of incstudy on stragyoporations in various function domains

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Study on stragy of incoporations in various function domains

Submitted by

Dinesh sabhnani

MASTERS IN COMMERCE SEMI !business management"

ACADEMIC #EAR $%&' $%&(

Ro)) No*&'&'%+$

,ro-ect .uide

,rof* siva-i pa/ar

Submitted to

0NI1ERSIT# O2 M0M3AI

M040ND CO44E.E O2 COMMERCE

S*N ROAD5 M040ND !6"

M0M3AI +%% %7%



DEC4ARATION

I5 Mr* Dinesh sabhnani5 the student of M040ND CO44E.E O2

COMMERCE5 S*N Road5 Mu)und !6"5 Mumbai +%% %7%5 studying in M*Com

partI !3usiness Management" here by dec)aring that I have comp)eted this

pro-ect 8E22ECT O2 ECONOMIC D0M,IN. IN INDIA9 during the

academic year $%&'&(* The information submitted is true and origina) of

best of my :no/)edge*

Date; $$%<$%&$ Signature;

,)ace; M0M3AI



CERTI2ICATE

I5 ,rof* S=I1A>I ,A6AR5 here by certify that Mr* DINES= SA3=NANI

of M040ND CO44E.E O2 COMMERCE5 S*N Road5 Mu)und !6"5 Mumbai

+%% %7%5 studying in M*Com partI !3usiness Management" here by dec)aringthat I have comp)eted this pro-ect 8E22ECT O2 ECONOMIC D0M,IN. IN

INDIA9 during the academic year $%&'&(* The information submitted is true

and origina) of best of my :no/)edge*

Signature; !,ro-ect .uide" Signature;

!,rincipa)"

S=I1A>I ,A6AR DR*MRS*DI6AN>I

Signature; !CoOrdinator" Signature!E?terna)E?aminer"

Dr* Mrs* A*, @u):arni



[email protected]

It /as a enriching and )earning e?perience for me to do this ,ro-ect*

I /ou)d )i:e to ac:no/)edge a)) those peop)e /ho have continuous)y guided me

throughout and he)ped me in comp)etion of my pro-ect 8name of pro-ect

I /ou)d )i:e to than: our princip)e Dr*Mrs* S*M Di/an-i and a)so our

vice princip)e and pro-ect coordinator Dr*Mrs* A*, @u):arni*

I am rea)y than:fu) to my pro-ect guide ,rof*Mr S=I1A>I ,A6AR for

their comp)ete he)p and support to comp)ete this pro-ect*

I am a)so than:fu) to our nonteaching staffs of my co))ege especia))y

the )ibrary staffs for their he)ps and a)so than:fu) to Mr* /ho is a )ecturer

in a commercia) c)asses of my residentia) area*

I /ou)d a)so )i:e to than: to a)) the respondents /ho have he)ped me

for co))ection of data5 for their honest participation in the Research and

he)ped me direct)y or indirect)y in successfu) comp)etion of this study for their

he)p and cooperation throughout the pro-ect*

Date; $$%<$%&$ Name;

Reg* No* Signature;



DEC4ARATION 3# T=E 4EARNER

This is to dec)are that I have carried out this pro-ect /or: myse)f

in part fu)fi))ment of the degree MASTER O2 COMMERCE !3usiness

Management" ,ARTI under the guide)ines of 80NI1ERSIT# O2 M0M3AI9

The /or: is origina)5 has not been copied from any/here e)se and

has not been submitted to any other universityInstitute for an a/ard of any

degreedip)oma*

Date; $&%$%&' Signature;

,)ace; M0M3AI Name;



TABLE OF CONTENTS

contnt

Declaration

Certificate

Acknowledgement

Declaration By The Learner

Table of contents

A! Com"any #oogle $nc ad%ertising f&nction!

Cha"ter no contents 'age no( $ntrod&ction to #oogle $nc (

) (* f&nction of #oogle Com"anya* Ad%ertisement

b* Search enginec* 'rod&cti%ity toolsd* Enter"rise "rod&ctse* Other "rod&cts

B! city bankfinancial f&nction!Cha"ter no



Introduction to .oog)e Inc

#oogle $nc* is an American m&ltinational technology com"any s"eciali+ing in $nternet,relatedser%ices and "rod&cts* These incl&de online ad%ertising technologies- search- clo&d com"&ting-and software*. /ost of its "rofits are deri%ed from Ad0ords- an online ad%ertising ser%ice that

"laces ad%ertising near the list of search res&lts*

#oogle was fo&nded by Larry 'age and Sergey Brin while they were 'h*D* st&dents at Stanford1ni%ersity* Together they own abo&t (2 "ercent of its shares b&t control 34 "ercent of thestockholder %oting "ower thro&gh s&"er %oting stock* They incor"orated #oogle as a "ri%atelyheld com"any on Se"tember 2- (556* An initial "&blic offering followed on A&g&st (5- )772*$ts mission statement from the o&tset was 8to organi+e the world9s information and make it&ni%ersally accessible and &sef&l-8 and its &nofficial slogan was 8Don9t be e%il8* $n )772- #ooglemo%ed to its new head:&arters in /o&ntain ;iew- California- nicknamed the #oogle"le<* $nA&g&st )7(3- #oogle anno&nced "lans to reorgani+e its interests as a holding

com"any called Al"habet $nc* Once this restr&ct&ring is com"lete- #oogle will becomeAl"habet9s leading s&bsidiary- as well as the "arent for #oogle9s $nternet interests*

=a"id growth since incor"oration has triggered a chain of "rod&cts- ac:&isitions and "artnershi"s beyond #oogle9s core search engine* $t offers online "rod&cti%itysoftware incl&ding email #mail!- a clo&d storage ser%ice #oogle Dri%e!- an offices&ite #oogle Docs! and a social networking ser%ice #oogle>!* Deskto" "rod&cts incl&dea""lications for web browsing #oogle Chrome!- organi+ing and editing "hotos- and instantmessaging* The com"any leads the de%elo"ment of the Android mobile o"erating system and the browser,only Chrome OS for a class of netbooks known as Chromebooks* #oogle has mo%ed

increasingly into comm&nications hardware? it "artners with ma@or electronics man&fact&rers inthe "rod&ction of its 8high,:&ality low,cost8 Ne<&s de%ices and ac:&ired /otorola /obility in/ay )7()* $n )7()- a fiber,o"tic infrastr&ct&re was installed in ansas City to facilitatea #oogle Fiber broadband ser%ice*

The cor"oration has been estimated to r&n more than one million ser%ers in data centers aro&ndthe world as of )77!* $t "rocesses o%er one billion search re:&ests and abo&t )2 "etabytes of&ser,generated data each day as of )775!* $n December )7(- Ale<a listed google*com as themost %isited website in the world* N&mero&s #oogle sites in other lang&ages fig&re in the to"one h&ndred- as do se%eral other #oogle,owned sites s&ch as o&T&be and Blogger* $ts market

dominance has led to "rominent media co%erage- incl&ding criticism of the com"any o%er iss&ess&ch as search ne&trality- co"yright- censorshi"- and "ri%acy*

1

https://en.wikipedia.org/wiki/Google#cite_note-See:_List_of_Google_products-8

https://en.wikipedia.org/wiki/Google#cite_note-See:_List_of_Google_products-8



.oog)e vision and mission

#oogles mission is to organi+e the worlds information and make it &ni%ersally accessible and&sef&l

