McDonald’s Corporation
A case study

Q1:- What are the different dimensions of Quality that must be emphasized by McDonalds to remain competitive in the food industry?
Ans:- the different dimension of quality which McDonald must be emphasized to compete in food industry market are Reliability or consistency in their product throughout the world, giving quick service to their customer and Aesthetics which means color style decoration of franchises, these all play major role in customer satisfaction. Which mostly give it advantage from their competitors.
In the case the McDonald adopted new innovation to speeding their service and The McDonald should more emphasized on the adaptation of new technology which is helpful for speeding up their services and may help to improve their performance in other area to satisfy their customer and may compete with their competitors in the food industry market in future.
Reliability is another dimension of quality that give advantage from competitors to McDonald that it give same product everywhere which means that in every franchises give same quality product to their customer as a result more loyalty from customer side. It increases customer satisfaction.
Q2:- Among the six concepts of TQM which one are adopted implemented by McDonalds?
McDonald is using concepts of TQM which are as follows with example.
1: Leadership
A committed and involved management to provide long term top to bottom organizational support to implement over all TQM e.g. McDonald in this case adopting new technology for speeding service, and motivating their employees by giving them benefits program which energize, reward, and retain talented and potential people.
2: Customer Satisfaction
In this case McDonald do or perform more for customer satisfaction. When McDonald goes through “Having the right product at the right prices” strategy and “putting people first” these can increase the customer satisfaction.
McDonald is aimed at pleasing their customers through treating them equally without regards to their status or whatever discrimination that can be made upon. Aside from the corporation’s quick service and its universal friendliness to the customers, the corporation has also approximately 2,800 employees who provide a wide variety of support functions to the thousands of McDonald’s restaurants around the world through a network of divisional, regional and local-country offices. These can increase the customer satisfaction.

3: Employee Involvement
McDonald involved their employees in this case study by providing In terms of their treatment towards their employees, the corporation also has this initiative of satisfying their employees through a benefits program that is designed to attract, energize, reward and retain talented and potential people who will be able to produce superior business results and enhance the corporation’s leadership position in the fast food industry. McDonald’s has realized that satisfied employees will become motivated in their work; hence, there will be maximization of productivity as their employees bring be able to satisfy their customers in giving them exceptional.

Q3:- Identify additional strategies that could be adopted by McDonalds to improve quality of the product?
Ans:- McDonald should adopt the strategy of relationship with their supplier and response on customer feedback.
Relationship with supplier help in providing raw material for the product, if the quality your raw material is high automatically product quality is high which catch high satisfaction from customer.
Response on customer’s feedback after evaluating these feedback can help in the improvement of product quality.
Q4:- Describe the issues and challenges that are faced by McDonalds Corporation in implementing TQM approach?
Ans:- In this case study writer does not express any issues and challenges which are faced by McDonalds but when implementing TQM by McDonald some of the issue or challenge may be exist.
In the first it may face improper planning for implementing TQM
It may be faced lack of continuous training and education about making standard burger and how to give service to their customer.
It may be faced coordination among department and individuals.
Improper employees work contribution to organization measurement techniques and lack of access to data and results.
Q5:- what are the tools and techniques that can be adopted by McDonalds Corporation to increase productivity, enhance quality, and reduce defects or errors?
Ans:- leadership is the tool which motivate and involve the employees to increase the productivity, enhance the quality and reduce defects or errors in the product. It can involve the employees in the decision process about product and service.
Team work of employees can also increase productivity, enhance quality, and reduce defects or errors in the production of product.
Training is the tool which increase the productivity, enhance quality, and reduce defects or errors in the production of product and services.
Q6:- Explain the role played by management of McDonalds in implementing successful process of total quality management?
Ans:- in this case study the MacDonald’s management played successful role in implementing the TQM. Management motivate their employees by giving them benefits program which energize, reward and retain talented and potential people which are helpful in gaining customer satisfaction and they are more committed with their organization. Adopting new innovated technology to help their employees in the production process which increase the service speed.
To satisfy their customer management introduce the “having the right products at the right prices” strategy and they focus on customer that they afford price of our product. Management is customer oriented.
Management also play role in attracting the customer for their franchises when they change the style, colors, decors and technology.
By these all management captured customer satisfaction which is the main goal of TQM.