McDonald's quality management (2023)

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McDonald's quality management (1)


The International Organization for Standardization defines Quality Management Principles (QMPS) as “a set of fundamental beliefs, standards, rules and values ​​that are accepted as true and can be used as a basis for quality management” (ISO, 2015). The role of QMPS can be identified as a way to drive performance improvement in an organization. The main objective of quality management is not only to emphasize product and service quality, but also to implement various methods to achieve the overall objective. The seven quality management principles defined in the International Standard for Quality Management are:

QMP 1- Customer Orientation

QMP 2 - Leadership/Senior Management Commitment

QMP 3 - People Engagement/Employee Participation

QMP 4 Process Approach

QMP 5- Continuous Improvement/Improvement

QMP 6 - Evidence-based decision-making

QMP 7 - Relationship Management/Supplier Relationship Management

This blog aims to discuss three main QMP principles that matter at McDonalds, namely;Customer orientation, process approachYManagement of supply RELATIONS.

McDonald's quality management (2)

the history of mcdonalds

"From drive-through restaurants to Chicken McNuggets to Hamburger U college credits, they've had quite the journey" (McDonald's, 2014). Dick and MacDonald originally lived in New England but, having no success in the film industry, immigrated to California in the 1940s to explore business opportunities. Consequently, the brothers were successful in operating drive-thru restaurants. McDonald's first menu consisted of Big Quarter Pound, French fries and chicken nuggets. Their main breakfast is known as Sausage McMuffin with egg.

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The recognized success of the restaurants allows McDonald's to maintain its title as one of the main and most recognized food retailers in the world. This success led the brothers to transition their business to franchising. McDonald's has over 35,000 local restaurants in over 100 different countries (McDonald's, 2014). This food chain serves more than 70,000 million customers worldwide every day and employs a total of approximately 1.9 million people (McDonald's, 2014) (Steve, Dudley, Hazen, 2012). McDonald's was able to gain a significant competitive advantage because it not only sells its products, but also changes the type of product and its ingredients according to the needs of each country or region. For example, they have expanded their menus to include a wide range of burgers and sandwiches, chicken and fish, various breakfast options, salads, sandwiches and sides, drinks and desserts, and shakes (McDonald's, 2014). In 1939, Ray Kroc became the sole distributor of the Multimixer (a smoothie mixing machine). He visited the McDonald brothers in 1954, which led to him becoming their franchise agent. Ray Kroc wanted to build a restaurant system known for high quality food and consistent cooking methods.

QMP – customer orientation

A customer can be defined as a person or organization that purchases goods and/or services from another company. An effective way to interpret the best way to meet your customers' needs is to look closely at how customers engage with your brand. Customers are vital to the survival of any business as they drive sales. without them the business is useless. Therefore, customer focus is a key element in measuring an organization's overall quality management.

McDonald's mission statement is "Our customers' favorite place and way to eat and drink" (McDonald's, 2014). This statement demonstrates that McDonald's reflects the importance of its customers and strives to exceed, not just satisfy, the demands and needs of its customers.

The health of its customers is one of McDonald's top priorities, which is why it has implemented several strategies aimed at serving food of the highest quality.

One such strategy followed by McDonalds is their antibiotic policy, as they believe that antibiotics must be used responsibly to maintain their effectiveness for human and animal health in the future. They achieved this goal in 2016 when the chickens they sourced in the US were not treated with antibiotics, only ionophores, which help keep the chickens healthy. Additionally, this was established in its global chicken and beef supply chain in 2017 and 2018 respectively. Because burgers are an integral part of their menu, McDonald's is committed to sustainable beef around the world, which means they use 100% real beef burgers, seasoned with just a pinch of salt and pepper. And most importantly, they contain no artificial preservatives, flavors or preservatives. colors. With that in mind, the company prides itself on its preparation and has developed a “made-to-order hamburger” policy to ensure that nothing is left to chance when it comes to quality (McDonald's, 2019). He also notes that McDonald's is committed to supplying only cage-raised eggs in the US and Canada by 2025. Additionally, they intend to use milk from cows that have not been treated with artificial growth hormones like RBST in their milk and milk products, and they must implement the use of 100% ground and whole coffee by 2020.

