D1 UNIT 1
In this task, I will evaluate the influence exerted by the different types of stakeholders for one organisation. Furthermore, I will indentify the main stakeholders of McDonalds and state what I think the demands they make on McDonalds are. I will also indentify where McDonalds are facing the conflicts in dealing with the external influences. A stakeholder is defined as any individual or group who have an interest in the success o the business. McDonalds is one of the world's leading fast food restaurants. IT opened its first restaurant in the United States in 1954 and has since expanded to also most every country on the plant. Its first UK restaurant opened in 1974 and McDonalds now serves around 2.5 million customers everyday in the UK. Stakeholder 1: Customers service
Customers are the first stakeholder I am going to evaluate which are external stakeholders. Customers commit to profit levels and turnover through buying products and services. People are stakeholders in a company for financial reasons, customers do not want to have to spend an excessive amount of money to purchase a product, so if the product is cheaper in one restaurant, such as McDonalds, than in another one then customers will buy the cheaper one which then attracts more customers. McDonalds may survive through customer loyalty i.e. having regular customers. By getting regular customers this could bring in more profit which then can be used to help expand the business.
www.businesscasestudies quoted "Customers are people who buy products and services from other people (usually companies of one sort or another). What customers think and feel about a company and/or its products is a key aspect of business success. Attitudes are shaped by experience of the product, the opinions of friends, direct dealings with the company, and the advertising and other representations of the company." This quote can be used to represent the needs that the customers want from business such as McDonalds. They also went on to quote that "Customers do not usually make purchases without thinking carefully about their requirements. Wherever there is choice, decisions are involved, and these may be influenced by constantly changing motives. The organisation that can understand why customers make decisions such as who buys, what they buy and how they buy will, by catering more closely for customers needs, become potentially more successful." This quote covers the decisions that the customers will make when buying or going to a specific place. They may judge on the food that the make or the rating of the business. Customer service is also a really important for McDonalds. It helps them to retain customers but also attract new ones as well. It is a real figure in the way the business creates profits and sales.
However things have not turned out great from McDonalds in terms of customers service. http://www.businessinsider.com quoted "McDonald's Customer Service Has Never Been Worse". "Customer service at the world's largest fast food chain is at an all-time low. The wait at McDonald's drive-thru is the longest in at least 15 years, according to a study by QSR Magazine. At 189.5 seconds, it's also nine seconds longer than the industry average. McDonald's told franchise owners earlier this year that one in five customer complaints are related to customer service, and that number is growing all the time, according to The Wall Street Journal." This quote shows that McDonalds are struggling on the customer service which could have an impact on the number of customer come to the restaurant and also the profit and sales they make. “It’s gotten to the point where the operation has kind of broken down and that’s all a symptom of the complication of the menu,” Richard Adams, a consultant and former McDonald’s store owner, told Bloomberg To deal with this www.businesscasestudies.com stated that McDonalds "created the new position of "runner," an employee who...
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