Case Study of McDonalds

Summary of Case Study:

This Case Study gives a brief outline and background on McDonald’s worldwide operation, and how a simple restaurant became a worldwide success. It focuses particularly on how in Australia, McDonalds grew to become a multi-million dollar business from its humble beginning in Yagoona, Sydney to more than 820 branches across the country. It also gives a glimpse of McDonalds Australia’s current CEO, Catriona Noble, and how she worked herself all the way up the corporate ladder from being service crew at age 14 to her current position as CEO at age 40. Her story and example prove that hard work, perseverance, willingness to learn new things, taking on challenges and embracing change to adapt to ever-changing trends and demand in the market, together with investing in training and maintaining quality staff who provide quality customer service, culminate in a recipe for success.

Question 1: As an Organization, what is the purpose of McDonald’s, how is the organization structured, and what importance do people play in helping the organization meets its purpose? Before you answer this question, you may want to check the company website www.mcdonalds.com.au?about-us to see what McDonald’s Australia identifies as the values that guide the organization.

McDonalds is one of the largest fast food restaurant chains in the world, with over 30,000 restaurants in more than 120 countries worldwide. McDonalds Corporation has its head office in Illinois, USA. Some of the restaurants are operated by the corporation itself, but the majority are operated by affiliates or franchisees. While McDonalds follows the same set of basic rules and operating standards worldwide, some things, such as product range, branding, advertising, and business hours, vary from country to country to adapt to culture, current trends, varied tastes, and expectations of the consumers in the countries in which they operate.

People are the core and the backbone of McDonalds, and therefore play an integral role in helping McDonalds as a corporation to achieve their purpose and core values, which are all focused around people and the community.

McDonalds intergrades their core values with their daily operations. These include: giving back to the community; growing the business profitably; striving to continually improve; operating the business ethically; commitment to their staff and employees; and believing in the “Macca’s System.” The “Macca’s System” is described in their business model as a three-legged stool, where the operators/owners, the employees, and the suppliers are all of equal importance. The foundation of the company, and balancing of interests between all three is key to the ongoing success and growth of the corporation. McDonalds ensures that each branch is up to par, that all customers and employees are treated with respect, and that the customer’s expectations of quality service, cleanliness, and value are met.

Question 2: As the CEO of McDonald’s Australia, what is Catriona Noble role? Using the four function as a guide, what activities does she need to undertake in managing the Australian operations of McDonald’s? How would this differ for a first assistant manager at a McDonald’s restaurant?

As the CEO of McDonalds Australia, Catriona Noble is responsible for the leadership of McDonalds Australia, its ongoing successful development, and ensuring the integration of McDonald’s business plan in Australia. She is also responsible for the management of public affairs, marketing, supply chain, and the overall operations of McDonalds in Australia and the Pacific Islands.

In order for Catriona Noble to successfully manage the operations of McDonalds Australia, she must first of all have a plan in place that identifies its goals, outlines steps, and a timeframe as to how and when the identified goals will be successfully achieved.

Once the strategic plan is in place, Catriona Noble must organize the company and her employees by ensuring her employees are aware of her expectations. This is done by identifying what needs to be done in various areas of the company to meet the specific needs of each of the stakeholders, including customers, employees, and shareholders. Catriona must also ensure that guidelines and steps are put in place, and make sure the goals are met within the given timeframe.

To be an effective CEO of McDonalds Australia Catriona Noble must lead by example and demonstrate excellent leadership and communication skills to successfully lead and motivate her employees—from entry level employees to top executives—to excel in whatever task is assigned to them.

Catriona Noble must also remain in control, ensuring that each activity, goal and plan are accomplished, and that the strategic plan, objectives, guidelines and core values are followed throughout the process.

One of the main differences between Catriona Noble’s current job as CEO of McDonalds Australia and her first job as assistant manager, is the weight of responsibility for the decisions that she makes and the impact or ripple effect that a decision may have on the company, including a large number of people. Some other differences between the two positions include the complexity of her job, the level of accountability, and being responsible to manage a wide range of levels of employees, from lower management up to top executives.

Question 3: In what ways do  Catriona Noble’s technical, human and conceptual skills influence how she aims to maintain an environment that encourages innovation, customer service and sustainability at McDonald’s Australia? Be specific in your description.

Having worked her way from the a casual employee to the CEO of McDonalds Australia, Catriona Nobles has had firsthand experience in working at all levels within the company, which gives her the technical and practical knowledge needed in making complex decisions. Her experience enables her to maintain an environment that encourages continued innovation and growth of the company. Catriona Noble’s enthusiasm, work ethics, principles, and her willingness to learn and take on new challenges, played a key role in her rapid ascend up the company ladder. Her leading example and ability to listen to the feedback from customers, employees, and suppliers, has resulted in strong relationships with all parties, and stake holders. As a result, Catriona Noble is looked up to as a leader who demonstrates great knowledge and understanding of all aspects of the business, and someone who inspires her team by creating a culture of teamwork amongst the 300 franchisees, and more than 4,000 suppliers who work together to continuously improve their service to their customers.