Additionally, members of McDonald's quality management focus on the nutritional contributions of their menu items. McDonald's prides itself on creating a menu that focuses on everyday nutrition for current and potential customers. Calorie consumption is a major concern within this organization as it seeks to promote and encourage people to have a balanced lifestyle. At the same time, “Happy Meals” were developed for children in smaller portions to provide the necessary nutrients, namely; protein, vitamin B, iron and calcium. Designed just for young children, the portion of fries will be less than half the normal portion, apple slices are added to all Happy Meals instead of fries, and a nonfat chocolate milk is also included in place of a Coke drink .

McDonald's quality management (3)
McDonald's quality management (4)
McDonald's quality management (5)
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Also, in 1963, McDonald's introduced its first mascot, called "Ronald McDonald, the Director of Happiness", to interact with customers and elevate the brand image from adults to children. Ronald McDonald played a clown wearing a red and white striped long-sleeved shirt, matching yellow overalls with red and white striped knee-high socks, and huge funny-looking red shoes. The main objective of this mascot is to entertain customers and bring joy and excitement into their lives, giving the impression that “life is made of good times” (McDonalds, 2019). To further improve customer contact, Ronald can communicate in 31 different languages.

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At the same time, McDonald's taps into the emotions of its environmentally conscious customers by embracing energy, packaging, anti-waste, recycling, logistics, communications, green dining and green working environment during the past thirty (30) years. It also demonstrates McDonald's accountability in The 2010 Global Best of Green.

Approach to the QMP process

The process-based approach is one of the eight quality management principles according to ISO 9001:2015. The process-based approach analyzes a company's inputs (raw materials) and activities (internal practices) that lead to its outputs (product). The focus of the process is to improve the quality of an organization's results through continuous improvement of internal practices. (Carson 2015) "Organizations improve their performance when leaders manage and control their processes and the inputs and outputs that connect those processes." McDonald's has frequently updated and improved many of its processes over the years, the company strives for sustainability and therefore has integrated activities to improve its position.


McDonald's is the biggest fast food franchise in the world and they hold the food they produce to very high standards. The company intends to serve good quality food that follows and complies withfood safety standardsand what it offerscustomer choice. The company states: “We are passionate about our food and we ensure that what we serve every day is safe, of excellent quality, varied and produced responsibly. We use real, quality ingredients to enhance the taste of our food and the mood of the people around the world who enjoy it." since 2008. McDonald's implements food safety standards based on science and risk. The company recognizes that The behavior and attitude of employees, suppliers and restaurant operators towards food safety is very important as the company maintains ongoing programs to educate and educate people on best food safety practices.

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Quality food is at the heart of its strategy and the company has taken several steps to ensure this. They do this by sourcing fresh ingredients to enhance the taste and flavors of their unique meals. To maximize the quality of their iconic burgers, they use 100% fresh ground beef from ethical farmers. Their burgers are made to order just to ensure freshness. The company also sources its fruits and vegetables from a number of certified sustainable farmers. When describing their ingredients, they often say it's "farm to table". The company also invests heavily in training its staff in food preparation to ensure consistency and good flavor for its products.
McDonald's has also added several seasonal menu items over the years to provide customers with variety and choice. The company has expanded its burger and fries menu to include desserts, coffee, salads and breakfast items. They have also adapted their menus for different regions and countries. In Trinidad, McDonald's offers fried chicken which is unique and not offered in the United States. It will likely compete with the biggest fast food restaurant in Trinidad, KFC. In India, they don't serve beef burgers due to the heavy Hindu presence in the country.

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McDonald's quality management (9)
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McDonald's quality management (11)


McDonald's has also improved its packaging over the years for more eco-friendly options. Packaging is a very important part of your production as it keeps your customers' food safe, fresh and warm. Its goal is “to source 100% of packaging from renewable sources, recycled or certified by 2025. This includes an interim target to source 100% of hospitality packaging based on virgin fiber from recycled sources or certified with zero deforestation to They also aim " recycle hospitality packaging at 100% of McDonald's restaurants by 2025. We understand that recycling infrastructure differs from city to city and country to country, but we plan to be part of the solution and help influence big changes.” The company has also chosen to reduce the packaging of some of its items to minimize waste.In some industries around the world, initiatives have been launched to go greener using primarily paper packaging.

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QMP - Relationship Management/Supplier Relationship Management

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“McDonald's prides itself on serving safe, quality food to customers around the world every day. The ability of McDonald's suppliers to provide safe, high-quality products that consistently meet our requirements and all applicable laws and regulations is critical to the continued success of the McDonald's system," according to McDonald's (2016).