Ten things /e :no/ to be true

0e first wrote these (7 thingsG when #oogle was @&st a few years old* From time to time were%isit this list to see if it still holds tr&e* 0e ho"e it doesHand yo& can hold &s to that*

&* 2ocus on the user and a)) e)se /i)) fo))o/*

Since the beginning- we%e foc&sed on "ro%iding the best &ser e<"erience "ossible* 0hetherwere designing a new $nternet browser or a new tweak to the look of the home"age- we takegreat care to ens&re that they will &ltimately ser%e you- rather than o&r own internal goal or bottom line* O&r home"age interface is clear and sim"le- and "ages load instantly* 'lacement in

search res&lts is ne%er sold to anyone- and ad%ertising is not only clearly marked as s&ch- it offersrele%ant content and is not distracting* And when we b&ild new tools and a""lications- we belie%e they sho&ld work so well yo& dont ha%e to consider how they might ha%e been designeddifferently*

$* ItBs best to do one thing rea))y5 rea))y /e))*

0e do search* 0ith one of the worlds largest research gro&"s foc&sed e<cl&si%ely on sol%ingsearch "roblems- we know what we do well- and how we co&ld do it better* Thro&gh contin&editeration on diffic&lt "roblems- we%e been able to sol%e com"le< iss&es and "ro%ide contin&o&s

im"ro%ements to a ser%ice that already makes finding information a fast and seamless e<"eriencefor millions of "eo"le* O&r dedication to im"ro%ing search hel"s &s a""ly what we%e learned tonew "rod&cts- like #mail and #oogle /a"s* O&r ho"e is to bring the "ower of search to "re%io&sly &ne<"lored areas- and to hel" "eo"le access and &se e%en more of the e%er,e<"andinginformation in their li%es*

* 2ast is better than s)o/*

0e know yo&r time is %al&able- so when yo&re seeking an answer on the web yo& want it rightawayIand we aim to "lease* 0e may be the only "eo"le in the world who can say o&r goal is toha%e "eo"le lea%e o&r website as :&ickly as "ossible* By sha%ing e<cess bits and bytes from o&r

"ages and increasing the efficiency of o&r ser%ing en%ironment- we%e broken o&r own s"eedrecords many times o%er- so that the a%erage res"onse time on a search res&lt is a fraction of asecond* 0e kee" s"eed in mind with each new "rod&ct we release- whether its a mobilea""lication or #oogle Chrome- a browser designed to be fast eno&gh for the modern web* Andwe contin&e to work on making it all go e%en faster*

+* Democracy on the /eb /or:s*

2



#oogle search works beca&se it relies on the millions of indi%id&als "osting links on websites tohel" determine which other sites offer content of %al&e* 0e assess the im"ortance of e%ery web "age &sing more than )77 signals and a %ariety of techni:&es- incl&ding o&r "atented'age=ankJ algorithm- which analy+es which sites ha%e been %otedG to be the best so&rces ofinformation by other "ages across the web* As the web gets bigger- this a""roach act&ally

im"ro%es- as each new site is another "oint of information and another %ote to be co&nted* $n thesame %ein- we are acti%e in o"en so&rce software de%elo"ment- where inno%ation takes "lacethro&gh the collecti%e effort of many "rogrammers*

'* #ou donBt need to be at your des: to need an ans/er*

The world is increasingly mobile? "eo"le want access to information where%er they are-whene%er they need it* 0ere "ioneering new technologies and offering new sol&tions for mobileser%ices that hel" "eo"le all o%er the globe to do any n&mber of tasks on their "hone- fromchecking email and calendar e%ents to watching %ideos- not to mention the se%eral different ways

to access #oogle search on a "hone* $n addition- were ho"ing to f&el greater inno%ation formobile &sers e%erywhere with Android- a free- o"en so&rce mobile "latform* Android brings theo"enness that sha"ed the $nternet to the mobile world* Not only does Android benefit cons&mers-who ha%e more choice and inno%ati%e new mobile e<"eriences- b&t it o"ens &" re%en&eo""ort&nities for carriers- man&fact&rers and de%elo"ers*

(* #ou can ma:e money /ithout doing evi)*

#oogle is a b&siness* The re%en&e we generate is deri%ed from offering search technology tocom"anies and from the sale of ad%ertising dis"layed on o&r site and on other sites across the

web* K&ndreds of tho&sands of ad%ertisers worldwide &se Ad0ords to "romote their "rod&ctsh&ndreds of tho&sands of "&blishers take ad%antage of o&r AdSense "rogram to deli%er adsrele%ant to their site content* To ens&re that were &ltimately ser%ing all o&r &sers whether theyare ad%ertisers or not!- we ha%e a set of g&iding "rinci"les for o&r ad%ertising "rograms and "ractices?

o 0e dont allow ads to be dis"layed on o&r res&lts "ages &nless they are rele%ant

where they are shown* And we firmly belie%e that ads can "ro%ide &sef&linformation if- and only if- they are rele%ant to what yo& wish to findIso its "ossible that certain searches wont lead to any ads at all*

o 0e belie%e that ad%ertising can be effecti%e witho&t being flashy* 0e dont acce"t "o"I&" ad%ertising- which interferes with yo&r ability to see the content yo&%ere:&ested* 0e%e fo&nd that te<t ads that are rele%ant to the "erson reading themdraw m&ch higher clickthro&gh rates than ads a""earing randomly* Anyad%ertiser- whether small or large- can take ad%antage of this highly targetedmedi&m*

3



o Ad%ertising on #oogle is always clearly identified as a S"onsored Link-G so it

does not com"romise the integrity of o&r search res&lts* 0e ne%er mani"&laterankings to "&t o&r "artners higher in o&r search res&lts and no one can b&y better'age=ank* O&r &sers tr&st o&r ob@ecti%ity and no short,term gain co&ld e%er @&stify breaching that tr&st*

* ThereBs a)/ays more information out there*

Once wed inde<ed more of the KT/L "ages on the $nternet than any other search ser%ice- o&rengineers t&rned their attention to information that was not as readily accessible* Sometimes itwas @&st a matter of integrating new databases into search- s&ch as adding a "hone n&mber andaddress look&" and a b&siness directory* Other efforts re:&ired a bit more creati%ity- like addingthe ability to search news archi%es- "atents- academic @o&rnals- billions of images and millions of books* And o&r researchers contin&e looking into ways to bring all the worlds information to "eo"le seeking answers*

7* The need for information crosses a)) borders*

O&r com"any was fo&nded in California- b&t o&r mission is to facilitate access to information for the entire world- and in e%ery lang&age* To that end- we ha%e offices in more than 47 co&ntries-maintain more than (67 $nternet domains- and ser%e more than half of o&r res&lts to "eo"le li%ingo&tside the 1nited States* 0e offer #oogles search interface in more than (7 lang&ages- offer "eo"le the ability to restrict res&lts to content written in their own lang&age- and aim to "ro%idethe rest of o&r a""lications and "rod&cts in as many lang&ages and accessible formats as "ossible* 1sing o&r translation tools- "eo"le can disco%er content written on the other side of the

world in lang&ages they dont s"eak* 0ith these tools and the hel" of %ol&nteer translators- weha%e been able to greatly im"ro%e both the %ariety and :&ality of ser%ices we can offer in e%enthe most farIfl&ng corners of the globe*

