McDonald's full document printed from The Times 100 website: www.tt100.


Recruiting, selecting and training for success
The reputation of any business ultimately depends on the quality of its products. High quality products need high quality people to create, design, produce and deliver them. So if a business is to maintain its reputation it needs to do well at recruiting high quality employees. For any business offering a large element of personal service, an ability to recruit, train and retain high quality staff is particularly vital. This Case Study looks at how McDonald's, the world's largest and fastest growing global restaurant chain; uses recruitment and training policies with practices that are designed to attract, identify, develop and retain the high calibre of staff its line of business requires. McDonald's opened its first UK restaurant October 1974. In December 2004, there were over 1330 McDonald's restaurants operating in the UK. Around 60% of these are owned and operated by the company. The remainder are operated by franchisees. McDonald's is a large scale employer. In September 2004 in the UK the company-owned restaurants employed 43,491 people: 40,699 hourly-paid restaurant employees, 2,292 restaurant management, and 500 office staff. McDonald's franchisees employed a further 25,000 people. A typical McDonald's restaurant employs about 60 people. Most employees are paid by the hour and are referred to as 'crew members'. Their primary responsibility is to prepare the food, serve customers and carry out tasks for the efficient running of the restaurants. Other hourly-paid employees who work alongside them include Training Squad Members, Dining Area Host/esses, Party Entertainers, Administrative Assistants, Security Co-ordinators, Maintenance Staff, Night Closers, Floor Managers and Shift Running Floor Managers. These employees carry out more specific job functions. Their overall role, however, is to ensure the restaurant runs efficiently. The remaining restaurant-based employees are salaried managers. It is their responsibility to manage the restaurant's operations, crew and business performance. Each McDonald's restaurant is structured as an independent business, with restaurant management responsible for accounting, operations, inventory control, community relations, training and human resources. The remaining company employees are salaried office staff, working in either the Corporate or Regional Visit for Downloads - Theory - Quizzes - Company Info - Current and Previous Case Studies

The interviewer rates candidates on their responses and offers jobs to those who earn the highest ratings. McDonald's also offers a career opportunity.Quizzes .g. To find people who will be committed to excel in delivering outstanding service. McDonald's also uses local job centres. All businesses experience staff turnover for various reasons e. each individual restaurant is responsible for filling hourly-paid positions. It is vital to use effective hiring material with a clear message targeted at the right audience. A well-run interview will identify an applicant's potential to be a successful McDonald's employee. effective workers are the best route to success. For many young people. A recruitment exercise often generates more applications than there are positions available. The company's recruitment history shows this is the best method of hiring quality staff e. For recruiting hourly-paid employees McDonald's use several avenues. and treat well'. For each position there is a job description outlining typical duties and responsibilities and a person specification defining personal skills and competences. One way of doing this is to 'choose wisely.g. The Management Recruitment department in East Finchley co-ordinates the recruitment of managers. career change. it has identified essential skills and behaviours that applicants should be able to demonstrate. 03_Recruiting suitable applicants Under McDonald's recruitment policy. Over 60% of restaurant crew are aged 20 or under and. Interviewers look for behavioural evidence in the applicant's life history that fits with the requirements of the job. McDonald's needs people who want to excel in delivering outstanding service. 02_The importance of recruitment For McDonald's. The questions look for actual events or situations rather than allowing applicants to give a general or theoretical response. McDonald's scripts an interview guide that helps the company predict how an applicant's past behaviour is likely to influence future performance.Company Info . For these reasons. a new opportunity for Downloads . people living locally and/or friends of existing employees. people are its most important asset. a job with McDonald's would be their first experience of employment.McDonald's full document printed from The Times 100 website: www. To ensure the company recruits the right people. leaving the area. This is because customer satisfaction begins with the attitudes and abilities of employees and committed.Theory .tt100. Visit www.Current and Previous Case Studies . career fairs and other local facilities. It uses a fact-based decision-making process. and to provide the best place to work. Positions are generally advertised in the restaurant. returning to education. for the majority of Departments. The manager will select the applicants to be interviewed and will conduct the interviews. Recruiting and training staff is very expensive and businesses will look to keep staff turnover to a minimum.tt100. McDonald's strives to attract and hire the best.

