Report: McDonald's Facilities Operations Management Analysis

This report provides a detailed analysis of facilities operations management within McDonald's. It begins by outlining the responsibilities of a facilities manager, encompassing staff engagement, building operations (including accessibility, maintenance, and mechanical systems), and customer service. The report further explores the impact of employers and funding agencies on facilities operations, differentiating between private and public ownership models. It then delves into statutory regulations, health, safety, and environmental measures, along with required documentation for compliance. The report also examines effective information processing, communication systems, and the control systems essential for operational efficiency. Finally, it discusses criteria and procedures for evaluating the quality and effectiveness of facilities operations within McDonald's. The report concludes with a summary of the key findings and recommendations for improved facilities management practices.

Facilities operations
management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
Task 1...............................................................................................................................................3
(1.1) Responsibilities of the facilities' manager for staff engaged in facilities operations.........3
1.2 Responsibilities the facilities' manager has for operational aspects of the building. ..........4
1.3 Responsibilities of the facility manager towards customers ................................................5
(1.4) Impact on facilities operations of employers and/or funding agencies..............................6
(2.1) The statutory regulations that will affect facilities operations...........................................7
(2.2) Health, safety and environmental measures implemented by a facilities' manager..........7
(2.3) Documentation required to account for compliance with statutory regulations and
health, safety and environmental measures.................................................................................7
(3.1) Effective systems for processing information and maintaining communications. ............7
(3.2) The control systems required for effective facilities operations.......................................8
(3.3) systems needed by a facilities' manager to support effective building management.........8
(4.1) Criteria to evaluate the quality and effectiveness of facilities operations..........................8
(4.2) Procedures to analyze the quality and effectiveness of facilities operations. ...................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
McDonald's is the largest fast food chains in the world with almost 46 million customers
in different countries. This report is about the facilities operational management of the
McDonald's and its working. Firstly this report provides a responsibility of facilities manager in
context with staff engaged. The report also provide the information about the responsibility of
facility manager in context with building. It also informs about the responsibility of facility
managers towards customers. Report gives a deeper insight of impact of facilities operations of
employers or funding agencies. This assignment gives the information about the development of
effective systems for processing information and maintaining communications. This report
includes the requirements of effective control system in an organization, and the criteria to
evaluate the quality and effectiveness of facilities operations. Further, it also provides the brief
insight of procedures to analyze the effectiveness of facilities operations management.
Task 1
(1.1) Responsibilities of the facilities' manager for staff engaged in facilities operations.
Facilities management is the management which focuses upon the discipline, efficient
and effective working of an organization that provide goods and services. It is a management

which combines the principles of business administrations (Schwarz, Hall and Shibli, 2015). The
facility management in McDonald's meets with the demand and supply.
Scope of facilities management
In McDonald's facility management has a wider scope as it serves many departments or
whole working of an organization. Facilities management covers the two areas:
(I) Space and Infrastructure Space and infrastructure includes the
maintenance of furniture, design, workplace
etc.
(Ii) People and Organization People and organization include the catering,
cleaning, hospitality etc.
Therefore, FM is the practice which deals with the coordination people, place services
etc. in an organization. This management is all about to manage the physical assets in the
organization. In 2009, International facility management Association(IFMA) identified some
competencies of management that are communication, quality, project management, technology
etc.
Responsibilities of facilities manager for staff engaged in facilities operations of
McDonald's are as under-
1. One of the important responsibility of facility manager of McDonald's is to provide the
training and development to the employee (Kato and et.al, 2015 ).
2. Facility manager of McDonald's must take care of all the pay issue of an employee
3. Employee's all the holidays, benefits, rewards must be done under the super vision of the
facility manager.
4. To engaged the staff, facility manager of MacDonald should take care of all the
employment condition.
1.2 Responsibilities the facilities' manager has for operational aspects of the building.
Starting from production department to the selling department, business need to run
smoothly to achieve all its goal. Facility manager plays an important role in an organization as it
inquires and checks the departments, their maintenance on day to day basis. Following are the
responsibility of facility manager of MacDonald -