<* #ou can be serious /ithout a suit*

O&r fo&nders b&ilt #oogle aro&nd the idea that work sho&ld be challenging- and the challengesho&ld be f&n* 0e belie%e that great- creati%e things are more likely to ha""en with the rightcom"any c&lt&reIand that doesnt @&st mean la%a lam"s and r&bber balls* There is an em"hasison team achie%ements and "ride in indi%id&al accom"lishments that contrib&te to o&r o%eralls&ccess* 0e "&t great stock in o&r em"loyeesIenergetic- "assionate "eo"le from di%erse

backgro&nds with creati%e a""roaches to work- "lay and life* O&r atmos"here may be cas&al- b&tas new ideas emerge in a cafM line- at a team meeting or at the gym- they are traded- tested and "&t into "ractice with di++ying s"eedIand they may be the la&nch "ad for a new "ro@ect destinedfor worldwide &se*

&%* .reat -ust isnBt good enough*

4

https://www.google.com/accessibility/





0e see being great at something as a starting "oint- not an end"oint* 0e set o&rsel%es goals weknow we cant reach yet- beca&se we know that by stretching to meet them we can get f&rtherthan we e<"ected* Thro&gh inno%ation and iteration- we aim to take things that work well andim"ro%e &"on them in &ne<"ected ways* For e<am"le- when one of o&r engineers saw that searchworked well for "ro"erly s"elled words- he wondered abo&t how it handled ty"os* That led him

to create an int&iti%e and more hel"f&l s"ell checker*

E%en if yo& dont know e<actly what yo&re looking for- finding an answer on the web is o&r "roblem- not yo&rs* 0e try to antici"ate needs not yet artic&lated by o&r global a&dience- andmeet them with "rod&cts and ser%ices that set new standards* 0hen we la&nched #mail- it hadmore storage s"ace than any email ser%ice a%ailable* $n retros"ect offering that seems ob%io&sI b&t thats beca&se now we ha%e new standards for email storage* Those are the kinds of changeswe seek to make- and were always looking for new "laces where we can make a difference*1ltimately- o&r constant dissatisfaction with the way things are becomes the dri%ing force behinde%erything we do*

5



The function of .oog)e Company is as fo))o/s

(* ad%ertisement

)* Search engine

* 'rod&cti%ity tools

2* Enter"rise "rod&cts

&* Advertisement

6



For the )774 fiscal year- the com"any re"orted (7*25) billion in total ad%ertising re%en&es andonly (() million in licensing and other re%en&es* $n )7((- 54 of #oogle9s re%en&e wasderi%ed from its ad%ertising "rograms* $n addition to its own algorithms for &nderstanding searchre:&ests- #oogle &ses technology from the com"any DoubleClick - to "ro@ect &ser interest andtarget ad%ertising to the search conte<t and the &ser history*

#oogle Analytics allows website owners to track where and how "eo"le &se their website- fore<am"le by e<amining click rates for all the links on a "age* #oogle ad%ertisements can be "laced on third,"arty websites in a two,"art "rogram* #oogle9s AdWords allows ad%ertisers todis"lay their ad%ertisements in the #oogle content network- thro&gh either a cost,"er,click orcost,"er,%iew scheme* The sister ser%ice- #oogle AdSense- allows website owners to dis"laythese ad%ertisements on their website and earn money e%ery time ads are clicked*

One of the criticisms of this "rogram is the "ossibility of click fraud - which occ&rs when a "erson or a&tomated scri"t clicks on ad%ertisements witho&t being interested in the "rod&ct-

ca&sing the ad%ertiser to "ay money to #oogle &nd&ly* $nd&stry re"orts in )774 claimed thata""ro<imately (2 to )7 "ercent of clicks were fra&d&lent or in%alid*

=o/ does .oog)e co))ect data for advertisement

#oogle is a technology giant that "ro%ides a h&ge %ariety of ser%ices- many of which are free*#mail- #oogle Dri%e and #oogle Kango&ts can be &sed witho&t "aying a dime* $nstead- "ay by

"ro%iding information abo&t yo&rself- which #oogle can &se for ad%ertising* Tho&gh it started insearch- the lions share of the com"anys "rofits come from ads*

o&%e likely noticed this already* Search for a new car and s&ddenly- as if by magic- ads fromlocal car dealers begin to a""ear* B&t how m&ch does #oogle really know abo&t yo&- and sho&ldyo& be concernedP The answer may s&r"rise yo&*

o&r $nternet Trail

#oogles most ob%io&s and trans"arent tracking can be fo&nd in #oogle 0eb Kistory- whichtracks yo&r "ast searches on all de%ices where yo&re registered with yo&r #oogle acco&nt* 0eb

Kistory is s&""osedly beneficial to &sers beca&se it allows #oogle to tailor f&t&re search res&ltsto yo&r "reference based on yo&r "ast history- b&t a log of yo&r searches is also :&ite &sef&l tomarketers* And- if anyone manages to snoo" on yo&r acco&nt- it co&ld become a "ri%acy iss&e*

Less trans"arent- b&t e:&ally common- is #oogles history of the "ages yo& %isit- which occ&rswhether yo&re logged in to a #oogle acco&nt or not* This is accom"lished thro&gh the &seof tracking cookies as well as information deri%ed from AdSense and Analytics* #oogle can

7



learn what sites yo& fre:&ent- in what order yo& %isit them- how long yo& s"end on them- andm&ch more*

#oogle> o&r $nfo

0hile #oogles tracking efforts are incredible- the ad%ent of Facebook re%ealed there was ane%en easier way to grab &ser data @&st as them* Facebook has enco&raged h&ndreds of millionsof "eo"le across the globe to gi%e &" information #oogle collects thro&gh com"le< algorithmsand databases* And so we ha%e #oogle>* o&r &ser "rofile is e<actly that I a "rofile of yo&-which can be &sed to better target ad%ertisements* Entering yo&r date of birth- occ&"ation-interests and location "ro%ides more data "oints for #oogle to feed into its calc&lations* Thesame is tr&e of the contacts yo& make- the messages yo& "ost- and the "hotos yo& &"load

*

o&T&be tracking

o&T&be is also an im"ortant "art of the trail yo& lea%e behind* The worlds most "o"&lar %ideosite kee"s track of yo&r %iewing history- yo&r s&bscri"tions and yo&r searches to a&gment#oogles &nderstanding of yo&* All of this history is %iewable in

#oogle Dashboard

#oogle Dashboard I by yo& or anyone else with access to yo&r acco&nt*

8



Theres not m&ch abo&t yo&r online acti%ity that remains o&tside of #oogles hands* E%ens&""osedly "ri%ate browsing modes- like #oogles Chrome- dont entirely "rotect yo&* Onlymore ad%anced meas&res- like ;'Ns and the Tor network- ha%e the "otential to shield yo&r

"ri%acy*

#oogle dri%e

o& own yo&re #oogle Dri%e Files- b&t #oogle Can Still =ead Them

0hether #oogle similarly mines doc&ments in #oogle Dri%e is not clear* 'res&mably the sameterms of ser%ice co&ld be a""lied- gi%en the com"anys unified privacy po)icy5 and the

techniFues used to conduct such a search is un)i:e)y to be much different from that used to

mine .mai)* =o/ever5 at this time .oog)e has not confirmed or denied mining Drive data*

$"Search engine

9



Main article: Google Search

#oogle Search home"age as of Se"tember (- )7(3

According to market research "&blished by comScore in No%ember )775- #oogle Searchis thedominant search engine in the 1nited States market- with a market share of 43*4* #oogleinde<es billions of web "ages- so that &sers can search for the information they desire thro&gh the&se of keywords and o"erators*

$n )77- The New York Times com"lained abo&t #oogle9s inde<ing- claiming that#oogle9scaching of content on its site infringed its co"yright for the content* $n this case- the1nited States District Co&rt of Ne%ada r&led in fa%or of #oogle in Field v. Google and arker v.

