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In diagnosing the McDonalds organization the first issue we will examine is theircompany goals McDonalds 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 theydo not meet that goal they will do whatever it takes to correct their mistake McDonalds has asecond company goal that sets them apart from most of their competitors McDonalds wasfounded on the principle of giving back to the community and that remains one of their primarygoals today Through their charities Ronald McDonalds House and Ronald McDonaldsChildrens Charities McDonalds has pumped millions of dollars back into the community over theMcDonalds customer service policy is laid out in the McDonalds Guarantee TheMcDonalds Guarantee states Your food will be hot Your service will be fast and friendly Andyour drive-thru orders will be double-checked right If youre not satisfied well make it right Oryour next meal is on us GuaranteedThe customer service procedures of McDonalds are centered on focusing on onecustomer at a time They are more concerned with the quality of the service than the speed of theservice Employees usually take only one order at a time They then prepare that order while thecustomers wait After the present customer is satisfied they move on to the next customer Thisprocedure allows great accuracy and quality but lacks speedMcDonalds climate was not very appealing Everything appeared to be focused aroundthe business instead of the customers Employees were working at a rapid pace but it seemedlike they had no time for customers They acted as if it was a burden for them to stop and answera simple question or refill a drink The atmosphere was also very noisy There was constantbeeping banging and yelling coming from the service area They did not provide a pleasantMcDonalds communication and leadership were also lacking The only communicationbetween employees and customers was the placement of orders The employees provided nofeedback in terms of
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