It was Sunday November 30, 2008 around 3:30pm. I went to the MacDonald’s restaurant in my town, Center Moriches to place a special order for my Management class extra-credit assignment. Since the order which I was about to give was special and different, I was little bit afraid of placing it.
First, I went inside. As soon as I step near to the counter, the employee standing there greeted and asked me, “How can I help you?” I replied to her, “I want a hamburger with exactly four pickles in it and a small French fries with no salt on it”. I also told her that I want a receipt which exactly shows, what I have ordered. As soon as I said it, she looked at me for three seconds and smiled at me. I guess she did not know how to print a receipt for this type of order. Then, she started punching numbers in the computer. She did not figure out how to punch four pickles in the computer, therefore she asked for help of another employee who was standing next to her. He told her how to put it on the receipt. I then paid my bill and got the receipt which shows exactly, what I had ordered.
Subsequently, she sends my order in the back (Kitchen) and told me that it will take a while because is not regular order. While I was standing there, I saw two people are making my order in the kitchen. These two people asked the counter employee again, “Four pickles, you want?” Employee in the front replied, “Yes, four exactly, no more than this.”
Meanwhile, she was also making frying French fries for me. While she put French fries in oil to cook; she went in the back to check if people in the back are doing right with hamburger. The moment, she went in the back, someone touched the fries which she was
frying for me and about to put the salt on it. She speak loudly to the other employee, “No, no, no, no salt on it.” Then she put those fries in bag and gives me my order. The whole order took about 10 minutes to prepare. It takes five employees to complete it. Two cashiers, two people in kitchen, and one employee who touched fries. I checked my food; it was precisely what I wanted. And I gave it to my friend who was with me, since I don’t eat hamburger.
I would like to say about management process that it took little bit long since the cashier does not know how to put four pickle in the receipt. The number of people who did this was also too many. If at least one or two employees in Macdonald were little bit more trained, for special order like the one I have ordered, only one person could have done it. On the other hand, when it comes to communication, everyone was so nice there. Not even one of them raised there eyebrows that I am giving this type of order. They all are doing it happily.
If I would have to go to McDonald’s to improve there efficiency, I will tell them to start a new program to train at least one or two people in every MacDonald who can work fast and efficiently with special order. Also, they need to be little bit more organize; so that things get done quickly. At the end, I want to say that I like this extra-credit assignment; it was fun to watch all these employees preparing it.
First, I went inside. As soon as I step near to the counter, the employee standing there greeted and asked me, “How can I help you?” I replied to her, “I want a hamburger with exactly four pickles in it and a small French fries with no salt on it”. I also told her that I want a receipt which exactly shows, what I have ordered. As soon as I said it, she looked at me for three seconds and smiled at me. I guess she did not know how to print a receipt for this type of order. Then, she started punching numbers in the computer. She did not figure out how to punch four pickles in the computer, therefore she asked for help of another employee who was standing next to her. He told her how to put it on the receipt. I then paid my bill and got the receipt which shows exactly, what I had ordered.
Subsequently, she sends my order in the back (Kitchen) and told me that it will take a while because is not regular order. While I was standing there, I saw two people are making my order in the kitchen. These two people asked the counter employee again, “Four pickles, you want?” Employee in the front replied, “Yes, four exactly, no more than this.”
Meanwhile, she was also making frying French fries for me. While she put French fries in oil to cook; she went in the back to check if people in the back are doing right with hamburger. The moment, she went in the back, someone touched the fries which she was
frying for me and about to put the salt on it. She speak loudly to the other employee, “No, no, no, no salt on it.” Then she put those fries in bag and gives me my order. The whole order took about 10 minutes to prepare. It takes five employees to complete it. Two cashiers, two people in kitchen, and one employee who touched fries. I checked my food; it was precisely what I wanted. And I gave it to my friend who was with me, since I don’t eat hamburger.
I would like to say about management process that it took little bit long since the cashier does not know how to put four pickle in the receipt. The number of people who did this was also too many. If at least one or two employees in Macdonald were little bit more trained, for special order like the one I have ordered, only one person could have done it. On the other hand, when it comes to communication, everyone was so nice there. Not even one of them raised there eyebrows that I am giving this type of order. They all are doing it happily.
If I would have to go to McDonald’s to improve there efficiency, I will tell them to start a new program to train at least one or two people in every MacDonald who can work fast and efficiently with special order. Also, they need to be little bit more organize; so that things get done quickly. At the end, I want to say that I like this extra-credit assignment; it was fun to watch all these employees preparing it.
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