The document outlines a plan to improve customer service and operations at a local McDonald's restaurant. Key points include: 1) Implementing improved training programs for new employees and managers on customer service skills. 2) Developing a detailed incentives program for employees and a new cross-functional structure to involve employees in decision-making. 3) Shortening the time to replace managers when they leave to avoid overburdening existing management. 4) Installing a touchscreen order system in the drive-thru to speed up service and accept credit cards outside. The project is estimated to cost $60,000 and take 3 months to complete.

1. By:
PM / Johnnie Farmer
Edezal Carr
Ahmad Clemons

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Table of Contents
Table of Contents ................................................................................................................ 2
Executive Overview ............................................................................................................ 3
Skill sets .............................................................................................................................. 5
Motivation & Mentoring ..................................................................................................... 7
Procedures for Managing Conflict & Bias.......................................................................... 9
Recruiting the Right Team Members ................................................................................ 11
Appraising & Rewarding Team Members ........................................................................ 13
Lessons Learned................................................................................................................ 15

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Executive Overview
For years McDonalds has been a very successful fast food franchise. The home of the big
Mac, but over the years their repetition for one of the largest fast food restaurants chains began
to be shadowed by poor customer service and under skilled employees right out of high school or
dropouts with no ambition to advance and gain skills that will eventually get them careers. So we
as the consumer are privy to bad attitudes, inaccurate orders, and no since of individualism being
treated as if we are worrying the person working the register when we stare at the menu
indecisively. There seems to be no stable structure that is followed on a consistent basis, you
may see a store manager working at the register and the drive thru window at the same time with
subsidiary employees just standing around as if they wish they weren’t there.
Our mission is to implement a new customer service structure and drive thru station. This
problem is something that our firm thinks we can assist McDonald’s with and restore the pride of
being one of the largest fast food restaurants and one of the most popular kid’s places in the
United States.
After an observation of a local McDonald’s restaurant here in Norfolk I noticed some
disturbing trends such as poor customer service, orders done wrong with no apology or remorse,
the lack of enthusiasm for the job. We came up with some changes that can better this location’s
revenue and overall appeal. The first thing we would do is implement an improved training
program for new employees which will consist of a class on customer services that would be
followed up with a test on what was covered. There will also be a class for managers to attend to
help them better understand what is expected of them considering most are right out of school
and have no managerial background or training. A detailed incentives program will be

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implemented consisting in part a formal greeting when customers enter and upon departure a
“thank you for visiting come again” or something to that effect.
We will look at options on implementing a new cross functional structure that will put
responsibility on employees as well as management, this structure will also let the employees
feel as if they are part of the daily decision making process.
What was noticed at this location is when a manager quits or is fired for one reason or
another the window of time between replacing that individual is too wide sometimes taking
weeks putting a strain on the existing management to work longer hours to compensate for being
without that manager. There will be evaluations done just for this reason every six months to
determine who is the most qualified at any given time to replace that manager closing that
window to a day or two.
And finally, something to speed service up, a touch screen drive thru. At first our firm
thought we had came up with an idea that had not been thought of but to our surprise it has been
done and done effectively so we are sure that it will work for our project. It consists of a touch
screen that you use to place your order. Credit cards will be accepted directly from outside at the
touch screen eliminating the confusion and misunderstanding between customer and drive thru
worker.
We project that we can implement all the items described above in 3 months with a
budget of about $60, 000.

