Case studies

• Globalisation

  Case study: Maccas 

  • 38’000 restaurants in 120 countries 
  • Serves 68 million customers per day 
  • Employs 1.7 million workers
  • Brand value of $46 billion (2020)
• Quality expectation

  Case study - Tiffany & co:

  Meet customer quality expectations 

  • Sourcing partnerships
  • De Beers Diamonds - the world highest highest-quality diamond merchant
  • Internal processes that emphasise quality

  Differentiation

  • Contemporary designs 
  • High-quality products
  • Customer service 
  • Location + store
• Gov. Policies

  Case study: Maccas 

  • Food standards Australia New Zealand 
  • Provide food std
  • Food Handling 
  • HACCP (Hazard Analysis and Critical Control Point)
  • Hundreds of stringent food safety procedures based on HACCP
  • Source ingredients from our approved suppliers who meet strict food safety + quality std.
• Enviornmental sustainability

  Case study: Cadbury

  Sustainable practices that Cadbury uses

  • Teach cocoa farmers to grow and farm this input in a way that benefits the environment 
  • 209,000 farmers have been trained
  • Tree planting 
  • 198,000 farms mapped to monitor deforestation
• Transformed recources: materials

  In an average year, Maccas uses

  • 84.5 million cage-free eggs
  • 133 million kg of potatoes 
  • 30 million kg of beef
  • 5 million kg of cheese
  • 18 million kg of chicken 
  • 7.2 million kg of fresh lettuce
  • 69 million liters of milk
• Transformed resources: Infomation

  • Mcdonald's uses data on customer satisfaction to influence operations processes
  • Customer feedback 
  • Analysis of data figures 
  • Increased role of digital ordering mainly through their mobile ordering app
  • Provides the company with unprecedented levels of data about customer behaviour and choices
• Transformed resources: customers

  • Introduction of grilled chicken, salads and healthier meal combos → Health-conscientious consumers 
  • In 2021 Maccas Australia removed its Mcveggie burger due to a lack of sales 
• Transforming resources: HR

  • Across 1025 stores Maccas employs 110’000 people
  • Front counter crew → direct link between the customer and the assembly of all inputs used to create the meal
  • Slowly being replaced by self-service kiosks (capital-labour substitution)
  • Drive through →specialist role, increased focus on this method of service
• Transforming Resources: Facillities

  • Maccas invested over US$1.9 billion in capital in 2022 (half of which is spent upgrading existing stores
• Outputs custimer service:

  McDonald’s

  The Standards of Business Conduct - The Promise of the Golden Arches states: “We place the customer experience at the core of all we do. Our customers are the reason for our existence. We demonstrate our appreciation by providing them with high-quality food and superior service, in a clean, welcoming environment, at great value. Our goal is QSC&V [Quality, Service, Cleanliness & Value] for each and every customer, each and every time.”
• Outputs Customer service:

  McDonald’s value its customers and seek customer feedback through in-store questionnaires and website and event offering customers free products for their feedback.
• Case study

  Qantas

  •  uses 10,000 suppliers a year
  •  10 billion dollars
  •  SCM (supply chain management)
  •  sourcing and purchasing resources EG fuel
  •  storing the resource( making it available when needed)
  •  moving the resource
  •  transforming the resource
• JIT:

  • Examples 
  • Car manufacturers
  • May order all the necessary parts and start producing the car only when it receives an order from the dealership 
  • Supermarket 
  • May receive many small deliveries throughout the day 
  • Products are always stocked on the shelf but there is not stock out back