McDonald's Case Study - Riyadh Branch
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Questions and Answers

What issue is reported with the headsets available?

  • Five headsets are currently being repaired.
  • One headset is not working and has been reported. (correct)
  • All headsets are functioning properly.
  • Two headsets are out of order.

What is the status of the platen grill at 11 am?

  • Both grills are functioning.
  • All grills need immediate repairs.
  • One grill is operating while another is being fixed. (correct)
  • One grill is repaired and the other is being used.

How did the crew and crew trainers learn to use the new learning platform?

  • They received formal training from the managers.
  • They were given a manual to follow.
  • They learned it on their own due to lack of guidance. (correct)
  • They attended online webinars on the subject.

What is the view of the Training System Manager (TSM) on having a training plan every month?

<p>Monthly training plans are deemed unnecessary. (A)</p> Signup and view all the answers

What challenge is the restaurant manager facing regarding inventory?

<p>They frequently borrow products from other restaurants. (D)</p> Signup and view all the answers

What was one of the main reasons for customer complaints after Habib took over as manager?

<p>Decline in overall QSC standards (D)</p> Signup and view all the answers

What leadership style did Jane exhibit that contributed to a positive work environment?

<p>Cooperative leadership (D)</p> Signup and view all the answers

What significant issue arose with the training PC after Habib's management began?

<p>It was not working for almost three months (B)</p> Signup and view all the answers

How did the new OC and OM impact employee morale?

<p>They were found to be uncooperative and shouted at employees (B)</p> Signup and view all the answers

What change occurred in the restaurant's attrition rate after the management change?

<p>It increased with unhappy employees (B)</p> Signup and view all the answers

What was a noticeable issue with the birthday parties in the restaurant?

<p>Only six parties held compared to seven the previous month (B)</p> Signup and view all the answers

How did the employees perceive the new Restaurant Leader?

<p>Rude, busy, and unapproachable (C)</p> Signup and view all the answers

What percentage of customer dissatisfaction was caused by the car pull forward in drive-thru?

<p>25% of their daily customers (B)</p> Signup and view all the answers

What was the percentage of product sales in February 2022?

<p>472,187 (C)</p> Signup and view all the answers

What percentage of the sales in February 2022 was attributed to base food cost?

<p>30.3% (A)</p> Signup and view all the answers

What was the cleanliness rating in the RGRV RESULT?

<p>80% (B)</p> Signup and view all the answers

Which of the following factors had the highest rating in the RGRV RESULT?

<p>FOOD SAFETY (A)</p> Signup and view all the answers

What was the waste percentage for finished product?

<p>0% (B)</p> Signup and view all the answers

What was the overall trend in sales percentage from January to March 2022?

<p>Continual decrease (D)</p> Signup and view all the answers

Which month had the lowest sales percentage in the provided data?

<p>March (C)</p> Signup and view all the answers

What was the employee meal cost percentage in February 2022?

<p>3.5% (B)</p> Signup and view all the answers

Flashcards

QSC Standards

A metric for evaluating a restaurant's performance based on customer satisfaction with aspects like food Quality, Service, and Cleanliness.

Attrition Rate

The rate at which employees leave a company. In this case, it refers to the number of employees leaving McDonald's Basket Centre.

Restaurant Leader (RL)

A manager responsible for overseeing the overall operations of a restaurant, including staff, customer service, and financial performance.

Restaurant Unit Visit (RUV)

A performance review that evaluates a restaurant's progress and identifies areas for improvement.

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Production Area

A specific area in a restaurant where a particular process is performed. For example, the production area is where food is prepared.

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Drive-Thru (DT)

The area in a restaurant dedicated to serving customers who drive through for food.

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Crew

A team of people responsible for maintaining specific roles in a fast-food restaurant, like taking orders, preparing food, and cleaning.

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Loot Bags

Short for 'Loot Bags', a common feature at birthday parties often customized with specific themes or characters.

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OEPE System

A communication system used to connect head office with the restaurant, allowing for real-time updates and troubleshooting.

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Turnover

The process of transferring information, tasks, or responsibilities from one person to another, especially at the end of a shift.

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Manager Checklist

A structured plan that outlines key procedures and tasks to be completed by managers during a shift.

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Learning Platform (Fred and Campus)

A platform designed for employee training and development, offering resources and modules to enhance skills.

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Monthly Training Plan Review

A regular assessment and update of training plans to ensure effectiveness and alignment with company goals.

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Sales Comp

A metric used to analyze the change in sales over a period of time, comparing current sales to the sales from the same period in the previous year.

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GC Comp

A metric for measuring the change in Guest Count (number of customers) over a period of time, comparing it to the same period in the previous year.

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RGRV

A metric that measures the overall quality of a restaurant based on various factors like food, service, cleanliness, and customer experience.

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Food RGRV

A numerical value that reflects the percentage of positive feedback from customers about the food at the restaurant.

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Product Sales

A measure of the restaurant's financial performance, showing the amount of income generated from selling food and other products.

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Base Food Cost

A metric that represents the cost of raw ingredients used to prepare food items at the restaurant.

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Condiments Cost

A metric used to track the amount of money spent on condiments like ketchup, mustard, and sauces.

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Profitability

A measure of the financial performance of a restaurant, indicating the difference between the total revenue and total costs incurred over a period of time.

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Study Notes

McDonald's Basket Centre - Riyadh Case Study

  • The Riyadh McDonald's Basket Centre branch was one of the best stores in Riyadh, known for high customer traffic, particularly children.
  • In 2016, the Regional Leader (RL), Jane, left for Australia to pursue further studies.
  • Habib became the new manager, and new Operations and Customer (OC & OM) staff joined store. Existing staff remained.
  • Two months after Habib's arrival, several factors led to a decrease in the store's RUV results (Restaurant Value Unit results), with below 40% feedback on operating standards.

Issues Identified

  • Customer complaints: Car pull-forward (customers leaving to go elsewhere due to issues) exceeded 25% and resulted in complaints about quality standards. Customers reported unsanitary conditions.
  • Employee attrition: A significant number of employees resigned.
  • Negative employee interactions: New OC & OM staff were reportedly uncooperative, shouting at employees and criticizing poor performance
  • Training issues and equipment problems: Training equipment was non-functional for three months. Poor employee support and communication were noted.
  • Other issues: Only six birthday party bags were prepared for 7 GEL/LSMs. Some team members were unhappy with their work conditions. Management staff were frequently on the phone to other restaurants to borrow products. No checklist was used by managers, and crew were not familiar with newly introduced training platforms. No monthly training plan was executed. A restaurant grill malfunctioned, and additional problems were unresolved.

Performance Metrics

  • Sales & Comparable Metrics (GC): Sales data for (2021 to 2022) showed fluctuating sales and comparable (GC) growth, with periods of substantial increases and some declines. Data provided for overall quality, service, cleanliness, shift leadership, people practices, health, wellness, and food safety.
  • GPS Result: Data on the favorability, neutral, and unfavorable aspects from a customer perspective about the franchise. Positive and negative data was available on the people promise survey and the data collected.
  • QCR Report (February 2022): Detailed report on product sales, food cost, waste, employee meals, management meals, condiments, and operating losses were broken down into percentages.

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McDonald's Basket Centre Branch - Riyadh Case Study PDF

Description

This quiz explores the challenges faced by the McDonald's Basket Centre in Riyadh following management changes. Topics include customer complaints, employee attrition, and operational standards impacting the restaurant's performance. Analyze the factors contributing to the decline in the store's RUV results.

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