Mcdonalds Marketing Strategies
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mcdonalds marketing strategies
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1. INTRODUCTION OF MARKETING STRATEGY
2. Marketing strategy is very much important for developing any of thebusiness. Without
it, the effort of the business to attract customer israndom and very inefficient. The main
focus of your strategy must makesure that your product should fulfill the demands of
the consumers and aswell as it maintains the long-term relationship with those
consumers. Toachieve this, you will have to initiate flexible strategy that responds
tochange in customer demand and perception. It may also give brand nameto your
product which will help you to run your business in new marketssmooth and efficient
manner. First of all the main purpose of yourmarketing strategy should be to identify
the weather the target customer¶sare satisfied with your product and services of your
business.Once you have created and implemented your strategy, try to identify thefeed
from you customer and if any changes or improvement is requiredapply it for the
maximum satisfaction of customersThis helps you to identify that, where your strategy
needs to be improvedand how it can be developed, so that it can be implemented for
effectiveaction. Before applying any strategy in the business proper planningprograms
must be organized within the members of the organization. WHAT IS MARKETING?
³Marketing is the activity, set of institutions, and processes for creating,communicating,
delivering, and exchanging offerings that have value forcustomers, clients, partners, and
society at large." Marketing 1|P a ge
2. From the above definition we are able to understand that a successfulmarketing deals with
satisfaction of both the parties. The definitionbasically explains that there is a simple process
i.e. is ³selling somethingto somebody´ however, the definition conveys that an exchange of
goodsand services without any barter system and having common currencies,that exchange is
called a sale. So while achieving the goals of themarketing by selling, it is not compulsory that
both the parties shouldagreed upon the transaction. Satisfaction of both parties is a hided in
theexchange relationship. Marketing must understand the ³product, ideasand services´ along
with the "Needs & Wants" of the consumers.Marketing must not only understand this equation
but also establish thepolicy to maintain balance between both the sides, by
implementing³marketing strategy´. MEANING OF MARKETING STRATEGYA Marketing strategy
defines and describes the objectives or planningthrough which you are going to satisfy your
consumer needs in theselected target market. It does not involve written work but, it
includescommunication between different departments of the business enterprisefor example:
sales department, managers, executives etc.In fact it is a set of strategies that implied by the
organization in order toincrease the growth and development of the business. Normally
strategydeals with the manner in which your organization plan to achieve theconsumer
satisfaction and maximize the profit. DEFINITION OF MARKETING STRATEGY y ³Marketing
Strategy is a set of specific ideas and actions that outline and guide decisions on the best or
chosen way to create, distribute, promote, and price a product or service (manage the
marketing mix variables).´ 2|P a ge
3. y ³A marketing strategy is a process that can allow an organization to concentrate its limited
resources on the greatest opportunities to increase sales and achieve a sustainable competitive
advantage.´Marketing strategy is a process that can allow an organization toconcentrate its
limited resources on the greatest opportunities to increasesales and achieve a sustainable
competitive advantage. A marketingstrategy should be centered on the key concept that
customer satisfactionis the main goal.Business Advantagesy identifies needs and wants of
consumersy determines demand for producty aids in design of products that fulfill consumers
needsy outlines measures for generating the cash for daily operation, to repay debts and to
turn a profity identifies competitors and analyzes your products or firms competitive
advantagey identifies new product areasy identifies new and/or potential customersy allows for
test to see if strategies are giving the desired resultsBusiness Disadvantagesy identifies
weaknesses in your business skillsy leads to faulty marketing decisions based on improperly
analyzed datay identifies weaknesses in your overall business plan 3|P a ge
4. ´Marketing strategies of McDonald¶s´ACTUAL FACTS ABOUT MCDONALDS COFFEE CASE 4|P
a ge
5. On February 1992 the headlines of news paper hits with a McDonaldscoffee case news. The
case was about Stella Lie beck of Albuquerque,New Mexico, was in the passenger seat of her
grandsons car when shewas severely burned by McDonalds coffee in February 1992. Lie
beckwas 79 at the time, ordered coffee that was served in a Styrofoam cup atthe drive through
window of a local McDonalds. After receiving the order,the grandson pulled his car forward and
Stopped momentarily so that Liebeck could add cream and sugar to her Coffee. Lie beck placed
the cupbetween her knees and attempted to remove the plastic lid from the cup.As she
removed the lid, the entire contents of the cup spilled into her lap.The sweatpants she was
wearing had absorbed the coffee and held itnext to her skin. A surgeon determined that Lie
beck suffered fullThickness burns over 6% of her body, Including her inner thighs,perineum,
buttocks, and genital and groin areas. She was hospitalizedfor eight days, during which time she
underwent skin grafting. Lie beck,who also underwent debridement treatments, sought to
settle her claimfor $20,000, but McDonalds refused.Till today no one knows about their final
ending of the case. The partieseventually entered into a secret settlement which has never
beenrevealed to the public. HISTORY OF MCDONALD¶SThe story of McDonald¶s was started
in1940, as a fast food restaurant bytwo brothers¶ named Richard and Maurice McDonald in
San Bernardino,California in US. The name of restaurant was McDonald¶s Hamburgers, 5|P a
ge
6. by mid-1950s their restaurant revenue had reached $350000.RaymondKroc, the distributor
for milk shake machines expressed interest in theirbusiness and finalized the deal for
franchising with both the brother¶s. Heestablished a franchising company called McDonald
systemincorporation. In 1955 he became the founder of McDonald¶s and boughtout the
McDonald brothers share for $2.7 million and changed the nameof the company to
McDonald¶s corporation. Kroc proved himself as apioneer who revolutionized the American
restaurant industry. TodayMcDonald¶s is the California world¶s largest fast food chain serving
47million customers daily. McDonald¶s is now one of the most valuablebrands globally, worth
more than $25 billion. Though the company hasroots in the US, McDonald¶s today has become
an ACCEPTED CITIZENOF THE WORLD. MCDONALD¶S STARTS IN INDIAMcDonald¶s entered
India in 1996.The first McDonald¶s restaurant wasopened on October 13th at Basant Lok in
Vasant Vihar. McDonald¶s inIndia is a 50-50 joint venture between Connaught Plaza
Restaurants andHard Castle Restaurants. Which are owned and managed by VikramBakshi and
Amit Jitia respectively Connaught Plaza Restaurants operatesin North India whereas Hard Castle
Restaurants operates in WesternIndia. After opening their outlets in various metro cities, the
company isnow trying to expand in cities like Pune and Jaipur also.but, the Indianconsumers
avoid burgers made from beef and pork which is tabooaccording to their religions. So in order
to evade this problem the Indian 6|P a ge
7. menus of McDonald¶s was Indianised and specifically design in suchmanner that it can boost
its products to Indian consumers, the menuincludes chicken burgers, veg burgers, veg pizza¶s,
happy meal forchildren¶s, beverages and deserts. Today there are 79 outlets in north-east India
and more than 53 outlets in south-west India. MCDONALD¶S FRANCHISE MODEL RAYMOND
KROCVIKRAM BAKSHI AMIT JATIA MISSION STATEMENT"McDonalds vision is to be the worlds
best quick service restaurantexperience. Being the best means providing outstanding quality,
service, 7|P a ge
8. cleanliness, and value, so that we make every customer in everyrestaurant smile."
