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COMPANY BACKGROUND

McDonald's is the world's leading global food service retailer with over 36,000 locations serving approximately 69 million customers in over 100 countries each day. More than 80% of McDonald's restaurants worldwide are owned and operated by independent local business men and women. Overall vision is for McDonald's to become a modern, progressive burger company delivering a contemporary customer experience. Modern is about getting the brand to where we need to be today and progressive is about doing what it takes to be the McDonald's our customers will expect tomorrow. To realize this commitment, they are focused on delivering great tasting, high-quality food to our customers and providing a world-class experience that makes them feel welcome and valued.

Activity | Description | Inbound Logistic | * Raw material, recipe and meal offer provided by HQ (mc Donald). * Order from branch (manager) sends to HQ to refill stock. * HQ will send to every branch (mc Donald). | Operation | * Raw food and recipe provided and specify. * Operate worldwide and have a franchised every region. * Food prepared when the branch open. | Outbound Logistic | * Customer come to branch to enjoy the meal. * Customer searching for the branch (mc Donald). | Marketing & Sales | * Targeting mainly to the single and working person. * Can save time to prepare meal. * Marketing and advertising same with other. General and centralize to the HQ. | Services | * Give services to customer during ordering session. * Information provided widely through marketing, advertising and menu display. * Give faster services and fresh meal to customers. |
VALUE CHAIN
Primary activity

Support activity. Activity | Description | Firm infrastructure | * Applied flat organizational structure. * Each branch controlled by a manager and all branch controlled by HQ. * All branch need to achieve sales target and need to pay for royalty fee. | Human Resource Management | * Employee provided with food allowance. * Scheduled training must be involved by staff in all level. | Technology Development | * Research and development are actively doing to fix with trend, culture, taste and demand. * Feedback from customers received to evaluate organization performance and maintain the quality. * Social media, website and printed material are used to promote the business, announce about organization activity, promotion and update. * Make business process, report, operation run smoothly. | Procurement | * Raw material order from HQ and delivered to all branch (mc Donald). * No need to order from outside supplier and can control the product price. * Quality can be maintained. |

Functions of each functional areas for McDonalds

1. Productions * McDonald’s deals with Halal certified food suppliers. * They source their local ingredients through manufacturers that have not only been inspected thoroughly by the relevant authorities, but have also been certified Halal by JAKIM (Department of Islamic Development Malaysia) * MacFood Services (M) Sdn Bhd is the main food manufacturer and it applies strict quality control standards and testing when it comes to producing high quality products. * They operate clean and hygienic facilities that comply with the Halal requirements when it comes to producing ingredients. * JAKIM conducts periodic inspections to ensure that there is no cross-contamination with any najis (filth) within their storage, preparation, handling and packaging facilities. * Each ingredient of their foods undergoes comprehensive safety checks and quality inspections. * It is mandatory for the employees to take typhoid jabs from medical centers recognized by the Government before being employed at the restaurant.

2. Customer service * McDonald answering complaints, enquires or positive feedback from their customers. * Customers can give any complaints or feedback through their website and also social media (Facebook). * Providing after sales care that consists on the employee asking the customer if he or she is satisfied, both with the company’s goods and the service that it provides. * Minor complaints are solved by staff on duty that apologies for the problem provide the help or assistance required to check the customer satisfied.

3. Logistic/ Distribution * McDonald’s ensuring all the goods that the customers want by delivery order appropriately stored before delivery. * Ensuring the goods that want be delivered is in correct quantity and the goods are safely packed and correctly labeled to avoid negative feedback from customers. * Checking the vehicle to make sure it is safe and secure and delivered at the right time and planning vehicle routes. * Inform the sales staff of delivery schedule so that customers can be informed.

