TO: Jim Wilson, Regional Operations Manager
FROM: (name), Mid-Atlantic Regional Shopper
DATE: April 15, 2003
SUBJECT: McDonalds Shop Report
In response to your request, I investigated the (insert area location)McDonalds, located off of Wisconsin Avenue. After analyzing the behavior of the employees, I noticed some policy issues that should be addressed. Included in this report are a few steps that could be taken to improve the location and increase overall customer satisfaction.
I arrived at the Wisconsin Avenue McDonalds at approximately 1:00 PM. I wanted to observe the location during peak business hours. Upon surveying the exterior of the restaurant, I noticed a substantial amount of garbage drifting in the parking lot. The majority of this garbage consisted of McDonald's paper products, such as wrappers, containers, napkins, and soda cups. In contrast to the poor appearance of the area surrounding the building, the windows and doors looked exceptionally clean.
Upon entering the restaurant, I was confronted by approximately twelve customers waiting in line to order their lunch. I took my place in the back of the line. Curious as to why there was only one line, I began to look around. I soon discovered that although there are eight registers in your restaurant, only one register in the middle of the counter was in use. My attention was then directed to the area directly behind the registers. To the far left was the drive thru attendant, franticly taking orders through an intercom. The intercom was making a loud static noise that was audible to everyone in the restaurant. To the right of the drive thru attendant were the fryers. One person watched these fryers while simultaneously attempting to run the food orders to the drive thru attendant. Three people in the back kitchen were preparing food. Two more runners scurried between...