McDonald's is a famous global fast food chain founded in California in 1937. It now has over 36,000 outlets worldwide serving 69 million customers daily. The document discusses McDonald's history and operations, as well as its focus on quality management techniques like total quality management, quality circles, six sigma, and reducing cycle time to continuously improve processes and provide consistent quality. McDonald's vision is to be the best quick service restaurant, and its mission is to be customers' first choice through quality products, outstanding service, and great value.

1. ASSINGMENTNO #1
Managing Quality in Service
Presented to: Dr. Amjad Parvez
Presented By: Naveed Iqbal
MBA (1.5) (152) Section B
Institute of Business & Management (IB&M)
University of Engineering and Technology Lahore

2. History of McDonald
• McDonald is the world famous fast food restaurant.
• The idea of McDonald's was introduced by two brothers Mac (Maurice) and Dick
(Richard) McDonald in California.
• Their father Patrick McDonald in 1937 was having a hot dog cottage called as
Airdrome restaurant near the airport.
• In 1940 the restaurant was renamed as McDonald's Famous Barbeque.
Other fact about McDonald
• It has more than 36,000 outlets worldwide.
• It serving approximately 69 million customers in over 100 countries each day.
• The majority of McDonald's outlets outside of the United States are franchises.
• In Pakistan first restaurant of McDonald opened in Sep 1998 in Lahore.
• Now it has more than 44 restaurants in Pakistan.
Missionand vision
Vision
"To be the best quick service restaurant experience".
Mission
Is to be our customer's first choice, when it comes to, top quality products,
outstanding service / cleanness and great value for money.
Benchmarking
• Benchmarking is a process which involves obtaining historic construction cost
information collected.

3. • This historic information provides the benchmark against which a customer can
assess their projects value for money at a base building level with set specifics
separated out.
Continuous Improvement
• In order to comprehend the need for improvement in the construction industry and
to better manage our project and construction companies especially like McDonald.
• To be competitive in market, McDonald has provided more consistent quality and
value to their owners or customers.
Employee Involvement
• Total Quality Management (TQM) programs are an important and prominent
approach to management. Nowadays, most large corporations have a program that
incorporates some of the practices and principles of total quality management. One
of the most important principles of TQM concerns employee involvement.
Quality Management by Technique of TQM
• Quality Circle
• Six Sigma
• Reduced Cycle Time
Quality Circle
• Quality Circle is one of the employee participation methods.
• It implies the development of skills, capabilities, confidence and creativity of the
people through cumulative process of education, training, work experience and
participation
Six Sigma

4. • In the mid-1980s Six Sigma was started. Motorola was started Six Sigma but
popularized in the 1990s by Allied Signal and General Electric. By using Six Sigma The
management has identifying and measuring the processes of their organization
before the work is done.
ReducedCycle Time
• Cycle time has become a critical quality issue in today's fast-paced world.
• Cycle time refers to the steps taken to complete a company process, such as making
an airline reservation, processing an online order, or opening a retirement fund.
Conclusion
• We conclude that TQM is a very important concept use to apply in an organization or
company daily operations.
• TQM principles must be supported at all levels of the organization or company as to
be effective in improving quality from the lowest-level hourly.
• McDonald use these techniques in effective manner.