For education purpose

1. McDonald’s
Training and Development

2. Introduction
 McDonald’s is a leading global foodservice
retailer with more than 30,000 local restaurants
serving nearly 50 million people in more than
119 countries each day.
 It is the world’s largest restaurants chain with
Outlets in every continent and in almost every
Country.
 McDonald’s serves the world some of its favorite
Food – French Fries, Big Mac , Quarter Pounder,
Chicken McNuggets and Egg McMuffin.

3.  The first McDonald’s restaurants opened by
Ray Kroc was the Des Plaines restaurant at
Illinois, USA in 1955.
 McDonald’s went in public in 1965 and holds
a leading share in the globally branded
quick service restaurant segment in every
country in which it has presence.
 As a 50 year old company, McDonald’s
today is one of the two-most well-known,
powerful and valuable brands in the world,
the other being coca cola

4. 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 relevant
training programs for
different positions.

5. Question:1
What do you think McDonald’s
training initiatives are aligned
with business strategy? Explain
the reasons for it. Why is it
important to establish business
strategy-training linkage?

6. Yes, the objectives of training initiatives taken by
McDonald’s are aligned with business strategies.
From the organizational perspective, this
represents a successful and on-going initiative.
Most importantly, the results can be seen in
feeding through to levels of customer
satisfaction. This is essential for a corporate goal
of creating value around the employees, a
measurable value and a sense of competitive
differentiation, or as McDonalds says, ‘unlocking
the power of our people’. HR functions have
always served as a supporting tool to the
strategic levels. The design and implementation
of the strategic option chosen by the company
depends fundamentally on the human factor.

7. Importance of business
strategy-training linkage
 Training helps the Firm’s Readiness Preparation
for New Opportunities and Threats
 Training Impacts the Firm’s Productivity and
Efficiency
 Training Helps Firms Differentiate Themselves
in the Marketplace
 Training helps the Firm to innovate new things
 The Integration of Training in the Firm’s
Business Strategies Increases the
 Impact of Training on the Firm’s
Competitiveness

8. Question:2
Examine Ray Kroc’s training
philosophy. How has McDonald’s
gained from this philosophy?

9. The company’s attitude to training and
development today can be traced straight back to
Kroc’s philosophies and beliefs about learning and
work.
Kroc’s focused mainly on quality
standards, services, cleanliness and value. In this
course he avoided recruiting people who wanted to
do it their way, the way that they had learned
through their formal training in catering. Instead,
he saw a different mix of dedication,
entrepreneurship and wider skills in service and
quality as the right type of skill mix. He freely
admitted to “putting the burger in the
assembly line”, a process where traditional
catering and restaurant were obsolete. His “Try
anything” philosophy delivered McDonald’s as a
national brand.

10. The current training methods and strategies
that the McDonald’s follow now is a better
reflection of Kroc’s philosophy. All the
development plan at McDonald’s stem from the
same essential principles that Kroc’s introduced
in 1950s, i.e., quality, service, and cleanliness.
Kroc’s philosophies helped McDonald’s in
achieving better employee and customer
satisfaction and drastically reduced staff
turnover rate.

11. Question:3
How Relevant is training and
development for a company like
McDonald’s which is seen as
“Deskilled”?

12. Training and development provides :
 Employee Development (Job Fit).
 Maintaining Better Connection with
Diverse Customer Base.
 Enhancing personal and professional
effectiveness.
 Building skills for management in inclusive
and diverse workforce.
 Improves employees satisfaction level.

13. Question:4
Discuss the training and management
development process at McDonald's
with respect to its design, purpose,
methods and content. What org
cultural goals does it help McDonald’s
achieve? Evaluate McDonald’s T&D
process based on your understanding
of the process of training.

14. Design: Orientation and
Induction:
 Welcome Meetings
 Structured Development Programme
 Floor-based or on-the-job training as people learn
more while practicing.
 Classroom –based training sessions where they
complete workbooks for quality, service and
cleanliness.
 The employees are rated after three months on
their performance and they are either retained or
have their employment terminated.

15. Training and Management
Development:
 After the induction program the employees go
through an individual training program.
 There is no set time limit for these on -the – job
training plans.
 The tightly controlled process is called the ‘one
best way’. It covers all areas of business, from
meeting and greeting, to food preparation, to
cleaning the floor.
 To reduce monotony in the process, crew
members are rotated through a number
of different roles.
 Training is delivered and assessed through a
variety of methods such as ‘shoulder to shoulder’,
‘classroom programs’ and ‘e-learning modules’.

16. Purpose:
 The purpose of training was to insist
control and maintain high standards of
Quality, Service, Cleanliness and Value

17. Method:
 on the job training,
 classroom- based training sessions,
 e-learning modules
 Job Rotations

18. Content:
Courses for management development include:
 Employee relations training
 Time management
 Staff retention and discipline
 Personal leadership and effective coaching
 Employee communications
 Learning to manage shifts
 Community image
 Managing staff development
 Optimizing restaurant food cost
 Accounting and Financial procedures

19. Org. Goals:
Provide 100% Customer Satisfaction
through Quality, Service, Cleanliness
and Value.

20. Evaluation
 It has been observed that the restaurant
where the manager takes a hands-on
approach to training, the performance is
good.
 Effective and regular training also brings
benefits like employee satisfaction which
in turn enhances customer ratings, and
lower staff turnover

21. Question:5
What criteria are used to
evaluate training effectiveness at
McDonald’s?

22.  OCL (Observation Checklist)
 Training Grades
 Employee Satisfaction
 Proportion of Fully Trained Staff
 Customer Satisfaction
 Improvement in customer services

23. Thank you