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Unformatted text preview: w each item on the menu should look, and how employees should greet customers. Operators
who disobey these rules can lose their franchises. Cooking instructions are not only printed in the manual, they are often designed into the
machines. A McDonald’s kitchen is full of buzzers and flashing lights that tell employees what to do.
At the front counter, computerized cash registers issue their own commands. Once an order has been placed, buttons light up and suggest
other menu items that can be added. Workers at the counter are told to increase the size of an order by recommending special promotions,
pushing dessert, pointing out the financial logic behind the purchase of a larger drink. While doing so, they are instructed to be upbeat and
friendly. “Smile with a greeting and make a positive first impression,” a Burger King training manual suggests. “Show them you are GLAD TO
SEE THEM . Include eye contact with the cheerful greeting.”
The strict regimentation at fast food restaurants...
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This note was uploaded on 02/25/2014 for the course MGMT 120 taught by Professor Litt during the Spring '08 term at UCLA.
- Spring '08