Our group analyzed and presented a case on McDonald’s. In this case, we answered the following questions:
• What is the profile of the company?
• What were the challenges faced by the company?
• What is the core business of the company?
• How did the company address the challenges?
• What are the strengths and weaknesses of the approaches/strategy implemented?
• Give your recommendation/s on how to:
– Maintain customer satisfaction
– Improve customer relationship
• Cite at least five (5) best practices presented in the case.
My groupmate Tezza created a Powtoon video summarizing our answers here.
Basically, we discussed and learned the importance of the Stock Control Management (SCM) system because the company needs to ensure that they have the correct number of food stock- just the right amount for the week. This will ensure that the food is fresh and will be available to customers availing the products.
Another case that gave me a lot of interest was the First Direct Online Banking. This case is very interesting because it’s the only back that is 100% virtual. The big challenge there was, how do they establish “trust” with their customers? The discussion about the case was interactive.
On some other cases, the reporter was solving the case based on his experience in his work. Sir Je reminded us about “paradigm paralysis,” a problem when we place things based on our experience and perspective. Sometimes this causes confusion and misunderstanding of the challenges of the case.
We also checked some submissions on value chain organizational chart. We were reminded not to confuse “roles” vs “functions.” Engineer is a role while “Engineering” is a function.
Lastly, I learned that it is more expensive to get a new customer than maintaining a customer. That’s why customer relationship is essential.