Operations Management of McDonald's Hong Kong

Running head: OPERATIONS
Operations
Name of Student
Name of University
Author Note

1
OPERATIONS
Table of Contents
Describing the service concept of McDonald's Hong Kong......................................................2
Explaining the contribution of the operations of McDonald's Hong Kong...............................4
Assessing the operation implements the service concept..........................................................5
Suggesting improvement of both concept and the delivery system...........................................7
Bibliography...............................................................................................................................9

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OPERATIONS
Describing the service concept of McDonald's Hong Kong
According to Mahadevan (2015), service concept is a shared understanding of the
nature as well as service that has been provided. It helps in the capturing of information such
as organising of ideas, service provided and the service received. It consists of a systematic
flow of input process and output that determines the manner in which experience of the
customers can be satisfied. In the case of McDonald’s the service concept that is adopted by
the company in Hong Kong consists of ensuring value and satisfaction of the customers.
At the same time, the business leaders also help in setting the services of McDonald’s
by ensuring that the customer satisfaction and employee satisfaction are taken into account.
The focus of the restaurant is to ensure that customers of the modern era are provided with a
modern dining experience (Hitt, Xu & Carnes, 2016). Hence, McDonald’s assures
technological upgrade and quality of service in terms of online or offline delivery. This can
help in designing and specifying the type of service required to be provided by the company.
The service concept adopted by McDonald’s for the next generation of restaurant seekers in
Hong Kong is provided below.
Organisation McDonald’s
Organisation idea To present the next generation of restaurant experience by
introducing signature collection in all of its outlets
Summary of service concept Self-order kiosk, digital menu board, split counter, charging
station, self-service water station. Quality Wifi, McCafe order
ready board
Service provided To end users
 High quality food products

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OPERATIONS
 Beverages
 Desserts
 Free meal voucher
 Sustainability services
 Effective delivery of food
 Prompt responses to take orders
 On call food services
 Reliable infrastructure
 Convenient location
 Affordable prices
To business leaders
 Manage monthly meetings
 Preview customer feedback
 Ensure every call is recorded and stored
Service received Benefits
 Learning about the customers
 Gaining support from employees
 Leisure time
 Various products
 Quick solution to IT issues
 Availability in critical delivery services
Business leaders
 Technical upgrade
 Prompt services
 Assessment of the feedback received