operations Flashcards
What is the strategic role of operations management for McDonald’s in achieving cost leadership?
- Utilises economies of scale through large-scale operations.
- Invests in technology and global training programs like Hamburger University.
- Modernises management structures for increased efficiency.
How does McDonald’s achieve good/service differentiation?
- Focuses on consistent quality improvements like the “Best Burger” initiative.
- Offers a diverse menu tailored to customer preferences, such as healthier meal options.
- Provides innovative services like app-based ordering and delivery partnerships.
How does globalisation influence McDonald’s operations?
- Transfers capital, labour, and intellectual property across 42,000 restaurants in 115 countries.
- Implements global standards like “One McDonald’s Way.”
- Generates resilient global sales, with over US$129.5 billion in systemwide sales in 2023.
What technological advancements have impacted McDonald’s operations?
- Automated drink dispensers and predictive analytics systems like “eProduction.”
- Mobile ordering apps and delivery integrations with DoorDash and UberEats.
- Google Cloud partnership for real-time data collection collecting real time data about store operations and using AI and Machine Learning to develop strategies to improve performance.
How does McDonald’s address quality expectations?
- Employs a “3-legged stool” approach (suppliers, franchisees, employees) for high food quality.
- Fast food fit for human consumption by Food Standards Australia New Zealand Act 1991 in Australia. Also conducts announced and unannounced food safety audits of stores..
- Improves core products through initiatives like “Best Burger, is small changes to how burger is cooked/assembled until perfected and tested
How does McDonald’s approach cost-based competition in its operations?
Operates within tight profit margins, earning an average of 6 cents per dollar spent by customers.
Achieves profitability through economies of scale, efficient processes, and cost reduction strategies.
Focuses on maintaining low production and operational costs while ensuring quality to remain competitive in the fast-food industry
How does McDonald’s comply with government policies related to food standards?
Adheres to the Australia and New Zealand Food Standards Code to ensure products are safe and fit for consumption.
Implements the HACCP (Hazard Analysis Critical Control Point) safety plan to monitor and control food handling processes.
Conducts rigorous checks, such as 52 safety inspections per meat patty before it reaches restaurants.
How does McDonald’s comply with local, state, and federal legal regulations in Australia?
Local level: Ensures restaurants are located in commercially zoned areas.
State level: Complies with the Workplace Health and Safety Act 2011 (NSW), providing a safe environment for employees.
Federal level: Abides by the Australian Consumer Law 2010 (Cth), which governs marketing, advertising, product safety, and quality guarantees
What are McDonald’s key approaches to environmental sustainability?
Minimising waste to reduce costs through sustainable practices in operations, supply chain, and advocacy.
Energy use: Committed to achieving net-zero greenhouse gas emissions by 2050 by implementing energy-efficient technologies.
Water use: Saves water with rainwater tanks, time-flow taps (saving 200 litres daily), and water-efficient spray guns (saving 800 litres daily).
Sustainable packaging: 81% of packaging is made from renewable, recycled, or certified materials; works towards eliminating excess packaging and closing the recycling loop.
Transport and distribution: Reduces fuel consumption by optimising logistics, travelling fewer kilometres, and using biodiesel made from McDonald’s own used cooking oil.
How does McDonald’s demonstrate corporate social responsibility (CSR) in its operations?
McDonald’s uses its ‘scale for good’ to promote sustainability and social responsibility through:
Charity Initiatives:
FoodBank Partnership: Donated 300 tonnes of surplus food from 2011–2022.
Ronald McDonald House Charities: Provides over US$182 million annually in 62 countries to support youth education, services, and accommodation for families with sick children.
Healthier Menu Options:
Introduced Happy Meals meeting nutritional requirements, simplified ingredients, provided transparent nutrition information, and committed to responsible marketing.
Sustainable Supply Chain:
Operates under the 3E’s framework: ethical sourcing, environmental protection, and long-term economic viability.
Sources sustainable coffee certified by Rainforest Alliance, UTZ, and Fairtrade.
Uses 100% RSPO-certified palm oil under its Global Sustainable Palm Oil Policy.
Animal Health and Welfare:
All chicken served is RSPCA-approved as of 2020.
Committed to using cage-free eggs by 2025.
How does McDonald’s manage its transformed and transforming resources?
- Transformed resources: Locally sourced food materials (e.g., 100% Australian beef, cage-free eggs) and customer feedback data to refine operations.
- Transforming resources: High-quality staff trained for roles like kitchen crew, drive-thru attendants, and McCafé baristas.
- Facilities such as grills, fryers, and digital ordering systems are crucial for efficient production and delivery.
How does McDonald’s utilise the 4V’s in transformation processes?
- Volume: Tracks inventory to align production with demand, ensuring minimal waste and short lead times.
- Variety: Adapts the menu to offer diverse options like breakfast items, chicken products, and limited-time promotions.
- Variation in demand: Anticipates and responds to seasonal or promotional spikes using advanced forecasting tools.
- Visibility: Combines digital interaction (apps, kiosks) with a customer-centric approach for greater convenience and insight into preferences
What sequencing and scheduling techniques does McDonald’s use?
- Sequencing: Strict routine at store level for efficient and consistent assembly of burger through their task and process layout (physical layout)
. - Scheduling: Uses technology to manage timing for fresh and fast service, with screens to track order progress and timers to ensure optimal lead times.
How does McDonald’s monitor, control, and improve operations?
- Tracks key metrics such as lead times, drive-thru wait times, wastage, and inventory turnover.
- Utilises tools like PACE for performance evaluation and third-party audits to maintain standards. (taking corrective action)
- Applies AI through its Google Cloud partnership to analyse data and implement strategic improvements.
How does McDonald’s ensure customer service excellence?
- Prioritises QSC&V (Quality, Service, Cleanliness, and Value) to enhance customer satisfaction.
- Focuses on building loyalty through personalised engagement, reliable service, and digital convenience like app-based order tracking.
- Addresses complaints and feedback promptly to maintain its strong brand reputation.
