McDonald's Basket Centre Branch - Riyadh Case Study PDF

McDonald’s Basket Centre branch – RIYADH – CASE STUDY The McDonald’s at the Basket Centre in Riyadh was the 1 st restaurant opened in Riyadh and was one of the finest store in terms of business. This was located in the center of all big business houses and schools and has never fallen short of custo...

McDonald’s Basket Centre branch – RIYADH – CASE STUDY The McDonald’s at the Basket Centre in Riyadh was the 1 st restaurant opened in Riyadh and was one of the finest store in terms of business. This was located in the center of all big business houses and schools and has never fallen short of customers. Jane was the RL of the restaurant and she was a very popular leader, her OC and OM too were good and people in the restaurant loved their job and this was very evident from the flow of customers coming daily, the increase in sales and most of the customers there were children. However in 2016, Jane decided to resign and move to Australia to do her further studies, so there was a change in the overall management. Habib was the new Manager and there were also new OC & OM. The employees were still the old ones and no one changed. 2 months after Habib joined the store there was an increase in the following items causing the RUV results to have more of OS feedback below 40%. 1. DT – one of the best DT in the whole of Riyadh McDonald’s was not doing well with their DT. The car pull forward per day was more than 25% of their GC resulting in a lot of customer complaints and dissatisfaction 2. Customers were complaining about the overall QSC standards falling down as every area of the restaurant was found dirty and not up to the standards 3. The attrition rate of employees resigning was high and people were found not happy when welcoming customers 4. The new OC and OM were not very co-operative with the employees and often were found shouting in the production area and giving them feedback on non-performance and overall productivity 5. The training PC was not working for almost 3 months and there was no action taken place as the current RL was not found to be co-operative and he was not interested in the peoples development 6. The restaurant has 7 GEL/LSM, however, the birthday party was only 6 the previous month. One LSM is making loot bags in the crew room for more than an hour, while 2 LSM/GEL was on the floor and seems unhappy while serving to the guests. Managers don’t give them feedback as they work in the crew stations. 7. Managers and crew are hesitant to approach the Restaurant Leader because she always answered rudely and is always busy doing something in the computer at the manager’s office. 8. OEPE is running 305 seconds. 5 headsets are available however, 1 was not working properly & has been coordinated to IT. When the Restaurant Manager was asked, she said that it has been communicated but there is no response for a month or so. 9. 1 platen grill is not functioning and it is 11 am with one grill was functioning. The service provider was still in the restaurant currently fixing the grill. The opening manager was not aware & no turn over from the previous manager about it. 10. Most of the time manager is in the phone calling other restaurants to borrow products. It seems that there were items were not included in the ordering & there was no turnover from the previous Manager. No checklist are used by any Manager in the restaurant. 11. Crew & crew trainers is not aware of the new learning platform (Fred and Campus) when they were asked, the answer is nobody taught them how to use it & how does it worked. And there’s no chance they can do the training to us because we are always busy here, the crew added. We learned by ourselves. 12. Training plan has not be done every month and when asked they said it was not necessary to do this by the Training System Manager (TSM).  McDonald’s Basket Centre branch – RIYADH – CASE STUDY OTHER INFORMATION: SALES & GC COMPARABLE 5% 5% 4% 4% 4% 2% 3% 1% 2021 2022 2021 2022 2021 2022 -2% JAN FEB MARCH -3% -5% -6% SALES COMP GC COMP RGRV RESULT: QUALITY SERVICE CLEANLINESS SHIFT PEOPLE HEALTH WELLNESS MCCAFE FOOD LEADERSHIP PRACTICES & SAFETY SAFETY 80% 80% 80% 80% 80% 83% 89% 80% 90% GPS RESULT  McDonald’s Basket Centre branch – RIYADH – CASE STUDY QCR REPORT FEBRUARY 2022 DESCRIPTION AMOUNT % PRODUCT SALES 472,187 100% BASE FOOD COST 143,173 30.3% WASTE RAW PRO. 710.2% WASTE FINISHED PRO. 34 0 EMPLOYEE MEAL 2,933.6% MANAGER MEAL 784.2% CONDIMENTS 9,918 2.1% STAT. LOSS 3,086.7% TOTAL FOOD COST 161,015.77 34.10%  After several support visits by the OC & OM to the restaurant there were slight changes & improvements as follows: - Crew turnover reduced to 30% - OEPE 300seconds - Birthday party was improved by 50% - R2P of 100 seconds - Equipment has been fixed now - IT team have provided headset & all were properly working - Employees have raised a complaint to the PAL saying that training is being prioritized only to a certain nationality.  McDonald’s Basket Centre branch – RIYADH – CASE STUDY 1. How can we fix this restaurant? 2. What are the steps needed to perform like before? 3. Identify the problems 4. Identify the root cause 5. Plot it in the fishbone diagram and tell us the problem in each area of the fishbone above. Present this in a flip chart as a group.