Strategic Quality Management and Customer Satisfaction Paper

Strategic Quality Management and Customer Satisfaction Paper

Team B

Aida Fernandez, Cynthia Spraggins, Matthew McDonald, Okimo Sims, Tasa Stromei

MGT 449 Quality Management and Production

Professor Carolynn Flynn

January 23, 2012

McDonalds is a franchise where there is opportunity for people to work and begin a job experience. McDonald's is well known and needs to make sure that it is following appropriate guidelines in every aspect, especially within quality management and their customer satisfaction. Quality management at McDonalds is one of the major factors that make the corporation one of the most successful fast food restaurants in the world. In 2008, McDonald's vowed to make customer satisfaction a priority and also tweaked its menu by catering to a more health-conscious group ("McDonalds Now Making Customer Satisfaction a Priority," n.d). Despite posting industry-beating same-store sales for years, McDonald's saw a 4.3-percent drop in its customer satisfaction score in 2010 ("McDonalds Now Making Customer Satisfaction a Priority,"n.d). McDonald's, just like any other business, is always trying to make a good impression and sometimes things do not work out the way they are expected, but the main thing is to continue trying regardless of the weakness because there are also some strong points to work with.

This is a SWOT analysis is about the company of choice McDonald's. This describes the strengths and weaknesses of the restaurants. This information below it, will define the information of the strengths and weaknesses that the restaurants that has been in business and has served more than a billion of people. This SWOT analysis consists of locations that McDonald's is located. It serves it consumers according to their culture diversity, and it never has a problem with doing, either McDonald's thrive to make a good impression on their consumer daily, and this SWOT analysis shows.

Strength Weakness

McDonald's has been a prosperous business during 1955 and becoming the 20 of the top 50 corporate staff employees started as a restaurant level employee. In addition, 67,000 McDonald's restaurant managers and assistant managers were promote from restaurant staff. Fortune Magazine 2005 listed McDonald's as the "Best Place to Work for Minorities." McDonald's invests more than $1 billion annually in training its staff, and every year more than 250,000 employee's graduate from McDonald's training facility, Hamburger University. Their test marketing for pizza failed to yield a substantial product. Leaving them much less able to compete with fast food pizza chains.

The business is rank number one in Fortune Magazine's 2008 list of most admired food service companies. High restaurant employee turnover in their restaurants leads to more money being spent on training.

One of the world's most recognizable logos (the Golden Arches) and spokes character (Ronald McDonald the clown). According to the Packard Children's Hospital's Center for Healthy Weight children age 3 to 5 were given food in the McDonald's packaging and given the same food without the packaging, and they preferred the food in the McDonald's packaging every single time. They have yet to exploit on the trend toward organic foods.

McDonald's is a community oriented, socially responsible company. They run Ronald McDonald House facilities, which provide room and board, food and sibling support at a cost of only $10 a day for families with children needing extensive hospital care. Ronald McDonald Houses are in more than 259 local communities worldwide, and Ronald McDonald Care Mobile programs offers cost effective medical, dental, and education services to children. They also are a promoter of the Olympic athletes. McDonald's have problems with variations in operating and net profits, which ultimately impact investor relations. Operating profit