Quality Management at Mcdonalds

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ROSE-HULMAN INSTITUTE OF TECHNOLOGY

QUALITY MANAGEMENT OF McDonald’s
QUALITY ENGINEERING
Aparna Neelakandan SPRING 2012

QUALITY MANAGEMENT OF McDonald’s
QUALITY ENGINEERING Aparna Neelakandan

CONTENTS

TOPIC INTRODUCTION QUALITY MANAGEMENT AT MCDONALDS SPEED MADE FOR YOU SYSTEM CUSTOMER ORDER DISPLAY COLORED WRAPPERS INSPECTIONS THE 5 Ps TRAINING QUALITY CONTROL IN THE SUPPLY CHAIN OF MCDONALDS IMPORTANCE TO CUSTOMERS’ VOICE CONCLUSION 2 2 2 3 4 5 6 7 8 8

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QUALITY MANAGEMENT OF McDonald’s
QUALITY ENGINEERING Aparna Neelakandan

INTRODUCTION: McDonald’s was established in 1955 and has been one of the most successful fast food restaurant chains in the world. One of the main reasons for such as success is its quality management. The McDonald’s corporation has strict quality regulations and stringent rules to maintain quality and it takes intense measures to maintain high quality through its supply chain and in all its restaurant outlets. One of its top priorities is to maintain supplier food safety and quality assurance program. McDonald imposes highly strict regulations that suppliers need to follow in order to supply for McDonald’s. it takes several measures to ensure that its suppliers follow all the regulation specified by the corporation. McDonald’s management calls its food safety and quality as its top priority and see that as its heritage. QUALITY MANAGEMENT AT MCDONALDS: There are 4 aspects of quality that I would like to talk about with reference to McDonald’s Quality Management practices. They are:     Speed Inspection 5 Ps Training

SPEED McDonald’s makes use of advanced information technology to make sure that products are delivered quickly to the customers. One of the most important issue that is concentrated on is to reduce the time that processes are done. Some of the steps that McDonald’s takes to improve speed of delivery are: Calculating TTL: Total Time in Line or TTL includes the entire time the customer waits in line beginning from when they place the order till the time they get their food. The target TTL that has been set my McDonald’s is 90 seconds.

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QUALITY MANAGEMENT OF McDonald’s
QUALITY ENGINEERING Aparna Neelakandan

‘MADE FOR YOU’ SYSTEM: Earlier, McDona ld’s prepared the different items and stored it in a warming bin for customers to purchase. However, it wanted to provide fresher and higher quality food to its customers and hence came up with the “Made for you” System. This in system, McDonald’s makes accurate predictions of the amount of raw materials required to make a sandwich or burger. This conforms to one of Deming’s points of profound knowledge, where he asks to use data to eliminate variation. Once a customer places an order, the food is freshly made for them. This system makes use of the Kitchen Video System (KVS) by which, a monitor in the kitchen displays the orders that are made in any register at the lobby. This helps the kitchen staff to immediately know when a food item is ordered and helps them prepare it faster. The orders are deleted by the kitchen staff, once the item is prepared. This helps in faster delivery of orders. This can be seen as an error proofing method that follows the principle of Prevention is used so that the possibility of an error is prevented by taking necessary steps.

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QUALITY MANAGEMENT OF McDonald’s
QUALITY ENGINEERING Aparna Neelakandan

CUSTOMER ORDER DISPLAY: The customer order display (COD) is a system to assist drive through customers so that their order is taken in a precise manner. In this system, when a drive through worker takes an order, it is automatically displayed on a screen on the customer’s side which is called the COD. This allows the customer to make any corrections to mistakes in the order and would increase efficiency in order-taking and reduce delays from correcting mistakes. This uses the principle of Mitigation where the effect of error is minimized by making the...
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