Audit of McDonald's

Résumé du document

We choose to audit McDonalds because this company represents the success of quick service restaurants' economic model. At present, McDonalds has more than 35 000 restaurants through 120 countries and is the leader on the quick service market. Moreover, it has changed since the 2002 crisis and has been setting up new values like improving its quality of products and services. We have found certain interesting aspects to audit in a company which succeeds in setting up an operating model in all its restaurants and thereby increases its revenue annually by 5% or more. We first discuss McDonalds' Corporation which is the main part of the company and later explain the management of the company at France in different levels. Finally, we study about a McDonald's restaurant in Lyon as part of the audit.

Extraits

[...] For example Quick has approximately 320 restaurants in France, against approximately 1100 McDonald's restaurants. In the United States there is competitors for example Jack in The Box which has more than 2000 restaurants in 17 states of the United States or of Wendy' S and its 9700 restaurants in North America. The local competitors are fewer than McDonald's but despite everything they take an important share of market to him Swot Analysis We are going to see the nowadays situation of McDonald's compared to the market. [...]

[...] the staff contact gives him his order The staff cleans the room. In a servuction model there are often problems and errors since the realization of the service depends of the staff. In this model there are four sources of problem: - P1: Generally when an error is made at McDonald's a sandwich is offered to the customer. - P2: When the credit card of the customer does not work or when the staff has a problem with the credit card machine, there is always the possibility for the customer to pay with cash or cheque. [...]

[...] Meals are composed of 100% French products. Moreover, McDonald's develops regularly the hamburgers and salads proposed. The new menus are composed of products headlights of our culture, such as hamburgers containing cheese: McFondue, McTartiflette . These products meet an enormous success Products -Breakfasts: One formula” *Something sweet *one hot drink Plus if you want: *one Yogurt *One orange juice 4 Brunch formulas 1st formula: hot drink *An orange juice “Minute Maid” pancake Bacon + cheese *Two toasted small brioches fruit an Yogurt 2d formula: hot drink *An orange juice “Minute Maid” bacon and egg McMufin nature pancakes fruit an yogurt 3rd formula hot drink *An orange juice “Minute Maid” pancake Bacon + cheese *three mini “viennoiseries” fruit an yogurt 4th formula: hot drink *An orange juice “Minute Maid” Bacon & Egg McMuffin *three mini “viennoiseries” fruit an Yogurt -For lunch and dinner 5 types of menus: -Happy meal: Especially for children, they choose their meal, garnish, a drink and a desert, and they have a toy to play. [...]

[...] The current economic model of McDonald's France is centred on its basic. The basis are the quality of the public image, the quality of the service, of the products, and the creation of new competing advantages. After the crisis of 2002, McDonald's France really became aware of the customer's needs in order to continue its strategy of growth. Moreover, McDonald's France is going to try to become a competitor of Starbuck thanks to their restaurant in the centre town with his concept McCafé. [...]

[...] With this audit, we have a better vision of the McDonald's. We understand perfectly their new strategy on the French market, and the McDonald's St just is an example in term of design of this strategy. Moreover this audit shows us the organization and the type of management of a worldwide company, and this is very interesting. Sources - www.Mcdonald's.fr, www.Mcdonald's.com - Financial Statement of Mc Donald's Corporation 2004 - Néo restauration, Mai 2005, page 49 à50, - Capital Novembre 2005, page 47 à 49 et Capital Juin 2004, page 28 à 31 - L'Expansion Avril 2004 - www.observatoiredelafranchise.fr - communiqué de presse de McDonald's, et dossier de presse McDonald's, la franchise Mc Do, bien plus qu'un contrat CUSTOMERR Go to seat 6 Clean his tray 9 Go to seat 8 (eat in) SUPPORTS PHYSIQUES BACK OFFICE FRONT OFFICE BLUE PRINT of McDONALD'S Take the order and eat 7 arrival 1 waiting 2 Choice of the menu 3 Order 4 Wait at the count 6.1 Payment 5 The customer leaves 8.1 (take away) Cleaning tables and the restaurant 11 The customer leaves 10 Staff assigned especially to chips 4.5 Sandwich preparation according to the customer's stream 4.6 Send sandiwhes in the bean 4.7 Menu's posted 2.1 Cashing machine 4.2 Take the order 4.1 Preperation of the order 4.3 Delivery of the order min min P1 P4 P2 P3 BLUE PRINT DRIVE McDONALD'S Arrival of the car Order delivery at the cashier The customer leaves Cashier Cashing Payment Choice of the menu Order of food Menu preparation in the kitchen Menu's preparation in bags Board menu at the arrival Order taking CUSTOMER FRONT OFFICE BACK OFFICE Customer goes to the cashier The customers go to the cashier Customer goes to the cashier Take his order Computer transmits to the cashier et after the order The computer transmits the order to the kitchen Cashier 3min SUPPORTS PHYSIQUES Cashier P1 P2 P3 P4 Services offered Beverages available Employees Environment Food Delay Ishikawa diagram for McDonald s St Just Ï%The space is comfortable, settees are good beautiful and individual spaces are quite intimates ay Ishikawa diagram for McDonald's St Just space is comfortable, settees are good beautiful and individual spaces are quite intimates ●Sittings are arranged to fill the space in the best way restaurant is in the middle of buildings in an area where there is not much restaurants ●Enough food, choice to take more than one sandwich ●Lots of choice, and regularly new sandwiches ●Most of the time the food is maintained at the great temperature ●Quality of drinks is bad ●Between 5 and 15 minutes to be served bill is given at the same time ●Than we can seat and eat with our tray. [...]