Accessibility – Organization consist of the many departments in it such as production,
operation, Human resource, marketing, finance etc. facility manager access in all these
departments. His involvement in an organization is important to make the department up to date.
Maintenance and repair- Another responsibility of facility manager is the maintenance
and repair. As facility management also works for infrastructure of the company, so it is very
important for the facility manager of the McDonald's to focuses on the repair and maintenance of
the infrastructure of the company (Hitt and Carnes, 2016).
Mechanical and Electrical Systems- As facility management is the management which
works for the overall working of an organization. Hence, it is a responsibility of facility manager
of McDonald's to focuses on the mechanical and electrical system of an organization. If any
problem arises in the working or mechanical and electrical system it can ruin the goodwill of an
organization.
Refurbishment and Security – facility manager plays an important role in refurbishment
and security of an organization. It deals with all the securities safety of the organizations. It is a
very important to maintain the security of an organization. Talking about the refurbishment,
everybody like change, and to attract the customers' refurbishment is very important. By
providing same infrastructure, same menu customers may get bored. Therefore, renovation or
redecoration is very important to make the building young.
1.3 Responsibilities of the facility manager towards customers
Customer is the king of the market. MacDonald provides some facility to their customers
and it is a duty of facility manager to maintain these facilities in an organization. Following are
the same responsibility of facility manager with regards to the customers-
Assessing the customers’ needs and expectation- it is very important to fulfill all the
needs and wants of the customers. If facility manager will not do so than it can affect the
organization negatively (Hoyos and Morales, 2015). Facility manager should daily examine the
needs and wants of the customers. They can take the feedback from the customers regarding their
product and services so that facility manager can easily identify and assess the expectations of
the customers.
Providing customer care – McDonald's provides some customer care services for the
ease of customers. Providing the customers with customer care services is another way to
identify the expectations of the customers (Jamoussi and Heragu, 2017). Customer care services

is beneficial for the customer as if any problem occurs to them they easy take the help of care
services and draw the complaint regarding this. These all services must be done under the
supervision of the facility manager.
Information and advice monitoring sales and bookings- sales and bookings are the two
process which run in the organization on daily basis. MacDonald is one of the largest food
providing company in the world. These two functions inside the organization continues on daily
basis (Hill and Hill, 2017). Facility manger need to inform and monitor the sales and bookings
continuously so that it can be performed efficiently and effectively.
Maintaining communication systems and databases- Facility manager of the
McDonald's is entitled to maintain the communication system strong with all the departments
and should maintain the databases so that customers do not faces any problem (Spring and et.al.,
2017).
Ancillary services and sales- the facility manager of the McDonald's should focus on the
ancillary services like health and safety of customers and also helps department in increase of
sales.
(1.4) Impact on facilities operations of employers and/or funding agencies
Ownership: in an organization
Local authority:
Basis Private public
Ownership Private sector does not impact the
ownership of the McDonald's, as in
private ownership there is an
involvement of only two or three
people owing the organization.
Employers and funding agencies
cannot be affected in private
ownership
Public sector does imapct the owner
ship of the McDonald's, asn public
sector includes lots of tax and policies
in it. And which is mandatory to
follow (Schwarz, Hall and Shibli,
2015). Employers and funding
agencies can be effected in public
ownership due to the involvement of
government.
Management
board and
In private sector the management
board and trustees have their own
In public sector employees are taken
from large sources which effect the

trustees employee, so it does not affect the
working of McDonald's
funding agencies
Local authority In private sector local authority can
impact the private sector because all
works is based on the local authority
of an organization
In public sectors local authority does
not impact because all the working in
public sector in controlled by the
government.
Funding
partnership
In private sector funding partnership
can impact on the funding agencies
and employer as all the fund related
work is based on this.
The public sector in the funding
partnership on the funding agencies
does not have any impact because in
public sectors all the funds were
arranges by the government only.
(2.1) The statutory regulations that will affect facilities operations
Enclosed in PPT
(2.2) Health, safety and environmental measures implemented by a facilities' manager
Enclosed in PPT
(2.3) Documentation required to account for compliance with statutory regulations and health,
safety and environmental measures.
Enclosed in PPT
(3.1) Effective systems for processing information and maintaining communications.
Information and communication these two are the important system in an organization.
The enough information about the employees and the customers need by the facility managers
for the appropriate guidance and motivate them (Schwarz, Hall and Shibli, 2015). To know about
the customer taste and preferences information McDonald's can offers different interesting food
combos. By doing this organization can easily come to know all the information about the
employees and customers.
Talking about the communication, an organization can achieve the success when it has
the effective communication system. The communication system of the McDonald's should be
smooth that covers organization network (Hoyos, Morales and Akhavan-Tabatabaei, 2015). If in

