Human Resource Activities at McDonald's
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Under this recruitment and selection policy, each restaurant is responsible to recruit hourly paid Positions and management recruitment department in East Finchley, London co-ordinates for recruiting the manager positions. McDonald's UK has own recruitment team who initially invite applicants for interview by assessing the online base exam. This team is working efficiently to find out right people with right skill at right time. McDonald's uses best method to fill their current vacancies such as Crew Member, Customer Care Assistant, Manager, etc. All vacancies are advertised on their own website, www.mcdcareers.co.uk . Also it recruits people by the help of local job centre and agencies. People, who interest to a particular position, have to create an account on this website after that by searching suitable vacancies he/she can apply by initial online psychometric test. This test procedure is an initial score. Person who cannot access the internet for them McDonald's has direct hotline. In this process suitable applicants are sent e-mail for interview and OJE (on job evaluation) at that restaurant where applicant applied. This assessment is being assessed for two days by Business Manager. Candidate, who successfully completes the OJE, is invited for final interview after that Manager decides whether or not to hire the applicant.
Then all the successful applicants are invited for induction. On the day of induction person have to show documents that s/he is allow working in the UK according to Asylum and immigration Act 1996. And on this day employees are shown some video slide regarding McDonald's, which are given bellow.
- Job roles
- Food hygiene and safety training
- Policies and procedure
- Employee Benefits
- Training and development
After that new employee are sent to restaurant to meet with trainee. McDonald's operates three weeks probationary period. In this time employees are assessed according to performance and are either retain or have their employment terminated.
Objectives of Recruitments and Selection
McDonald's recruits dynamic and talent people to meet with customers' satisfaction and keep their reputation at high position.
- To fill up vacancies for running business.
- To ensure equal opportunity.
Motivation and Employee benefits
People are important resource of an organisation. Motivation is a process by which employees are influenced to achieve the organisational objectives. Nowadays experienced managers realise that financial reward cannot be the only kind of motivation because some people like money, some like personality.
Management of McDonald's emphasise on three components to motivate the people such as financial, non financial encourage, and social policy. Maslow's motivation theory includes all this factors. Maslow states that all the needs must be fulfilled one after another. McDonald's allows the all employees to participate in the decision making and Restaurant Manager select the employee of the month by assessing performance of the employee in a month then s/he is rewarded £25. Also Manager inspires employees for working fast. Employee benefits are given below:
- Saving with employee discount: All employees get discount on purchase from over 1600 retailers in the UK.
- Maternity leave/Pay.
- Open door policy: Committed to all employees so they enjoy career with McDonald's.
- Crew room PC and internet facility.
- Every one opinion is valued.
Objectives of Motivation
- To achieve the organisational goals.
- To get best service from employee.
- To recognise the performance of employee.
Training and Development
Each restaurant of McDonald's promises to deliver high standards of service and cleanliness to customers. Management of McDonald's believe that well trained employee can deliver these standards. McDonald's provides comprehensive training program for all employees. It allows the merit based promotion. Welcome meeting is the first stage of training. At restaurant crew trainers work shoulder to shoulder with trainees while they learn the operational skill necessary for running each of the 11 work starting in each restaurant, from the front counter to the grill area. All employees are developed by the effective training so that they can serve the customers quickly, operate equipments and learn McDonald's operational procedure. Most of the training at McDonald's is floor based or on job training because this procedure is very effective to develop them. People learn more and more likely retain information if they physically. McDonald's provides an initial training periods for all new employee, here every employee learn how they can develop their skills. Also it has effective crew development program.
Also it has e-learning system for all employees. For e-learning employee can access www.ourlounge.co.uk. This company provides management develop program which are divided into four: a) Shift Management, b) System Management, c) Restaurant Leadership, d) Business
Most departments in the regional office offer restaurant managers opportunities to second to work in the regional office. This gives experienced manager the opportunity to develop and learn new skills.
Objectives of Training and Development
- To improve the performance of employee.
- To integrated with human resource management practice.
- To meet with current change.
How human resource activities are achieved
McDonald's achieves the above mentioned activities by its experienced, talent and dynamic restaurant managers. Still recruitment process of McDonald's is best in fast food world because of on job evaluation. Moreover, McDonald's provides on job training to develop the employees and allow equal opportunity to all employees for achieving the organisational goal.
Theoretical models of human resource management
Human resource strategy is generally behaviour based. There are lots of human resource models associated with such processes:
- The Fombrun, Tichy and Devanna model
- The Harvard Model
- The Warwick model
- Guest's model etc
The Fombrun, Tchy and Devanna model of HRM
This earliest human resource management model is developed by Fombrun et al (1984). This model emphasizes the interrelatedness and the coherence of human resource management activities. In this model there are four key components: selection, appraisal, development and reward (Fig: 1). these four human resource management activities aims to increase the organisational performance.
This model has been criticised as being too simplistic because it only focuses on four components. It also ignores stake holder interest, situational factors and notion of management's strategic choice. McDonald's follows all activities of this model to get best performance from employees. But McDonald's considers other factors, such as situational factor, stake holder interest and so on, to keep their position at top.
The Harvard model
This model was developed by Beer, Spector, Lawrence, Mills and Walton in 1984. This model contains six components; stakeholders' interests, Situational factors, Human resource management policy choices, Human resource outcomes, Long term consequences and a feedback loop (Fig: 2).
Stakeholder interest can persuade the employee performance.
Situational factors are environmental factors which influence management's choice of human resource strategy.
HRM policy choices emphasises that management's decisions and action take into account both constraints and choices.
