McDonald's Approach: Implementation of Total Quality Management

This report delves into McDonald's implementation of Total Quality Management (TQM), examining the reasons, needs, and methods for integrating TQM within the business. It highlights McDonald's mission to provide high-quality food and excellent customer experiences through cleanliness, value, and service. The discussion covers quality assurance tools, including quality planning, control, and improvement processes, as well as key TQM principles such as employee involvement, customer focus, and continuous improvement. The report also explores practical ways to implement TQM, such as forming a steering committee, conducting team-building sessions, and establishing guiding principles. Ultimately, the goal is to enhance customer satisfaction, improve business processes, and maintain high-quality standards, reinforcing McDonald's competitive position in the global market. Desklib offers a wealth of similar resources and study tools for students.

Running head: IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT BY MCDONALD COMPANY
Implementation of Total Quality Management (TQM) by McDonald Company
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1IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT BY MCDONALD COMPANY
Table of Contents
1. Introduction to the Business........................................................................................................2
2. Discussion....................................................................................................................................3
2.1 Reasons for Implementation of TQM within Business.........................................................3
2.2 Needs of Processes to be implemented within the Business.................................................4
2.3 Ways of implementing TQM within the Business................................................................7
3. Conclusion...................................................................................................................................9
4. Recommendation.......................................................................................................................10
References......................................................................................................................................11

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1. Introduction to the Business
McDonald is one of the premier franchising company that has continued to maintain their
quality of products. They have a unique franchise model, which is able to empower different
local entrepreneurs. McDonald is a franchise based business that primarily operated in more than
100 countries. The global environment of the business comprises of franchise and company-
owned restaurants (Kasemsap, 2018). The type of business relationship between the
independently-owned franchise and McDonald can be considered as the most important factor.
This crucial factor would be helpful for affecting the performances, quality and brand image of
McDonald. In the recent times, with the rise of factors based on quality management within the
business, it has been extremely important for the brand to maintain the product quality (Bandara,
Guillemain & Coogans, 2015). The assurance of providing good quality products is extremely
crucial for maintaining business processes. This would also involve the impact over the ongoing
reviews of product, advisory on food safety and onsite visit of the organisation.
This report would put impact on the focus of Total Quality Management (TQM) within
the business aspect of McDonald. The primary mission of McDonald is to provide their
customers with the best quality of food offerings in order to delight the experience of the
customers (Steers & Nardon, 2014). The factor of TQM would include various factors based on
cleanliness, quality, value and services within their list of offerings. The organisation primarily
excels in providing various services that is crucial for maintaining their image to the customers.
This can be described within the aspect of TQM based on constant improvement over quality
within their entire processes.

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2. Discussion
2.1 Reasons for Implementation of TQM within Business
The Total Quality Management (TQM) within McDonald organisation could be defined
as the form of operational management that would be used by the organisation for understanding
of better form of work processes and the ultimate goal of the business to estimate the factor of
satisfaction of the customers (Howarth & Greenwood, 2017). The business sector of McDonald
is dedicated and focused towards providing their best quality of services towards satisfying the
needs of the customer.
There are three forms of tools based on quality assurance of the products offered by the
organisation. These include planning of quality, control over quality of product and improvement
over quality. These kind of quality assurance tools includes the whole part of planning that
would be done my McDonald in order to improvise their quality of products based on providing
the end satisfaction to customers (Domingues, Sampaio & Arezes, 2015). Based on the various
properties or tools offered by TQM, it would help McDonald in differentiating them from their
competitors within the global marketplace. TQM also further focuses on three major points such
as customer focus, management of processes and quality leadership skills. The services or
products that are offered by the company should be properly taken care of. Assuring the quality
of products is necessary for the customers to understand that the products are kept at a standard
quality (Rebelo, Santos & Silva, 2014). Moreover, based on the implementation of TQM
processes within McDonald, it could be understood that the organisation focuses on the
customers. This would also help the organisation in understanding the proper demand of the
buyers within the market. The other tools that are used by the organisation with the