5. 5
Skill sets
In reference to the project that our group will be initiating, planning, integrating and
executing to some extent the project manager will have the skills to successfully control and
monitor the project on multiple levels. The duties of the project manager will be to create a team
of qualified individuals to execute the project. Normally the responsibility of the resource
manager, in this case, the project manager will act as the resource / project manager.
The first duty as project manager will be to choose and hire the team. The project
manager will also be responsible for look at options on implementing a new cross functional
structure that will put responsibility on employees as well as management, this structure will also
let the employees feel as if they are part of the daily decision making process. The project
manager will also be responsible for coming up with a detailed incentives program for
employees and management alike. The team will consist of a Public Relations specialist, a
Quality Assurance specialist, and a Sub Contractor.
The Public relations specialist will be responsible for the training of management and
assistant managers who in turn will train new employees. In recent days the response from the
publics view has not been a very tasteful in regards to the organizations customer service. The
mission that our Public relations specialist will take on is thoroughly revamping the whole
process of our employee to customer relationship. We will start at the top of the chain of
command and allow our process to role down hill. Our managers will be taught new methods in
ways to deal with not only subordinate employees but customer relations as well. Public relations

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will implement a new greeting process to managers and it turn the managers will teach courtesy
and respect for the customer to all other employees.
Quality Assurance will ensure just that. Our service will be as such that the primary
reason for customer returns will be due to high quality service which will by no means go
unnoticed by management. There will be incentives implemented within the organization to
recognize individuals who have gone above and beyond to ensure customer satisfaction and
upholding the company code of ethics. Such incentives may be but are not limited to promotions,
bonuses, and certificates of achievement for the most customers served with no returned orders
or wrongly filled orders, and many other incentives. This will be the job of our Quality
Assurance Rep.
Our Sub Contractor will install and fully train up the management and selected lead
supervisors to fully understand the whole process of an automated drive through. The contractor
will be readily available during the first week or two depending on how everything is put
together to ensure a smooth operation while trouble shooting and solving any issues with the
automated drive through that may arise. Management will ensure that any further training that is
needed to operate automated drive through will be received by those individuals selected to assist
customers.

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Motivation & Mentoring
To ensure that the progress of our project keeps its timely course until completion while
maintaining its financial stability I would like to propose the following ideas to motivate and
guide our team members in each field.
1. Offer a reward for completing the project ahead of schedule. This can be paid time off or
monetary compensation. This will motivate the team to finish the project in a timely
manner.
2. Chose a worker of the week and reward that person for his/her achievements. Have one
person who has contributed substantially to the project progress be recognized for their
hard work.
3. Let the team members know what having the completed project in their portfolio will
mean to their career. The experience and knowledge gained from working on a project
will be a key item on their resume.
Additional motivational factors for our managers will be having a working team that
has met all of the expectations and daily goals set out in the beginning of our project to include
quality service to our customers. The request of subordinate employees wanting to work with
you because you work just as hard as your employees, and they also know that as a manager
you will go that extra mile for an employee who takes their job seriously and puts out 100%
everyday. Being a manager means that instilling morals and leadership traits along with
interpersonal skills into your employees will in turn reflect the capabilities needed to move up
the corporate ladder.

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By leading the team in a constant forward moving agenda while handling any
discrepancies that may arise in an expedient manner has an impeccable outlook in the eyes of
upper management, and being the driving force behind a successful team show great merit and
leadership ability in a manager.
The overall motivating factor for our entire team is being the organization whose
name stands out when it comes to work ethics, integrity, dependability, and quality service. We
represent the elite when you are speaking on the subject of customer service and because of this
we will not stand for any less of an effort to maintain this reputation from the cashier we train all
the way up to our leading managers. Our agenda will be to uphold this title by ensuring that we
take care of our employee’s needs and empower them with the tools needed to perform daily to
the standards set by the company.

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Procedures for Managing Conflict & Bias
For our project team in the occurrence of a situation that requires intervention from
management, we will establish two types of complaints: formal and informal.
An informal complaint will not be documented. All parties involved will have a meeting
where the accuser and the party being party being accused’s supervisor will be the facilitator. If
the supervisor is involved in the actual complaint, then an outside party that is equal or higher
will facilitate. The objective is to settle the problem at the lowest level.
A formal complaint will involve filing an official complaint form to the human resources
department and submitting to the project manager after submitting to supervisor and head of
department. The supervisor or department head will not be allowed to solve the complaint at this
point as now the decision must come from the project manager. If the project manager is the one
being charged with the complaint, then an outside party that is equal or higher will make the
decision regarding the situation. If the accused is found guilty, then punishment will result in
1st offense – a probationary period of 3 months
2nd offense – suspension without pay
3rd offense – termination
Chain of command will be recognized as:
Supervisor
Head of Department
Project Manager
All formal complaints will be filed through the human resources department with the
departmental H.R. representative. All original documentation will be kept on file onsite while

