Professional Documents
Culture Documents
An alys is
Jeovani Zamarripa, Alicia Wylie,
y
Jason Flores, Conor Mullarkey
Employees:
McDonaldss employees globally
Approximately 400,000 McDonald
1.6 million people globally are employed through
McDonalds restaurants and their franchises
Restaurants:
32,000 world-wide, 118 countries
20 0 9 Revenue &
U.S. Stocks
k
(US only)
NYSE: MCD
Current Price: $64.74
Change:
g $0.26 +
(As of 2/16/2010)
Leadership
James Skinner
Vice Chairman, CEO
Left to Right: Jose Armario, Group President Canada & Latin America; Janice Fulds, US Chief Operations
Officer; James Skinner, Vice Chairman and CEO; Donald Thompson, President U.S.A; Jeffrey Stratton,
Chief Restaurant Officer; Mary Dillion, Global Chief Marketing Officer; Timothy Fenton, President
Asia/Pacific Middle East & Africa; Peter Bensen, Chief Financial Officer; Dennis Henequen. President
Europe; (at table) Gloria Santona, General Counsel & Corporate Secretary; Richard Floersch, Chief Human
Resource Officer.
Culture
Forging new opportunities
Innovation from within
p
big
g thinking
g
Empowered
Social responsibility
Community Focus
Responsible Purchasing
g Our Environment
Protecting
Diversity
Employee Force
PROCESS
Employees
Cook
Customers
foods
Restaurants
meals to the
customers order
Food
Prep/Assembly
Line
Frozen foods (patties, fries,
chicken nuggets, etc.)
Produce
Containers
Company
image
and package
Assemble
OUTPUT
Satisfied
customers
Customers
Customers
favorite
place and way to eat
Provide
a relaxed and
fun environment to eat
Operational Strategic
Perform
f
ance Dim
i ensions
i
COST
QUALITY
SPEED
FLEXIBILITY
COST
Make it cheap:
Economies of scale
Allows McDs
McD s to pass the value to consumers
McValue Dollar Menu
Party Pack
Cost controls
l
QUALITY
Make it consistent:
Universal taste
Core offerings globally
Order Qualifier: Make it good:
Taste appeal to its target market
Healthy options
SPEED
Make it fast:
90 second service goal
Order Qualifier: Make it dependable:
Menu items available daily
Hot & Fresh
Order Qualifier: New Product Development:
Regional
R i
l menu items
it
Healthy menu options
FLEXIBILITY
Order Qualifier: Product design:
S/M/L/Super size
Gender based kids meals
Happy meals vs. Mighty kids meals
P
Promotional
l packaging
k
MDs
MD
s Value Chain Analysis
FIRM
INFRASTRUCTURE
HUMAN
RESOURCES
TECHNOLOGY
PROCUREMENT
INBOUND
LOGISTICS
OPERATIONS
OUTBOUND
LOGISTICS
MARKETING
& SERVICES
SERVICE
Firm Infrastructure
Strengths:
Brand recognition
#1 in retail fast food industry
Leadership
Financial Strength
Company image
Intellectual property
Franchising
Weaknesses:
Lawsuits
Company image
Culture insensitivities
Company image
Culture insensitivities
HUMAN
RESOURCES
TECHNOLOGY
PROCUREMENT
STRENGTH
WEAKNESS
INBOUND
LOGISTICS
OUTBOUND
OPERATIONS LOGISTICS
MARKETING
& SERVICES
SERVICE
Inbound Logistics
Strengths:
Economies of scale
Pass value to customer (i.e. $1 menu)
Just-in-time
t eo
order
de & de
delivery
ve y
Just
Sustainable packaging
Renewable resources
Packaging
P k i composition
i i (82% renewable
bl resources))
Oil recycling (diesel oil)
Supply
y chain control
Quality control
Freight truck inspections
Random audits
Weaknesses:
Media backlash
Company image
Culture insensitivities
HUMAN
RESOURCES
TECHNOLOGY
PROCUREMENT
STRENGTH
Just-in-time order
& delivery
Economies of
scale
l
Sustainable
packaging
Renewable
resources
Supply chain
control
Quality control
Media/PR
WEAKNESS
INBOUND
LOGISTICS
OUTBOUND
OPERATIONS LOGISTICS
MARKETING
& SERVICES
SERVICE
Operations
Strengths:
On-line
O li & on-site
it ki
kiosk
k jjob
b application
li ti
systems
2nd largest employer in the U.S.