Google* The "&blication )477? The Kacker Q&arterly has com"iled a list of words that the webgiant9s new instant search feat&re will not search*R(6).

#oogle 0atch has critici+ed #oogle9s 'age=ank algorithms- saying that they discriminate againstnew websites and fa%or established sites* The site has also alleged that there are connections between #oogle and the National Sec&rity Agency NSA! and the Central $ntelligence

Agency C$A!*R(62.

#oogle also hosts #oogle Books* The com"any began scanning books and &"loading limited "re%iews- and f&ll books where allowed- into its new book search engine* The A&thors #&ild- agro&" that re"resents 6-777 1*S* a&thors- filed a class action s&it in a New ork City federalco&rt against #oogle in )773 o%er this ser%ice* #oogle re"lied that it is in com"liance with alle<isting and historical a""lications of co"yright laws regarding books* R(63. #oogle e%ent&allyreached a re%ised settlement in )775 to limit its scans to books from the 1*S*- the 1- A&stralia-and Canada*R(64. F&rthermore- the 'aris Ci%il Co&rt r&led against #oogle in late )775- asking it toremo%e the works of La /artinire ditions d& Se&il! from its database* R(6. $n com"etition

with Ama+on*com- #oogle sells digital %ersions of new books*R(66.

On U&ly )(- )7(7- in res"onse to Bing- #oogle &"dated its image search to dis"lay a streamingse:&ence of th&mbnails that enlarge when "ointed at* Tho&gh web searches still a""ear in a batch "er "age format- on U&ly )- )7(7- dictionary definitions for certain English words begana""earing abo%e the linked res&lts for web searches*

10



The 8K&mmingbird8 &"date to the #oogle search engine was anno&nced in Se"tember )7(* The&"date was introd&ced o%er the month "rior to the anno&ncement and allows &sers ask the searchengine a :&estion in nat&ral lang&age rather than entering keywords into the search bo<*

,roductivity too)s

#mail- a free webmail ser%ice "ro%ided by #oogle- was la&nched as an in%itation,only beta "rogram on A"ril (- )772- and became a%ailable to the "&blic on Febr&ary - )77* The ser%icewas &"graded from beta stat&s on U&ly - )775- at which time it had (24 million &sers monthly*The ser%ice was the first online email ser%ice with one gigabyte of storage* $t was also the first to

kee" emails from the same con%ersation together in one thread- similar to an $nternet for&m* Theser%ice offers o%er (3 #B of free storage- shared with other #oogle A""s- with additional storageranging from )7 #B to (4 TB a%ailable for 7*)3 "er ( #B "er year*

#mail &ses AUAV- a "rogramming techni:&e that allows web "ages to be interacti%e witho&trefreshing the browser* Ste%e Ballmer/icrosoft9s former CEO!- Li+ Fig&eroa- R /ark =asch- andthe editors of #oogle 0atch ha%e criticised the "ri%acy of #mail- b&t #oogle claims that mailsent to or from #mail is ne%er read by a h&man being beyond the acco&nt holder and is only &sedto im"ro%e rele%ance of ad%ertisements*R)7(.

$n )772- #oogle started o"en so&rce software "ro@ect hosting- called #oogle Code- which allowsde%elo"ers to download in,de%elo"ment "rograms at no charge* #oogle Dri%e- another "art of#oogle9s "rod&cti%ity s&ite- allows &sers to create- edit- and collaborate on doc&ments in anonline en%ironment- similar to /icrosoft 0ord* The ser%ice was originally called 0ritely- b&twas obtained by #oogle on /arch 5- )774- and was released as an in%itation,only "re%iew* OnU&ne 4 after the ac:&isition- #oogle created an e<"erimental s"readsheet editing "rogram- whichwas combined with #oogle Docs on October (7*

#oogle for 0ork is a ser%ice from #oogle that "ro%ides c&stomi+able enter"rise %ersions ofse%eral #oogle "rod&cts &sing a domain name "ro%ided by the c&stomer* $t feat&res se%eral 0eb

a""lications with similar f&nctionality to traditional office s&ites- incl&ding#mail- Kango&ts- #oogle Calendar- Dri%e- Docs- Sheets- Slides- #ro&"s- News- 'lay- Sites- and;a&lt* $t was the %ision of =a@en Sheth- a #oogle em"loyee who later de%elo"ed Chromebooks*

+ Enterprise products

11



#oogle9s search a""liance at the )776=SA Conference

#oogle Search A""liance was la&nched in Febr&ary )77)- targeted toward "ro%iding searchtechnology for larger organi+ations #oogle la&nched the /ini three years later- which was

targeted at smaller organi+ations* Late in )774- #oogle began to sell C&stom Search B&sinessEdition- "ro%iding c&stomers with an ad%ertising,free window into #oogle*com9s inde<* Theser%ice was renamed #oogle Site Search in )776

#oogle A""s allows organi+ations to bring #oogle9s web a""lication offerings- s&chas #mail and #oogle Docs- into their own domains* The ser%ice is a%ailable in se%eral editions? a basic free edition formerly known as #oogle A""s Standard edition!- #oogle A""s for B&siness-#oogle A""s for Ed&cation- and #oogle A""s for #o%ernment* $n the same year #oogle A""swas la&nched- #oogle ac:&ired 'ostiniRand "roceeded to integrate the com"any9s sec&ritytechnologies into #oogle A""sR&nder the name #oogle 'ostini Ser%ices*R)75.

' Other products

#oogle Translate is a ser%er,side machine translation ser%ice- which can translate between 67different lang&ages*. For some lang&ages- handwriting recognition- or s"eech recognition can be&sed as in"&t- and translated te<t can be "rono&nced thro&ghs"eech synthesis* The software&ses cor"&s ling&istics techni:&es- where the "rogram 8learns8 from "rofessionally translateddoc&ments- s"ecifically 1N and E&ro"ean 'arliament "roceedings*

#oogle la&nched its #oogle News ser%ice in )77)- an a&tomated ser%ice which s&mmari+esnews articles from %ario&s websites* $n /arch )773- Agence France 'resse AF'! s&ed #oogle

for co"yright infringement in federal co&rt in the District of Col&mbia- a case which #ooglesettled for an &ndisclosed amo&nt in a "act that incl&ded a license of the f&ll te<t of AF' articlesfor &se on #oogle News*

#oogle c&rrently offers free wi,fi access in its hometown of /o&ntain ;iew- California*R)(3.

