Group report analyse orientation and training program of mcdonald’s

GROUP REPORT Analyse orientation and training program of McDonald’s Group 1 Members: Phạm Hoàng Khánh Linh, Nguyễn Minh Châu, Nguyễn Phương Thảo, Nguyễn Hồng Vân, Trịnh Phương Thảo, Nguy

GROUP REPORT

Analyse orientation and training program of McDonald’s

Group 1

Members: Phạm Hoàng Khánh Linh, Nguyễn Minh Châu, Nguyễn

Phương Thảo, Nguyễn Hồng Vân, Trịnh Phương Thảo, Nguyễn Thị NgọcMai

Major: Human resource management

Intake: 63

Class: Quality Management and Innovation - EMQI

TABLE CONTENT

I Company overview

1 Company profile

2 Company background

3 Service and product

4 Human resource strategy

II The importance of orientation and training

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B ORIENTATION AND TRAINING PROGRAM

Hanoi, Ho Chi Minh, Binh Duong, Khanh Hoa, Nha Trang and they are about to openmore branches in Hai Phong.

Vision: Provide customers with unique experiences only available at our McDonald's

McDonald's is not only well-known in the US but also popular in other countries aroundthe world such as France, Korea and including Vietnam McDonald's has extraordinarilyrich human resources, sometimes up to 1.5 million people

3 Service and product

Delivery service: McDonald's has launched a McDelivery service application that is

always available to customers 24 hours a day, this application is available on mobile

Main menu: Hamburger (Big Mac, Double Cheese), fried chicken, rice (with beef, pork,

chicken), baby food (Happy Meals), ect

Breakfast: Muffins, desserts (ice cream, apple pie) and snacks.

Beverages: hot drinks, iced drinks, ice blended and milkshake.

4 Human resource strategy

As the global McDonald's was developed and aligned with a common concept so that allfacilities have the same quality, the company's strategy revolves around the need tosupply the best customer experience This strategy revolves around the 5Ps (price,product, place, people, and promotion) McDonald believes they can continuouslyimprove the customer experience The company's human resource strategy includeshuman resource preparation, selection, training, performance, compensation, andemployee retention

McDonald's has developed an effective employment plan as part of its strategic goal touse employees as its primary source for ensuring consumer satisfaction by improvingtheir experience McDonald's has established an effective job planning approach as part

of its strategic goal to leverage workers as the key source to assure customer happiness

by improving their experience The company aims to implement appropriate recruitingplans by employing the proper crew members in terms of quantity and expertise Thisstrategy helps to guarantee that the company has enough employees to provide not justits products and services, but also its value to its customers

complete the task as effectively as possible:

Marketing Department: responsible for building the brand's image through

promotional activities, participating in social activities, and proposing new projects.The sales department is the direct link between the company's products and services andcustomers

Finance department: checking the cash flow in and out, the finance department also has

other extremely important roles such as: Providing information to the managers whichinclude equity, cash flow, risk and tax

The restaurant department has the function of managing the company's restaurant chainsystem, for example: restaurant general manager, human resource manager, ect in order

to ensure service quality and to product quality to customers

Supply Department: has five main functions which are purchasing, operation, logistics,

resource management, information workflow

II The importance of orientation and training

McDonald's has a pressing need to grow its market share, and to achieve this, thecompany's focus is centered on enhancing the customer experience Consequently, it isimperative to provide employees with appropriate training and orientation, which willenable them to perform at their optimal level while adhering to the company's guidelinesand delivering exceptional customer service

that covers various aspects such as work processes, food hygiene and safety regulations,required skills, working hours, compensation, benefits, and the importance ofmaintaining a healthy work environment During the orientation, the new employees canask questions and receive answers from the leaders based on the information presented inthe slides The orientation also creates a platform for employees to collaborate, sharetheir expertise and knowledge, and get to know each other better, which helps in theirintegration and improves their understanding of the work environment, leading to betterperformance.

