2. Human Resource Management
Introduction
• McDonald’s is the largest and best known global
food service retailer with more than 30,000
restaurants in 121 countries, and best known
global food service.
• 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.
3. Human Resource Management
Vision
“The world’s best quick service restaurant experience.”
World Wide Strategies
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.
To achieve their vision they are focused on three world
wide strategies:
4. Human Resource Management
Welcome to
McDonald's Pakistan
• McDonald’s Pakistan is part of the Lakson
Group of Companies, a leading business
house in Pakistan.
• McDonald’s first restaurant opened its
doors to the people of Pakistan in
September 1998 in Lahore. This launch
was met with great enthusiasm from the
citizens of Lahore, who are known for their
liveliness, vigor and desire for quality food.
• Karachi opened its first restaurant a week
after Lahore.
5. Human Resource Management
• There are now 21 restaurants in four major cities
of Pakistan ( 9 in Karachi, 1 in Hyderabad, 8 in
Lahore ,1 in Faisalabad,1 in Islamabad and 1 in
rawl).
• 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.
Welcome to
McDonald's Pakistan
6. Human Resource Management
GM
Real Estate
DOCEO
Country
HR
Manager
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Finance
Country
Production
Manager
GM
Operations
GM
Equipment
GM
Marketing
Training
Consultant
HR M
Karachi
HR M
Lahore
HR
Coordinator
HR
Coordinator
Op.
Manager
Op.
Manager
1st
Asst
2nd
Asst
2nd
Asst
FM
FM
FM
FM
Op.
Consultant
Op.
Consultant
Res.
Manager
Training
Coordinator
Asst.
HR M
7. Human Resource Management
Human Resource
Country HR Manager says:
“HR means keeping a balance between
employer & employees because it is our
strong belief that it is people, not
machines, which make the difference.”
Objective
“To satisfy the internal customers
because they are the window to the
external customers.”
8. Human Resource Management
HR Department
Activities
• Recruitment and Selection
• Training and Development
• Performance Appraisal
• Employee Benefits
• Incentives
• Medical Cover
• Welfare amenities
• Health & Safety
9. Human Resource Management
Designing of Job
Mission Statement:
"Don't worry about making money
Love what you're doing and always put the
customer first...
And success will be yours!"
Country HR Manger says:
“We actually blended the business needs
of our local business with the
international guidelines, then create the
job and accountability profile and define
the scope of the work and
responsibilities.”
10. Human Resource Management
Job profile of a
Restaurant Manager
• A Restaurant Manager is responsible for
running an independent restaurant.
• Training, motivating and leading a team
of 50-100 employees.
• Independently managing the
restaurant's operations in terms of sales,
profitability and community relations.
• Delivering 100% Total Customer
Satisfaction to every customer - every
time.
11. Human Resource Management
Recruitment &
Selection
Mission Statement:
“Some people wait for the future. Some
push it along. We don't have waiters.”
Core Values
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.
12. Human Resource Management
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
conforms the selection criteria without any bias
towards gender, religion, race, color, nationality,
age.
Core Values
13. Human Resource Management
Role of HR
Department
• Develop guidelines and procedures.
• Provide recruiting services and staff
support.
• Council Restaurant Manager to make final
employments decision.
• Provide basic training to newly hired
employees.
16. Human Resource Management
• Advertisements in Print Media
• Advertisements on website
• Internship Programs
• Walk-ins
Sources in External
Recruitment
McDonald’s advertise depending on the
vacancies as the need arises.
17. Human Resource Management
Selection Procedure
1. Screening of Applicants
After building a pool of candidate’s applications,
short listing of selective applications is done by
the HR manager.
2. W-I-S
This is the 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 HRD department designs and conducts the
tests as and when hiring needs arises.
3. Initial Interview
The ONE to ONE interviews conducted by
Restaurant Manager.
18. Human Resource Management
Selection Procedure
4. Reference Checks
They look at the references that have been
provided by the candidate, they check if the
references are valid or not.
5. Final Interview
Candidates who have passed their TEST are
called for the final interview. Interview is done by a
panel of five or six interviewers.
19. Human Resource Management
Mission Statement:
“Values that last a lifetime”
Orientation
• Provides new employees with basic background
information they need to perform their job
satisfactorily.
• New employees get a handbook:-
- 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.
21. Human Resource Management
Training &
Development
Mission Statement:
"Learn while you earn"
According to training coordinator
Mr. Khalid:
“Training is an important part for our
employee’s McDonald’s work experience and
starts as soon as he joins the McDonald’s team.
Crew Trainers, Managers and other employees
will work shoulder to shoulder with him”
22. Human Resource Management
Types of Training
1) On the Job Training:
Every day, around the world, restaurant
members receive on-the-job training and
coaching in skills and procedures
essential to their work.
2) Classroom Training:
Classroom courses, developed and led by
training experts, prepare outstanding
restaurant employees for advancement.
23. Human Resource Management
Types of Training
3) Computer-Based Training:
A new computer-based training system is
bringing interactive learning experiences
to crew members and managers right in
the restaurants.
