Quality Management Report: McDonald's Quality Management Strategies

This report provides a comprehensive analysis of quality management practices at McDonald's. It begins with an introduction to quality management and its importance, followed by an examination of quality in business statements and service, processes of examination and assurance, and various approaches to quality management. The report then delves into customer satisfaction, continuous improvement, and the value added through efficient operations. It explores methods of measuring quality, the benefits of customer surveys, and methods of consultation. Furthermore, the report discusses the role of self-assessment, the importance of communication and record keeping, and stages of staff consultation. The report concludes with a discussion of new systems and modifications to existing systems that can improve service quality. The report references various academic sources to support its findings and provide a thorough understanding of the subject matter.

Quality Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Quality in statement of business and service........................................................................1
1.2 Process of examine and assurance .......................................................................................2
1.3 Range of approach to quality management...........................................................................3
1.4 Explain the differences and similarities between the various methods that are presently
being applied by McDonald's......................................................................................................3
Task 2...............................................................................................................................................4
2.1 Customer satisfaction............................................................................................................4
2.2 Explain the meaning of constant improvement in Quality Management..............................5
2.3 The type of added values achieved through efficient and effective operations in
McDonald's.................................................................................................................................5
2.4 Types of information availed to customers and essentials of effective marketing...............6
TASK 3:...........................................................................................................................................6
3.1 Ways of measuring quality management..............................................................................6
3.2 Benefits of survey to identify customers needs by users and non users of MacDonald’s....7
3.3 Methods of consultation employed in one quality scheme so that they can encourage
participation by different groups.................................................................................................7
3.4 Value of complaints procedures and analyse how this has been used to improve quality in
response to McDonald's..............................................................................................................8
TASK 4............................................................................................................................................8
4.1 The role of self-assessment in order to determine current “State of Health”........................8
4.2 Evaluate the importance of communication and record keeping in quality management
with appropriate examples relevant to McDonald's....................................................................9
4.3 Stages of staff consultation effective implementation of a quality scheme..........................9
4.4 New systems or modifications to existing systems that can improve service quality........10
REFERENCES..............................................................................................................................11

INTRODUCTION
Quality management is that department who ensures about the quality of product which is
provided an organisation. This is one of the most essential part of any business. They are the
most important component of any business entity because they leads to provide services through
which customers satisfaction can take place (Aaker, 2012). The present report is based on the
quality management team of MacDonald which is one of the largest public sector company al all
over the world. In this assignment various number of concepts are discussed which are related
with quality management terminology.
TASK 1
1.1 Quality in statement of business and service
Quality is a term in which customers need are fulfilled and to provide them more
satisfaction to customers, it is necessary for organisation to produce good quality products, this is
essential to attract more people if a customer will find good quality in products or services then
they will surely get attracted to the commodity and will become firms permanent customer.
Management activities and the other related functions that are involved and determines the
quality policies and the strategies of implementation are known to be quality management. This
involves quality planning and assurance of the qualities. There are no particular necessities of
important quality unless it is connected with a possibly address or specific limit.
Quality is the preventive, perceptual, and to some extent individual concept. The
satisfaction if a customer can be compared by actual thing which is provided to them and against
to the things which they were wanting to get (Chen and Chen, 2010). The consequences of
significant value in terms of trade are made after some time. Different translations are provided
below:
 It is an individual term for that every person takes his or her own explanation. Especially,
utilise, quality can feature two implications: The potentials of an administration or item
which have on its skill to fulfil conclude or expressed needs. An management or
component is free of insufficiency.
 Quality in an administration or item is not the actual matter that provider places in. The
client gets out the thing and he will fee for it. Rank to which the arrangement of
instinctive attributes pleases needed. Quality management at MacDonald’s is an

