Customer Line issues at local MC Donald's franchise.

1. Customer complaints: 1. Customers don't know where to stand and wait. 2. Customers get irate when fellow customers cut in line. 3. Customers often don't know what they want to order due to protecting their place in line.

2. Gathering information about the complaints: 1. Interviewing customers. 2. Interviewing employees. 3. Make a log of the number and type of complaints and issues.

3. Evaluating the evidence of the complaints: 1. comparing the accounts of customers versus the employees. 2. Potential monitoring of the lines during peak business hours.

4. The possible alternatives and consequences of them: 1. The first alternative would be to keep the multi line system. This would most likely not alleviate the line problems that have been occurring. Plus extra supplies such as ropes or dividers would have to be purchased to keep the multi line system efficient. That might prove too cost prohibitive. 2. The second alternative would be to have a multi line system along with a single/serpentine line system. This would give customers a choice however it might prove to be even more confusing for them. 3. Going with a single line system could eliminate the tension and cutting in line that has been occurring in the multi line system. However customers could be turned off by the longer single line.

5. Choosing the best alternative: Going with the single line I believe is a overall good balance. It just seems more streamlined to me. There are both pros and cons to the serpentine line system, however I think that the pros far outweigh the cons of it. I would propose a trial period to be run to see if a single line would alleviate the complaints. The results of the study should then be presented to Management along with all the franchise owners in the district.