You Want Data With That?

摘要

The Mcdonald's Operations manual dictates every move made inside one of its restau- rants. Rules govern how many hamburger patties to a pound of beef (10), how long to toast a bun (17 seconds) and how much sanitizer to use when cleaning the shake machine (1 packet for 2.5 gallons of water). But what the manual doesn't address and can't measure is what happens after all those perfectly uniform burgers and buns get across the counter. With system sales having grown to $41.5 billion in 2002, up 4.3% per year since 1998, there seemed little need for executives to lose sleep over a few complaints.