McDonald’s goal: “To give customers a similar dining experience anywhere in the world and maintain high standards of service and quality- fast, accurate, and friendly.”
McDonalds is well-known for its consistency in the production of burgers. Every McDonald’s burger is similar to the last one without regard to geographic location or time of day. McDonald’s meets these expectations by maintaining rigorous standards in their production process.Their trademark competitive edge is its process management approach in which the company put burgers on the assembly line.
How McDonald's Ensures Consistent Quality
- They carefully match the level of service quality with product design.
- Uniformity in production is a major goal.
- Product design concentrates on maintaining consistency in how products are presented.
- Efficient service delivery-concentrates on meeting time demands of customer.
- Seek to measure results of training through competency tests, feedback, and “mystery diners”.
- Repetitive emphasis on consistency is a primary competitive advantage over competitors.
- Provide rigorous employee training for handling and preparation of food.
- Global standardized operations.
- Their product design concentrates on maintaining consistency in how products are prepared as well as what raw-food components are used.
- Quality is ensured through standardized and careful employee training efforts.
Benefits Related to Consistent Quality
- Provides cost standards for other outlets within the organization.
- Enables cost inefficiencies.
- Benchmarks set for productivity.
- Areas of weakness can be easily detected and evaluated.
- Higher quality (i.e. greater consistency/less variability) can also translate into lower costs, which result in greater return for the same sales dollar.
- Prevention costs may be higher, but other costs will be reduced and avoided in long-run.
- Reduces uncertainty in minds of customers.
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