Mc Donald's Comp 2v122o
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Presented By : Ashita Flora (28) Archana Goyal (09) MBA Biotechnology Sec ‘B’ (2009-2011)
CONTENT
TOTAL QUALITY MANAGEMENT
of McDonald’s Company Profile Understanding 4P’s of McDonald’s SWOT Analysis Mission & Vision Allegations faced by McDonald’s Certifications References & Journals
09/02/10
History
2
TANTALIZING ISN’T IT ???
09/02/10 TOTAL QUALITY MANAGEMENT
3
History of McDonald’s 09/02/10
were early American fast food pioneers, originally from Manchester, who established the first McDonald's restaurant in San Bernardino, California in 1940. They introduced the "Speedy Service System" in 1948.
TOTAL QUALITY MANAGEMENT
Richard J. McDonald and Maurice J. McDonald
4
Company Profile
It is the leading global food service retailer with more than 32,000 local restaurants serving more than 60 million people in 117 countries each day. More than 75% of McDonald's restaurants worldwide are owned and operated by independent local men and women.
Itsells hamburgers, cheeseburgers, chicken products, french fries, soft drinks, shakes, and desserts. In response to obesity trends in Western nations and in the face of criticism over the healthiness of its products, the company has modified its menu to include alternatives considered healthier such as salads, wraps and fruit.
TOTAL QUALITY MANAGEMENT
McDonald's Corporation is one of the world's largest chain of hamburger fast food restaurants.
09/02/10
5
PRODUCT
09/02/10 TOTAL QUALITY MANAGEMENT
McDonalds has intentionally kept its product depth and product width limited. McDonalds studied the behavior of the Indian customer and provided a totally different menu as compared to its International offering. It dropped ham, beef and mutton burgers from the menu. “India is the only country where McDonalds serve vegetarian menu”. Even the sauces and cheese used in India are 100% vegetarian.
6
PLACE
09/02/10 TOTAL QUALITY MANAGEMENT
There is a certain degree of fun and happiness that a customer feels each time he dines at McDonalds. It offers hygienic environment, good ambience and great service. Now McDonalds have also started giving internet facility at their center and they have been playing music through radio instead of the normal music. There are certain dedicated areas for children where they can play while their parents can have some quality time together.
7
PRICE
09/02/10 TOTAL QUALITY MANAGEMENT
McDonald’s came up with a very catchy punch line “Aap ke zamane mein, baap ke zamane ke daam”. This was to attract the middle and lower class consumers and the effect can clearly be seen in the consumer base McDonalds has now. It has certain value pricing and bundling strategies such as happy meal, combo meal, family meal etc to increase overall sales volumes.
8
09/02/10 TOTAL QUALITY MANAGEMENT
9
PROMOTION
TOTAL QUALITY MANAGEMENT
09/02/10
The main objectives of advertising for McDonald’s is to make people aware of an item, feel positive about it and it. The right message has to be communicated to the right audience through the right media. McDonald’s does its promotion through television, hoardings and bus shelters. They use print ads and the television programmes are also an important marketing medium for promotion. Some of the most famous marketing campaigns of McDonald’s are: “Aap ke zamane mein ,baap ke zamane ke daam”. “Food, Folks, and Fun” “I’m lovin’ it”.
10
SWOT ANALYSIS FOR MCDONALD’S
09/02/10 TOTAL QUALITY MANAGEMENT
11
MISSION AND VISION STATEMENT
Be the best employer for our people in each community around the world. Deliver operational excellence to our customers in each of our restaurants. Achieve enduring profitable growth by expanding the brand and leveraging the strengths of the McDonald's system through innovation and technology.
TOTAL QUALITY MANAGEMENT
Mission:
09/02/10
Vision: "McDonald's vision is to be the world's best quick service restaurant experience. Being the best means providing outstanding quality, service, cleanliness, and value, so that we make every customer in every restaurant smile”
12
09/02/10 TOTAL QUALITY MANAGEMENT
13
ALLEGATIONS AGAINST MCDONALD’S
2nd Allegation : “All of McDonald's U.S. chicken suppliers use a system called "electrical immobilization" to kill birds”
PETA is now asking McDonald's to "demand that its suppliers switch to a less cruel method of chicken slaughter called controlled-atmosphere killing, or CAK."
TOTAL QUALITY MANAGEMENT
The beef extract is added before the fries are frozen and shipped to the individual restaurants, where they are then fried in 100% vegetable oil.
09/02/10
1st Allegation : “McDonald’s is the world’s largest of beef”
14
09/02/10 TOTAL QUALITY MANAGEMENT
15
ISO 14001
It applies to those environmental aspects which the organization has control and over which it can be expected to have an influence.
