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!!!