EXTRA CREDIT ASSIGNMENT

The fast food restaurant industry is not one of my best, due to my weight watcher plan that keeps me away from them. It has been the first time in years that I walk in side a McDonald’s restaurant just with a specific reason of having this project done. The project was as follow: to place an order from the dollar menu of one small hamburger with four pickles on it and one small order of French fries with no salt.

I went to the McDonald’s restaurant in my neighborhood located at 1982 Westchester Avenue & Pugsley Bronx, NY 10462. The restaurant was nice and clean. It did not look, as it was busy but they were like five tables occupied, two register open and like three people waiting in each line. I got on line and I lasted like ten minutes before the cashier could take my order. The cashier’s name was Maria. She was very professional and her uniform was perfectly set. When I place the order she repeated the order for me to make sure that was what I wanted. Then she as a moment and went to the back to speak to the cookers about making my special Hamburger and on her way back to the front she spoke to the person handling the French Fries in regards to do not put any salt to the next French Fries out of the dip fryer. Then after, she came back to the register, charge me and as me to step a side so she could take the next customer. Finally, some girl I guess helping, handle me my order and I walk out of the restaurant heading home.

As I explain, in the exact process four people got involved. It took like ten to fifteen minutes to finish my order. While I was ordering and waiting for my order the service was good and fast. The order was not completed correctly. I got three pickles in my hamburger instead of four pickles as it was stated.

The cashier did everything to manage my special order correctly. She contacted the person in charge of making the hamburger and advised the person taking care of the French fries to do not put any salt till she had taken my fries out. The only person that it did not follow the especial instruction was the person in charge of making the hamburger by missing one pickle. The communication happen, the coordination worked, customer service was there but the manufacturing fail due to time efficiency. I think that if the person in charge of making the hamburger had spend the time and attention to the special instructions they would have done it the right way at the first time. Overall, I will rate this McDonald Restaurant as “need to improve” because they did not give me completely what I especially order and that’s a very big problem.

If I were brought in, as a consultant to McDonald’s to help them improve their efficiency, I would recommend that customer satisfaction is what they should be focusing in as well as managing time efficiency to work in effecting customer satisfaction. This mean to get what the customer wants fast and right at the first time.