This document discusses operations management at McDonald's restaurants in India. It analyzes (a) food and beverage quality operations, (b) customer service operations, (c) home delivery operations, (d) housekeeping operations, and (e) areas for improvement. McDonald's ensures quality through various checks on suppliers and strict food safety protocols. Customer service focuses on providing fast, friendly service. Home delivery has standardized processes to ensure timely orders. Housekeeping is managed through daily checklists completed by employees. Suggested improvements include reducing wait times and increasing dustbin cleaning frequency on busy days.

1. Assignment
MB0028 Production and Operations Management
PROJECT 3
Operations Management in a Hospitality Sector
To study the operations carried out in the hospitality sector like a restaurant with special
emphasis on the following:-
a) The operations carried out by the restaurant to ensure good quality food and
beverages.
b) The service operations to serve the customers inside the restaurant.
c) Service operations to ensure timely home delivery.
d) Housekeeping operations inside the restaurant.
e) Analyze the shortcomings in the above operations and suggest improvements.
To find out these operations we decided to visit Mc Donald’s, where we learn following
things:
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2. Company overview
McDonald's in India is a locally owned and managed company run by Indians, employing
local staff, acquire from local suppliers to serve its customers. McDonald's India opened its
first family restaurant at Basant Lok in Oct, 1996. Today it has 132 Restaurants across India. This
energetic decade has seen McDonald's evolve Indian menus, Indian sensitivities and yet
remain as globally innovative as ever. This journey has seen McDonald's develop a rich brand
identity amongst its customers and employees as well as partners alike.
At McDonald’s India they have had a single mantra: providing 100% total customer
satisfaction and the formula for achieving this goal in their restaurant operation is the long-
standing commitment to the McDonald’s Promise.
a) The operations carried out by the restaurant to ensure good quality
food and beverages.
Food Quality
• Mc Donald’s serves 100% fresh food to their customer; in India they serve
100% Veg food because they understand the culture of India.
• Mc Donald’s food comes only from certified suppliers who are audited and
inspected on a regular basis.
• Many of the foods Mc Donald serves are from the same trusted brands
consumers purchase at the grocery store to enjoy at home like Nestle, Heinz,
Minute Maid and many others.
• All suppliers stick to Indian Government regulations on food, health and
hygiene.
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3. Special Vegetarian
(eggless) sauce from MNS
Bector Speciality Foods,
Batter & Breading
Punjab
from Cremica EBI,
Ludhiana, punjab
Buns from Shah
Bector & Sons,
khopoli,
Maharashtra
&Cremica
Industries, Noida
Freash Iceberg
Lettuce from
Vegetable Patty (made Trikaya Agriculture,
from fresh peas, carrots, Tamil Nadu and
potatoes and rice) from Meena Agritech,
vista processed Foods Delhi
Pvt. Ltd., Maharashtra. Cheddar Cheese from
Dynamix Dairy,
Baramati, Maharashtra
Food Safety
• More than 2000 safety, quality and inspection checks surround Mc Donald’s
food as it moves from the farms to our restaurants.
• Mc Donald’s works closely with independent experts on science, health and
food to help McDonald’s develop the most stringent safety protocols
• McDonald's Quality Inspection Program (QIP) carries out quality checks at over
20 different points in the Cold Chain system.
• Hazard Analysis Critical Control Point (HACCP) is a systematic approach to
food safety that highlights prevention within their supplier’s facility and
restaurants. The HACCP verification is done at least twice in a year and
certified.
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4. • Chicken: A typical McDonald’s chicken supplier conducts nearly 2,000 safety
and quality checks everyday.
• Potatoes: 95 separate quality and safety checks each day by our potato
suppliers.
b) The service operations to serve the customers inside the restaurant.
The McDonald's service mantra
QSC&V
When asked to explain McDonald's success, executive told us that, "We take the burger
business more seriously than anyone else."
From the day Mc Donald’s was opened, they guarantee to give their customers high
quality products, served quickly and with a smile, in a clean and enjoyable environment,
and all at a fair price. Quality, Service, Cleanliness and Value (QSC&V) became
the philosophy that drove McDonald's business.
McDonald's Quality Management holds the culture of quality through such principles as
being customer treated, managing with facts, valuing people, and continually improving
every aspect of their business.
Service that is fast and friendly is always has been a foundation for success at
McDonald's.
Cleanliness for them means having the cleanest and freshest facilities from the kitchen
to the rest rooms.
Value at McDonald's means the total experience great food, friendly folks, a clean
environment, quick and accurate service and fun.
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5. At Mc Donald’s they provide self service. They are enough intelligent and to know the culture
of India. McDonald's India has developed a special menu with vegetarian selections to suit
Indian tastes and preferences. McDonald's does not offer any beef or pork items in India.
Only the freshest chicken, fish and vegetable products find their way into our Indian
restaurants. In addition, they've re-formulated some of their products using spices favored by
Indians. They also created egg-less sandwich sauces for their vegetarian customers, offering a
larger variety to their vegetarian consumers.
They understand the standard of living in India, create employment and participated in local
communities (like: pulse polio, girl-child, Mc Donald’s spot light, etc.) so that they can be the
part of India and every one adapts them.
c) Service operations to ensure timely home delivery.
They have fixed steps for quick service and timely home delivery. They only follow these
steps in correct manner. They take approx. 3 minutes to make one normal burger. This is
possible because, they do every thing in a systematic way. For home delivery they have
preplanned timings of different operations.
Phone Operator – takes order and places order further. He/She also notes the area and
address of the customer, so he/she can give the job to that delivery boy
which is familiar with that area for quick service
Time taken (Approx 4 Min.)
Executives, who are involved in making food – makes the food, packs it and staple
the address slip and bill with the packet.
Time taken (Approx 4 Min.)
Delivery boy – delivers the order to its end point with smile
Time taken (According to the distance)
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6. In this process we like that they keep the records of their previous customers and the
delivery boy’s name who has last visited to that address which helps them to deliver order at
time and fresh.
d) Housekeeping operations inside restaurant.
In Mc Donald’s the house keeping operations are taken by all their employees in different
shifts by doing this they make every employee equal. They have not outsourced any service
provider for their housekeeping. By this they reduce their revenues also. They have made a
check list for housekeeping and perform operations according to that list.
The following are the some attributes on which they regularly check their place.
Area Cleanliness:
Smell/Odour:
Running Water:
Hand wash/Soap:
Hand dryer/towels:
Toilet paper:
State of the floor:
State of the toilet:
Toilet checklist:
They have special exterior & Interior Property Maintenance Checklist. The sample design of
that check list is given below:
Trash, refuse, debris, rubbish, litter deposited or stored on property.
Exterior storage or use of interior furniture, appliances or other equipment.
Storage of garbage in approved containers with tight fitting lids. Stored at side or rear of
structure.
Chimneys, cooling towers, and smoke stacks cleaned and painted where required.
Stairs, ramps, porches/decks, and other walking surfaces cleaned.
Kitchen area cleaned.
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7. All the equipments used for cooking checked.
Gas or oil equipments checked.
Emergency escape windows checked.
f) Analyze the shortcomings in the above operations and suggest
improvements.
1. They should remove self service because it will give more time to customers to enjoy.
2. Sometime customer has to wait for his order so Mc Donald’s has to do some thing to
improve that. They can make more advance strategies for making the burgers
3. They should clean dustbins thrice a day because on occasions there are more
customers than from a usual day.
McDonald's might one day serve on the moon
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