Report on production practice at McDonald's LLC. McDonald's HR policy essays and term papers

Work description

The purpose of the study is to develop a package of documents to improve the organization of work of the staff of the McDonald's restaurant in the fast food system.
To achieve this goal, the following tasks should be solved:
- To study the theoretical foundations of the organization of work of personnel in the fast food system.
- To analyze the system of organization of work of personnel in the restaurant "McDonald's" in Naberezhnye Chelny.
- Develop a package of documents to improve the organization of work of the McDonald's restaurant staff in the fast food system.

Content

Introduction……………………………………………………………………….....…3
1. General characteristics of the enterprise McDonald's LLC…………………..... 7
1.1. The history of the emergence of McDonald's LLC……………………………..... 7
1.2. Characteristics of the enterprise LLC "McDonald's"………………………..... 8
2. Personnel potential of the enterprise……………………………………………......11
2.1. Personnel overview and recruitment ……………………………………………..…11
2.2. Organizational structure of the personnel management system………..….13
3.Marketing activities………………………………………………...……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………….
3.1. McDonald's Business Strategy……………………………….…15
3.2.Market segmentation……………………………………………………........17
4. Analysis of production and sales of products…………………………………..20
4.1. Product quality and safety………………………………...………20
4.2. Suppliers……………………………………………………………..…….22
5.Financial activities of the enterprise………………………….………...…..25
Conclusion……………………………………………………………………...…28
List of used literature…………

Federal State Budgetary Educational Institution of Higher Professional Education

“Russian University of Economics named after G.V. Plekhanov"

General Economic Faculty

Department of Labor Economics and Personnel Management

REPORT

in the discipline "Fundamentals of personnel policy and personnel planning"

on the topic "Personnel policy of McDonald's"

Completed

students of the OEF 42D group

full-time education

general economic faculty

Baranov Viktor Vyacheslavovich

Ukhanov Anton Mikhailovich

Scientific adviser:

Ph.D., Professor,

Filin Alexander Eduardovich

Moscow - 2014

Analysis of the personnel policy of the McDonald's restaurant.

1. Company activity in the World

Canada was the first country to open a McDonald's restaurant outside of the United States. A significant event for the company occurred on June 1, 1967. From this moment begins the story of the conquest of the planet Earth by a company with two golden arches, the symbol of which is known to almost all residents of different countries of the world.

After 14 years, McDonald's restaurants crossed the ocean and appeared in countries such as Germany, France, Japan, Australia, England. The number of restaurants in European countries and Australia exceeds more than 700, in Japan there are approximately 2,500 McDonald's restaurants.

Depending on the specifics of the local market and the customs of people living in the country, McDonald's develops a special menu. So in India, Big Macs are made from lamb, and in Israel there are no dairy dishes on the menu and restaurants are open only 6 days a week, Saturday is an official day off. Images of idols are banned in Saudi Arabia, so there is no image of Ronald McDonald on posters and restaurant buildings. In addition to various restrictions, non-original products of the company may be presented in the menu of certain countries, for example, in Canada and Italy, pizza is sold in addition to sandwiches.

For all countries of the world, the opening of the first McDonald's restaurants is a significant moment in the life of the country. Restaurants opened in Eastern Europe and China on the first day gathered many kilometers of queues of visitors. So in Moscow in 1990 more than 30,000 visitors were served. The main component of the company's successful operation outside the United States is a reliable local partner who is fully involved in the creation of a restaurant chain, a well-established scheme for preparing products and serving visitors, the original McDonald's menu, a well-known trademark, as well as compliance with all the rules and standards that were laid down by the McDonald brothers. and Ray Kroc.

2. Work is seasonal:

McDonald's is not interested in employees who immediately bring a letter of resignation with the day of knowledge. The company needs employees who will work for a long time to meet the needs of visitors, and not 2-3 months, so McDonald's restaurants have a flexible work schedule that allows you to combine it with study. Any business company builds its forecasts in the long term, so a large decline in labor will reduce turnover and, accordingly, the profit of the company as a whole.

In addition, the company will spend time on new employees for their training, legal paperwork, money for uniforms, so that in the end an employee who only at the end of the probationary period (2 months) will get used to and cope with the difficulties and complexities of work will leave. For employees who have passed the probationary period and received a white badge, there is a 15% increase in the hourly rate and additional bonuses from the company for working out some work norms. Free lunches are an additional motivation to work in restaurants so that after school, when you come to work, have a bite.

Today, McDonalds can be called a phenomenon, a legendary company that is known to most of the inhabitants of our planet. In almost every developed country, in every major city there is a representative office of this company.
This fast food chain is the idol that dozens or even hundreds of followers around the world look up to. We can endlessly scold McDonalds for poor quality food, which is very harmful to health, for an uncomfortable interior and constant hustle at the checkouts, for the stereotyped interior and artificial smiles of employees, but what can not be taken away is the ability to develop, set high goals and without any problems reach them.

