BUSINESS REPORT

QUALITY OF SERVICE DECREASED

MCDONALD’S PETTARANI, MAKASSAR

MARKETING DIVISION
CUSTOMER SERVICE AND MARKETING DEPARTMENT

THIS BUSINESS REPORT MADE FOR SOME CONSIDERATION IN

CUSTOMER SERVICE AND MARKETING DEPARTMENT

TO :    STENDI MUHSIN, CUSTOMER SERVICE AND MARKETING DEPARTMENT

MANAGER

CC :        HRD MANAGER, RESTAURANT DEVELOPMENT MANAGER, GENERAL MANAGER, AND

OPERATIONAL MANAGER

BUSINESS REPORT : QUALITY OF SERVICE DECREASED

A. Terms of Reference
The customer nowadays need the best service. A service is one of important
thing in doing business especially in food business. Service is something that can be
easily spot by the customer. That’s why service needs to be improved and/or stabilized
in a good condition.

Our restaurant, McDonald’s is the best service fast food restaurant in Indonesia.
The quality service spotted good in all fast food customers, based on the statistics data
from our Customer Service and Marketing Department Centre, during 2009 – 2012 :
(Graphic)
As we can see on the graphics that our service is the best among three big fast
food restaurant in Indonesia. But this year, 2012, our quality service is decreasing. From
margin 62.0 decreased significantly to 42. KFC is right behind us in quality service, and
we have to prevent KFC of being the best serviced fast food restaurant.
 Because of this problem, Mr. Stendi Muhsin as the Customer Service and
Market Department manager, Makassar has requested this report. This report solved
this problem, so our quality service could increase and we are still the fast food
restaurant with a good quality service.

B. Procedures
Two staffs from Customer Service and Market Department selected 25% from the
monthly customer for interview, filling questionnaire, and observation. So we got what
customers want and could make a new innovation in service.
1)      1 - 9 June 2012 : Collecting datas from interviewing customers.
2)      10 – 15 June 2012 : Giving questionnaires to the customers.
3)      15 – 17 June 2012 : Observing in McDonald’s Pettarani, Makassar , KFC Pettarani,
Makassar and A&W Mall Panakkukang.

From 20 – 22 June, processing the data so, we can solve the problem.

C. Findings
The result we found in this case is:
1)      Customer especially children love the play land in KFC, because it’s bigger than McD
play land.
2)      KFC, since 2011 applied the “no more than 1 minute service”.
3)      KFC has an active waiters. KFC has more waiters than McDonald’s.
4)      KFC delivery arrives quicker than McDonald’s.
5)      McDonald’s has a good quality of food, cheap, and also toys.
6)      The suggestions are to provide more seat in the restaurant, increase the waiters
capacity and give more parking lots.
7)      Most customer complaint about the lack of seat, parking lot and the waiter who works
slowly.

D. Conclusions
1)      Children customer should be given a free toy when they entered the restaurant.
2)      Make a bigger playland and parking lot also provide more seats.
3)      Quick service, no more than 1 minute. Put a stopwatch near the cash machine, so when
the time reach 1 minute, in the next 10 seconds continuously, the customer will get 10%
from their payment. Quick service 15 – 25 minutes for delivery service.
4)      Training for waiters.

E. Recommendations
1)      Meet with HRD Representatives in Makassar to talk about training and recruitment for
waiters.
2)      Discussing about giving more seat and parking lots also a bigger playland with
Restaurant Development Manager, Customer Service and Market Manager, General
Manager, and Operational Manager.
3)      Provide twenty toys a day for first twenty children who eat on the restaurant only.
4)      Meet with Operational Manager to talk about the quick service, both restaurant and
delivery.

ATTACHMENTS:
 Questionnaire
1 = Worst
2 = Weak
3 = Fair
4 = Good
5 = Best

Rating
No Questions
1 2 3 4 5
1 Waiters Service 1 2 3 4 5
2 Cashier Service 1 2 3 4 5
3 Parking Service 1 2 3 4 5
4 Delivery Service 1 2 3 4 5
5 Order and Take home 1 2 3 4 5
6 Security 1 2 3 4 5
7 Internet/ WiFi Service 1 2 3 4 5
8 Play land 1 2 3 4 5
9 Restaurant Cleanliness 1 2 3 4 5
10 Restaurant Capacity 1 2 3 4 5
11 Overall service 1 2 3 4 5
 Recommendation:
 ________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Interview
1)      How many times in a month, you visit and eat in McD?
2)      How do you think about our service?
3)      What makes you visit and eat in McD?
4)      How long you spend time in McD? What are you doing besides eating?
5)      How do you think about the cleanliness?
6)      Do you have any recommendation for our restaurant?

Special questions for parents:

7)      Do you have kids? Are they playing in the Playland?
 Observation checklist
Checklis Activities
t
ü Visit the other fast food restaurant and become a customer.
ü Observing customers behavior by looking at their acts during
dining in the restaurant.
ü Listening to the customer complain.
ü Controlling the cashier, waiters and security guards.
ü Watch the children customer behavior when they are playing in
the play land
ü Counting the customers per day and make a calculation. Then,
calculate if the capacity is fulfilling the customers’ wave.