McDonalds Trouble-Shooting - Book Report/Review Example

Assignment 3 Trouble-shooting Report What one did and what were the observations. One observed a nearby McDonald’s fast food restaurant to accomplish the defined objectives of the task, to wit: (a) to provide a comprehensive description of the premises, both inside and out; (b) to determine how long it usually takes to receive one’s meal from the time it was ordered; and (c) to provide a thorough description of the service and the food. a. Description of Premises As one entered the premises, it could be observed that cleanliness was maintained by the entrance and within the parking lot area. The glass windows and doors were consistently sparkling clean, the floors were mopped to perfection, and the dining area (including tables and chairs) were regularly polished. The playroom section, consistently filled with children, is likewise clean as the children’s shoes were kept out from the section and separate shoe rack was allotted for containing the children’s footwear while playing. However, one observed that while the tables and chairs were regularly cleaned, especially after every time those customers leave their dining area, the playroom section was not frequently cleaned as often due to the presence of playing children. Also, since the customers expect cleaning of the dining area (tables, chairs and floors) to be immediately done after customers dined, one could not help to determine and observe the way that cleaning accessories were likewise regularly rinsed, washed or replaced, as needed. Also, it was awkward for personnel assigned to do the mopping of the floor to confine their mopping to the dining area that was just vacated, since tables and chairs are apparently close to each other. Sometimes, one feels that their regular cleaning could disadvantage nearby customers who are having their meals. Also, the restroom needs to be cleaned more in terms of ensuring that it is immaculately in pristine condition. Due to the enormity of the clients going in and out, the cleaning staff could not respond to cleaning the restroom more frequently, as needed. b. Length of Time to Receive Ordered Meals The length of time I received my order from the time it was taken, up to the time it was served was approximately five minutes. However, there were times when the front clerk would indicate that for a particular meal, for example, Fillet O Fish meal, they would not approximately 10 minutes to prepare and the front clerk would ask if the customer would be willing to wait. As I sat on my table observing, I heard one customer who asked for a Fillet O Fish meal and was told that the meal would be prepared in 10 minutes and if the customer is willing to wait. When there was a positive reply, I timed the incident and found out that they were consistent with their word and that the order arrived within the 10 minute period. However, some customers, who were seated when I arrived, seemed to be anxious that the ordered meal has not arrived. She ordered a Big Mac Meal. Apparently, I overheard that the order was five minutes late. c. Description of the Service and the Food One actually observed that McDonald’s food and service seemed to be declining in quality over the years. There were instances when, during observation, customers indicate that they ordered a Sprite and a Coke was given, instead. Or one customer ordered Hot Chocolate and was given Brewed Coffee. These could be honest human error but still, it reflects that the quality of customer service is not focused and thereby results to customer dissatisfaction. 2. Violations of Policy Under violations of policy, one observed that the servers were not consistent in wearing protective hair nets to ensure that strands of hair would not fall off. Further, due to regular changes in temporary staff manning different responsibilities, one observed that some personnel have not been duly trained and prepared to do their jobs. Newly recruited and placed front clerks make frequent mistakes in punching the right order in their respective ordering machines and need to call their supervisors to invalidate the entry and to correct it, as required. This kind of mistakes delay time in receiving orders and cause customers to complain. Failure to clean identified areas (dining area, playground, restrooms) that could potentially cause harm to the customers is violations of corporate policy. Uncleaned spilled drinks or left food morsels could cause customers to slip and thereby endanger the health of patronizers. 