essentials factor because food industry demands high quality services for the customers
because of hygiene.
1.2 Process of examine and assurance
Inspection and assurance can be a tool by which quality can be measured,
Various procedures are utilised as a part of statement and investigation of worth. Some of those
are given below:
 Quality Planning: It is a procedure that decides the process to fulfil the exact quality
representations by distinctive the quality standards with the administrations and items
that provide in the organization. It identifies the parameters, object depictions, different
approaches and so on. At that topic to approve the latest quality points and to find out the
total between the current circumstances and distinguished quality norms, it uses money
saving scope investigation, benchmarking, configuration, flowcharts to try strategies.
 Quality Assurance: It is helps in controlling the fault in produced goods and this will
also aid in resolving issues while delivering the products to customers, so before
providing it assuring the quality is essential as to avoid conflict (Fuller, 2012). Its main
job is to make assure about the qualities which they are providing to customers and they
are liking it or not and do they are satisfied by it or not. Quality reviews and methods are
used for the assessment of overall execution, creation, quality organising devices.
 Quality Control: administrations and execution checked here to decide whether they
improve to move the bad execution and to connected quality standards. It is used to
control the quality related problems so that they can provide better products to their
customers which will satisfy their needs. If issues related to it can be controlled then it
will not rise again. After unique proof of the problem enhancements are completed by
evolving preparation, ding facelifts and so forth as excellence advance selections of value
controller plot.
 Complete Quality Management: the standard quality change assignments are
objectified to continue the specific quality inside the organisation (Aaker, 2012). in this
all the process which are related to producing of products is been managed properly so
that issues could not arise after delivering the products to people. Process of production
and delivering from starting to the end is been managed so that customers can get
accurate products and services as per their choice.

1.3 Range of approach to quality management
Quality should be wanted and composed. He inspires institutions for connecting with
experts in basic leadership preparation. He trusts on "An association in class" where the global
society and links share. In this detail, participation periods should be taken to provide guarantee
in the relation, in endeavours particularly to improve the warranty and quality average support
from the top management. Including top management, extend by business making a preparation
program and arranging quality change for all staffs are the general purpose of his methods. He
has confidence in constant process advancement for delivering quality departments and products;
he additionally emphasises on client-centred organizations. He depicts quality as the wellness for
usage, instead of meeting in details just (Goetsch and Davis, 2014). Supervisors must establish
the Quality models. To assess viability and cost of the quality alteration program, the
administrator requires to provide estimations. To accomplish illustrate the type of added values
to be gained in quality management organisational execution, objectives authority and related
quality. He expects organisations eventually for performing another industry culture in which
quality alters the progress for suitable component of each manager's method.
1.4 Explain the differences and similarities between the various methods that are presently being
applied by McDonald's
There are few similarity in the technologies. Each and every quality planning relies on exact
quality methods of the administration or item. Appropriate decision can be taken by the
company with the help of quality control and quality arrangement this would aid in preventing
from bad way of execution of products and services. If they are providing the high quality then
this will helps in making the correct choice standards and that should be measured by the control
along with the confirmation of quality. When the price of the product changes then the quality of
the merchandise also vary and on the basis of that they have to complete the whole process.
There are various tools and techniques which can be used by the employees of the firm
and they are having the various differences (Levine and Toffel, 2010). They have to construct
proper plans which is associated within the quality and according to that they have to set their
levels. The level of confirmation of quality is originated with the approval o0n that plan.
According to that plan they can make the changes and that should be implemented for reducing
the cost and generate more revenue. If they are using the appropriate system they have to manage
total quality so that they can complete the project on a specific time.

Total quality management: This is a management which is completely depending upon the
development and the maintenance of the company which is needed for the business system in the
company. This management is completely depending upon the strategic ideas which only
concentrate upon the quality of the product and the improvement of the product and the
company’s progress. This helps to bring the collaboration between the departments of the
company which is also a cultural aspect of the company.
Six Sigma: Six sigma is a process of improving the quality of the product and the program of the
company. This helps the company to achieve the perfection of their work in all the sector of
company. The difference between the TQM and Six Sigma are as follows: TQM helps to
improve the internal skills of the business and the Six sigma helps to improve the external
matters of the company.
Task 2
2.1 Customer satisfaction
Customer satisfaction is a term which define the satisfaction level of a customer, it
defines that how much of a customer is satisfied by the products or service which they get from
firm, this level tells about the likeness of product and service by people. If customer's are
satisfied by the goods and services then firm can achieve better growth in market. If people are
spending money in return they need to get something which will make them satisfy (Osman,
Johns and Lugosi, 2014). They get satisfaction when they get something unique and special form
other organisation. There are various tools and techniques by which firm can be able to know
measure the satisfaction level so that they can improve at needed places.
Customer satisfaction is the ultimate motto of the company because without the customer
satisfaction a company cannot runs business in the market because a business depends upon the
customers’ needs and the satisfaction. A company has to keep this fact in their mind when they
are developing a product for the customer that it will accept by the customer or not. MacDonald
always made those foods which are very much simple in taste and taste goods and those foods
are liked by the customer vehicle they use or purchase it. Among all this things the behaviour
and the communication with the customer is very much important because the company always
have to response to the customer for the feedback and by those feedback they can improve their
business.