I am sure that each of you who read this article has visited McDonalds at least once, and if you haven’t, you have 100% heard about this fast food. Every year, various fast foods appear in the world that try to copy the style, menu, name, service of McDonalds, but none of the brands I know even came close to Mac's results. This is amazing, and today we offer you 9 secrets of McDonalds success, which allowed this company to occupy a leading position in the world for more than a decade.

McDonalds: 9 secrets to the success of the world leader

1. It's hard to pass by
According to recent research, more than 70% of people visit McDonalds spontaneously, and, as a rule, do not plan to eat in this particular place in advance. Given this study, the company's management has developed a strategically important line - all establishments are located only in very crowded places, where there is a large crowd of walking people. Very often, "poppies" can be found near large universities, at the exit of metro stations, at intersections of major roads, near entertainment centers. After watching a little, you will be able to notice that wherever you go for a walk, wherever there is a large crowd of people, there is always a McDonalds somewhere nearby.
I lived in Kyiv for some time, and I can say that there are McDonalds almost everywhere, wherever I go to relax with friends in the evening, there were “poppies” everywhere. And only now, when I am writing these lines and analyzing the situation in more detail, I begin to understand how well they are located. By the way, it is worth noting that the most popular McDonalds in the CIS in 2012 was the one located at the central railway station in Kyiv. In any weather, at any time of the day, there are eternal queues at the box office and it is very difficult to find a free place to sit down and relax.

2. Anticasting
Have you ever noticed that all employees at McDonalds are alike. At the checkout you are unlikely to meet a very beautiful and attractive girl. And all why? The company's policy is based on the so-called "anti-casting". Girls are chosen in such a way that they do not attract the attention of the client, or rather, so that their appearance does not distract the potential buyer from the menu. I chose food, bought it, left, the next one came up. The client should look at Big Macs, not a pretty cashier. All girls working at McDonalds are forbidden to wear bright makeup, do manicures, wear perfume at work, use jewelry (including rings and earrings).
It should be noted that such a policy of the company is aimed not only at visitors. Until the 70s, only guys worked at McDonalds, but the feminist movement in the United States made its own adjustments to the workflow of this global giant. The girls achieved equality, and obliged the management of McDonalds to allow them to work on equal terms with the guys.

This requirement was very dumbfounded by the bosses of McDonalds, because their strategy, their plan for the development of the company could go to waste. A girl in the workplace will undoubtedly distract the guys, the quality of production will fall, and God forbid, some more intrigues and love stories. The management of McDonalds obviously did not like all this, and then they decide not to hire beautiful girls, but to dress those who have passed the “anti-casting” in men's clothes, which will distort all the charms of the female figure.
After a while, when customers got used to female employees, the management began to notice that more families appeared in restaurants, and the women in these families were very pleased that their husbands were not staring at pretty waitresses, as is the case in other places. The unexpectedly acquired bonus in the form of women's loyalty became a strong argument for maintaining the tradition of hiding female beauty.

3. Love her baby and she will love you
McDonalds has long understood that parents do not bring their children to them, but, on the contrary, children bring their parents to the poppy. It is often very difficult for a child to refuse, especially when parents spend a lot of time at work and do not pay due attention to their child.
At McDonalds, the system aimed at working with children is thought out to the smallest detail: special playgrounds with slides, a children's menu and toys, birthday parties at loyal prices, small bonuses and gifts in the form of balloons for those kids who stand in line with by their parents, an abundance of attention and incredible tolerance from the fast food staff. All this is aimed at both the child and his mother, because the law says: "If you want her to love you, love her child."
And the most ingenious thing aimed at working with children is Happy Meal. In addition to the standard set of food, they also put a toy there. As a rule, toys are produced in series, and if a child liked one, then there is a high probability that he will ask his parents to go to McDonalds more than once in order to collect the entire collection.
By the way, studies have recently been conducted, the results of which showed that the fictional character Ronald McDonald is second in popularity only to Santa Claus.

4. Put more "by default"
The company's standards clearly establish the rule that if the client does not name the size of the portion that he wants to order, then they put the largest one for him. First, it saves time. The order must be accepted in 60 seconds, and if the cashier starts asking questions, finding out what and how the visitor wants, then the queue will increase and there will be resentment. Secondly, a larger portion also costs more, which means McDonalds gets a big benefit.
Also, the visitor will definitely be offered to take some additional product - dessert, drink, sauce, something from food. In corporate parlance, this is called a "hint". As a rule, the hint is not taken from the head, but it includes those products that have been on the “bin” for quite a long time and the period of their implementation is coming to an end.
Another interesting fact is that McDonalds staff never use the “not” particle, because this can subconsciously program the buyer into denial. Therefore, in Russia they often use substitutes like “Perhaps you want to try?”, Or “Will you take it?”

