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					                                   HRM Project on

                         Training and Development at




                                         Submitted To:

                                Madam Shumaila Gull

                                         Submitted by:

                     Raheel Asghar                                F07-B145
                     Mariam Yaqoob                                F07-B149

                     Haris Saeed                                  F07-B133
                     Hafiz Zuhaib Mahmood                         F07-B151
                     Noo-ul-Ain Mustafa                           F07-B108



                                    Statement of Commitment
We as students of IBIT, PU clarifies that all the information has been collected by interviewing the Human
 Resource Manager of McDonald’s Mian Umer bin Mohammad & mc Donald’s Website and there is no
          doubt about its documentation. And We Stood by the Oath that we took in the Class
ACKNOWLEDGEMENT



   “In the name of Almighty Allah, the most beneficent and merciful to the mankind.”




This project would not be possible without the encouragement and guidance of number
   of people. We feel highly obliged and want to express our deepest gratitude to our
respected teacher Miss Shumiala Gull for her advice, help and guidance throughout this
                                              semester.




   We would like to express our deepest gratitude to our parents and friends for their
                             inspirations, love and constant support.




HRM – Project on Mc Donald‟s Pakistan ... Training & Development           2|P a ge
EXECUTIVE SUMMARY



This project is about Mc Donald‟s Pakistan, which is one of the largest and the best-
known global food service retailer with more than 30,000 restaurants in 121 countries
serving 47 million customers each day. First we have studied a brief history of the
company worldwide. Then we have introduced McDonalds Pakistan, the organizations
strategies and its structure.




Basically, this project aims to have an overview of the McDonalds human resource
management, specially in Training and Development. The different functions at the
disposal of HR include provision of different laws for the protection of employee‟s
rights. Strategies for the development of the organization, job analysis for the hiring of
new employees, personnel recruiting, employee testing and selection, performance
appraisal are also integral parts of HR.




These all functions are described in context of McDonalds Pakistan. This will help better
understanding the different processes involved in HR functionality.




HRM – Project on Mc Donald‟s Pakistan ... Training & Development            3|P a ge
                        McDonald's has come a long way since Ray Kroc laid down the
History and
                        foundation of the Company in 1954. Story goes that Ray Kroc mortgaged
introduction of
                        his home and invested his entire life savings to become the exclusive
McDonald’s:
                        distributor of a five-spindled milk shake maker called the Multimixer.
                        Hearing about the McDonald's hamburger stand in California running
                        eight Multimixers at a time, he packed up his car and headed West. Ray
                        Kroc pitched the idea of opening up several restaurants to the brothers
                        Dick and Mac McDonald (hence the name), convinced that he could sell
                        eight of his Multimixers to each and every one.




                        McDonald's today is one of the largest and the best known global food
                        service retailer with more than 30,000 restaurants in 121 countries
                        serving 47 million customers each day. McDonald‟s serves less than one
                        percent of the world‟s population. McDonald‟s outstanding brand
                        recognition, experienced management, high quality food, advanced
                        operational systems and unique global infrastructure ensure a position
                        that enables them to capitalize on global opportunities.




HRM – Project on Mc Donald‟s Pakistan ... Training & Development              4|P a ge
McDonald's            McDonald‟s is part of the Lakson group of companies, a leading business
Pakistan:             in Pakistan. McDonald‟s first restaurant has opened its door to the people
                      of Pakistan in September 1998 in Lahore. Karachi opened its first
                      restaurant after one week. There are now 18 restaurants in four major
                      cities of Pakistan: 7 in Karachi, I in Hyderabad, 9 in Lahore and 1 in
                      Faisalabad since the company first opened its doors to the people of
                      Pakistan.
                      This launch was met with unprecedented enthusiasm form the citizens of
                      Lahore who are known for their liveliness, vigor and penchant for quality
                      food. Today millions of Pakistanis place their trust in McDonald‟s to
                      provide them best quality food, quick service and value for money. World
                      famous French fries, Big Mac, Quarter Pounder, Chicken McNuggets are
                      not only kids' favorites but also lure in the customers of all ages.
                      McDonald‟s is firmly committed to give back to the community where it
                      operates. They are happy to become involved because they recognize
                      that organizations have a role to play in helping communities to work
                      successfully.




