Abstract
This case is designed to explore the impact of information technology on business processes. The case starts with a description of a customer’s new technology experience at a McDonald’s restaurant. McDonald’s introduced multiple technologies in recent years as part of its strategic growth plan. The fast-food company is improving its business processes, mainly the order process, with new technologies to provide customer convenience. Such changes are critical to staying successful in the highly competitive fast-food industry. Self-order kiosks, the mobile order and pay app, and the Uber Eats app are three major technologies which have changed the order processes at McDonald’s. Students explore how these technologies change the order process and describe the impact of these technology initiatives at McDonald’s.
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