This action might not be possible to undo. Are you sure you want to continue?
Food & Beverage Management (F &B M)
By Name: Godwin Edwin Habel Course: PDHM - 6
Aims & Objectives
What is service quality in general? Company profile 3. Application of 3P’s of service in MC Donald’s Key Goals & Objectives of Mc Donald Corporation Competency Advantage, Demands Trends and Success factors of McDonald’s Rise of McDonald Corporation in the International Platform Product Life Cycle, BCG Matrix & SWOT Analysis Importance Of Advertising In McDonald’s Success Importance of Customer Feedback
Analysis & Interpretation
My Observations (In retail Outlet of McDonalds) 7.
Recommendations & Conclusion 8.
Key References 9.
and sell food. and brand equity. one must offer a greater variety of products to meet consumer demand. Even worse. communities’ trade fresh produce and home-processed goods. sustainability. At the same time. To be successful. the companies must consistently and cost-effectively produce high quality products. the worlds poor are severely constrained-and often completely lacking-in opportunity to do themselves. Global market forces are driving the continual evolution of the food and beverage industry. Yet a vast share of these workers cannot both satisfy their immediate consumption needs and earn sufficient income from food markets to improve their lives. Page 3 . More than 65% of the world population.Introduction The past fifty years have witnessed a revolution in the global economic growth. Consolidation. The food & beverage industry has a unique role in expanding economic opportunity because it is universal to human life and health. This case evaluation provides insight into how pioneering large firms are breaking this dilemma and building economic opportunity around food & beverage value chains and also the competition which exits in the food and beverage industry between strong based firms like MC Donald’s. transform. over four billion people. local companies transform domestic crops for local markets. changing consumer preferences and increasing government regulations are dramatically impacting manufacturing and business strategy. particularly in developing countries where agriculture dominates all other economic sectors. In this diverse landscape. and international corporations purchase commodities globally to deliver products across geographies. In this fiercely competitive marketplace. Yet not everyone has participated in the revolution. a firm needs to focus on three key business issues: financial performance. still lives on the equivalent of less than $4 per person per day. billions of people grow. The industry operates at multiple levels of society: families grow crops for their own consumption. KFC and Pizza Hut giving primary importance to the growth and sustainability of the Big Corporate Giant MC Donald’s.
To ascertain the significance of different competitors and establish their work mode in relation with food and beverage management in the present era.Aims & Objectives To understand the magnitude and depth of food and beverage management in the hospitality industry. To understand the management styles and techniques and to prove how performance of an organization is totally depended on its customer service. To monitor the relationship paradigm between the different providers and the customers and to understand how both parties are equally benefited? To comprehend the applicability of the approach and to know how strategic positioning have paved its way in food and beverage management. Page 4 . To rationalize the business philosophy and channelize it in the mode of activity relating to food and beverage management and development. To streamline and focus on the importance of food and beverage division in hospitality management.
picture or other exhibits related to the secession topics. staffing and services in the food and beverages. it’s true that customers do not always want to participate in some relations with firms. but on the other hand. Service-quality management totally refers to the monitoring and maintenance of end-to-end services for specific customers or classes of customers. Page 5 . Service Quality Dimensions Reliability: Perform promised service dependably and accurately. quality is the customer’s perception of a delivered service.Scenario/Case Imagine you are working in the hotel. managing from a service perspective benefits including relational approaches and customer management. Example: avoid keeping customers waiting for no apparent reason. Empathy: Ability to be approachable. Many cases witness the goodness of relationship from services form a strong base of long-term and successful development between firms and customers. Example: being polite and showing respect for customer. Example: being a good listener. Nevertheless. Assurance: Ability to convey trust and confidence. design and operation survey in the industries in order to assist you to design. Responsiveness: Willingness to help customers promptly. In other words. its management style. operate and manage it. relationship from services is always there for a further progress whenever both sides consider it appropriate. More important as services are relational to almost each sector in business. and put together to present in a report format. You are required to collect and source information. “What is service quality in general ?” Service quality can be said as “the collective effect of service performances which determine the degree of satisfaction of a user of the service”. You are going to manage a restaurant in the future. You need to do some market. Orchard road in Singapore is the perfect place for you to explore into various restaurant and menu design. food and beverage services industries. Example: receive mail at same time each day.