                      1. Be the best employer for people in each community around the world.
                      2. Deliver optional excellence to customers in each restaurant.
                      3. Achieve enduring profitable growth by expanding the brand and
                      leveraging the strengths of McDonald‟s system through innovation and
                      technology.




HRM – Project on Mc Donald‟s Pakistan ... Training & Development              5|P a ge
Mission
                    McDonald's mission is to be our customers' favorite place and way to eat
Statement:          with inspired people who delight each customer with unmatched quality,
                    service, cleanliness and value every time ... we invite you to be the part
                    of this winning team and give yourself an opportunity to grow with the
                    family of people striving to create smiles on the faces of millions of
                    people everyday


                    “Being the best means providing outstanding quality service and
VISION:             cleanliness so that the company makes every customer in every
                    restaurant happy.” To achieve this mission Macdonald's is focused on
                    three worldwide strategies:



Objective:          1 Be the best employer for the people in each community around the
                    world.

                    2. Deliver optional excellence to the customers in each of the
                    restaurants.

                    3. Achieve enduring profitable growth by expanding the brand and
                    leveraging the strengths of McDonald‟s system through innovation and
                    technology.



                      “To satisfy the internal customers because they are the window to the
                                                external customers.”


Structure:          McDonald's are structured along functional lines. Their Chief Executive
                    oversees five major areas of activity:


                        1. Operations (equipment and franchising)
                        2. Development (property and construction)
                        3. Finance (supply chain and new product development)
                        4. Marketing (sales marketing)
                        5. Human Resources (customer services, personnel, hygiene and
                             safety).




HRM – Project on Mc Donald‟s Pakistan ... Training & Development              6|P a ge
McDonald’s              The structural hierarchy of McDonalds Pakistan is as follows

Structure:


                             • Trainee Business Manager:
                             The trainee business manager should have the right skills and
                             qualities, in order to operate Mc Donald‟s.



                             • 2nd Assistant:
                              At this level the second assistant really begins to develop his/her
                             management skills and learns what goes into running a shift.



                             • 1st Assistant:
                             At this level the first assistant brings together operations and
                             management skills and gets grip with finance, human resource and
                             training.



                             • Restaurant Manager:
                             The restaurant manager has all responsibility for people,
                             profitability and every other aspect of running the restraint.



                             • Area Supervisor:
                             A team of restaurant managers looks to the area supervisor for
                             advice and guidance for everything from the recruitment of staff
                             to local marketing initiatives.



                             • Operations consultant:
                             As operations consultant is an experienced manager, he will be
                             involved in the long term planning for the restaurants.



                             • Operations manager:
                             Acting as a business consultant, the input of an operations
                             manager plays a major part in the performance of as many as 10
                             restaurants.




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HRM – Project on Mc Donald‟s Pakistan ... Training & Development   8|P a ge
The Team:              To realize the McDonald's service vision, we believe in strengthening our
                       team and ensure to deliver the right skills and knowledge to the right
                       person for getting the right job done. Our strength for making our strong
                       team players to shine under the Golden Arches lies in the People Practice
                       and Development Program, we focus to deliver.



McDonalds Image        Our overall image and local reputation as an employer is shaped daily by
as an Employer         many factors, including the benefits programs, compensation package,
                       fun working place coupled with numerous enthusiasm activities,
                       employee development programs, and our world renowned best people
                       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 worlds 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.




   HRM – Project on Mc Donald‟s Pakistan ... Training & Development             9|P a ge
McDonalds People       At McDonald's Pakistan, our people are our most important asset. We
Philosophy:            provide the best employment experience for our employees in order for
                       McDonaldss Pakistan to achieve our goal of providing our valued
                       customers with the worlds best quick-service restaurant experience. We
                       strive to recruit the best, hire the best, and provide the best place to
                       work.

                       Our commitment to our employees is shaped on the simple fact We
                       value you, your growth and your contributions and this is what we strive
                       to achieve through our actions every day. Five principles guide our
                       commitment.

                       Respect and Recognition: Every employee is consistently treated with
                       dignity and respect. All employees are valued and recognized for their
                       contribution to the organization.



