Evaluating Quality Management and Customer Service at McDonald's

This report provides a comprehensive analysis of quality management strategies implemented by McDonald's. It begins by defining quality in business and service provision, illustrating processes of inspection and assurance with examples from McDonald's. Various approaches to quality management are discussed with reference to leading contributors to quality management theory, highlighting similarities and differences in the methods currently used by McDonald's. The report also explores the benefits of quality management, including customer satisfaction, continuous improvement, and added value. Furthermore, it examines how quality management is measured within the organization, the benefits of user surveys, and the value of complaints procedures in improving quality. Finally, the report assesses the role of self-assessment, communication, and staff consultation in quality management, proposing new systems or modifications to existing systems to enhance service quality at McDonald's. Desklib provides a platform for students to access past papers and solved assignments.

Quality Management
STUDENT : ANA MARIA STRATON
GROUP : 2A

QUALITY MANAGEMENT
Contents
Task 1:...................................................................................................................................................4
LO1: Different approaches to Quality Management..............................................................................4
1.1 Discuss definitions of quality in terms of business and services provision with suitable
examples............................................................................................................................................4
1.2 Illustrate the processes of inspection and assurance used in the quality management provided
with life time example of McDonald's...............................................................................................5
1.3 Discuss a range of approaches to quality management with reference to leading contributors to
Quality Management theory..............................................................................................................6
1.4 Explain the similarities and differences between the different methods that are currently being
implemented by McDonald's.............................................................................................................7
Task 2:...................................................................................................................................................9
LO2: Benefits of Quality Management..................................................................................................9
2.1 Discuss what is meant by customer satisfaction. Answer your question with appropriate
example relevant to your target customers.........................................................................................9
2.2 Explain the meaning of continuous improvement in Quality Management.................................9
2.3 Illustrate the type of added values gained through effective and efficient operations in
McDonald's......................................................................................................................................10
2.4 Describe the types of information made available to your customers and describe the
importance given to effective marketing..........................................................................................11
Task 3:.................................................................................................................................................12
LO3: Range of Quality Control and Customer Service Improvement.................................................12
3.1 Explain how quality management is measured in your chosen organisation and provide with
practical example.............................................................................................................................12
3.2 Evaluate the benefit of user and non-user surveys in determining customer needs for
McDonald's......................................................................................................................................12
3.3 List the methods of consultation employed in one quality scheme to encourage participation by
different groups...............................................................................................................................13
3.4 Identify the value of complaints procedures and analyse how this has been used to improve
quality in response to McDonald's...................................................................................................14
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Task 4:.................................................................................................................................................16
LO4: Be able to apply the principles of quality management to improve the performance of an
organisation.........................................................................................................................................16
4.1 The role of self-assessment in order to determine your chosen organisation’s current “State of
Health”............................................................................................................................................16
4.2 Evaluate the importance of communication and record keeping in quality management with
appropriate examples relevant to McDonald's.................................................................................16
4.3 Outline the stages of staff consultation which is followed by your chosen organisation in
accordance with guidelines for effective implementation of a quality scheme................................17
4.4 Propose new systems or modifications to existing systems that could improve service quality.18
References...........................................................................................................................................19
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Task 1:
LO1: Different approaches to Quality Management
1.1Discuss definitions of quality in terms of business and services provision with
suitable examples
In term of business and organisations course of action, the way of a thing or
organisation insinuates the impression of how much the situation or organisation meets the
customer's wishes. Management activities and the other related functions that are involved
and determines the quality policies and the strategies of implementation are known to be
quality management. This involves quality planning and assurance of the qualities. There are
no particular necessities of important worth unless it is connected with a possibly address or
specific limit. Quality is the prohibitive, perceptual, and to some extent individual attribute.
The consequences of significant value in terms of trade are made after some time. Different
translations are provided below:
According to the Society of America for Quality: it is an individual term for that every person
takes his or her own explanation. Particularly, utilise, quality can possess two implications:
The potentials of an administration or item which bear on its skill to fulfil inferred or
expressed needs. An administration or item is free of deficiencies.
As per the accordance of Peter Ducker: Quality in an administration or item is not the actual
matter that provider places in. The client gets out the thing and he will fee for it. According to
ISO 9000: Gradation to which the arrangement of instinctive attributes pleases prerequisites.