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implementation of TQM are histogram, cause and effect diagram, scatter diagram, flow chart,
check sheet and Pareto chart.
The organisation within McDonald should mainly focus on the present proposal of TQM.
This would primarily help McDonald to think about different kind of measures that would be
implemented for the benefit of the customers (Dora et al., 2014). With the increasing form of
competition, various kind of innovative products have been brought within their marketing
strategies. The satisfaction of customers by maintaining the quality of their products is the
utmost goal of the organisation. The primary reason for which McDonald is always brimming
with people is that they offer quality food and efficient services whenever a customer would visit
their stores (Lim, Antony & Albliwi, 2014). Each of the employee working within the
organisation should always be engaged in providing better service to customers. After the
implementation of TQM, it would help the organisation in making of changes within the
surrounding environment. The implementation of TQM in the respective sectors of the business
of McDonald would also help in impacting the internal quality of business processes. Customer
satisfaction is the primary output of the business and thus with the help of TQM, this process
within the business would be secured. The use of TQM methods by the organisation would help
in improving the productivity and improving the quality of service. With the help of TQM,
McDonald can hope to improve the typical measures based on the performance of business
(Olaru et al., 2014). The impact of TQM would help McDonald to focus on ways of customer
satisfaction, improve their current business process based on improvement and maintaining the
quality circles.

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2.2 Needs of Processes to be implemented within the Business
The different kind of quality management tools that should be implemented within
McDonald business strategies are – Planning for quality of products, Control over the processes
and continuous improvement over the business processes.
In the process of quality planning, the targeted market for the business would be
primarily be recognized. The company would plan the entire planning of work and thus would
think about designing the procedure for work based on improvising new strategies that would be
followed. The entire set of planning of procedures would be performed within this part of
assuring over quality. The second process is known as quality control. In this step, the control
over the quality of the plan should be determined. In this step, the quality over the current
processes would be determined and assessed properly (Samy, Samy & Ammasaiappan, 2015).
Based on proper form of assessment over the quality of plans and processes, the company would
be able to progress on a better rate. The last process is known as quality improvement process.
The assessed quality of the plans and processes decided within the organisation would be
properly evaluated. The process of evaluation would help the management of the organisation to
think about several kind of processes that would be essentially to mitigate the lacking areas
(Luthra et al., 2014). The inclusion of the three processes based on quality assurance tools would
be considered as an important aspect of TQM implementation within the business.
The impact of TQM within the business processes of McDonald would also involve
certain principles and tools for achieving the benefits of business processes. These are:
 Involvement of Employees – For the McDonald business initiatives, the TQM processes
involve the factor that employees would arrive at the store at the proper time. They would
also be needed to be dressed properly. The cleanliness of the store is also a high matter of

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concern within the planning of quality within the business processes. The employees
within the organisation should always keep on ensuring that the customers are being
properly being served (Davis et al., 2018). Additionally, the employees should also
follow the Standard Operational Procedures for ensuring that the customers would always
receive an exceptional kind of service and high quality products.
 Prime Focus on Customers – The customers have always been considered as the
supreme focus of McDonald. They are the ones who are responsible for consuming of
services and goods that would be offered by the organisation. These customers would
also be responsible for ranking the products offered by the organisation. Hence, the focus
on customers could be considered as the element of measurement of TQM based within
the organisation. The organisation supports the best kind of ideas based on large scale of
efficiency (Charter, 2017). They understand the prime needs of customers, taste of
different customers and thus plan for bringing innovation within their offered services.
Based on focusing over the quality of offered products, McDonald also take account over
the nutrition of the customers.
 Continuous Improvement – In order to secure their valuable business position in the
highly competitive market, McDonald has always been on the forefront for providing the
best quality service to customers. They have been consistent over the quality of outcomes
(Jacobs, Chase & Lummus, 2014). McDonald should also deeply value the feedback of
customers, which are provided by the customers after they have used the services offered
by the organisation. The goals supported by the organisation always demand a continuous
improvement process. This process have been implemented within the organisation to
provide TQM within the business processes. McDonald provides a lot of attention

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towards meeting with the satisfaction level of customers. Another strategy that is
followed by McDonald is based on the job satisfaction of employees within the
organisation. This results in enhanced business processes and thus they would be able to
work in the best possible manner (Van Dun, Hicks & Wilderom, 2017). This also
provides a good reputation towards the organisation. Hence, the training of employees
within the organisation would be able to enhance the capabilities of the organisation and
thus improve their skills.
2.3 Ways of implementing TQM within the Business
The plan for the implementation of Total Quality Management is primarily been driven
based on supporting the goals, vision and previously-set objectives of the organisation. Each of
the organisation would have their innovative plan of implementation of TQM within the business
processes of McDonald.
Some of the ways based on implementing TQM within the business processes of
McDonald are:
 Formation of TQM Steering Committee – The management committee within
McDonald should employ the top executives to design on some kind of strategies for the
formation of TQM (Epstein, 2018). The steering committee is considered as the primary
entity who would be responsible for replacement of the former executive staff of the
organisation.
 Session for building of Committee Team – The steering committee should undergo a
team-building session before the initiation of any form of quality work (Jammal, Khoja &
Aziz, 2015). The duration of building of committee team would normally require 3 days.

