Chapter 1




McDonald’s Pakistan
I’m lovin’it

1.1 Vision:
To be the world's best quick service restaurant experience. Being the best means providing outstanding quality, service, cleanliness and value, so that their food makes every customer in every restaurant smile

1.2 Mission:
McDonald's mission is to be their customers' favorite place and way to eat with inspired people who delight each customer with unmatched quality, service, cleanliness and value every time.

1.3 About McDonald’s: 1.3.1 Restaurant:
Aiming to be the world's best quick service restaurant experience, McDonald's started its operations in Pakistan in 1998 and is a leading fast food service retailer for its valued customers. With a strong belief in the phrase when it's green it's growing, McDonald's Pakistan is growing with the focus to provide friendly and quick service restaurant experience to their customers. Currently McDonald's Pakistan is operating in various cities of Pakistan I-e Lahore, Faisalabad, Karachi, Hyderabad, and Islamabad & Rawalpindi with the plans to cover the customer base in various other cities of the country. McDonald's Pakistan is a part of the Lakson Group of Companies, with a regional office in Lahore and the main Head Office in Karachi. They are operating with a network of restaurants to reach our customers for providing friendly services in all different regions of the country.



McDonald's a Global Phenomenon:
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, transformed in their talented executives, and will keep the shine on McDonald's arches for years to come. 1.3.2 • • • • •

Core Values of McDonald’s:
Integrity and Honesty Open, Respectful and Supportive Prepared to take challenges and see them through Deep regards for Customers, Business partners and employees Quality in Product

1.3.3 Departments of the Organization:
• • • • • Finance Department Human Resource Management Marketing Department Operation Department IT Department

McDonald’s is very strict about the quality of services they provide. They don’t compromise anything over quality. Quality is considered to be one of their foremost objectives. They want 100 % quality of service. Quality is checked on for: High standard of food, services provided to the customers. Communication skills i.e. English speaking skills Appearance and grooming Ability to communicate with guests and handle versatile situations.

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1.4 Hierarchy of McDonald’s:
Head of Department

Senior Manager

Senior Manager





Assistant Manager

Assistant Manager







Chapter 2

HR Planning & Methods of Job Analysis & Evaluation



HR Department of McDonald’s

2.1 HR Introduction:
At McDonald's Pakistan, their people are their most important asset. They provide the best employment experience for their employees in order for McDonald's Pakistan to achieve their goal of providing their valued customers with the world's best quick-service restaurant experience. They strive to recruit the best, hire the best, and provide the best place to work The commitment to their employees is shaped on the simple fact "We value you, your growth and your contributions" and this is they strive to achieve through their actions every day.

2.2 HR Planning:
HR planning’s purpose is to determine what HRM requirements exist for current & future supplies & demands of workers. To realize the McDonald's service vision, the organization believes in strengthening their team and ensures to deliver the right skills and knowledge to the right person for getting the right job done. The strength, for making the strong team players to shine under the Golden Arches lies in the People Practice and Development Program.

HR practices:
The field of HRM comes into existence in the result of these questions: • • • • • • How did people come to be employees in their organization? How were they selected? Why do they come to work on regular basis? How do they know what to do on their jobs? How does management know if the employees are performing adequately? And if they are not, what can be done about it?



• •

Will today employees be adequately prepared for the technologically advanced work the organization will require of them in the years ahead? What is the compensation process?

The HR department of McDonald’s fulfills all the requirement of these questions in the true sense of the meaning. As HR department deals with people McDonald’s strongly believe in well being of people because it is a known quotation that “If you take over the liabilities of your employees they will take yours”

HR Functions Of McDonald’s:
HR department of McDonald’s Pakistan does certain functions : • • • • • • • •

Planning Recruitment & selection Training Administration Company manuals Performance management Decision procedures Define company’s policy



2.3 Job Analysis Method:
Job analysis is the procedure of determining the duties and skills required for a job and the kind of person who should hired for it. Analyzing the job in McDonald’s is done by the Human Resource Department. They develop the job description related to different departments regarding their duties, responsibilities, reporting relationships, working conditions and supervisory responsibilities. Once when the job description is prepared, restructuring in the job is done based on the observations of the seniors. In McDonald’s job Analysis is done on the basis of Interviews.

