McDonalds Prashant CRM

8/14/2019 McDonalds Prashant CRM

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CRM Practices of McDonalds


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Introduction

McDonald's is the worlds largest chain of Hamburger fast food rest

It was founded in 1940 by Richard & Maurice McDonald in Califor

Its headquarter is at MCD Plaza, Oak Brook, Illinois.

It has over 33000 restaurants in the world.

McDonalds has been a leader for over 15 years in organized food re

Currently it has a network of over 160 restaurants across the country


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Company Overview

McDonalds restaurants are found in 119 countries and serve more than

customers everyday.

It offers both counter and drive through services with indoor and outdo

The services depend on locations as in some countries near highways it

counter service while in city neighbors it offers drive-through service.

McDonalds stores in malls are known as Mc express because of their lim

capacity.

Only 15% of the total stores are owned by McDonalds, rest are as fran

agreements.


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McDonalds Mission

The following are the missions of McDonalds:

Be the best employer for our people in each community around the world.

Deliver operational excellence to our customers in each of our restaurants.

Achieve enduring profitable growth by expanding the brand and leveraging the

McDonalds system through innovation and technology.

Try to fulfill customer demands, automatically our profit will improve.


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Awards & Recognitions

Most admired company 2010-Forbes

5thmost respected company 2011- Barrons

Ranked among 20 best companies for leadership 2010-Business We

Top 100 best corporate citizens 2010- Corporate Responsibility Mag

Member of dow jones sustainability index since 2005

Greenest company in America 2010-Newsweek


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QSC&V Policy

McDonalds has been pursuing the principle of providing its cu

high quality products, serving them quickly with a smile, in a clean

environment at an affordable price.


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Values

Believe in the McDonalds system

Operate business ethically

Give back to communities

Grow business profitably

Strive continually to improve


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McDonalds India

In India McDonalds is a joint venture company managed by two Indians.

McDonalds west & south India are managed by Amit Jatia, M.D. Hardcastle R

Ltd.

McDonalds north & east India are managed by Vikram Bakshis Connaught P

Pvt. Ltd.

McDonalds is pursuing the policy of sourcing all its products from within the

inception here in 1996.


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Fresh lettuce is sourced from Pune, Delhi, Nainital & Ooty

Cheese from Dynamix Dairies, Baramati Maharashtra

Fresh Buns from Mrs. Bector Foods, Phillaur Punjab & Khopoli Maharashtra

Sauce from Mrs. Bector Foods, Phillaur Punjab

Chicken Patties, Veg Patties & Pizza McPuff from Vista Processed Foods, Taloja Ma

Dairy products are sourced from Amrit foods, Ghaziabad

All its suppliers are HACCP certified.


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Operational Principles

McDonalds applies four major principles to its operations which ar

for fast food industry and these are :-

Efficiency

Calculability

Predictability

Control


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CRM Practices

Acknowledge the situation

Be true to your brand

Confirm the exact problem of the customer

Dont delete any negative feedback

Engage in dialogue

Follow your crisis plan

Go! Responses need to be sent as quickly as possible!

Honesty is keyInformation is important to solve any customer complaint

Join the conversation

Keep monitoring even after you resolve a customer complaint

Listen to the customer

Monitoring 24 * 7 for any potential situations


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Never attack the customer or accuse them of lying

On point messaging, always! Never stay form key messages outline in your crisis pl

Plan, plan & plan

Quit panicking- you have a plan in place to follow

Respond quickly

Say you are sorry

The truth will prevail-so be honest

Understand what the customer is sayingVerbalize your companys position on the issue

Work hard to regain your customers trust

Xerox copy responses never work, respond to customers personally

You cant afford to ignore negative sentiment

Zero-in on the brands challenges, and then offer a solution


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Customization

Complaint handling grievance redressal mechanism

Customer care management

Technology based customer care initiatives

Employee behaviour


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Other Customer Service Initiatives

McDonalds India west has started a program that is specially designed for

customers who order through McDelivery number 66000666, the program

features:

On purchase of any food product via McDelivery a customer gets a free offer c

A) along with the order

Offer coupon entitles a customer to get during the program period via McDeliv

burger or a McVeggie Burger absolutely free on his/her next purchase of an EV


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The Road Ahead

More effective & efficient service system

More available choices is the menu

Superior communication standards with the customers

Consideration of customers view points on major issues

More competitive prices

More robust customer feedback system


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Thank You

Documents

McDonalds Prashant CRM