363981738.edited.txt - McDonald’s is the world’s top...

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McDonald’s is the world’s top retailer of food services and has more than 35 thousand locations in over 115 different countries. McDonald’s Australia Limited is a public company in Australia and has a franchise business with over 80 percent of Australian restaurants. The first McDonald restaurant is Austria was opened in 1971 and today; there are around 970 McDonald’s restaurants in Australia. Currently, the McDonald’s restaurants in Australia have employed over one hundred thousand people. The restaurant's pride in serving almost two million customers per day. McDonald’s has a goal of dominating the global foodservice sector by employing performance standards to enhance customer satisfaction, value and customer convenience. Fast-food outlets are expected to maintain high quality regarding service delivery and hygiene. McDonald’s is among the most recognized food outlet that ensures the quality of the food it retails. Total Quality Management (TQM) is a term used to mean the management guidelines which aim at improving quality and are applied in all the functional departments of the company. For example, McDonald’s ensure close monitoring of the food preparation phases and delivery is executed to ensure quality. Food products are set to be of the highest quality, fresh while workers are supposed to be well qualified, friendly and efficient. The McDonald’s restaurants managers organize meetings with customers and utilize the customer feedback to monitor food quality and spot aspects for improvement. Besides, food items are sampled regularly to ensure quality. Workplace training of the workers highlights the need for putting the customer first and ‘how’ of doing the job is put second. The employees are given freedom of choice of decisions that enhance customer satisfaction such as food replacement for the customer. This report aims to offer details on ‘why,’ ‘what’ and ‘how’ to carry out total quality management in Australian McDonald’s restaurants to enhance committed to total quality management. Why TQM should be Implemented in Business The aspect of quality has become important to consumers and businesses across the world. But why is this so? Consumer issues have received mounting media attention globally concerning quality. This has been epitomized by consumer publications such as consumer reports and quality control regulatory bodies. Besides, TQM is a useful tool in resource planning. Companies often integrate concepts of TQM with resource planning during formulation of the corporate strategy. In particular, TQM is important in product or service engineering. Appropriate engineering of the product ensures quality features are maintained during the product design, raw material acquisition, and the actual production process. TQM in engineering helps the company to match the skills of the employees with the appropriate job design. This helps the company to gain a competitive advantage in the long-term. Overdesigning of the service or the
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  • Summer '18
  • Jacl
  • Management, W. Edwards Deming

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