I was assigned an extra credit project to go into McDonalds and order a hamburger with exactly four pickles on it, and small fries, well done with no salt. Before even starting the problem I felt nervous to go into any McDonalds and order something like that. This is because I am programmed to have exactly one pickle on any hamburger or cheeseburger I’ve ever ordered from McDonalds, as well as very salty fries. I also knew that this special order would cause a problem before even walking into a store. I knew I would get more than just the cashier involved and would get frustrated reactions from employees. However, I was very curious on how this special order would turn out and wanted to know how management handled this process, so I decided to complete this project.
After ordering my hamburger with four pickles and well done, unsalted fries, the cashier asked me two more times if I was sure about my order. She also repeated herself to me just to be sure she understood what I wanted. Before she walked into the kitchen to put my order in, she quickly pulled a manager to the side. Even though I couldn’t hear what they were saying, I’m assuming the reason for this was to make sure they could fulfill my order. The manager then shook his head in approval, only after giving me a very nasty look.
The cashier then walked back into the kitchen area to tell the cook, “This guy wants four pickles on that hamburger!” She then walked over to the fryer, where she again gave me a disgusted look as she dumped the fryer out to make a new batch of fries for my special order. She had to make a new batch because it was full of salted fries ready to go for a “regular” order. As my fries were being cooked, she had asked me to move to the side so she could take care of other customers.
As I waited, I noticed she took care of three other people before I received my order. When I finally received it, the fries were well done, unsalted and the hamburger had four pickles, but the receipt didn’t match my order. This created a whole new problem where all three cashiers had to come to my aid, trying to correct the receipt. Finally, after seeing the store was getting held up, a manager came over to the register and quickly printed out a correct receipt. The whole process took about 12 minutes (which is an eternity for an avid McDonald’s eater) and three cashiers, a cook and manager to complete my order.
Overall, the staff’s communication and coordination was terrible. The cashier had to leave her post to tell the cook about my special order. She also had to make a whole new patch of fries for my special request. If many customers had special orders, it would lead to a very inefficient business, and at peak hours, the waiting time would be multiplied. Not only did I wait very long for my order, but also I wasn’t even treated like a paying customer. Even the manager gave me a very bad look, and I felt like I had ordered a whopper in McDonalds. However, the manager did take control and showed he had a technical skill by correctly printing out my receipt.
As far as the preparation process, it is similar to that of an assembly line. McDonalds is very accustomed to giving out identical, uniform meals where the only difference is the sizes. If anyone tries to customize their meal, even in the slightest way, it leads to a catastrophe. Employees need to get managers involved, leading to inefficiency. My customized order was a loose screw in their neatly uniformed chain.
People do like to get their food as quickly and easily as possible. Workers also like to perform their tasks in a very simple manner. This is all a part of being efficient. However, McDonalds needs to improve operations during special orders, while keeping its efficiency. Some recommendations would be a little more training for the cashiers. Don’t make them into robots but have them adapt to peoples specific needs. This would not make them ask a superior how to perform a specific task that might be out of the ordinary. Another recommendation would be more innovative ways to use the ordering computer. If the computer is used the right way it would ensure order accuracy and better communication between the cashier and the cook. In some busy stores I would even add another line for customized orders, which would greatly reduce waiting times. They could even take Burger King’s slogan and McDonald’s customers could really “have it their way.”
After taking the management diagnostic I found out that I was a D. I am Dominant, and I emphasize on shaping the environment by overcoming opposition to accomplish results (according to the diagnostic.)
