McDonalds Prashant CRM
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Transcript of McDonalds Prashant CRM
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CRM Practices of McDonalds
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Introduction
McDonald's is the worlds largest chain of Hamburger fast food rest
It was founded in 1940 by Richard & Maurice McDonald in Califor
Its headquarter is at MCD Plaza, Oak Brook, Illinois.
It has over 33000 restaurants in the world.
McDonalds has been a leader for over 15 years in organized food re
Currently it has a network of over 160 restaurants across the country
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Company Overview
McDonalds restaurants are found in 119 countries and serve more than
customers everyday.
It offers both counter and drive through services with indoor and outdo
The services depend on locations as in some countries near highways it
counter service while in city neighbors it offers drive-through service.
McDonalds stores in malls are known as Mc express because of their lim
capacity.
Only 15% of the total stores are owned by McDonalds, rest are as fran
agreements.
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McDonalds Mission
The following are the missions of McDonalds:
Be the best employer for our people in each community around the world.
Deliver operational excellence to our customers in each of our restaurants.
Achieve enduring profitable growth by expanding the brand and leveraging the
McDonalds system through innovation and technology.
Try to fulfill customer demands, automatically our profit will improve.
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Awards & Recognitions
Most admired company 2010-Forbes
5thmost respected company 2011- Barrons
Ranked among 20 best companies for leadership 2010-Business We
Top 100 best corporate citizens 2010- Corporate Responsibility Mag
Member of dow jones sustainability index since 2005
Greenest company in America 2010-Newsweek
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QSC&V Policy
McDonalds has been pursuing the principle of providing its cu
high quality products, serving them quickly with a smile, in a clean
environment at an affordable price.
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Values
Believe in the McDonalds system
Operate business ethically
Give back to communities
Grow business profitably
Strive continually to improve
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McDonalds India
In India McDonalds is a joint venture company managed by two Indians.
McDonalds west & south India are managed by Amit Jatia, M.D. Hardcastle R
Ltd.
McDonalds north & east India are managed by Vikram Bakshis Connaught P
Pvt. Ltd.
McDonalds is pursuing the policy of sourcing all its products from within the
inception here in 1996.
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Fresh lettuce is sourced from Pune, Delhi, Nainital & Ooty
Cheese from Dynamix Dairies, Baramati Maharashtra
Fresh Buns from Mrs. Bector Foods, Phillaur Punjab & Khopoli Maharashtra
Sauce from Mrs. Bector Foods, Phillaur Punjab
Chicken Patties, Veg Patties & Pizza McPuff from Vista Processed Foods, Taloja Ma
Dairy products are sourced from Amrit foods, Ghaziabad
All its suppliers are HACCP certified.
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Operational Principles
McDonalds applies four major principles to its operations which ar
for fast food industry and these are :-
Efficiency
Calculability
Predictability
Control
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CRM Practices
Acknowledge the situation
Be true to your brand
Confirm the exact problem of the customer
Dont delete any negative feedback
Engage in dialogue
Follow your crisis plan
Go! Responses need to be sent as quickly as possible!
Honesty is keyInformation is important to solve any customer complaint
Join the conversation
Keep monitoring even after you resolve a customer complaint
Listen to the customer
Monitoring 24 * 7 for any potential situations
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Never attack the customer or accuse them of lying
On point messaging, always! Never stay form key messages outline in your crisis pl
Plan, plan & plan
Quit panicking- you have a plan in place to follow
Respond quickly
Say you are sorry
The truth will prevail-so be honest
Understand what the customer is sayingVerbalize your companys position on the issue
Work hard to regain your customers trust
Xerox copy responses never work, respond to customers personally
You cant afford to ignore negative sentiment
Zero-in on the brands challenges, and then offer a solution
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Customization
Complaint handling grievance redressal mechanism
Customer care management
Technology based customer care initiatives
Employee behaviour
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Other Customer Service Initiatives
McDonalds India west has started a program that is specially designed for
customers who order through McDelivery number 66000666, the program
features:
On purchase of any food product via McDelivery a customer gets a free offer c
A) along with the order
Offer coupon entitles a customer to get during the program period via McDeliv
burger or a McVeggie Burger absolutely free on his/her next purchase of an EV
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The Road Ahead
More effective & efficient service system
More available choices is the menu
Superior communication standards with the customers
Consideration of customers view points on major issues
More competitive prices
More robust customer feedback system
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Thank You