24. Human Resource Management
Levels of Training
1) Crew Member’s Training:
. Crew members are trained extensively
on all food safetAt McDonald's,
training never. Trainees work while
they learn the operational skills
necessastopsy and food handling
processesry for running each of the
25 positions in restaurant - from front
counter to the grill area.
25. Human Resource Management
2) 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.
Levels of Training
26. Human Resource Management
Conclusion about
the Training
"." Part of training focus ensures that every one
of our employees, from regional managers to
crew members, understands Ray Kroc's
prescription of Q, S, C and V - quality, service,
cleanliness and value," says Mr. Khalid, "That's
what brings people into our restaurants day-in
and day-out. Our training also shows them how
to serve one burger to one person at a time,
thousands of times a day
27. Human Resource Management
Specific Training
Courses
1. Floor Management Course (FMC)
2. Management Development Program
(MDP)
3. Operations Consultant Course (OCC)
4. Training Consultant Course (TCC)
28. Human Resource Management
Performance
Appraisal
Mission Statement:
"None of us is as good as all of us."
According to Country HR Manager:
“To embed our values, we give our
people 360-degree evaluation, with
inputs from superiors, peers, and
subordinates. These are the roughest
evaluation we get, because people hear
things about themselves they’ve never
heard before.”
29. Human Resource Management
Performance Review is a formal process
in McDonald’s twice a year where each
employee is evaluated in order to
determine how he or she is performing.
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.
Performance
Appraisal Process
30. Human Resource Management
Out Standing
Excellent
Good
Need Improvement
Levels of
Performance Appraisal
After giving the total grade to the employee the
appraiser writes down about the strength and
the areas needing improvement of the
employee.
31. Human Resource Management
Incentives
Mission Statement:
“The best results come when you
combine profit sharing with greater
worker involvement and give employees
information about the Company’s
financial performance.”
1. Cash Based
2. Non Cash Based
Types of Incentives
32. Human Resource Management
Cash Based
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.
33. Human Resource Management
• Crew of the Year
• Crew of the Month
• Branch of the Year
• Access to gift certificates
• Merchandise
• Free food
Non Cash Based
Incentives
34. Human Resource Management
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.
Mission Statement:
“We know we can’t afford everything for every one
but neither do we deny to any one.”
35. Human Resource Management
Benefits
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.
36. Human Resource Management
Benefits
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.
37. Human Resource Management
Workplace Safety
“McDonald's restaurants have workplace
safety programs in place to ensure that
McDonald's high safety standards and
procedures are clearly communicated
and reinforced day-to-day. As an
important member of McDonald's team,
Employee will be taught to identify and
report any potential hazards and
encouraged to suggest ways that health
and safety can be continually improved.”
38. Human Resource Management
Special Precautions
• Use gloves
• Apron
• Hand Cleansing Gel (HCG):
After every 30 minutes, there is a call from the floor
Manager to all the employees on the floor to apply HCG on
their hands to kill the bacteria.
• Hand Washing:
After every 1 hour, there is call from the floor manager to
all employees on the floor to wash their hands.
• Tender Loving Care (TLC)
• Fire prevention program
40. Human Resource Management
Country HR Manager
Mian Tahir Javed’s
Message
“People are hired on the basis of their
personality traits (i.e. education, family,
social class, style, experience, etc), but
are fired due to character traits (i.e.
dishonest, cheater, untruthful, corrupt,
etc.)”
41. • No doubt McDonald's is a huge giant size
organization but it also has some
weaknesses.
• Provision for part time employees.
• One Female manager must be in every
branch.
• McDonald's must start its services
for customers as well as product.
• Recruitment must be conducted for
higher posts.
Human Resource Management
SUGGESTION AND
RECOMENDATION
42. • Selection process should be clear as transparent.
• 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.
• There should be more than one feed
back session for improvement of
performance of employees.
Human Resource Management
SUGGESTION AND
RECOMENDATION
43. Human Resource Management
McDonald’s on Web
McDonald’s International
http://www.mcdonalds.com
McDonald’s Pakistan
http://www.mcdonalds.com.pk
BIBLIOGRAPHY
45. • Interview
• Questionnaire
• Observation
• Portals of Company
• Catalogs
• Annual Report
Human Resource Management
Data Collection Methods
46. Human Resource Management
Interview Questions
How many workers working in your organizations?
What is the current situation of your organizations?
From where you recruit your employees?
What is your recruitment process?
On which media you generally advertise?
Do you recruit through any agency?
Do you recruit on internet?
Do you recruit according to seasons?
Do you use new technologies to predict
personnel requirement?
47. • Do you follow merit policy or some reference?
• What are your communication systems?
• Do you give any break to your employees
during working time?
• Is smoking prohibited or allowed in your
organization?
• Have you equal opportunity to managers
and clerical staff?
• What is your policy for employees
vacations and leaves?
• Do you have any orientation program?
Human Resource Management
Interview Questions
48. • What is your training process?
• How do you predict personnel requirement?
• Do you have any morality program in your
organization?
• Do you give any diploma to employees
who complete their trainings?
• How you access that current employee
need training?
• Is there reward for the person, who do
something for organization?
Human Resource Management
Interview Questions