Kroc focused his marketing effort on the family meal and children. To feed these youthful bodies. Singapore Observation (hrs) : 3 Hours Company profile : Established in California during the 1940s by two brothers. Renamed the McDonald’s Corporation in 1960. the McDonald’s franchise exceeds 30. applied assembly line techniques to food production and expanded to four restaurants by 1953. the brothers reduced the menu to the perennial favorite – hamburgers. Example: cleanliness. Competence: Providing the best to the customers at an affordable level in comparison with the competitors in the market. Fajar. Fajar Market. Ronald McDonald. Today. spending heavily on television advertising which promoted the smiling clown face of its child-friendly brand mascot. Understanding / knowing the customer: Focus the customer perceptions and intensions. Company Chosen: MC Donald’s Location : Bukit panjang Ring Rd.000 restaurants globally and serves over 50 million people in more than 121 countries each day. in 1955. the McDonald’s restaurant became a popular teen hangout in the first flush of post-war affluence. Taking note of the brothers’ success. Entrepreneur Ray Kroc bought the right to franchise the McDonald’s System. Page 6 .Tangibles: Physical facilities and facilitating goods.
with revenues of about $23 billion and over 1. PepsiCo brands are available in nearly 115 countries having more than 24. high standards of performance.McDonalds is a leader in convenient foods and beverages. And in everything we do. we strive for honesty. full-time operators.All franchisees are independent. snack foods. Approximately 85% of McDonald’s restaurant businesses world-wide are owned and operated by franchisees . The company consists of the snack business of Beverages and Foods. We seek to produce healthy financial rewards to investors as we provide opportunities for growth and enrichment to our employees. McDonald’s corp. determination. The corporations increasing success has been based on high standards of performance. distinctive competitive strategies and the high integrity of our people. competitiveness.6 million employees serving the customer’s world-wide. McDonald’s products are recognized and are most respected all around the globe. its divisions operate in all over the world in beverages. McDonalds is continuing to expand and introduce new alternative beverages in the market. Having about 1 billon customers to be served all over the world. our business partners and the communities in which we operate. commitment. Currently. and the personal and Page 7 . is currently one of the most successful consumer products company in the world with annual revenues exceeding $23 million.500 restaurants in the world providing 24 hour service. Their mission is to be the world's premier consumer Products Company focused on convenient foods and beverages. McDonald’s was named Entrepreneur’s Number-one franchise for 1997. Greater variety and quality choices surprise and delight customers with the food and beverage they desire. fairness and integrity you could now join our team. McDonalds’s success is the result of superior products. marketing strategies. and restaurants.
whole some. a tough work and creative skill. attitude. appearance of staff go up to the top class and Mc Donald’s have succeeded in achieving the height class in their modus operandi and curriculum of action plan towards. can say. support and some customer interface. so that the skills. More usually it’s a psycho satisfaction which promotes the added value for customers. What consumers want comes from service result. so a consumer often relies on those tangible evidences for confidence in general. It’s to Page 8 . but what consumers enjoy grows up in the progression of service. McDonald’s believes their success depends upon the quality and value of their products by providing a safe. Since inseparability and variability lead to a customer experience. and third is customer service. a strong team who provide expertise. economically efficient and a healthy environment for their customers. Physical Evidence The intangibility of service brings the difficulties of unclear. “Application of 3P’s of service in MC Donalds” People People are considered to be the most important elements in Mc Donald’s services and experience. They mainly focus on three things add value to people i. are often altered to meet the individual needs of person consuming it. products and business practices. one of the aspects of expected performance. second is personal selling. However in the retail segment physical element plays a vital role in electrifying the customer intentions. which they nurtured in the past years. dealing with loyal customers. and by providing a fair return to their investors while maintaining the highest standards of integrity. have modulated their dimension of action which. Training to the staff to meet the customer needs and requirements and achieve the high quality of personal service.professional integrity of their people. untouchable. It is said that people always buy from people that they like.e. and even doubtful sometimes but strictly speaking there are no physical attributes in service.