Reinforced information systems
Wireless headsets
Wi-Fi offered in all locations
R&D in target consumer demands and
trends
Corporate guidelines imposed on
franchisees
Franchisees must purchase supplies from
McDs
Operations
Weaknesses:
High
Hi h turn-over
t
(more
(
then
th 100%)
90 second drive-thru rule (unsuccessful)
Impersonal drive-thru greeters
(telemarketer like, person is not in store)
Company image
Culture insensitivities
Job appliation
systems
HUMAN
RESOURCES
TECHNOLOGY
PROCUREMENT
STRENGTH
WEAKNESS
Just-in-time
Just
in time order
& delivery
Reinforced IT systems
Wireless headsets
Wi-Fi
Drive-thru voice
Economies of
scale
Sustainable
packaging
Renewable
resources
Supply chain
control
Franchsor purchase
agreement
R&D based on
consumer demands
Corp guidelines for
Franchisees
90 second drive-thru
rule
Quality control
Media/PR
INBOUND
LOGISTICS
OPERATIONS OUTBOUND
LOGISTICS
MARKETING
& SERVICES
SERVICE
Outbound Logistics
Distributor agreements
g
Quality control
Freight truck inspections
random audits
Refrigerated trucks
Reinforced
e o ced Information
o at o Systems
Syste s
Cashier
Assembly Line
Order fulfillment
Company image
Culture insensitivities
Job appliation
systems
HUMAN
RESOURCES
TECHNOLOGY
PROCUREMENT
STRENGTH
Just-in-time
Just
in time order
& delivery
Reinforced IT systems
Wireless headsets
Wi-Fi
Drive-thru voice
Economies of
scale
Sustainable
packaging
Renewable
resources
Supply chain
control
Franchsor purchase
agreement
R&D based on
consumer demands
Refridgerated trucks
Reinforced IT
Just-in-time order &
delivery
Distributor agreements
QC
Packaging
Quality control
Media/PR
WEAKNESS
INBOUND
LOGISTICS
OPERATIONS OUTBOUND
LOGISTICS
MARKETING
& SALES
SERVICE
(contd)
(cont
d)
(contd)
(cont
d)
Weakness:
Supersize Me movie
Media/PR
Adaptation to global culture and customs
Product failures
FIRM
INFRASTRUCTURE
Company image
Culture insensitivities
Job appliation
y
systems
HUMAN
RESOURCES
TECHNOLOGY
PROCUREMENT
Just-in-time order
& delivery
Economies
E
i
of
f
scale
Sustainable
packaging
Renewable
resources
Supply chain
control
Reinforced IT systems
Wireless headsets
Wi-Fi
Drive-thru voice
Franchsor purchase
agreement
Refridgerated trucks
Reinforced IT
Just-in-time order &
delivery
Distributor agreements
QC
Packaging
Quality control
Media/PR
R&D based
b d on
consumer demands
STRENGTH
WEAKNESS
Consumer Research
McValue Dollar Menu
Party Packs
Cartoon Affiliations
Coke
Olympic Sponsor
Upscale MD's
Going Green
MC f
McCafe
Wi-Fi
MD's Play Place
Ronald McDonald
"Supersize Me"
Media/PR
Global expansion issues
Product failures
INBOUND
LOGISTICS
OPERATIONS OUTBOUND
LOGISTICS
MARKETING
& SALES
SERVICE
Service
Strengths:
Fast food service
y
Order accuracy
Clean environment
y customer service
Friendly
Weaknesses:
Lack of customer service
Employee apathy
Dissatisfied customers
FIRM
INFRASTRUCTURE
Company image
Culture insensitivities
Job appliation
y
systems
HUMAN
RESOURCES
TECHNOLOGY
PROCUREMENT
Just-in-time order
& delivery
Economies
E
i
of
f
scale
Sustainable
packaging
Renewable
resources
Supply chain
control
Reinforced IT systems
Wireless headsets
Wi-Fi
Drive-thru voice
Franchsor purchase
agreement
Refridgerated trucks
Reinforced IT
Just-in-time order &
delivery
Distributor agreements
QC
Packaging
Quality control
Media/PR
R&D based on
consumer demands
STRENGTH
Consumer Research
McValue Dollar Menu
Party Packs
Cartoon Affiliations
Coke
Olympic Sponsor
Upscale MD's
Going Green
MC f
McCafe
Wi-Fi
MD's Play Place
Ronald McDonald
"Supersize Me"
Media/PR
Global expansion issues
WEAKNESS
Product failures
INBOUND
LOGISTICS
OUTBOUND
OPERATIONS LOGISTICS
MARKETING
& SALES
SERVICE
Fun Facts
Facts
p
9 m illion ppounds fries served
Aprox..
daily
380 sesam e seeds on a sesam e bun
Approx. 82% of consum er packaging is
m ade from renewable m aterials
Convert
C
t oil
il iinto
t bi
biodiesel
di l ffuell
Logo differs between green locations
and traditional locations (green
background vs. red color)
Beer served in Germ any McDonalds