Along with the orientation process is the plan of training new employees During thetraining sessions, they are taught new skills by experienced crew trainers, which helpsthem adjust to their new work responsibilities Employees receive training not only fortheir specific positions but also for other related tasks that they may need to perform inthe store during peak times This flexibility ensures that the store is adequately staffed,and that service quality and customer satisfaction are improved Additionally, a well-trained staff helps the restaurant to operate efficiently and saves costs

B ORIENTATION AND TRAINING PROGRAM

I Orientation

1 Current practice

Orientation is a process that new employees must go through before working atMcDonald's Employees are introduced to the company overview, history of formationand development, tasks when working at McDonalds and the new working environment.After gathering relevant information about McDonald's orientation program, wedeveloped a questionnaire and one-on-one interview with a restaurant employee to

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According to research, the duration of the orientation program of McDonald's can befrom 2 to 5 hours, however, the restaurant staff said that in reality, the orientation sessiononly takes place from 2 to 3 hours, depending on location and number of employeesinvolved Furthermore, he also mentioned that if you attend the company orientation, youwill still get paid if it coincides with your work schedule However, orientation is notonly scheduled for you but for many other members of the crew, so a suitable date must

be selected for all staff to attend That orientation will not count towards payday if thedate is not on your schedule After orientation, employees will be given a handbookcovering working hours, performance evaluation, employee benefits such as leave orbonus, personnel policies, measures and procedures, safety rules that employees need toknow when working at McDonald's

During the 3-hour orientation, the employees will be introduced to the history anddevelopment of McDonald's and its top managers In addition, the company alsoimpresses their crew members by offering a clear professional career progression path

The highlight of the orientation session is that McDonald's workers received thoroughguidance on food hygiene and safety and the cleanliness of the lobby and workspace as it

is the primary priority of the restaurant Due to several serious food safety problems in aMcDonald's branch that damaged the company's reputation On January 7, 2015, thebranch of McDonald's fast food in Japan had to apologize to customers after a series offood safety scandals at its chain stores such as: A boy was injured in the mouth aftereating ice cream containing plastic flakes According to employees, it is mandatory to

different types of disinfectants daily for specific cleaning requirements This includesdisinfecting not only staff hands but also kitchen utensils and the entire restaurantenvironment.

Even though McDonald's workers are supposed to receive a tour of the restaurant, theyoften do not actually get to experience it However, some employees have reported thatwhile moving from the lobby to the meeting room, they pass through many parts of therestaurant, excluding only the pantry and kitchen Although this might help to save timeduring the orientation process, it implies that employees might not have a clearunderstanding of specific restaurant areas before they start working

After the interview regarding McDonald's orientation, we gained a comprehensiveunderstanding of the company's overview and the level of professionalism required whengiven the opportunity to work at their stores The orientation program not only impartsknowledge about the company's background and promotes a market-oriented mindset,but also provides a clear roadmap for the future work of new employees Additionally,the orientation session also has the role of establishing a serious working attitude andbuilding a professional image of the company by emphasizing the basics of the session

2 Analyse orientation

a Advantages

One of the major benefits of the orientation program at McDonald's is its brevity andfocus The program provides employees with a comprehensive understanding of thecompany's history, regulations, personnel policies, and performance evaluation measures

essential information.

Additionally, McDonald's orientation program does an excellent job of educatingemployees about the importance of food hygiene and safety This is vital for therestaurant's reputation and directly impacts on the satisfaction of customers If employeesare not properly explained about this, it can lead to mistakes that affect the quality ofservice

Furthermore, McDonald's provides a clear career path for employees, allowing them tounderstand the different positions in the restaurant and giving them direction if theyaspire to move up to the RGM position

place as the information they provide to people.

