Chapter_04_Process_Analysis

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1、4paulprescott/Shutterstock.comPROCESSANALYSISMcDonald’scontinuallyseekswaystoimproveitsprocessessoastoprovidebetterqualityatalowercost,withmoresustainableresources.Thiseffortcombinedwithinnovativemenuoptionspaysoff.InSeptember,2011itdeliveredits100thconsecutivemonthofpositiveg

2、lobalcomparablesales.Saleswereupby3.9%intheUSand2.7%inEurope.McDonald’sCorporationystemrevenues(company-operatedandfranchisedrestaurants)atSMcDonald’sreachedarecord-high$24billionin2010.Ithasmorethan32,000restaurantsaroundtheworldand62millioncustomersvisitthemeachday.Itemploys

3、1.7millionpeopleacrosstheglobe.ItsstockpriceinOctober2011was$89.94.Thingswerenotsogoodin2002,whencustomercomplaintsweregrowingmorefrequentandbitter.Itsstockpricewasonly$16.08attheendof2002.McDonald’sisnowlisteningtothecustomersagain,andchangingitsprocessestoreflectit.Theboardb

4、roughtonanewCEOwhohadspent20yearsontheoperationalsideofthebusiness.Withazealformea-suringcustomersatisfactionandsharingthedatafreelywithoperators,hepulledoffaturnaroundthatstunnedeveryoneinthebusinesswithitsspeedandscope.Initiativeswerelaunchedtocollectperformancemeasuresandre

5、vampMcDonald’sprocessestomeetcustomerexpectations.McDonald’ssendsmysteryshopperstorestaurantstoconductanonymousreviewsusingahard-numberscoringsystem.Mysterydinersfromoutsidesurveyfirmsjotdownonapaperchecklisttheirgradesforspeedofservice;foodtemperature;presenta-tionandtaste;cl

6、eanlinessofthecounter,tablesandcondimentislands;evenwhetherthecountercrewpersonsmilesatdiners.Trailingsix-monthandyear-to-dateresultsarepostedonaninternalMcDonald’sWebsitesoownerscancom-paretheirscoreswithregionalaverages.Operatorscouldnowpinpointlingeringproblems,andperforman

7、cemeasuresfocusoperators’attentiononneeded119120PART2MANAGINGPROCESSESprocesschanges.CustomersnowareencouragedtoreporttheirexperienceataparticularU.S.restaurantbye-mail,regularmail,ortoll-freetelephonecall.Anotherinitiativewastosend900operationsmissionariesintothefield,eachvis

8、itingstoresmultipletimestofine-tuneprocesseswhilealsoconducti