                       Values and Leadership Behaviors: Every employee is a leader who
                       listens and communicates openly and honestly and every employee acts
                       in the interest of all other people who contribute to the success of the
                       business, including customers, owner, and suppliers.



                       Total Compensation: To recognize our people part in our business
                       success, our Pay and Rewards program follows a Pay-for-Performance
                       philosophy, the better results produced by employees, the greater pay
                       opportunities.



                       Learning, Development and Personal Growth: Employees has the
                       opportunity to advance in skill, contribution and career level through
                       high-quality training, coaching and feedback.

                       Resources to Get the Job Done: It is ensured that a comfortable place to
                       work with access to the materials, equipment and information has been
                       provided to do the job.




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To realize the McDonald's service vision, we believe in strengthening our team and
ensure to deliver the right skills and knowledge to the right person for getting the right
job done. Our strength for making our strong team players to shine under the Golden
Arches lies in the People Practice and Development Program, we focus to deliver.

Our overall image and local reputation as an employer is shaped daily by many factors,
including the benefits programs, compensation package, fun working place coupled with
numerous enthusiasm activities, employee development programs, and our world
renowned best people 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 worlds 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.




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                        HRM at Mc Donald‟s
Choose Your             Choose Your Career
Career
                        When you join the McDonalds team, youre working for the largest and
                        best-known global food service retailer. Youre joining a diverse team
                        of People who are on a solid career path that offers outstanding
                        training, fun working environment, excellent pay and benefits. Thats
                        true whether youre just starting out, returning to the workforce or
                        changing careers.

                        Our main focus is to guide you at every stage of your career, to let
                        you set your career goals by exploring new options and link your
                        career aspirations with a right job match.

                        You can choose to start your career from McDonalds Restaurants and
                        can get the opportunity to develop your skills in diversified areas
                        related to People, Business, Customer Service, Equipment Handling
                        and others. Restaurant job nature requires people who love to accept
                        challenges and exhibit their unmatched capabilities to fulfill these
                        challenges.

                        If you would like to pursue for any specialized field of business, then
                        your choice can be Finance, Marketing, Real Estate, Construction,
                        Equipment, HR, Supply Chain, Quality Assurance, IT, or Maintenance.
                        McDonalds Office jobs requires to have relevant knowledge and skills
                        set in the area you would like to pursue your career and the
                        opportunities around will make you a successful business Leader.
                        Since, we have only two offices, located at Karachi & Lahore. So the
                        choice for office jobs is limited for only these two cities.

                        Whichever career you choose your success depends upon how you
                        exhibit and reinforce your

                                Personality & Values
                                Personal Interests & Aspirations
                                Knowledge & Learning velocity
                                And your commitment

                        Your career at McDonalds is engraved with countless opportunities for
                        growth and development. Either you choose a position at McDonalds
                        Restaurant or in the Office; you will find exciting challenges, if
                        embraced by you with the right aptitude, will make you a valuable
                        part of the McFamily




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                 Restaurants Jobs

                 At McDonalds, a job is never just a job; employees know that working at McDonalds
                 provides them with a wealth of knowledge, experience, skills and above all a true
                 fun working environment. The experience and skills employees gain at McDonalds
                 Restaurant can take them places: from hourly crew to restaurant managementto
                 middle managementto careers beyond, in just about any field of work anywhere.

                 In the restaurant, theres a clearly defined career path, from Crew Member to Crew
                 Leader to Floor Manager to Assistant Manager to Restaurant Manager. And from
                 there onwards the opportunities for growth and development are limitless Area
                 Supervisors, Operations Consultant and beyond are just a few to mention from.


                 Office Jobs

                 Office jobs are an excellent match, provided you exhibit the right skill set
                 up to excel in the areas of your expertise. Depending upon your knowledge,
                 experience and right aptitude, there are 3 key entry points in the office
                 jobs setup. You can choose the area of expertise matching your
                 qualifications and the team of experts will help sharp your skills as a
                 strategic business leader.


