Kepada Semua 〽️❣️

*GRASSROOTS PROGRAM MOREH*

*OMPC SAFNA*

*OC HAFIZ*

Store: #025 Greenlane DT

Tarikh: 27/04/2026

Tempat: Avenue Medicare Taman Scotland

Masa: 11.30am

Sumbangan yang diberikan adalah:

🍔22 Chicken burger

🍏22 Apple Pie

McDonald's Greenlane DT telah berhubung dengan penyelaras program Puan Su Ean dan Miss Soon untuk menjayakan sumbangan kepada rumah penjagaan orang tua dan jururawat sempena Labour's day.

Sumbangan ini diagihkan kepada residen dan para jururawat yang hadir. Pihak pengurusan mengucapkan ribuan terima kasih dan menghargai sumbangan yang diberikan oleh pihak Mcdonald’s dan berharap agar pihak Mcdonald’s dapat terus memberikan penghargaan dan sumbangan kepada komuniti.

*Total Cases*

Sep-Dec 2025 : 164 cases

Jan-Apr 2026 : 101 cases

Change: -63 cases/ 38.4%

*Category Trend Analysis*

1. Accuracy cases

Sep-Dec 2025: 93 cases

Jan-Apr 2026: 44 cases

Change: -49 cases/ 52.7%

**Positive Trend**

- While accuracy has significant improvement, it still contribute to the majority of JTU cases.

- Suggests improvements in order verification, product fulfilment, and operational controls.

**Remaining Opportunity**

- Accuracy still accounts for approximately 44% of all JTUs (44/101).

- Continues to be the largest contributor to customer dissatisfaction.

2. Quality / Safety

Sep-Dec 2025: 23 cases

Jan-Apr 2026: 14 cases

Change: -9 cases/ 39.1%

**Positive Trend**

- Reduction indicates better food handling, product consistency, and safety compliance.

**Remaining Opportunity**

- Quality concerns continue to appear regularly.

- Indicates inconsistency between shifts or peak periods.

3. Service

Sep-Dec 2025: 24 cases

Jan-Apr 2026: 23 cases

Change: -1 cases/ 4.16%

**Concern**

- Despite overall improvements, Service complaints remain unchanged.

- Service has become proportionally more significant because Accuracy cases have decreased.

This suggests:

- Frontline engagement gaps

- Customer recovery opportunities missed

- Staff communication and hospitality issues

4. Speed

Sep-Dec 2025: 24 cases

Jan-Apr 2026: 20 cases

Change: 4 cases/ 16.7%

**Moderate Improvement**

- Some gains achieved.

- Still contributes almost 20% of all complaints.

March 2026 recorded:

- 5 Speed cases

- 9 Service cases

This indicates operational pressure during peak periods.

Monthly Trend Analysis (2026)

January: 20 cases

February: 26 cases

March: 29 cases

April: 26 cases

**Observation**

A gradual increase occurred from January to March before stabilising.

March recorded:

-Accuracy: 9

-Quality/Safety: 6

-Service: 9

-Speed: 5

This was the highest month in 2026.

Possible causes:

-School holidays/public holidays

-Increased customer volume

-Staffing gaps

-New crew onboarding

**Root Cause Analysis**

Accuracy (44 cases)

*Likely Root Causes*

- Missing items

- Incorrect order assembly

- Wrong customisation requests

- No double triple check by order assembler

- Fail in using pick list for delivery order

2. Service (23 cases)

*Likely Root Causes*

- Staff attitude

- Lack of empathy during complaint handling

- Poor communication

- Slow issue resolution

Speed (20 cases)

*Likely Root Causes*

- Peak-hour bottlenecks

- Labour deployment issues

- Delivery order congestion

- Drive-Thru queue management

4. Quality/Safety (14 cases)

*Likely Root Causes*

- Food temperature

- Product presentation

- Inconsistent cooking standards

- Holding time non-compliance

* Sub-Category Analysis*

Jan–Apr 2026

Delivery

Delivery (MDS): 16 cases

GrabExpress: 3 cases

PandaGo: 3 cases

Total Delivery related cases: 22 cases

Restaurant

Restaurant: 30 cases

Drive-Thru: 25 cases

MOP Drive-Thru: 12 cases

MOP Counter Takeaway: 5 cases

Others: 3 cases

McCafe: 2 cases

MOP Dine-In: 2 cases

Total Restaurant related cases: 79 cases

* Key Finding*

Restaurant and Drive-Thru channels contribute the majority of JTUs.

Top contributors:

1. Restaurant (30)

2. Drive-Thru (25)

3. Delivery MDS (16)

These three channels alone contribute 71% of all JTU.

**Action Plan**

1. Focus on reducing Accuracy from 44 to below 30.

Actions:

- 100% order verification process

- Two-point check before handover

- Daily accuracy coaching

Target:

Reduce Accuracy complaints by 30%

2. Focus on Service complaints.

Actions:

- Refresher training on customer interaction

- Customer recovery model LAST (Listen, Apologise, Solve, Thank You)

- Monthly role-play sessions

- Manager presence during peak periods

Target:

Reduce Service complaints by 20%

3. Drive-Thru Service Improvement

Actions:

- Queue monitoring

- Peak-hour labour optimisation

- Order confirmation at COD and present window

- Speed-of-Service reviews

Target:

Reduce Drive-Thru JTUs by 25%

4. Delivery Accuracy Focus

Actions:

- Delivery checklist before dispatch

- Bag labelling verification

- Seal integrity checks

- Rider handover confirmation

Target:

- Reduce delivery complaints by 30%

Key Focus:

1. *Accuracy* - maintain momentum and drive further reduction.

2. *Service* - address stagnant performance through coaching and recovery training.

3. *Drive-Thru and Restaurant operations* - target the highest contributing channels.

4. *Delivery order verification* - strengthen dispatch controls.