Organizational culture of McDonald's, R. Hidalgo: A case study

• Main Authors: Illescas, Marie Jane, Sunga, Maria Theresa L.
• Format: text
• Language: English
• Published: Animo Repository 2001
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/17107
• Institution: De La Salle University

The primary focus of this study is to identify and describe the organizational culture of McDonald's, R. Hidalgo. It examined the significant attitudes, behaviors, beliefs and common values of the organizations the means used by the managers to inculcate attitudes, behaviors, beliefs and common values to their crew and customer's perception of attitudes, behavior, beliefs and common values in terms of services delivered. This is a descriptive study. The study has 3 sets of respondents: composed of 4 managers, 10 crew and 50 customers. All in all, there are 64 respondents. In-depth interviews were used for the selected managers and 10 crews while a survey questionnaire was used to gather data from the customers. Descriptive statistics was used to analyze the data gathered. Pakikisama or smooth interpersonal relationship and a guarantee of 100% total customer satisfaction were revealed to be the most important and significant attitudes the crews have on McDonald's, R. Hidalgo. While, for the managers, on the other hand, maintaining a friendly working atmosphere is the attitude that they value most. The managers and crew share a relaxed but professional working atmosphere. Both the managers and crew revealed same level of commitment to deliver 100% total customer satisfaction. The four corporate values that surfaced from the study were (1) customer care, (2) teamwork, (3) sense of ownership, and (4) dedication and commitment. To ensure conformity of the crew to the rules and regulations, the managers utilize the value and practice of leadership by example, positive recognition to their effort and giving of progressive disciplinary action when only necessary. The management also provides programs such as cross-training and crew training to ensure that they give high quality food and services. The managers use bulletin boards, plaques and leader influence to ensure that the core values and beliefs of the organization are shared by the managers and crew. Crew meeting, orientation and everyday FUSOC are the mechanisms' used by the management to ensure the spirit of McDonald's corporate values in the organization. Customers survey revealed that customer perceive the McDonald's taste and quality of food, management and crew service, cleanliness and ambiance as satisfactory. Also, managers and crew were perceived to be good, friendly to customers and prompt in handling customer complaints. In addition, crew behavior towards work and customers were found to be good and accommodating.