                 Trainee Manager

                 Position Purpose

                 This is an entry level managerial position at McDonald's restaurant,
                 providing opportunity to start and excel your career with the core
                 business functions. Trainee manager's position will offer your self an
                 opportunity to develop within you a diversified professional, exposed to
                 independently handle various areas of professional excellence where
                 sales, people, product safety and security are the minimum areas to be
                 mentioned. The acquired knowledge and skills will enhance you to lead
                 your management team in minimum time period.

                 Profile

                 Qualification: Post Graduate Degree in any discipline
                 Experience: Fresh candidates with no prior experience
                 Age: 28 years maximum
                 Gender: Male or Female

                 Individual Competencies

                Effective communication skills able to work in a team environment
                Proactive to exhibit true managerial capability
                Career oriented with focus on continuous learning
                Flexibility to adapt to a diversified work culture
                Customer orientation with a positive attitude towards provision of quality
                 services

                 Customer Care Representative - CCR

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                 Position Purpose

                 This is an exciting career opportunity for the females, responsible to
                 independently organize birthday events & various activities at local store
                 level. You'll use your enthusiasm; energy and experience to host children's
                 parties, ensuring kids and parents alike have a great time. The
                 challenging fun activities of the job will gear up your commitment for
                 providing first class customer services.

                 Profile

                 Qualification: Graduate Degree in any discipline
                 Experience: Fresh candidates with no prior experience
                 Age: 24 years maximum
                 Gender: Females only

                 Individual Competencies

                Strong Customer Orientation with a positive attitude
                Vigilant and Creative individual
                Good communication skills with a pleasing personality



                 Crew Member

                 Position Purpose

                 Crew Members are the core team members always ready to serve the
                 customers on the floor with a shining smile unique with the services. This
                 job is offered either as a Delivery Rider or a Crew Member with a flexible
                 work schedule (Part or Full time) as per your availability. The fun &
                 enthusiasm prospect apart from extensive learning will make you a key
                 member of the team serving our customers.

                 Starting your job as McDonald's Crew is a great learning opportunity
                 because a sizeable percentage of our management today has started their
                 jobs as a Crew Member initially and the growth & development prospects
                 of the job has led their way to McDonald's Management.

                 Profile

                 Qualification: Intermediate
                 Experience: Fresh candidates with no prior experience
                 Age: 18-25 years
                 Gender: Male or Female




                 Office jobs

                 Initial Entry Level

                 Position Purpose

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                 This entry level is specifically for beginners to start the career in a
                 professional work culture, these positions will provide you with the
                 opportunity to develop your skills as successful business entrepreneur.
                 The fun working culture with the prospect to gain knowledge will make
                 you just right part of the right team of your choice. The extensive
                 training & development opportunity will differentiate you as winning
                 team member.

                 Competency Level

                 Education: Graduate or Post Graduate degree holders
                 Experience: No prior experience is required for this entry position
                 Age: 22 - 28 years maximum
                 Gender: Male or Female

                 Category Profile

                Strong focus towards learning and adapting to the corporate environment
                A real interest in how people drive business
                Positive work attitude with the ability to lead challenging roles &
                 responsibilities
                Exposing good confidence level for delivering responsibilities at
                 outstanding level
                Innovative approach for initiating change at different levels
                Strong communication skills to act as a liaison between stakeholders and
                 team leaders



                 Middle Entry Level

                 Position Purpose

                 As a middle entry level incumbent you will perform as a liaison with team
                 members to deliver the team objectives while ensuring the execution of
                 assigned tasks as per defined standards and procedures.

                 Competency Level

                 Education: Post Graduate degree holders with relevant area of
                 specialization
                 Experience: 3-5 years of experience in the relevant field
                 Age: 25 - 32 years maximum
                 Gender: Male or Female

                 Category Profile

                Strong interpersonal and leadership skills.
                Effective negotiation & problem solving skills
                The ability to see the big picture while delivering organizational goals
                Strong customer/stakeholders focus with an ability to share good values
                 and respect for others
                The strength and integrity to take tough decisions holding themselves
                 accountable

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                An interest in coaching and developing people



                 Higher Entry Level

                 Position Purpose

                 The higher entry level job incumbents are accountable for the execution
                 of assigned tactics and strategic plan. To assist and contribute to the
                 team performance aligned with business objectives. The provision of
                 leadership approach to work will enhance your sense of ownership and
                 part of the winning team member.