Process There are several kinds of perceptions within business and literature about process. “Key Goals & Objectives of Mc Donald Corporation” McDonald’s vision is to be the world’s best quick service restaurants experience. A further view is that process is to control marketing. in which process has a progression of inputs. It requires a proper encounter. where service marketing value is added. a proper communication. throughputs and outputs. Currently they have around 550 outlets in Singapore. It’s viewed as something that customer participates in at different point. such as measuring achievement objectives. Some see process as a means to achieve a goal. are always ready to serve. a proper action and a proper resolution. Staff. Within a shorter period of time they have grown to larger momentum comparing to its competitors and have keenly focused on establishing themselves through franchise integration. Some others argue that there are processes integrated to create an overall marketing. successful in fulfilling the surroundings and atmosphere Importantly make full use of service these build an environment so that service in need is being Mc Donald’s has been largely needs and wants of the customer at all levels.impress customers that all whatever expected or facilities are so closed to them. organization does not need to provisions but they need to the customers can feel what closed. Again one can see the importance of interaction with customers. equipment. process is an element that appreciates customer experiencing as an organizational offering. like telemarketing and internet marketing can be integrated. Page 9 . All these views are not particularly customer focused. In service business. unexpected. which is considered to be a major achievement in a retail sector. One could see an outlet of Mc Donald’s in every nuke and corner of Singapore with all the facilities and items required for the satisfaction of the customer.
Lead the Quick Service Restaurant market by a program of site development and profitable restaurant openings. Other reasons for these variations are: McDonald’s is a brand that is mostly perceived by an average international customer to be a place which is visited on some occasion or once in a while. The world recognition associated with the brand McDonald’s itself is also one of McDonald’s competitive advantages. and by attracting new customers. production of food and use of raw materials all around the world. There are many variations observed in the demand trends for McDonald’s all over the world. One of McDonald’s competitive advantages is its focus on consistency of quality. The Page 10 . Demands Trends and Success factors of McDonald’s” McDonald’s core competency is providing convenience when people need and want to eat fast food at prices that are competitive and provide best value for the customer’s money. This will better satisfy their customers and give customers more reason to visit. Increasing sales through promotions will enable them to continue their program of expansion. Consumer tastes change over time and McDonalds has to respond to these changes. The changes in the economy have very little effect on the demand trends of McDonald’s that is being followed by this high income group. McDonalds is committed to maintaining and developing the best food products in the quick service restaurant market. Many ideas for new items on the menu come from the franchisees responding to customer demand. McDonalds have an objective to continual enhance and improve their menu. The trend followed by the high income group is relatively stable and they comprise a very small percentage. the company has made a number of commitments to food safety and nutrition. “Competency Advantage. In order to deliver this.
One of the reasons is high disposable income by blue collar individuals. One of the reasons for the decrease in the demand trend for McDonald’s is the hostile attitude of the general public towards all the Western restaurants and multinational companies.g. There are also global issues which affect food demand for McDonald’s e. e. Therefore the demand trends for McDonald’s have declined because of the some of the ill activities that have been observed during past some years regarding McDonald’s. Page 11 . Fast food restaurants are giving rise to problems related to heart and others such as obesity and excessive cholesterol that are making people very conscious. bird flu and cow diseases in western countries brought down demand for McDonald’s some years ago as it was a known fact that they get their meat from international suppliers in order to maintain quality. kids and families fond of spending a lot on fast food restaurants make it a place to be visited very frequently.main reason for this is the low disposable income that people have because of the inflation and some other unemployment reasons. Another reason is the attraction for McDonald’s by kids as well as those who love it for every reason. working individuals. Therefore it has been observed that to avoid such problems people have changed their eating patterns and are spending less on restaurants such as McDonald’s. suicide attacks on western establishments a year ago. On the other hand McDonald’s lovers such as college students. Like many other nations people including Indians are becoming quite health conscious.g. The demand also fell because of the security issues that affected demand for McDonalds.
