Overview McDonald Corporation Name Logo
McDonald’s Corporation
Industries served $eograp%ic areas served .ead/u .ead/uar arter ters s Current C CO Revenu venue e
Restaurants (McDonald’s, McCafé, Mc!press, Mc"top#
:ro;t mplo
&orldwide (',)*+ restaurants in - countries# Oa0 1roo 1roo0, 0, Illi Illino nois, is, 2nite 2nited d "tat "tates es "teve a aster3roo0 4)5677 3il 3illi lio on () ()87# )67 )679 9 de decrea creas se ov over 4)+,8 ,8 3il 3illi lio on ()8'# 4765*+ 3illion ()87# 76+9 decrease over 4*,*+ 3illion ()8'# 7)8,888 ()8*# Bur gerKi ngWo Wor l dwi de,I nc . ,Dar denRes t aur ant s ,I nc . ,Doc t or ' s As s oc i at es ,I nc . ,Domi no’ s ,I nc . ,Yum!Br ands ,I nc . ,St ar buc k sCor por at i on, We nd y ’ sCo mp mp an ya ndma ma nyo t h erc o mp mp an i e si nt h ef a s tf o odi n du s t r y .
6 =ision =ision Mission Mission and and "trat "trateg< eg< >lignment >lignment =ision? McDonald@s vision is to 3e a fastAfood restaurant restaurant wit% t%e 3est service in t%e world6 Bo ac%ieve t%is vision, McDonald@s alwa
"trateg< >lignment # )# '# 7# *# #
Fualit< Fualit< food food in minimum minimum price price wit% wit% fast servi service, ce, Ma!imiGi Ma!imiGing ng sales and pro;ts pro;ts in e!isting e!isting restaur restaurants ants,, >dding >dding new resta restauran urants ts and franc%is franc%ise e model, model, :rovid :rovide e a positive positive emplo
"&OB >nal
Weaknesses &ea0 product development Fualit< issue 3ecause of franc%ise management .ig% emplo
Opportunity It can oer innovative product line >ccelerate CRM for customer retention Deeper international e!pansion It can researc% wa
Threat More %ealt% consciousness customer B%reat from local competitor in dierent countries $lo3al economic recession :la
)6 "trateg< Map Learning and Growth (LG) Improve emplo
Internal Business Process (IP) Improve product /ualit< (I:#
Custoer (C)
!inancial (!)
Increase mar0et s%are (C#
Improving corporate pro;ts (H#
Improve t%e /ualit< of service (I:)#
Improve Customer lo
Increase Revenue (H)#
Increase Innovation products and menus (I:'# B%e application of t%e latest tec%nolog< (I:7#
Improve customer satisfaction (C'#
Increase s%are%older value (H'#
'6 >ction >lignment Learning and Growth (LG) mplo
Improve compan< culture Reducing t%e rate of wor0place accidents
Internal Business Process (IP) C
>dding a new menu and %ealt%< product Increase t%e percentage of customer complaints were successfull< treated
Custoer (C)
!inancial (!)