                 Competency Level

                 Education: Specialized degree in the relevant field with professional
                 certification
                 Experience: 5 years or beyond
                 Age: 30 - 35 years maximum
                 Gender: Male or Female

                 Category Profile

                Focused at maximizing business performance as well as team
                 effectiveness
                Research Oriented with an ability to lead change & innovation
                Focus at strategic decision making with results accountability
                Critical to achievements that add value to overall business
                Strong focus towards developing team leaders
                Advanced negotiation skills with focus on business objectives




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HRM in                  McDonald‟s is divided in to five regions in the world, which are further
McDonald’s:             divided into sub regions. As this organization is internationally owned,
                        so all its decision is taken from the head office, but they are somehow
                        changed to suit the different cultural backgrounds of the region.

                        As an organization is known by its well groomed and intelligent staff
                        at to support and maintain its best quality at every level, So McDonald
                        is also very careful when hiring for an employee. For that reason, its
                        HR department is very efficiently working to make sure the best is
                        hired.

                        Here 95%of the workforce is restaurant based while 5%of it is in the
                        official running of the organization.




                        McDonalds is a responsible company, who believes on EEO laws and is
                        an equal opportunity employer committed to a diverse work force.
                        McDonalds might be a global business but it is made up of individuals,
                        everyone of whom brings their own unique skills and qualities to the
Equal
                        team. There is no limit to how far you can progress here without
Employment
                        gender discrimination.
Opportunity Laws


                        As HR activities grow in scope and complexity, many duties, such as
                        recruitment and selection, performance appraisals, training,
                        discovering unassigned duties are delegating to the HR department.
Job Analysis:
                        But HR specialist does not know the details of job as well as operating
                        managers do. Knowledge about job and their requirement must be
                        collected through a process known as job analysis.




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Job Description         Position : Assistant Manager - Marketing
                        Vacancy Location: Lahore

                        Candidate Profile:
                        MBA / MBIT with specialization in Marketing must be willing to travel.
                        Must have 2-4 years of experience in the areas mentioned below
                        preferably from the retail industry.

                        Job description:
                        Identify priority restaurants, develop sales building plans and evaluate
                        results for priority restaurants, map business opportunities and
                        challenges for restaurant, event marketing, assist with the
                        development of mini-market marketing plans, provide input on
                        marketing needs from customer viewpoint, monitors the proper
                        execution and impact of all marketing activities.




Job Analysis in
                        As job analysis is the process to understand the responsibilities of the
McDonald‟s:
                        job and in McDonald‟s it is done in these different ways:

                        Questionnaire

                        Employees fill questionnaires in every 2nd month to know the
                        performance of the restaurant so that information about duties,
                        responsibilities and activities of a job can be gathered.

                        Observation

                        Observation is also a way to gather the information about a job and to
                        achieve different satisfaction levels.

                        Once the firm has determined its staffing needs, it takes every
                        possible step to hire the best employees so as to fill the available
The Hiring              positions.
Process:
                        The hiring process has two components:

                                 Recruitment.
                                 Selection



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Levels of Hiring:       At McDonald, Hiring is done at two levels:

                                Trainee Managers.
                                Crew Members.
                        The difference between both of these is that the training managers
                        are required to learn to smoothly manage the working of the outlet,
                        so they are trained accordingly.

                        Whereas the crewmembers have shifts for cleaning, counter service
                        and other restaurant jobs.




                        Recruitment is the process of generating a pool of qualified
                        candidates for a particular job. The firm announces the job‟s
                        availability to the market and attracts qualified candidates to apply.
Recruitment:



                        There are two types of recruitment. McDonald‟s corporation fills its
                        positions by.
Types of
                                Internal sources
Recruitment:
                                External sources


                        Internal sources

                        Filling open positions with current employees are often best source of
                        candidates. At Macdonald‟s job posting technique is used which means
                        it publicizes an open job to employees (often by literally posting it on
                        intranets and bulletin boards) and listing the job‟ attributes like
                        qualification, work schedule and pay rates




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                        External sources

                        Eternal sources used by McDonald‟s are




                        Advertisement in Newspapers


                        Advertisements are done in all the leading papers so that every
                        eligible candidate can apply for the job.




