Strategic Quality Management and Customer Satisfaction Paper
Essay Preview: Strategic Quality Management and Customer Satisfaction Paper
Report this essay
Strategic Quality Management and Customer Satisfaction Paper
Team B
Aida Fernandez, Cynthia Spraggins, Matthew McDonald, Okimo Sims, Tasa Stromei
MGT 449 Quality Management and Production
Professor Carolynn Flynn
January 23, 2012
McDonalds is a franchise where there is opportunity for people to work and begin a job experience. McDonalds is well known and needs to make sure that it is following appropriate guidelines in every aspect, especially within quality management and their customer satisfaction. Quality management at McDonalds is one of the major factors that make the corporation one of the most successful fast food restaurants in the world. In 2008, McDonalds vowed to make customer satisfaction a priority and also tweaked its menu by catering to a more health-conscious group (“McDonalds Now Making Customer Satisfaction a Priority,” n.d). Despite posting industry-beating same-store sales for years, McDonalds saw a 4.3-percent drop in its customer satisfaction score in 2010 (“McDonalds Now Making Customer Satisfaction a Priority,”n.d). McDonalds, just like any other business, is always trying to make a good impression and sometimes things do not work out the way they are expected, but the main thing is to continue trying regardless of the weakness because there are also some strong points to work with.
This is a SWOT analysis is about the company of choice McDonalds. This describes the strengths and weaknesses of the restaurants. This information below it, will define the information of the strengths and weaknesses that the restaurants that has been in business and has served more than a billion of people. This SWOT analysis consists of locations that McDonalds is located. It serves it consumers according to their culture diversity, and it never has a problem with doing, either McDonalds thrive to make a good impression on their consumer daily, and this SWOT analysis shows.
Strength
Weakness
McDonalds has been a prosperous business during 1955 and becoming the 20 of the top 50 corporate staff employees started as a restaurant level employee. In addition, 67,000 McDonalds restaurant managers and assistant managers were promote from restaurant staff. Fortune Magazine 2005 listed McDonalds as the “Best Place to Work for Minorities.” McDonalds invests more than $1 billion annually in training its staff, and every year more than 250,000 employees graduate from McDonalds training facility, Hamburger University.
Their test marketing for pizza failed to yield a substantial product. Leaving them much less able to compete with fast food pizza chains.
The business is rank number one in Fortune Magazines 2008 list of most admired food service companies.
High restaurant employee turnover in their restaurants leads to more money being spent on training.
One of the worlds most recognizable logos (the Golden Arches) and spokes character (Ronald McDonald the clown). According to the Packard Childrens Hospitals Center for Healthy Weight children age 3 to 5 were given food in the McDonalds packaging and given the same food without the packaging, and they preferred the food in the McDonalds packaging every single time.
They have yet to exploit on the trend toward organic foods.
McDonalds is a community oriented, socially responsible company. They run Ronald McDonald House facilities, which provide room and board, food and sibling support at a cost of only $10 a day for families with children needing extensive hospital care. Ronald McDonald Houses are in more than 259 local communities worldwide, and Ronald McDonald Care Mobile programs offers cost effective medical, dental, and education services to children. They also are a promoter of the Olympic athletes.
McDonalds have problems with variations in operating and net profits, which ultimately impact investor relations. Operating profit