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“Formed in 1954, McDonald's brand is the leading global foodservice retailer with more
than 30,000 local restaurants serving nearly 50 million people in more than 120 countries
each day. Its rich history began with the founder Ray Kroc's vision and his commitment.”
McDonald’s In Pakistan:
McDonald's Pakistan opened its doors in September 1998 at Lahore and presently
operating in six major cities with a network of 20 restaurants. With a strong belief in the
Ray Krock phrase when you are green you are growing, McDonald's Pakistan has an
aggressive plan to expand in all other cities of Pakistan and is rapidly growing with the
focus to provide friendly and quick service restaurant experience to our customers.
McDonald's Pakistan is a part of the Lakson Group of Companies, with a Head Office in
Karachi and a regional office at Lahore. Lakson Group also owned, Lakson Tobacco Co.
Colgate Pakistan Ltd, Century Insurance Ltd. Express Newspaper, Cyber Net and various
others businesses.
1
McDonald’s Image as an Employer:
McDonald’s overall image and local reputation as an employer is shaped daily by many
factors, including the benefits programs, compensation packages, fun working place
coupled with numerous enthusiasm activities, employee development programs, and its
world renowned best practices.
“Employees, the key ingredient play a vital role each day in shaping our over all
employment image through their performance behavior. Realizing our people strength we
provide the best employment experience to our employees in order to achieve the goal of
giving the world’s best quick-service restaurant experience to our valued customers. We
strive to recruit the best, hire the best, and provide the best place to work.”
As is said by the founder of McDonald’s;
'Take good care of those who work for you and you will float to greatness on
their achievements'
2
McDonald’s ORGANOGRAM:
Restaurant Jobs:
In the restaurant, there is a clearly defined career path, from Crew Member to Crew
Leader to Floor Manager to Assistant Manager to Restaurant Manager.
Restaurant
Manager
1st Assistant
Manager
2nd
Assistant
Manager
Floor Manager
2nd
Assistant
Manager
Star
Crew Team
Crew Member
Crew Member Delivery Crew
3
McDonald’s ORGANOGRAM:
Office Jobs:
Head of
department
Assistant Assistant
Manager Manager
Executive Executive
Coordinator Coordinator
4
McDonald's success is built on the highest standards of quality, service and cleanliness
delivered to customers in each of its restaurants. Well-trained crew and managers are the
first step to achieving these standards. It is company policy to provide career
opportunities that allow employees to develop their full potential. This includes a
comprehensive training program for crew and operations management and career
progression that enable a 'first job' employee to progress through to a senior management
position through merit-based promotions.
Head of training
department
Assistant Assistant
Manager Manager
Executive Executive
Coordinator Coordinator
5
Training need assessment is a fundamental part of Training Design Process at
McDonald’s. It’s been done on different levels. We’ll try to theorize some of them:
2. Welcome Meetings:
The first stage of training is at the Welcome Meetings. These set out the company's
standards and expectations. This is followed by a structured development program that
provides training in all areas of business. Crew trainers work shoulder-to-shoulder with
trainees while they learn the operations skills necessary for running workstations in each
restaurant, from the front counter to the grill area. All employees learn to operate state-of-
the-art foodservice equipment, gaining knowledge of McDonald's operational procedures.
TRAINING DESIGN PROCESS
3. On-going Training:
6
After the initial training period all employees receive ongoing training. This is done using
"Observation Checklists" for the station they are working at. The rating will go towards
their appraisal grading.
4. Transfer of Training:
McDonalds training program aims at near transfer of learned skills to employees. For
example Crew at restaurant is given training on how to cook burgers. Thereby they are
trained to use the machinery, to cook the burger patties at a fixed temperature, in a given
time period. This is exactly what they are required to at their jobs.
McDonalds has a culture of change and innovation. Peer and managerial support is vital
for their survival, so the application of newly learned skills is appreciated by both of their
managers and peers.
5. Training Evaluation:
McDonalds believe that here is no use of training if it is not evaluated. They consider
customer satisfaction as being the best measure to assess the significance of training.
6. Training Methodology:
6.1 On-the-Job Training:
The majority of training is floor based, or "on-the-job" training because people learn
more and are more likely to retain information if they are able to practice as they
learn. All new employees have an initial training period of three months. Here they
are shown the basics and allowed to develop their skills to a level where they are
competent in each area within the restaurant.
6.2 Classroom Based Training:
They will also attend classroom-based training sessions where they will complete
workbooks for quality, service and cleanliness. On our visit to McDonald’s we found
a training room named “Apple Pie”.
EMPLOYEE DEVELOPMENT
7
7. Employee Development:
McDonald’s is having sound plans for the development of its employees. Managers are
occasionally enrolled in seminars held at LUMS and trainers from PAK-AIMS come to
guide them to their career paths. McDonald’s management pays for the expenses to enroll
their employees in seminars sometimes costing them 30,000-40,000 per employee. But
this is usually done for higher level managerial jobs.
As far as job experience is concerned employees are transferred in different zones, for
instance from Karachi to Lahore to Islamabad. Promotions are done entirely on the merit
basis.
CONCLUSION
8
McDonald's believes that the success of the restaurants and the company is achieved
through the people it employs. The company aims to recruit the best people, to retain
them by offering ongoing training relevant to their position and to promote them when
they are ready. Its training and development policies, procedures and practices reflect the
company's determination to fulfill its aim.