mcdonalds marketing strategies Document Transcript 1. INTRODUCTION OF MARKETING STRATEGY 2.

Marketing strategy is very much important for developing any of thebusiness. Without it, the effort of the business to attract customer israndom and very inefficient. The main focus of your strategy must makesure that your product should fulfill the demands of the consumers and aswell as it maintains the long-term relationship with those consumers. Toachieve this, you will have to initiate flexible strategy that responds tochange in customer demand and perception. It may also give brand nameto your product which will help you to run your business in new marketssmooth and efficient manner. First of all the main purpose of yourmarketing strategy should be to identify the weather the target customersare satisfied with your product and services of your business.Once you have created and implemented your strategy, try to identify thefeed from you customer and if any changes or improvement is requiredapply it for the maximum satisfaction of customersThis helps you to identify that, where your strategy needs to be improvedand how it can be developed, so that it can be implemented for effectiveaction. Before applying any strategy in the business proper planningprograms must be organized within the members of the organization. WHAT IS MARKETING?Marketing is the activity, set of institutions, and processes for creating,communicating, delivering, and exchanging offerings that have value forcustomers, clients, partners, and society at large." Marketing 1|P a ge 2. From the above definition we are able to understand that a successfulmarketing deals with satisfaction of both the parties. The definitionbasically explains that there is a simple process i.e. is selling somethingto somebody however, the definition conveys that an exchange of goodsand services without any barter system and having common currencies,that exchange is called a sale. So while achieving the goals of themarketing by selling, it is not compulsory that both the parties shouldagreed upon the transaction. Satisfaction of both parties is a hided in theexchange relationship. Marketing must understand the product, ideasand services along

with the "Needs & Wants" of the consumers.Marketing must not only understand this equation but also establish thepolicy to maintain balance between both the sides, by implementingmarketing strategy. MEANING OF MARKETING STRATEGYA Marketing strategy defines and describes the objectives or planningthrough which you are going to satisfy your consumer needs in theselected target market. It does not involve written work but, it includescommunication between different departments of the business enterprisefor example: sales department, managers, executives etc.In fact it is a set of strategies that implied by the organization in order toincrease the growth and development of the business. Normally strategydeals with the manner in which your organization plan to achieve theconsumer satisfaction and maximize the profit. DEFINITION OF MARKETING STRATEGY y Marketing Strategy is a set of specific ideas and actions that outline and guide decisions on the best or chosen way to create, distribute, promote, and price a product or service (manage the marketing mix variables). 2|P a ge 3. y A marketing strategy is a process that can allow an organization to concentrate its limited resources on the greatest opportunities to increase sales and achieve a sustainable competitive advantage.Marketing strategy is a process that can allow an organization toconcentrate its limited resources on the greatest opportunities to increasesales and achieve a sustainable competitive advantage. A marketingstrategy should be centered on the key concept that customer satisfactionis the main goal.Business Advantagesy identifies needs and wants of consumersy determines demand for producty aids in design of products that fulfill consumers needsy outlines measures for generating the cash for daily operation, to repay debts and to turn a profity identifies competitors and analyzes your products or firms competitive advantagey identifies new product areasy identifies new and/or potential customersy allows for test to see if strategies are giving the desired resultsBusiness Disadvantagesy identifies weaknesses in your business skillsy leads to faulty marketing decisions based on improperly analyzed datay identifies weaknesses in your overall business plan 3|P a ge 4. Marketing strategies of McDonaldsACTUAL FACTS ABOUT MCDONALDS COFFEE CASE 4|P a ge

5. On February 1992 the headlines of news paper hits with a McDonaldscoffee case news. The case was about Stella Lie beck of Albuquerque,New Mexico, was in the passenger seat of her grandsons car when shewas severely burned by McDonalds coffee in February 1992. Lie beckwas 79 at the time, ordered coffee that was served in a Styrofoam cup atthe drive through window of a local McDonalds. After receiving the order,the grandson pulled his car forward and Stopped momentarily so that Liebeck could add cream and sugar to her Coffee. Lie beck placed the cupbetween her knees and attempted to remove the plastic lid from the cup.As she removed the lid, the entire contents of the cup spilled into her lap.The sweatpants she was wearing had absorbed the coffee and held itnext to her skin. A surgeon determined that Lie beck suffered fullThickness burns over 6% of her body, Including her inner thighs,perineum, buttocks, and genital and groin areas. She was hospitalizedfor eight days, during which time she underwent skin grafting. Lie beck,who also underwent debridement treatments, sought to settle her claimfor $20,000, but McDonalds refused.Till today no one knows about their final ending of the case. The partieseventually entered into a secret settlement which has never beenrevealed to the public. HISTORY OF MCDONALDSThe story of McDonalds was started in1940, as a fast food restaurant bytwo brothers named Richard and Maurice McDonald in San Bernardino,California in US. The name of restaurant was McDonalds Hamburgers, 5|P a ge 6. by mid-1950s their restaurant revenue had reached $350000.RaymondKroc, the distributor for milk shake machines expressed interest in theirbusiness and finalized the deal for franchising with both the brothers. Heestablished a franchising company called McDonald systemincorporation. In 1955 he became the founder of McDonalds and boughtout the McDonald brothers share for $2.7 million and changed the nameof the company to McDonalds corporation. Kroc proved himself as apioneer who revolutionized the American restaurant industry. TodayMcDonalds is the California worlds largest fast food chain serving 47million customers daily. McDonalds is now one of the most valuablebrands globally, worth more than $25 billion. Though the company hasroots in the US, McDonalds today has become an ACCEPTED CITIZENOF THE WORLD. MCDONALDS STARTS IN INDIAMcDonalds entered India in 1996.The first McDonalds restaurant wasopened on October 13th at Basant Lok in

Vasant Vihar. McDonalds inIndia is a 50-50 joint venture between Connaught Plaza Restaurants andHard Castle Restaurants. Which are owned and managed by VikramBakshi and Amit Jitia respectively Connaught Plaza Restaurants operatesin North India whereas Hard Castle Restaurants operates in WesternIndia. After opening their outlets in various metro cities, the company isnow trying to expand in cities like Pune and Jaipur also.but, the Indianconsumers avoid burgers made from beef and pork which is tabooaccording to their religions. So in order to evade this problem the Indian 6|P a ge 7. menus of McDonalds was Indianised and specifically design in suchmanner that it can boost its products to Indian consumers, the menuincludes chicken burgers, veg burgers, veg pizzas, happy meal forchildrens, beverages and deserts. Today there are 79 outlets in north-east India and more than 53 outlets in south-west India. MCDONALDS FRANCHISE MODEL RAYMOND KROCVIKRAM BAKSHI AMIT JATIA MISSION STATEMENT"McDonalds vision is to be the worlds best quick service restaurantexperience. Being the best means providing outstanding quality, service, 7|P a ge 8. cleanliness, and value, so that we make every customer in everyrestaurant smile." MARKETING STRATEGIES OF MCDONALDSBUSINESS STRATEGYFRANCHISE MODLE As per franchise model of McDonald Only 15% ofthe total number of restaurants are owned by the Company. Theremaining 85% is operated by franchises. The company follows all theframework of training and monitoring of its franchises to ensure that theyachieve good QUALITY SERVICE,CLEANLINESS AND VALUE FORTHE MONEY offered by the company to its customers.PRODUCT CONSISTENCY- By developing a sophisticated suppliernetworked operation and distribution system, the company has been ableto achieve consistent product taste and quality across the nations of theworld.ACT LIKE RETAILER THINK LIKE A BRANDMcDonalds focuses notonly on delivering sales for the immediate present, but also protecting itslong term brand reputation.STRATEGY AS PER INDIAN MARKETREENGINEERING THE MENUMcDonalds thinks according to thecustomers tastes, value systems, lifestyle, language and perception.Globally McDonalds was famous for its hamburgers which are preparedfrom beef