Additionally, KFC's slogan "Welcome to the KFC Family" creates a sense ofcompanionship and value among new employees, which fosters loyalty

As per our evaluation of KFC regarding the treatment of new employees, the companygives significant importance to the quality of orientation provided to them The duration

of the orientation may vary based on the location of the restaurant, with those in largercities or busy regions requiring longer periods to ensure that new employees areadequately equipped to handle the job's demands In contrast, McDonald's offers a vastamount of information during a 2-3 hour orientation, regardless of whether the staff canabsorb it This practice leads to employees having insufficient knowledge about thecompany, making it challenging to establish loyalty According to "22 McDonald'sStatistics [2023]: Restaurant Counts, Facts, And Trends" by Abby McCain, the annualturnover rate at McDonald's is over 130%

3 Recommendation

as information on employee performance evaluation and transfer request procedures.This practical knowledge can help employees in their future work and motivate them toperform better

To create a sense of belonging, the welcoming of new employees is crucial during theOrientation program The manager, as both the team representative and immediatesuperior, should greet new employees and create a positive impression, making them feellike part of the family Managers can also provide helpful tips and information, such aswifi passwords and work-related advice Moreover, the emotions and working attitudes

of employees are significantly impacted by their colleagues, which is why it is essentialfor them to maintain a positive demeanor while interacting with new people Thisincludes being open to answering any questions that newcomers may have, especiallyabout things that the new one may not yet understand

The Orientation session of McDonald's-KFC's competitor highlights the importance ofbeing creative and sophisticated in providing information and communicating withemployees, particularly during the Orientation This is because the Orientation is theinitial opportunity for employees to engage with and evaluate the company they will beworking for, and therefore, innovation in this area is crucial This is one of the thingsMcDonald's should change in their orientation program

II Training

1 Current practice

Investing in human resource training has become a significant problem for many

are not trained and improved every year according to the rapidly evolving trend of thefast food market To gain the current position in the international market, McDonald's hasalways come up with effective human resource development strategies timely One ofthese strategies is that Mc Donald's has applied the ADDIE method in designing thetraining process for new employees To clarify:

The ADDIE method for training is a five-step process to developing iterative learningand training activities It stands for Analysis, Design, Development, Implementation, andEvaluation

Firstly, A is the first step of ADDIE, standing for analysis There are two aspects in thisstep: Task analysis and Performance analysis With analyzing tasks, the instructor willobserve new employees perform on each station (lobby, service and kitchen) and containteachable tasks such as dropping baskets of fries or salting fires Performance analysisjust focuses on correction changes or behavior changes

The letter D, standing for Design, is the second step in the training programme One ofthe specialties in Mcdonalds training process is on-the-job training, to be more detailed,on-the-job training gives the new employees the opportunity to work shoulder-to-shoulder with a trainee, which builds on-the-job practical restaurant skills and showshow the concepts work in working environment

The next D, which is Development, has three main tasks: Constant changes throughinnovation with technology; “Test” new programs prior to national roll out; and feedback

Next is about I, representing Implementation Once training tools are finalized, they arerolled out If these tools have been approved as a standard, then it will be formalized all

in training Training tools are systematic, interesting and understandable They enableconsistent and updated messages to be delivered Beside this, Mc Donald’s have someprograms for new employees such as New Employees Handouts and Pocket QualityReference Guides

Finally, Evaluation is the most important step in conducting ADDIE training Managers

in Mc Donald’s have a quote “When we shortcut training, we see it as a lack ofperformance of products and people '', that's a guideline for trainees when guiding newemployees At the end of the training program, the managers will collect feedback onemployees’ first hand experience, or mentors evaluate employees through quizzes, on-the-job observations

When it comes to the reality of training for new employees in McDonalds, there are twolevels of training: for members and for managers Crew members are trained extensively

on all food safety at McDonald's Trainees work while they learn the operational skillsnecessary for topsy and food handling processes for running each of the positions in arestaurant - from front counter to the grill area Theoretically, there are four steps intraining a new employee at McDonald's: prepare, present, try out, and follow up Thesesteps are usually done over a period of 4–6 shifts Prepare means the crew trainer getshimself and the station ready for training Present means showing the trainee how towork the station Try out means letting the trainee work the station while coaching them