Mcdonald's Case Study Summary

In the case study "McDonald's 24/7 Turnaround based on Service and Quality", the key facts would be the downfalls and the criticism that McDonald's took, regarding the service and quality of their products, and what it took to bring about their success. McDonald's stock suffered a major loss in 2002-2003 (Ferrell, 2009). Along with sales and business, they also suffered from being to blame and accused of Americas obesity epidemic (Ferrell, 2009). It took McDonald's former vice chairman and president Jim Cantalupo to get it back on the right track, by providing their customers with the best cleanliness, quality, and customer service that they once had but eventually lost (Ferrell, 2009). You can have the most successful business in the world, but once your business looses focus on what made your business successful (customers), your business will eventually deteriorate. Jim began to come up with even more ideas and strategies like; offering premium salads, offering more white chicken products, and even staying open twenty-four hours a day seven days a week (Ferrell, 2009). These changes brought about major improvements and showed its customers that they not only valued them as a …show more content…
I would start with the customer service of my franchise. When ordering food through the drive-thru along with ordering from the inside, I typically run across employees that are very rude when placing my order, I would offer some kind of customer service class that would be mandatory and required upon being hired. I would also assign my employees different jobs that would be required for them to clean on a daily basis, to ensure the cleanliness of my establishment. I would also even look at providing a few vegetable options like broccoli and carrots to ensure a more healthy