$n )7(7- #oogle anno&nced the #oogle Fiber "ro@ect- with "lans to b&ild an &ltra,high,s"eed broadband network for 37-777 to 377-777 c&stomers in one or more American cities* On /arch

12



7- )7((- #oogle anno&nced that ansas City- ansas wo&ld be the first comm&nity where thenew network wo&ld be de"loyed* $n U&ly )7()- #oogle com"leted the constr&ction of a fiber,o"tic broadband $nternet network infrastr&ct&re in ansas City- and after b&ilding aninfrastr&ct&re- #oogle anno&nced "ricing for #oogle Fiber* The ser%ice will offer three o"tionsincl&ding a free broadband $nternet o"tion- a (#bitWs $nternet o"tion for 7 "er month- and a

%ersion that incl&des tele%ision ser%ice for ()7 "er month*

$n )77- re"orts s&rfaced that #oogle was "lanning the release of its own mobile "hone- "ossiblya com"etitor to A""le9si'hone* The "ro@ect- called Android- t&rned o&t not to be a "hone b&tan o"erating system for mobile de%ices- which #oogle ac:&ired and then released as an o"enso&rce "ro@ect &nder the A"ache )*7 license* #oogle "ro%ides a software de%elo"ment kit forde%elo"ers so a""lications can be created to be r&n on Android,based "hones* $n Se"tember)776- T,/obilereleased the #(- the first Android,based "hone*On Uan&ary 3- )7(7- #ooglereleased an Android "hone &nder its own com"any name called the Ne<&s One* A re"ort in U&ly)7( stated that #oogle9s share of the global smart"hone market- led by Sams&ng "rod&cts- was

42 in /arch )7(*

Other "ro@ects #oogle has worked on incl&de a new collaborati%e comm&nication ser%ice- a web browser- and a mobile o"erating system* The first of these was first anno&nced on /ay )- )775*The com"any described #oogle 0a%e as a "rod&ct that hel"s &sers comm&nicate and collaborateon the web* The ser%ice is #oogle9s 8email redesigned8- with realtime editing- the ability toembed a&dio- %ideo- and other media- and e<tensions that f&rther enhance the comm&nicatione<"erience* #oogle 0a%e was initially in a de%elo"er9s "re%iew- where interested &sers had to bein%ited to test the ser%ice- b&t was released to the "&blic on /ay (5- )7(7- at #oogle9s $WOkeynote* On Se"tember (- )776- #oogle "re,anno&nced the &"coming a%ailability of #oogle

Chrome- an o"en so&rceweb browser-R))3. which was then released on Se"tember )- )776* OnU&ly - )775- #oogle anno&nced #oogle Chrome OS- an o"en so&rce Lin&<,based o"eratingsystem that incl&des only a web browser and is designed to log &sers into their #oogle acco&nt*

Le<&s =V237h retrofitted by #oogle for its dri%erless car fleet*

#oogle #oggles is a mobile a""lication a%ailable on Android and iOS &sed for image recognitionand non,te<t,based search* $n addition to scanning Q= codes- the a"" can recogni+e historic

landmarks- im"ort b&siness cards- and sol%e S&dok& "&++les* 0hile #oggles co&ld originallyidentify "eo"le as well- #oogle has limited that f&nctionality as a "ri%acy "rotection*R

$n )7((- #oogle anno&nced #oogle 0allet- a mobile a""lication for wireless "ayments* $n lateU&ne )7((- #oogle soft,la&nched a social networking ser%ice called #oogle>* On U&ly (2- )7((-#oogle anno&nced that #oogle> had reached (7 million &sers @&st two weeks after it wasla&nched in this 8limited8 trial "hase* After fo&r weeks in o"eration- it reached )3 million &sers*

13



At a la&nch e%ent on U&ly )2- )7(- in San Francisco- a newer %ersion of the Ne<&s #oogletablet de%ice was released to the "&blic- alongside the Chromecast dongle that allows &sers tostream o&T&be and Netfli< %ideos %ia smart"hones*

$n )7(- #oogle la&nched #oogle Sho""ing E<"ress- a deli%ery ser%ice initially a%ailable only in

San Francisco and Silicon ;alley*

On Febr&ary - )7(2- #oogle released its first Chromecast SD*

#oogle Alerts is a content ser%ice- offered by the engine com"any #oogle* The ser%ice sendsemails to the &ser when it finds new res&ltsHs&ch as web "ages- news"a"er articles- or blogsH that match the &ser9s search term*

#oogle Camera is a camera a""lication de%elo"ed by #oogle for Android* $t is s&""ortedon Android 2*2 itat and higher %ersions of Android* $t was released on the #oogle 'layStore on A"ril (4- )7(2*

'ro@ect Fi enables comm&nication across 0i,Fi and cell networks* $n U&ly )7(3 #ooglereleased Dee"Dream- an image recognition software ca"able of creating "sychedelic images&sing a con%ol&tional ne&ral network*

A,Is

#oogle A'$s are a set of a""lication "rogramming interfaces A'$s! de%elo"ed by #oogle whichallow comm&nication with #oogle Ser%ices and their integration to other ser%ices* E<am"les ofthese incl&de Search- #mail- Translate or #oogle /a"s* Third,"arty a""s can &se these A'$s totake ad%antage of or e<tend the f&nctionality of the e<isting ser%ices*

!3"Citiban:

14



Citibank is the cons&mer di%ision of financial ser%ices m&ltinational Citigro&"* Citibank wasfo&nded in (6() as the Ci!" #ank of New York - later Firs! Na!ional Ci!" #ank of New York * The1nited States is the largest single market with a""ro<imately )4 of branches- generating 3(of re%en&es* Citibank9s 56 North American branches are concentrated in ma@or metro"olitanareas incl&ding New ork City- Chicago- Los Angeles- San Francisco- 0ashington-

D*C*- /iami- Boston- Ko&ston- and Dallas* Latin America markets make &" )3 of re%en&es-Asia )7- and E&ro"e W /iddle East W Africa 2*

$n addition to standard banking transactions- Citibank markets ins&rance- credit cards- andin%estment "rod&cts* Their online ser%ices di%ision is among the most s&ccessf&l in the field-claiming abo&t (3 million &sers*

As a res&lt of the global financial crisis of )776I)775 and h&ge losses in the %al&e of itss&b"rime mortgage assets- Citibank was bailed o&t by aid from the 1*S* go%ernment* On No%ember )- )776- in addition to initial aid of )3 billion- a f&rther )3 billion was in%ested in

the cor"oration together with g&arantees for risky assets amo&nting to 74 billion* Since thistime- Citibank has re"aid its go%ernment loans in f&ll- res&lting in a net "rofit for the 1*S*go%ernment*

CitiGs 1a)ue ,roposition;

A Mission of Enab)ing .ro/th and ,rogress

6hat #ou Can E?pect 2rom 0s H 6hat 6e E?pect 2rom Ourse)ves

Citi9s mission is to ser%e as a tr&sted "artner to o&r clients by res"onsibly "ro%iding financialser%ices that enable growth and economic "rogress* O&r core acti%ities are safeg&arding assets-lending money- making "ayments and accessing the ca"ital markets on behalf of o&r clients* 0eha%e )77 years of e<"erience hel"ing o&r clients meet the world9s to&ghest challenges andembrace its greatest o""ort&nities* 0e are Citi- the global bank I an instit&tion connectingmillions of "eo"le across h&ndreds of co&ntries and cities*

0e "rotect "eo"le9s sa%ings and hel" them make the "&rchases I from e%eryday transactions to b&ying a home I that im"ro%e the :&ality of their li%es* 0e ad%ise "eo"le on how to in%est forf&t&re needs- s&ch as their children9s ed&cation and their own retirement- and hel" them b&y

sec&rities s&ch as stocks and bonds*

0e work with com"anies to o"timi+e their daily o"erations- whether they need working ca"ital-to make "ayroll or e<"ort their goods o%erseas* By lending to com"anies large and small- wehel" them grow- creating @obs and real economic %al&e at home and in comm&nities aro&nd theworld* 0e "ro%ide financing and s&""ort to go%ernments at all le%els- so they can b&ilds&stainable infrastr&ct&re- s&ch as ho&sing- trans"ortation- schools and other %ital "&blic works*

15



These ca"abilities create an obligation to act res"onsibly- do e%erything "ossible to create the best o&tcomes- and "r&dently manage risk* $f we fall short- we will take decisi%e action and learnfrom o&r e<"erience*

