Importance of Customer Service in McDonald's Australia

Running head: DIPLOMA OF BUSINESS MANAGEMENT
Diploma of Business Management
Name of the Student
Name of the University
Author’s Note

1DIPLOMA OF BUSINESS MANAGEMENT
Table of Contents
Introduction......................................................................................................................................2
Task 1...............................................................................................................................................2
Task 2...............................................................................................................................................3
Task 3...............................................................................................................................................5
Task 4...............................................................................................................................................7
Conclusion.......................................................................................................................................8
References........................................................................................................................................9

2DIPLOMA OF BUSINESS MANAGEMENT
Introduction
The present assessment provides an overview on the importance of customer service
provided by an enterprise. The organization selected for this study is Mc Donald’s Australia. Mc
Donald is one of the globe biggest fast food chain serving near around 69 million customers
regularly in over 100 nations. Mc Donald in Australia is also known as Macca’s, which is
franchise business with around 80% of the Australian restaurants owned as well as operated by
the individual businesspersons (Jacobs, Chase and Lummus 2014). The other restaurants are
owned as well as run by the organization. The economic contribution of this company to the
Australian economy is equal to 0.2 % of this nation’s GDP. Macca is committed to support
Australian manufacturers and its first preference has been always the source produce within the
nation. The effectiveness of customer service, enterprise operations and other process supports
the service delivery is also critically discussed in this study.
Task 1
1a) Mc Donalds Australia operates under the fast food industry of this nation. Australia’s fast
food sector has encountered dynamic growth over the past few years. There are around 17000
fast food outlets in Australia that accounts for 28% of the commercial foodservice outlets. As of
2017, this company has remained the biggest brand in the fast food sector in Australia. Mc
Donald continued to attain success with its premium offerings by extending availability in
driving through stores since the range has been limited to in-store consumption (mcdonalds
2018). The functions of Mc Donalds include reduction and management of waste, being
environmental sustainable, saving energy as well as decreasing greenhouse gas emission,
keeping clean streets through proper use of packaging method.

3DIPLOMA OF BUSINESS MANAGEMENT
1b) Over the years, McDonlads has been offering variety of products, some of the common
products include- Hamburgers, Mc Chicken, Fish McBites, McRib, Happy Meal, Mighty Kids
Meal, McMuffins, Mc Beverages and Desserts and so on. Macca provides its customers with
safe food products and aid them make healthier choices while visiting the restaurants. This
company is mainly committed to facilitate its customers make proper decisions about the food
selection. In fact, the company also offers good service to the families and young individuals by
properly communicating with them through effective marketing process.
1c) Mc Donalds is committed in doing the appropriate thing for its customers as well as
employees. The management of Macca is committed to show respect, understand and tolerate
towards ist employees and customers. The customer policy designed by Macca tema in the year
1988 is mainly aimed at assuring that they continue to address the requirement of customers with
disabilities who visit their restaurants. The customer policy is adequate and accessible to both
inside and outside the enterprise. The company is committed to help its customers make
informed decisions regarding this policy (Robertson et al. 2016) In fact, Macca also attains
feedback from its customers relating to any change in its customers service policy. Besides this,
the company also holds policy program and provide policy documents to all its stakeholders,
shareholders and directors in order to keep them informed about its customer service policy. This
in turn helps all the people associated to this company to get accessibility in providing feedback
regarding any change in this customers service policy. Overall, the organization mainly focuses
on communicating appropriately with all the stakeholders so that the policy becomes easily
informed to them.