                        Advertisement on Web Site

                        Sometimes advertisement is also done on website so that the
                        opportunity can‟t be missed by anyone.

                        Internships

Selection:              Sometimes students get jobs while doing internship in McDonald.



                        At McDonald‟s, people are the most important factor. They seek only
                        those people, who can think, feel, express themselves, learn, teach
                        and hence grow. Their growth is the company‟s growth

                        Fresh People
                        McDonald‟s provides thorough In-house training to fresh people
                        relatively inexperience people. Hiring people having no previous work
                        experience also helps them greatly in adjusting to the distinct culture
                        of the organization.

                        Justified Selection
                        The selection is entirely based on merit, which conform the selection
                        criteria without any bias towards gender, religion, race, color,
                        nationality, age.




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Selection           After advertising for the job in the papers or in any other way when
Process:            applications are received, these steps are followed:

                    Screening of Applicants

                    After building a pool of candidate‟s applications, short listing of selective
                    applications is done by the HR manager.



                    Written Test
                    The reason for the written test is to assess that whether the recruits are
                    able enough to fulfill the general practical requirements of the job. The
                    HR department designs and conducts the tests as and when hiring needs
                    arises.

                    Initial Interview
                    The ONE to ONE structured interviews are conducted by Restaurant
                    Manager after the written test.

                    Aptitude Tests

                    These are those tests, which are done for the training managers.

                    Reference Checks
                    They are to make sure that references provided by the candidates are
                    valid so that no confusion remains.

                    Final Interview
                    Candidates who give the best results are called for the final interview. A
                    panel of five or six interviewers does interview.

                    Relocation

                    After final interview, it is decided which candidates to select for which
                    job to make sure who is the best so that the standard of McDonald‟s is
                    maintained.




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                        TRAINING AND DEVELOPMENT



                        Training and development activities are supplemented with more
                        traditional education and training courses by HR department,
                        universities and private trainers. As more companies expand their
Training in
                        international involvement, experience abroad will becomes an even
McDonald’s:
                        more important development activity. These are concerned with
                        assisting employees to develop up-to-date skills, knowledge and
                        abilities.

                        The employees in McDonald‟, are provided with training to achieve.

                         high standards in the organization.

                        The training period for a crewmember is three months and for others
                        it is one month or 10-15 days.

                        Training involves :

                        Direct Training
                        This is that training which is given directly after the selection so that
                        an employee can understand the position he will be working for and
                        its responsibilities.

                        For most of the cases, these trainees are Crew members and Floor
                        managers, and they are given direct training in the restaurants, there
                        is no specific need for simulation or off the job trainings for these
                        kind of work, new recruited employee are assigned tasks which they
                        conduct under the guidance of floor managers and restaurant
                        managers.




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                        Training Abroad
TRAINING AND
                        Different programs are arranged so that other qualified people can
DEVELOPMENT
                        train employees at different levels abroad so that they can
                        understand different standards and can improve their own
                        capabilities, these kind of trainings are given to the technical
                        employees, ie Kitchen Supervisors / Managers ,Mc Donald‟s

                        Selected employees are referred for training Abroad to other Mc
                        Donald‟s Faculties,

                        The different methods of Training used by McDonald‟s are :


                              Orientation

                        This is a way of direct training which provides new employees with
                        basic background information they need to perform their job
                        satisfactorily.
Methods of
                        New employees get a handbook:-
Training
                                 - Working hours
                                 - Performance reviews
                                 - Vacations
                                 - Employee benefits
                                 - Personnel policies
                                 - Safety measures and regulations

                        The orientation is performed by the HRD Manager and the employees
                        are introduced to their supervisors. There is a different orientation
                        process for every type of employee. But the common orientation for
                        all the employees is McDonald's People Promise:

                                  “We value you, your growth and your contributions.”

                                On-the-Job Training
                        On-the-job training is to train a person to learn a job by actually doing
                        it. Every day, around the world; restaurant members receive on-the-
                        job training and coaching in skills and procedures essential to their
                        work.




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TRAINING AND        Classroom Training
DEVELOPMENT
                    Classroom courses, developed and led by training experts, prepare
                    outstanding restaurant employees for advancement
                    These Trainings are for Technical jobs, ie Counter Handling and Kitchen/
                    Production Machinery Control.