0e stri%e to earn and maintain the "&blic9s tr&st by constantly adhering to the highest ethical

standards* 0e ask o&r colleag&es to ens&re that their decisions "ass three tests? they are in o&rclients9 interests- create economic %al&e- and are always systemically res"onsible* 0hen we dothese things well- we make a "ositi%e financial and social im"act in the comm&nities we ser%eand show what a global bank can do*

The fo))o/ing are the financia) function of city ban:

Institutiona) 3usinesses

0ith trading floors in more than 67 co&ntries- clearing and c&stody networks in o%er 47co&ntries- and connections with 277 clearing systems-Citi9s $nstit&tional Clients #ro&" maintainsone of the largest global financial infrastr&ct&res and facilitates on a%erage more than trillionof flows daily* This is what enables Citi to b&ild end&ring relationshi"s with clients and ser%ethem with distinction*

CA,ITA4 MAR@ETS ORI.INATION

Citi9s Ca"ital /arkets Origination b&siness isfoc&sed on the ca"ital,raising needs of o&r

instit&tional clients- from ina&g&ral iss&ances ande<changes to cross,border transactions and first,of,their,kind landmark str&ct&res* Owing to o&r &nmatched global foot"rint and di%erse range of financial "rod&cts- Citi aims to be the firstchoice among iss&ers for clients9 &nderwriting needs* Citi9s track record of s&ccessf&lly e<ec&tingin both b&oyant and challenging market conditions is a testament to o&r &nwa%ering commitmentto "ro%ide the highest :&ality ser%ice to clients* Citi9s str&ct&ring and e<ec&tion e<"ertise hasestablished the firm as a leader in the e:&ity ca"ital markets- whether meas&red by inno%ation or "roceeds raised- and has disting&ished Citi as the clear choice for debt &nderwriting- withe<cellence across a broad range of c&rrencies and markets*

$n )7(2- Citi was &nderwriter for se%eral landmark transactions- incl&ding Alibaba #ro&"Kolding Limited9s )3 billion initial "&blic offering $'O! in Se"tember and 6 billion bondoffering in No%ember* Citi also ser%ed as @oint global coordinator on Ally Financial9s )*4 billion$'O and led all of Ally9s "ri%ate "lacements* $n No%ember- Citi ser%ed as a @oint bookr&nner oninder /organ- $nc*9s 4 billion bond offering as "art of the financing for its ac:&isition of

16



inder /organ Energy 'artners- L*'*- inder /organ /anagement- LLC and El 'aso 'i"eline'artners- L*'*

COR,ORATE AND IN1ESTMENT 3AN@IN.

Citi9s Cor"orate and $n%estment Banking franchises "ro%ide com"rehensi%e relationshi"co%erage ser%ice to ens&re the best "ossible ser%ice and res"onsi%eness to clients* 0ith its strong "resence in many nations- Citi &ses co&ntry- sector and "rod&ct e<"ertise to deli%er o&r globalca"abilities to clients where%er they choose to com"ete*

Citi9s Cor"orate and $n%estment Banking client teams are organi+ed by ind&stry and by co&ntry*Each team is com"osed of two "arts? Strategic Co%erage Officers foc&s on mergers andac:&isitions and e:&ity and related financing sol&tions- while Cor"orate BankersHin "artnershi"with Citi9s Ca"ital /arkets s"ecialists and with s&""ort from the #lobal S&bsidiaries #ro&"H deli%er cor"orate banking and finance ser%ices to global- regional and local clients*

$n )7(2- Citi ad%ised on se%eral transformational transactions* For instance- we were leadfinancial ad%isor to AB Ac:&isition LLC Albertson9s! and to an in%estor gro&" led by Cerber&sCa"ital /anagement- L*'* in ac:&iring all of the o&tstanding shares of Safeway $nc* Citi also wasa @oint lead arranger on the financing for the transaction* Citi ad%ised inder /organ- $nc* on itsac:&isition of all of the o&tstanding "&blicly held e:&ity sec&rities of inder /organ Energy'artners- L*'*- inder /organ /anagement- LLC and El 'aso 'i"eline 'artners- L*'* in atransaction %al&ed at a""ro<imately 4 billion* Citi also acted as lead financial ad%isor to Le%el Comm&nications- $nc* on its * billion ac:&isition of tw telecom and "artici"ated in thetransaction financing*

MAR@ETS AND SEC0RITIES SER1ICES

Citi9s /arkets and Sec&rities Ser%ices b&siness "ro%ides world,class financial "rod&cts andser%ices as di%erse as the needs of the tho&sands of cor"orations- instit&tions- go%ernments andin%estors Citi ser%es* Citi works to enrich the relationshi"s- "rod&cts and technology that defineits market,making "resence* The breadth- de"th and strength of Citi9s sales and trading-distrib&tion and research ca"abilities s"an a broad range of asset classes- c&rrencies- sectors and "rod&cts- incl&ding e:&ities- commodities- credit- f&t&res- foreign e<change FV!- emergingmarkets- #(7 rates- m&nici"als- "rime finance and sec&riti+ed markets*

O&r $n%estor Ser%ices and Direct C&stody and Clearing b&sinesses "ro%ide c&stomi+ed sol&tionsthat s&""ort the di%erse in%estment and transaction strategies of in%estors and intermediariesworldwide*

The Citi ;elocityS/ "latform deli%ers electronic access to Citi9s global foot"rint and real,timeinformation- gi%ing clients &n"recedented access to ca"ital markets intelligence and ser%icesacross all "rod&ct lines* Thro&gh web- mobile and trading a""lications- clients can find Citi

17



research- commentary- and "ro"rietary data and analytics e<ec&te fast- seamless and stableforeign e<change and rates trades and &tili+e Citi9s s&ite of so"histicated- "ost,trade analysistools*

$n )7(2- Citi de%elo"ed a fo&r,"art- 36 million financing str&ct&re that refinanced the

Comm&nity 'reser%ation Cor"oration9s e<isting debt and "ro%ided the li:&idity needed to restartloan o"erations that will ser%e New ork State9s most distressed neighborhoods*

Citi tied for second "lace in global fi<ed income market share for )7(2- a gain for the year-according to financial ser%ices cons&ltancy #reenwich Associates* $n addition- Citi wasrecogni+ed as a #reenwich Leader in o%erall best ser%ice :&ality and was ranked as the to" threein global fi<ed income trading share among hedge f&nds- credit and rates* The researchres"ondents incl&ded more than 2-777 fi<ed income in%estors*

$isk maga+ine awarded Citi OTC Clearer of the ear and Credit Deri%ati%es Ko&se of the ear-

and The #anker named Citi the /ost $nno%ati%e Bank for E:&ity Deri%ati%es*,RI1ATE 3AN@IN.

