3/10/2005

McDonald's Will Outsource

McDonald's new plan includes outsourcing. In an effort to improve their business, the fast-food giant plans to use call centers to handle their famous drive-thrus. The idea will hopefully speed up their process while making it more accurate at the same time. McDonald's management believes that outsourcing is the key to improve their sales revenue by providing a more efficient service.
Article

9 comments:

Rex said...
This comment has been removed by a blog administrator.
Rex said...

This blogg has me scratching my head. Are you saying that when I go to the drive up window at McDonald’s the person I place my order with is actually be in another country? If so I don't think this will help speed up their progress.

Harry said...

I personally find it a little different for a fast food restaurant to do this. Just for the fact that it is generally pretty fast and when you order you are calling someone who is not even in the building that is five feet ahead of you. I don’t know it is different but hey if it works for them and is faster and more efficient more power to them.

homer said...

This can't be a good thing. Sometimes the buyer may have a question or concern in the drive-thru and need a store specific answer. It just seems too many things could go wrong for it to be worth the effort on something that I didn't realize needed fixing.

Jim said...

Who are they going to have their outsourcing done by, convergys?, I guess I don't see the managers view on this.

sierra said...

I really don't think it is necessary to outsource the drive up window at fast food restaurants. But, on the other hand if McDonalds can find a way to make the drive up faster than it already is, then I think go for it. I am not exactly sure what the cost is going to be for this, but if it is beneficial, then they might as well.

June said...

I really don't care who takes my order, as long as I get my food. McDonalds must have weighed the costs and benefits and found it to be beneficial. Like everybody else, I don't relly see how it is going to be any faster. It will be interesting to see how well this works.

C-Dizzle said...

This is bizarre! I’m not sure how this is going to help them but McDonalds isn’t dumb. I’m sure they’ve done plenty of analyzing to make sure this process works.

All I can say is that the outsourcing better be done by people I can understand on the menu speaker; and as long as I get my Big Mac, everything will be o.k.

Dr. Tufte said...

-1 on Bob's post for a poorly formatted link, and on Rex's comment for a spelling mistake.

This is a really good example of the management thinking behind outsourcing. Technically, McDonalds is not outsourcing (which is usually thought of as going across national borders). Rather they are contracting out the drive-thru order taking to remote call centers. Those are still in the U.S. (so it isn't outsourcing technically), but how long until they are outside the U.S.

They've actually been doing this for a while, and it's been working. It makes sense because it allows you to hire someone to specialize in order taking, and also to avoid constantly training new people to take orders locally.

To answer Jim's question, yes, companies like Convergys are exactly the firms looking for this sort of work.

With respect to Homer's question - with all due respect - are you kidding me? I thought that just about everyone was dissatisfied with the ability of drive-thrus to get the order correct. Is Leo Getz wrong? ;)>