2.4 Job Evaluation Method:
Job Evaluation means making decision about the wages and salaries of the employees on the basis of job analysis it can also be called as compensation. In McDonald There are two types of working hour’s employees: • • Part Time Employees Full Time Employees

In McDonald’s they have predefined standards on which employees are awarded on the basis of their skill, knowledge and experience. The Full Time Working Employees are given salary on monthly basis were as the part time employees are given salary on the basis of the total hours they have worked



Chapter 3

Recruitment & Selection



Recruitment and Selection Process
3.1 Recruitment:
Recruitment is a phase that immediate precedes selection. Its purpose is to pave the way of the selection process by producing ideally, the smallest number if candidates who appear to be capable. The objective of recruitment procedure is to attract suitable candidates in order to produce a short list for future investigation in the selection process.

3.2 Recruitment process:
In McDonald’s the recruiting and hiring process for selecting starts from the applications submitted by the individual. We provide their CVs along with the applications. These applications and CVs are screened out on the basis of: • • • Merit; Institute; and Experience etc.

After this, The Candidates who meet the criteria are selected for the further process. Then the H.R Department lists out the salient features of the CVs (only the accepted CVs). Then the H.R. Manager takes a test based on: • • • • English comprehension Basic mathematics I.Q. and Some questions about the particular job, for which the applicants have applied.

In McDonald’s Recruitment is done on the demand of the Organization. There are two types of Recruitment is done • • Internal Recruitment External Recruitment



3.2.1 Internal Recruitment:
McDonald’s do internal recruiting i.e. they select the candidates from the inside by considering a specific number of internal potential candidates who have applied for the job on the basis of their past performances and qualifications for the required job. Any employee at a reasonable post can submit his /her application for the job. The management has all the information relating to the person’s record about the job he/she is currently performing. On yearly basis, the summary of the employees is maintained in the form of records, which gives the organization maximum chance in selecting the potential employees as the heads of the departments. The HR manager and the Head Manager of the specific department interview the selected employees.

3.2.2 External Recruitment:
McDonald’s often go for the external recruitment they mostly try to go for the internal recruitment or internal promotion of the employee to the high post but in case an employee leaves the organization They Organization have a bulk of application received through the website .The organization advertise through newspapers or web.

Criteria Required For Employment:
The qualifications required for employment in McDonald’s are as follows: Appearance and grooming Professional Qualifications Experience and knowledge Communication skill in English Leadership skills Potential for growth Reasoning and Judgment Computer skills

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3.3 Selection Process:
With the pool of applicants, the next step is to select the right person for the job this usually means whittling down the applicant pool by using the screening tools. In McDonald the selection process involves the following steps: • • • • • Initial Screening Employment Test Background Investigation Medical Examination Permanent job offer

Employment Tests:
Every big organization in the world uses a test for the hiring of people, from inside as well as outside. These companies use many types of tests to judge the people we are hiring and to have utmost guarantee that the people we are hiring are perfect from every point of view. These test judge the candidate according to his mental and cognitive abilities. McDonald’s take tests as far as their candidates are concerned to check there full abilities. The tests are of different nature like: • Test Of Cognitive Abilities

These kind of tests include IQ tests, general and intellectual abilities, verbal fluency, vocabulary etc. These tests are generally conducted while recruiting executives and supervisors. • Motor And Physical Ability Tests These tests include checking the performance of the employee usually working on the machines in operation department to check their reflexes and while working at their work place. • Measuring Personality Interests



Involves taking into consideration the personal interests and motivations of the person in his field.

Candidate’s ratio:
Within the pool of candidates, if the demand is for 1 employee then the ratio for selecting is the employees is 1:5, and if the demand is for 2 employees then the ratio becomes 2:10 and so on.

When the managers make the selection the phase of interviewing the employee comes. The interview is taken from the employees in two ways i.e.   Top level interviews Low-level interviews.

In top-level interviews the General and Division Manager of McDonald’s takes the interview of candidates for the Executive post. In low-level interviews the Heads of the departments takes the interviews of candidates for the Associate heads, officers, managers, and assistant manager’s posts. After the selection is made the General Manager approves the candidates.

