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ITS 450
ASSIGNMENT 1
NOR AZIRA BT AHMAD AZZUDIN (2014852288)
NURUL IZAH BT MD SALLEH (2014410118)
FATINI BT BADROL (2014493744)
COMPANY BACKGROUND
McDonald's is the world's leading global food service retailer with over
36,000 locations serving approximately 69 million customers in over 100
countries each day. More than 80% of McDonald's restaurants worldwide are
owned and operated by independent local business men and women.
Overall vision is for McDonald's to become a modern, progressive burger
company delivering a contemporary customer experience. Modern is about
getting the brand to where we need to be today and progressive is about
doing what it takes to be the McDonald's our customers will expect
tomorrow. To realize this commitment, they are focused on delivering great
tasting, high-quality food to our customers and providing a world-class
experience that makes them feel welcome and valued.
Activity
Inbound Logistic
Description
Operation
Outbound Logistic
Services
VALUE CHAIN
Primary activity
Support activity.
Activity
Firm infrastructure
Description
Applied flat organizational structure.
Each branch controlled by a manager and all
branch controlled by HQ.
All branch need to achieve sales target and
need to pay for royalty fee.
Human Resource
Management
Technology
Development
Procurement
1. Productions
2. Customer service
McDonald answering complaints, enquires or positive feedback
from their customers.
Customers can give any complaints or feedback through their
website and also social media (Facebook).
Providing after sales care that consists on the employee asking
the customer if he or she is satisfied, both with the companys
goods and the service that it provides.
Minor complaints are solved by staff on duty that apologies for
the problem provide the help or assistance required to check the
customer satisfied.
3. Logistic/ Distribution
McDonalds ensuring all the goods that the customers want by
delivery order appropriately stored before delivery.
Ensuring the goods that want be delivered is in correct quantity
and the goods are safely packed and correctly labeled to avoid
negative feedback from customers.
Checking the vehicle to make sure it is safe and secure and
delivered at the right time and planning vehicle routes.
Inform the sales staff of delivery schedule so that customers can
be informed.
4. Human Resource
Recruitment and selection for new employee.
Council Restaurant Manager to make final employments decision.
Provide basic training to newly hired employees.
Performance appraisal for employee to evaluated in order to
determine how or she is performing.
Provide incentives for employees in cash and non-cash based
incentives, for example attendance, annual and medical
allowance, crew of the year, branch of the year etc.
Carrying out company welfare policies
Checking health and safety and keeping accident records
5. Administration
Arrange schedule and manage video conferencing meetings
Manage data entry into FileMaker and prepare reports as needed
Produce (print and bind) campaign reports.
Arrange for food and refreshments periodically at client or staff
meetings
Order office supplies
Coordinate with technology support services on initial troubleshooting for occasional technology concerns
6. Finance
Formulate relevant targets for the business and report actual
performance.
Finance department produce invoices, checking payments
received from selling and chasing up overdue payments.
Preparing the payroll and paying staff salaries.
Producing the financial reports for each year.
Ensuring the company generates sufficient funds in order to
maximize shareholder wealth.
7. Marketing
Perform market research for targeting potential customers and
obtaining feedback from them.
Advertising through TV, radio, cinema, online, using poster sites
and in the press for example in newspaper and magazines.
Producing product that can attract potential customer, for
example the product that McDonalds markets for the young
children is the happy meal.
Make a price of the products cheaper than its competition.
8. Sales
Monitor customer, market and competitor activity and provide
feedback to company.
Provide detailed and accurate sales forecasting and tracking the
same.
Compile the information and data related to customer and
prospect interactions
Achieve desired market share in defined areas. Keep team
members highly motivated and support them accomplished
desired results.
10.
ICT
Using systems and software in the process of ordering from
customers at the restaurants.
Training the employee using the new system.
Saves time for customers who are so busy to come to
McDonalds restaurant, they just need to access the website and
click to order.
Repairing the system when required.
Can enhance the staff quality.
FUNCTIONAL AREAS
Sales and Production
LINKS
The
link
between
sales
and
production orders in a make to order
environment. When customer comes
to make order, the sales will take
order from customer and the product
will make the product for example
burger. When production have not
enough raw material, they must tell
sale about their problem
To ensuring the company generates
sufficient funds, the sales must
achieve desired market share in
defined areas and
Keep team
members
highly
motivated
and
support them accomplished desired
results
in
order
to
maximize
shareholder wealth
McDonalds ensuring all the goods
that the customers want by delivery
order appropriately stored before
dispatch and the finance must know
when goods have been dispatched so
that invoices can be produce and
checking payments received from
selling can be made.
Inform the sales of delivery schedule
References
http://www.aboutmcdonalds.com/mcd/investors/company_profile.html