商务英语综合教程上册课件刘玉玲主编 ISBN9787810789844Unit 13 Quality of Service at McDonalds.ppt

Unit Thirteen Introduction McDonald is regarded as globalized fast food group with special management. It was established in 1955 in the United States. Now there are over 20,000 restaurants in more than 100 countries and regions. Text 1 McDonald’s wins not only on fine food but also on good service. The connotations of its quality service are the comfort and pleasure rendered by the premises and the good performance provided by the new people. 2 While catering environment is often ignored or little attended by many restaurants, McDonald’s management takes pains to study how its outlets can offer to the largest extent comfort and pleasure. The study goes into such details as the height and size of counters, tables, and seats, the color of walls, the decorations on walls and layout of the premises, all of which are of greatest benefit to customers. After the study, the management selects the speed and pushiness. When job performance reviews are made against the Station Operation Checklist every quarter, “merit raises” of wage and McDonald’s honour medals will be granted to those who have staged conscientious performance. The possibility of promotion to crew trainer, crew chief, or floor manager also motivates some workers to work as hard as possible. Of course, there are punishment systems to drive the crew people to exert efforts. For those who do want longer working hours, cutting their hours is a standard way the managers show their displeasure over poor performance or attitude. Those people can not get increased hours until they have worked harder to prove themselves deserving. Such negative means, though effective enough, are rarely applied to workers. 8 Managers also try to install the corporate values in training session. The training begins with videotape. It emphasizes the importance of the crew’s work, telling them that “To customers, you are McDonald’s.” Thus workers take pride in themselves and thei