Type of Interviews:
Paneled interviews are taken from the candidates and the panel consists of the HR manager and the head of the particular department for the interview is being conducted. If an interview for an important post has to be done for a function head then the GM himself indulges into it and performs a combined interview.

Background Investigation:
Once an employee is appointed the investigations and reference checks are done by the HR manager. In McDonald’s, reference checking is referred to as revising the ‘Job History’ which contains    Job applied for i.e. the experience of the employee for the job. Relevant qualifications. Salary 13


After Conducing the interview and all relevant investigation they employee is called to join the job.

Number of employees:
The ratio of women working in McDonald’s with respect to men is 1:3. Total employees in McDonald’s are more than 1300 plus. The policy of McDonald’s is to give females full chance to do the job. There are 3 shifts operated in McDonald’s    . Morning Shift Evening Shift Night Shift



Chapter 4

Training & Development



Training and Development
4.1 Orientation:
Orientation of the new employee is carried out according to priority of heads. Firstly the employee is formally told about what kind of outfit to wear on work. Then he/ she are provided with the orientation kit. The employee has to spend 15 – 20 days in different departments under one specific department like if an employee is appointed in the HR department then he/she has to spend 20 days in different sub departments under the HR Department like HR development department, HR administration Department, Hr training Department etc. The head of the department specify the objectives to be carried out. Employees get the evaluation time of 6 months to prove their skills and knowledge about the job being done. And after 6 months they are given the appointment letters as permanent employees.

4.2 Training:
The employees are given training in the “Training Room” in the form of lectures. Firstly the employee is given the on-job training and then he/she is given the actual task to perform. McDonald’s arranges summer crash courses and wrap section for the employees. Job Rotation is done within the specific departments and not outside the departments.

4.3 Development:
McDonald’s is a large organization with many employees working in different departments of the company. Every year the company hires many people for it executive as well as managerial posts. In McDonald’s there are different types of development plans for management for e-g MDP 1, MDP 2 , MDP 3 and CLDC (Crew Leader Development Course).There are also development programs for the low level jobs for enhancing the skills of the employees



Career Development and Fair Treatment:
McDonald’s provides facilities to employees for career development during their employment. Different training courses are offered to their employees such as summer crash courses arranged. Transfers of the employees are carried out with the consent of the employees. The communication of employees is directly with their head of the department. There is a vital concept of two-way communication. At McDonald's, employment is at will. This means that employees are free to terminate their employment at any time, for any reason, with or without cause, and McDonald's retains the same rights. . The Management career in McDonald's Operations starts from the position of Trainee Manager, and follow the path like the one outlined below. • • • • • Trainee Manager Second Assistant Manager First Assistant Manager Restaurant Manager Beyond Manager



Chapter 5

Performance Appraisal Process & Methods



Performance Appraisal
5.1 Performance Appraisal:
Performance Appraisal is a structured formal interaction between a subordinate and supervisor ,that usually takes the form of a periodic interview , in which the work performance of the subordinate is examined and discussed, with a view to identify weakness and strength as well as opportunities for improvement and skill development.

5.1.1 Performance Appraisal Method:
Employees in McDonald’s have a race to win based on their efforts. The employees do their best to give the best performance through their skills and knowledge. A kind of competition is among the employees to become the best employee. The appraisal methods used are of two types, i.e. Graphical Rating Scale 360 degree Feedback

 

Appraisal interview is taken by the department head only. Progress report is in the hands of the department head. Yearly appraisals of employees are done with in June-July. Appraisals are done yearly but they can also be done at any time of the year by the department head on the basis of employee’s marvelous performance. Through the graphical rating scale the head of the department rate the person according to the performance of its work, skill, knowledge, experience and also on the performance in the training programs and after the assessment according to the rating scale rate the employee is appraised. Upward feedback is done by 360 degrees i.e. information is collected “all around” an employee from his or her supervisors, subordinates, peers and customers. This term is also known as “multi source assessment”. Subordinates can appraise their seniors. With the help of the “Employee Satisfaction Survey” the heads get to know which employee is giving what type of output. Raise in McDonald’s 19

salary is done by 10%and if performance is also counted then 20% increment is given at any time of the year.



