Top level management includes Jim Skinner, the concepts of the late Charles Bell, and the late James Cantalupo. James Cantalupo was a former vice-chairman who had overseen McDonald's successful international expansion in the 1980's and 1990's. He came out of retirement and took over as CEO in hopes of quashing the potential downfall McDonald's was facing. He was instrumental in developing a strategic plan called "Plan to Win" which was the starting point for the turnaround at the beginning of 2003. This Plan contains aggressive goals and measures for success based on the critical drivers of customer experience or the 5 P's: People, Products, Price, Place and Promotion. (Chief Executive, Salad Days) Today sales are strong in domestic markets and even higher in the global markets. The plan focuses on existing customers and by changing their image to promote healtheir menu items. This was the long term goal set by Cantalupo, followed by Bell and now Skinner. With strength ultimately comes weakness and McDonald's has its fair share, especially in the last few years. Many weaknesses are due to the external environment which includes market saturation, increased price competition, and food and labor costs. These weaknesses affect many firms in the fast food industry so McDonald's is trying to effectively combat these forces using a differentiation strategy. Developing new products such as the new gourmet, premium coffees, fruit salads, and premium chicken strips have given McDonald's the ability to compete in an industry that has reached the maturity stage in the life cycle while still fighting off new entrants such as Chik-fil-A and Quizno's. This change in strategy has allowed McDonald's to continue to focus on their core competency which has always been their burgers. But new products have increased overall sales worldwide. New strategies have been introduced to increase the efficiency in the drive through process. Research has shows that McDonalds ranked last out of 25 fast-food chains in a recent study of drive-through order accuracy, down from 20th in 2004. (Wall Street Journal). When it comes to drive-through speed, McDonald's went from being the fourth-fastest chain to the sixth. This shows an inconsistency of McDonald's short term objectives vs. its long term objectives. McDonald's goal is for customers behind the wheel to wait no longer than 90 seconds. 20052004GOAL
Average Drive Thru Wait Time (Seconds)
In fast food, time literally is money. And with sales growth slowing at McDonald's, shaving off seconds at the drive-through is more important than ever. McDonalds was rumored to start using call centers for order taking, though there has been some experimentation in this area, McDonald's has no plans to expand the use of...