MARKETING STRATEGIES OF MCDONALD¶SBUSINESS STRATEGYFRANCHISE MODLE ± As per
franchise model of McDonald Only 15% ofthe total number of restaurants are owned by the
Company. Theremaining 85% is operated by franchises. The company follows all theframework
of training and monitoring of its franchises to ensure that theyachieve good QUALITY
SERVICE,CLEANLINESS AND VALUE FORTHE MONEY offered by the company to its
customers.PRODUCT CONSISTENCY- By developing a sophisticated suppliernetworked
operation and distribution system, the company has been ableto achieve consistent product
taste and quality across the nations of theworld.ACT LIKE RETAILER THINK LIKE A BRAND-
McDonald¶s focuses notonly on delivering sales for the immediate present, but also protecting
itslong term brand reputation.STRATEGY AS PER INDIAN MARKETRE±ENGINEERING THE MENU-
McDonald¶s thinks according to thecustomer¶s tastes, value systems, lifestyle, language and
perception.Globally McDonald¶s was famous for its hamburgers which are preparedfrom beef
and pork burgers. But, most Indians religion does not allowthem to consume beef or pork. So in
order to satisfy demand as per 8|P a ge
9. Indian preference, McDonald¶s came up with chicken, lamb and fishburgers to suite the
Indian diet.THE VEGITERIAN CUSTOMER-India has a huge population ofvegetarians. To satisfy
this customer¶s demand, the company came upwith a completely new menu of vegetarian
items like McVeggie burgerand McAlooTikki. The separation of vegetarian and non-
vegetariansections is maintained throughout the various stages.EXAMPLE OF VEG BURGERS:
MCVEGGIE MCALOOTIKKISEGMENTATION, TARGETING AND POSITIONINGMcDonald¶s uses
demographic segmentation strategy with age as theparameter. The main target segments are
children, youth and the youngurban family. If they take children into consideration, children are
moreattracted towards toys and delicious meals including today¶s youth prefersuch places for
their entertainment and the urban families selectMcDonald¶s on various occasion like birthday
party, treat to their childrenetc. 9|P a ge
10. As shown in the above diagram, kids are on the top most level in FMCGpurchase related to
food products. So to attract children¶s McDonalds hasHappy Meal in which they gift one toy on
each happy meal, there are toysranging from hot wheels to various Walt Disney characters.
Example ofthe latest range is the toys of the movie Madagascar.For this, they have a tie-up with
Walt Disney. At several outlets, it alsoprovides special facilities like µPLAYING PLACE¶ where
children can playarcade games, air hockey, etc.This strategy is targeting in making McDonald¶s
a fun place where youcan enjoy both playing and eating. This also helps McDonald¶s to
attractthe young urban families who wanted to spend some quality time, whiletheir children
can enjoy every movement of McDonald¶s. To target theteenagers and young youth,
McDonald¶s has priced several productsaggressively, keeping in mind the price sensitivity of
this target customer.In addition, facilities like Wi-Fi are also provided to attract students to
theoutlets, example of such outlet is of a Vile Parle situated in Mumbai.³MCDONALD¶S MEIN
HAI KUCH BAAT´ projects McDonald¶s as a placefor the entire family to enjoy. When
McDonald¶s entered in India it wasmainly targeting the urban upper class people. But, today it
hadpositioned itself as an affordable place to eat without compromising onthe quality of food,
service and hygiene. The outlet atmosphere and mild 10 | P a g e
11. background music highlight the comfort that McDonald¶s promises inslogans like ³YOU
DESERVE A BREAK TODAY´, ³FEED YOUR INNERCHILD´. This commitment of quality of food and
service in a clean,hygienic and relaxing atmosphere has ensured that McDonald¶smaintains a
positive relationship with their customers. TOYS FOR CHILDREN WITH HAPPY
MEALMCDONALD¶S MARKETING MIX (5P¶S) STRATEGYAfter analyzing the market, finding the
key factor, target segment andunderstanding the market demand, every company needs to
come upwith an offers or such type of plan, that speed up the growth of thecompany. For
which McDonalds uses 5p¶s of marketing mix which are asfollows: 1. Product 2. Place 3. Price
4. Promotion 5. People 11 | P a g e
12. PRODUCT:Product includes that, how the company should design, manufacture theproduct
so that it enhance the customer experience?Product is the physical product or services offered
by the company to itscustomers. McDonalds includes certain aspects of its product such
aspackaging, desirability, looks etc. This consists of both tangible and non-tangible aspects of
the product and services.McDonalds has purposely kept its product depth and product
widthlimited. McDonalds had first studied the behavior of the Indian customerand provided a
totally different menu as compared to its menu offered inInternational market. It removed
pork, beef and mutton burgers from themenu. India is the only country where McDonalds serve
vegetarian menu.Even the sauces and cheese used in India are 100% vegetarian.McDonalds
continuously innovates its products according to the changingpreferences and tastes of its
customers. The recent example is theintroduction of the Chicken Maharaja Mac and latest
introduction ofchicken style is Chicken Mcnuggets. 12 | P a g e
13. McDonalds brings best product of quality and of best features as per thepreference and
demand of the target market.PLACE:The place mainly consists of distribution channels and
outlets of thecompany. It is considered as very important because the product must beavailable
to the customer at the right place, at the right time and in theright quantity. In U.S.A nearly 50%
of outlets are situated within thedistance of 3 minutes.There are certain degree of fun and
happiness that McDonalds providesto its customers. It provides value position based on the
needs of thecustomer. McDonalds offers proper hygienic atmosphere, good abidanceand better
services.Now McDonalds have also started offering internet facilities at theiroutlets, along with
music system through radio, not the normal music butthe music which is preferred by young
generation in order to attract them.There are also games for children the one example is air
hockey.Children play games till the time there parents spend quality time inMcDonalds. 13 | P a
g e
14. ezPRICE:Pricing strategy is most important aspect of Marketing Mix. It includesprice list, if
any discount facility available or payment facility available. Itshould also take into consideration
the possible reaction from itscompetitors regarding the pricing. Pricing is very much
necessarybecause it is this part, which decides revenue for the business unit.All the other three
are the expenses incurred in the business. The priceneeds to take demand and supply equation
into consideration byanalyzing the pricing demand as per Indian market.McDonald¶s came up
with a very grasping punch line ³Aap ke zamanemein ,baap ke zamane ke daam´. This pricing
strategy was founded toattract middle class and lower class people and the effect can clearly
beseen in the consumer base that McDonalds has now.McDonalds has certain value pricing and
bundling strategies such ashappy meal, combo meal, family meal, happy price menu etc to
increaseoverall sales of the product. 14 | P a g e
15. PROMOTION:The promotional activities adopted by the McDonald helps tocommunicate
efficiently with the target customers. The diagram givesidea about the promotion strategy of
McDonalds. Application of abovementioned Communication Mix describes the cost that is
feasible as per 15 | P a g e
16. the consumers. Some of the most famous marketing campaigns ofMcDonald¶s are:³You
Deserve a break today, so get up and get away- To McDonald¶s´³Aap ke zamane mein ,baap ke
zamane ke daam´.³Food, Folks, and Fun´³I¶m loving it´.McDonalds corporate used advertising,
personal selling, sales promotion,public relations, and direct marketing and became world¶s
largest leadingBurger Empire. These five promotion tools are used by McDonalds tointegrate
marketing communication program which allows McDonalds toaccess the communication
channels clearly, consistently and easilytransfers messages and product to the target audiences.
SETTING THE PROMOTION MIX An Advertisement is targeted to attract the masses itreaches to
large number of people at a time. Advertising is one of themost important tools for promotion
which had various ways ofadvertisement in that advertisement through billboards and media
areoften used by any of the business enterprise. Consumers mostly perceivegoods which are
advertised goods, as they assume it is more rightful.Due to distinct features of advertisement
McDonalds also hold the handof Advertising. There are three main objectives of advertising
forMcDonald¶s are to make people aware of an item, feel positive about itand remember it.