Chapter 6

Compensation and Benefits



Compensation and Benefits

6.1 Compensation:
Compensation means all forms of pay or rewards going to employee and arising from their employment .It has two main components, direct financial payments (wages, salaries, commission, and bonuses). And indirect payments (financial benefits like employer – paid insurance and vacations).

6.2 Employee Benefits:

McDonald's benefits program is designed to attract, energize, reward and retain talented people who will produce superior business results and enhance their leadership position. They recognize the importance of a strong benefits program. People Promise: People Promise is a statement of commitment to every person in the McDonald's system. It is how they remind people what they can expect and how high their goal is: “To be the best employer in each community around the world” McDonald's and its independent owner/operators have made a commitment to their employees that they strive to achieve with their actions every day. And to make sure they deliver on this promise, they have in place five people principles. These people principles reflect McDonald's values and describe the culture they embrace. Respect and Recognition: Managers treat employees, as they would want to be treated. Employees are respected and valued. Employees are recognized formally for good work performance, extra effort, and teamwork and customer service.



Values and Leadership Behaviors: All of employees act in the best interest of the Company. They communicate openly, listening for understanding and valuing diverse opinions. They accept personal accountability. They coach and learn. Competitive Pay and Benefits: Pay is at or above local market. Employees value their pay and benefits. Learning, Development and Personal Growth: Employees receive work experience that teaches skills and values that last a lifetime. Employees are provided the tools they need to develop personally and professionally. Resources to Get the Job Done: Employees have the resources they need to serve the customer. Restaurants are adequately staffed to allow for a good customer experience as well as to provide schedule flexibility, work-life balance and time for training

6.2.1 Benefit Categories:
For McDonald's Corporation employees at corporate, division and region offices, many benefits those are: • • • • • • • • Medical and hospital facilities Free furnishing on having new home (managerial level) Provident fund ( ESOP) Company vehicles are provided to employees Choice to get new car after five years Umrah packages are offered to employees Leasing facilities are provided to buy cars, motorbikes, etc Picnics are arranged once every quarter

McDonald’s offer long-term benefits to its employees, like giving them multinational visas, etc.



Chapter 7

Stress Management & Negotiation Techniques



Stress Management
7.1 Job Stress:
Job stress is a chronic disease caused by conditions in the workplace that negatively affect an individual's performance and/or overall well-being of his body and mind Organizational managers are interested in maintaining a low level of job stress for good reasons: high level of stress a result in low productivity, increased absenteeism and turnover, and an assortment of other employee problems including alcoholism, drug abuse and a host of cardiovascular problems. Job Related Stress has been associated with a vast array of diseases, such as coronary heart disease, hypertension, peptic ulcers, colitis and various psychological problems including anxiety and depression

7.1.1 Causes of Job Stress:
The causes of Job Stress are: • • • • • Role Conflict Work overload Job Insecurity High Demand for performance Technology

At McDonald’s Job Stress is handled by conducting counseling sections in which the Counselor identifies the flaw of the employees. Their objective is if people are delivering and if they have any problem they solve it through counseling.



7.2 Negotiation Techniques:
Negotiation Techniques are the ways the employer communicates its expectation and goals of the organization to the employees. At McDonald the expectations of the employer are: • • • • • • • • On Time, Neat and Clean Skills and Training Standards Teamwork Clean Spotless... Tidy... Sparkling. Customers expect every McDonald's will be clean. Welcomed Guest crewmembers make each customer feel like a welcomed guest. Service depends on crewmembers to deliver accurate and friendly service with a smile. To communicate these expectations Crew meeting are conducted



Critical Evaluation and Recommendations
After critically evaluating the HR Functions of McDonald’s we recommend the following suggestions • Job Analysis information should be collected through structured questionnaire because it is more suitable method to collect job analysis information in an organization like McDonald’s because it is inexpensive and efficient way to obtain information from a large number of employees. • McDonald is using “job position” source of internal recruitment but it should also use Rehiring as a source of internal recruitment because former employees are known quantities, and already familiar with the company’s culture, style, and ways of doing things. This will also reduce the training expenses. • McDonald’s should use performance stimulation test for managerial positions because it is effective method for selecting and promoting managerial position .Although it is expensive but very effective method.



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