McDonald’s

By Pavithra and Samantha

McDonald’s - Facts
Founded by Ray Kroc in 1955
31000 outlets worldwide
◦ 1.7m employees
◦ Over 50m customers
CEO - McDonald’s India
◦ Vikram Bakshi
Mid / Executive development course
◦ Hamburger University
Mc Donald’s Supplier
◦ Mrs.Bector’s Cremica
◦ Buns, ketchups, toppings, raw materials

By Pavithra and Samantha

The McDonald’s Policy
Speedy Service System
Value for money
Online service for home delivery
QSC-V
◦ Quality
◦ Service
◦ Cleanliness
◦ Value

By Pavithra and Samantha

Facing the customer
Overhead visual menu for customers’
convenience
Counter – Billing – Customer Service
◦ Billing equipment
◦ Immediate requirements at lower shelves
 Bill Rolls
 Sauces
 Trays
 Happy Meal Toys
Manager Room
By Pavithra and Samantha
Behind the Counter
Placement and positioning of vending machines
◦ Based on customer orders
◦ Psychological reflexes of human body
◦ Gateway to the kitchen working area
Visual treats influencing impulsive purchases
◦ Shake Machines
 Iced Crusher Shakes
◦ Soft Drinks
 Coke
 Sprite
◦ Ice Creams

By Pavithra and Samantha

 Top Shelf (Eye level) - Transfer Bin
◦ Contains burgers made based on customer order
◦ Two racks separated based on
 Vegetarian
 Non Vegetarian
 Size of burgers in Veg and Non Veg
◦ Shelf life of 10 minutes
 Mid Level Shelf - Stock Up Shelf
◦ Sugar Sachets
◦ Stirrer
◦ Soufflé Cups (For Sauces)
◦ Salt and pepper sachets
◦ Plastic covers
 Bottom Level Shelf – Storage Shelf
◦ Iced Tea Powder
◦ Coffee Powder
 Left Counter against wall
◦ Visual treat to customers influencing impulsive purchases
 Hot Beverages
 French Fries
By Pavithra and Samantha
The Mc Kitchen
Separate sections vegetarian and non vegetarian
Fry Station

◦ Automated frying
◦ Bon Pet - Automated fire extinguisher that is
activated in case of a sudden fire at the station

Fry Dumping station

◦ Cooked french fries are mixed with salt and
served

By Pavithra and Samantha

McVeg and McNon Veg Section
Veg Freezer / Non Veg Freezer
◦ Reach in shelf at eye level
◦ Veg Patties, Aloo Patties, Veg Puffs, Mc Chicken Patties , Maharaja Mc Patties

Veg Chiller
◦ Reach in shelf at bottom level
◦ Lettuce stored in air tight polythene
◦ Sauces stored at the bottom
Stock Up Chart
◦ Contains the time of day at 2 hour interval for weekday and weekend and number
of items of each veg item that can be stored in the freezer and chiller

◦ Between 10 AM to 12 PM , on a weekday, McD can store 3 Veg Patties

◦ Between 10AM to 12 PM, on a weekend, McD can store 4 Veg Patties
◦ Between 6 PM to 8 PM, on a weekday, McD can store 5 Veg Patties
◦ Between 6 PM to 8 PM, on a weekend, McD can store 8 Veg Patties
By Pavithra and Samantha
Cabinet Level Chart

Footfalls Sales Mode McAloo McVeggie

Low 0-5000 4 5

Medium 5001-10000 8 9

High 10001-15000 14 18

Ultra 15001-25000 9 9

By Pavithra and Samantha

 McVeg and McNon Veg Section...
Expiry
 time of all items in the freezer and chiller – 2 Hours

Hand
 written log of time of placement of food products
◦The log is reviewed every 2 hours

Stock
 up of buns
◦2 Types of Buns – Regular Buns and Q Pound Buns

Chef’s
 working counter for making the burger

Bottom
 shelves contain immediate ingredients such as sauces

Visual
 display of the steps to make the burger are put on wall
By Pavithra and Samantha
 The Back Area
Coke and Fanta making unit
◦ Coke syrup is pumped with co2 and water and then connected to the
vending machine
Contains an in- house ice maker for all store needs
Electronic Dot Light System
◦ Responsible for all lighting and room temperature
Hand Wash Chart
◦ Checklist for all employees to wash hands and sanitize every 1 Hour
Wash – Rinse – Sanitize – Dry
◦ Area where trays are washed, rinsed, sanitized and dried
◦ Trays are dried and placed with the McD paper tray mat

By Pavithra and Samantha

Back End Operations
Crew Rest Room
◦ Contains TV, DVD, magazines, internal notices from store
manager, training, upcoming schedules
Walkin Chiller – The McD Shack
◦ Inventory for soft serve to make in house ice creams and desserts
◦ Contains a fixed expiry date of 1 Month
◦ Ordered based on the sales and requirements
◦ The Switzerland of McD
 Separate veg and non veg inventory of raw materials (patties)
Pump Room – 2 Units of water
◦ Sanitized, sterilized and purified water to make coke, crushers,
and customer usage
◦ Regular water for wash tank, rest rooms

By Pavithra and Samantha

Customer Order Process –
1 Min service or a Coke Free
 Order taken by sales counter representative
 Order is in turn reflected on a monitor
◦ Monitor is visible to both McKitchen and sales counter
 Production Caller (PC) calls out order to McKitchen
 Required order is made and slid into transfer bin with time
slot markers (10 mins)
 Transfer bin is filled based on Bin Level Chart
◦ Bin Level Chart based on sales - production forecast at a particular time
◦ Eg, Sales of Rs 9000 requires that transfer bin has X Non Veg burgers
and Y Veg Burgers
◦ No of burgers increased or decreased based on customer orders
◦ Allows for minimum wastage and adheres to mandatory 10 min shelf
life of McD burger

By Pavithra and Samantha

Being a part of McD
2 Shifts for all employees
Flexibility of timings in case of genuine reasons
Feedback is given in 2 forms, appreciative and constructive
Negative feedback is not allowed

Store consists of
◦ Crew Members based on the number of sales and capacity
◦ 8 members in charge of kitchen and counter
◦ 4 members in charge of cleanliness (tables and floor)
◦ 7 members in charge of customer service
◦ 1 Mandatory personnel –VIP, in charge of all technical details where, in
case of a calamity, it is to be fixed in 2 hours
◦ Shift Run Floor Manager
◦ Store Manager

By Pavithra and Samantha

Source Of Raw Materials
Fries – Canada
Buns – Mumbai
Tomatoes – Local
All other vegetables – Ooty
All other food – USA

By Pavithra and Samantha

Ambience and Store Layout
Safety exits
Take away counter / Drive in counter
Seating Layout
◦ 2 seater and 4 plus seaters -
 convenience for both customer and crew
◦ Ample walking space
McD toy of the day shelf
Badges for all employees

By Pavithra and Samantha

Ambience and Store Layout ...
Appearance
◦ Vibrant colours schemes in store
◦ Glass walls so prospective customers on the road come
in to the store
◦ Mirrors making the store look bigger
◦ Posters of menu items all over tempting customers to
buy them
Customer feedback drop box
News paper rack
Crew being friendly and approachable
Transparency

By Pavithra and Samantha

By Pavithra and Samantha