the organization, do not exist the effective communication system the employees of the
organization will not get necessary information to conduct operations which can effect the
working of the organization. The organization must develop effective information and
communication process so that they can easily store and update the information , give
notification about different workings.
(3.2) The control systems required for effective facilities operations
It is very important to have a control system in an organization. The manager of the
McDonald's must develop the effective control system in an organization. The control system
should be effective and acceptable to all the staff members. The control system in an
organization helps to evaluate the performance and quality of an employee. To make effective
control system is a difficult task for the facility operations manager (Hill and Hill, 2017). There
are various control systems runs in an organization like email recording of the employee,
checking the workplace, and monitoring the environment of the company to control employees.
The effective control system must be implemented by the McDonald's that checks the
activity of the staff members and providing them immediate feedback. By having the good
control system it became easy for an organization to evaluate its services and improve them.
Control system helps manager to motivate the employees by collecting all the information
regarding them.
(3.3) systems needed by a facilities' manager to support effective building management.
To support effective building management , facilities manager has to develop a control
system in an organization. The control system made in an organization should be accepted by all
the employee's to manage and control them. To support effective building management the
facilities' manager should work hard while developing the effective control system.
McDonald's has to implement the control system that checks the employees activities and
evaluating their performance (Jamoussi and Heragu, 2017). By implementing effective control
system organization can easily measure the performance and evaluate them by the set standards
and if they found any error they can easily correct it.
(4.1) Criteria to evaluate the quality and effectiveness of facilities operations.
To evaluate the quality and effectiveness of the organization is the important part of the
sound working. To evaluate the companies' performance plays an important role in the

organization. Before starting the work the manager of the company do the planning that how the
work should be done. It is very important that work should goes in a planned way (Hoyos,
Morales and Akhavan-Tabatabaei, 2015). If it is deviating from the planning then it can provide
harm to the company.
If the measurement results something wrong it means that the company is on the way to
downfall. At the time of assessing the quality and evaluation of the McDonald's, the manager has
found the result was in favor. All the results of evaluation identifies that McDonald's is working
quite effective in all the areas of the operations. The organizations well managed all the
department and properly regulates employee and work quality of their work in operations .
(4.2) Procedures to analyze the quality and effectiveness of facilities operations.
McDonald's is one of the popular franchise in UK. The management of the McDonald's
company daily examines the working like regularly checks, balances, and provides the necessary
control to facilitate operations managers for maintaining the quality and outcomes of operations.
For example- McDonald's is giving training and development program to their employees so that
they can easily understand how to make a good result in their operations (Hitt, Xu and Carnes,
2016). Apart from training and development program company provides various offerings to
enhance of employee engagement. This makes the employees loyal for the company.
Talking about the customers, company provide a feed back option to know about the taste
and preferences of the customers (Kato and et.al, 2015). This process helps to retain the
customers and increased the loyalty of the customers towards the company.
CONCLUSION
McDonald's is one of the popular successful fast food chains in the world. The reason
behind this has been discussed in the report, is the proper and sound control of facility
management over the operations of the company. This report is all about the systematic working
of the facilities' operation management that makes the McDonald's a successful organization.
The main objective of McDonald's is to provide better facilities to the employees as well as
customers. Employees and customers are the key assets of the organizations. If the organization
do not comeup with the expectations of these two key assets, then the employees and customers
will not want to come to such type of service providing organizations.

REFERENCES
Books and Journals
Schwarz, E. C., Hall, S. A. and Shibli, S., 2015. Sport facility operations management: A global
perspective. Routledge.
Kato, T. and et.al, 2015. Operations management methods and devices thereof in information-
processing systems. U.S. Patent 9,128,704.
Hitt, M.A., Xu, K. and Carnes, C.M., 2016. Resource based theory in operations management
research. Journal of Operations Management, 41, pp.77-94.
Hoyos, M. C., Morales, R. S. and Akhavan-Tabatabaei, R., 2015. OR models with stochastic
components in disaster operations management: A literature survey. Computers & Industrial
Engineering, 82, pp.183-197.
Jamoussi, A. and Heragu, S. S., 2017. Facilities Design and Planning. In The Routledge
Companion to Production and Operations Management (pp. 147-168). Routledge.
Hill, A. and Hill, T., 2017. Essential operations management. Macmillan International Higher
Education.
Spring, M., Hughes, A., Mason, K. and McCaffrey, P., 2017. Creating the competitive edge: A
new relationship between operations management and industrial policy. Journal of Operations
Management, 49, pp.6-19.
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