The right message has to be communicated to the rightpeople through the right media.
McDonald¶s does its promotion throughtelevision, hoardings and bus shelters. 16 | P a g e
17. They use print ads and the television programmes are also an importantmarketing medium
for promotion. Personal selling is most effective tool for buildingbuyers preference,
convenience and actions. Personal interaction allowsknowing for feedback and adjustments if
required. If the organization hada good Relationship with Buyers they are more attentive
towards personalselling.In personal selling McDonalds employees working in different outlets
arethe best example of personal interaction, the employees are directlyserving the customers
so, and the face to face communication is easilypossible. In the McDonalds outlet there are
such staff which areappointed for personal selling they are the one who perform the
activitiesregarding selling up of goods to customers. sales promotion activity consist of
promoting thebusiness unit through organizing various contest, programmes,
functions,distribution of free discounts coupons etc that attracts attention of thecustomers,
Also offers strong purchase incentives, dramatizes offers,boosts sagging sales Stimulates quick
response; Short-lived; Noteffective at building long-term brand preferences.McDonalds
organizes several sales promoting contest and programmesin different retail markets and
outlets in which they distributes freediscounts coupons. The statue of Mascot McDonalds is
always there forany occasions that are also one of the logo of McDonalds. 17 | P a g e
18. Highly credible; Very believable; Many forms: newsstories, news features, events and
sponsorships, etc.; Reaches manyprospects missed by means of other forms of promotion;
Dramatizescompany or product; Often the most under used element in thepromotional mix;
Relatively inexpensive (certainly not free as manypeople think--there are costs involved)Public
Relations are also an important part of the McDonalds marketingstrategy. The restaurant
employees play a huge role in interacting withthe public. On a day-to-day basis the employees
commit themselves tocustomers and the customers feelings toward the brand. McDonaldsfeels
that before they communicate with their customers they need to beaware of what their
competitors are communicating, so they can create abeneficial difference between themselves
and the competitors. Many forms: Telephone marketing, direct mail, onlinemarketing, etc.;
Four distinctive characteristics: Nonpublic, Immediate,Customized, Interactive; Well-suited to
highly-targeted marketing efforts.Direct marketing is also one of the efficient tools for
promotion. TheMcDonalds uses tool in the home delivery services in which they directlyserve
the order to their home. Also they have a websites which are morein preference for direct
marketing in that they usually mentioned all thenew offers along with the contact number of
your nearby outlets.PEOPLE: 18 | P a g e
19. McDonald¶s understands the importance of both its employees and itscustomers. It
understands the fact that a happy employee can serve welland result in a happy customer.
McDonald continuously does InternalMarketing because if the internal marketing is effective it
will automaticallylead to in the success of external marketing.Internal marketing includes hiring,
training and motivating employees. Inthis way they can easily serve customers and the result
will be the smilingfaces of the customers. The level of importance has to be placed in
thefollowing order (the more important people are at the top): 1. Customers 2. Front line
employees 3. Middle level managers 4. Front line managersThe punch line ³I¶m loving it´ is an
attempt to show that the employees areloving their work at McDonalds and will love to serve
the customers.CO-BRANDING STRATEGY 19 | P a g e
20. Co-branding strategy is also one of the beneficial instrument for boostingthe business and
providing different the same things in different manner.In fact co-branding means having a tie
ups with another firm and servingthe customer with both the products. It helps in making profit
for both thebusiness enterprise as well as to increase their sales and growth oforganization.The
two different brands enter into co-brand through certain contracts oragreement and as per the
agreement they bifurcates their earnings fromtheir brands. There are different examples of co-
branding strategy ofMcDonalds which are as follows.COCA-COLACoke is one soft drink brand
that had tie up with McDonalds since pastmany years. In McDonalds the coke is the best
beverage in cold drinkswhich are served to the customers along with different menus of
theMcDonalds for example happy meal, happy price menu etc. As coke ispreferred by
children¶s even their parents as well as the young youths.Therefore by keeping in mind the
consumer wants they came up withCoca-cola. In fact this co-brand of McDonalds is initiated to
increase thevolume of sales of the both the business enterprise.And of course this co-branding
strategy has encouraged both thebusiness in achieving the successful returns of customer¶s
satisfaction.On April 27, 2009 ± The Coca-Cola Company had announced arefreshed line up of
fountain and bottle beverages that will be added toMcDonalds U.S. restaurants, beginning this
year. This effort -- part of alarger beverage strategy -- will provide McDonalds customers even
morebeverage choices and meet customers changing taste preferences anddesire for more
suitable, convenient beverage options. COCA-COLA AND MCDONALDS 20 | P a g e
21. WALT DISNEYA Parade of Disney Happy Meal Toys.McDonalds will introduce a collection of
100 exclusive Happy Meal toysas they are inspired by Disneys admired collection of dramatic,
video andtelevision characters. Representing more than 40 Disney films, theMcDonalds
premiums include a mix of new and classic Disneycharacters, allowing kids and parents of all
ages to recall their favoriteDisney memories.Each Happy Meal premium is fully decorated and is
featured on amemorial base, which includes the characters debut date, charactersname and
the Walt Disney World "100 Years of Magic" logo.The McDonalds Happy Meal promotion
featuring the Walt Disney World"100 Years of Magic" celebration is a historical collection of
Disneyfavorites, from classic characters like Mickey Mouse, Dumbo, Cinderella,and Mary
Poppins to the newer innovations, including: Ariel, Aladdin,Bianca, Pocahontas, Tarzan, Jesse
and Hercules. 21 | P a g e
22. One toy is included with each Happy Meal and can be purchased atparticipating McDonalds
restaurants, while supplies last.But,unfortunately the Walt Disney had end the relationship with
McDonaldsdue to some genuine reasons. Thus Walt Disney is considered as X-co-brand of
McDonalds. WALT DISNEY AND MCDONALDSBARBIE TOYSMcDonalds Barbie Toys have been
included with Happy Mealsrepeatedly since the Happy Meal has been in existence. Over the
lastthirty years, Barbie has been one of the most popular toys in aMcDonald¶s Happy
Meal.Barbie Happy Meal Toys have taken the form of a variety of Barbie dollfavorites. These
toys have become a highly sought after segment forcollectors of both Barbie¶s and McDonalds
toys.McDonalds Barbie Toys comes in eight collectible characters in 1994,including Bicycling¶
Barbie, Jewel and Glitter Shani, Camp Barbie, andCamp Teresa. 22 | P a g e
23. Each Barbie miniature was 4 and ½ inches tall. Since then, the Barbieand Friends dolls have
been collectible Happy Meals toys in 1996, 2004,2005 and 2007, to just name a few. If you
missed any of the McDonaldsBarbie toys that you may need to buy for your collection of dolls,
