A new McDonald’s assessment system is getting pushback from concerned franchisees who say the global market, inflation, rising prices and staffing issues make it difficult to correctly grade a restaurant, according to a CNBC report.
The system, called Operations Performance and Customer Excellence (PACE) is expected to roll out in January, 2023 in response to the changing business climate, McDonald’s said in a PACE report viewed by CNBC.
Under the PACE assessments, McDonald’s units will receive between six and 10 visits from corporate and third-party assessors. That’s above and beyond normal inspections for local food safety and codes enforcement.
Franchisees, who declined to be named in the CNBC report, said it will result in alienated workers and harmful operations.
“It just kills morale, and with the current hiring environment being as tough as it is, I can’t afford to lose any more people,” a franchisee told CNBC.
McDonald’s, however, said a “seamless McDonald’s experience” will keep customers returning to the brand, adding that the PACE system is designed to help franchisees improve performance and profitability and guest numbers.
“We must remain laser focused on maintaining our world-famous standards of excellence in our restaurants. This comprehensive performance management system, designed with ongoing input from franchisees, will offer tailored support and coaching to restaurants to help them provide a seamless McDonald’s experience that will keep customers coming back,” the brand told CNBC in a statement. “To give time for restaurants to learn the new system, optional learning visits are being offered in 2022 ahead of the official start in January 2023.”
