Mcdonald's and Burger King

2525 words 11 pages
• McDonald's has a goal of 100% total customer satisfaction£¬ this goal is not always attainable. McDonald's has a second company goal that sets them apart from most of their competitors.
• McDonald's customer service policy is laid out in the McDonald's Guarantee. They are more concerned with the quality of the service than the speed of the service. They then prepare that order while the customers wait.
• Employees were working at a rapid pace, but it seemed like they had no time for customers.
• The atmosphere was also very noisy. There was constant beeping, banging, and yelling coming from the service area. They did not provide a pleasant ambiance for customers to dine in.
• McDonald's communication and
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There was autonomy between the different positions. For example, the fry person would just make fries. If he ran into a problem, he could use his knowledge of the fry machine 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.
8. 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.
9. 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 the employee.
10. 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


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