The document discusses McDonald's success in satisfying over 38 million customers per day across 23,500 restaurants in 109 countries. It attributes this success to McDonald's high standards in quality, service, cleanliness and value (QSCV). The document also discusses the importance of customer satisfaction, defining it as a function of perceived performance relative to expectations. It provides tools for measuring customer satisfaction like surveys and analyzing lost customers. Overall, the key points are McDonald's global success due to consistent customer satisfaction, the definition of customer satisfaction, and methods for measuring it.
6. Customer Delivered Value Total Customer value Total Customer Cost Product value Service Value Personal value Image value Monetary cost Time cost Energy cost Psychic cost
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13. Firm infrastructure Human resource management Technology development procurement Inbound logistics operations Outbound logistics Markg And sales service Margin margi n Primary activities Support activities Value chain
14. Value delivered network Milliken (fabrics) Levi’s (Apparel) Sears (Retail) DuPont (fibres) customer Levi Strauss’s value- Delivery network
17. Disqualified prospects Inactive or Ex-customers Customer development Process suspects prospects 1 st time customers Repeat customers clients members Advocates partners
40. TOP GLOBAL RETAILERS 8249 ITALY COOP ITALIA 68 13259 US McDonald 40 40357 US METRO AG 4 41071 US SEARS 3 45352 US KROGER 2 165,013 US Wal-Mart 1 Sales(MILd) Country RETAILER Sr.No