The level characterises requirement as desire or need. Joseph M. Juran describes the Wellness
for operating. Fitness is notable by the customer. According to Six Sigma controller: Number
of irregularities per million exposed doors. Quality management at MacDonald’s is an
essentials factor because food industry demands high quality services for the customers
because of hygiene.
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1.2Illustrate the procedures of assurance and inspection used in the quality
management delivered with life time instance of McDonald's
Diverse procedures are utilised as a part of affirmation and investigation of worth. Some of
those are given below:
 Quality Planning: It is a procedure that decides the process to fulfil the exact quality
representations by distinctive the quality standards with the administrations and items
that provide in the organization. It identifies the parameters, object depictions,
different approaches and so on. At that topic to approve the latest quality points and to
find out the total between the current circumstances and distinguished quality norms,
it uses money saving scope investigation, benchmarking, configuration, flowcharts to
try strategies. In the final stage, it makes quality agendas, administration plan and
contribution to various procedures.
 Quality Assurance: It is a procedure where constantly overall generation
implementation is described, and quality assurance likewise guarantees the
manufacture's asserting as to the quality guidelines. Quality Assurance is the lost
pieces of effectively running any housing. Even the proficient and best money linked
chief in the trade won't be familiar with their original potential if their product
administrations and quality are not realised as the first launch of achievement. Quality
reviews and methods are used for the assessment of overall execution, creation,
quality organising devices.
 Quality Control: administrations and execution checked here to decide whether they
amend to expel the bad execution and to connected quality norms of the generation
strategy, individual is the way. In the wake up of examination, to recognise poor
presentation of the manufacture procedure excellence control methods for
flowcharting, regulator graphs, appraisals, parental outlines, pattern investigation and
measurable testing are used. After unique proof of the problem enhancements are
completed by evolving preparation, ding facelifts and so forth as excellence advance
selections of value controller plot.
 Complete Quality Management: the standard quality change assignments are
objectified to continue the specific quality inside the organisation. In all stages of
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generation procedures such as preparing, arranging, examining, field testing, and
other quality programmes are put among the employees who are employed in the
organization (Aaker, 2012).
1.3Discuss a range of approaches to quality management with reference to
leading contributors to Quality Management theory
According to Deming, (1986) the quality is anything that is anticipated by the clients.
To get prepared for envision issues and the future to arrange of waste, he authorizes directors.
Quality should be wanted and composed. He inspires institutions for connecting with experts
in basic leadership preparation. He trusts on "An association in class" where the global
society and links share. In this detail, participation periods should be taken to provide
guarantee in the relation, in endeavours particularly to improve the warranty and quality
average support from the top management. He gives some speculations that demonstrate
cardinal bearings and direction to chiefs similar to – Deming’s "Arrangement of Profound
Knowledge" which includes the Deming’s circular "Plan – Do – Check – Act (PDCA)" and
Deming’s “14-Points”. The hypotheses focus on making brilliant administrations and items
what the consumers fancy; these in addition help the chief to find out the making process of
progress by concentrating on.
Around the deeds of value controller, quality change and quality arranging Juran
(1988, 1989) marks his quality levels. As specified by him, consumers must concentrated on
value arranging, and this procedure is similar to Deming. Including top management, extend
by business making a preparation program and arranging quality change for all staffs are the
general purpose of his methods. He has confidence in constant process advancement for
delivering quality departments and products; he additionally emphasises on client-centred
organizations, like Deming. He depicts quality as the wellness for usage, instead of meeting
in details just. Supervisors must establish the Quality models. To assess viability and cost of
the quality alteration program, the administrator requires to provide estimations. To
accomplish organisational execution, objectives authority and related quality, Juran believes
that his levels offer valuable thoughts for organizations. He expects organisations eventually
for performing another industry culture in which quality alters the progress for suitable
component of each manager's method.
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1.4Explain the differences and similarities between the various methods that are
presently being applied by McDonald's
There are few similitudes in the technologies. Each and every quality planning relies
on exact quality methods of the administration or item. The corrective move is completed by
both quality arranging and quality control, aims to border the poor implementation. To gain a
recent choice standards of the organisation are measured is quality control and quality
confirmation. Quality is changed constantly in complete quality control and quality
administration.