This standard is applicable to any organization that wishes to: 1)Implement, maintain and improve an environmental management system. 2)Ensure compliance with environmental laws and regulations .
TOTAL QUALITY MANAGEMENT
ISO 14001 was first published in 1996 and specifies the actual requirements for an environmental management system.
09/02/10
16
WHY ISO CERTIFICATION COUNTS ?
Manufacturers that ship their products overseas.
Company has met every requirement of the standard.
ISO certification broadens marketplace as a certified supplier to leading manufacturers.
TOTAL QUALITY MANAGEMENT
Increased credibility.
09/02/10
17
MCDONALD’S ISO 14001 CERTIFICATION
3) The certificate confirms that McDonald’s company-operated restaurants comply with the highest standards of environmental management and legal requirements. 4) The ISO certification greatly contributed to the strengthening of McDonald’s leadership position
TOTAL QUALITY MANAGEMENT
2) The certification has been successfully renewed twice since 2004.
09/02/10
1) In 2004, McDonald’s Poland validated all company-operated restaurants to the internationally recognized standard ISO 14001.
18
Certification standard is the assurance and commitment:
Continuously monitor,
Correct and Improve processes
TOTAL QUALITY MANAGEMENT
McDonald Modular has certified all the operations of the company to the ISO 9001:2000 standards for Quality Management Systems as outlined by the International Organization for Standardization.
09/02/10
19
SIX SIGMA AT MCDONALD’S
The accuracy of your order, the crispness and freshness of your French fries, and the time it took for your order to be filled.
TOTAL QUALITY MANAGEMENT
Every customer has a set of requirements. If you are meeting their requirements, you are being effective.
09/02/10
Six Sigma, at its basic level, is attempting to improve both effectiveness and efficiency at the same time. It is a measure of customer satisfaction that is near perfection.
20
REFERENCES & JOURNALS
http://media.wiley.com/product_data/excerpt/65/047 12815/0471281565.pdf
http://www.dnv.com/resources/publications/dnv_foru m/2004/no_2/PolishMcDonaldsISO14001certified.asp
http://forum.mesomorphosis.com/generaldiscussion/iso-mcdonalds-bromocriptine-book18116.html
TOTAL QUALITY MANAGEMENT
www.mcdonaldsindia.com/
09/02/10
21
09/02/10
THANK YOU !
TOTAL QUALITY MANAGEMENT
22
CONTENT
TOTAL QUALITY MANAGEMENT
of McDonald’s Company Profile Understanding 4P’s of McDonald’s SWOT Analysis Mission & Vision Allegations faced by McDonald’s Certifications References & Journals
09/02/10
History
2
TANTALIZING ISN’T IT ???
09/02/10 TOTAL QUALITY MANAGEMENT
3
History of McDonald’s 09/02/10
were early American fast food pioneers, originally from Manchester, who established the first McDonald's restaurant in San Bernardino, California in 1940. They introduced the "Speedy Service System" in 1948.
TOTAL QUALITY MANAGEMENT
Richard J. McDonald and Maurice J. McDonald
4
Company Profile
It is the leading global food service retailer with more than 32,000 local restaurants serving more than 60 million people in 117 countries each day. More than 75% of McDonald's restaurants worldwide are owned and operated by independent local men and women.
Itsells hamburgers, cheeseburgers, chicken products, french fries, soft drinks, shakes, and desserts. In response to obesity trends in Western nations and in the face of criticism over the healthiness of its products, the company has modified its menu to include alternatives considered healthier such as salads, wraps and fruit.
TOTAL QUALITY MANAGEMENT
McDonald's Corporation is one of the world's largest chain of hamburger fast food restaurants.
09/02/10
5
PRODUCT
09/02/10 TOTAL QUALITY MANAGEMENT
McDonalds has intentionally kept its product depth and product width limited. McDonalds studied the behavior of the Indian customer and provided a totally different menu as compared to its International offering. It dropped ham, beef and mutton burgers from the menu. “India is the only country where McDonalds serve vegetarian menu”. Even the sauces and cheese used in India are 100% vegetarian.
6
PLACE
09/02/10 TOTAL QUALITY MANAGEMENT
There is a certain degree of fun and happiness that a customer feels each time he dines at McDonalds. It offers hygienic environment, good ambience and great service. Now McDonalds have also started giving internet facility at their center and they have been playing music through radio instead of the normal music. There are certain dedicated areas for children where they can play while their parents can have some quality time together.
