Core training experiences o mcdonalds hamburger

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- Core training experiences o McDonalds Hamburger University: four-day program through which staff, head office, and other non-operations employees gain an understanding of the company’s operations, products, and policies. Key issues in developing a service culture. - Say it and Mean it o Wide divergence between what company officials say and what they do
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- Communication o Top management must not only take a position but communicate it to employees. Department meetings and general employee meetings are important. - Manager as Helper o Sees employees as internal customers whose needs must be met. Managers treat the employees as they’d like to have the employees treat the guests. - Restraining Bureaucracy o A consistent effort needs to be made to resist bureaucracy’s tendency to achieve internal efficiencies by making rules that, in their total effect, can strangle the service out of a service organization. o With too much bureaucracy, employees quote the rules of the operation rather than satisfy the customer’s requests. Miscellaneous and Bonus (4+ questions): HAACP- (Hazard Analysis and Critical Control Points)- is a systematic preventive approach to safety that addresses physical, chemical, and biological hazards as a means of prevention. HACCP is used in the food industry to identifypotential food safety hazards, so that key actions, known as Critical Control Points (CCP's)- can be taken to reduce or eliminatethe risk of the hazards being realized The HACCP Seven Principles ? Principle 1: Conduct a hazard analysis. ? Principle 2: Identify critical control points. ? Principle 3: Establish critical limits for each critical control point. P i ? Principle 4: Establish critical control point monitoring requirements. ? Principle 5: Establish corrective actions. ? Principle 6: Establish record keeping procedures. ? Principle 7: Establish procedures for ensuring the HACCP system is working as intended. define “moments of truth”- “Service is all actions and reactions that customers perceive they have purchased” Made up of all “moments of truth”- It is how service staff are evaluated . Services are produced and consumed at the same time, creating challenges. Zero defects is a goal to be strived for
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