McDonald's has taken the initiative to continue to develop and continually improve its supplier quality management system. The Dining Quality Management System is a system "developed to identify McDonald's expectations regarding food safety and our suppliers' quality management systems, including McDonald's policies/procedures/policies, etc.", according to McDonald's (2016).

ISO identifies four key benefits that companies should look for when managing their supplier relationships. These are:

Improved performance of the organization and its stakeholders by responding to the opportunities and constraints related to each stakeholder

Common understanding of goals and values ​​among stakeholders

Greater ability to create value for stakeholders by sharing resources and expertise and managing quality-related risks

A well-managed supply chain that ensures a steady flow of goods and services

Seven key elements of the Supplier Quality Management System are described: Food Safety and Quality Systems, Management Responsibility, Crisis Management, Essential Requirements, Food Safety System, McDonald's Product Requirements, and Continuous Verification and Improvement.

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Food safety and quality management systems

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McDonald's believes that to deliver quality, quality must be at the heart of all levels of business processes and operations. McDonald's requires its suppliers to implement, maintain and continually update strong food safety and quality management systems. The effectiveness of such systems must be demonstrated in documented processes, control measures and audits. These systems must be audited periodically, at least once a year. Documentation of food safety and quality management systems must be proactively managed, with all records securely stored and easily accessible upon request. All such documentation must reflect the most recent policy and procedure changes to date. The use of audits and records serves as evidence that the company is capable of maintaining its intended quality and food safety management system. Supplier management must also be adequately trained to manage the regulatory inspection process. This objective is consistent with the main benefit described in the ISO Quality Management Principles (2015), where “A well-managed supply chain that provides a steady flow of goods and services”.

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management responsibility

The Supplier Quality Management System requires supplier management to emphasize an internal culture of quality management and food safety aligned with the company's objectives to meet the quality requirements of the Company's Quality Standard and McDonald's. McDonald's has clearly expressed its need for quality and has made recommendations to suppliers through continual updates to its management documentation based on audits and customer feedback to better assist the supplier in improving the consistency and quality of its supplies. This demonstrates a proactive approach by McDonald's to maintaining a mutually beneficial relationship between it and its suppliers.

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crisis management

McDonald's has made it clear that it is prepared to work with suppliers in the event of a crisis. The Crisis Management Plan is a requirement of the Supplier's Quality Management System in case of catastrophic quality problems in product delivery. However, they have made provision that if public speaking is required, the supplier must first consult with McDonald's to decide the best course of action. Such a policy demonstrates the collaboration between McDonald's and its suppliers to achieve a more synergistic approach to crisis management. It also provides providers with a framework for integrating crisis management and risk aversion into their conscious strategy, a key concept that senior management may find useful when designing and updating their strategic plan. In addition, the Crisis Management Plan demonstrates McDonald's interest in supporting the supplier in developing its competence in quality risk management at a higher level. This shows an increased ability to create value for stakeholders by sharing resources and expertise and managing quality-related risks.

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McDonald's quality management (18)

Basic requirements for providers

McDonald's requires its suppliers to commit to meeting basic quality requirements. You must document, implement and maintain a food safety and quality management system. Supplier commitment to these requirements is supported by annual food safety compliance audits conducted by accredited third-party auditors.

An overview of some of these basic requirements supports the company's statements about supplier quality standards. The facility's food safety and security plans are in place to ensure that only authorized persons have access to the facility, that all local fire and safety codes are adhered to, and that all reported safety violations are fully investigated/suspected. Everyone involved in the installation must comply with Good Manufacturing Practice (GMP) requirements in accordance with all applicable laws and regulations.

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McDonald's quality management (20)
McDonald's quality management (21)

Supplier processes and procedures must ensure employee training and implementation of hygienic practices. These practices must include the hygienic handling and delivery of safe, high-quality products to McDonald's restaurants. Supplier is also required to appoint and train qualified personnel for all employees, including subcontracted workers at the facility. Training and evaluation records must be available for inspection by McDonald's at all times.

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McDonald's quality management (23)

Supplier facilities must be constructed to ensure the production of safe, high-quality products. The building must be maintained to prevent pest intrusion and pest accommodation. It is expected that a robust pest control system will be implemented and maintained. This is to ensure a working environment where safe, high-quality products are produced. Production facilities must be hygienically designed: organized to allow for adequate maintenance and cleaning to protect the food product from cross-contact with allergens and food contamination; to protect surfaces in contact with food or food packaging materials. Equipment must be in good condition to ensure that product production meets food safety and quality requirements.