and pork burgers. But, most Indians religion does not allowthem to consume beef or pork. So in order to satisfy demand as per 8|P a ge 9. Indian preference, McDonalds came up with chicken, lamb and fishburgers to suite the Indian diet.THE VEGITERIAN CUSTOMER-India has a huge population ofvegetarians. To satisfy this customers demand, the company came upwith a completely new menu of vegetarian items like McVeggie burgerand McAlooTikki. The separation of vegetarian and nonvegetariansections is maintained throughout the various stages.EXAMPLE OF VEG BURGERS: MCVEGGIE MCALOOTIKKISEGMENTATION, TARGETING AND POSITIONINGMcDonalds uses demographic segmentation strategy with age as theparameter. The main target segments are children, youth and the youngurban family. If they take children into consideration, children are moreattracted towards toys and delicious meals including todays youth prefersuch places for their entertainment and the urban families selectMcDonalds on various occasion like birthday party, treat to their childrenetc. 9|P a ge 10. As shown in the above diagram, kids are on the top most level in FMCGpurchase related to food products. So to attract childrens McDonalds hasHappy Meal in which they gift one toy on each happy meal, there are toysranging from hot wheels to various Walt Disney characters. Example ofthe latest range is the toys of the movie Madagascar.For this, they have a tie-up with Walt Disney. At several outlets, it alsoprovides special facilities like PLAYING PLACE where children can playarcade games, air hockey, etc.This strategy is targeting in making McDonalds a fun place where youcan enjoy both playing and eating. This also helps McDonalds to attractthe young urban families who wanted to spend some quality time, whiletheir children can enjoy every movement of McDonalds. To target theteenagers and young youth, McDonalds has priced several productsaggressively, keeping in mind the price sensitivity of this target customer.In addition, facilities like Wi-Fi are also provided to attract students to theoutlets, example of such outlet is of a Vile Parle situated in Mumbai.MCDONALDS MEIN HAI KUCH BAAT projects McDonalds as a placefor the entire family to enjoy. When McDonalds entered in India it wasmainly targeting the urban upper class people. But, today it

hadpositioned itself as an affordable place to eat without compromising onthe quality of food, service and hygiene. The outlet atmosphere and mild 10 | P a g e 11. background music highlight the comfort that McDonalds promises inslogans like YOU DESERVE A BREAK TODAY, FEED YOUR INNERCHILD. This commitment of quality of food and service in a clean,hygienic and relaxing atmosphere has ensured that McDonaldsmaintains a positive relationship with their customers. TOYS FOR CHILDREN WITH HAPPY MEALMCDONALDS MARKETING MIX (5PS) STRATEGYAfter analyzing the market, finding the key factor, target segment andunderstanding the market demand, every company needs to come upwith an offers or such type of plan, that speed up the growth of thecompany. For which McDonalds uses 5ps of marketing mix which are asfollows: 1. Product 2. Place 3. Price 4. Promotion 5. People 11 | P a g e 12. PRODUCT:Product includes that, how the company should design, manufacture theproduct so that it enhance the customer experience?Product is the physical product or services offered by the company to itscustomers. McDonalds includes certain aspects of its product such aspackaging, desirability, looks etc. This consists of both tangible and non-tangible aspects of the product and services.McDonalds has purposely kept its product depth and product widthlimited. McDonalds had first studied the behavior of the Indian customerand provided a totally different menu as compared to its menu offered inInternational market. It removed pork, beef and mutton burgers from themenu. India is the only country where McDonalds serve vegetarian menu.Even the sauces and cheese used in India are 100% vegetarian.McDonalds continuously innovates its products according to the changingpreferences and tastes of its customers. The recent example is theintroduction of the Chicken Maharaja Mac and latest introduction ofchicken style is Chicken Mcnuggets. 12 | P a g e 13. McDonalds brings best product of quality and of best features as per thepreference and demand of the target market.PLACE:The place mainly consists of distribution channels and outlets of thecompany. It is considered as very important because the product must beavailable to the customer at the right place, at the right time and in theright quantity. In U.S.A nearly 50% of outlets are situated within thedistance of 3 minutes.There are certain degree of fun and

happiness that McDonalds providesto its customers. It provides value position based on the needs of thecustomer. McDonalds offers proper hygienic atmosphere, good abidanceand better services.Now McDonalds have also started offering internet facilities at theiroutlets, along with music system through radio, not the normal music butthe music which is preferred by young generation in order to attract them.There are also games for children the one example is air hockey.Children play games till the time there parents spend quality time inMcDonalds. 13 | P a g e 14. ezPRICE:Pricing strategy is most important aspect of Marketing Mix. It includesprice list, if any discount facility available or payment facility available. Itshould also take into consideration the possible reaction from itscompetitors regarding the pricing. Pricing is very much necessarybecause it is this part, which decides revenue for the business unit.All the other three are the expenses incurred in the business. The priceneeds to take demand and supply equation into consideration byanalyzing the pricing demand as per Indian market.McDonalds came up with a very grasping punch line Aap ke zamanemein ,baap ke zamane ke daam. This pricing strategy was founded toattract middle class and lower class people and the effect can clearly beseen in the consumer base that McDonalds has now.McDonalds has certain value pricing and bundling strategies such ashappy meal, combo meal, family meal, happy price menu etc to increaseoverall sales of the product. 14 | P a g e 15. PROMOTION:The promotional activities adopted by the McDonald helps tocommunicate efficiently with the target customers. The diagram givesidea about the promotion strategy of McDonalds. Application of abovementioned Communication Mix describes the cost that is feasible as per 15 | P a g e 16. the consumers. Some of the most famous marketing campaigns ofMcDonalds are:You Deserve a break today, so get up and get away- To McDonaldsAap ke zamane mein ,baap ke zamane ke daam.Food, Folks, and FunIm loving it.McDonalds corporate used advertising, personal selling, sales promotion,public relations, and direct marketing and became worlds largest leadingBurger Empire. These five promotion tools are used by McDonalds tointegrate marketing communication program which allows McDonalds toaccess the communication