after which the manager decides whether or not to hire the applicant 04_Appointing the suitable applicant After the final interview the manager will rate the applicant's after which employees are rated on their performance and are either retained or have their employment terminated.Theory . The remainder are predominately graduates. Successful completion at OJE will lead to a final interview. 05_Training at McDonald'sRestaurants Limited McDonald's success is built on the highest standards of McDonald's future managers come from two main A successful applicant will have demonstrated skills and behaviours that have been identified as being key to the position. New employees will also meet their trainer. McDonald's inducts all new employees into the business through a Welcome Meeting. People who cannot access the web can call the Recruitment Hotline. The selection process includes an initial online psychometric test. and tour the restaurant. hygiene and safety training • policies and procedures • administration • benefits • training and development.tt100. More than half of all salaried management positions are taken up by hourly-paid employees who earn promotion. or pick up a pre-paid Business Reply Card from a McDonald's restaurant. McDonald's directs applicants towards applying on line at This is a 2-day assessment in a restaurant. The first stage is to notify all candidates as to whether or not their application has been successful pending satisfactory references. This test produces an initial score. Wherever possible.Current and Previous Case Studies . S/he will also have produced documents to show s/he is eligible to work in the UK in line with the Asylum and Immigration Act 1996. The company notifies all unsuccessful applicants in writing.McDonald's full document printed from The Times 100 website: www.Company Info . service and cleanliness delivered to Visit www.Quizzes . The applicant then attends a first stage interview and is offered "On Job Experience" (OJE).biz for Downloads . which they must attend. including: • job role • food. The Welcome Meeting gives an overview of the Company. The company operates a 3-week probationary period.

targeting second assistant and newly promoted first assistant managers. increasing the manager's business knowledge. The first stage of training is at the Welcome Meetings.Current and Previous Case Studies . All new employees have an initial training period. This consists of on-the-job training and open learning development modules. The rating will go towards their appraisal grading. Well-trained crew and managers are the first step to achieving these standards. This includes a comprehensive training programme for crew and operations management and career progression that enables a 'first job' employee to progress through to a senior management position through merit-based promotions. It is company policy to provide career opportunities that allow employees to develop their full potential. The McDonald's Management Development Curriculum takes new recruits from trainee manager to Restaurant Manager. either graduates or individuals with some previous management experience.introducing managers to the key skills needed to become effective restaurant leaders e. team-building. 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. from the front counter to the grill area. communication. The restaurants do promote crew members to hourly-paid management positions that carry accountability for areas within the restaurant. or "on-the-job" training because people learn more and are more likely to retain information if they are able to practise as they learn. On successful completion of a management entrance exam. These set out the company's standards and customers in each of its restaurants.Company Info .Theory .tt100.McDonald's full document printed from The Times 100 website: www. After the initial training period all employees receive ongoing training. service and cleanliness. gaining knowledge of McDonald's operational procedures. • Systems Management . This is followed by a structured development programme that provides training in all areas of business.e. The Management Development Curriculum is aimed at persons aged 21 or over. This programme covers all areas of McDonald's systems. This is done using "Observation Checklists" for the station they are working at. supported by courses and seminars at the Company's National and Regional Training Centres. They will also attend classroom-based training sessions where they will complete workbooks for quality. Training and development is given in the restaurant and in addition the participants will attend regular development days. It offers a direct route into restaurant management.Quizzes . Crew trainers work shoulder-to-shoulder with trainees while they learn the operations skills necessary for running each of the 11 workstations in each restaurant.tt100. Visit www. The time scale for this depends on their status i. • Restaurant Leadership . The majority of training is floor based.g. full or for Downloads . All employees learn to operate state-of-the-art foodservice equipment. decision-making. It also develops individual techniques.developing trainee managers in the skills and techniques required to become effective in all aspects of running a shift. employees will attend a training course held by the training department at the regional office before returning to the restaurant in a management position. or responsibility for a shift. The Management Development Curriculum is divided into four key programmes: • Shift Management . through an intensive structured training programme.

Its recruitment policies. procedures and practices reflect the company's determination to fulfil its aim. Visit www.Current and Previous Case Studies .Quizzes .tt100. 06_Conclusion 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.Company Info .biz for Downloads . This gives an experienced manager the opportunity to develop and learn new skills. to see a different side of the business and to experience how each department's strategies have a role in achieving the company's goals.focusing restaurant/general managers on the need to develop a business strategy that encompasses both internal and external • Business Leadership . Most departments in the regional offices offer restaurant managers opportunities to be seconded to work in the regional office.Theory .tt100.McDonald's full document printed from The Times 100 website: www.

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