you willfind them for sale on eBay. BARBIE AND MCDONALDSCADBURYMcDonald¶s have
included Cadbury in the beverages prepared withCadbury and creamy milk shake mostly loved
by children. England hascombined two favorite things that are Cadbury and crème eggs.Now
McDonalds is offering a Cadbury Crème Egg McFlurry. It is tastyand rich also it is provides some
quantity of protein and vitamins as it ismade from eggs and milk, A cold crème eggs with the
vanilla ice cream,mix in a sauce that looks like the yellow yolk, and add in deliciouschocolate
bits.The tasteful McFlurry have also worked in anticipating the taste of thecustomer. Therefore,
it is considered as one of the most preferringbeverages in the menus of McDonalds. CADBURY
AND MCDONALDS 23 | P a g e
24. HOT WHEELSThe History of McDonalds and Hot Wheels die-cast cars: McDonalds
hasattempted to develop promotions for children, since 1961 with smallrelated plastic toys, in
their Happy Meals. The first models of carsdistributed for McDonalds started in 1983, using the
Hot Wheels modelsof the normal line and followed all the way through 1990. In
1991McDonalds found another way to distribute the Hot Wheels in theirHappy Meals for the
first time.Some of these were Hot Wheels by Collector Number and were alsoplaced in a
factory plastic baggie for the first time. Since then, someannual promotions related the models
of cars had been made. They hadenclosed models like, Hot Wheels, Matchbox, Stompers 4X4,
Tonka andBigfoot toys. HOT WHEELS AND MCDONALDS 24 | P a g e
25. MCDONALD¶S TIE UP WITH HINDUSTAN AND BHARATPETROLEUM PERTROL PUMPSThe
strategy behind opening their outlets near petrol pumps is that theycan serve their products
even on the highways. McDonald¶s already has14 outlets on national highways and they are
planning to open 50% oftheir stores in the coming year on the highways.In order to achieve
that, they tie up with oil marketing companies likeHindustan petroleum and Bharat petroleum
to open on revenue-sharingmodel.The reason behind starting their outlets on highways is to
serve thosecustomers who perform their day to day activities through highways.People mostly
prefer food stores on highways for dinner purpose, theirwill hardly some people who go for a
breakfast. So, idea of McDonalds tostart on highways is that they can offer even dinner as well
as theirexisting fast food items. 25 | P a g e
26. ADVERTISINGAdvertising - Advertising is any paid form of non-person presentation
andpromotion of ideas, goods, or services by an identified sponsor. There arethree goals of
advertising. These goals are to: 1. Inform 2. Persuade and 3. Remind. 26 | P a g e
27. The major media for advertising are as follows: Newspapers, Television,Direct mail, Radio,
Magazines, Internet, Outdoor (billboards, blimps, etc.),Yellow pages, Newsletters, Brochures,
and Telephone.The traditional conceptual model for creating any advertising or
marketingcommunications message is the AIDA Model: get Attention, hold Interest,arouse
Desire, and then obtain Action.ADVERTISING STRATEGYThere have been many McDonalds
advertising strategy and slogans overthe years. McDonald¶s is one of the most widespread fast
foodadvertisers. McDonalds Canadas corporate website says that thebusiness campaigns have
always focused on the "overall McDonaldsexperience", rather than just product. The purpose of
the image hasalways been "portraying warmth and a real slice of everyday life." Its TVads,
showing various people engaging in popular activities, usually reflectthe season and time
period. Finally, they have never in their advertisinghistory used negative or comparison ads
pertaining to any of theircompetitors; the ads have always focused only on McDonalds
alone.McDonalds has for decades maintained an extensive advertisingcampaign. In addition to
the usual media television, radio, andnewspaper, the company makes significant use of
billboards and signage,sponsors sporting events ranging from Little League to the
OlympicGames. 27 | P a g e
28. Television has always played a central role in the companys advertisingstrategy.Today,
McDonalds has used 23 different slogans in United Statesadvertising, as well as a few other
slogans for select countries andregions because slogans is also considered as important factor
inadvertising strategy.SLOGANSUSLet¶s eat out! (1960-1965)Look for the Golden Arches!
(1965-1967)The closest thing to home (1966-1969)McDonalds is your kind of place (1967-
1971)You deserve a break today (1971-1975)Enjoy the best food at McDonalds (1973,
concurrent with 1971 slogan)We do it all for you (also known as you, youre the one) (1975-
1979)Nobody can do it like McDonalds can (1979-1980) 28 | P a g e
29. You deserve a break today (1980-1983)Nobody makes your day like McDonalds can (1980-
1983)We cook it all for you at McDonalds (1982, concurrent with 1980 slogans)McDonalds and
you (1983-1984)Its a good time for the great taste of McDonalds (1984-1988)Its Mac Tonight
(1985, Mac Tonight advertising)McDonalds is your place to be (1986)Good time, great taste
(1988-1990)Theres nothing quite like a McDonalds (1988-1990)You Deserve A Break Today
(1989-1990, concurrent with 1988 slogan)Food, folks and fun (1990-1991)McDonalds Today
(1991-1992)What you want is what you get (1992-1995)Do you believe in magic? (1993-1997,
Happy Meal advertising)Have you had your break today? (1995-1997)My McDonalds (1997)Did
somebody say McDonalds? (1997-2000)We love to see you smile (2000-2003)Put A Smile On
(2000-2003)Smile (2002-2003)Im loving it (2003-present India) 29 | P a g e
30. BRANDING AND BRAND LOYALTYWhen you see the golden arches, what is the first thing
that comes toyour mind? Or what about when you see Ronald the clown, what comesto your
mind? Finally, what has 2 all, special sauce, lettuce salad on asesames bun? Hmmm« Sounds a
lot like McDonald¶s knows how tocapture your attention.One of things that McDonald¶s has
proved is that they are good atbuilding its brand loyalty. Even young children know that when
you seethe golden arches that you are close to a McDonald¶s. With itsinternational expansion
efforts, McDonald¶s has become one of the mostrecognized brands world-wide. A couple of
the things that has helped tobuild McDonald¶s brand is their constantly changing menu and
brandpackaging that meets the needs of their consumers.POSITIONING STRATEGYMcDonald¶s
positions itself as the leader in quick service restaurants. Inorder to maintain their standard,
they have started marketing to a youngerset of persons, much in the same way that their ³I¶m
Loving It´ campaigndoes. 30 | P a g e
31. They have send out FSI¶s (free standing inserts) as designed at the endof this report to
ensure that their loyal customers will be motivated enoughto try the new campaign even
though they have always loved and usedMcDonalds.These FSI¶s will also act as a way to get
customers who may have neverbeen to the store. Users and non-users alike will use the Club
McDonaldsto their advantage. They expect that their younger target will seek outmemberships
in Club McDonald¶s. The online points-tracker and profile will add to the innovation factor.
Noneed of paperwork when figuring out your point totals and prize eligibility.This is easy to use
aspect of the promotion is appealing to those whowere born with computers.Club McDonalds
is targeted at younger people who are familiar with creditcards and some of the rewards cards
that are part of them.WORLDWIDE GROWTH STRATEGYMcDonalds growth strategy is based on
three elements; 1. Adding restaurants. 2. Maximizing sales and profits at existing restaurants. 3.
