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.
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1 comment:
-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? ;)>
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