This is what happens when the chains are too loose…

Much of the UK press carried this story about the McDonalds restaurant in Sidcup, south London.  Someone at the store, presumably the Unit Manager, decided to ban ‘youths’ after 7.00 pm on Saturday evenings, due to some earlier disruption.  They placed a misspelt notice in the window and almost caused a riot.  The reaction on social media was equally vehement.  Head Office had to apologise…

In chapter 3 we explain the so-called ‘service firm life cycle’ (pages 72 to 74).  A key feature of consumer service firms, such as restaurants, hotels and retail, is that as they expand the physical and human assets become more and more geographically dispersed.   Operations serving customers are managed by unit managers at a local level, typically overseen by area management with responsibility for up to 30 outlets.  One of the key challenges in this context is the balance between system-wide policies or standards and the need to respond to local market conditions.   We briefly discuss this when discussing the so-called ‘plural form’ (pages 75 to 76).

The Sidcup McDonalds case is a good example of local management taking the initiative, but contrary to the company’s family friendly image.  Made worse by the poor execution of this dumb decision.

This entry was posted in Chap 03 Processes and life cycles, Sector: Hospitality & Tourism and tagged . Bookmark the permalink.

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