Improving international profitability.Maximizing sales and profits at existing restaurants will
beaccomplished through better operations, innovation, productdevelopment and refinement,
effective marketing and lowerdevelopment and operating costs.Improved international
profitability will be realized as economies of scaleare achieved in individual markets and as the
company benefits from theglobal infrastructure.SERVICE MANAGEMENT STRATEGY 31 | P a g e
32. If we take any fast food restaurants the customer attracts firstly throughbrand and secondly
with the most important thing to consider i.e. isservices offered to them.If the services of any
enterprise is not suitable to customer than it achievethe aim that has been proposed by
them.This research describes the service management strategy employed byMcDonalds Corp.
in the operation of their fast food restaurant chain.The companys service management strategy
is described within thecontext of the service model. In this model, market segment,
thephilosophy culture image of the company, service systems, and humanresources are
considered. The service of the company is identifiedthrough following tools:TRAINING POLICYIt
is the goal of McDonalds to develop the highest level of skillamong all employees. Therefore, a
common training programmehas been established to develop staff and to meet the
trainingneeds of the company.McDonald¶s Head of Training is responsible for implementing
anddirecting the training programme throughout the company. OperationsSupervisors and
Restaurant Management participate in the programmeand are responsible for individual
restaurantresults.CREW MEMBERS1. Each crew member receives on-the-job training in every
area of therestaurant.2. Full-time staff is fully trained on all stations in the restaurant within
fivemonths, part-time within ten months. 32 | P a g e
33. 3. All 5-star crew members receive a Basic Certificate in Food Hygiene,validated by the
Institution of Environmental Health Offices.BUSINESS MANAGEMENT PROGRAMME1. A
management programme for those over 21 aiming for a directrouteinto restaurant
management following an intensive and structured trainingcourse.2. All managers follow the
Management Development Programme. Thefirst three months cover the three fundamental
areas of the business: y Food preparation y Cooking y Serving customers in clean and hygienic
surroundings.This is followed by a series of 12 training courses designed to back upwhat is
learnt in the restaurant and develop management, communicationand leadership.When
promoted to Restaurant Manager, training continues through theAdvanced Operations Course
covering staff development, motivation,stress management, communication and leadership. 33
| P a g e
34. CUSTOMER PERCEPTION AND CUSTOMER EXPECTATIONCustomer perception is a key factor
affecting a product¶s success. Manypotentially changed products have failed simply because of
their inabilityto build a healthy perception about themselves in the customers¶
minds.McDonalds being an internationally famous brand brings with it certainexpectations for
the customers.TARGET SEGMENTS VISITS MCDONALDS TOA parent with two Visits McDonald¶s
to give the children a treat.children.children¶s Want to visit McDonald¶s as it is a fun place to
eat.A business customer Visits McDonald¶s during the day as service is quick; the food tastes
great and can be eaten in the car without affecting a busy work schedule.Teenager Hangout
with friends, but keep it affordable. 34 | P a g e
35. Customers expect it to be an ambient, hygienic and a little sophisticatedbrand that respects
their values. The customer¶s expect the brand toenhance their self-image. Customer responses
obtained at the Vile Parle,Mumbai outlet confirmed the fact that they connect strongly with
thebrand. However, fulfilling some of the customer expectations like abroader product variety,
provide McDonald¶s a great scope forimprovement.MCDONALD¶S HEALTHY EATING
POLICYMcDonalds is committed to providing high quality, safe andhealthy food. It recognizes
the relationship between a balanced diet,lifestyle and health. 35 | P a g e
36. It supports the recommendations of the 1991 Committee On MedicalAspects of Food Policy
(COMA) report and the targets laid down in theGovernments White Paper¶ The Health of the
Nation by ensuringproducts conform with the guidelines. McDonald¶s contributes to
thedevelopment of wider healthy eating policies by working with governmentdepartments and
organizations dedicated to healthy eating.PRODUCTSMcDonalds continually reviews how its
products relate to dietaryrecommendations, at the same time it ensures maintenance of
quality,taste and value.McDonalds continues to seek quality new products which are inline with
dietary recommendations but, which satisfy customersexpectations. McDonalds committed to
reduce the amount of additives,especially preservatives and colorants in the
products.CUSTOMERSMcDonalds helps customers to balance their diet by providingdetailed
Nutritious information on all its products.STAFFMcDonalds encourages staff to understand the
principles of healthyeating. Specials training programmes are held for attainment of
thisobjectives.PARTNERSMcDonalds works closely with franchises, suppliers and distributors
tomeet their commitments to quality, nutrition, hygiene and food safety.ANSOFF PRODUCT
MARKET GROWTH MATRIX 36 | P a g e
37. The Ansoff Product-Market Growth Matrix is a marketing tool created byIgor Ansoff and
first published in his article "Strategies for Diversification"in the Harvard Business Review
(1957). The matrix allows marketers toconsider ways to grow the business via new products,
new markets ±there are four possible product/market combinations.This matrix helps
companies decide what course of action should betaken given current performance. The matrix
consists of four strategies: 1. Market penetration strategy 2. Market development strategy 3.
Product development strategy 4. DiversificationMARKET PENETRATION STARTEGYMarket
penetration is one of the four growth strategies of the Product-Market Growth Matrix defined
by Ansoff. Market penetration occurs when 37 | P a g e
38. a company enters/penetrates a market with current products. The bestway to achieve this
is by gaining competitors customers.Other ways include attracting non-users of your product or
convincingcurrent clients to use more of your product/service. Market penetrationoccurs when
the product and market already exists in market. McDonaldsis one most popular brand in fast
food in entire world. In 1975, the firstMcDonalds opened at Hong Kong, many thought that this
is was wrongmove for McDonalds. Various reasons were laid for this claim. Although,the main
reasons lays on the fact that Americans and Hong KongChinese at that time have very different
perception about food.McDonalds, being an American food chain, view breads full meal
whileHong Kong Chinese view them as snacks. As time went by, McDonaldsslowly became the
part of the Hong Kong landscape and way of life ratherthan just being an outpost of American
culture. Hong Kong Chinese soonaccepted that the food McDonalds serve are ordinary, thus
they are forordinary people like them.Future more, believes that the introduction of
McDonalds to the HongKong society changed the direction of the Hong Kong cultural
framework.Along with the rest of the world, Hong Kong was also McDonalized.MARKET
DEVELPOMENT STARTEGYA market development strategy targets non-buying customers in
currentlytargeted segments. It also targets new customers in new segments.A marketing
manager has to think about the following questions beforeimplementing a market
development strategy: Is it profitable? Will it 38 | P a g e
39. require the introduction of new or modified products? Is the customer andchannel well
enough researched and understood?The marketing manager uses these four groups to give
more focus to themarket segment decision: existing customers, competitor customers, non-
buying in current segments, new segments. McDonalds is currentlyfollowing above mentioned
strategy, to focus on market segments. Forserving synonymously to the existing customers they
are coming up withdifferent menus as per change in taste and preference of their customere.g.:
happy price menu, beverages including milk shakes and cold coffeesetc. Also, by keeping in
mind their rivals they are introducing products tocompete them e.g. to answer the KFC they
came up with chickenmcnuggets. They are adopting pricing policies for non-buying
customerand as well as new segments.PRODUCT DEVELOPMENT STRATEGYIn business and
engineering, new product development (NPD) is the termused to describe the complete
process of bringing a new product orservice to market. There are two parallel paths involved in
the NPDprocess: one involves the idea generation, product design, and detailengineering; the
other involves market research and marketing analysis.Companies typically see new product
development as the first stage ingenerating and commercializing new products within the
overall strategicprocess of product life cycle management used to maintain or grow
theirmarket share.McDonalds is always within the fast-food industry, but frequently
marketsnew burgers. Frequently, when a firm creates new products, it can gainnew customers
for these products. Hence, new product development canbe a crucial business development
strategy for firms to stay competitive. 39 | P a g e
40. McDonald¶s are always enhancing their existing product along with it; theyalso try to
introduce new and new products so that they can easily survivein
market.DIVERSIFICATIONDiversification is a form of growth marketing strategy for a company.
