In this episode, Troy speaks with John about his own experience working at McDonald’s and how systems and quality control helped shape his own future. They talk about the importance of inspections for quality control, and how processes and systems work together to ensure both quality and customer satisfaction.

 

Key Takeaways:

 

• Many businesses start from people who worked at McDonald’s as a kid because they really understand the importance of systems in ensuring excellent customer service. Troy shares a story of a surprise inspection and what he learned about customer service through that experience.
• The importance of following the process, even if it seems counterintuitive for a certain situation, is to maintain the quality that customers have come to expect from certain businesses.
• People, in general, view inspecting as bad, but routine inspections help employees tune into why it’s important to be following processes laid out in any business.
• Quality control is about a bunch of small processes that make one big system to make sure everything gets done and is running smoothly. There are many processes that customers don’t see either, but these systems and processes make it easier to make expectations for quality.

 

External Links:

 

Maintenance-one.com