Operational Excellence

Operational excellence means focusing on delighting customers so that an increasing percentage of customers looks forward to coming to McDonald’s more often. Operational excellence meant improving product and service quality. The aim was to restore product quality to the original “gold standards.” It meant revisiting and improving processes.

Operational excellence involves creating an efficient and effective balance between meeting customer expectations and at the same time minimizing waste.

Claire Brabowski was the leader responsible for operational excellence. She appreciated the challenges of restoring brand relevance as the basis for brand revitalization. She knew that cost management alone was not a formula for enduring profitable growth. As customer demands evolve and consumers require more choices, McDonald’s needs to increase the variety of products on its menu. And, the need for real operational excellence increases.