                           Computer-Based Training:
                         A new computer-based training system is bringing interactive learning
Levels         of
                         experiences to crew members and managers right in the restaurants.
Training:

                        There are two levels of training at McDonald‟s:


                           Crew Member’s Training:
                        At McDonald's, training never stops. Crew members are trained
                        extensively on all food safety and food handling processes. Trainees
                        work while they learn the operational skills necessary for running each
                        of the 25 positions in restaurant - from front counter to the grill area.


                           Manager’s Training:
                        McDonald's is dedicated to professional training and development. The
                        average McDonald's restaurant manager spends more than 2,000 hours
                        over four years in training of one kind or another. This is about the
                        same amount of time that a typical four-year college student spends
                        in the classroom.


Specific                   Floor Management Course (FMC):

Training                The FMC is geared towards improving the trainee's ability to deliver

Courses                 Quality service and Help in Customer satisfaction as a Floor Manager.


                           Management Development Program (MDP):
                        The MDP series is designed to help you become the most effective
                        manager that you can be.




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TRAINING AND                  Operations Consultant Course (OCC)
DEVELOPMENT                   Training Consultant Course (TCC)




                      It is a process by which the performance of an employee is evaluated.
Performance           McDonald‟s conducts performance review semi-annually. Some
Management:           standards are made and defined according to which the employees
                      have to perform. Then after 6 months all the employees are
                      evaluated that whether they come up to our standards or not. An OJE
                      (on- job- evaluation) is performed in order to evaluate the
                      employees. If an employee does not perform well then feedback is
                      provided to them so they can improve.



                      The appraisal process in McDonald‟s includes PA forms for every
                      particular job which involves:
                          -    International McDonald„s standards.
                          -    Assessing the employees‟ actual performance relative to
                               these standards.
                       Providing feedback to the employees.


Levels of             There are four levels to evaluate the performance of employees:
Performance
Evaluation:
                              Out Standing
                              Excellent
                              Good
                              Need Improvement
                      After giving the total grade to the employee the appraiser writes
                      down about the strength and the areas needing improvement of the
                      employee.




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Performance             Performance-based pay approach that is designed to increase output,
Appraisal/              based on the performance of individuals or groups. Incentives in
Incentives              McDonald‟s are given to employees on basis of performance.




                          1. Cash Based
                          2. Non Cash Based

Types of
Appraisals/
                        Cash Based Incentives
Incentives
                                             •    Attendance Allowance
                                             •     Annual Allowance
                                             •     Medical Allowance
                                             •     Hard Soft Furnishing [HSF]:
                                                  Once in every year certain categories of
                                                  employees can furnish their houses with the
                                                  carpet, furniture, curtains etc at the
                                                  McDonald‟s expense.
                                             •     Leave Fair Assistance [LFA]:
                                                  Once in two year managerial level employees
                                                  are allowed to choose any area for tourism in
                                                  Pakistan with family for 10 days.



                        Non Cash Based Incentives

                                             •    Crew of the Year
                                             •     Crew of the Month
                                             •     Branch of the Year
                                             •     Access to gift certificates
                                             •     Merchandise
                                             •     Free food




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Benefits              When employee joins the McDonald's management team, he will
                      receive the following:

                      Profit Sharing:
                      Fully funded by McDonald's. Share in the profits of the most successful

                      quick service restaurant in the world.

                      Vacation:
                      Increased vacation time per years of service.

                      Leaves:
                      McDonald's employees can also apply and obtain a leave of up to two
                      months for personal reasons or to study for examinations or school
                      projects.

                      Company Car:
                      Restaurant managers are eligible for a company vehicle after only
                      three years of service.

                      Educational Assistance:
                      McDonald's offers an educational assistance program for its
                      employees.

                      Social Activities:
                      Enjoy a variety of activities with his team which could include an
                      annual Convention, summer picnic or outing, Eid Party etc.

                      Uniform:
                      All the employees accept those working in the offices are given
                      uniforms.

