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Submitted by lizdahl on November 8, 2005
Category: Business
Words: 2890 | Pages: 12
Views: 2594
Popularity Rank: 648
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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. Employees were working at a rapid pace, but it seemed like they had
no time for customers. They...
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