Quality Management Improvement at McDonald's: Recommendations Report

This report analyzes quality management issues at McDonald's, focusing on poor service quality, lack of cleanliness, and a shortage of skilled workforce. The report recommends implementing Crosby's 14-step model to address these issues, emphasizing management commitment, team formation, and quality measurement. Key recommendations include setting standards for food and service quality, reintroducing training programs for employees and management to improve skills and retention, and utilizing lead and lag indicators to measure the success of the initiatives. The report highlights the importance of these initiatives in enhancing customer satisfaction, building a skilled workforce, and improving the overall working environment within McDonald's.

McDonald’s Quality
Management Improvement
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Table of Contents
RECOMMENDATIONS.................................................................................................................3
REFERENCES................................................................................................................................6
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RECOMMENDATIONS
Identify the quality management initiative and recommended direction that you have chosen.
Explain its relevance and significance in how it will address the quality management issue(s) and
reason(s) that you identified in the problem statement area.
Here, it is identified that McDonalds is facing issue of poor quality of services which is
being offered to customers. Aslo, another issue faced is lack of cleanliness in their store in many
locations. Along with that, company is facing issue of lack of skilled workforce.
So, main quality management initiative take by McDonalds is to apply Crosby’s 14 step
model. it consist of 14 steps that are developed to make change in process. It is defined as below
Step 1 management commitment- in this management will be committed toward making
improvement in process and culture (Billig, , Kotsis, & Chung, 2020).
Step 2 –quality improvement team- McDonalds will form a team that will look after overall
process change and quality.
Step 3- quality measurement- in this a plan is developed which will enable in finding out area
of improvement. thus, in McDonalds areas are quality of service, employee retention and lack of
skilled labor.
Step 4 cost of quality evaluation- the overall cost of quality initiative is determined. Similarly, in
McDonalds as well it will be done.
Step 5 – quality awareness- the awareness will be spread within staff of McDonalds regarding
changes in quality.
Step 6 corrective action - in this it is found that what needs to enhanced. Thus, in company
quality of service and employee retention is to be improved.
Step 7 – plan for zero defects program- in this planning is done for zero defects. Hence, in
McDonalds planning is done to enhance service quality and employee retention.
Step 8 – supervisor training- the supervisor is given training to improve culture. This allows in
improving quality.
Step 9 zero defect day – this is done to engage all staff by creating awareness in them. in
McDonalds as well this will be done (Squiers, & Mack, 2018).
Step 10- goal setting- the goals are set to make clear that what organization want to attain.
McDonalds will set goal to improve training programs and quality.
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Step 11- error cause removal – in this it is determined that what errors are hampering process.
Similarly, in McDonalds as well it will be identified what is hampering quality service
improvement process.
Step 12- recognition- to recognize employee success in quality improvement. McDonalds will
also do this and give rewards to staff.
Step 13 quality council- the council is set up to focus on quality and define clear goals.
Step 14- do it over again- this state that all things done need to be repeated again.
Thus, in order to solve the issues management has decided to take initiative of improving
quality of food. Also, to decrease employee turnover ratio. By improving quality of food will
help in offering high quality food to customers. In this certain standards will be set through
which food is prepared and services are delivered to customers. Moreover, it will give insight to
staff that how they have to deliver services. Hence, it led to giving positive reviews about
McDonalds. the importance of this initiative is that it will form certain standards to maintain and
ensure quality of food is high. It will address quality management by ensuring that food as well
service quality is maintained. Besides that, staff work as per certain standards and criteria
(Upadhyaya, 2020).
In addition, for solving employee turnover ratio, initiative taken is to re introduce training
programs for both management and new staff. In this the programs by which employee are given
training will be launched again. it will enable in providing them training on basis of their job role
and tasks. Besides that, their skills and capabilities will improved. When staff is given training at
entry level they get idea of their roles and how to perform it in effective way. Similarly,
management will also gain knowledge and skills to perform their task. Their skills and
competencies is developed.
Moreover, its significance is that training program will enable in giving proper and
effective training to management and staff. Through that, they will perform tasks in effective
way and attain goals and objectives. Besides that, if their skills is improved it automatically
results in increase in their efficiency. They are able to deliver services in proper way.
The training program will help in building a skilled work force in McDonalds. The lower
level staff competency will be enhanced. Besides that, issue of lack of skilled work force is
reduced. Along with that, when employee are trained they like to put hard efforts in doing task.
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So, it will create a positive working culture in McDonalds. Also, staff will be satisfied with their
work as personal and professional growth will occur.
It is necessary to measure the success of quality management initiative. so, here lead and
lag indicator is used. In this lead indicator means to look forward and lag indicator means to look
backwards. Thus, indicators set are as below
Lead – how many employees are retained, skilled work force and positive feedback of
customers, (Upadhyaya, 2020)
Lag – retention rate, poor quality of services, etc.
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REFERENCES
Books and journals
Billig, J. I., Kotsis, S. V., & Chung, K. C. (2020). The Next Frontier of Outcomes Research:
Collaborative Quality Initiatives. Plastic and Reconstructive Surgery, 145(5), 1315-1322.
Squiers, J. J., & Mack, M. J. (2018). Coronary artery bypass grafting—fifty years of quality
initiatives since Favaloro. Annals of cardiothoracic surgery, 7(4), 516.
Upadhyaya, G. (2020). Association of performance with quality initiatives and quality awards:
quality initiatives' effect. International Journal of Productivity and Performance
Management.
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