Customer service Essay Example | Topics and Well Written Essays - 2000 words

Customer service - Essay Example It has become a need for most and strives to satisfy their taste buds and continues to grow (Cantalupo, 2004). Each country has its own Country Manager and General Manager that look after the proceedings of the network existing in that country. Furthermore management is diversified in each city and each outlet to make the responsibilities defined yet all the outlets are connected in a chain and part of a supply chain that ensures safe and healthy food for the valued customers. Its various departments work efficiently and coherently with each other to achieve good quality and excellent service. Time management is the major factor in running such a vast chain of quick service restaurants. For this the supply chain management module is the key to everything. Suppliers need to be trusted and responsible identities as the supply of raw material should be smooth and timely. They have to keep backup of stock so that there is no possibility of shortage or unavailability of order (Lessnau, 20 04). For this they need to keep a constant track of each and every supply of raw materials and require coordination among all departments. During our interview at McDonalds I was told that they forecast three months while managing their supply chain. For instance, now in the month of April, they were forecasting the supply until July and keeping all factors in mind to ensure that there is no shortage or other issues. This requires a coherent hierarchy of authorities and coordination among departments thus giving rise to proper and smooth vertical as well as horizontal communication (Phillips, 2004). The service process at McDonalds is based on Physical or service product bundle theory. They are a restaurant that has its USP not just in the product they are providing but also the service that accompanies with it. Another major aspect of the design process of McDonalds is their face to face interaction with their customers. All of their sales take place after interaction with a McDona lds rep and this is why they play such an integral role in the whole design process. Whether it is the restaurant counter, drive through or hotline for delivery, customers make their purchase through the representative (Chase, Jacobs & Aquilano, 2004). With so many channels of sale in place, it is imperative to have a service process that is flawless. With millions of customers rolling in everyday all around the world and tones of food being sold, any glitch in the design process could prove fatal. In this report, we will be studying the current service process system in place at McDonalds and proposing a new and improved one for them. The service design blueprint The process in place in McDonalds is structured on exquisite supply chain management module that makes it the success it is today. Following is a blueprint of the ordering process when a customer places an order at McDonalds. The above blue print explains how the restaurant backroom functions when a customer places an orde r. This shows the movements of the ingredients from the time the order is placed till the time the order is finally delivered to the customer. However, one thing missing in this is the process where the raw material or the supply chain is being handled. Following is a separate module that McDonalds have in place for that: As displayed in the process