Page 12 . There are many key success factors due to which McDonalds is successful in the market. Apart from the fact that the biggest corporations. and eliminating hard plastic chairs and tables.McDonald's internationally has an aggressive plan to expand in all other smaller cities and is rapidly growing with the focus to provide friendly and a quick service restaurant experience to its customers. with a particular emphasis on comfort: introducing lounge areas and fireplaces. and some have been redesigned in a more 'natural' style. Pizza Hut in pizzas etc. Its main advantage is that it is located in vicinity that is easily approachable. their management allows not only standardization of quality but a more uniform and effective marketing strategies in order to sustain in the market. Many McDonald's restaurants have included a playground for children and advertising geared toward children. We have been successful in identifying a few: All the franchises of McDonalds in the world are owned by economically nurtured Companies. Their well diversified menu is also one of the key success factors as most of McDonald’s competitors are quite specialized: KFC in chicken. The affordable deals that they offer. that seem to beat all others when it comes to prices comparing to KFC & Pizza Hut. Therefore McDonald’s being its part had to continue to strive to maintain its standards in the local region. McDonalds doesn’t offer just burgers. This has given a new outlook to the McDonald’s as a quick service restaurant that is still not be seen on other fast food restaurants. Another advantage that McDonald’s has on its competitors is the location of its franchises.
McDonald's operates over 31. or McDrive as it is known in many countries. The company also operates other restaurant brands. On August 27. and has a minority stake in Pret a Manger. an affiliate. often has separate stations for placing. such as Piles Café.000 restaurants worldwide. with indoor and sometimes outdoor seating.S. The company owned a majority stake in Chipotle Mexican Grill until completing its divestment in October 2006. or the corporation itself. In some following the lead of other countries "McDrive" locations service or seating. it also owned Donatos Pizza.5%. 2007. fast-food chains. there is also a McDonald's with a 24 carat (100%) gold chandelier and similar light fixtures. though the latter combined. Most standalone McDonald's restaurants offer both counter service and drive-through service. and Asia/Pacific. such as the "Solid Gold McDonald's. Auto-Mac. that offer Walk-Thru service in place of Drive-Thru.5 million people. and picking up orders. as well as sales in company-operated restaurants. Drive-Thru. 4. The corporations' revenues come from the rent.“Rise of McDonald Corporation in the International Platform” McDonald's restaurants are found in 119 countries and territories around the world and serve nearly 47 million customers each day. McDonald's revenues grew 27% over the three years ending in 2007 to $22. Europe 8.0%. British Columbia. Especially themed restaurants also exist. employing more than 1. Full year 2009-10 highlights included: Global comparable sales increase of 6.8 billion. neighborhoods often omit near highways offer no counter locations in high-density city drive-through service. and 9% growth in operating income to $3." a 1950s rock-and-roll themed restaurant. located mostly in downtown districts. In Victoria. royalties and fees paid by the franchisees. paying for.0% Page 13 . Pay and Drive. Until December 2003. McDonald's sold Boston Market to Sun Capital Partners.9 billion. In contrast. There are also a few locations. Each McDonald's restaurant is operated by a franchisee. including U. it was first two steps are frequently introduced in Arizona in 1975. Middle East and Africa 9.9%.