2.2 Explain the meaning of constant improvement in Quality Management
1. A developing push to enhance administrations, items or procedures is recognised as
constant alteration. These endeavours can look for "Achievement" alteration at the
similar time or "Incremental" alteration after particular time. McDonald's have been able
to cope up with the quality management procedures and benchmarking with the other
competitors that has enabled them to formulate the best ways for marketing. The
organization has continuously improved by interpreting with the business environmental
issues and striving to solve them. Customer demand and customer satisfaction is one such
factor that has helped the company to analyse their loop holes and overcome them with
appropriate strategies. Improvement is required in products and services which they
provide to their customers so that quality can be improved which will help customers to
get satisfaction form that (Kotze, Carter and Scally, 2012). There are different strategies
and methods by which they can know about the quality which they are providing is liked
by them or not, if not they can make improvements in their products according to
customers requirements.
2.3 The type of added values achieved through efficient and effective operations in McDonald's
There are different types of added values techniques which helps in doing the operations
in organisation and they are mentioned below:
 Quality Added Value- the products which are provided to the customers should be of
good quality so thatillustrate the type of added values to be gained in quality management
they can get satisfaction from it, and MacDonald’s should keep on adding something
more according to the customers choice so that they can like it.
 Environment Added Value- They Should take acre of the environment, by not throwing
waste over all the places, and by using ecofriendly materials, the materials which will not
harm the environment in any case (Pyzdek and Keller,2012). They should avoid plastic
and should use paper boxes to pack burgers and other food items.
 Culture added value- They should take about the culture of all the places where they have
stores and provide food materials, they should provide food according to culture of the
place, for examples when they started their business in India they did not researched
about it properly as this had hurt their norms, they where adding pig meats and all in their

burgers but Indian culture does not like it so after doing proper research they changed
their ingredients with potato's.
2.4 Types of information availed to customers and essentials of effective marketing
Information can be made availed to the customers with the help of internet, TV, and by
different kinds of sources, as now people like to be connected to social media so they do
promotional activities on that media (Sadikoglu and Zehir, 2010). On social media it is easy for
customers to give feedbacks. If organisation will focus on the feedbacks which customers
provides them then it can be helpful for them in getting proper information about what actually
they have to do. MacDonald’s should make proper research so that they can get informations
which will help them in improving things. They should search for good tools and techniques by
which they can be able to do effective marketing of their goods and service, if the way of doing
marketing will be attractive then they can be able to influence more people to use their services.
Customer's should be provided the required information about all such things of organisation,
this will help them in knowing all the required information about company, this will aid them
making appropriate decisions. They should provide some offers to customers so that they can get
attract to the offers.
TASK 3:
3.1 Ways of measuring quality management
There are different methods by which management can measure the quality, it is essential
to provide better quality products and services to people which would help in connecting to
people in numbers. There are many methods to manage the quality such has flowchart, Balance
score card, Employees, etc.
 Flowchart- It is a visual form in which the process of the organisation is been presented,
the shapes are been formed in this to represent its procedures and this is formed in
documented form, loops is a process in which things are been done repetitively to
complete the process and this can take time. This will help in managing the quality in
organisation in a standard measures.
 Balance score card- This a tool which assist in managing the performance so that they
can identify the internal functions of the business and on the basis of that they can attain

the best external outcomes (Schwab, 2012). This will helps in measurement as well as
providing te feedback to the firm.
 Employees- They are the important resource for organisation as they helps in providing
good and service to customers, so that manager of the firm use to take information as
employees use to contact with the customers on daily basis so they can know about what
all are the issues which they are facing regarding quality.
Company McDonald's have used the benchmarking as a process of quality measure
control. The statistical process control is one such measure that the company has been
collaborating with and therefore, they are day by day developing their strategies.
3.2 Benefits of survey to identify customers needs by users and non users of MacDonald’s
To know about the customers needs and wants is essential for the organisation so that
they can produce products and service according to it. Different kinds of methods are been used
so that they can be able to understand the needs and wants of the customers properly which will
help in getting the proper information about the requirement of the people. Customers should ask
relevant question which are based on information which required for the customers to know
about properly, users can be able to tell about the things which they had found in their products,
and they can tell what all are the changes which has to be made in it to improve it more properly,
as they had used the products and service so they can tell properly about what all things are
missing and what should be changed (Fuller, 2012).. Company can ask them more about the
food products which they are providing in details. It is beneficial to make survey from the non
users as company can get information about their choices and requirement so that they can also
make more improvements according to them and this can also help in making more modification
in their products as per their choices. And if they will include that then new customers can also
join to them.
3.3 Methods of consultation employed in one quality scheme so that they can encourage
participation by different groups
There same methods which can be used to increasing the participation. Some methods are given
below.
 Form- It is a traditional method which is having own significance in present time. by this
organisation can take personal information of candidates which is essential for quality
scheme.