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McDonald's quality management (25)
McDonald's quality management (26)

Food Safety Management System

McDonald's insists that all of its food suppliers implement the Basic Prerequisites Program, which includes personal hygiene requirements. The Hazard Analysis Critical Control Point (HACCP) plan must be validated and implemented in all facilities. The HACCP plan should also be reviewed at least annually, with appropriate revisions made and documented as changes to the product or process occur. A robust safety plan that includes physical hazards, chemical hazards, and microbiological hazards should factor into all hazard analyses.

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Suppliers must ensure that food, food ingredients and packaging in contact with food meet microbiological, chemical and physical criteria established by McDonald's. This may include microbiological, chemical and physical testing to comply with McDonald's requirements and applicable laws and regulations. Suppliers must implement procedures to prevent cross-contamination of potential allergens into manufacturing facilities.

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Policies and procedures must be documented to ensure that all ingredients, finished products and product packaging (both internal and external) can be traced throughout their history, from production to distribution. A risk analysis of ingredients and raw materials must be carried out and documented to ensure compliance with food quality and safety requirements and to avoid the risk of food fraud.

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McDonald's quality management (30)

product requirements

The McDonald's Company requires its suppliers to ensure that all suppliers of raw materials/ingredients and primary packaging (food contact) comply with supplier and McDonald's requirements and applicable local laws and regulations. Supplier processes are evaluated and must be available for review upon request. Materials/ingredients and primary packaging must identify critical product quality attributes, testing frequency and methods. Suppliers must establish and implement processes and procedures and demonstrate that products approved for the McDonald's system meet the requirements established in the product specifications.

Continuous verification and improvement

To improve product quality, suppliers must have processes and procedures in place to measure customer satisfaction, including employees at McDonald's and distribution centers. Customer complaints are reviewed to identify opportunities for improvement before being shared with the appropriate McDonald's contact.

Suppliers must establish and implement a process that includes: reviewing their quality and food safety management systems; Methods, frequency and responsibilities of verification activities; routine inspections by trained and competent personnel to ensure standard operating procedures and processes are followed; internal self-audits to determine compliance with quality and food safety management systems; External audits consistent with McDonald's expectations and evaluating the results of planned checks objectively and within the timeframes required by applicable laws and regulations. Results must be documented and communicated, and preventive and corrective actions must be maintained to continually improve the effectiveness of food safety and quality management systems.

McDonald's was able to improve the performance of its own organization and external companies by providing the supplier's quality management system. Being a very consistent and comprehensive system, it's clear that quality is critical in McDonald's supply chain. They've broken this construct down into seven guiding principles that are mutually beneficial to them and the vendors who supply food to McDonald's restaurants. All this corresponds to the main advantages of ISO in terms of relationship management.


Finally,Customer orientation, process approachYsupply management RELATIONSare the three most important QMPs that are analyzed. McDonald's puts its customers' health first, providing daily nutrition and caloric intake, and it doesn't stop there. McDonald's also went through the process of using more natural products used in food.

The second QMP, the process-based approach, made food quality the company's main strategy, implementing food safety standards through the use of fresh ingredients. The company also trains its employees in the correct preparation of food. In addition, part of the company's process approach focuses on the emotions of environmentally conscious customers, including "green packaging".

McDonald's Supplier Relationship Management benefits the organization through improved performance, shared goals and values, greater ability to create value, and a well-managed supply chain. More generally, to deliver quality, McDonald's quality and food safety management systems must focus on quality at all levels of operations and business processes; h in corporate records. Management's responsibility would always be to update their documentation through audits and customer feedback. The McDonald's Crisis Management Plan would be for a public address, however the supplier would need to check with McDonald's first. The basic requirement is to document, implement and maintain a quality and food safety management system that complies with all safety regulations. Also, Mc Donald's insists on food safety, i.e. h A robust safety plan that includes physical hazards, chemical hazards and microbiological hazards should consider all hazard analyses. Suppliers must ensure that food, food ingredients and packaging in contact with food meet microbiological, chemical and physical criteria established by McDonald's. McDonald's also focuses on product requirements, ensuring that all suppliers of raw materials and packaging comply with supplier and McDonald's requirements and applicable laws and regulations. As McDonald's strives to improve product quality, suppliers must follow existing processes for measuring customer satisfaction.



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