50 per share for the fourth quarter – bringing our current annual dividend rate to $2. as well as continuing rent and royalties to the Company based upon a percent of sales with minimum rent payments that parallel the Company’s underlying leases and escalations (on properties that are leased). the use of a restaurant facility.8 billion to shareholders through shares repurchased and dividends paid. Growth in McDonald’s combined operating margin 27. after adjusting for the impact of the 2007 Latin America transaction Return of $5. non interest-bearing security deposit.76.S. The results of operations of restaurant businesses purchased and sold in transactions with franchisees. McDonald’s franchisees are granted the right to operate a restaurant using the McDonald’s System and. in certain markets outside the U. Middle after of the 2007 Latin Operating U. 8%. Europe currencies) and East and Africa currencies) 33% (28% in constant Earnings per share from continuing operations of $3. franchisees pay a refundable. Franchisees pay related occupancy costs including property taxes. Individual franchise arrangements generally include a lease and a license and provide for payment of initial fees. generally for a period of 20 years. Page 14 .4%. an increase of 16% (14% in constant currencies). as well as initial fees. insurance and maintenance. of 320 basis points to adjusting for the impact America transaction income increases in the 23% (17% in constant Asia/Pacific. Foreign affiliates and developmental licensees pay a royalty to the Company based upon a percent of sales. in most cases. affiliates and others were not material to the consolidated financial statements for periods prior to purchase and sale.. including a 33% increase in the quarterly cash dividend to $0.00 per share.S. In addition.
“Product Life Cycle. BCG Matrix & SWOT Analysis” Product Life Cycle Introduction Profit Growth Maturity Decline Time BCG Matrix GR Star Question Mark Cash Cows Dogs High Low MS Page 15 .
portraying warmth and a real slice of everyday life. including:McDonald's is Your Kind of Place (1967) You Deserve a Break Today (1971) We Do it All for You (1975) Twoallbeefpattiesspecialsaucelettucecheesepicklesonionsonasesameseedbun (1975) Page 16 . McDonald's has developed TV advertising campaigns that have become. like McDonald's. but rather on the overall McDonald's experience. This "image" or "reputation" advertising has become a trademark of the company and created many memorable television moments and themes. McDonald's commercials have focused not only on product.SWOT Matrix Strength Customer-focused Products Social-Responsibility Employment opportunities Brand Recognition Friendly Environment Tie-ups Opportunities Reasonable prices Opportunity to Innovate Break-fast & special noon meals Dine in cafes Growing dining out market Mccafe’s Threats Health conscious customers Foreign competitors Changing customer styles Weakness Product Variety Drive-ins More Advertising “Importance Of Advertising In McDonald’s Success” Over the years. a part of our lives and culture.
In addition to the usual media (television. Clearly in order to do this.Canada Only I’m lovin' it (2003) McDonald's has for decades maintained an extensive advertising campaign. on which large advertisements or notices are posted. and makes coolers of orange drink with their logo available for local events of all kinds. Nonetheless. Page 17 .) and signage. Folks and Fun (1990) McDonald's Today (1991) What You Want is What You Get (1992) Have you Had your Break Today? (1995) My McDonald's (1997) Did Somebody Say McDonald's (1997) We Love to See You Smile (2000) There's a little McDonald's in Everyone (2001) . That's Why This is My Place (1988) Food. You're The One (1976) Nobody Can Do It Like McDonald's Can (1979) Renewed: You Deserve a Break Today (1980 & 1981) Nobody Makes Your Day Like McDonald's Can (1981) McDonald's and You (1983) It's a Good Time for the Great Taste of McDonald's (1984) Good Time. television has always played a central role in the company's advertising strategy. and newspaper). “Importance of Customer Feedback” A recent survey carried out by the forum of private business shows that around 44% of business owners want to improve customer satisfaction and yet more still want to be able to do more business with their current customers.You. the company makes significant use of billboards(outdoors. business owners need to find out what their customers (and potential customers) want and how satisfied they are (or aren’t) with the current products and services being provided. sponsors sporting events from ranging from Little League to the Olympic Games. Great Taste. radio.