                      Flexible hours:
                      The restaurant opens for business 18 hours a day and that means work
                      at McDonald's can fit into anyone's schedule. Schoolwork, family or
                      personal activities can be scheduled around working hours.




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CONCLUSION              The operative philosophy of the McDonald's system is based on the
                        Quality, Service, Cleaning and Value for 44 years. The company offers a
                        standard menu, although it develops in each culture special products
                        that are adjusted to the pleasure of the community. McDonald's is
                        successful because it has a system of corporate norms and individual
                        opportunities, to all the Franchises they are integrated in the same
                        philosophy of values and clear expectations. McDonald's guides all the
                        actions according :


                                to organizational values as working in team,
                                to feel passion for the work always offering the best of
                                 themselves,
                                to be committed with the partners and with the mission of the
                                 company,
                                to be entire in each one of the actions, to be leaders.




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OUR SUGGESTIONS ABOUT

IMPORVING TRAINING AND DEVELOPMENT OF Mc Donald‟s
Current System


No doubt McDonald's current raining and development system is excellent in nature, but
still there are always rooms for improvement


       McDonald's must start its own proper Training and development Institute in Pakistan,
        besides sending few selected candidate for Off shore / Training Abroad, Majority of the
        candidates should be sent there for the Training , so that maximum numbers of
        Employees can have benefits and on the whole this will safe tremendous cost on training
        the Employees.


       The Computer based training of the POS Terminals, (point of sale terminals) should be as
        much as possible should be given in the Class room, ie Giving POS training on the Job,
        creates inconvenience for the both Customers and Management,


       A training period of 3 Months for a Crew Member, is more then enough, the ideal time for
        the training period should be about a month with additional 2 months for the
        Performance evaluation


       McDonald's must start its services for customers as well as product.


       Job enlargement and job enrichment should be applied for retention of
        employees.


       There should be more than one feedback session for improvement of
        performance of employees.


       Recruitment must be conducted for higher posts also to select more skilled
        persons.


       There should be proper and flexible arrangements for training of managerial
        level employees.


       Job enlargement and job enrichment should be applied for retention of
        employees.


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       Operations Consultant Course, should be offered more often, by doing this there
        will be a huge opportunity of training the currently employed Floor Managers,
        and Crew Managers on frequent based rather than Annually, by doing this Mc
        Donald‟s will have a Huge amount of Managerial Employee Pool


       McDonald‟s should conducts performance review semi-annually. Some standards
        are made and defined according to which the employees have to perform. Then
        after 6 months all the employees are evaluated that whether they come up to
        our standards or not


       An OJE (on- job- evaluation) should be performed Once after 3 month, in order
        to evaluate the employees. Rather then semi Annually, and if an employee does
        not perform well then feedback is provided to them so they can improve


       McDonald's is dedicated to professional training and development. The average
        McDonald's restaurant manager spends more than 2,000 hours over four years in
        training of one kind or another, this is a very lengthy time for training a manager
        in a one or two specific fields,
        rather managers should be given training for about not more than 1 year in a
        single discipline, and this way managers will be able to Develop their expertise
        in 3~4 Disciplines in the same time period.




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QUESTIONS WE ASK ?


       What are the specific strategies used by the organization?
       What is the role of HR department in McDonald‟s Pakistan?
       Is there any provision of specific laws in McDonald‟s?
       How is job analysis done in organization?
       From where you recruit your employees?
       What are the internal sources of recruitment here?
       What is the specific selection process in McDonald‟s?
       Do the candidates have any significant idea of the selection process?
       Do you recruit through any agency?
       On which media you generally advertise?
       Do you recruit on internet?
       Do you follow merit policy or some reference?
       Do you recruit according to seasons?
       Do you have any orientation program?
       When the training need is felt here?
       What is the different training methods adopted in McDonald‟s?
       Are there any specific training courses also offered?
       How the performance of an employee is evaluated?
       What is the appraisal levels adopted?
       Is the company satisfied with the work of employees?
       How many workers working in your organizations?
       Do you give any break to your employees during working time?
       Is smoking prohibited or allowed in your organization?
       Have you equal opportunity to manager and clerical staff?
       What is your policy for employees vacations and leaves?
       Do you have any morality program in your organization?
       Is there reward for the person, who do something for organization?




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