Itseeks to increase profitability through greater sales volume obtained fromnew products and
new markets. Diversification can occur either at thebusiness unit or at the corporate level. At
the business unit level, it ismost likely to expand into a new segment of an industry in which
thebusiness is already in.At the corporate level, it is generally and it¶s also very interesting
enteringa promising business outside of the scope of the existing business unit.McDonalds
made its foray into the hospitality industry in 2001, openingtwo hotels in Switzerland, at Zurich
and Lully. The "Golden Arch Hotels"were positioned as four-star facilities with the latest in-
room technologyand very original, modern interior design. Reactions and reviews ofguests
following their stay there were mixed.Most seemed to agree, that the hotels four-star rating
didnt seem tocorrespond with McDonalds image. The Golden Arch in Zurich isMcDonalds first
hotel.IMPORTANCE OF PLC IN MCDONALD¶S 40 | P a g e
41. The requirements of customers change over time and thus the productoffering has to be
changed accordingly. What is the trend today may beout of market within few weeks. Thus
continuous innovation is required.To counter these changes McDonalds has continuously
introduced newproducts and has phased out the old ones which were at the declinestage of
their PLC. The introduction is timed such that the new productdoes not cannibalize (which eats
same of it) the product already in thematurity or growth stage. Thus the secret lies in getting
profits withdifferent products in the different stages of the PLC.A perfect example of revitalizing
a product in decline phase 41 | P a g e
42. The French Fries have been an important part of the McDonalds menuworldwide. But now
it was in the stage of decline and was actually notgenerating proper return. In an attempt to
revitalize it, a new variant wasintroduced namely Shake Shake Fries. This is being served with
chatpataspice mix which has resulted in increase in the sales of French Fries andhas elevated it
from to the decline stage.This is used to delay the decline of a well established product which
hasthe potential of generating further revenue. 42 | P a g e
43. MCDONALIZING THE SUPPLIERSMcDonald¶s has changed the nature of not only the food
service industrybut also the food processing industry as well. McDonald¶s realized thatthe
battle between fast food chains would increasingly be one ofefficiency of supply, lower cost
production and greater desire to innovate.It pioneered with innovative and sophisticated food
distribution andpackaging systems when the traditional food processors were unwilling
orunable to supply food items that McDonald¶s demanded. They achievedamazing consistency
by giving more attention than anyone else to fieldservice and training at store level. Production
was concentrated in hugeplants devoted exclusively to McDonald¶s. McDonald¶s also started
withtiny suppliers and grew with them displaying great loyalty.Nowhere is the supplier loyalty
more evident than in development of new,improved products. Some of McDonald¶s classic
food items like Filet-o-Fish, French Fries, and Chicken Nuggets etc. are results of
supplierinnovation. Interestingly, it took KFC more than three years before infinally introduced
its own version of chicken nuggets. Thus suppliertechnological expertise had given McDonald¶s
a product which was not amere marketing innovation but a technical one. McDonald¶s
attempted tosqueeze labour out of the stores by moving more preparation back intothe
processing plant, creating the opportunity to develop unique productsbased on suppliers¶
processing skills. For the first time, McDonald¶ssuppliers became the focal point of new
product development. Thisconverted the fast-food industry¶s most fragmented distributed
systeminto more efficient one which helped McDonald¶s reduce its inventory andmanage costs
effectively.OPERATIONS COMPETITIVE STRATEGY 43 | P a g e
44. McDonald¶s Corporation competes in a challenging market segment byproviding need-
satisfying products to customers. In this segment,ineffective competitors often fail without
proper strategies.To sustain its viability, the McDonald¶s corporation employs an
effectivecompetitive strategy to make it stand out against competitors such asother fast food
restaurants. McDonald¶s competes on several bases,including: 1. Cost 2. Speed and 3.
Nutritiontheir strongest priority is ³making customers happy´. The companyrecently made
strong changes to its process by introducing the ³Made forYou´ system.COMPETITOR¶S
ANALYSISMcDonald¶s has been a leading fast-foods outlet in Vile Parle. But theoutlet
understudy has other competitors eating away into its marketshare. In addition to its traditional
rivals²KFC, Dominos, Pizza Hut²thefirm encounters new challenges. Jumbo King competes using
a back-to-basics approach of quickly serving up burgers for time-pressedconsumers. On the
higher end, the KFC has become potent competitor inthe quick service field, taking away
customers from McDonald¶s.Perhaps in the new environment, fast, convenient service is no
longerenough to distinguish the firm. At this time, a new critical success factormay be
emerging: the need to create a rich, satisfying experience forconsumers.This brings us to
service and experience based competition whichMcDonald¶s can use for competitive
advantage against Jumbo King. 44 | P a g e
45. Keeping in mind the demographics of the area, McDonald¶s has Wi-Fienabled the outlet to
cater to the student community.It is for this overall ³Food, Fun & Folks´ experience that
customers pay apremium over the other competitors.MCDONALD¶S
COMPETITOR¶S:COMPETITION BASES:SPEEDMcDonald¶s competes on several bases mainly to
³make their customershappy´ by providing speedy, affordable, and nutritious foods.Through
extensive market research and survey, the organizationdiscovered that its customers desire
speed as one of the restaurants¶ toppriorities.Therefore, McDonald¶s vision aims to ³provide
fast, friendly and accurateservice´. McDonald¶s realizes that specific targets are necessary to 45
| P a g e
46. measure the performance of speed, and continuously takes relevantmeasurements to
compare actual performance with desired targets. Toachieve efficient service times, the
company utilizes proven, standardizedtraining processes for its employees and new drive-thru
layouts to reduceservice times. Along with speed, McDonald¶s also competes by offeringprices
at a low cost.COSTTo offer high quality products at low cost requires efficient
processesthroughout the entire McDonald¶s organization.Once again, this goal is built into
their vision statement when they claimthat ³We will be the most efficient provider so that we
can be the bestvalue to the most people´. McDonald¶s incorporates several ways
ofapproaching to provide great value to its customers. One strategy that thecompany has
employed for many years is the value meal.The value meal allows customers to buy a sandwich,
French fries, andbeverage at a discount when purchased together. McDonald¶srestaurants
offer from seven to twelve value meals, both for their lunchmenu and breakfast menu.More
recently, McDonald¶s began offering a 46 | P a g e
47. value menu, consisting of many individual items costing only $1.00 each.First tested in
southern California, the value menu has proved to be verysuccessful and has been since
incorporated to the individual stores.Some individual franchise owners choose to offer daily
specials of specialmenu items, such as ³$0.39 hamburger Wednesdays,´ or other similarspecials.
