The report here gives an overview of operations management of a fast food industry in Australia. Here the chosen fast food chain is McDonald, considered the largest in the world. The report begins with a discussion on the established and emerging value propositions of McDonalds. There is a vivid description of how McDonalds is trying to adopt means for enhancing its value to the customers so that amongst all its competitors, McDonalds becomes a choice of the mass. The report also describes about the manufacturing excellence of McDonalds with special focus on product quality, training, customer satisfaction, continuous improvement, application of six sigma and reduction in product cycle time. There is also a discussion between the service quality and profitability of the fast food chain. There is also discussion on the operational challenges faced by the fast food industry like McDonalds. In the report, one can also find a process map that describes the order fulfillment process of the fast food chain. Further, there are also recommendations on how the fast food chain can improve its service.
The fast food chain chosen here is McDonalds, Australia. McDonalds have adopted certain value propositions for convincing the potential customers to buy their products. The idea behind establishing the value proposition is to ensure that customer specifically opts for McDonald’s products in a market that offers similar products (McDonald and Wilson 2016). The established value proposition of the fast food chain includes focusing solely on the needs and wants of the customer by providing superior service and high quality food offered in a welcoming as well as clean environment. Moreover, the fast food chain also aligns the pricing of the product, food standards and operational processes to meet the customer demand. The consistent globalization of the standards and the power of branding is something that sets it aside from the competitors. The fast food chain not only offers food at a cheaper rate but also at a convenient option.
The company has some emerging customer value proposition. As a part of this plan McDonalds has introduced cappuccinos, lattes and mochas as a part of the McCafe section of the menu. The introduced coffee not only tasted better but also gave a tough competition to the coffee makers like the Star bucks (Leekha and Sharma 2014). Mcdonald’s have not only introduced various chicken and dessert items but also premium and iced coffee. The fast food chain has also launched a McDelivery service for the convenience of the customers. They have also started revamping their restaurants and introducing the concept of McPick 2 where customers allowed to order minimum two items by paying a price of $5 along with a beverage priced at $1. The fast food chain has also ensured rolling out a menu with ingredients of higher quality (Badal 2017).
The total quality management (TQM) in McDonald focused on constant improvement of products and customer service to fulfill the needs and wants of the customers (McDonald and Meldrum 2013). Therefore, the fast food chain increases its level of efficiency through constant improvement of product quality, training, constant improvement, customer satisfaction and human resource services.
Focus on Product Quality:
The fast food chain like McDonald has focused on the improvement of its food quality. Thus, McDonalds have ensured the maintenance of a menu, the nutritional value of which tested in accredited laboratories so that they do impose any adverse effect on the customers who are prone to food allergy (Ryu, Lee and Gon Kim 2012). Thus, in order to improve the food quality the fast food chain has ensured variation in serving sizes, techniques for preparation, sources of supply and product testing.
Focus on Training:
McDonald’s focuses on the training of the employees as a part of the total quality management. The fast food chain trains the employees to be at work on time wearing proper and clean uniform. The employees trained to ensure that the customers receive quality and safe food thereby making a rule for them to wash off their hands on a frequent basis. Employees are also trained to follows certain standard operational procedures in order to ensure exceptional service and quality to the customers (Prajogo, Tang and Lai 2012). While preparation of food the employees must not only wear gloves but also ensure that the fish and meat fried properly. They must also ensure that the vegetables washed properly when using them in food. The fast food chain also focuses on the fact that the employees work as a team and possess high energy so that they can ensure effective service.
Focus on Customer Satisfaction:
Fast food chain like McDonalds primarily focuses on the satisfaction of the customers through improvement in quality standards of food and ensuring well-trained employees (McDonald Karg and Vocino 2013). They also make sure that the customers left with no scope of dissatisfaction towards the company.
Focus on Continuous Improvement:
The fast food chain like McDonalds focuses on continuous improvement in terms of employee training, food quality and other developments that control the overall functioning of the organization (Poksinska, Swartling and Drotz 2013). These steps enabled fulfilling the desires and want of the customers but also helped the company in gaining a competitive advantage.
Application of Six-Sigma:
According to (Basu and Wright 2012) Six Sigma revolves around certain key concepts based on customer liking, failure to delivery, variation, stability in operations and process adopted for improvement. However, if the fast food chain explained in the context of Six Sigma then one can observe that the company has incorporated Good Manufacturing Practices (GMP), approved Hazard Analysis Critical Control Point (HACCP) plan, sanitation and food security program for the purpose of maintenance of quality (Weltman and Swink 2015). The Fast food industry also tries to repair the damages cause by customer dissatisfaction. The Fast food chain also tried incorporate variation in the menu and maintain a stable operation.
Reduction of Cycle Time:
As a part of the total quality management (TQM), McDonalds has tried to reduce its cycle time through the introduction of 24-hour services like McDelivery and Drive-thru (Venkataraman et.al 2014). Thus, the fast food chain tries to simplify the work process amongst the departments and removal of unnecessary steps for ensuring a successful TQM.
Service quality of McDonald depends on its reliability, assurance, tangibility, empathy and responsiveness. McDonald makes sure that the fast food chain has the ability to perform the promised service not only accurately but also dependably. The fast food chain also ensures assurance through delivery of courtesy and knowledge of the employees and at the same time helps in conveying confidence and trust. The fast food chain also attains tangibility through its equipment, physical facilities, communication materials and personnel (Rahman, Khan and Haque 2012). McDonalds also empathizes with its customers through the provision of individualization and care. This fast food chain also has the willingness in helping the customers by providing prompt service. The service quality is important as it helps in maintaining a positive relation with the satisfaction and behavioral intentions and people thereby driving them more towards the fast food chain that in a way helps in increasing its profitability. The food chain giant believed to generate revenue of of $1.66 billion (Parsa et.al 2012).
The operational challenges faced by fast food chain like McDonalds include:
Figure: Process Map for McDonald Order Fulfillment Process
Source: (Dumas, La Rosa and Mendling 2013)
The recommendation on improving the service operations of the fast food centre includes for increasing its profitability includes:
Focusing on the Value: McDonald can enhance its service operations by inclusion of value items like few preferred entries, two or more beverages and a desert item
Promoting New Items: The new items included in the menu promoted in order to not only appeal a variety of diners but also ensure balancing the special price menu through the elimination of too many options.
Valuing Old Staff: Trained old staffs should be valued and compensated adequately so that they are able to provide quality service for pleasing customer experience
Using Advertising Tie-up: Taking up successful food promotions through tie-ins can lead to improvement of service operations of McDonald. This can involve choosing an event that not only promotes the brand but also advertise the sporting events.
Conclusion
The report ends in the light by providing recommendations on how the fast food industry of Australia can improve its service through adoption of steps like promoting new items, using advertising tie-ups, focusing on value and valuing their old employees. There is also process map that provides a description of the order fulfillment process undertaken by McDonalds. The report also describes the operational challenges faced by the managers of McDonalds. Through the report, one can also gain an insight into the profitability and service quality of the fast food chain. There is also discussion on the fact that McDonalds can gain excellence in manufacturing through continuous improvement, customer satisfaction, product quality, training, and reduction in product cycle time and application of the six-sigma concepts. There is also clear description of how McDonalds is adopting means for its customer value so that it becomes the choice of the mass among all its competitors. Therefore, the report has done an analysis on the established and emerging value propositions of McDonalds. Thus, the report satisfactorily describes the operations management of McDonalds quite successfully covering all the necessary points.
References
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