맥도날드의 서비스 매뉴얼 개발

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'맥도날드의 서비스 매뉴얼 개발'에 대한 내용입니다.

영문으로 작성한 레포트로 맥도날드의 코어 서비스, 지원 서비스 등을 다루었습니다.
또한 맥도날드의 서비스 접점 및 블루프린트를 제시했고 가능한 서비스 실패와 이를 위한 리커버리 전략을 제시했습니다.

목차

Ⅰ. Brief Introduction of the selected company
Ⅱ. Services Concept : Core, Facilitating, Supporting, Augmented
Ⅲ. Service Encounters (Moment of Truth)
Ⅳ. Service Blueprint using
Ⅴ. Possible service failures and recovery strategies

Reference & Appendix

본문내용

1. History
McDonald’s is a U.S.-based hamburger chain that is the world’s most popular chain restaurant, visited by about 54 million customers a day, and it is the largest of its kind. McDonald’s, which mainly sells hamburgers, chicken, breakfast menus, and desserts, was founded by the brothers Dick and Mark McDonald and Maurice James McDonald.
And quickly grew up with Ray Kroc, who offered them business and gained control. Growing up quickly to understand customer needs for good taste and fast service and affordable food, McDonald’s now has more than 35,000 stores in 119 countries.

2. Mission & Vision
The mission of McDonald’s is to be a customer’s favorite food. The company is trying to provide its customers worldwide with the best service experience. It also aims to contribute to regional development while simultaneously increasing business profitability. McDonald’s also focuses on higher education and training within its organization, emphasizing the growth and development of its employees.

참고 자료

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