Week 12/ Chapters 8 & 9 5
1.From the perspective of both McDonald’s and its customers, what are the pros and cons of outsourcing drive-through ordering?
The pros are that it will save McDonald’s money in employee training and wages. Customers will experience a streamlined ordering process, and could have a higher success of orders being correct by eliminating a step in the communication channel. The cons are that many people still like to have customer-employee interaction, and this would be minimized.
2.What risks to customer relationships does a local McDonald’s restaurant assume when utilizing outsourced drive-through service? How can these risks be minimized?
McDonald’s will risk a lot by taking the employee interaction out, but there are ways they can work around this. If the company is willing to set up a system that easily lets the customer communication with an employee at the restaurant for assistance if and when needed, it could keep customers happy.
McDonald's