Abstract

The caselet talks about McDonald’s focus on employee training. The caselet provides a detailed account of McDonald’s employee training programs that are highly structured and are based on the company’s core principles - quality, service, cleanliness, and value (QSC&V). Apart from the training programs at each region or locality, the company also has a centralized training entity called Hamburger University, situated in Oak Brook, Illinois, USA. The caselet describes the programs conducted at this university.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Importance of people in marketing management
• Importance of employee training in service industry
• and In-house training Vs third party training.

Keywords

McDonald's, Quality, Service, Cleanliness, and Value (QSC&V), Training Programs, Crew Development Program, Restaurant Management Program, Mid-Management Program, Executive Development Program, Entry-Level Workers, On-the-Job Training, Restaurant Management Team, Managerial Staff, Recruiting and Scheduling Staff, Equipment Management, Leadership Skills, Decision-Making Skills, Managing Change, Hamburger University, US Army, Advanced Operations Course, Accounting, Inventory Control