channels clearly, consistently and easilytransfers messages and product to the target audiences. SETTING THE PROMOTION MIX An Advertisement is targeted to attract the masses itreaches to large number of people at a time. Advertising is one of themost important tools for promotion which had various ways ofadvertisement in that advertisement through billboards and media areoften used by any of the business enterprise. Consumers mostly perceivegoods which are advertised goods, as they assume it is more rightful.Due to distinct features of advertisement McDonalds also hold the handof Advertising. There are three main objectives of advertising forMcDonalds are to make people aware of an item, feel positive about itand remember it. The right message has to be communicated to the rightpeople through the right media. McDonalds does its promotion throughtelevision, hoardings and bus shelters. 16 | P a g e 17. They use print ads and the television programmes are also an importantmarketing medium for promotion. Personal selling is most effective tool for buildingbuyers preference, convenience and actions. Personal interaction allowsknowing for feedback and adjustments if required. If the organization hada good Relationship with Buyers they are more attentive towards personalselling.In personal selling McDonalds employees working in different outlets arethe best example of personal interaction, the employees are directlyserving the customers so, and the face to face communication is easilypossible. In the McDonalds outlet there are such staff which areappointed for personal selling they are the one who perform the activitiesregarding selling up of goods to customers. sales promotion activity consist of promoting thebusiness unit through organizing various contest, programmes, functions,distribution of free discounts coupons etc that attracts attention of thecustomers, Also offers strong purchase incentives, dramatizes offers,boosts sagging sales Stimulates quick response; Short-lived; Noteffective at building long-term brand preferences.McDonalds organizes several sales promoting contest and programmesin different retail markets and outlets in which they distributes freediscounts coupons. The statue of Mascot McDonalds is always there forany occasions that are also one of the logo of McDonalds. 17 | P a g e 18. Highly credible; Very believable; Many forms: newsstories, news features, events and sponsorships, etc.; Reaches manyprospects missed by means of other forms of promotion;

Dramatizescompany or product; Often the most under used element in thepromotional mix; Relatively inexpensive (certainly not free as manypeople think--there are costs involved)Public Relations are also an important part of the McDonalds marketingstrategy. The restaurant employees play a huge role in interacting withthe public. On a day-to-day basis the employees commit themselves tocustomers and the customers feelings toward the brand. McDonaldsfeels that before they communicate with their customers they need to beaware of what their competitors are communicating, so they can create abeneficial difference between themselves and the competitors. Many forms: Telephone marketing, direct mail, onlinemarketing, etc.; Four distinctive characteristics: Nonpublic, Immediate,Customized, Interactive; Well-suited to highly-targeted marketing efforts.Direct marketing is also one of the efficient tools for promotion. TheMcDonalds uses tool in the home delivery services in which they directlyserve the order to their home. Also they have a websites which are morein preference for direct marketing in that they usually mentioned all thenew offers along with the contact number of your nearby outlets.PEOPLE: 18 | P a g e 19. McDonalds understands the importance of both its employees and itscustomers. It understands the fact that a happy employee can serve welland result in a happy customer. McDonald continuously does InternalMarketing because if the internal marketing is effective it will automaticallylead to in the success of external marketing.Internal marketing includes hiring, training and motivating employees. Inthis way they can easily serve customers and the result will be the smilingfaces of the customers. The level of importance has to be placed in thefollowing order (the more important people are at the top): 1. Customers 2. Front line employees 3. Middle level managers 4. Front line managersThe punch line Im loving it is an attempt to show that the employees areloving their work at McDonalds and will love to serve the customers.CO-BRANDING STRATEGY 19 | P a g e 20. Co-branding strategy is also one of the beneficial instrument for boostingthe business and providing different the same things in different manner.In fact co-branding means having a tie ups with another firm and servingthe customer with both the products. It helps in making profit for both thebusiness enterprise as well as to increase their sales and growth oforganization.The

two different brands enter into co-brand through certain contracts oragreement and as per the agreement they bifurcates their earnings fromtheir brands. There are different examples of cobranding strategy ofMcDonalds which are as follows.COCA-COLACoke is one soft drink brand that had tie up with McDonalds since pastmany years. In McDonalds the coke is the best beverage in cold drinkswhich are served to the customers along with different menus of theMcDonalds for example happy meal, happy price menu etc. As coke ispreferred by childrens even their parents as well as the young youths.Therefore by keeping in mind the consumer wants they came up withCoca-cola. In fact this co-brand of McDonalds is initiated to increase thevolume of sales of the both the business enterprise.And of course this co-branding strategy has encouraged both thebusiness in achieving the successful returns of customers satisfaction.On April 27, 2009 The Coca-Cola Company had announced arefreshed line up of fountain and bottle beverages that will be added toMcDonalds U.S. restaurants, beginning this year. This effort -- part of alarger beverage strategy -- will provide McDonalds customers even morebeverage choices and meet customers changing taste preferences anddesire for more suitable, convenient beverage options. COCA-COLA AND MCDONALDS 20 | P a g e 21. WALT DISNEYA Parade of Disney Happy Meal Toys.McDonalds will introduce a collection of 100 exclusive Happy Meal toysas they are inspired by Disneys admired collection of dramatic, video andtelevision characters. Representing more than 40 Disney films, theMcDonalds premiums include a mix of new and classic Disneycharacters, allowing kids and parents of all ages to recall their favoriteDisney memories.Each Happy Meal premium is fully decorated and is featured on amemorial base, which includes the characters debut date, charactersname and the Walt Disney World "100 Years of Magic" logo.The McDonalds Happy Meal promotion featuring the Walt Disney World"100 Years of Magic" celebration is a historical collection of Disneyfavorites, from classic characters like Mickey Mouse, Dumbo, Cinderella,and Mary Poppins to the newer innovations, including: Ariel, Aladdin,Bianca, Pocahontas, Tarzan, Jesse and Hercules. 21 | P a g e 22. One toy is included with each Happy Meal and can be purchased atparticipating McDonalds restaurants, while supplies last.But,unfortunately the Walt Disney had end the relationship with

McDonaldsdue to some genuine reasons. Thus Walt Disney is considered as X-co-brand of McDonalds. WALT DISNEY AND MCDONALDSBARBIE TOYSMcDonalds Barbie Toys have been included with Happy Mealsrepeatedly since the Happy Meal has been in existence. Over the lastthirty years, Barbie has been one of the most popular toys in aMcDonalds Happy Meal.Barbie Happy Meal Toys have taken the form of a variety of Barbie dollfavorites. These toys have become a highly sought after segment forcollectors of both Barbies and McDonalds toys.McDonalds Barbie Toys comes in eight collectible characters in 1994,including Bicycling Barbie, Jewel and Glitter Shani, Camp Barbie, andCamp Teresa. 22 | P a g e 23. Each Barbie miniature was 4 and inches tall. Since then, the Barbieand Friends dolls have been collectible Happy Meals toys in 1996, 2004,2005 and 2007, to just name a few. If you missed any of the McDonaldsBarbie toys that you may need to buy for your collection of dolls, you willfind them for sale on eBay. BARBIE AND MCDONALDSCADBURYMcDonalds have included Cadbury in the beverages prepared withCadbury and creamy milk shake mostly loved by children. England hascombined two favorite things that are Cadbury and crme eggs.Now McDonalds is offering a Cadbury Crme Egg McFlurry. It is tastyand rich also it is provides some quantity of protein and vitamins as it ismade from eggs and milk, A cold crme eggs with the vanilla ice cream,mix in a sauce that looks like the yellow yolk, and add in deliciouschocolate bits.The tasteful McFlurry have also worked in anticipating the taste of thecustomer. Therefore, it is considered as one of the most preferringbeverages in the menus of McDonalds. CADBURY AND MCDONALDS 23 | P a g e 24. HOT WHEELSThe History of McDonalds and Hot Wheels die-cast cars: McDonalds hasattempted to develop promotions for children, since 1961 with smallrelated plastic toys, in their Happy Meals. The first models of carsdistributed for McDonalds started in 1983, using the Hot Wheels modelsof the normal line and followed all the way through 1990. In 1991McDonalds found another way to distribute the Hot Wheels in theirHappy Meals for the first time.Some of these were Hot Wheels by Collector Number and were alsoplaced in a factory plastic baggie for the first time. Since then, someannual promotions related the models

