http://www.trainingmag.com http://www.aboutmcdonalds.com Individual Research Project: Students shall research through the use of the internet, current publications or personal interviews and other forms of direct research quality service programs currently being administered by a food service or hospitality organization. The result will be a topic paper that will answer the following questions: What is the company’s commitment to quality services?
How is it communicated to their employees?
How is it communicated to their customers?
What specific areas of service does their plan intend to improve or guarantee?
What examples can they give that shows success?
What procedures do they have in place to ensure continuous improvements? McDonald's is the leading global foodservice retailer with more than 36,000 local restaurants serving approximately 69 million people in more than 119 countries each day. There commitment to serving people has always been one of their top priorities. McDonald’s opened in 1940 in San Bernardino, as a BBQ restaurant with a drive-in and carhop service. In 1948 McDonalds shut down their restaurant for three months for remodeling and opened back up, as we know it today, a hamburger joint. They reduced their menu to 9 menu items including, hamburger, cheeseburger, soft drinks, milk, coffee, potato chips and slices of pie. The 15-cent hamburger was the staple of this restaurant at this time. In 1955 the second location opens in Des Plaines Illinois. In 1956 Fred Turner was hired to become the head of McDonald’s operations, which he puts in place quality service and cleanliness plans that still continue to be used today. In 1965 there are over 700 McDonald’s all over the United States. By 1967 McDonald’s goes international opening in Canada and Puerto Rico. They provided entertainment for kids and also good tasting hamburgers for all. McDonald’s introduced Ronald McDonald and his friends as entertainment for children. In 1975 they introduced breakfast another thing they did to provide quality service to their guest.
“McDonald's brand mission is to be our customers' favorite place and way to eat and drink. Our worldwide operations are aligned around a global strategy called the Plan to Win, which center on an exceptional customer experience – People, Products, Place, Price and Promotion. We are committed to continuously improving our operations and enhancing our customers' experience.” This is their mission statement and they have done a great job with keeping up with this all these years. McDonald’s provides their customers all with quality food and superior service in a clean, welcoming environment, at a great value. Their goal is quality, service, cleanliness and value for each customer, each and everyday.
McDonald’s follows the seven basic principles founded by Ray Kroc to educate their employees to guide their behavior, actions and decisions. Those seven principles are “We place the customer experience at the core of all we do”, “We are