Discussion: Apply Critical Thinking (Please do not attempt to solve if you can n

Question

Discussion:

Apply Critical Thinking (Please do not attempt to solve if you can not fulfill all the requirements)

Overview: Gone are the days when management expected workers to check their brains at the door and do only as told. Today, you will be expected to use your brains when thinking critically. You will be solving problems and making decisions. Faced with a problem or an issue, most of us do a lot of worrying before separating the issues or making a decision. You can change all that worrying to directed thinking by channeling it into the following procedure.

Identify and clarify the problem.

Gather information.

Evaluate the evidence.

Consider alternatives and implications.

Choose the best alternative and test it.

Let's look at McDonald's. Some franchise owners are unhappy with the multiple lines of service. Customers don't seem to know where to stand to be the next served. Tempers flare when aggressive customers cut in line, and other customers spend so much time protecting their places in line that they are not ready to order. As a franchise owner, you want to solve this problem Any new procedures, however, must be approved by a majority of McDonald's owners in a district. You know that McDonald's management feels that the multiline system accommodates higher volumes of customers more quickly than a single-line system. In addition, customers are turned off when they see a long line

In your own thread, answer the following questions: Individually, use the critical-thinking steps outlined here.

First, begin by clarifying the problem.

Second, where could you gather information? Would it be wise to see what your competitors are doing? How do banks handle customer lines? Airlines?

Third, evaluate your findings and consider alternatives. What are the pros and cons of each alternative? Fourth, choose the best alternative.

Explanation / Answer

In the context of the given question,

The case describes a major problem and ineffficiency in the operations of the Mc Donalds franchise store. It mentions that both the franchise owners(management) and the customers are not happy how the overall store is working. This is a major concern for the company as a whole because the customers are highly dissatisfied. And the overall purpose if defeated, because in Retail business, customers are priority. So the problem definition here, is what process or structural improvements can be made to satisfy and delight customers. ?

Secondly, information can be gathered by interacting with these customers, either in store or by conducting surveys to collect their responses, their suggestions and concerns, to be actionable into the exisiting system within a defined date. It is not a bad idea to oversee and find some common strategies that can be implemented into feasible actions in the general operations of this franchise store. If we compare Mc Donald's with Airlines, one of the major differences here is that Airlines do not have walk in customers like Mc Donalds, the airlines already have a pre-estimated idea of the number of passengers footfall on a certain day or a flight time. But the way they handle passengers is of course by having a high discipline in maintaining queues, not allowing jumping of queues, high priority passage for elderly, disabled and premium passengers. Some Airlines have a separate counter for passengers travelling as a family for faster processing on boarding formalities.

One of the best alternatives, I can of think as I mentioned earlier, is to separate the counters based on the type of customer, whether they require special assistance, or if the order can be made online and then collected through a collection counter. This will spread out the customers and prevent them from clustering or breaking the queues as mentioned.

Another good alternative could be to have a few hours of the day, like afternoon timings which are not so busy, to have only online orders, and customers will only be allowed to pick up their food packets. No orders to be made at the ounters during those specific time. This will work towards solving the problem and also being a cost-effective solution.  

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