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copies will be given to those involved. All involved parties will be kept anonymous from those
not involved. Depending of the severity of the situation, the accuser may be moved to a different
department until resolved.
We will recommend Anti-discrimination training to offset any bias that may arise in the
project, as well as to have a diverse and knowledgeable team.
Any situation that may affect project progress should be address through the chain who
will make a decision whether an all hands meeting is required.

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Recruiting the Right Team Members
The following individuals are recommended for positions on the project team. From
outside of the company we have selected the following:
Edezal Carr – Mr. Carr is a seven year veteran of the United States Navy. Since 2001, he
has been a personnel specialist working in various divisions for different commands. At the
present moment, he is working in a finance position. His HR background will be a key
component to the team.
Ahmed Clemons – Mr. Clemons is also a veteran of the Armed Forces. He is currently
employed at Lockheed Martin. He has a technical background that can be vital to the project. His
knowledge can contribute to the understanding of the actual implementation of project parts such
as the drive thru lane construction and the drive thru kiosk execution.
Johnnie Farmer – Mr. Farmer is a top prospect from ITT Technical Institute. He has a
great knowledge of Microsoft Project. He is able to create schedules and work breakdown
structures with ease. His meticulous planning leaves no room for error, a definite top candidate
for project manager.
Once these individuals have been contracted, certain incentives should be offered
to retain their services.
1) Bonuses for completing the project before or on schedule.
2) Full time positions with the company upon completion of a successful project.
3) Offer stock options at a discounted rate
4) A benefits package that covers medical, dental, & vision

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5) Gas cards to cover transportation to and from the project site

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Appraising & Rewarding Team Members
I would like to take a few moments of your time to further elaborate on the evaluation
process of our employees. As stated in the first phase of our project, our evaluation will be held
on a quarterly basis. This is not to allow a raise of salary or an increase in pay at this point but to
simply allow employees to get a clear understanding on where they stand in regards to a yearly
raise and or promotion. The quarterly evaluation is to simply point out all of the areas needed for
improvement and to reassure the employees of their current standings based on a performance
scale.
For example an employee who works the cash register will be evaluated on his or her
customer service ethics and overall performance and understanding of the cash register, also
being able to complete orders consistently in a timely manner while maintaining the good quality
service that exemplifies our companies’ motto. These topics along with a few others will also be
taken into accountability.
The employees will receive a rating from 0-5 on each individual subject which will be
included in his or her evaluation.
0. Shows unacceptable performance and must improve or face termination.
1. Shows poor work performance and must improve.
2. Shows borderline poor performance in work ethics and must improve.
3. Shows to meet the minimum requirements but must improve.
4. Shows a strong work performance with minor improvements needed.
5. Shows to comply with all standards, going above and beyond duties.

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The evaluation process is again not to give a promotion or a pay raise on a quarterly
basis but instead to inform employees of their individual current standings. The intention is to
motivate employees to achieve high ratings while allowing managers to keep a clear outlook on
how well the customer to employee relationship is progressing.
The scores of the quarterly ratings will be totaled up at the end of each physical year
and will be averaged out to give a rating on each individual employee thereby giving the amount
of promotion points earned which shall be awarded to the employee.
With this process in place it will minimize the turnover rate while maintaining well
trained employees to move up into higher paying positions and in turn have those same
employees train newly recruited individuals to achieve the same goals.

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Lessons Learned
Implement better communication plan
Better clarify goals
Documentation of counseling performed on team members
More research put into the planning phase.
Find the best order to prioritize project parts for a more trouble-free and cost efficient
project.
Keep documentation of team meetings, emails, and other correspondence between team
members.

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