(精选)商务英语综合教程(上册)Unit 13 Quality of Service at McDonalds课件.pptVIP

Unit Thirteen ;Introduction; Text ; 1 McDonald’s wins not only on fine food but also on good service. The connotations of its quality service are the comfort and pleasure rendered by the premises and the good performance provided by the new people. 2 While catering environment is often ignored or little attended by many restaurants, McDonald’s management takes pains to study how its outlets can offer to the largest extent comfort and pleasure. The study goes into such details as the height and size of counters, tables, and seats, the color of walls, the decorations on walls and layout of the premises, all of which are of greatest benefit to customers. After the study, the management selects the; 4 Obviously, it is the crew who make the speediest service possible, who exert the impression on customers, and who build up the best perceptional image of McDonald’s. Paradoxically, hardworking and important as they are, they are paid the minimum wages. Benefits such as health insurance, paid holidays and paid sick days are entirely out of the question for the crew at most franchisees. McDonald’s has the reason to justify its payment policy because most of the crew are part-time workers and employee turnover rates are extremely high. The lack of employment benefits is related to the part-time employment. In this case, why the low-waged crew people work so hard can be a question of immense interest. ; 5 Naturally, managers play a major role in keeping them working hard. At the stores, on one hand, the computerized cash registers make it possible for managers to closely monitor the crew’s work. The figure tells clearly who has brought in the most amount of money during a given time period and who is doing the best job of persuading customers to buy a particular item. On the other hand, managers are always present behind the counter or walking around in the premises. During busy periods several managers will be there, w