McDonald's Business Strategy: Customer Service and Staffing Analysis

This case study examines McDonald's business strategy, primarily based on customer service satisfaction through quality, quick service, and customer value. It highlights McDonald's unique staffing management, which involves recruiting teenagers, providing training, and promoting from within. The study also addresses challenges like market fluctuation and high turnover rates, recommending reconstructed training facilities and comprehensive training programs to enhance talent management. This analysis offers insights into McDonald's operational strategies and the importance of adapting to market dynamics. Desklib provides access to this and many other solved assignments to aid students in their studies.

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Answer 1
As far as the business strategy of McDonald’s is concerned, it is primarily based on the
satisfaction of the customer service. In other words, it can be argued that quality of customers,
quick service and their value are considered to be the main theme of McDonald’s business
strategy. Quality of customers connotes the decision making and smartness of the customer that
is acted within the outlets (Chou, Lu & Chang, 2014). Moreover, the effective service with time
effectiveness are identified as the most important factor in the business strategy. The value of the
customers is also an important aspect that resembled with the effective decision making of
McDonald’s.
Therefore, the company tries to put focus on hiring right people with the ability to deliver
products in time. As a matter of fact, it is also significant for the organisation to recruit people
who value the service facility and have good service abilities. Those are the foundations of the
unique business strategy of McDonald’s.
Answer 2
The staffing management in McDonald’s is highly unique and clearly intertwined with
the process of business and human resource. In this regard, at first the organisation tries to recruit
teenagers who have no previous experience in the relate field. However, the primary focus of the
organisation is associated with the people having abilities that serves the purpose of McDonald’s.
The organisation offers training facility to the newly appointed members. In this context,
McDonald’s intends to specify the skills and abilities for recruiting new people. According to
Dhar (2015) the initial training facility will help the newly recruited employees to get used to
with the operations of the organisation. After having enough experience in the initial phase, the

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employees will be promoted to the managerial positions. In fact, the organisation believes that it
will be an effective measure to recruit people for the managerial position from within the
existing workforce.
Answer 3
The McDonald’s restaurant highly focuses on its talented employees and recruiting
people as per their talents and abilities. However, due to the huge fluctuation in the market it is
not possible for the organisation to get talented people for recruitment (Moayedi and Vaseghi,
2016). Besides this, the threat is further heightened by the high turnover rate in the employment
market. Therefore, it is important for the organisation to deal with the threats positively and
implement alternative strategies that will help the organisation to resolve the issues.
Based on this understanding, there are some recommendations that can help the
organisation to set a better business and staffing strategy. At first it can be argued that
reconstructing the training facility can be a good idea for McDonald’s to skip the problem of
finding talented people. The training facility will encapsulate a detailed framework of both the
organisational practice and personality building measure.
On the other hand, procuring a measure accompanied with making a training period for
the newly recruited people. In this phase, the organisation will understand the abilities of the
people and will procure an equal measure for all the recruited employees so that workplace
equality will be maintained. Based on the training, the organisation will decide the final selection
of the employees.

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Reference
Chou, P. F., Lu, C. S., & Chang, Y. H. (2014). Effects of service quality and customer
satisfaction on customer loyalty in high-speed rail services in Taiwan. Transportmetrica
A: Transport Science, 10(10), 917-945.
Dhar, R. L. (2015). Service quality and the training of employees: The mediating role of
organizational commitment. Tourism Management, 46, 419-430.
Kiran, K., & Diljit, S. (2017). Antecedents of customer loyalty: Does service quality
suffice?. Malaysian Journal of Library & Information Science, 16(2), 95-113.
Moayedi, Z., & Vaseghi, M. (2016). The effect of talent management on organizational
success. Scinzer Journal of Accounting and Management, 2(3), 16-20.