• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Swot Analysis

Extracts from this document...

Introduction

Swot Analysis McDonald's vs. Burger King Organizational Diagnosis by Fastalk Consultants In diagnosing the McDonald's organization, the first issue we will examine is their company goals. McDonald's has a goal of one hundred percent total customer satisfaction. However, they do realize that this goal is not always attainable. Therefore, if for any reason they do not meet that goal, they will do whatever it takes to correct their mistake. McDonald's has a second company goal that sets them apart from most of their competitors. McDonald's was founded on the principle of giving back to the community, and that remains one of their primary goals today. Through their charities, Ronald McDonald's House and Ronald McDonald's Children's Charities, McDonald's has pumped millions of dollars back into the community over the years. McDonald's customer service policy is laid out in the McDonald's Guarantee. The McDonald's Guarantee states, Your food will be hot. Your service will be fast and friendly. ! And your drive-thru orders will be double-checked right. If you're not satisfied, we'll make it right. Or your next meal is on us. Guaranteed. The customer service procedures of McDonald's are centered on focusing on one customer at a time. They are more concerned with the quality of the service than the speed of the service. Employees usually take only one order at a time. They then prepare that order while the customers wait. After the present customer is satisfied, they move on to the next customer. This procedure allows great accuracy and quality, but lacks speed. McDonald's climate was not very appealing. Everything appeared to be focused around the business instead of the customers. ...read more.

Middle

Therefore, the workforce is constantly changing and adapting to new employees and new situations. VII. Job Design The design of the job in both McDonald's and Burger King ran smoothly at times. There was autonomy between the different positions. For example, the fry person would just make fries. If h! e ran into a problem, he could use his knowledge of the fry ma! chine to fix the problem without having to go to management. There was a visual barrier between the different positions, however no position seemed more glorified than another one. VIII. Leadership Style There was similar leadership style employed by the management at both stores. Task orientation was essential to meeting the goal of fast food. Each person had to be focused on the task at hand, because during certain hours of the day, both stores were very busy. There seemed to be little flexibility from management if it meant compromising their goals. IX. Policies/Procedures/Rules/Standards Standardization seemed to be the key at both stores. One can walk into any McDonald's in the country and find that a Big Mac is the same everywhere. Similarly, a Whopper will taste the same at every location. Therefore, the ingredients, and cooking methods must remain constant throughout. There can be no variation. Rules and procedures were posted on clear signs and made directly available to th! e employee. X. Organization Climate There seemed to be individual autonomy for the most part at both stores. However, the reward system was not easy to identify. They seemed expected to do their job consistently and accurately, perhaps in fear of punishment. They received cooperation from management as long as they were working diligently. ...read more.

Conclusion

we did not see signs of any type of contribution to the community. People may think that the company is greedy and only cares about profit. A charity would show that Burger King cares about the community. In addition, both of these restaurants desperately need to incorporate the fundamentals of great service into their game plans. It would make a tremendous difference if a cashier would very simply smile and say "thank you" after returning your change. From the expressions on the faces of some of the employees we felt as if we ruined their entire day just by walking through the door! Personality and attitude should be major considerations when hiring employees. Hire only those who will take pride in their jobs, be professional, and treat the guests very well. Our final recommendation for both operations is to adopt a "Total Quality Management" philosophy. Food should come out with the right ingredients and at the correct temperature. It is a waste of time and money to make ! an order over again if it is not perfect the first time. With ! better t raining and communication there should be no reason for orders to be less than perfect. The proper attention could be directed to the next customer waiting in line. If things are done correctly the first time, it will save aggravation for the guest, who, by the way, will remember that his order came out exactly how he wanted it. Basically, just take care of the customer. Give employees the power to do whatever it takes to make them happy. Exceed their expectations and, in return, you will have a life long patron. He will be back again, and again, increasing long run profitability. This concept should be applied to McDonald's as well as Burger King, to helpattain their corporate goals. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Marked by a teacher

    Sainsbury's organizational structure.

    5 star(s)

    Under the role culture where all the members are divided according to their roles, here the organization structure will be functional organization structure and the style will be democratic. Under the task culture, organizational structure will be matrix organization structure and the style will be democratic.

  2. Customer service Tesco's customer expectations

    The certification process is very demanding. The benefits of IS0 9000 for Tesco include marketing necessity, saving in costs, fewer complaints, fewer problems and reduction of waste in internal processes. For Tesco to get the certificate they must document all its procedures and carry them out precisely as they are specified.

  1. Produce a case study comparing two business organisations, investigating the extent to which each ...

    Other customers may appreciate the fact that they are on their own and prefer to be treated individually rather than grouped together with others. Tesco have a range of products, which reflect ethnic backgrounds in the UK. Cultural backgrounds influences people's traditions, tastes, preferences and opinions and therefore will have

  2. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    This Act stipulates guidelines about how personal information of both internal and external customers should be handled by organisations such as Argos. This helps to prevent fraud and scam. Also this policy is important to Argos has it helps meet its company's objective of survival.

  1. Nestle is a food manufacturer. It

    Nestle tries to meet high standards throughout the organisation by following the laws, which guide companies all over the world on each sector of business interest. All companies must follow the Equal Pay Act 1970. This means that both men and women do not better one another.

  2. The background of the Kettering Park Hotel and Spa

    Task Culture - Are organized in project teams. Need to be more flexible and need to fit the needs of the project. There are less functional areas as you work in a group. When the project ends, the person would be put in a different role. The Kettering park hotel isn't a task culture overall but in some areas they are.

  1. Tesco a leading food retailing company founded in 1924 by Sir Jack Cohen

    They also provide organic food for healthy eaters due to the 'foot and mouth' disease outbreak a couple of years back. During the outbreak of this disease, Tesco was the first company to contribute to a fund supporting British farmers.

  2. From Production Line to Segmentation of Production

    The question at hand is a question of change management or project management. In the next part, the project of change will be unfolded. 3. Projects for managing change Change is something that happens all the time and everywhere. But change within a firm or - to put it more

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work