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 programme 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.
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
programme 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 each of the 11 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. 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. 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. The time scale for this depends on their status
i.e. full or part-time. They will also attend classroom-based training sessions
where they will complete workbooks for quality, service and cleanliness.
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. The restaurants do
promote crew members to hourly-paid management positions that carry
accountability for areas within the restaurant, or responsibility for a shift.
Training and development is given in the restaurant and in addition the
participants will attend regular development days. On successful completion of
a management entrance exam, employees will attend a training course held by the
training department at the regional office before returning to the restaurant
in a management position.
MANAGEMENT DEVELOPMENT
The
McDonald's Management Development Curriculum takes new recruits from trainee
manager to Restaurant Manager. This consists of on-the-job training and opens learning
development modules, supported by courses and seminars at the Company's
National and Regional Training Centre. The Management Development Curriculum is
aimed at persons aged 21 or over, either graduates or individuals with some
previous management experience. It offers a direct route into restaurant
management, through an intensive structured training programme. The Management
Development Curriculum is divided into four key programmes:
·
Shift
Management - developing trainee managers
in the skills and techniques required to become effective in all aspects of
running a shift.
·
Systems
Management - targeting second assistant
and newly promoted first assistant managers. This programme covers all areas of
McDonald's systems, increasing the manager's business knowledge. It also
develops individual techniques.
·
Restaurant
Leadership - introducing managers to the
key skills needed to become effective restaurant leader e.g. team-building,
communication, and decision-making.
·
Business
Leadership - focusing restaurant/general
managers on the need to develop a business strategy that encompasses both
internal and external factors.
Most
departments in the regional offices offer restaurant managers opportunities to
be seconded to work in the regional office. This gives an experienced manager
the opportunity to develop and learn new skills, to see a different side of the
business and to experience how each department's strategies have a role in
achieving the company's goals.