Question

McDonald's Singapore temporarily suspend all restaurant operations in Singapore, including McDelivery and Drive-Thru from 19 April 2020 until 4 May 2020. During this closing period, the organisation will still pay the employees.

Questions:

1. As an operation manager McDonald’s, describe any FOUR (4) objectives of service operation at the levels to business users and customers. [40 marks]

2. Elaborate the implementation of Total Quality Management system for service operation in McDonald’s. [40 marks]

3. Describe TWO (2) strategies for McDonalds in future to maintain the business profitability. [20 marks]

Answer 1

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1. Four objectives of service operations at the level to business users and customers:

a. Providing better quality service and improved quality products to the customers.

b. Reducing the lead time and providing speedy delivery to the customers.

c. Improving customer feedback and communication system.

d. Improving quality and productivity and efficiency of the overall business.

2. Implementation of a total quality management system for service operations in McDonald's:

a. communicating the objectives and goals regarding fundamental quality managers to employees and gain their confidence and commitment.

b. Properly supervising the work of employees and guiding them whenever required.

c. Proper controlling and comparing the performance with standards, and correct some improvements, if needed.

d. Properly assessing the customer response the business efforts towards TQM, and making relevant alterations.

e. Effectively and efficiently performing the control process to evaluate the overall performance.

3. two strategies for McDonald's in the future to maintain the business profitability:

a. Conducting proper research at the time of making a plan regarding the customers and alterations in its operations to gain the advantage of first-mover advantage.

b. expansion of its business operations and finding new customers for the previous product or developing new products to increase the sales and ultimately increasing profits.