There are some differences in the various techniques. Arranged quality levels can be
considered on the quality arranging construction. The quality confirmation level is originated
in class approval composition. Continuous change of implementation of value exercise is the
main focus of cost regulator development. If non-usable or usable as the business of the
making system, TQM was putting on quality projects
Total quality management: This is a management which is completely depending upon the
development and the maintenance of the company which is needed for the business system in
the company. This management is completely depending upon the strategic ideas which only
concentrate upon the quality of the product and the improvement of the product and the
company’s progress. This helps to bring the collaboration between the departments of the
company which is also a cultural aspect of the company.
Six Sigma: Six sigma is a process of improving the quality of the product and the program of
the company. This helps the company to achieve the perfection of their work in all the sector
of company. The difference between the TQM and Six Sigma are as follows: TQM helps to
improve the internal skills of the business and the Six sigma helps to improve the external
matters of the company.
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Task 2:
LO2: Benefits of Quality Management
2.1Discuss what is meant by customer satisfaction and answer your question with
appropriate example relevant to your target customers
Consumer satisfaction is characterised by the extent to which the clients are satisfied
with the administrations and items provided by a trade. An industry that relies on any
government or merchandise, their consumer has a practical thought of what they ought to get
for their money. Generally, through showcasing the upheld guarantees of the trader, this view
is formed. On the prospect, that clients buy products and endeavours and those make them
sense extraordinary, after that, they are fine on the approach to assess the enterprises and
merchandise. Consumer satisfaction occurs when consumers fell that the outcomes of
organisation they buy are made uniquely for them or everyone prefers them. Using surveys
levels and overview strategies of customer loyalty can be measured.
Customer satisfaction is the ultimate motto of the company because without the customer
satisfaction a company cannot runs business in the market because a business depends upon
the customers’ needs and the satisfaction. A company has to keep this fact in their mind when
they are developing a product for the customer that it will accept by the customer or not.
Macdonald always made those foods which are very much simple in taste and taste goods and
those foods are liked by the customer vehicle they use or purchase it. Among all this things
the behaviour and the communication with the customer is very much important because the
company always have to response to the customer for the feedback and by those feedback
they can improve their business.
2.2Explain the meaning of constant improvement in Quality Management
A developing push to enhance administrations, items or procedures is recognised as
constant alteration. These endeavours can look for "Achievement" alteration at the similar
time or "Incremental" alteration after particular time. In the focus of their viability,
productivity and adaptability conveyance procedure should be evaluated and moved forward.
An innovator of this field is W. Edwards Deming; in the viewpoint of him, it is a part of the
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"framework" where involvement from the client and the procedure were measured against
hierarchical aims. Ceaseless alteration otherwise can be called Kaizen.
According to Aaker (2012), McDonalds have been able to cope up with the quality
management procedures and benchmarking with the other competitors that has enabled them
to formulate the best ways for marketing. The organization has continuously improved by
interpreting with the business environmental issues and striving to solve them. Customer
demand and customer satisfaction is one such factor that has helped the company to analyze
their loop holes and overcome them with appropriate strategies.
2.3 The type of added values achieved through efficient and effective operations
in McDonald's
Various types of added qualities should be picked up for an organization. Those are given
below
 Quality Added Value: it includes basically convenience, comfort, or other striking
attributes which are valued by clients. Improving sustenance with minerals and
vitamins is the case of value that is involved respect.
 Environmental Added Value: It accentuates on the safety of condition. Different
frameworks or techniques don't hurt the globe or less insecure than those are
ordinarily employed. For example: transmitting less fatal squanders, utilising less
energy, utilising ecological materials for hustling and so on.
 Cause-related included esteem: It is a typical promoting method. Here organisations
provide some income to a reason. For example: A business may enhance to an
informative office for poor youths by giving a degree of income from every
interchange.
 Cultural included esteem: It is different sort of typical showcasing method. Here for
establishment, such plans for outlines are used which include governmental angles or
address the affectability and problems of social meetings. For example: creating Halal
sustenance for Muslims by standing the Muslim's law.
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2.4Describe the types of information made available to your customers and
describe the importance given to effective marketing
At the point when a client chooses to begin utilising an item or administration, he
needs to comprehend it however much as could reasonably be expected. Therefore,
organisation needs to give as much as vital data to the clients. For the most part, a customer
has the apparent fascination about vision, mission and support of an organisation when they
begin to utilise that organisation's items. From these data, clients get a general perspective of
an organisation. Organisation need to permit customers to access to the detail data about
every item.
