CHANGE MANAGEMENT AT Mc DONALD’s
CHANGE MANAGEMENT AT
Mc DONALD’s
OBJECTIVES
To analyze state of change
management at McDonalds.
To identify areas of improvement.
To recommend any changes
which should be brought in.
METHODOLOGY
Survey conducted by using
questionnaires as the medium.
Two sets of questionnaires were
prepared:
One for Management and other
for consumers to analyze each
one’s perspective.
SURVEY
Period of survey : Feb’07 to Mar’07. Target Outlets(for consumers) :
Kashmere gate, Connaught Place,Pitampura, Preet Vihar and Rohini.
McDonalds corporate office located at Zor Bagh was chosen for management.
Timings : afternoon and evening. Sample size : 69 consumers.
ANALYSIS AND INTERPRETATION 69 Questionnaires were analyzed. 59 % of respondents are male
and rest of 41 % are female, they came to know about McDonalds mostly Through “Friends” or “Advertisements”.
Frequency of Visiting McD 17% - Fortnightly 23% - monthly 45% of respondents visits weekly 15% - daily or alternate days.
TOTAL FREQUENCY
MEN’S FREQUENCY
WOMEN’S FREQUENCY
CLEANLINESS OF THE PLACE 52% percent consumers - VERY
GOOD 29% - EXCELLENT.
MEETING THE EXPECTATIONS OF CONSUMERS 88% people think that McDonalds
met their expectations.
PROMPTNESS OF SERVICE Major chunk of population that is
74% feel its fast.
AVAILABILITY OF PRODUCTS 64% people – always available
UNIQUE SELLING PROPOSITION 39% - low cost products 18% - quality and Variety of
products.
NEED FOR CHANGE
63% people said yes.
KIND OF CHANGE REQUIRED 31% people - more number of
outlets. 27% people - more variety of
products. 18% people - change in quality 25% people - change in price and
service.
CHANGE AREAS …
PROBLEM AREAS
50% people complained about less number of seats during the rush hour and usually,there is huge rush in CP McDonalds’ outlet.
Non-availability of products at some branches.
Slow service. Not providing extra condiments.
CONSUMER’S SUGGESTIONS Too much of work load and
unable to handle customers during rush hour.
Must include Indian fast foods in their product range.
More number of outlets should be opened.
Prices of some products should be decreased to some extent.
PROBLEMS FACED DURING SURVEY
Non-cooperation of employees at
McDonalds at the outlets and
corporate office at Zor Bagh.
Not allowed to conduct the survey
inside the outlets.
RECOMMENDATIONS FROM DAY DELIGHTERS Improvement of grievance
redressal mechanism. More openness in the
organisation towards outsiders. Providing adequate amount of
condiments. Manage their seating space more
effectively.
Contd…
Availability of all the products at all outlets at all times.
Improvement in the service time.
Employees should follow the smile of this McD man….
THANK YOU!!!