Sophie Cain
Unit 21
Assignment 1
Sophie Cain
Unit 21
Assignment 1
Employee Training and Development: Reasons,
Benefits and Costs
,Sophie Cain
Unit 21
Assignment 1
Introduction:
In this report I will evaluate the contribution that training, and
development make to fulfil the objectives of McDonalds. I will also
evaluate the likely costs and benefits to McDonalds of using different
training and development methods that meets the individual needs of its
employees.
Background to McDonalds (A.P1 and M1):
McDonalds is a fast-food restaurant which is known globally for their
‘golden arches’. McDonalds opened their restaurant in the UK in 1970 in
Woolwich, South East London. McDonalds serves 68 million people
a day which is around 1% of the world’s population.
McDonalds have around 1,300 restaurants located all over the UK which
are all mainly owned my franchisees and have over 36,000 restaurants
worldwide and employed around 115,000 people all over the UK. Each
year McDonalds spend around £43 million to train their staff to Crew
Trainers, Shift Managers, Salaried Managers and Business Managers as
they believe that training within the business allows them to remain
successful, therefore 9/10 of McDonalds Business Managers started off
as Crew Members and worked their way up the ladder.
There are many different aspects within a McDonalds restaurant that is
vital for the business to be able to be run smoothly and successfully, and
this is down to their members of staff. Within a McDonalds restaurant
there are normally 7 different job roles which all work together to ensure
that their customers receive the highest standard of customer service.
The seven different roles in McDonalds are;
Cleaners-Are responsible that the restaurant is always clean for
customers, so they can have a pleasant experience at McDonalds.
Customer Service Leaders-Are the first point of call for customers, they
ensure that everything is ok with the customers food and will go round
and give balloons etc to children. Customer Service Leaders also
promote the use of using self-checkout tills in the restaurant and can
also take payments on the till when it gets busy.
Crew Members- Work in the kitchen preparing food and work on front
counter making drinks and deserts. Crew members also help customers
, Sophie Cain
Unit 21
Assignment 1
through the ordering process. Crew members are responsible for
operating tills, running drive thru, cooking food in the kitchen and general
cleaning of the restaurant.
Crew Trainers- A Crew Trainer at McDonalds is to follow the standards
and reinforce these with Crew. Crew Trainers ensures that Crew are
following the highest standards of customer service and ensure that the
restaurant is a clean safe environment. Crew Trainers are also
responsible for the shift when a manager is unavailable. Crew Trainers
also train and support staff.
Shift Managers- Run the restaurants on a day-to-day basis and are
responsible for everything running smoothly in the shift. Shift Managers
should also keep the team motivated to ensure that customers receive a
great customer service. Shift Managers are also responsible for
everything that happens on the shift, e.g., any accidents, complaints,
and the money in the safe. Shift Managers work to targets to ensure they
are providing a quick service.
Salaried Managers-Salaried Managers are on a fixed wage every
month and help assist the Business Manager. Salaried Managers are
responsible for looking after the Shift Managers and are also responsible
for doing the schedule, developing crew, and helping promote crew to
managers. Salaried Managers are on a fixed wage and hours per week
and have more responsibility than Shift Managers.
Business Manager- Business Managers oversee the restaurant as a
whole and are in direct contact with the franchisee owner. The Business
Managers keep the crew at the restaurant motivated and ensure that
customers leave satisfied and make sure that the business is running
smoothly.
McDonalds mission statement is ‘to be our customers favourite place
and way to eat and drink’. As McDonalds is a family friendly restaurant
and wants to be part of the community, its mission statement shows the
significance of their customers and want to influence them to purchase
their products. McDonalds also uses the slogan ‘I’m Lovin’ it’ to show
that their food is better than their competitors. McDonalds main goals
and objectives is to provide their customers with food of a high standard
and provide the best value for money on their products.
Unit 21
Assignment 1
Sophie Cain
Unit 21
Assignment 1
Employee Training and Development: Reasons,
Benefits and Costs
,Sophie Cain
Unit 21
Assignment 1
Introduction:
In this report I will evaluate the contribution that training, and
development make to fulfil the objectives of McDonalds. I will also
evaluate the likely costs and benefits to McDonalds of using different
training and development methods that meets the individual needs of its
employees.
Background to McDonalds (A.P1 and M1):
McDonalds is a fast-food restaurant which is known globally for their
‘golden arches’. McDonalds opened their restaurant in the UK in 1970 in
Woolwich, South East London. McDonalds serves 68 million people
a day which is around 1% of the world’s population.
McDonalds have around 1,300 restaurants located all over the UK which
are all mainly owned my franchisees and have over 36,000 restaurants
worldwide and employed around 115,000 people all over the UK. Each
year McDonalds spend around £43 million to train their staff to Crew
Trainers, Shift Managers, Salaried Managers and Business Managers as
they believe that training within the business allows them to remain
successful, therefore 9/10 of McDonalds Business Managers started off
as Crew Members and worked their way up the ladder.
There are many different aspects within a McDonalds restaurant that is
vital for the business to be able to be run smoothly and successfully, and
this is down to their members of staff. Within a McDonalds restaurant
there are normally 7 different job roles which all work together to ensure
that their customers receive the highest standard of customer service.
The seven different roles in McDonalds are;
Cleaners-Are responsible that the restaurant is always clean for
customers, so they can have a pleasant experience at McDonalds.
Customer Service Leaders-Are the first point of call for customers, they
ensure that everything is ok with the customers food and will go round
and give balloons etc to children. Customer Service Leaders also
promote the use of using self-checkout tills in the restaurant and can
also take payments on the till when it gets busy.
Crew Members- Work in the kitchen preparing food and work on front
counter making drinks and deserts. Crew members also help customers
, Sophie Cain
Unit 21
Assignment 1
through the ordering process. Crew members are responsible for
operating tills, running drive thru, cooking food in the kitchen and general
cleaning of the restaurant.
Crew Trainers- A Crew Trainer at McDonalds is to follow the standards
and reinforce these with Crew. Crew Trainers ensures that Crew are
following the highest standards of customer service and ensure that the
restaurant is a clean safe environment. Crew Trainers are also
responsible for the shift when a manager is unavailable. Crew Trainers
also train and support staff.
Shift Managers- Run the restaurants on a day-to-day basis and are
responsible for everything running smoothly in the shift. Shift Managers
should also keep the team motivated to ensure that customers receive a
great customer service. Shift Managers are also responsible for
everything that happens on the shift, e.g., any accidents, complaints,
and the money in the safe. Shift Managers work to targets to ensure they
are providing a quick service.
Salaried Managers-Salaried Managers are on a fixed wage every
month and help assist the Business Manager. Salaried Managers are
responsible for looking after the Shift Managers and are also responsible
for doing the schedule, developing crew, and helping promote crew to
managers. Salaried Managers are on a fixed wage and hours per week
and have more responsibility than Shift Managers.
Business Manager- Business Managers oversee the restaurant as a
whole and are in direct contact with the franchisee owner. The Business
Managers keep the crew at the restaurant motivated and ensure that
customers leave satisfied and make sure that the business is running
smoothly.
McDonalds mission statement is ‘to be our customers favourite place
and way to eat and drink’. As McDonalds is a family friendly restaurant
and wants to be part of the community, its mission statement shows the
significance of their customers and want to influence them to purchase
their products. McDonalds also uses the slogan ‘I’m Lovin’ it’ to show
that their food is better than their competitors. McDonalds main goals
and objectives is to provide their customers with food of a high standard
and provide the best value for money on their products.