HR outcome identifies specific employee behaviours which are considered desirable including commitment and high individual performance leading to cost-effective products or services. There is a basic assumption that human being possess talents that are really used at work and that they show a desire experience growth through work.
Long term consequences take three perspectives into account:
- The individual well being
- Organisational effectiveness
- Social well being
The feedback loop reflects how HRM policy choices are affected by stakeholder interest and environmental factors and how both are influenced by HR outcomes.
This model has gained some popularity in the UK but also some criticism in that it identifies desirable HR outcomes that may not have universal appeal as they generally assume an American view of success.
HR planning and development
Traditional definitions and approaches to man power planning tended to delimit and define it as a central personnel activity which attempts to reconcile an organisation's need for labour with available supply in local and international labour markets. In essence, manpower planners initially seek to estimate their current and future employment needs and, like the analogy sometimes made with the practice of navigation, uses scientific method in applying his knowledge and skills. Within the limit of equipment available, in order to establish first his position and then his best possible course and speed, with a view to arriving at a chosen destination by the most suitable route. (Smith 1976 : 16). Every organisation have own model for human resource planning and development. Strategy planning model is very important to keep the organisation reputation at best place and meet with the organisational goals. Here I would like to write about the planning models of a McDonald's restaurant.
The basic HR planning model
Here in this model (Fig: 3) steps 1 and 5 is strategic human resource planning. Restaurant Manager plans to achieve the organisational objectives. Under this model manager forecast and analyze feasible. And steps 2, 3 and 4 is operational human resource planning such as requirements of human resource and human resource program are designed around what organisational goal. This program analyzes the effectiveness and efficiency of initiatives managed by the human resource department including compensation, benefits, training, staffing etc. In McDonald's restaurant employees are very happy with various benefits example for employee discount card, holyday payment and so on.
This model is very effective because all planning is designed for achieving organisational objectives. According to this model manager can analyze on probability of future requirements.
The best fit HR planning model
This model (Fig: 3) involves on new product line, developing staff, recruitment to meet with new objectives of organisation. McDonald's every year opening new branches in the UK. Managers of McDonald's may apply this planning model to perform their human resource activities. This is the unique planning model for human resource management, which covers all activities from installation of an organisation to its objectives.
This model is very effective model for long term and short term human resource planning because it discuss on labour requirement, availability and feasibility.
Forecasting demand and supply model
In some cases demand and supply of human resources can be forecasted. Here demand means the number and character (abilities, pay levels and skills) of employees needed for a particular job, a particular time and a particular place. Human resource supply means the number of people who are available for particular job. In terms of McDonald's, there are lots of international student are working as a part-time employee. After finishing their study some students leave the UK and some students get post study work permit that is why McDonald's has employee turnover like other organisation. For this reason administration of McDonald's takes strategic planning to reduce employee turnover and recruit employees. According to demand forecasting administration predicts who will leave the job and create vacancies, which job will be eliminated and which one will be created.
This model is very effective, if any organisation follows this model, it will not face with any problem about employee shorter. McDonald's may use this model that is why it can fill up vacancy at right time with right skills.
Performance management is a part of human resource function and one of the key processes that helps the employees know that their contribution are recognised. Performance management is continues process of communication between supervisor and employee that occurs throughout the year, in support of accomplishing the organisational goals. This process includes clarifying expectation, setting goals, identifying goals, providing feedback and evaluating result.
HR performance management at McDonald's Restaurant
McDonald's has effective motivation system to improve the employees' performance. At McDonald's restaurant performance management are operated by restaurant manager. In each restaurant manager is responsible for monitoring employees' performance. This process is continues throughout the year, restaurant manager select employee of the month according to employees' performance within a month. After that, employee of the month is awarded by restaurant manager. And he/she is given £ 25 reward. And manager selects employee of the quarter. Then employee progress to operation manager. Moreover, manager arranges CSO (customer satisfaction opportunity) competition among different teams within the restaurant and among restaurant as well for monitoring performance. Furthermore, overall performance of restaurant is monitored by GAPbuster on monthly basis. Here, GAPbuster is a person who has good knowledge in the field of customer experienced management. In each month GAPbuster visits restaurant as a customer to check quality of food, how friendly the employee, accuracy of service, service time and cleanliness. According to these points GApbuster scores to the restaurant.
This process is very effective because all employees within this organisation try to do best to be employee of the month and managers are always monitor the performance of staff to get 100 percent score from GAPbuster. Being a Crew Member of McDonald's, I know that manager and supervisor always communicate with all employees to know about their needs. In restaurant we work together as a team and manager always gives hands to any employee.
In my opinion, if this process was weekly basis, performance of employees would be better than the current process.
Being a Crew Member of McDonald's restaurant in Archway, London, I found some positive activities such as employee relation, recruitment process, training system, motivation system and team work, at restaurant, which may keep the McDonald's at top position. Managers are very friendly with employees to solve any difficulty in work. Manager shares all things with the employees by arranged regular basis meeting. And restaurant manager wish the birth day to all employees and arrange party on various occasions. In short manager to Crew all work together to get customers satisfactions and achieve the organisational goals.
McDonald's always tries to do best for its employees. Yet, I have some recommendations regarding human resource management in McDonald's restaurant. It is seen that most of the restaurant managers have no first degree. McDonald's should recruit people, who have at least first degree on business management for manager post. Moreover, In the UK based McDonald's restaurant, employees ages less than 22 are given £ 4.87 per hour and age 22+ are given £5.82 per hour but all employees contribute same for McDonald's. My last recommendation, all employees should be given same wages.
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