 Telephone- it is a contemporary method which can be used by organisation in this
process. Company's representatives can make a personal call to those prsons which they
want to involve in quality schemes.
 Interviews- Face to face interview can be effective in this.
 Group meets- managers can take a group meets of those persons which have to be
involved in the process and they can provide them proper information for the quality
scheme.
 Mail- By this people can pass their information through mail system, mailing can be a
way on professionalism.
3.4 Value of complaints procedures and analyse how this has been used to improve quality in
response to McDonald's
To resolve all the issues and problems that are faced buy customers, it is very essential for the
cited organisation use several methods and techniques that will help in making issues solved in
better manner (Sıtkıİlkay and Aslan, 2012). This helps in differentiating numerous problems that
are faced by consumers with the products and services that as been offered by firm to them.
McDonald is very much concerned with then service quality for their customer and the
complaint procedure of the company is quite flexible. Customers can either interact with the
executives of the company over the customer voice service or they can directly come down to the
outlets for ready service instance. However, the food services have never seen a worse kind of
situation when the rumour spread regarding use of dead chicken and rotten food materials in
their product processing. The company have coolly managed with the situation and have been
successful with their proceedings.
TASK 4
4.1 The role of self-assessment in order to determine current “State of Health”
Self evaluation is one of the most important thing in accordance to an organisation. It
leads to simplifies that all work are getting done in a proper manner or not or a company is well
being behave with their clients or not. They have to use various number of techniques in attain
all of their objectives. A team have to evaluate all of their activities and discover that they are
working perfectly or not. As per the best information and encounters of individuals from an
organisation frameworks should be outlined and chosen. A group can not attain all of their

objectives in a proper manner without identifying their needs and requirements. Against the goal,
the evaluation should be done to decide the degree of the accomplishment. Benchmarking
concept can be used by an organisation to make a proper comparison with their to others.
Appraisal might get finished by making a proper survey on target population. To keep the change
in the track, this evaluation ought to be done quarterly.
4.2 Evaluate the importance of communication and record keeping in quality management with
appropriate examples relevant to McDonald's
For an association, agreement is critical because it is an necessary piece of value
administration model. For the quality department, a governance needs to impart inside it and
outside of it. Deficiency in anxiety for the all individual from an organisation might be kept off
from by suited correspondence. Applicable abstraction inside Association additionally gives new
thoughts to create superior exercise. The implementation of value management model depends
on the communication with their customer. By this technique an organisation can attain all
relevant data from their customers which are related to their satisfaction level. For deciding the
approaches are helpful or not this method is helpful.
For most, an affiliation record keeping is an essential errand. Since proper working is completely
depend on this. Amid both interior and external agreement information are taped which aid in
preparation and existent program for superior control. By record they become able to identify all
the things which are related to their past measures and they become able to take appropriate
decision for future and their present execution.
4.3 Stages of staff consultation effective implementation of a quality scheme
For improvement and advance of all kind of organization, individuals related to with that
must pass view and thoughts by discourse with each other, trade process and talk about position.
For any firm's successfulness agreement and discussion with force can be reasoned as the life
saver. It is helpful in executing all work and task in a proper manner. For effective working it is
compulsory for management to support and take advice and pass of information at each and
every level. One of the best governance is when there is lack of interference by lawyers while
communicating with ground staff. Since they are the only one who help in changing the ideas of

