McDonalds
Made By
Dalia Mahmoud , Hagar Ahmed ,Noha Hassan
University Of New Brunswick
Presented To :
Dr. Ibrahim Hassan
EXECUTIVE SUMMARY
one of the world's largest chain of hamburger fast food restaurants.
McDonalds currently operates in over 119 countries around the world with over 32,000 stores.
Daily serving nearly 47 Million customers. hamburgers, cheeseburgers, chicken products, French fries, breakfast items, soft drinks, shakes, and desserts main products of McDonalds. McDonald's revenues grew 27% over the three years ending in 2008 to $22.8 billion, and 9% growth in operating income to $3.9 billion.
Vision , Mission & Values of McDonalds
Vision
To be the best & leading fast food providers around the globe
Mission
To be the world's best quick service restaurant experience. Being the best means providing outstanding quality, service, cleanliness, and value, so that we make every customer in every restaurant smile."
Values
Provide good quality, services to customer . Have cleanliness environment when customer enjoys their meal .The value of food product makes every customer is smiling.
History Continued Innovative products
History Continued Innovative Products
History Continued Innovative Products
History Continued Innovative Products
Aims & Objectives of McDonald's
To serve good food in a friendly and fun environment To be a socially responsible company
To provide good returns to its shareholders
To provide its customers with food of a high standard, quick service and value for money
Strategic Goals
Sustainable supply chain
Nutrition & well-being
Environmental Responsibility
Employment Experience Community
Strategy Of McDonalds
Best employer
Operational Excellence Continue to grow and be profitable
McDonalds SWOT Analysis
Strengths
Owns one of the worlds best known brand names Real estate operations bring in large revenues and allow McDonalds to open more stores Countless new innovations- breakfast, playpens, etc. Specialized training for managersLarge market share Strongest international presence among fastfood chains McDonalds Plan to Win- focuses on people, products, place, price and promotion
Weakness
Customer service ranking is the lowest among fast-food chains Many stores beginning to look dated Quality becoming inconsistent Order accuracy is low compared to other chains
Opportunities
Diversification and acquisition of other quickservice restaurants Low-cost menu to attract different customers Initial public offerings in other countries could raise revenues Retail merchandise potentially used to raise revenues
Threats
Increased competition among rival sellers, including price wars, product innovation, and growth Health conscious consumers demanding better quality, healthier menu items All fast-food chains expected to struggle to meet new consumer health expectations
Industry and Competitive Analysis
? McDonalds competes with ther businesses from these other categories as substitute product competitors but primarily competes in the quick-service sandwich market
IMPLMETING TQM TOOLS IN MCDONALDS Second question is:
WHAT KINDS OF COMPETITIVE FORCES ARE INDUSTRY MEMBERS FACING?
1. Rivalry Among Firms 2. Threat of New Entrants 3. Threat of Substitute Products 4. Bargaining Power of Customers 5. Bargaining Power of Suppliers
Information About Sandwiches at McDonalds Restaurant
Sandwich Hamburger Cheese Burger Double Cheese Burger Chicken McGrill Filet-O-Fish Quarter Pounder
Fat grams Calories 10 14 26 16 20 21 280 330 490 400 410 430
Quarter Pounder/Cheese
hot n' spicy McChicken Crispy Chicken Big Tasty Big Mac
47
26 26 32 33
770
450 510 540 600
McDonald's flow chart
Customer focus of McDonalds:
McDonalds not only highlighted the economic value but also the experiential aspects at their store.
McDonalds has begun to focus on the needs of the customer thats why needs to improve the quality of customer service and the cleanliness of the restaurant locations in order to please their customers in hopes that they will become a repeat customer. limed at 100% customer satisfaction for every customer, on every visit. Service Accuracy in order taking Knowing needs Quality food
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Process Focus Of McDonald's
Problem Analysis
Major Problems:
Poor Customer Service Opposing Viewpoints
Health Factor
Increasing Competitor
Problem Analysis
Minor Problems:
Lacking in Management & Marketing
Quick Service Make Customer Dissatisfaction Employee Dissatisfaction
Alternate Strategies
Stay-on-the-offensive strategy
Quick Fortify-and-defend strategy Global strategy
Diversification
Recommendations
Stay-on-the-offensive strategy
The main goal of the stay-on-theoffensive strategy is to be a proactive market leader. The principle of this strategy is to continually stay one step ahead of your competitors and force them to play catch up.
Recommendations Cont.
The Plan to Win strategy is important in the offensive strategy because it is about being innovative and challenging to the competitors. Therefore, it needs to continue onward with its successes while being a head every time with new product innovation, marketing schemes, technology development, customer service, employee training.
BYE BYE SEE U AT McDonaldS
