Group 2Elizabath EappenSwarupa Rani SahuAnamika ChakrabortySherin Thomas

Mcdonald

LIBA 2

McDonalds• McDonald's is the world's leading food service

retailer – 33,000 restaurants– 119 countries – 67.8 million customers each day.

In India-– Present in about 52 towns and cities across India– around 250 McDonald's restaurants– serving more than 6.5 lakh customers daily in India.

LIBA 3

Service Culture McD

• Thomas Friedman says “McDonald’s serves the interest of middle classes that are emerging in autocratic, undemocratic societies. Countries that have a McDonald’s within their borders have never gone to war against each other”

• Experience: eating in a cheerful, AC, child-friendly restaurant that offers revolutionary innovation of clean toilets

LIBA 4

McDonalds India Supply Chain

• One of highest precision– On time delivery – Enabled to cut down cost– Maximize profitability– Highest quality standards

• Sources from within the country– Developed local businesses– Works with 38 suppliers

• Distribution centers- Noida, Mumbai, Bangalore , Kolkata

LIBA 5

• The cold chain concept– Took 6 years– Brought a revolution

• Dynamix Dairy Industry Supplier of cheese 15 bulk cooling centres Stringent quality control measures

Trikaya Agriculture Supplier of iceberg lettuce – intrinsic part of the cold chain Advanced agricultural practices International exposure

Vista Processed Foods Range of frozen chicken and vegetable foods World-class infrastructure and support services innovation in taste, nutritional value and convenience

Radhakrishna Foodland Distribution management services Local supply networks Effective process control

Amrit Food UHT milk and milk products for frozen desserts Automatic machinery – no human contact Strict quality control

Safety measures

McDonald’s Quality Inspection Programme (QIP) quality checks in cold chain system cut down operational wastageHazard Analysis Critical Control Point (HACCP) systematic approach to food safety food processing plants and restaurants in India HACCP verification at least twice in a year and

certified

LIBA 9

McDonald’s Success Secret• “Golden Arches”• Mascot : Ronald McDonald

• QSCV - the formula for success– Quality, Service, Cleanliness, Value

• Franchise model – only 15% of the total number of restaurants are owned

by the company

LIBA 10

McDonald’s: Menu Customization

• Separate veg and non veg kitchens in Indian outlets• Introduced more veg items in the menu• Diversified from beef & pork to egg & chicken• Happy price menu – attracted Indian customers

http://www.youtube.com/watch?v=tPuDbz05Bv4

• Product elimination – removal of Beef flavored food• Product innovation to cater Indian tastes (e.g. Chicken

Maharaja)• Mc Delivery : McDonalds at

your doorstep

LIBA 11

• Family place –children as the target audience• Kids zone

Happy meal toys Birthday parties

Monitoring and improving standards

• Is there a drop of in the number of customers Coming in daily? If so then Why?

• Is there an increase in the number of customers coming? If so then why?

• Determining; what we're doing right and what we’re doing wrong.

Gaining effective feedback

Internal• SOC one every month (station observation checklist)• Progress reviewed on a regular basis• Performance reviews every 12 months• Chance to see how well your doing and how

you can improve

External• Surveys from time to

time• Group of small

customers and asking about the service

(free meal to participate)• Manager goes

around asking customers about the service

Why provide effective customer service and provide employees with ongoing training

Customer Service• Remain competitive• Understand your customers

needs and wants• Keep up with the latest trends and techniques• Retain customers

Ongoing Training

• So employees are constantly improving in their field of work

• Impact on performance– Happier working when they are confident with

their duties and how to perform them– Decrease in absenteeism – Increase in productivity– Better customer service

LIBA 16