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APPLIED HOSPITALITY 5
ASSESSMENT 1
ARJUN GUPTA
CHANPREET SINGH
DEBOTTAM CHAKRABORT
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Fast Food Restaurant
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Why McDonalds ?
Smart Objectives
To serve good food in a friendly and fun environment.
To be a socially responsible company.
To provide good returns to its shareholders.
To provide its customers with food of a high standard, quick service and valuefor money.
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McDonalds
Eliot St, New Plymouth 4312
Birthday Party Area
McCafe
Outside Sitting
24 Hour 7 Days Drive Thru(Take Way)
Ample Parking Area
Near City Centre
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Methodology
The methodology of our case study is based upon
Primary And Secondary Data
Company Website
Customer Feedback Form
Personal Experience
Walk Through Audit
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Service Standards
If I had a brick for every time Ive repeated thephrase Quality, Service, Cleanliness and Value, I think Idprobably be able to bridge the Atlantic Ocean with them.Ray Kroc
Quality
Service Cleanliness
Value
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Quality Control
SOR(Store operation report)
Unannounced ( Every 3 Month)
Announced (Every 6 Month)
FOR (Full Operation Report)
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Distribution Centres
Auckland(Main Distribution centre)
Vegetables and Egg from South Island
Meat from Waitara
Delivery
Tuesday Friday
Emergency
Other McDonald's
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Service Strategy
Being the best company for every community.
Provide excellent service in all outlets.
Innovation and Technology for Profitable Growth and Expansion.
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Focus Market Breakfast- Drive Thru
Family with kids
Senior citizens( Evening)
Youth
Night Out Crowd
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Customer place
order
Real time preparation
of order
Crew member takeorder
Deliv
Back Area employeecheck order
Che
R
Line of interaction
On stage contactemployee actions
Line of visibility
Back Area contactemployee action
Line of internal
interaction
Service blue print
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Expectation
Quality Food
Fast Service
Standardised Service
Competitive Prices
Variety
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Advantages
Strong Brand Name
Global Acclaimed
Highly Trained Staff
Product Innovation
Location
Space For Parking
Wi-Fi Facility
Drive Thru
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Disadvantages
High Staff Turnover.
Competition In The Market.
Quality And Time Issues.
Loss of Quality due to Training.
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Satisfaction / Outcome
Value For Money
Gold Card
Free Birthday/Party Area
Quick Service
Easy Accessibility
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Work Through Audit
1= Poor 3=Average 5=Good
Were you greeted in a timely matter?
1 2 3 4 5
Was the staff friendly?
1 2 3 4 5
Were You asked for Sit-In/Take away?
1 2 3 4 5
Was the food delivered on time?
1 2 3 5
4
5
1
4
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Continues.
Were you given correct condiments?
1 2 3 4
Was the food properly assembled?
1 2 4 5
Staff helpfulness?
1 2 3 5 Was the bathrooms clean and well stocked?
1 2 4 5
3
4
3
5
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Continues..
Was the food served to you fresh or up to the company
standard?
1 2 3 4 5
Was the dining room clean?
1 2 3 4 5 Overall Experience
1 2 3 4 5
3
4
4
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Conclusion
Most Profit Generating Brand.
Even though the process of McDonald's restaurant is efficient there still are
some gaps.
It is well known for providing quality food and service for valued prices.
Competitive market.
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Recommendation
More Staffing
Training
Stocks
Healthy Options
Offers
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References
Mcdonalds. (2013). Picture Retrieved on 18 August
2013https://www.google.co.nz/search?q=mcdonalds&source=lnms&tbm=isch&sa=XoLtkAWijoDoDA&sqi=2&ved=0CAcQ_AUoAQ&biw=1366&bih=600
Mcdonalds. (2013). Story Retrieved on 17 August 2013http://www.mcdonalds.com/us/en/our_story/our_history/the_ray_kroc_story.htm
Johnston, R. Clark, G. & Shulver,M. (2008). Service operation management, Third
London, UK: Pearson education limited.
Stuart,S. Assistant Restaurant Manager,McDonalds,New Plymouth.
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Thanking You
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