service area. They did not provide a pleasantambiance for customers to dine in.McDonald's communication and leadership were also lacking. The only communicationbetween employees and customers was the placement of orders. The employees provided nofeedback in terms of double-checking orders or communicating any delays that might occur. Communication between employees consisted of loud yelling throughout the kitchen. In terms ofleadership, we did not see a manager present during our entire visit.Diagnosing Burger King was a little more difficult because they do not provide customerswith literature (pamphlets) communicating goals and policies, as McDonald's does. However,Burger King's goals seemed quite clear. They want to individualize each customer's order andprovide the fastest service possible. Burger King's policy is to give the customer many choices and to accurately and quicklyprovide whatever the customer chooses. This policy is reflected in their slogan, "Your way, rightaway." Operating under this policy makes it very easy to achieve their goals. Through the manychoices they provide it is easy to customize each order.Burger King's procedures are also consistent with their goals. In order to individualizeeach order they provide customers with many options when ordering. Some options include friesor onion rings, cheese, bacon, mustard, ketchup, mayonnaise, lettuce, tomato, pickles, and onion. The customer can pick any combination of these options that they desire. To facilitate fast serviceBurger King takes customer orders on a continual basis. One employee takes the customer'sorder, the customer then moves down the line where another employee is preparing the order. Meanwhile, the original employee is taking another customer's order. Customers also get theirown drinks while they are waiting for their meal. This makes service much faster in thatemployees do not have to prepare drinks or provide refills.The climate at B...