of cars had been made. They hadenclosed models like, Hot Wheels, Matchbox, Stompers 4X4, Tonka andBigfoot toys. HOT WHEELS AND MCDONALDS 24 | P a g e 25. MCDONALDS TIE UP WITH HINDUSTAN AND BHARATPETROLEUM PERTROL PUMPSThe strategy behind opening their outlets near petrol pumps is that theycan serve their products even on the highways. McDonalds already has14 outlets on national highways and they are planning to open 50% oftheir stores in the coming year on the highways.In order to achieve that, they tie up with oil marketing companies likeHindustan petroleum and Bharat petroleum to open on revenue-sharingmodel.The reason behind starting their outlets on highways is to serve thosecustomers who perform their day to day activities through highways.People mostly prefer food stores on highways for dinner purpose, theirwill hardly some people who go for a breakfast. So, idea of McDonalds tostart on highways is that they can offer even dinner as well as theirexisting fast food items. 25 | P a g e 26. ADVERTISINGAdvertising - Advertising is any paid form of non-person presentation andpromotion of ideas, goods, or services by an identified sponsor. There arethree goals of advertising. These goals are to: 1. Inform 2. Persuade and 3. Remind. 26 | P a g e 27. The major media for advertising are as follows: Newspapers, Television,Direct mail, Radio, Magazines, Internet, Outdoor (billboards, blimps, etc.),Yellow pages, Newsletters, Brochures, and Telephone.The traditional conceptual model for creating any advertising or marketingcommunications message is the AIDA Model: get Attention, hold Interest,arouse Desire, and then obtain Action.ADVERTISING STRATEGYThere have been many McDonalds advertising strategy and slogans overthe years. McDonalds is one of the most widespread fast foodadvertisers. McDonalds Canadas corporate website says that thebusiness campaigns have always focused on the "overall McDonaldsexperience", rather than just product. The purpose of the image hasalways been "portraying warmth and a real slice of everyday life." Its TVads, showing various people engaging in popular activities, usually reflectthe season and time period. Finally, they have never in their advertisinghistory used negative or comparison ads pertaining to any of theircompetitors; the ads have always focused only on McDonalds alone.McDonalds has for decades maintained an extensive advertisingcampaign. In addition to

the usual media television, radio, andnewspaper, the company makes significant use of billboards and signage,sponsors sporting events ranging from Little League to the OlympicGames. 27 | P a g e 28. Television has always played a central role in the companys advertisingstrategy.Today, McDonalds has used 23 different slogans in United Statesadvertising, as well as a few other slogans for select countries andregions because slogans is also considered as important factor inadvertising strategy.SLOGANSUSLets eat out! (1960-1965)Look for the Golden Arches! (1965-1967)The closest thing to home (1966-1969)McDonalds is your kind of place (19671971)You deserve a break today (1971-1975)Enjoy the best food at McDonalds (1973, concurrent with 1971 slogan)We do it all for you (also known as you, youre the one) (19751979)Nobody can do it like McDonalds can (1979-1980) 28 | P a g e 29. You deserve a break today (1980-1983)Nobody makes your day like McDonalds can (19801983)We cook it all for you at McDonalds (1982, concurrent with 1980 slogans)McDonalds and you (1983-1984)Its a good time for the great taste of McDonalds (1984-1988)Its Mac Tonight (1985, Mac Tonight advertising)McDonalds is your place to be (1986)Good time, great taste (1988-1990)Theres nothing quite like a McDonalds (1988-1990)You Deserve A Break Today (1989-1990, concurrent with 1988 slogan)Food, folks and fun (1990-1991)McDonalds Today (1991-1992)What you want is what you get (1992-1995)Do you believe in magic? (1993-1997, Happy Meal advertising)Have you had your break today? (1995-1997)My McDonalds (1997)Did somebody say McDonalds? (1997-2000)We love to see you smile (2000-2003)Put A Smile On (2000-2003)Smile (2002-2003)Im loving it (2003-present India) 29 | P a g e 30. BRANDING AND BRAND LOYALTYWhen you see the golden arches, what is the first thing that comes toyour mind? Or what about when you see Ronald the clown, what comesto your mind? Finally, what has 2 all, special sauce, lettuce salad on asesames bun? Hmmm Sounds a lot like McDonalds knows how tocapture your attention.One of things that McDonalds has proved is that they are good atbuilding its brand loyalty. Even young children know that when you seethe golden arches that you are close to a McDonalds. With itsinternational expansion efforts, McDonalds has become one of the mostrecognized brands world-wide. A couple of

the things that has helped tobuild McDonalds brand is their constantly changing menu and brandpackaging that meets the needs of their consumers.POSITIONING STRATEGYMcDonalds positions itself as the leader in quick service restaurants. Inorder to maintain their standard, they have started marketing to a youngerset of persons, much in the same way that their Im Loving It campaigndoes. 30 | P a g e 31. They have send out FSIs (free standing inserts) as designed at the endof this report to ensure that their loyal customers will be motivated enoughto try the new campaign even though they have always loved and usedMcDonalds.These FSIs will also act as a way to get customers who may have neverbeen to the store. Users and non-users alike will use the Club McDonaldsto their advantage. They expect that their younger target will seek outmemberships in Club McDonalds. The online points-tracker and profile will add to the innovation factor. Noneed of paperwork when figuring out your point totals and prize eligibility.This is easy to use aspect of the promotion is appealing to those whowere born with computers.Club McDonalds is targeted at younger people who are familiar with creditcards and some of the rewards cards that are part of them.WORLDWIDE GROWTH STRATEGYMcDonalds growth strategy is based on three elements; 1. Adding restaurants. 2. Maximizing sales and profits at existing restaurants. 3. Improving international profitability.Maximizing sales and profits at existing restaurants will beaccomplished through better operations, innovation, productdevelopment and refinement, effective marketing and lowerdevelopment and operating costs.Improved international profitability will be realized as economies of scaleare achieved in individual markets and as the company benefits from theglobal infrastructure.SERVICE MANAGEMENT STRATEGY 31 | P a g e 32. If we take any fast food restaurants the customer attracts firstly throughbrand and secondly with the most important thing to consider i.e. isservices offered to them.If the services of any enterprise is not suitable to customer than it achievethe aim that has been proposed by them.This research describes the service management strategy employed byMcDonalds Corp. in the operation of their fast food restaurant chain.The companys service management strategy is described within thecontext of the service model. In this model, market segment, thephilosophy culture image of the company, service systems, and humanresources are