When a business makes changes according to feedback. These opinions can make it easier to get into the minds of the most important critics. Page 18 . customer feedback is a customer feedback shows generally have a higher shows it cares about its seems to want their of customer care within the changes may not be the best may end up displeasing the which is why actively seeking good plan. E-mails Online questionnaires Comment boxes Paper based feedback forms Online comment systems the negative comments on operates in order to please unhappy and hopefully A good business will take board and adapt the way it those few people who are improve the overall quality business. Actively seeking that you care. Customer feedback is a vital way to get honest opinions on your services or products from people who are familiar with them. they may be more likely to be loyal customers. heart of the operation. to making a business work. There are many different options open to businesses.Customer care is paramount. yet the methods of acquiring feedback might be lost on most businesses and the correct method will also vary according to industry sector and client base. People will opinion of a business that customers than one that just money. it would be impossible to have any of the success that you do. Customer feedback is vital Your customers are the without them. When customers feel that a business truly cares about them and what they think. Of course drastic course of action as you customers who are happy. Customer feedback can be an excellent way to keep your business going in a positive-direction. it shows that they truly listen and respect those opinions.
Egg Sausage Mcmuffin Egg Mcmuffin Breakfast filet-o-fish “Lunch/Dinner” Hashbrowns Big Mac Double cheese Burger Page 19 .Exhibits “International Menu” “Breakfast Menu” Big BreakFast Hot Cake with sausage Hotcakes Sausage Mcmuffin .
3 Totalfat(G) 12 12 2 0 12 3 Cholestrol(MG) Dietary Fibre(G) 25 3 16 0 0 0 0 10 3 1 2 0 “Sides” French Fries Corn-Cup Page 20 .Mcspicy Mcchicken Chicken nuggets Mcwings Cheese Burger Ham Burger “Happy meal” Happy meal menu Items Cheeseburger 4PC Chicken nuggets Corncup(S) AppleDippers Fries(Regular) Lowfat High Calcium Milk Energy (KCAL) 300 190 70 30 240 102 Protein(G) 12 12 2 0 3 7.
Apple-Dippers “Deserts” Milkshakes Flavour Burst Chococone Mcflurry Sundae Applepie Page 21 .
Survey Questionnaire Data Collection method: Random Sampling No of Respondents : 50 1) Which is your favorite product at Mcdonald? Apple Dippers 10% Favorite Product Sausage Mcmuffin 17% Hashbrowns 13% Double cheese burger 25% Mcchicken 35% 2) Is the product line in Mc Donald Adequate? Product Line Acquracy No answer 5% Average 20% No 20% Yes 55% Page 22 .
3) What is the main Problem faced in Mc Donald? Problem Identification 14% 38% 33% 10% 5% Conjestion Rude Behavior of Employees Hygine & Environment Long Ques Others 4) Which Fast food do prefer? Others 3% Preffred Fast Food Subway 9% Mc Donalds 38% KFC 35% Pizza Hut 15% 5) Why do u prefer McDonalds’ most? Reason For Choosing McDonald's Tastes Good 14% Hygeine 8% Others 15% Service 14% Cheap 30% Convineant 19% Page 23 .
6) How often do u eat at McDonalds’? Preference Ratio Once in a year 12% Everyday 40% Once in a month 12% Once in a week 36% 7) Does Price affect what you buy? Price Yes No Average No answer 36% 42% 12% 10% 8) Which area do you think needs the most improvement? Improvement Required Others 10% Delivery time 7% Product variety 16% Offers 67% Page 24 .