Big Mac Mondays are a popular regional promotion.NUTRITIONMcDonald¶s third main
competitive base is nutrition. The organizationunderstands that health trend is an increasingly
popular trend therefore;the organization has recently focused extraordinary efforts to
promotetheir new nutritious choices. Although not specifically built into theorganization¶s
vision, McDonald¶s has already introduced many options toachieve this goal.In the United
States, ³Go-Active´ meals have been offered within the lastfew years. These meals include a
salad, bottled water, and a ³step-o-meter´ to help customers keep track of how many steps
they take a day.Other countries have seen similar healthy options. The United Kingdomsaw
fresh fruit bags, containing apples and grapes, as an alternative toFrench fries. Not only does
McDonald¶s care about its customers, but it isalso considerate of its employees¶ health. In
Europe, the organizationworked with external nutritionists to develop an ³Employee Guidebook
´which contains tips and nutrition information for healthy lifestyles.McDonald¶s has assembled
their Global Advisory Council on BalancedLifestyles. This council consists of exercise & obesity
specialists,environmentalists, and other professionals to ensure that McDonald¶stakes
appropriate steps in helping its customers achieve optimal health. 47 | P a g e
48. The company is also utilizing technology to their advantage. The currentMcDonald¶s
website lets a user select any combination of menu items,place the items in the online bag, and
conduct a nutritional analysis ontheir selections. The user can break down the analysis even
further thana menu item, down individual condiments, including ketchup; pickles etc.Not only
has the company introduced many steps to ensure nutrition, butit will strive to continue the
trend toward nutrition. McDonald¶s plans toadd additional healthy menu options (fruits and
vegetables) increasenutrition awareness among McDonald¶s employees; conceive new waysto
deliver nutrition information to its customers, and other actions.CHANGE IN STRATEGYMade for
YouMcDonald¶s organization recently underwent drastic strategy changes toserve better to
their customers. Under their ³old system,´ the companywould make several sandwiches at
once, and hold the sandwiches in awarming bin until purchased by a customer. Under this
system,management had to accurately predict how much food had to be put onhold. Accurate
prediction had to be used because if there were notenough food placed on hold, this would
create the problem of increasewaiting times for customers, and too much food would cause
waste of 48 | P a g e
49. expired items. McDonald¶s dramatically changed their strategy in order tostay competitive
with other fast food organizations.In 1999, McDonald¶s spent $181 million to introduce their
³Made for You´system. Under this new system, standard food items are not held in a binuntil
they are sold. In the ³Made for You´ system, modern technologygreatly assists McDonald¶s
operations. When a customer places anorder, the sandwich items are immediately displayed on
a computermonitor in the kitchen and a tone sounds to alert the kitchen staff.Upon a new
order, an employee in the kitchen will toast the bun, andassemble the sandwich
accordingly.Standard items simply list the name of the sandwich, while customizedorders list
the sandwich name and the desired condiments. Once thesandwich is assembled, it is
presented to the food loading area, where adifferent staff person retrieves the sandwich and
completes the order byadding French fries, desserts, etc. The system works the same for
frontcounter orders as well as drive-thru orders.Unfortunately, the introduction of the ³Made
for You´ system did not comeeasily. McDonald¶s watched its customer satisfaction drop for the
threeconsecutive years beginning in 1999. After further research, they realized that although
the new systemprovided fresher food, it was not as quick as the previous system. Insteadof
reverting back to the old system, McDonald¶s continues to fine tune³Made for You´ and add
new options to help the system work faster.Revitalization PlanIn order to cope with the first
ever quarterly loss that resulted frominefficient use of the Made-for-you-system McDonald¶s
has devised a newplan to increase profits. Previously, the corporation emphasized adding 49 | P
a g e
50. more restaurants to increase sales, but the new plan places emphasis onincreasing sales at
existing restaurants.The new plan will reduce spending, to enable more cash to
shareholdersthrough dividends and share repurchases. Specific goals of therevitalization plan
are to: y Attract new customers y Encourage existing customers to visit more often y Build
brand loyalty y Create enduring profitable growthThe main goal is to increase sales by creating
an exceptional customerexperience. McDonald¶s plan is to achieve this goal by focusing on
itspeople, products, places, prices, and promotions.MenuAlong with changes in their process
strategies, McDonald¶s has flirtedwith menu changes as well. Last year, they offered a ³new
taste menu,´where they offered a new sandwich for one week. The purpose was tooffer
customers a variety of options to satisfy peoples¶ desire for variety.However, the new taste
menu proved to be ineffective.Some customers would fall in love with an item, but it would
only last oneweek, and they would be frustrated that they couldn¶t purchase their newbeloved
favorite sandwich.More recent changes to the menu have proved effective. McDonald¶realized
that many of today¶s customers seek healthy food options, andtheCorporation has offered
items accordingly. As mentioned above in³Competition Bases,´ McDonald¶s now offers a wider
variety of nutritious 50 | P a g e
51. items and provides information to help its customers as well asemployees make informed
healthy choices. E.g. Vegetarian MenuCORPORATE SOCIAL RESPONSIBILITY³At McDonald¶s,
making customers happy is what our business is allabout. And we know it takes a lot to make
that happen. We work hard toprovide every customer with a choice of meals and an experience
thatexceeds their expectations.´The preceding statement is the quote which introduces
McDonald¶sWorldwide Corporate Social Responsibility Report (2004). Although thecompany
strives to compete on several bases, their ambient goal iscustomer satisfactions. They reach
this goal through a variety of efforts.McDonald¶s visionary goal is to continually improve their
organization.One example is the manager on duty task of completing a ³travel path´every thirty
minutes of his shift. During a travel path, the managerpersonally checks every aspect of the
restaurant, including: the lobby 51 | P a g e
52. area where customers eat, the restrooms, the grill area behind thecounter, the walk-in
refrigerators and freezers, the stock area, as well asthe entire perimeter outside the
restaurant.Through completing travel paths, management continuously checks everyaspect of
the restaurant throughout the day.In addition to short term continual improvement,
McDonald¶s organizationalso thinks ahead for long term improvement.To ensure that they
serve 100% safe food, McDonald¶s conducts foodsafety tests multiple times throughout the
day. The corporation changes³Food Safety´ book used by the managers several times a year, in
effortsto think toward the future for the most appropriate variables to measure.Along with
internal improvement to the organization, McDonald¶s alsocollects external information from
its customers to discover which aspectsthe company performs well, and which aspects could be
improved. Themanager is supposed to talk to at least one customer during each travelpath and
the manager can immediately react to this direct face-to-facecommunication. On a larger scale,
McDonald surveys its customers twotimes per year. To entice customers to submit feedback,
the organizationoffers a free sandwich in return for a completed survey.In summary,
McDonald¶s strives to reach its goal of ³making customershappy´ through their normal
competitive bases of speed, price, andnutrition, and they also ensure customer satisfaction
through continualimprovement of their operations.SWOT ANALYSIS 52 | P a g e
53. The Road Ahead y Entry to Tier 2 and Tier 3 cities ± The main target customer for
McDonald¶s is the new urban Indian family. With the customer demographics constantly
changing and tectonic social and cultural shifts being observed in Tier 2 and Tier 3 cities due to
globalization, the company is now expanding to Tier 2 cities like Pune and Jaipur. y Rolling out
McBreakfast across all outlets ± In India, the company has recently launched its entry into the
breakfast food category. This is now launched on a pilot basis on select stores. In Mumbai, it
available at the Vile Parle outlet. The company views this category as a key growth driver in
future. VS 53 | P a g e
54. The young generation of India has moved towards junk food against thetraditional Indian
homemade food. People have started to live a fast andspeedy life, so much so that they prefer
going to the junk foodie¶srestaurant and eat food in just few minutes instead of making
lunch/dinnerat home and wasting 2 to 3 hrs in preparing it.It all started with the invention of
McDonald¶s in INDIA, junk food hasbecome more popular between the young youth as
McDonald¶s launchedits branch in most of the major cities of INIDA. Along with
McDonald¶smany other junk food brands have started their business here.One of a direct
competition to the evergreen business of McDonald¶s thatrecently launched here in Mumbai is
Kentucky Fried Chicken commonlyknown as KFC which is famous for its fried chicken.Non-Veg
lovers can have a feast in KFC, the VEG lovers are sidelinedand are not taken of that much care;
there is no variety for the veggieshere in KFC, as much as they have in McDonald¶s.In MC
Donald¶s you get a wide variety of choices for both VEG and NON-VEG lovers. When it comes
to Quality ± KFC is far behind from MCDonald¶s, they really need to maintain their quality
standards well if theywant to rise up the ladder and compete with McDonald¶s.Presentation
skills also matters ± and no one can really beat MCDonald¶s for that, they have these different
offers from time to time, theyhave special offers for 12 months of the year for kiddies, they give
awayfree toys etc, all this is really required if you want to win away the masses.KFC does not
offer any of those. Presentation skills at KFC are reallypoor. 54 | P a g e
55. So my advice to KFC would be ± pay more attention to peoplemanagement, communication
skills, have a complaint box or feedbacksurvey done which will help you know where and what
is you lackingbehind.MCDONALD¶S EXPERIENCEMarketing in a services industry is becoming an
increasingly complexchallenge. The paradigms of service marketing demand a
passionateunderstanding of customer expectations and perceptions, and linkingthem to
product design & delivery as well as operational planning. This iswhere McDonald¶s has
excelled due to its ability to successfully integratethe customer¶s perspective in its products
and operations in acomprehensive manner. The revamped menu in India is an example
ofMcDonald¶s strategy of integrating the customer¶s perspective in itsproducts. And, the
operational integration is clear from McDonald¶semphasis on its suppliers as its customers as
well as its treatment of itsconsumers as co-producers of services. The ultimate aim of
ServiceMarketing is not just to become a Service Leader but to create a ServiceBrand. The
Service Delivery Process is the key to achieving this aim ofService Marketing. Supplementary
process Service delivery process Core productsDuring the Service Delivery Process, each
moment of interaction betweenthe firm and the customer, called ³Moments of Truth´, helps
understandthe opportunities that a firm has to win or lose the customer. For example,these
³moments of truth´ are created for McDonald¶s every time the guard 55 | P a g e
56. at the McDonald¶s outlet meets the customer, every time an attendanttakes down the
order from the customer waiting in the queue, every timethe cashier interacts with the
customer, every time the attendant helps thecustomer guided the customer towards the table,
every time the attendantcleans the table, etc. ³Moments Of Truth´ ± The Service Encounter
customer service provider service delivery pointsManaging these ³moments of truth´ is a great
challenge in ServiceMarketing especially due to customer¶s involvement as a co-producer
ofservices e.g. McDonald¶s self-service concept wherein the customer notonly collects the
order but also cleans the table after consuming the food.However, McDonald¶s has been able
to create a great experience for itscustomers by understanding the nature of the entire Service
DeliveryProcess and the various stages in the process that are exposed to thecustomers.