top level into reality. By neglected by the uppermost administration, emblematic force may feel
the lack of interest, which may tremendously affect the quality
4.4 New systems or modifications to existing systems that can improve service quality
To impart quality to users, McDonald's should be overseen in an increased manner.
McDonald's ought to be distressed about their fiscal design; they should not prevent their project
from being over formed. More information should be granted, and more directness is needed if
they need to stand off in more written agreement individual, providers and distributors around
the ball. They have to organize their involvement in items and process to their interest in their
kind. If McDonald's needs affable management, it ought to expend much on obtain.
They have to speed up because no one needs to sit snug in a drive-through for 10 minutes
or sit in an unclean environment. They make different governance, and for this, they may modify
their mortal. They ought to prepare their representatives for healthier direction. They may make
real drift to appreciate best socialize and fine poor performing launch. They have to try to do
again and support day by day to guarantee their representatives remain sharp and faithful.
'Individuals are the etch nucleus of carry through McDonald's and they needs to recall this and
begin putting origin into making a culture that backs it.

REFERENCES
Books and Journals
Aaker, D.A., 2012.Building strong brands. Simon and Schuster.
Chen, C.F. and Chen, F.S., 2010. Experience quality, perceived value, satisfaction and
behavioral intentions for heritage tourists. Tourism management, 31(1), pp.29-35.
Fuller, S., 2012. Knowledge management foundations. Routledge.
Gillis, W.E., Combs, J.G. and Ketchen, D.J., 2014. Using resource‐based theory to help explain
plural form franchising. Entrepreneurship Theory and Practice, 38(3), pp.449-472.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Hitt, M.A., Ireland, R.D. and Hoskisson, R.E., 2012. Strategic management cases:
competitiveness and globalization. Cengage Learning.
Howard-Anderson, J., Ganz, P.A., Bower, J.E. and Stanton, A.L., 2012. Quality of life, fertility
concerns, and behavioral health outcomes in younger breast cancer survivors: a
systematic review. Journal of the National Cancer Institute.\
Kotze, A., Carter, L.A. and Scally, A.J., 2012. Effect of a patient blood management programme
on preoperative anaemia, transfusion rate, and outcome after primary hip or knee
arthroplasty: a quality improvement cycle. British journal of anaesthesia, 108(6), pp.943-
952.
Lee, S.M., Tae Kim, S. and Choi, D., 2012. Green supply chain management and organizational
performance. Industrial Management & Data Systems, 112(8), pp.1148-1180.
Levine, D.I. and Toffel, M.W., 2010. Quality management and job quality: How the ISO 9001
standard for quality management systems affects employees and employers. Management
Science, 56(6), pp.978-996.
Meals, D.W., Dressing, S.A. and Davenport, T.E., 2010. Lag time in water quality response to
best management practices: a review. Journal of environmental quality, 39(1), pp.85-96.
Osman, H., Johns, N. and Lugosi, P., 2014. Commercial hospitality in destination experiences:
McDonald's and tourists' consumption of space. Tourism Management, 42, pp.238-247.

Parsa, H.G., Self, J.T., Gregory, A. and Dutta, K., 2012. Consumer behaviour in restaurants:
assessing the importance of restaurant attributes in consumer patronage and willingness to
pay. Journal of Services Research, 12(2), p.29.
Pauwels, R.A., Buist, A.S., Calverley, P.M., Jenkins, C.R. and Hurd, S.S., 2012. Global strategy
for the diagnosis, management, and prevention of chronic obstructive pulmonary
disease. American journal of respiratory and critical care medicine.
Pyzdek, T. and Keller, P., 2012. The Handbook for Quality Management: A Complete Guide to
Operational Excellence: A Complete Guide to Operational Excellence. McGraw Hill
Professional.
Rohn, H., Lukas, M., Bienge, K., Ansorge, J. and Liedtke, C., 2014. The hot spot analysis:
utilization as customized management tool towards sustainable value chains of companies
in the food sector. Agris on-line Papers in Economics and Informatics, 6(4), p.133.
Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical
environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality
Management, 24(2), pp.200-223.
Sadikoglu, E. and Zehir, C., 2010. Investigating the effects of innovation and employee
performance on the relationship between total quality management practices and firm
performance: An empirical study of Turkish firms. International Journal of Production
Economics, 127(1), pp.13-26.
Schwab, K., 2010, September. The global competitiveness report 2010-2011. Geneva: World
Economic Forum
Sıtkıİlkay, M. and Aslan, E., 2012. The effect of the ISO 9001 quality management system on
the performance of SMEs. International Journal of Quality & Reliability
Management, 29(7), pp.753-778.