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Discussion Business Quartet S2
DISCUSSION QUESTION
Choose two of the following concepts:
Delivering Customer Satisfaction
Operational Excellence
Maximizing People Potential
Leadership
Provide a company example that exemplifies each of the two you have chosen.
Explain:
• Why the company is a strong example of this concept.
• What specific actions, strategies, or practices do they use to embody it?
• How does this contribute to their overall success?
Be prepared to share your reasoning and discuss how these concepts can be applied in your organization.
For example
McDonald’s is an example of Operational Excellence.
McDonald’s spearheaded its fast food success largely through operational excellence, particularly with the implementation of the “Speedee Service System.”
This system, introduced by the McDonald brothers in the late 1940s, transformed the fast food landscape by focusing on speed, consistency, and efficiency. The core idea (outcome-based thinking) was to reduce the time from order to service, which was achieved by streamlining the kitchen operations similar to an assembly line.
The success of McDonald’s in terms of operational excellence can be seen in its ability to serve millions daily with an average service time that has been kept remarkably low. The focus on speed and efficiency through the Speedee Service System not only satisfied customers looking for quick meals but also set a benchmark for operational standards in the fast food industry, contributing to McDonald’s global dominance.
Interesting Back story
The McDonald brothers realised that operational excellence and speed was essential to success in the fast food business.
They conceptualized their Speedee Service System on a tennis court where they could visualize and design what they thought would be the most efficient / operationally effective restaurant design. They divided the court into zones, each representing a kitchen station. One zone was for grilling burgers, another for assembling them, and another for wrapping and serving.
They used chalk to draw paths, simulating how staff would move to minimize overlap and speed up service. This visual exercise helped them design a kitchen layout where each step was optimized for speed. From this tennis court planning, they developed the restaurant’s flow, ensuring each task was completed in the least amount of time possible.
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