considered. The service of the company is identifiedthrough following tools:TRAINING POLICYIt is the goal of McDonalds to develop the highest level of skillamong all employees. Therefore, a common training programmehas been established to develop staff and to meet the trainingneeds of the company.McDonalds Head of Training is responsible for implementing anddirecting the training programme throughout the company. OperationsSupervisors and Restaurant Management participate in the programmeand are responsible for individual restaurantresults.CREW MEMBERS1. Each crew member receives on-the-job training in every area of therestaurant.2. Full-time staff is fully trained on all stations in the restaurant within fivemonths, part-time within ten months. 32 | P a g e 33. 3. All 5-star crew members receive a Basic Certificate in Food Hygiene,validated by the Institution of Environmental Health Offices.BUSINESS MANAGEMENT PROGRAMME1. A management programme for those over 21 aiming for a directrouteinto restaurant management following an intensive and structured trainingcourse.2. All managers follow the Management Development Programme. Thefirst three months cover the three fundamental areas of the business: y Food preparation y Cooking y Serving customers in clean and hygienic surroundings.This is followed by a series of 12 training courses designed to back upwhat is learnt in the restaurant and develop management, communicationand leadership.When promoted to Restaurant Manager, training continues through theAdvanced Operations Course covering staff development, motivation,stress management, communication and leadership. 33 |Page 34. CUSTOMER PERCEPTION AND CUSTOMER EXPECTATIONCustomer perception is a key factor affecting a products success. Manypotentially changed products have failed simply because of their inabilityto build a healthy perception about themselves in the customers minds.McDonalds being an internationally famous brand brings with it certainexpectations for the customers.TARGET SEGMENTS VISITS MCDONALDS TOA parent with two Visits McDonalds to give the children a treat.children.childrens Want to visit McDonalds as it is a fun place to eat.A business customer Visits McDonalds during the day as service is quick; the food tastes

great and can be eaten in the car without affecting a busy work schedule.Teenager Hangout with friends, but keep it affordable. 34 | P a g e 35. Customers expect it to be an ambient, hygienic and a little sophisticatedbrand that respects their values. The customers expect the brand toenhance their self-image. Customer responses obtained at the Vile Parle,Mumbai outlet confirmed the fact that they connect strongly with thebrand. However, fulfilling some of the customer expectations like abroader product variety, provide McDonalds a great scope forimprovement.MCDONALDS HEALTHY EATING POLICYMcDonalds is committed to providing high quality, safe andhealthy food. It recognizes the relationship between a balanced diet,lifestyle and health. 35 | P a g e 36. It supports the recommendations of the 1991 Committee On MedicalAspects of Food Policy (COMA) report and the targets laid down in theGovernments White Paper The Health of the Nation by ensuringproducts conform with the guidelines. McDonalds contributes to thedevelopment of wider healthy eating policies by working with governmentdepartments and organizations dedicated to healthy eating.PRODUCTSMcDonalds continually reviews how its products relate to dietaryrecommendations, at the same time it ensures maintenance of quality,taste and value.McDonalds continues to seek quality new products which are inline with dietary recommendations but, which satisfy customersexpectations. McDonalds committed to reduce the amount of additives,especially preservatives and colorants in the products.CUSTOMERSMcDonalds helps customers to balance their diet by providingdetailed Nutritious information on all its products.STAFFMcDonalds encourages staff to understand the principles of healthyeating. Specials training programmes are held for attainment of thisobjectives.PARTNERSMcDonalds works closely with franchises, suppliers and distributors tomeet their commitments to quality, nutrition, hygiene and food safety.ANSOFF PRODUCT MARKET GROWTH MATRIX 36 | P a g e 37. The Ansoff Product-Market Growth Matrix is a marketing tool created byIgor Ansoff and first published in his article "Strategies for Diversification"in the Harvard Business Review (1957). The matrix allows marketers toconsider ways to grow the business via new products, new markets there are four possible product/market combinations.This matrix helps

companies decide what course of action should betaken given current performance. The matrix consists of four strategies: 1. Market penetration strategy 2. Market development strategy 3. Product development strategy 4. DiversificationMARKET PENETRATION STARTEGYMarket penetration is one of the four growth strategies of the Product-Market Growth Matrix defined by Ansoff. Market penetration occurs when 37 | P a g e 38. a company enters/penetrates a market with current products. The bestway to achieve this is by gaining competitors customers.Other ways include attracting non-users of your product or convincingcurrent clients to use more of your product/service. Market penetrationoccurs when the product and market already exists in market. McDonaldsis one most popular brand in fast food in entire world. In 1975, the firstMcDonalds opened at Hong Kong, many thought that this is was wrongmove for McDonalds. Various reasons were laid for this claim. Although,the main reasons lays on the fact that Americans and Hong KongChinese at that time have very different perception about food.McDonalds, being an American food chain, view breads full meal whileHong Kong Chinese view them as snacks. As time went by, McDonaldsslowly became the part of the Hong Kong landscape and way of life ratherthan just being an outpost of American culture. Hong Kong Chinese soonaccepted that the food McDonalds serve are ordinary, thus they are forordinary people like them.Future more, believes that the introduction of McDonalds to the HongKong society changed the direction of the Hong Kong cultural framework.Along with the rest of the world, Hong Kong was also McDonalized.MARKET DEVELPOMENT STARTEGYA market development strategy targets non-buying customers in currentlytargeted segments. It also targets new customers in new segments.A marketing manager has to think about the following questions beforeimplementing a market development strategy: Is it profitable? Will it 38 | P a g e 39. require the introduction of new or modified products? Is the customer andchannel well enough researched and understood?The marketing manager uses these four groups to give more focus to themarket segment decision: existing customers, competitor customers, nonbuying in current segments, new segments. McDonalds is currentlyfollowing above mentioned strategy, to focus on market segments. Forserving synonymously to the existing customers they

are coming up withdifferent menus as per change in taste and preference of their customere.g.: happy price menu, beverages including milk shakes and cold coffeesetc. Also, by keeping in mind their rivals they are introducing products tocompete them e.g. to answer the KFC they came up with chickenmcnuggets. They are adopting pricing policies for non-buying customerand as well as new segments.PRODUCT DEVELOPMENT STRATEGYIn business and engineering, new product development (NPD) is the termused to describe the complete process of bringing a new product orservice to market. There are two parallel paths involved in the NPDprocess: one involves the idea generation, product design, and detailengineering; the other involves market research and marketing analysis.Companies typically see new product development as the first stage ingenerating and commercializing new products within the overall strategicprocess of product life cycle management used to maintain or grow theirmarket share.McDonalds is always within the fast-food industry, but frequently marketsnew burgers. Frequently, when a firm creates new products, it can gainnew customers for these products. Hence, new product development canbe a crucial business development strategy for firms to stay competitive. 39 | P a g e 40. McDonalds are always enhancing their existing product along with it; theyalso try to introduce new and new products so that they can easily survivein market.DIVERSIFICATIONDiversification is a form of growth marketing strategy for a company. Itseeks to increase profitability through greater sales volume obtained fromnew products and new markets. Diversification can occur either at thebusiness unit or at the corporate level. At the business unit level, it ismost likely to expand into a new segment of an industry in which thebusiness is already in.At the corporate level, it is generally and its also very interesting enteringa promising business outside of the scope of the existing business unit.McDonalds made its foray into the hospitality industry in 2001, openingtwo hotels in Switzerland, at Zurich and Lully. The "Golden Arch Hotels"were positioned as four-star facilities with the latest inroom technologyand very original, modern interior design. Reactions and reviews ofguests following their stay there were mixed.Most seemed to agree, that the hotels four-star rating didnt seem tocorrespond with McDonalds image. The Golden Arch in Zurich isMcDonalds first hotel.IMPORTANCE OF PLC IN MCDONALDS 40 | P a g e

