INTRODUCTION

“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.”

McDonald’s Mission Statement:

McDonald's mission is to be our customers' favorite place and way to eat 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.

McDonald’s In Pakistan:
McDonald's Pakistan opened its doors in September 1998 at Lahore and presently
operating in six major cities with a network of 20 restaurants. With a strong belief in the
Ray Krock phrase when you are green you are growing, McDonald's Pakistan has an
aggressive plan to expand in all other cities of Pakistan and is rapidly growing with the
focus to provide friendly and quick service restaurant experience to our customers.

McDonald's Pakistan is a part of the Lakson Group of Companies, with a Head Office in
Karachi and a regional office at Lahore. Lakson Group also owned, Lakson Tobacco Co.
Colgate Pakistan Ltd, Century Insurance Ltd. Express Newspaper, Cyber Net and various
others businesses.

McDonald’s Service Vision:

“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.”

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McDonald’s Image as an Employer:
McDonald’s overall image and local reputation as an employer is shaped daily by many
factors, including the benefits programs, compensation packages, fun working place
coupled with numerous enthusiasm activities, employee development programs, and its
world renowned best 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 world’s 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.”
As is said by the founder of McDonald’s;

'Take good care of those who work for you and you will float to greatness on
their achievements'

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 McDonald’s ORGANOGRAM:

Restaurant Jobs:
In the restaurant, there is a clearly defined career path, from Crew Member to Crew
Leader to Floor Manager to Assistant Manager to Restaurant Manager.

Restaurant
Manager

1st Assistant
Manager

2nd
Assistant
Manager

Floor Manager

2nd
Assistant
Manager

Star
Crew Team

Crew Member
Crew Member Delivery Crew

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 McDonald’s ORGANOGRAM:

Office Jobs:

Head of
department

Senior Manager Senior Manager

Manager Manager Manager Manager

Assistant Assistant
Manager Manager

Executive Executive

Coordinator Coordinator

TRAINING AND DEVELOPMENT DEPARTMENT:

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McDonald's success is built on the highest standards of quality, service and cleanliness
delivered to customers in each of its restaurants. Well-trained crew and managers are the
first step to achieving these standards. It is company policy to provide career
opportunities that allow employees to develop their full potential. This includes a
comprehensive training program for crew and operations management and career
progression that enable a 'first job' employee to progress through to a senior management
position through merit-based promotions.

Head of training
department

Senior Manager Senior Manager

Training Training

Manager Manager Manager Manager

Assistant Assistant
Manager Manager

Executive Executive

Coordinator Coordinator

TRAINING DESIGN PROCESS

1. Training Need Assessment (TNA):

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Training need assessment is a fundamental part of Training Design Process at
McDonald’s. It’s been done on different levels. We’ll try to theorize some of them:

1.1 Organizational Analysis:

McDonalds Corporation Pakistan places a great emphasis on the training and
development of its employees. It calls its training and development processes as a
competitive advantage. That is why they were some what reluctant to provide detailed
information about their training and development practices. The importance of
training and development at McDonalds is reflected by their organizational Design
where by they are having a separate training and development department.
A combination of in-house and outhouse trainers is used. But in-house trainers are
usually preferred.

1.2 Person Analysis:

Employees are usually given rigorous training immediately when they are hired.
Every one whether he/she is belonging to managerial posts or restaurant staff they
have to go through training. They also provide customized training to their employees
whenever need arises.

1.3 Task Analysis:

As far as task analysis is concerned, yes they do it but they didn’t tell us the
procedure.

2. Welcome Meetings:
The first stage of training is at the Welcome Meetings. These set out the company's
standards and expectations. This is followed by a structured development program that
provides training in all areas of business. Crew trainers work shoulder-to-shoulder with
trainees while they learn the operations skills necessary for running workstations in each
restaurant, from the front counter to the grill area. All employees learn to operate state-of-
the-art foodservice equipment, gaining knowledge of McDonald's operational procedures.
TRAINING DESIGN PROCESS
3. On-going Training:

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After the initial training period all employees receive ongoing training. This is done using
"Observation Checklists" for the station they are working at. The rating will go towards
their appraisal grading.

4. Transfer of Training:
McDonalds training program aims at near transfer of learned skills to employees. For
example Crew at restaurant is given training on how to cook burgers. Thereby they are
trained to use the machinery, to cook the burger patties at a fixed temperature, in a given
time period. This is exactly what they are required to at their jobs.
McDonalds has a culture of change and innovation. Peer and managerial support is vital
for their survival, so the application of newly learned skills is appreciated by both of their
managers and peers.

5. Training Evaluation:
McDonalds believe that here is no use of training if it is not evaluated. They consider
customer satisfaction as being the best measure to assess the significance of training.

6. Training Methodology:
6.1 On-the-Job Training:
The majority of training is floor based, or "on-the-job" training because people learn
more and are more likely to retain information if they are able to practice as they
learn. All new employees have an initial training period of three months. Here they
are shown the basics and allowed to develop their skills to a level where they are
competent in each area within the restaurant.
6.2 Classroom Based Training:
They will also attend classroom-based training sessions where they will complete
workbooks for quality, service and cleanliness. On our visit to McDonald’s we found
a training room named “Apple Pie”.

EMPLOYEE DEVELOPMENT

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7. Employee Development:
McDonald’s is having sound plans for the development of its employees. Managers are
occasionally enrolled in seminars held at LUMS and trainers from PAK-AIMS come to
guide them to their career paths. McDonald’s management pays for the expenses to enroll
their employees in seminars sometimes costing them 30,000-40,000 per employee. But
this is usually done for higher level managerial jobs.
As far as job experience is concerned employees are transferred in different zones, for
instance from Karachi to Lahore to Islamabad. Promotions are done entirely on the merit
basis.

CONCLUSION

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McDonald's believes that the success of the restaurants and the company is achieved
through the people it employs. The company aims to recruit the best people, to retain
them by offering ongoing training relevant to their position and to promote them when
they are ready. Its training and development policies, procedures and practices reflect the
company's determination to fulfill its aim.