7
PRICE
09/02/10 TOTAL QUALITY MANAGEMENT
McDonald’s came up with a very catchy punch line “Aap ke zamane mein, baap ke zamane ke daam”. This was to attract the middle and lower class consumers and the effect can clearly be seen in the consumer base McDonalds has now. It has certain value pricing and bundling strategies such as happy meal, combo meal, family meal etc to increase overall sales volumes.
8
09/02/10 TOTAL QUALITY MANAGEMENT
9
PROMOTION
TOTAL QUALITY MANAGEMENT
09/02/10
The main objectives of advertising for McDonald’s is to make people aware of an item, feel positive about it and it. The right message has to be communicated to the right audience through the right media. McDonald’s does its promotion through television, hoardings and bus shelters. They use print ads and the television programmes are also an important marketing medium for promotion. Some of the most famous marketing campaigns of McDonald’s are: “Aap ke zamane mein ,baap ke zamane ke daam”. “Food, Folks, and Fun” “I’m lovin’ it”.
10
SWOT ANALYSIS FOR MCDONALD’S
09/02/10 TOTAL QUALITY MANAGEMENT
11
MISSION AND VISION STATEMENT
Be the best employer for our people in each community around the world. Deliver operational excellence to our customers in each of our restaurants. Achieve enduring profitable growth by expanding the brand and leveraging the strengths of the McDonald's system through innovation and technology.
TOTAL QUALITY MANAGEMENT
Mission:
09/02/10
Vision: "McDonald's vision is to be the world's best quick service restaurant experience. Being the best means providing outstanding quality, service, cleanliness, and value, so that we make every customer in every restaurant smile”
12
09/02/10 TOTAL QUALITY MANAGEMENT
13
ALLEGATIONS AGAINST MCDONALD’S
2nd Allegation : “All of McDonald's U.S. chicken suppliers use a system called "electrical immobilization" to kill birds”
PETA is now asking McDonald's to "demand that its suppliers switch to a less cruel method of chicken slaughter called controlled-atmosphere killing, or CAK."
TOTAL QUALITY MANAGEMENT
The beef extract is added before the fries are frozen and shipped to the individual restaurants, where they are then fried in 100% vegetable oil.
09/02/10
1st Allegation : “McDonald’s is the world’s largest of beef”
14
09/02/10 TOTAL QUALITY MANAGEMENT
15
ISO 14001
It applies to those environmental aspects which the organization has control and over which it can be expected to have an influence.
This standard is applicable to any organization that wishes to: 1)Implement, maintain and improve an environmental management system. 2)Ensure compliance with environmental laws and regulations .
TOTAL QUALITY MANAGEMENT
ISO 14001 was first published in 1996 and specifies the actual requirements for an environmental management system.
09/02/10
16
WHY ISO CERTIFICATION COUNTS ?
Manufacturers that ship their products overseas.
Company has met every requirement of the standard.
ISO certification broadens marketplace as a certified supplier to leading manufacturers.
TOTAL QUALITY MANAGEMENT
Increased credibility.
09/02/10
17
MCDONALD’S ISO 14001 CERTIFICATION
3) The certificate confirms that McDonald’s company-operated restaurants comply with the highest standards of environmental management and legal requirements. 4) The ISO certification greatly contributed to the strengthening of McDonald’s leadership position
TOTAL QUALITY MANAGEMENT
2) The certification has been successfully renewed twice since 2004.
09/02/10
1) In 2004, McDonald’s Poland validated all company-operated restaurants to the internationally recognized standard ISO 14001.
18
Certification standard is the assurance and commitment:
Continuously monitor,
Correct and Improve processes
TOTAL QUALITY MANAGEMENT
McDonald Modular has certified all the operations of the company to the ISO 9001:2000 standards for Quality Management Systems as outlined by the International Organization for Standardization.
09/02/10
19
SIX SIGMA AT MCDONALD’S
The accuracy of your order, the crispness and freshness of your French fries, and the time it took for your order to be filled.
TOTAL QUALITY MANAGEMENT
Every customer has a set of requirements. If you are meeting their requirements, you are being effective.
09/02/10
Six Sigma, at its basic level, is attempting to improve both effectiveness and efficiency at the same time. It is a measure of customer satisfaction that is near perfection.
20
REFERENCES & JOURNALS
http://media.wiley.com/product_data/excerpt/65/047 12815/0471281565.pdf
http://www.dnv.com/resources/publications/dnv_foru m/2004/no_2/PolishMcDonaldsISO14001certified.asp
http://forum.mesomorphosis.com/generaldiscussion/iso-mcdonalds-bromocriptine-book18116.html
TOTAL QUALITY MANAGEMENT
www.mcdonaldsindia.com/
09/02/10
21
09/02/10
THANK YOU !
TOTAL QUALITY MANAGEMENT
22
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