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 Training of Steering Committee – The steering committee would need to undergo a
proper form of training based on the use of proper form of tools and techniques within the
business. An outside consultant would be hired who would impart training to the
employees involved within the steering committee (Uluskan, Joines & Godfrey, 2016).
The duration of the training session would last for two to three days.
 Creation of Guiding Principles and Vision Statement – The vision statement of the
organisation should be prepared firstly before the imparting of training. The top
executives within the organisation would be responsible for designing the vision
statement. They should explain each of the business aspects to the employees such that
they would be able to understand the business processes and thus implement them for the
betterment of the organisation.
 Communication of Ideas and Publicity – The steering committee and top-level
executive should be able to communicate with each other. It should be ensured that each
of the employees within the organisation must be aware of the business processes,
business goals, vision and total impact of quality of products on the customers (Hickman
& Silva, 2018). Each of the discussed criteria’s within the discussion of TQM should be
communicated properly to the employees and thus this would help in a smooth working
of business processes.
 Preparing Feedback Loop for Customer Satisfaction – There should be proper
internal teams within the business processes who would be responsible for assessing the
feedback gained from customers. After a customer would make use of a product or
service, an online feedback form would be provided to customers and thus they would be
requested to provide their valuable feedback to the organisation (Crane & Matten, 2016).

9IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT BY MCDONALD COMPANY
The conduction of feedback process would help McDonald to improve their business
process, improve the quality of products, services and also thus gain a high form of
competition in the global market.
3. Conclusion
Based on the discussion, it could be concluded that McDonald is an organisation that
have primarily realized the importance of philosophies based on providing importance to
customers. McDonald have always viewed customers as the primary asset within the business
processes. The business also emphasizes to turn the different approaches based on quality
management for the management of business processes. This report thus puts focus on the
importance of planning for the implementation of TQM within the business processes of
McDonald. The use of TQM within the business would help for understanding the changing
needs of customers and their expectations from the organisation. Based on the discussion over
the process of TQM within McDonald, it would be helpful for McDonald to understand their
goals that have been set for the organisation. They would also be able to assess the areas of gaps.
A proper understanding and estimation of gaps within the organisational procedures would be
helpful for the management to understand the areas in which they would need a high level of
improvement.
In the recent years, McDonald have always tried to maintain the quality and standard of
their products. A proper kind of maintaining of business plans and procedures would always
ensure the meeting of the business objectives set for the organisation. They have hence always
kept pace with maintaining the quality of products within each of their premises. McDonald
supports a good learning environment for their several employees placed all over the world. Thus
they focus on developing innovative food products, services, which might be able to satisfy the

10IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT BY MCDONALD COMPANY
increasing needs of customers. The impact of total quality management planning within the
business procedures would also help the organisation to think of new kind of plans. These plans
would also entice the customers to come and visit their stores, avail their services and thus
provides a feedback for the betterment of organisational services.
4. Recommendation
Based on conclusions drawn from the above report, it could be concluded that the success
factors of McDonald would mainly depend on the ability of the organisation to perform within
the global marketplace. Reliability is the primary factor and the biggest capability based on
execution of services. Hence, the implementation of services based on TQM should be highly
reliable for providing the best form of services to the customers. McDonald should perform
better quality of services to the customers based on expecting a reliable factor from the
customers. The other kind of recommendation that could be provided for McDonald is based on
the factor of responsiveness. This is the kind of talent that should be implemented within the
organisational procedures based on providing the quick form of service to the customers
whenever it would be needed. Some of the high examples of this factor is serving food to
customers within the estimated awaited time, delivering food services to customers directly to
their homes, receiving calls from customers and attending to their queries and many others. The
employees working within McDonald should always treat their customers with the best possible
form of service and treat them with high respect. These customers should be provided with a
feeling that they are being valued. This would help in building a healthy customer relationship
within the business culture and thus grow in the global market.

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