Operations Management in Action: Mc Donald’s The processes that a firm or organization undergoes to produce or deliver goods and services are collectively called operations (Bicheno & Elliot, 1997). On this note, this paper will look into the nature of operations of Mc Donald’s as a provider of fast food items…
Mc Donald’s is able to maintain its global power in due in great part to its ability to constantly modify and adapt its operations processes to the demands of its customers and of the social environment as well. One particular operations process that is constantly modified by Mc Donald’s to keep pace with increased competition and smarter, more demanding and less brand-loyal customers is the way it makes some of the items on its menu. One particular example was when Mc Donald’s considered switching to a hamburger bun that does not require toasting. Trial tests have shown that customers preferred the taste and texture of the untoasted hamburger bun (Gibson, 1995). More importantly, leaving the buns untoasted would translate into considerable cost savings resulting from reduced preparation time and the elimination of commercial toasting equipment. Considering that Mc Donald’s serves billions of buns for its hamburgers, chicken and fish sandwiches, this modification in one of their operations processes would rake in millions of dollars in savings for Mc Donald’s as well. This illustrates two very important aspects of operations which are customer satisfaction and competitiveness (Meredith & Shafer, 2007). ...
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