Continuing with our theory that McDonald's management doesn't know what's going on
in the restaurants - here's another example.
On Monday a CNBC host attended the opening of the new Chicago office building. During
an interview with the McDonald's CEO, CNBC's Jim Cramer popped in with a question
from their studios in NYC. His question, or complaint, was about the slowing speed of
service at quick serve restaurants.
The response was pathetic. It was all about the new gimmicks to speed up customer ordering. Nothing about what's going on in the kitchen. Nothing about operational complexities.
Speaking as one with decades of operations experience, and now a frequent McDonald's customer, the problem isn't about the ordering process. The problem is how long I have
to wait for my food after I order.
If all management intends to do is fiddle with the ordering process then things are only
going to get worse and working at McDonald's will only become more difficult.
As one person put it on twitter, "Thanks McDonald's for the more comfortable furniture.
It gives us a place to sit while we wait for our food".
It's going to be tough to fix an operations problem when so few of the people in charge
know anything about operations.
The service question and the weak response is at the six-minute point in this video.
McDonald's CEO: We are evolving the business in a meaningful way: