Open any book on
subject of building effective business systems and you are sure to find McDonald's used as a prime example. Now their food mightn't be to everyones' liking, but it has one outstanding characteristic: it is entirely predictable. And few could argue that they haven't been successful.Consider this: in less than fifty years, McDonald's have built over 29,000 stores based on a very robust system. If you didn't like
Big Mac you had in Moscow, you can be sure you would equally dislike
Big Macs you might have in Madrid, Melbourne or Manila.
Of course, McDonalds have it easy. Their business has never been about their food - it has always been about their systems. It is
sameness of their food, rather than its originality, which is what their customers expect. So it is sameness that they deliver.
Which is hardly what most of us are looking to provide, is it? We are selling a product or a service - not a 'system'. Our creativity, our unique approach, our flexibility to customer needs - these are what we are selling. The McDonald's approach seems anathema.
The reality is that systems have a place in every business because, used properly, they can help us achieve something that every business wants: efficiency and happy customers.