41. The requirements of customers change over time and thus the productoffering has to be changed accordingly. What is the trend today may beout of market within few weeks. Thus continuous innovation is required.To counter these changes McDonalds has continuously introduced newproducts and has phased out the old ones which were at the declinestage of their PLC. The introduction is timed such that the new productdoes not cannibalize (which eats same of it) the product already in thematurity or growth stage. Thus the secret lies in getting profits withdifferent products in the different stages of the PLC.A perfect example of revitalizing a product in decline phase 41 | P a g e 42. The French Fries have been an important part of the McDonalds menuworldwide. But now it was in the stage of decline and was actually notgenerating proper return. In an attempt to revitalize it, a new variant wasintroduced namely Shake Shake Fries. This is being served with chatpataspice mix which has resulted in increase in the sales of French Fries andhas elevated it from to the decline stage.This is used to delay the decline of a well established product which hasthe potential of generating further revenue. 42 | P a g e 43. MCDONALIZING THE SUPPLIERSMcDonalds has changed the nature of not only the food service industrybut also the food processing industry as well. McDonalds realized thatthe battle between fast food chains would increasingly be one ofefficiency of supply, lower cost production and greater desire to innovate.It pioneered with innovative and sophisticated food distribution andpackaging systems when the traditional food processors were unwilling orunable to supply food items that McDonalds demanded. They achievedamazing consistency by giving more attention than anyone else to fieldservice and training at store level. Production was concentrated in hugeplants devoted exclusively to McDonalds. McDonalds also started withtiny suppliers and grew with them displaying great loyalty.Nowhere is the supplier loyalty more evident than in development of new,improved products. Some of McDonalds classic food items like Filet-o-Fish, French Fries, and Chicken Nuggets etc. are results of supplierinnovation. Interestingly, it took KFC more than three years before infinally introduced its own version of chicken nuggets. Thus suppliertechnological expertise had given McDonalds a product which was not amere marketing innovation but a technical one. McDonalds

attempted tosqueeze labour out of the stores by moving more preparation back intothe processing plant, creating the opportunity to develop unique productsbased on suppliers processing skills. For the first time, McDonaldssuppliers became the focal point of new product development. Thisconverted the fast-food industrys most fragmented distributed systeminto more efficient one which helped McDonalds reduce its inventory andmanage costs effectively.OPERATIONS COMPETITIVE STRATEGY 43 | P a g e 44. McDonalds Corporation competes in a challenging market segment byproviding needsatisfying products to customers. In this segment,ineffective competitors often fail without proper strategies.To sustain its viability, the McDonalds corporation employs an effectivecompetitive strategy to make it stand out against competitors such asother fast food restaurants. McDonalds competes on several bases,including: 1. Cost 2. Speed and 3. Nutritiontheir strongest priority is making customers happy. The companyrecently made strong changes to its process by introducing the Made forYou system.COMPETITORS ANALYSISMcDonalds has been a leading fast-foods outlet in Vile Parle. But theoutlet understudy has other competitors eating away into its marketshare. In addition to its traditional rivalsKFC, Dominos, Pizza Hutthefirm encounters new challenges. Jumbo King competes using a back-to-basics approach of quickly serving up burgers for timepressedconsumers. On the higher end, the KFC has become potent competitor inthe quick service field, taking away customers from McDonalds.Perhaps in the new environment, fast, convenient service is no longerenough to distinguish the firm. At this time, a new critical success factormay be emerging: the need to create a rich, satisfying experience forconsumers.This brings us to service and experience based competition whichMcDonalds can use for competitive advantage against Jumbo King. 44 | P a g e 45. Keeping in mind the demographics of the area, McDonalds has Wi-Fienabled the outlet to cater to the student community.It is for this overall Food, Fun & Folks experience that customers pay apremium over the other competitors.MCDONALDS COMPETITORS:COMPETITION BASES:SPEEDMcDonalds competes on several bases mainly to make their customershappy by providing speedy, affordable, and nutritious foods.Through

extensive market research and survey, the organizationdiscovered that its customers desire speed as one of the restaurants toppriorities.Therefore, McDonalds vision aims to provide fast, friendly and accurateservice. McDonalds realizes that specific targets are necessary to 45 |Page 46. measure the performance of speed, and continuously takes relevantmeasurements to compare actual performance with desired targets. Toachieve efficient service times, the company utilizes proven, standardizedtraining processes for its employees and new drive-thru layouts to reduceservice times. Along with speed, McDonalds also competes by offeringprices at a low cost.COSTTo offer high quality products at low cost requires efficient processesthroughout the entire McDonalds organization.Once again, this goal is built into their vision statement when they claimthat We will be the most efficient provider so that we can be the bestvalue to the most people. McDonalds incorporates several ways ofapproaching to provide great value to its customers. One strategy that thecompany has employed for many years is the value meal.The value meal allows customers to buy a sandwich, French fries, andbeverage at a discount when purchased together. McDonaldsrestaurants offer from seven to twelve value meals, both for their lunchmenu and breakfast menu.More recently, McDonalds began offering a 46 | P a g e 47. value menu, consisting of many individual items costing only $1.00 each.First tested in southern California, the value menu has proved to be verysuccessful and has been since incorporated to the individual stores.Some individual franchise owners choose to offer daily specials of specialmenu items, such as $0.39 hamburger Wednesdays, or other similarspecials. Big Mac Mondays are a popular regional promotion.NUTRITIONMcDonalds third main competitive base is nutrition. The organizationunderstands that health trend is an increasingly popular trend therefore;the organization has recently focused extraordinary efforts to promotetheir new nutritious choices. Although not specifically built into theorganizations vision, McDonalds has already introduced many options toachieve this goal.In the United States, Go-Active meals have been offered within the lastfew years. These meals include a salad, bottled water, and a step-o-meter to help customers keep track of how many steps

