Management in all business areas and organizational activities are the acts of getting people together to accomplish desired goals and objectives efficiently and effectively. Management comprises planning, organizing, staffing, leading or directing, and controlling an organization (a group of one or more people or entities) or effort for the purpose of accomplishing a goal. Resourcing encompasses the deployment and manipulation of human resources, financial resources, technological resources, and natural resources. (Wikipedia)
When the professor gave out the extra credit assignment for the whole classes, everyone was so exciting because the extra credit can help us to improve our first exam grade. The assignment was asking that we go to any McDonald’s restaurant, and to buy a small hamburger with 5 extra pickles and small fries well done with Big Mac sauce on the side. Finally, printing receipt which reflects this exact special order is shown on the receipt. Also, we could not tell them that is school project. When I begging to order, I need to watch how they process my order step by step.
I choose the McDonald’s that is closest to college place. I went to the one nearby 336 east 23rd ST in Manhattan. I know that this McDonald’s was very busy by every day. Therefore, I went to the McDonald’s afternoon, which is not the rush hour so they might not busy. When I stood in front of the McDonald’s, I had a little bit nervous because don’t know what will happen. I went to the McDonald’s at 3pm, so I need to wait on line. The cashier was very nice, and he asked me “what can I help”. Then I said “I want to order a hamburger with 5 extra pickles, and small fries well done with the Big Mac sauce on them or side”. At this time, one of the girls who waiting for her order and stood next to me said “that is project?” I didn’t said anything just smile with her.
Moreover, I told him I wanted it all the order and extra order on a receipt. At this point, the cashier was looking at me and asked me “you want to add Big Mac sauce on the fries and all the order on the receipt”. I said “yes”. I looked at his face; she didn’t know why I need to order like this, and had confused. He looked back to find her manager, and loud said to the manager “the customer want to add the Big Mac sauce on the fries, and put extra order on receipt”. The manager came over to see my order. He didn’t say anything, but I felt that he was annoying why I need to make him to do the extra work. After that he fixes the cashier machine, and ran around the chicken to look for something. Finally, he found the small container and put some Big Mac sauce on it, then gave to me. After I received my order and my receipt, I open it and check what I want to order. But the receipt had something wrong. On the receipt they didn’t put “add Big Mac sauce” on it. Therefore, I told the guy I want to put the Big Mac sauce on the receipt. But he told me their machine didn’t have button to add on it because he told me there was no charge for the “Big Mac sauce”. So, they could not add on receipt.
On the time, I think that is impossible. Therefore, I told him I want to tell to the manager. When the manager came in front, and I told to her I want to add the “big Mac sauce” on the receipt. Then the manager told me the same thing again. Also, she explains to me, they are grand open; the machine is new and didn’t have the button to add it, but she could write on the receipt. Finally, I had no chosen to let her write on the receipt, and took my order to leave.
The manager of the McDonald’s that I went to would not help me to solve my problem. I think the McDonald’s would handle that different kind of extra special order effectively. The manager might have this problem before because manager needs to face different problem of every day. So, if I am the manager and the customer want to have special order. I will try my best to help the customer to solve the problem, and smile with them because customers are never right. Communications between the employees was not effectively because they only work in their position. They are not helping each other to make succeed term work. As the big restaurant, all the employees should have communication with each other to solve the problem, and make the successful business. I think the McDonald’s should have a good communication with their customers. Also, they need to help the customers to solve all the special order they want. Even thought they can do better and service than before. Therefore, the customers will keep coming back because they have nice service, and happy to spend their money in the business.
Moreover, Quality team leaders need to be fully trained in problem solving and committed to quality improvement. In this situation I think the manager should train their staff to deal with that kind of the problem and issue. And the solution of problem is not just to train the staff to workforce. It is help the staff to learn and realize from the past. So, next time they can handle the problem to help the customers. I think the manager display the true leadership during my visit because she tries to help me solve the problem. And the leadership is a necessary skill to at McDonald’s. As we know the McDonald’s is big restaurant, they should have a good leadership with their worker. The more qualities of leadership they can do, it is to give more space for their staff to handle different kind of the problems, let them design to do it. So, that makes their business can stand top of the world.
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