Citi o"erates one of the world9s leading global "ri%ate banks- whose teamwork- commitment toser%ice- and ability to see and sei+e o""ort&nities for clients set it a"art* Citi9s 677 "ri%ate bankersand "rod&ct s"ecialists- located in 3( offices in (4 co&ntries- act as tr&sted ad%isors to many ofthe world9s most s&ccessf&l and infl&ential indi%id&als and families*

Citi9s com"rehensi%e ser%ices are tailored to indi%id&als and families- incl&ding entre"rene&rsand b&siness owners- single, and m&lti,family offices- senior cor"orate e<ec&ti%es- ne<t,

generationWinherited wealth- law firms and attorneys* Thro&gh banking and cash management tolending- in%estment strategies- and tr&st and wealth ad%isory ser%ices- Citi9s goal is to deli%ere<"ertise and a "remier le%el of ser%ice while hel"ing grow- manage and "reser%e wealth* As Citi "artners with clients- it can "ro%ide global thinking informed by dee" local insight and can hel"deli%er the com"lete financial management strategies that today9s wealth re:&ires*

riva!e #anker %n!erna!ional awarded Citi O&tstanding #lobal Bank in North America and Asia'acific as well as Best Ne<t,#eneration Offering and Best Discretionary X Ad%isory Ser%iceOffering*

TREAS0R# AND TRADE SO40TIONS

Citi9s Treas&ry and Trade Sol&tions TTS! b&siness "ro%ides integrated cash management andtrade finance ser%ices to m&ltinational cor"orations- financial instit&tions and "&blic sectororgani+ations across the globe* 0ith the ind&stry9s most com"rehensi%e s&ite of digital andmobile,enabled "latforms- tools and analytics- TTS leads the way in deli%ering inno%ati%e and

18



tailored sol&tions to its clients* Offerings incl&de cash management- "ayments- recei%ables-li:&idity management and in%estment ser%ices- working ca"ital sol&tions- commercial and "re"aid card "rograms- and trade finance*

Beca&se deli%ering the best "ossible client e<"erience is the key dri%er of growth and share- TTS

has foc&sed its efforts on transforming the client e<"erience based on the "illars of clientad%ocacy- network management- client o"erations and c&stomer ser%ice* Citi is deli%ering aseamless- end,to,end client e<"erience thro&gh the de%elo"ment of its ca"abilities- clientad%ocacy and ser%ice across the entire organi+ation*

$n )7(2- Treas&ry and Trade Sol&tions la&nched Citi $ntegrated 'ayables Sol&tionsS/- a holistics&ite of analytics- ad%isory and "ayment ser%ices that will assist organi+ations in o"timi+ingworking ca"ital and ma<imi+ing efficiency across their com"lete s&""ly chain*

Treas&ry;isionY Li:&idity /anager- a key com"onent of Citi9s Treas&ry;ision Analytics toolkit

that "ro%ides interacti%e balance %isibility %ia the CitiDirectY online banking "latform- la&nchedin )7(2* This sol&tion is another inno%ati%e ser%ice that com"lements Citi9s s&ite of globalli:&idity management sol&tions*

Citi also introd&ced Citi 0orking Ca"ital Analytics- which is designed to s&""ort strategicdecision making for a com"any9s treas&ry- "roc&rement and shared ser%ice center organi+ations*The ser%ice combines diagnostic ca"abilities with inno%ati%e %is&ali+ation technology and real,time interacti%e feat&res to deli%er enhanced %isibility and insights across an organi+ation9scom"lete s&""ly chain*

!C" Mcdona)ds

INTOD0CTION

19



/cDonald9s is the world9s largest chain of hamb&rger fast food resta&rants- ser%ing aro&nd 46million c&stomers daily in ((5 co&ntries across 3-777 o&tlets* Fo&nded in the 1nited States in(527- the com"any began as a barbec&e resta&rant o"erated by =ichard and /a&rice /cDonald*$n (526- they reorgani+ed their b&siness as a hamb&rger stand &sing "rod&ction line "rinci"les*B&sinessman =ay roc @oined the com"any as a franchise agent in (533* Ke s&bse:&ently

"&rchased the chain from the /cDonald brothers and o%ersaw its worldwide growth*

A /cDonald9s resta&rant is o"erated by either a franchisee- an affiliate- or the cor"oration itself*The /cDonald9s Cor"oration re%en&es come from the rent- royalties- and fees "aid by thefranchisees- as well as sales in com"any,o"erated resta&rants* $n )7()- the com"any had ann&alre%en&es of )*3 billion and "rofits of 3*3 billion* According to a )7() BBC re"ort-/cDonald9s is the world9s second largest "ri%ate em"loyer behind 0almart with (*5 millionem"loyees- (*3 million of whom work for franchises*

/cDonald9s "rimarily sells hamb&rgers- cheeseb&rgers- chicken- french fries- breakfastitems- soft

drinks- milkshakes- and desserts* $n res"onse to changing cons&mer tastes- the com"any hase<"anded its men& to incl&de salads- fish- wra"s- smoothies- fr&it- and seasoned fries*

A3O0T T=E COM,AN#

Ambition

O&r "&r"ose goes beyond what we sell* 0ere &sing o&r reach to be a "ositi%eforce* For o&r c&stomers* O&r "eo"le* O&r comm&nities* O&r world*

#OOD FOOD

0e "romote choices* =eal ingredients* #reat taste* Trans"arency*

Learn more abo&t Food- S&stainability*

20

http://www.aboutmcdonalds.com/mcd/sustainability/food.html

http://www.aboutmcdonalds.com/mcd/sustainability.html

http://www.aboutmcdonalds.com/mcd/sustainability/food.html

http://www.aboutmcdonalds.com/mcd/sustainability.html



#OOD 'EO'LE

0e create o""ort&nity* Enco&rage di%ersity* Offer training* Facilitate teamwork*=eward achie%ement*

Learn more abo&t O&r 'eo"le*

#OOD NE$#KBO=

0e cham"ion ha""y- healthy kids* ee" families together thro&gh =onald/cDonald Ko&se Charities* Commit to red&cing o&r foot"rint* 1sing lessenergy* And recycling more*

Learn more abo&t o&r commitments to the 'lanet and Energy*

0ere "ro&d of e%erything we do* And were dedicated to doing more*E%ol%ing alongside o&r c&stomers* B&ilding memories that last a lifetime*And goodwill that lasts fore%er*

3usiness Mode)

The "ower of o&r franchisees- s&""liers and em"loyees working togethertoward a common goal is what makes /cDonalds the worlds leading :&ick,

21

http://www.aboutmcdonalds.com/mcd/sustainability/people.html

http://www.aboutmcdonalds.com/mcd/sustainability/planet.html


http://www.aboutmcdonalds.com/mcd/sustainability/planet/climate-and-energy.html

http://www.aboutmcdonalds.com/mcd/sustainability/people.html


http://www.aboutmcdonalds.com/mcd/sustainability/planet/climate-and-energy.html



ser%ice resta&rant brand*

• Franchisees bring the s"irit of entre"rene&rshi" and commitment to

comm&nities*

•

S&""liers are dedicated to highest le%els of :&ality and safety*

• The com"any facilitates learning and sharing across /cDonalds more

than 4-777 resta&rants*

A COLLECT$ON OF S/ALL B1S$NESSES

0hile a global Brand- the %ast ma@ority of /cDonalds resta&rants I morethan 67 worldwide and nearly 57 in the 1*S* I are owned and o"erated by

a""ro<imately 3-777 inde"endent- small, and mid,si+ed b&sinessmen andwomen*

Franchisees often li%e in the comm&nities they ser%e and are committed tomaking a "ositi%e im"act locally I from "ro%iding good food- c&stomerser%ice and @ob o""ort&nities- to s&""orting local charities and other ways ofgi%ing back*

F=EEDO/ 0$TK$N A F=A/E0O=

0e "ay s"ecial attention to how o&r c&stomers are alike I and how they are

different too* For that reason- markets and co&ntries ha%e latit&de when itcomes to men&- marketing- comm&nity in%ol%ement and local b&sinessmanagement* See /cDonalds aro&nd the world*

Services funtion

Macdona) Fua)tity servies

/cDonalds belie%e that good c&stomer ser%ice is the res"onsibility of e%erybody in thecom"any* E%ery em"loyee has a "art to "lay in "ro%iding with a ser%ice with best "ractise fo&ndanywhere in the trade* This is /ho macdona)s maintain Fua)ity servies;

