5X Pickles

The Process:

The process was unusual and fairly quick for me. I placed the order around 11pm, so there weren't many customers there. Since the place was nearing closing time, there was only two registers open, two cooks in the kitchen and a manager on duty. One the cashier was taking orders and the other was restocking supplies such as ketchup and sugar probably for the morning shift.

Before I placed my order, I first stated that it was a unique order and that I needed a printed receipt containing exactly all the items I order. The lady took my order without a problem and only ready back the bigmac sauce to me, as I'm sure she wasn't use that request. I stressed again that the receipt had to show 5X extra pickles, mac sauce and well done fries. After finishing the order, she walked back toward the kitchen and told the cook the wanted 5 pickles on the hamburger and the bigmac sauce on the side. Then she walked over to the fry station and took already fried French fries and placed them in the deep Fryer. She then walked back to ring me up. After paying with my card, she gave the receipt. I automatically noticed the missing 5X pickles and asked her to reprint the order. She then talk me there was no way to have it appear 5 times in the receipt for just one hamburger. I ask her to try and charge it if necessary and that I would need to have 5X pickles on the receipt. At that moment she looked over to the other cashier for help but she too was clueless. She contacted the manager who was roaming around the kitchen for help. When he came to me he stated that the hamburger would have exactly five pickles but the receipt would not be able to display it. I told him that this particular order had been placed in the past at different locations without a problem with the receipt. He then stated that the software system at that McDonald was new and it was for that reason they were not able to print the 5X pickles on the receipt. I pleaded once more the importance of the receipt and he volunteered to write an explanation on the receipt. I thought about just cancelling the order and going to a different location but he seemed very convinced that most McDonald in the area would not be able to satisfy my request on the receipt. So I took his word and written explanation and waited for my order. Less than a minute later, my order was presented to me with exactly 5 pickles on the hamburger, well done (almost burnt) fries and chicken nugget box containing bigmac sauce in it. I quickly took a picture of the food at the counter with the receipt next to it then disposed of it (since I do not eat McDonald and could eyeball anyone there who would take food from a stranger at 11pm).

Evaluation:

Assuming I knew enough to be consultant for McDonald, I would give the overall team an A grade for communication, organization, training and leadership. The communication deserves an A because the cook and the cashier were in sync with one another. After taking my order, the cashier walked to the kitchen twice to emphasize the 5 pickles and mac sauce. The first was right after taking my order and the second time was during my conversation with the manager regarding the receipt. The second communication to the cook was necessary because my conversation with the manager drew the cook’s attention to the front of the restaurant and he needed reassurance that the order was still the same. This additional level of communication was needed to keep things running and clear any misunderstandings that the cook or the kitchen may have regarding the order.

The Organization was thin in terms of layers of management probably because it was so late at night, but it was none the less very efficient. There were two cooks in the kitchen to satisfy order and prep the kitchen for the next morning. There were two cashiers in the front to take order, assemble and restock supplies for the next morning as well. There was a manager on duty to assist the staff with any questions they may have. This organization structure deserves an A because it was efficient and very effective considering I received my order in less than 5 minutes. I was also able to speak to a manager which reassured me that my request was fully addressed.

The training is also deserving of an A because the cashier and the cook knew how to perform their functions. The cashier took my order to her best ability and capability, and the cook make the order exactly the way it was placed. Both employees handled their responsibilities well and in the event there is an issue, the manager on duty was trained well enough to take care of the issue. I thought it was impressive of the manager to be knowledgeable of the software used and its limitations.

The leadership was as expected given the structure of the organization, so the expected leader was clearly the manager. This is also a good thing which proves the leadership to be be deserving of an A because the manager was able to rise to the occasion and handle the situation. Lack of leadership can prove to be disastrous in an organization, therefor the fact that no one unusual or outside of the manager was forced to rise to the situation proves that there was an affective and reliable leader on duty. The cook and cashier are not require to think critically outside of their direct responsibilities and training so therefor they are not expected to display leadership qualities.