Case 3 McBurger Inc
Robbie Fitzgerald
BUS3950
Case 3: McBurger Inc.
4/01/14
McBurger Inc. Quality Analysis
INTRODUCTION/PURPOSE:
Mr. McBurger, My name is Robbie Fitzgerald, I was hired as your operations consultant. My job is to improve the overall quality service of McBurger Inc. Based on what I received last week, I was told that you are experiencing an increase in customer complaints. Your biggest complaint is wait time. This is not good, this means customers have to wait for their food when your mission is to provide fast service in a friendly atmosphere. Mr. McBurger, having too many of these complaints can put a tamper on profits and customer loyalty. You want to keep your customers happy or else you will fail and lose your business. Your customers are what drive your business, without them you will suffer. I was told you recently gained a 35% increase in sales and a 40% increase in customer traffic. Do you want to keep this increase going or not? Even though your competition is gone for now, you never know what might enter the market. You must constantly update your menu/food and make your customers happy. Your restaurant was built around the idea of fast, high quality food, and a friendly atmosphere. Based on the information received your restaurant is none of the above. We need to fix certain issues, especially quality control in order to get this restaurant back on track again. Let's get started with a simple SWOT analysis on your restaurant. You will be able to see your strengths, weaknesses, opportunities, and threats.
SWOT ANALYSIS:
Strengths
Fast service
Competitively priced
High quality food
Friendly atmosphere
Weaknesses
Multiple customer complaints
Drive-thru window struggles
Customer service is poor
Opportunities
Increase in restaurant traffic
Increase in sales
Target market new customers
Threats
New competition
Customer tastes/preferences
PROBLEM IDENTIFICATION: Mentioned earlier, the biggest complaint you have is the wait time at the drive-thru window. You
BUS3950
Case 3: McBurger Inc.
4/01/14
McBurger Inc. Quality Analysis
INTRODUCTION/PURPOSE:
Mr. McBurger, My name is Robbie Fitzgerald, I was hired as your operations consultant. My job is to improve the overall quality service of McBurger Inc. Based on what I received last week, I was told that you are experiencing an increase in customer complaints. Your biggest complaint is wait time. This is not good, this means customers have to wait for their food when your mission is to provide fast service in a friendly atmosphere. Mr. McBurger, having too many of these complaints can put a tamper on profits and customer loyalty. You want to keep your customers happy or else you will fail and lose your business. Your customers are what drive your business, without them you will suffer. I was told you recently gained a 35% increase in sales and a 40% increase in customer traffic. Do you want to keep this increase going or not? Even though your competition is gone for now, you never know what might enter the market. You must constantly update your menu/food and make your customers happy. Your restaurant was built around the idea of fast, high quality food, and a friendly atmosphere. Based on the information received your restaurant is none of the above. We need to fix certain issues, especially quality control in order to get this restaurant back on track again. Let's get started with a simple SWOT analysis on your restaurant. You will be able to see your strengths, weaknesses, opportunities, and threats.
SWOT ANALYSIS:
Strengths
Fast service
Competitively priced
High quality food
Friendly atmosphere
Weaknesses
Multiple customer complaints
Drive-thru window struggles
Customer service is poor
Opportunities
Increase in restaurant traffic
Increase in sales
Target market new customers
Threats
New competition
Customer tastes/preferences
PROBLEM IDENTIFICATION: Mentioned earlier, the biggest complaint you have is the wait time at the drive-thru window. You