Increase t%e total customer Customer lo
Increase sales volume Increase advertising spending Improve >sset utiliGation
Create new modern order s
Improve cost structure
2pgrading old restaurant 76 E:I "elected from :I’s
Priorit y #ank
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B%e Level of emplo
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Braining of mplo
✓
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Customer Retention (CRB#
✓
✓
✓
✓
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"ales $rowt% ("$#
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$rowt% :ro;t Margin ($:M# "uccessful customer complaints are %andled (ECD#
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"PI Customer "atisfaction Inde! (C"I#
"ervice Bime (&:#
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Botal Customer (BC#
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"%are :rice $rowt% (":$#
*6 Hramewor0 1alance "corecard B%e 3alanced scorecard is a strategic planning and management s
"trateg< Mapping "trateg< maps are communication tools used to tell a stor< of %ow value is created for t%e organiGation6 B%e< s%ow a logical, stepA3
Perspecti0e
Hinancial
Customer
Strategic O12ecti0e Improving corporate pro;ts (H# Increase Revenue (H)# Increase s%are%older value (H'# Increase mar0et s%are (C#
Lagging Indicator Growth Proft Margin (GPM) Sales Growth (SG)
Internal 1usiness :rocess (I:#
•
Total Customer (TC) An increasing number o new restaurant (NR)
"%are :rice
•
•
•
Customer Satisaction Ine! (CSI)
•
•
889 '*9 *9 89
*9 Num3er of 889 new restaurants B%e num3er of Customer
•
Customer Retention (CRT)
Target
•
Share Price Growth (SPG)
Improve Customer lo
Improve customer satisfaction (C'# Improve product /ualit< (I:# Improve t%e /ualit< of service (I:)#
Leading Indicator B%e value of sales CO$" Botal Revenue
B%e num3er of +*9 repetitive 3u
B%e num3er of Number defective "eecti#e products Proucts ("P) >verage Ser#ice Time time to ($P) serve "eli#er% &rer customer ("&) orders (eatA in, ta0eAout, deliver< •
8 (Not%ing#
' minutes )*8 :ac0age per da<
order# Customer satisfaction surve< Botal demand for pac0age deliver< order B%e num3er of ' New Menus new menu •
•
Learning and $rowt% (L$#
Increase Innovation products and menus (I:'# B%e application of t%e latest tec%nolog< (I:7# Improve emplo
Menu Inno#ation (MI) Successul customer com'laints are hanle (C") m'lo%ee Proucti#it% (P) Training o m'lo%ees (T) •
•
The *e#el o em'lo%ee satisaction (SI) m'lo%ee Retention (R)
B%e num3er of 889 successful complaints directl< addressed Botal output of 889 products
Num3er of training new emplo
•
889
889 +89 ("atis;ed#
•
6 Lin0age "c%eme
56 1enc%mar0ing 1elow are e!ample of 1alanced "corecard in a Restaurant Compan<6
Perspecti0e !inancial
Custoer
Internal Process
Learning 3 Growth
Strategic O12ecti0e
Reduce cost and waste
Increase revenue Increase mar0et s%are Increase customer satisfaction Improve production c
Improve emplo
Das%3oard design for t%e :M"?
+6 Das%3oard Design
Lagging Indicators ("PI) La3or e!pense Ot%er e!pense Hood e!pense Reduce food loss "ales Num3er of customer Responsi3ilit< >verage c%ec0 .R development Beam wor0 Ko3 performance Hollow preparation Hollow sc%edule C%allenge "elft improvement
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86:erformance Inde! McDonald Indonesia !ecutive? :resident Director? "u0owati "osrodoo Managing Director? Eitson C%oong Legal Director? Caroline Daadiningrat "tore Development $roup Director? Ratna &ira%adi0usuma% "enior Director? 1intang :6 >ritonang Operation Director? Kere< Ban Mar0eting, Communication, J C1I Director? Mic%ael .artono Hinance >nd IB Director? anti Lawidaa .uman Resources Director? ulianti .adena • • • • • • • • •
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$easureents
Customer "atisfaction Inde! (C"I# B%e Level of emplo
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Categor y Signi8ca nce 5
Per4ora nce %gainst Plains +*688
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Category %11re0ia tion
Pla n
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Botal Customer (BC#
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"%are :rice $rowt% (":$#
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Copany Per4orance Inde6< ,';+'5 :u1er o4 Copany 76ecuti0e< . 9P$O< ***;/ SIG$% Le0el< ;&
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)6Improvement :lan Cost estimating of t%e proect •
Inde6 Contri1u tion (5)
767*
• • • • • • • • •
Fualit< control $lo3aliGation aspect New product launc% anal
Hor t%e 3usiness 3ased on :erformance Inde!? .ow maintain management .ow maintain production cost "uppl< c%ain strateg< 1usiness start strateg< Location strateg< • • • • •
'6"uggested
