MANAGEMENT
We are hired by the President of McDonalds as consultants and we are required to observe the overall functioning of McDonalds as customers and then present suggestions for improvement based on a comparison and contrast analysis.
Organizational Goals
It seems that the organizational goals of McDonalds are aimed at achieving customer satisfaction. McDonalds wishes to do so by offering high-quality food items, attractive meals, quick service and courteous and polite behavior of staff. On the other hand, the goals of the competitor restaurant also tends to promote customer loyalty and offers loyalty cards to customers to keep them coming back for more. At McDonalds, all employees are given complete awareness of the organization goals and every employee tries his best to please customers.
Organizational Structure
The organization structure of McDonalds is arranged in a hierarchy form where there is a General Manager, Shift Manager, Waiters and Servers. Each member in the organizational structure is aware of his responsibilities and they ensure that the restaurant look clean and tidy and superior level of service is delivered to the customers. In simple words, the entire team works in harmony however, open communication is usually observed to be lacking.
Technology
It has been known that McDonalds has made the most of the technology in its operation. The order taking, payment, order processing systems are all computerized. Technology has also helped McDonald prepare a fresh and quality meal with the latest kitchen equipment and machinery. The quick service at the drive-thru is also achieved by making the most of the technology. However, making sure that technology is updated regularly as compared to those of competitors.
Environment
The environment in which McDonalds operates is the external and internal environment. We know that McDonalds is the oldest and biggest fast food chain which has established its reputation worldwide for decades. However, the smooth functioning of McDonalds get disrupted by the political, economic, social and technological set up as well as the strategies of its competitors. The internal environment of McDonalds is composed of employees and customers who exhibit loyalty and satisfaction.
Employee Motivation
The employees at McDonalds appear to be motivated and satisfied as they believe in doing their jobs with responsibility. None of the employees are found to be displeased even if the customer makes any complaint. McDonalds keep the employees motivated by giving them compensation and benefits and most of all, pat on the back for performing well. The picture of an employee of the month near the ordering plus billing counter reflects that McDonalds values its employees and works hard to keep them motivated which is a positive sign. McDonalds understands that if the employees are motivated, they would attract more loyal customers.
Communication
It appeared that communication among the staff members was quite open but when a staff member has to transfer a customer’s complaint to the manager, he usually faces some hesitation. This meant that the manager needs to develop a better and flawless communication with subordinates so that they do not lack confidence while communicating with him. When there is no communication gap between the staff and branch manager, the performance of the employees will improve which means more profits for McDonalds (Josee, n.d.). From a bigger perspective, the communication between the McDonalds head office and branches appeared smooth as all policies and procedures were deeply rooted in the employees’ behaviors.
Leadership Style
Goldman, E., Santos, T., Tully, S. (2008) states that the leadership styles at McDonald are the directive and supportive leadership styles. Some leaders make use of the directive style of leadership by giving precise and relevant directions whereas others consider listening to the employees’ side first and then try their best to keep them delighted and lay down favorable policies. No one style of leadership can be effective.
Policies/Procedures/Rules/Standards
The brochures and news articles available at McDonalds stated company’s policies, rules, and standards very clearly which gives the customers a fair idea of the overall functioning and effectiveness of the fast food chain.
Job Design
The job design at McDonalds seemed to be satisfactory. In order to ensure that employees do not feel bored of their jobs, they were assigned jobs on rotation. When variety is made a part of job design, employees learn more and enjoy their jobs (McDonalds, n.d).
Organizational Climate
The organizational climate of McDonalds appeared to be very comfortable yet professional. McDonalds offers a climate where learning is promoted and valued. Moreover, diversity is considered as an important element of organizational climate at McDonalds (Thompson, 2015). The employees included not only the natives but also Indians, Chinese and Pakistanis and were treated with equal dignity.
References
Goldman, E., Santos, T., Tully, S.. (2008). Observation of Leadership & Organizational Behavior at McDonald's. Available: http://www.ericgoldman.name/en/2008/observation-of-leadership-and-organizational-behavior-at-mcdonalds/. Last accessed 3rd April 2016.
Josee. (n.d.). WHY MCDONALD'S IS AHEAD OF ITS PEERS Creating global sustainability framework in collaboration with stakeholders.Available: http://www.between-us.com/1069/why-mcdonald-ahead-its-peers.htm. Last accessed 3rd April 2016.
McDonalds. (n.d.). Corporate Careers. Available: http://www.aboutmcdonalds.com/mcd/corporate_careers.html. Last accessed 2nd April 2016.
Thompson, A. (2015). McDonald’s Organizational Culture Analysis. Available: http://panmore.com/mcdonalds-organizational-culture-analysis. Last accessed 2nd April 2016.
