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Service Operations Management - Research Paper Example

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The paper analyses and evaluates the main forms of customer relations of fast-food enterprise McDonalds. According to research findings of the paper "Service Operations Management," the implementation of observing the customer behavioural preferences of receiving service can render a solid foundation of satisfying customer proactively. …
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Service Operations Management
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Download file to see previous pages My visit to a McDonalds presented a familiarity of most fast-food chains, such as, the vibrant colours and unique furniture design that is welcoming and intriguing (McDonalds.com, 2011). As usual, the crowd of people presented a somewhat noisy environment but still manageable that you could talk to the person you came to the fast-food restaurant. At prior research study, the senior management team at McDonald's Corporation conducted focus groups on learning what customers prefer to receiving excellent service that is indicated by two main elements: clean environment and reduce the noise output of the site. Therefore, the identification of prior expectations is the timing of moving the lines through and a clean environment that allowed a feeling of being comfortable and reliable. The proposed approach provides a sense of willingness to purchase a meal and stay at the restaurant to eat the meal.
During the visit, the noise radar was somewhat high but understandable due to the number of crowds of people in line to present their orders. The noise was not unexpected; rather, the knowledge was already there in the beginning to expect some disturbance. However, the expectation was for the effectiveness of managing the noise level to having a sense of control and manageability. The definition of service relates to the inputs of elements:
The customer lines at the fast-food restaurant were long and at times not so coordinated with children abound but just moving at a pace - that gave the customer a chance to making a wise choice of selection. Therefore, the expectations were of a more defined method of concern of the noise level for any increase of customers or decrease that will render a satisfactory experience to increasing brand identity (Haritz-Menne, 2004). Mainly, the initial expectations were in the management effective staff of employees to learn how to manage the incoming traffic during busy hours. This focus on training of employees to knowing how to operate the high-tech order-taking terminal machine presents a mandatory element of mastery, in which, the issue of long lines can be decreased. ...Download file to see next pagesRead More
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