Mcdonald Essay

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1. You employed as a consultant to McDonalds to improve the quality of service. You have studied that TQM practices could be applied to service industry. You pay visit to one or two McDonald restaurants, make a detailed study of the quality of services in those restaurants, collect some primary/secondary data on service aspects, make an analysis and recommend McDonald about the improvements to be made. All these details have to be documented and it is your first assignment. Total Quality Management (TQM) is a management approach to a long term success through customer satisfaction. It’s not only limited to product quality improvement but also covers a wider aspect of quality in the service sector. With TQM’s main objective being to establish a management system and corporate culture to ensure that customer satisfaction is enhanced, which involves a systematic method for continuous improvement of organization processes, resulting in high quality products and services (Waldman, 1994), it also lead to better service quality and organizational performance (Cook and Verma, 2002). In a TQM effort, all members of an organization participate in improving processes, products, services and the culture in which they work. Successful TQM implementation will give benefits in improving quality and reduction in costs. Basically there are eight components for quality of services, which included time, timeliness, completeness, courtesy, consistency, accessibility and convenience, accuracy and responsiveness. These components made up the quality of any services provided in this industry in order to meet the customer satisfaction. Therefore we pay a visit to a McDonald restaurant located at Seri Kembangan, Selangor in to study the quality of services provided by McDonald in order to make suggestion to improve their quality of services. As we all know, McDonald is a well-known

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