McDonalds vs. Burger King :: Business Management Studies Essays

McDonalds vs. Burger female monarch In diagnosing the McDonalds organization, the first issue we will examine is theircompany goals. McDonalds has a goal of one hundred pct total customersatisfaction. 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 any(prenominal)it takes to correct their mistake. McDonalds has a second company goal thatsets them apart from most of their competitors. McDonalds was founded on theprinciple of giving back to the community, and that remains one of their primarygoals today. done their charities, Ronald McDonalds House and RonaldMcDonalds Childrens Charities, McDonalds has pumped millions of dollars backinto the community over the years. McDonalds customer service policy is laidout in the McDonalds Guarantee. The McDonalds Guarantee states, Your food willbe hot. Your service will be fast and friendly. And your drive-thru orders will be double-checked right. If youre no tsatisfied, well make it right. Or your next meal is on us. Guaranteed. Thecustomer service procedures of McDonalds argon centered on focusing on onecustomer at a time. They are more concerned with the quality of the service thathe speed of the service. Employees unremarkably take only one order at a time. Theythen prepare that order while the customers wait. After the present customer issatisfied, they move on to the next customer. This procedure allows greataccuracy and quality, but lacks speed. McDonalds climate was not veryappealing. Everything appeared to be focused around the business instead of thecustomers. Employees were working at a rapid pace, but it seemed like they hadno time for customers. They acted as if it was a burden for them to stop andanswer a simple question or refill a drink. The atmosphere was also very noisy.There was constant beeping, banging, and yelling coming from the service area. They did not provide a pleasant ambience for cus tomers to dine in. Mc Donalds communication and leadership were also lacking.The only communication between employees and customers was the placement oforders. The employees provided no feedback in terms of double-checking orders orcommunicating any delays that expertness occur. Communication between employeesconsisted of loud yelling throughout the kitchen. In terms of leadership, we didnot see a manager present during our entire visit. Diagnosing Burger King was alittle more difficult because they do not provide customers with literature(pamphlets) communicating goals and policies, as McDonalds does. However,Burger Kings goals seemed quite clear.