Quality Service Management in the New Normal PDF

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FLORENOSOS, Brookes C. HTTitle: McDonald’s “Facing the New Normal”I. Introduction McDonald’s Corporation operates in nearly 120 countries around the world. As a large global restaurant chain founded in 1955, it has extensive experience in adjusting to changing business conditions. While a potential ...

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FLORENOSOS, Brookes C.

HT336

Title: McDonald’s “Facing the New Normal”

I.

Introduction McDonald’s Corporation operates in nearly 120 countries around the world. As a large global restaurant chain founded in 1955, it has extensive experience in adjusting to changing business conditions. While a potential pandemic was already in the organization’s risk preparation program, COVID-19 has impacted every community in ways no one could have fully forecast, and its rapid acceleration pushed the company to move quickly.

In 1981 when Dr. George T. Yang opened the first-ever McDonald’s restaurant in the country. The historic restaurant still stands on its original location in Morayta, Manila.

In 1992, McDonald’s brought its world-famous menu items like Big Mac and Fries closer to more Filipinos with the opening of its first stores in Visayas and Mindanao.

35 years since it first arrived in Philippine shores, McDonald's became a 100% Filipino-owned company in 2005—fulfilling its vision to become ‘Una Sa Pamilyang Pinoy’.

Today, McDonald’s has grown to become one of the country’s leading fast-food chains with more than 480 restaurants nationwide. With President and Chief Executive Officer Kenneth S. Yang at the helm, McDonald’s is now a multibillionPeso company, with over 40,000 employees serving Filipinos all over the Philippines.

McDonald’s strives to deliver quality service and a delightful customer experience. Our employees enjoy a dynamic working environment, support, training and opportunities to help them deliver the best possible results and advance their career.

Apart from the company's commitment to serving and delighting its customers and employees, McDonald’s is also dedicated to making a difference in the lives of Filipino children and families through its charity of choice, Ronald McDonald House Charities and its banner programs.

II.

Quality Management Practices

Pre-Pandemic Practices Quality Service and Cleanliness: At McDonald’s, world-class standards are in place for quality, service and cleanliness. From responsibly sourcing product ingredients, providing efficient and convenient services to maintaining cleanliness within our restaurants - these are essential in our daily operations and procedures.

24/7 Restaurant and Delivery Service: It was in 2005 when McDonald’s first introduced its 24-hour restaurants and all-day McDelivery service to the industry. At any time, customers can dial 86-2-36 or log-on to mcdelivery.com.ph to get their McDonald’s favorites. And then in 2014, McDonald's expanded its McDelivery service to mobile through the McDo PH App, downloadable FREE at the App Store and Google Play Store.

New Normal As the country adapts to the new normal, McDonald’s Philippines continues to reassure its customers of its steadfast commitment to safety through its protocols and facilities. Quality, service, safety, cleanliness, and value have always been inherent in McDonald’s operating culture. Aside from complying with government guidelines, the company leverages global standards on safety to better protect its people and safely serve its customers.

McDonald’s has already implemented various measures in their stores and different ordering channels through its M Safe program. Each store has a dedicated safety

manager to ensure all protocols are followed by employees such as wearing of masks and/or face shields, use of gloves, daily submission of health check forms, temperature checks before and after every shift, and increased handwashing frequency to every 30 minutes, among others. The safety managers also ensure that customers are properly guided on the protocols in the store.

III.

Challenges in the new normal

VI. References https://theonebrief.com/case-study-mcdonalds-responds-to-the-covid-19-crisis-nb/ https://www.thestreet.com/markets/history-of-mcdonalds-15128096 https://business.inquirer.net/305677/mcdonalds-continues-to-reassure-customerswith-its-safety-protocols https://www.linkedin.com/company/golden-arches-development-corp https://www.mcdonalds.com.ph/our-story...