they take a day.Other countries have seen similar healthy options. The United Kingdomsaw fresh fruit bags, containing apples and grapes, as an alternative toFrench fries. Not only does McDonalds care about its customers, but it isalso considerate of its employees health. In Europe, the organizationworked with external nutritionists to develop an Employee Guidebookwhich contains tips and nutrition information for healthy lifestyles.McDonalds has assembled their Global Advisory Council on BalancedLifestyles. This council consists of exercise & obesity specialists,environmentalists, and other professionals to ensure that McDonaldstakes appropriate steps in helping its customers achieve optimal health. 47 | P a g e 48. The company is also utilizing technology to their advantage. The currentMcDonalds website lets a user select any combination of menu items,place the items in the online bag, and conduct a nutritional analysis ontheir selections. The user can break down the analysis even further thana menu item, down individual condiments, including ketchup; pickles etc.Not only has the company introduced many steps to ensure nutrition, butit will strive to continue the trend toward nutrition. McDonalds plans toadd additional healthy menu options (fruits and vegetables) increasenutrition awareness among McDonalds employees; conceive new waysto deliver nutrition information to its customers, and other actions.CHANGE IN STRATEGYMade for YouMcDonalds organization recently underwent drastic strategy changes toserve better to their customers. Under their old system, the companywould make several sandwiches at once, and hold the sandwiches in awarming bin until purchased by a customer. Under this system,management had to accurately predict how much food had to be put onhold. Accurate prediction had to be used because if there were notenough food placed on hold, this would create the problem of increasewaiting times for customers, and too much food would cause waste of 48 | P a g e 49. expired items. McDonalds dramatically changed their strategy in order tostay competitive with other fast food organizations.In 1999, McDonalds spent $181 million to introduce their Made for Yousystem. Under this new system, standard food items are not held in a binuntil they are sold. In the Made for You system, modern technologygreatly assists McDonalds

operations. When a customer places anorder, the sandwich items are immediately displayed on a computermonitor in the kitchen and a tone sounds to alert the kitchen staff.Upon a new order, an employee in the kitchen will toast the bun, andassemble the sandwich accordingly.Standard items simply list the name of the sandwich, while customizedorders list the sandwich name and the desired condiments. Once thesandwich is assembled, it is presented to the food loading area, where adifferent staff person retrieves the sandwich and completes the order byadding French fries, desserts, etc. The system works the same for frontcounter orders as well as drive-thru orders.Unfortunately, the introduction of the Made for You system did not comeeasily. McDonalds watched its customer satisfaction drop for the threeconsecutive years beginning in 1999. After further research, they realized that although the new systemprovided fresher food, it was not as quick as the previous system. Insteadof reverting back to the old system, McDonalds continues to fine tuneMade for You and add new options to help the system work faster.Revitalization PlanIn order to cope with the first ever quarterly loss that resulted frominefficient use of the Made-for-you-system McDonalds has devised a newplan to increase profits. Previously, the corporation emphasized adding 49 | Page 50. more restaurants to increase sales, but the new plan places emphasis onincreasing sales at existing restaurants.The new plan will reduce spending, to enable more cash to shareholdersthrough dividends and share repurchases. Specific goals of therevitalization plan are to: y Attract new customers y Encourage existing customers to visit more often y Build brand loyalty y Create enduring profitable growthThe main goal is to increase sales by creating an exceptional customerexperience. McDonalds plan is to achieve this goal by focusing on itspeople, products, places, prices, and promotions.MenuAlong with changes in their process strategies, McDonalds has flirtedwith menu changes as well. Last year, they offered a new taste menu,where they offered a new sandwich for one week. The purpose was tooffer customers a variety of options to satisfy peoples desire for variety.However, the new taste menu proved to be ineffective.Some customers would fall in love with an item, but it would only last oneweek, and they would be frustrated that they couldnt purchase their newbeloved favorite sandwich.More recent changes to the menu have proved effective. McDonaldrealized

that many of todays customers seek healthy food options, andtheCorporation has offered items accordingly. As mentioned above inCompetition Bases, McDonalds now offers a wider variety of nutritious 50 | P a g e 51. items and provides information to help its customers as well asemployees make informed healthy choices. E.g. Vegetarian MenuCORPORATE SOCIAL RESPONSIBILITYAt McDonalds, making customers happy is what our business is allabout. And we know it takes a lot to make that happen. We work hard toprovide every customer with a choice of meals and an experience thatexceeds their expectations.The preceding statement is the quote which introduces McDonaldsWorldwide Corporate Social Responsibility Report (2004). Although thecompany strives to compete on several bases, their ambient goal iscustomer satisfactions. They reach this goal through a variety of efforts.McDonalds visionary goal is to continually improve their organization.One example is the manager on duty task of completing a travel pathevery thirty minutes of his shift. During a travel path, the managerpersonally checks every aspect of the restaurant, including: the lobby 51 | P a g e 52. area where customers eat, the restrooms, the grill area behind thecounter, the walk-in refrigerators and freezers, the stock area, as well asthe entire perimeter outside the restaurant.Through completing travel paths, management continuously checks everyaspect of the restaurant throughout the day.In addition to short term continual improvement, McDonalds organizationalso thinks ahead for long term improvement.To ensure that they serve 100% safe food, McDonalds conducts foodsafety tests multiple times throughout the day. The corporation changesFood Safety book used by the managers several times a year, in effortsto think toward the future for the most appropriate variables to measure.Along with internal improvement to the organization, McDonalds alsocollects external information from its customers to discover which aspectsthe company performs well, and which aspects could be improved. Themanager is supposed to talk to at least one customer during each travelpath and the manager can immediately react to this direct face-to-facecommunication. On a larger scale, McDonald surveys its customers twotimes per year. To entice customers to submit feedback, the organizationoffers a free sandwich in return for a completed survey.In summary,

McDonalds strives to reach its goal of making customershappy through their normal competitive bases of speed, price, andnutrition, and they also ensure customer satisfaction through continualimprovement of their operations.SWOT ANALYSIS 52 | P a g e 53. The Road Ahead y Entry to Tier 2 and Tier 3 cities The main target customer for McDonalds is the new urban Indian family. With the customer demographics constantly changing and tectonic social and cultural shifts being observed in Tier 2 and Tier 3 cities due to globalization, the company is now expanding to Tier 2 cities like Pune and Jaipur. y Rolling out McBreakfast across all outlets In India, the company has recently launched its entry into the breakfast food category. This is now launched on a pilot basis on select stores. In Mumbai, it available at the Vile Parle outlet. The company views this category as a key growth driver in future. VS 53 | P a g e 54. The young generation of India has moved towards junk food against thetraditional Indian homemade food. People have started to live a fast andspeedy life, so much so that they prefer going to the junk foodiesrestaurant and eat food in just few minutes instead of making lunch/dinnerat home and wasting 2 to 3 hrs in preparing it.It all started with the invention of McDonalds in INDIA, junk food hasbecome more popular between the young youth as McDonalds launchedits branch in most of the major cities of INIDA. Along with McDonaldsmany other junk food brands have started their business here.One of a direct competition to the evergreen business of McDonalds thatrecently launched here in Mumbai is Kentucky Fried Chicken commonlyknown as KFC which is famous for its fried chicken.Non-Veg lovers can have a feast in KFC, the VEG lovers are sidelinedand are not taken of that much care; there is no variety for the veggieshere in KFC, as much as they have in McDonalds.In MC Donalds you get a wide variety of choices for both VEG and NON-VEG lovers. When it comes to Quality KFC is far behind from MCDonalds, they really need to maintain their quality standards well if theywant to rise up the ladder and compete with McDonalds.Presentation skills also matters and no one can really beat MCDonalds for that, they have these different offers from time to time, theyhave special offers for 12 months of the year for kiddies, they give

