PART II. Fast Food
Text 1. McDonald’s: The Design Story.
Do you often eat in McDonald’s? Ask your friend about dishes they order in this restaurant.
Rules and regulations are the gospel at McDonald's. The company's operating manual has 385 pages describing the most minute activities in each outlet. The manual prescribes that certain equipment - cigarette and candy machines - is not permitted in the stores.
It also prescribes strict standards for personnel. Men must keep their hair short and their shoes black and highly polished. Women are expected to wear hair nets and to use only very light make up.
The store manager is even provided with a maintenance reminder for each day of the year.
McDonald's uses a well-defined hierarchy. Field service managers visit each store regularly. An inspector will observe each store for three days, timing the counter operations, and checking cooking procedures. Grades are given for cleanliness, quality, and service.
Each store has a division of labour and qualified personnel. Assistant managers are assigned to cover each shift, and crew leaders are responsible for specific periods, such as breakfast and lunch. Cooks and waitresses know exactly what to do. Trainers teach new employees how to greet customers and take orders. Hostesses are assigned the task of helping young children and old people, and they coordinate birthday parties and make sure customers are comfortable.
In a Take-Away.