3. Recommendations for Improvement To improve on the noted weaknesses and violations of policy, McDonald’s chains should enforce more stringent training and orientation to new placements to prevent errors and delays; and to ensure complete cleanliness of the restaurant, pursuant to OSHA regulations. As observed, customers should have a complaint box that goes directly to both the owner and the government agencies responsible for enforcing laws and regulations on cleanliness and safety of operations by restaurants to immediately address violations and to improve customer service, as needed. Short Memo Report Memo For : Kerry Simons, Director of Human Resources From : Your Name, Corporate Training Division RE : Online Training Courses for Company Employees Date : March 15, 2012 Pursuant to the requested investigation on online courses which would be earmarked as training programs for company employees at Paper Products, Inc., the findings revealed that this course would only be beneficial to our company if our training objectives and resources fit our training requirements. The summary of advantages, disadvantages and appropriate recommendations are hereby presented for your perusal: Advantages of E-Learning: Convenient, can be accessed 24/7, and cost-effective; Disadvantages of E-Learning: Lack of management oversight and lack of motivational drives; Problems with technology; Lack of student support and diversity in student preferences; Poorly designed courses; and Substandard and inexperienced instructors. Recommendations: Cater online courses to the organization’s training needs, resources, and objectives by designing short course tranches with regular management oversight, monitoring and feedback; Use e-training to more advanced and qualified personnel who need less supervision and management oversight; while sticking to conventional training programs and courses to newly placed personnel who needs direct supervision and guidance. Given the abovementioned, it is thereby recommended that while e-learning could be advantageous, Paper Product, Inc. should retain conventional training programs for personnel who need more supervision, guidance and oversight in monitoring that responsibilities are performed as duly expected; and apply e-learning on an intermittent basis by designing short and regular courses to personnel who need little supervision, guidance and management oversight. For your review and appropriate action. Related Capabilities One has gained exemplary theoretical framework through the academic levels pursued. There is excellent understanding of theories, concepts and knowledge in the field of endeavor taken. Through gaining appropriate course credits in journalism, mass media, and communication, one’s intellectual and cognitive skills have been honed to address diverse scenarios and challenges within the chosen career. Likewise, one has been given vast opportunities to develop holistic skills ranging from communication, interpersonal, customer relations, leadership, problem-solving, conflict-negotiation, teambuilding, and technological applications. Through the course modules, related part-time work experiences, and case studies that link theoretical frameworks to practical contemporary applications, one has been guided and assisted in the development of these skills. One is also highly proficient in the use of contemporary technological applications through the internet and social networking sites. Research and future updates through browsing to authoritative academic sources are regularly pursued as a means for continuous learning. Finally, one acknowledges that there is always still room for constant development, training and improvement that contemporary work settings could accord. One’s openness and willingness to learn new things and to think outside the box provides ample capabilities for professional and personal growth. Critique of a Canadian Company Website TO : Mr. Robert John, Supervisor FROM : Specify your email address SUBJECT : Critique of a Canadian Company Website: --------------------------------------------------------------------------------------------------------------------- Accenture, Inc. was selected as one of Canada’s top 100 employers for 2012 (eluta.ca). From among the reasons for the organization’s inclusion as among the top 100 employers, the following were prominent: (1) (it is an ) “international consulting firm with offices worldwide that offers great career prospects adding over 320 positions in Canada last year; (2) depending on the vacancy to be filled, employees can receive generous employee referral bonuses up to $6,000 when they successfully refer a new candidate; and (3) (it) encourages an ownership culture through a share purchase plan and helps employees plan for life after work through a defined contribution pension plan” (eluta.ca par. 1). A more detailed access to the company’s official website (http://www.accenture.com/ca-en/company/Pages/index.aspx) has revealed that the design of its home page is virtually attractive using vivid colors of maroon, fuschia, and orange highlighted beneath a gray background, with the words “High Performance. Delivered.” as its focal point (Accenture). The website provided minimal window option prompts ranging from About Accenture, Newsroom, Latest Thinking, Career, and Contact Us. If one were to navigate across these options, the corporate information revealed from About Accenture would provide the viewer with all crucial information about the company such as company overview, executive leadership, our people, corporate citizenship and governance, to name a few. The site likewise offers options to view Consulting, Technology, Outsourcing and Industries which are all immediately easily accessible. As indicated, “the company generated net revenues of US$25.5 billion for the fiscal year ended Aug. 31, 2011” (Accenture: About Accenture par. 1) which was a commendable feat. Works Cited Accenture. Accenture. 2012. Web. 13 March 2012 . eluta.ca. Accenture. 2012. Web. 13 March 2012 . Read More