awayfree toys etc, all this is really required if you want to win away the masses.KFC does not offer any of those. Presentation skills at KFC are reallypoor. 54 | P a g e 55. So my advice to KFC would be pay more attention to peoplemanagement, communication skills, have a complaint box or feedbacksurvey done which will help you know where and what is you lackingbehind.MCDONALDS EXPERIENCEMarketing in a services industry is becoming an increasingly complexchallenge. The paradigms of service marketing demand a passionateunderstanding of customer expectations and perceptions, and linkingthem to product design & delivery as well as operational planning. This iswhere McDonalds has excelled due to its ability to successfully integratethe customers perspective in its products and operations in acomprehensive manner. The revamped menu in India is an example ofMcDonalds strategy of integrating the customers perspective in itsproducts. And, the operational integration is clear from McDonaldsemphasis on its suppliers as its customers as well as its treatment of itsconsumers as co-producers of services. The ultimate aim of ServiceMarketing is not just to become a Service Leader but to create a ServiceBrand. The Service Delivery Process is the key to achieving this aim ofService Marketing. Supplementary process Service delivery process Core productsDuring the Service Delivery Process, each moment of interaction betweenthe firm and the customer, called Moments of Truth, helps understandthe opportunities that a firm has to win or lose the customer. For example,these moments of truth are created for McDonalds every time the guard 55 | P a g e 56. at the McDonalds outlet meets the customer, every time an attendanttakes down the order from the customer waiting in the queue, every timethe cashier interacts with the customer, every time the attendant helps thecustomer guided the customer towards the table, every time the attendantcleans the table, etc. Moments Of Truth The Service Encounter customer service provider service delivery pointsManaging these moments of truth is a great challenge in ServiceMarketing especially due to customers involvement as a co-producer ofservices e.g. McDonalds self-service concept wherein the customer notonly collects the order but also cleans the table after consuming the food.However, McDonalds has been able to create a great experience for itscustomers by understanding the nature of the entire Service

DeliveryProcess and the various stages in the process that are exposed to thecustomers. Transparency in the processes at its outlet has helpedMcDonalds bring the back office in its outlet at the front so that thecustomer is able to know the operations and provide feedback on servicedesign improvements. 56 | P a g e 57. Internal Customer Focus is equally important as External CustomerOrientation in order to win these moments of truth. McDonalds focuson its People and their service delivery methods therefore plays a veryimportant role in creating a successful Service Brand. The quality and theconsistency of the service delivered by McDonalds have been greatlyenhanced by the combination of the factors mentioned above. This hashelped McDonalds become Service Leader and a successful ServiceBrand. This is evident from the fact that very few of its customers opt fortake-home parcels or home deliveries while most of them prefer to eat atthe outlet and enjoy the McDonalds experience.FACTS AND FIGURESYear Events1955 Ray Kroc opens his first restaurant. McDonalds Corporation is created1957 Quality, Service, Cleanliness and Value (QSC & V) becomes company motto1963 Ronald McDonald makes debut1965 The company goes public1968 Big Mac is introduced`1974 Happy Meal is launched1996 McDonalds opens in India, the 95th countryWORLDWIDE FINANCIAL PERFORMANCEDollars in million 1990 1991 1992 1993 1994No. of restaurants 11,803 12,418 13,093 13,993 15,205 57 | Page 58. System wide sales 18,759 19,928 21,885 23,587 25,987- US 12,252 12,519 13,243 14,186 14,941- Outside US 6,507 7,409 8,642 9,401 1,046Total revenues 6,640 6,695 7,133 7,408 8,321Operating profit 1,596 1,679 1,862 1,984 2,241Net profit 802 860 959 1,083 1,224 ACTIVITY TIME BUDGET ($) PERIODAverage age of big Mac product 2009-2011 1,000,000.Promotions of big Mac product Complete 3,00,000 year 2009Mcdelivery service 2009-2011 50,000Launched N mixed Happy meal 2009-2011 300,000Reputation in training 2009-2011 25,000Marketing Advertisements 2009-2011 1,00,000 58 | P a g e 59. Adapting automated machines 2009-2011 40,000 Total 1,815,000 budgetMCDONALDS INDIAN SUPPLIERSNORTH AND EAST INDIA NO.OF OUTLETSDELHI 33U.P. 22HARYANA

11PUNJAB 7RAJASTHAN 3UTTRANCHAL 1WEST BENGAL 1HAMACHAL PRADESH 1WEST AND SOUTH INDIA NO.OF OUTLETS 59 | P a g e 60. MAHARASHTRA 32GUJARAT 7KARNATAKA 7ANDHRA 4M.P. 3MCDONALDS OFFER SCHOLARSHIP TO STUDENTS IN USLocal Chapters of Ronald McDonald House Charities (RMHC), withsupport from RMHC Global, McDonalds Corporation and McDonaldsrestaurants, offer scholarships to students from communities who facelimited access to educational and career opportunities. Thesescholarships are part of the RMHC and McDonalds ongoing commitmentto education.HAMBURGER UNIVERSITIES 60 | P a g e 61. Today, more than five thousand students attend hamburger universitieseach year. Since 1961, more eighty thousand restaurants managers, mid-managers and owners have graduated from this facility.QUESTIONNAIREQ. Which is your favorite product at McDonalds? favourite product 10% 7% 9% 14% maharaj mc11% mc chicken burger 11% french fries chicken mcnuggets mc puff 38% fileto fish otherQ. Is the product line in McDonalds adequate? 61 | P age 62. is the product line adequate 39% 27% yes no average 34%Q. What is the main problem you faced at McDonalds? problems faced in McDonalds long queues 40% 28% rude behaviour of employees congestion 13% 15% other 4% no problemQ. Which area do you think needs the most improvement? 62 | P a g e 63. improvement 10% 6% 10% 31% delivery capaciousness product variety 20% price 23% offers and dis othersQ. What is the first thing that strikes your mind about McDonalds? first thing about McDonalds that strikes customers mind 22% 32%4% burger golden arches service 17% 25% value for money funQ. Do you like McDonalds? 63 | P a g e 64. customers view points 7% 12% yes no 25% 56% yes & no no exp CONCLUSIONMarketing Strategies implied by McDonalds clearly gives the entirecomprehensive information that is necessary for the growth anddevelopment of a business enterprise. Basically, the strategies that areimplemented by McDonalds includes many basic essentials features likemarket research, innovative ideas, customers views, forecastingconsumers demand, planning,

organizing etc, these are the few basicessentials elements that plays a vital role for the successful business andalso in creating the brand name of a product. Today, in this fast movingdynamic world the demand for goods and services are increasing at analarming rate due to which there is greater competency and competitorsruling in the market. Therefore, most of the companies adopt differenttypes of marketing strategies in order to serve their customers in a morebetter and efficient manner than their competitors so that, their businesscan easily survive in the market. Even corporate companies like Relianceand Tata industries are implementing various strategies from past many 64 | P a g e 65. years. This shows that marketing strategies provides competitive edge forevery business unit. BIBILOGRAPHY www.McDonaldsIndia.com www.Google.com www.wikipedia.com 65 | P age