McDonald's Case x The Service Performance gap by Clara Hammarbäck https://padlet.com/clarahammarback1/zfw20wby76w49x4u Team 2 en-us 2021-04-26 07:41:40 UTC 2026-03-02 14:57:50 UTC hello@padlet.com 1. Uber Eats: Test drone Delivery with McDonald’s: What are your thoughts about this kind of service? Does it satisfy the customer when it comes to fast delivery? Can you trust this process that it will always work when it comes to technology and the weather impact? Can it lead to a service failure? clarahammarback1 https://padlet.com/clarahammarback1/zfw20wby76w49x4u/wish/1458304631 The food will be delivered faster which will make it more fresh and warm for the customer. Thunder storms may impact this service. Drones can have technical problems as well. The idea is a bit cool though. It's better for longer distances. The drone battery can lead to unneccessary service failures if it flies for too long. It can also get stolen or the food may be dropped. Who will pay for the problem? UberEats or McDonald's]]> 2021-04-26 07:41:54 UTC https://padlet.com/clarahammarback1/zfw20wby76w49x4u/wish/1458304631 2. What would you say the challenges or difficulties are with intermediaries/franchise? clarahammarback1 https://padlet.com/clarahammarback1/zfw20wby76w49x4u/wish/1458725396 It's hard to determine the quality. If a worker has a bad day, the customer will bash McDonald's instead of UberEats. It's hard to monitor the franchises. It's important to deliver the right quality. The two companies have their own guidelines and it's hard to determine what should be followed. ]]> 2021-04-26 10:07:24 UTC https://padlet.com/clarahammarback1/zfw20wby76w49x4u/wish/1458725396 3. McDonald’s has started to replace human service with voice based technology in some of its drive-thru restaurants. Apprentice specializes in building voice-based agents that can take orders in multiple languages and accents. - Pro’s and con’s with this? If you connect it to the Service Performance Gap clarahammarback1 https://padlet.com/clarahammarback1/zfw20wby76w49x4u/wish/1458726508 Everyone gets the same service which may make it unfair because every customer have their own wants and needs. If you have bad personell, the voice-based service is good. If customers have special orders, the voice-based techonology is not good. There might be any technical faults in the middle of the night. ]]> 2021-04-26 10:07:50 UTC https://padlet.com/clarahammarback1/zfw20wby76w49x4u/wish/1458726508