Case Code : CLMM019
Publication date : 2005
Subject : Marketing Management
Industry : Food and beverages
Length : 03 Pages
Price : Rs. 100
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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
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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.
It has been able to maintain similar service standards in all its restaurants spread across the world. Analysts claim that emphasis on employee training by the company is partly responsible for such high customer service standards being maintained in all its restaurants. The core principles of McDonald's Quality, Service, Cleanliness, and Value (QSC&V) guide its training programs.
The company's highly structured training programs are conducted at four levels- crew development program, restaurant management program, mid-management program and executive development program...
Questions for Discussion:
1. How can employee training help a fast food service giant like McDonald's?
2. McDonald's provides in-house training to its employees through various initiatives such as on-the-job training, conducting training programs at restaurants, regional centers and starting a university to train its employees. What are the pros and cons of in-house training?