4. Human Resource * Recruitment and selection for new employee. * Council Restaurant Manager to make final employments decision. * Provide basic training to newly hired employees. * Performance appraisal for employee to evaluated in order to determine how or she is performing. * Provide incentives for employees in cash and non-cash based incentives, for example attendance, annual and medical allowance, crew of the year, branch of the year etc. * Carrying out company welfare policies * Checking health and safety and keeping accident records

5. Administration * Arrange schedule and manage video conferencing meetings * Manage data entry into FileMaker and prepare reports as needed * Produce (print and bind) campaign reports. * Arrange for food and refreshments periodically at client or staff meetings * Order office supplies * Coordinate with technology support services on initial trouble-shooting for occasional technology concerns

6. Finance * Formulate relevant targets for the business and report actual performance. * Finance department produce invoices, checking payments received from selling and chasing up overdue payments. * Preparing the payroll and paying staff salaries. * Producing the financial reports for each year. * Ensuring the company generates sufficient funds in order to maximize shareholder wealth.

7. Marketing * Perform market research for targeting potential customers and obtaining feedback from them. * Advertising through TV, radio, cinema, online, using poster sites and in the press for example in newspaper and magazines. * Producing product that can attract potential customer, for example the product that McDonald’s markets for the young children is the happy meal. * Make a price of the products cheaper than its competition.

8. Sales * Monitor customer, market and competitor activity and provide feedback to company. * Provide detailed and accurate sales forecasting and tracking the same. * Compile the information and data related to customer and prospect interactions * Achieve desired market share in defined areas. Keep team members highly motivated and support them accomplished desired results.

9. Research & development * Research and development are actively doing to fix with trend, culture, taste and demand * McDonalds frequently talks to customers, they value this as a key aspect in the development of McDonalds restaurants. * Research is undertaken for purposes of strategic planning, they conduct their research in terms of performance in key areas such as; Quality, Service, Cleanliness and Value.

10. ICT * Using systems and software in the process of ordering from customers at the restaurants. * Training the employee using the new system. * Saves time for customers who are so busy to come to McDonald’s restaurant, they just need to access the website and click to order. * Repairing the system when required. * Can enhance the staff quality.

LINKS BETWEEN FUNCTIONAL AND AREA

FUNCTIONAL AREAS | LINKS | Sales and Production | The link between sales and production orders in a make to order environment. When customer comes to make order, the sales will take order from customer and the product will make the product for example burger. When production have not enough raw material, they must tell sale about their problem | Sales and Finance | To ensuring the company generates sufficient funds, the sales must achieve desired market share in defined areas and Keep team members highly motivated and support them accomplished desired results in order to maximize shareholder wealth | Distribution and Finance | McDonald’s ensuring all the goods that the customers want by delivery order appropriately stored before dispatch and the finance must know when goods have been dispatched so that invoices can be produce and checking payments received from selling can be made. | Distribution and Sales | Inform the sales of delivery schedule so that customers can be informed. | Sales and marketing | Perform market research for targeting potential customers and obtaining feedback from them and sales will monitor customer, market and competitor activity and provide feedback to company. | Finance and all other areas | Finance will monitor the achievement and spending of financial targets for all departments. | Human resource and Finance | The human resources will train staff to make new products and also improve old products making them more tasty and enjoyable. This will help them bring in more customers making them the best fast service restaurant experience. So, to improve their old products, they need to invest more money. Finance will provide the money to the Human resource. Finance n HR also link between each other in giving the bonuses and salary to the staff. | Customer service, sales and marketing | McDonald answering complaints, enquires or positive feedback from their customers. Providing after sales care that consists on the employee asking the customer if he or she is satisfied, both with the company’s goods and the service that it provides. | R&D and production | Research and development are actively doing to fix with trend, culture, taste and demand. Then the production must produce a good product with a good taste and the customer will satisfied. | Human resource and other areas | Recruitment and selection for new employee and Provide basic training to newly hired employees for all departments. |

References
http://www.aboutmcdonalds.com/mcd/investors/company_profile.html

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