The organisation ought to present components of every item, which may pull in
customers to utilise the items. This will contribute successfully to the showcasing procedure
of the organisation. If any safety measure requires when employing an object, then the
organization must give that data to the client. An organisation may let their customers report
about the shortcoming of their article, which will help a team to settle on the legitimate
choice of their item. The more data consumers think about an issue, the more they will focus
on it. This methodology might be known as the buying brain science of customers. If any
change is done in any item, an organization must give this data about the progressions to their
client. This may fulfil the customer since organisation demonstrates that they regard and
think about their customers. At the point when customers utilise an item for a long haul, they
need to perceive how this piece will be enhanced by the organisation. If quality expands, then
the offer will likewise increment (Chen and Chen, 2010).
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Task 3:
LO3: Range of Quality Control and Customer Service Improvement
3.1Explain how quality management is measured in your chosen organisation
and provide with practical example
There are distinctive approaches to gauge quality administration. By a few
estimations, we can discover that the items or administrations are not in best quality. For
instance, we can check the quantity of used merchandise. For deliver merchandise revamps is
done; for particular generation require extra material or stock which are generally not be
utilized, for sold merchandise benefit done in light of the fact that they need guarantee
repairs; for sold products and ventures client whine; for goods and enterprises obligation
judgment need to make; reviews and restorative moves need to make for items.
By surveying the client's input and their prerequisites, an organisation may judge
their quality administration – whether they meet the customer's necessities or not. Another
excellent method for deciding own quality government is benchmarking. In this procedure,
one organisation contrasts their particular quality government and the individuals who are
best in this field. An organisation may quantify their quality management framework with the
assistance of the ISO 9000 group of models; since they are intended to help associations
guarantee that they address the issues of clients and different partners.
The company McDonalds have used the benchmarking as a process of quality
measure control. The statistical process control is one such measure that the company has
been collaborating with and therefore, they are day by day developing their strategies.
3.2Evaluate the benefit of user and non-user surveys in determining customer
needs for McDonald's
It is essential for all organisation to comprehend the customer needs firstly. Numerous
methodology is utilised to understand the client's needs, however, among them, the overview
is the most prominent strategy. It is imperative for a business that what sort of study they will
utilise; and who they decide for it clients or non-clients?
A significant portion of time a business association employ customer base study. This
review finds the relationship of their positive qualities and shortcomings. By asking relevant
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and appropriate inquiries, a business organisation may get legitimate criticism from their
clients about the request and needs of their items. They likewise discover the fulfilment level
of customers about their question by this study. A non-clients overview is additionally
exceptionally helpful for an association in spite of the fact that it can be strange in
showcasing research. By this review, organization come to know why these individuals don't
utilise their items or administrations other than they come to comprehend what they need
frame the organisation; what measures will be taken to fulfil them, what are the certain
criteria where their rivals are superior to the structure, and so forth. In spite of the fact that
utilising both sorts of review need much regulatory endeavours and time, both are imperative
to decide client's needs. Consumer study helps an organisation to see if they are doing great
or awful in business. Another hand non-client study discovers what they haven't address
customer issues? On the off chance that an organisation get appropriate reaction from client
and non-client, it will help them to decide client's needs helpfully (Fuller, 2012).
3.3List the methods of consultation employed in one quality scheme to encourage
participation by different groups
A few strategies can be utilised for empowering support of under-spoke to bunches. Some
of them are given underneath:
 Form overviews: A shape ought to be intended to get the quick answer from under-
spoke to bunches and also ought to help to distinguish the way of the replies and
under-spoke to gatherings ought to be urged to take an interest in this study. Their
desires, prerequisites and issues can be uncovered by dissecting these structures.
 Telephone overviews: desires, requirements and issues of under-spoke to gatherings
can be measured by phone study, and it is a powerful device.
 Interviews: A man might be chosen from the under-spoke to bunches arbitrarily for
the meeting.
 Group meets: Another viable method for counsel with under-spoke to gatherings is
gathering meetings or gathering exchanges which help to break down the
circumstance.
 Mail overviews: Some individuals might be chosen from the under-spoke to bunches
and to get their reaction paid ahead of time encompasses can be sent with an
arrangement of inquiries requiring short answers.
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