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McDonald's is the world's leading food service retailer with more than 30,000 restaurants in 119
countries serving 46 million customers each day. McDonald's is one of the world's most well-
known and valuable brands. McDonalds have stores, and franchise opportunities, all over the
world, including India. In India Hardcastle Restaurants Private Limited owns and manages
McDonald's restaurants in the west of India, while Connaught Plaza Restaurants Private Limited
owns and manages the northern territory McDonald¶s restaurants.


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By the way of standardizing the production and customer service processes, it aims at ensuring
conformance to a pre-determined quality standard at every instance of customer engagement.

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McDonalds try to deliver the market offering in the minimum possible time through operational
efficiency.

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With the help of ERP McDonalds maintain the adequate levels of inventory and are replenished
as and when required

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With more than 30,000 restaurants in 119 countries, serving 46 million customers daily, and
being the world¶s largest holder of real estate, McDonalds Corporation has a clearly apparent
objective to maximize its reach in order to tap the entire market potential


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In India, McDonald has identified, collaborated and synchronized its operational process with a
select few supply chain partners.

McDonald¶s distribution centers in India came in the following order: Noida and Kalamboli
(Mumbai) in 1996, Bangalore in 2004, and the latest one in Kolkata in 2007.

McDonald¶s distribution partners are ±

&01&2#(!1 &‘..0'& 0‘3Distribution Centres for Delhi and Mumbai4

An integral part of the Radhakrishna Group, Foodland specializes in handling large volumes,
providing the entire range of services including procurement, quality inspection, storage,
inventory management, deliveries, data collection, recording and reporting .It is more of a one-
stop shop for all distribution management services. It provides dry and cold storage facility to
store and transport perishable products at temperatures up to -22 Degree Celsius. Its effective
process control for minimum distribution costs.

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&(#*‘ 0"!)#($! (Supplier of Cheese)

[‘ Fully automatic international standard processing.

[‘ Capability to convert milk into cheese.
[‘ Stringent quality control measures and continuous Research and Development.
[‘ Collection centres for milk equipped with bulk coolers.

#(2&*&‘ /#(,"')"#$‘(Supplier of Iceberg Lettuce)

Successfully grows specialty crops like iceberg lettuce, special herbs and many oriental
vegetables.

A large cold room and a refrigerated truck for transportation where the temperature and the
relative humidity of this crop is maintained between 1 degree and 4 degree Celsius and 95%
respectively.

(!)&‘#.,$!!$0‘..0!‘+)‘)0 (Supplier of Chicken and Vegetable range of products)

[‘ Produces a range of frozen chicken and vegetable foods.

[‘ Separate processing lines for chicken and vegetable foods.
[‘ Capability to produce frozen foods at temperature as low as ± 35 degree Celsius to retain
total freshness.
[‘ International standards, procedures and support services.

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 -#()‘..0 (Supplier of long life UHT Milk and Milk Products for Frozen Desserts)

Has state-of-the-art fully automatic machinery requiring no human contact with product for total
hygiene. They produce homogenized UHT (Ultra High Temperature) processed milk and milk
products. Adheres to strict quality control supported by a fully equipped quality control
laboratory.

#$-(,&‘ 0"!)#($! (Breading and batters)

Cremica Industries located in Philaur, Punjab provides breading and batters to McDonald.

In view of the largely vegetarian population of India, McDonalds has ensured complete
segregation of the cooking process of vegetarian food, from that of non-vegetarian food‘ And
Beef and Pork servings are a strict NO-NO because of culture and heritage of India is different
from that of western nations.

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McDonald¶s process standardization makes it a unique entity. It makes McDonald stand out from
any other restaurant. McDonalds follows a very strict rigorous selection process when it comes
to providing a franchisee. It thoroughly tests their level of commitment to customer service and
motivation. Only after being satisfied that they meet a certain level of standards, are they allowed
to be a McDonald franchise. McDonald ensures that it itself builds the restaurants, before being
rented to the franchise. The franchise owner is trained at Hamburger University to shape his
orientation towards service operations at McDonald outlets.

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McDonalds has always been dependent on promotional campaigns. It invests heavily on its
promotion from time to time by the way of integrated marketing mix tools such as television
advertising, sales promotion, bill boards, hoardings, pamphlet distribution, internet ads etc.

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It has positioned itself as provider of fast, inexpensive and quality products.

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McDonalds in India has always kept the customers at the scheme of the things. They have
always kept the customers happy by providing them quality product at cheap prices and the sales
promotion techniques used by McDonald also target the customers and it stands out from any
other restaurant.

 
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McDonald¶s competitive edge comes from all the above mentioned factors. These factors have
enabled McDonalds to realize its objectives of maximizing customer satisfaction through
provision of superior quality products, in shortest possible time, at the lowest possible price,
which is topped by a well trained and highly responsive front end team. This has enabled
McDonald to achieve the status of market leader in its industry. Although it is expanding its
operations at a very past pace, it has always ensured a zero-compromise approach while dealing
with its operational quality. Giving customers the maximum satisfaction has been the main
motive of McDonalds and this would not have been possible without an apt supply chain.

This all was able to achieve with effective internal excellence, proper planning and appropriate
supply chain model. The supply chain management of Mc Donald has earned them not only
revenue but brand, customer loyalty, reach, recognition in all respects. The strategies developed
by its experts, thus allows for the company to increase in revenues, quality, and bring about
consumer satisfaction. With all these new strategies not only the franchisees will benefit but also
the customers