This report aims to describe a specific service process and make a blueprinting to show the relationship between internal and externally-facing processes.The specific service in my report is McDonald’s drive-thru service process.
In order to complete the service blueprinting, there must be including that the detailed blueprint thereof, particular attention also to the relationship between internal and external processes and the inputs required to support the processes.
The main search methods were combining with primary search and secondary search method. Through my personally taste, I can clearly know what is the general service process then draw a construct a pictures of how the externally-facing processes in McDonald’s drive-thru service.
The back-stage information is most from my interview with the manager and employee of McDonald’s drive-thru restaurant. After look through the literature of McDonald’s:
behind the arches (John F, 1995), make me know the interrelated information as well as about the McDonald’s supplier, partners and hamburgers.
Then connect all the useful information, a service of McDonald’s drive-thru process was competed. Final part is an analysis of the ways in which services might be improved and how to innovation the service effective are alls including in recommendation.