9) What is the first thing that strikes to your mind when your see McDonalds’? First thing what customer thinks about McDonalds Value Of money 4% Others 11% Service 10% Burger 75% 10) Do you think McDonalds’ is the world’s best branded food? Best brand Yes No Others No answer 10% 10% 20% 60% Page 25 .
to counter argue but just to move ahead. Most people prefer McDonalds because of its service quality and brand name in the whole world which makes it a sole concern in fast food and burger market. The aspect of hygiene and environment which the McDonalds provide is considerably outstanding and people therefore have a good brand acceptance. The above survey states that McDonalds have a regular set of loyal customers who always depends on the firm. there are products like happy meal which keenly denotes the firm’s concern about the local inmates. Though the price is not focused on the common man.Analysis & Interpretation From the survey questionnaire its clear that McDonald’s have a unique name in the hearts of the customers though the competition in the market is on the higher side of the spectrum. Therefore they still have have wider market ahead. In the Product life cycle. When compared with different fast food with the BCG Matrix its been evident that Mc Donald’s stands on top in high growth rate and higher market share. The customers in McDonalds are only concerned about the offers and discounts provided by the authority and would be looking forward for new pop-ups in future. it still lacks behind in proving to be the least cost competitor. looking at further improvements and diversification. Page 26 . Though McDonalds highlights its value proportion and other customer oriented servicing and quality. McDonalds’ still stand in the growth cycle and have not yet attained maturity. When the analysis signifies the relevance and the importance of a corporate giant like McDonalds. SWOT analysis proves that Mc Donald’s is a growing brand comparing to its competitors and the primary aspect is that Mc Donald’s still have not used its opportunities to the fullest and the threats are comparatively less in the market. there is no question to raise as such. The product line accuracy is considerably higher when compared to its competitors like KFC and Pizza Hut.
which enhances its market shares and overall growth rate in the market world-wide and Mc Donald’s is one such giant corporate to achieve the fruits of success in long term. The ambience which I personally figured was outstanding with light music in the background. The outlet structure is considerably simple with a restaurant manger to take care of the entire outlet. the staff concerned would ensure the sanitation and purity of the place. The core aspect of advertising and promotions. therefore it’s hard to find any flaws in their customer service / ambience / infrastructure or kitchen facilities. Cleanliness and hygiene is a factor which should be noted in focus as everything including the tables and chairs were well placed in order without any misplacement. keen about upholding the status and recognition of their brand name and market ratings. joining with 2 supervisors with 8 staffs to take care of different department like counter. This is actually a very good example to denote strategic mapping which result in operational effectiveness and overall development. which resembles the soft touch of a soothing atmosphere. Altogether a perfect example of a corporate fast food giant. allotted for different duties who work on a shift related basis with accuracy. Page 27 .My Observations (In retail Outlet of McDonalds) McDonald’s outlets are in general. After each customer leaves the table. The one simple factor which strikes to mind while leaving the outlet was the structural consistency with among employees. The Kitchen entry was restricted ( closed kitchen) as it is placed at the backside of the outlet but the supervisor concerned have shown great respect in explaining the different aspects of their success in the service sector. whether it is in any sector always relies on the adequate strategic congruency and ideal methodology which maps and drives the company or an organization with passion. production of food and delivery. which I keenly noticed was that they follow a display method rather than presenting the menu details to the customer. I thoroughly believes that a company. I couldn’t find any long queues in the restaurant or congestion as everything was well arranged (3 counters working simultaneously) and very well mannered including customer service / care with the blend of gentleness and polite nature. cleaning.
The theoretical presentation taken from the various books. Also in the process of interaction.000 restaurants in about 120 countries serving 50 million customers daily becoming the largest fast food chain in all over the world. all the information about the companies information available on net. service suppliers need to understand customers and potential customers. In the 3P’s marketing model. service organizations’ encounters interact with customers while support management keeps up the balance with customers through physical evidence. which is a mutual progression. A customer’s needs derive from the value creation progression of a customer and how he wants to be supported. a proper expressive performance. As far as practical is concerned. And it’s related to the value system of customer. Overall this mission has been completed with the combination of all those things & it had been with the best of my facts & information. Today. Many service suppliers can usually produce an acceptable solution with adequate support to satisfy customers.Recommendations & Conclusion What makes a given customer want a certain type of service? What makes them choose a certain service provider? These actions are based on the expectations. much more research is needed. This case evaluation is prepared with the help of theoretical knowledge as well as practical knowledge & a crumb of advises & suggestions. wishes. say. In addition. McDonalds has grown to 25. essential to realize that the service values alone do not determine what kind of service a customer looks for or whom they want to get from. It’s. in order to a further extent that customers could be satisfied and service organizations could develop greatly. but also a function of a series of factors. magazines and articles available on this subject and other recent happing in marketing is taken from magazines & news paper. customers also have wishes in relation to how they want service suppliers to treat them. Needs. Of course. value systems and value-creating method of customers are of vital importance for the development of service organizations. however. which determines what kinds of services are considered acceptable and what is out of question. internal and external. Page 28 .