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http://www.aboutmcdonalds.com/mcd/country/map.html

http://www.aboutmcdonalds.com/mcd/country/map.html



,roducts

/cDonalds "ro%ide high :&ality "rod&cts- s&ch as b&rgers- fries- drinks- m&ffins- etc- which aresafe and reliable that it does what it is s&""osed to do- b&t not only does the :&ality of the "rod&cts matter- the good %al&e for money affects the b&siness* E*g* b&y one e<tra %al&e mealand get one free with a food %o&cher that re"resents the offer only* They ens&re that a highstandard of the "rod&ct is carried o&t at all times and they try to com"ete %ery com"etiti%ely withother fast food b&sinesses with their good %al&e for money* Also a c&stomer wo&ld know if the "rod&ct is good %al&e for money by checking in another food o&tlet like FC for their ser%icesand "rod&cts*

safe to use instruction

/cDonalds also "lay a role es"ecially into the goods being safe to &se and being %ery reliablewith "ro%ided instr&ctions* This will benefit the c&stomer9s safety and ho"ing to be %ery reliabled&ring the c&stomer9s &se beca&se its hel"s the b&siness to increase it sales by kee"ing thee<isting c&stomers and attracting new ones*

.ood pac:aging

The "rod&cts of /cDonalds are safely "ackaged when it is re:&ired for the "rod&ct- in order thec&stomer does not ha%e any "roblems or and negati%e feedbacks to /cDonalds* E*g* hot coffeec&"s ha%e "lastic lids on to" so it does not s"ill or b&rn on the c&stomer* Also- /cDonalds ens&reto offer n&tritional g&ide of the "rod&ct clearly state what the "rod&ct contains*

proper Staff

Kowe%er- not only the high :&ality standards of food affects the b&siness- the staff who are "resently "ro%iding the ser%ice are entitled to establishes him or her self with their tone theso&nd of the %oice!- manner the le%el of mat&rity!- lang&age and body lang&age well eno&gh tosatisfy the c&stomer and to make them a""reciated of feeling more welcomed and %al&es them asa "ro"er c&stomer* E*g* if a c&stomer was abo&t to s"eak the staff o"erating the till wo&ld sayZhello- may $ take yo&r order "lease-9 and when their "rod&cts are gi%en ZThank yo& and "leasecome again*9

Also- the staffs are to wear the correct /cDonald9s &niform- so they will be easily noticed byc&stomers- if they need hel" by the staff wearing black tro&sers and to" with a /cDonalds logoon the t,shirt*

proper c)eaning!hygine"

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http://www.123helpme.com/search.asp?text=quality+standards

http://www.123helpme.com/search.asp?text=mcdonalds

http://www.123helpme.com/search.asp?text=quality+standards



All "remises in /cDonalds are cared for %ery m&ch and are cleaned before o"ening times andafter closing times* These are well sign "osted with safety signs so to ens&re the c&stomer doesnot endanger him or her self in any way* Also these "remises are :&ite s"acio&s which c&stomerscan easily work thro&gh for their own needs* Some /cDonalds ha%e two floors b&t the one $%isited on Broad St has one floor- b&t it is :&ite s"read o&t which contains tables and chairs on

the side of the walls- so the c&stomer can easily walk thro&gh* Kigh chairs- baby changing areaand disabled toilet- normal se"arate toilets for men and women*

De)ivery /cDonalds do not deli%er their goods as it is not recommended as a c&stomer ser%ice in the b&siness- b&t if a c&stomer were to ha%e a disability- their goods wo&ld ha%e been deli%ered by amember of staff on their own free will in &sa for other co&ntries the franchises decided to deli%er or not for e*g* in $ndia there is a free deli%ery system where em"loyees are s"ecially a""ointedand gi%en bike to deli%ery food at home

After sa)es care

This basically consists on the em"loyee asking the c&stomer if he or she is satisfied- both withthe com"any9s goods and the ser%ice that it "ro%ides* /inor com"laints are sol%ed by staff ond&ty that a"ologise for the "roblem- "ro%ide the hel" or assistance re:&ired to check the c&stomer is satisfied* E*g* the drink was flat- which the c&stomer com"lained- so the staff had to gi%e thec&stomer another drink* $f the "roblem is more serio&s- then it is referred to the managerimmediately- so the "roblem is sol%ed efficiently* Also if the "rod&ct is :&ite cold- the matter will be resol%ed by a sim"le e<change for the same "rod&ct witho&t any hesitations*

,ayment

/cDonalds do acce"t cash and che:&es as a "ayment method b&t they do not take credit cardsaltho&gh there are AT/ machines a%ailable o&tside most stores so the money can be obtainedfrom the credit card easily*

Communicating /ith customers

C&stomers intend to comm&nicate with staff abo&t a whole lot of iss&es relating to goods andser%ices on offer- s&ch as "ricing- a%ailability- contracts and after,sales ser%ice* C&stomers withdifferent disabilities will ha%e different needs* $f in do&bt- staff may find it hard to comm&nicated&ring the c&stomer9s order so the staff find will o&t from the c&stomers indi%id&ally of whatmethod of comm&nication s&its them best* $n addition to the tele"hone and te<t can benefit arange of c&stomers* E*g* a c&stomer is &nable to talk and hear b&t is able to read- which themember of staff e<change written notes- in order to satisfy the c&stomer by taking in his or her

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order*

There are ranges of systems to enhance comm&nication for "eo"le with hearing im"airments*Some are relati%ely sim"le- s&ch as ind&ction loo"s- which is &sed at the co&nters* $n sit&ationswhere it is not reasonable to install an ind&ction loo" or other ty"e of %oice enhancement system-

staffs comm&nicates in other ways- s&ch as e<changing written notes with c&stomers withhearing im"airments* The layo&t of a formal letter may incl&de the manager9s address or name ifknown- the c&stomer9s address and to terminate the letter with yo&rs sincerely or yo&rs faithf&lly*Also the grammar and "&nct&ation is %ery im"ortant beca&se sometimes it may mislead the "erson*Staffs are enco&raged to look straight at c&stomers and not co%er the mo&th when they ares"eaking to them* Allowing e<tra time- and re"eating back to the c&stomer to check acc&racy and&nderstanding- can benefit c&stomers with learning diffic&lties and with s"eech im"airments*Also /cDonalds9s staff are in &niform- which may incl&de bl&e to"- @eans or tro&sers and a ca"

with a the com"any9s logo on each item so the c&stomer can easily recognise of who to go forordering and hel" d&ring their "resence in /cDonalds*0hen the c&stomer is in need of hel" staff wo&ld comm&nicate to g&ide them thro&gh the foodo&tlet b&t the c&stomer may not be able to s"eak good English which the staff may intend tos"eak the lang&age like &rd&- so this is a form of %erbal comm&nication in another lang&age*

htt"?WWwww*()hel"me*comWc&stomer,ser%ice,at,mcdonalds,%iew*as"Pid[(42267

reference

htt"?WWwww*()hel"me*comWc&stomer,ser%ice,at,mcdonalds,%iew*as"Pid[(42267

htt"?WWwww*make&seof*comWtagWhow,m&ch,google,know,abo&t,yo&W

htt"s?WWen*wiki"edia*orgWwikiW#oogle\Enter"rise]"rod&cts

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htt"?WWwww*abo&tmcdonalds*comWmcdWo&r]com"any*html

htt"s?WWwww*google*comW

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of incstudy on stragyoporations in various function domains

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