Transparency in the processes at its outlet has helpedMcDonald¶s bring the back office in its
outlet at the front so that thecustomer is able to know the operations and provide feedback on
servicedesign improvements. 56 | P a g e
57. Internal Customer Focus is equally important as External CustomerOrientation in order to
win these ³moments of truth´. McDonald¶s focuson its People and their service delivery
methods therefore plays a veryimportant role in creating a successful Service Brand. The quality
and theconsistency of the service delivered by McDonald¶s have been greatlyenhanced by the
combination of the factors mentioned above. This hashelped McDonald¶s become Service
Leader and a successful ServiceBrand. This is evident from the fact that very few of its
customers opt fortake-home parcels or home deliveries while most of them prefer to eat atthe
outlet and enjoy the McDonald¶s experience.FACTS AND FIGURESYear Events1955 Ray Kroc
opens his first restaurant. McDonald¶s Corporation is created1957 Quality, Service, Cleanliness
and Value (QSC & V) becomes company motto1963 Ronald McDonald makes debut1965 The
company goes public1968 Big Mac is introduced`1974 Happy Meal is launched1996
McDonald¶s opens in India, the 95th countryWORLDWIDE FINANCIAL PERFORMANCEDollars in
million 1990 1991 1992 1993 1994No. of restaurants 11,803 12,418 13,093 13,993 15,205 57 |
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58. System wide sales 18,759 19,928 21,885 23,587 25,987- US 12,252 12,519 13,243 14,186
14,941- Outside US 6,507 7,409 8,642 9,401 1,046Total revenues 6,640 6,695 7,133 7,408
8,321Operating profit 1,596 1,679 1,862 1,984 2,241Net profit 802 860 959 1,083 1,224
ACTIVITY TIME BUDGET ($) PERIODAverage age of big Mac product 2009-2011
1,000,000.Promotions of big Mac product Complete 3,00,000 year 2009Mcdelivery service
2009-2011 50,000Launched N mixed Happy meal 2009-2011 300,000Reputation in training
2009-2011 25,000Marketing Advertisements 2009-2011 1,00,000 58 | P a g e
59. Adapting automated machines 2009-2011 40,000 Total 1,815,000 budgetMCDONALD¶S
INDIAN SUPPLIERSNORTH AND EAST INDIA NO.OF OUTLETSDELHI 33U.P. 22HARYANA
11PUNJAB 7RAJASTHAN 3UTTRANCHAL 1WEST BENGAL 1HAMACHAL PRADESH 1WEST AND
SOUTH INDIA NO.OF OUTLETS 59 | P a g e
60. MAHARASHTRA 32GUJARAT 7KARNATAKA 7ANDHRA 4M.P. 3MCDONALD¶S OFFER
SCHOLARSHIP TO STUDENTS IN USLocal Chapters of Ronald McDonald House Charities (RMHC),
withsupport from RMHC Global, McDonalds Corporation and McDonaldsrestaurants, offer
scholarships to students from communities who facelimited access to educational and career
opportunities. Thesescholarships are part of the RMHC and McDonald¶s ongoing
commitmentto education.HAMBURGER UNIVERSITIES 60 | P a g e
61. Today, more than five thousand students attend hamburger universitieseach year. Since
1961, more eighty thousand restaurants managers, mid-managers and owners have graduated
from this facility.QUESTIONNAIREQ. Which is your favorite product at McDonald¶s? favourite
product 10% 7% 9% 14% maharaj mc11% mc chicken burger 11% french fries chicken
mcnuggets mc puff 38% fileto fish otherQ. Is the product line in McDonald¶s adequate? 61 | P a
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62. is the product line adequate 39% 27% yes no average 34%Q. What is the main problem you
faced at McDonald¶s? problems faced in McDonalds long queues 40% 28% rude behaviour of
employees congestion 13% 15% other 4% no problemQ. Which area do you think needs the
most improvement? 62 | P a g e
63. improvement 10% 6% 10% 31% delivery capaciousness product variety 20% price 23%
offers and dis othersQ. What is the first thing that strikes your mind about McDonald¶s? first
thing about McDonalds that strikes customers mind 22% 32%4% burger golden arches service
17% 25% value for money funQ. Do you like McDonald¶s? 63 | P a g e
64. customers view points 7% 12% yes no 25% 56% yes & no no exp CONCLUSIONMarketing
Strategies implied by McDonald¶s clearly gives the entirecomprehensive information that is
necessary for the growth anddevelopment of a business enterprise. Basically, the strategies
that areimplemented by McDonald¶s includes many basic essentials features likemarket
research, innovative ideas, customers views, forecastingconsumers demand, planning,
organizing etc, these are the few basicessentials elements that plays a vital role for the
successful business andalso in creating the brand name of a product. Today, in this fast
movingdynamic world the demand for goods and services are increasing at analarming rate due
to which there is greater competency and competitorsruling in the market. Therefore, most of
the companies adopt differenttypes of marketing strategies in order to serve their customers in
a morebetter and efficient manner than their competitors so that, their businesscan easily
survive in the market. Even corporate companies like Relianceand Tata industries are
implementing various strategies from past many 64 | P a g e
65. years. This shows that marketing strategies provides competitive edge forevery business
unit. BIBILOGRAPHY www.McDonald¶sIndia.com www.Google.com www.wikipedia.com 65 | P
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