pdf http://blog.aboutmcdonalds.com/mcd/sustainability.pdf http://www.subway.pdf http://es.com/AboutUs/InternationalLic ensing/tabid/115/Default.yahoo.com/web?qsrc=1&o=15184&l=dis&q=what+is+customer+service+management http://dougmcclure.net/NR/rdonlyres/9C826F13-D59C-456B-AC57-416E686A4C30/0/crm_wp.cgi?article=1148 http://www.net/vol1/32-B10013.atos.aspx Page 29 .co.ipedr.com/subwayroot/newsItems/newsItem1.mcdonaldsindia.net/hemanthcrpatna/a-project-on-mc-donalds-8319978 http://answers.ilr.com/subway-study.235.com/question/index?qid=20090105232931AAonTsp http://www.com/doc/11494031/Brand-Mnagement-Subway-Sandwiches http://www.uk/2010/07/22/the-importance-of-customer-feedback-andcustomer-care/ http://digitalcommons.com/forums/1063/8/1 http://72.cornell.dfn.au/news/case_st udies_marketing.132/search?q=cache:FWRVd3ZxEBQJ:www.archive.com www.7eleven.com http://web.Key References www.terremark.net/blog/business-service-management/ www.cnm.de/cnm/lln_dsom98.ask.edu/cgi/viewcontent.com.slideshare.leadingedge.org/web/20080731072739/http://www.mcdonalds.scribd.aspx http://www.html http://www.aspx http://www.pdf+subway%2Bcompetitive+advantage&cd=4&hl=en&ct=clnk&gl=pk&client =firefox-a http://www.startupnation.14.thecompanywarehouse.
com.rockwellautomation.environmentalleader.pdf http://en.org/wiki/Growth-share_matrix http://ebusiness.com/newsImage/McFries-Pedestrian-Crossing-Takes-Advertising-OneStep-Further-2.com/idc/groups/literature/documents/br/food-br001_-enp.html http://www.greenerbuildings.pdf http://news.html www.mit.jpg/ http://news.wikipedia.edu/es/students/KFC http://www.pdf Page 30 .org/fileadmin/user_upload/ivc/docs/UnileverandProjectNovella.com/2009/01/28/kfc-switches-to-earth-friendly-packaging/ http://www.uwosh.html http://www.co.com/news/2009/03/11/first-green-kfc-taco-bell http://www.com/articles/healthy-food.softpedia.pdf http://marketingteacher.com/news/McFries-Pedestrian-Crossing-Takes-Advertising-One-StepFurther-151834.au/article/160244/how_find_your_competitive_advantage http://www.cio.com/lesson-store/lesson-swot.org/wiki/KFC http://www.html en.http://www.ypant.com/company-histories/KFC-Corporation-Company-History.softpedia.wikipedia.fundinguniverse.uk/dept/Business_Studies/Library/A2_work/SWOT%20analysis%20of%20 pizza%20hut.edu/urban/papers/a%20new%20products%20analysis%20and%20(ms%2019 68).fao.franchisetrade.com/doc/12814873/SWOT-AnalysisMcDonalds.scribd.shtml http://samplecode.
This action might not be possible to undo. Are you sure you want to continue?
We've moved you to where you read on your other device.
Get the full title to continue listening from where you left off, or restart the preview.