5. Pricing policy
Prices at McDonalds are constantly changing, but it's done so cleverly that you don't even notice. By the way, have you ever noticed that hot drinks are much more expensive than soft drinks? Ask why? Everything is simple. Scientists have proven that drinking cold drinks with meals stimulates the appetite even more. Therefore, all soda is served very cold and even with ice.
Also, the visitor drinks tea and coffee much longer, and this is extra time, which McDonalds also learned to appreciate and use correctly.

6. We do not stay too long
McDonalds is not a cafe or a restaurant, but fast food. Visitors here should not stay long. If the visitor lingers for a long time, then there will not be enough space for new customers, which means that a certain percentage of revenue will be lost. Therefore, the main goal is to create a turnover and force the visitor to leave the establishment as quickly as possible. All "conditions" have been created for this. Have you ever paid attention to the furniture in the "poppy"? It's not comfortable, it's hard, it doesn't move. The calculation is that you simply eat and leave, making room for other visitors. If, however, a person is given the opportunity to move chairs, tables, adjusting them for himself, then he can stay for a long time (including free Internet), and this will entail certain losses.

7. Aromas and taste
Hundreds, if not thousands of articles have already been written about the use of artificial flavor enhancers and special flavors in McDonalds that dispel the smell of fast food for kilometers.
All this makes them recognizable, and if you try a dozen burgers with your eyes closed, then you will definitely guess the one from McDonalds. And the smell of their food is very difficult to confuse with anything else.

8. A matter of habit
Can you guess how often McDonalds has changed menus and flavors? If you said that almost never changed, then you are absolutely right. The taste of the burger has not changed since 1967, exactly from the moment it appeared. If a person goes to McDonalds, then he clearly knows that today, tomorrow, in a year or five years, he will be able to taste the same delicious Big Mac, with the same sauce and additives. Thus, McDonalds develops a certain habit among its visitors, and also shows that it is a stable and reliable company.
Of course, they have new menus from time to time, but as a rule, these are either seasonal offers in the form of summer salads, or themed weeks, such as Italian days or seafood delicacies.

9 McDonalds Bible
Back in the late 50s, or rather in 1958, the first instruction appeared, later called the McDonalds Bible. Everything is painted in it to the smallest detail. From the temperature and time of roasting cutlets to how any employee of the company should behave. At the very beginning, there were 75 pages in the bible, but now there are about 800. By the way, this instruction describes not only how an employee should behave, but also contains recommendations regarding the behavior of the client, how to behave in a given situation.
KKCHD and KKK are the two main principles of the work of all McDonalds. Beginners write them down and memorize them, repeating aloud in unison, like a prayer. Behind the abbreviation KKCHD are the words "culture, quality, purity, accessibility." For the KKK, respectively, "contact, cooperation, coordination." Actually, the attractiveness of McDonalds to the public rests on this, even if it is subconscious.
Note that the cashier is always smiling, speaking in a very pleasant tone. Although the phrases are hackneyed, stereotyped, they are very literate and act on the subconscious. Many McDonalds visitors note that they try to give the amount required by the cashier just to hear: “Thank you for not changing.” Many other fast food chains have adopted this style of communication, and even companies that have nothing to do with food try to teach their employees to be extremely polite.

2. Personnel management in the McDonald's organization

2.1 Characteristics of the organization McDonald's

McDonald's is the largest chain of fast food restaurants in the world. The first McDonald's restaurant in Russia opened in 1990 on Pushkin Square in Moscow. The agreement to open restaurants in Moscow, signed in 1988, ended 12 years of hard-fought negotiations initiated by George A. Cohon, senior chairman of the board of McDonald's Restaurants of Canada Limited, senior chairman of McDonald's Russia and chairman of the board of directors of CJSC " Moscow-McDonald's.

Currently, McDonald's restaurants are open in such Russian cities as Moscow, Mytishchi, Reutov, Lyubertsy, Odintsovo, Troitsk, Dmitrov, Klin, Krasnogorsk, Balashikha, Khimki, Sergiev Posad and others. There are 213 restaurants in total. McDonald's restaurants are growing as stand-alone businesses in busy areas and on major city thoroughfares, as well as food courts in shopping malls. Every day, McDonald's restaurants in Russia serve more than 600,000 visitors.

On average per month, restaurants sell:

2,000,000 Coca-Cola/Fanta/Sprite drinks;

2,550,000 French fries;

1,100,000 milkshakes;

1,150,000 Big Maktm sandwiches;

950,000 pies.

Today, more than 17,000 people work for McDonald's in Russia.

For the preparation of all dishes, only the highest quality products are used that meet all McDonald's standards. At all stages of the production process, McDonald's, its suppliers and independent experts carry out a series of quality checks to ensure that all sanitary and hygienic norms and rules established by the Russian Federation are observed, as well as that the products are of the highest quality. In 1990, McDonald's invested US$45 million to build and equip a food processing and distribution center located in Moscow, McComplex. "Makkompleks" is located in one of the Moscow districts, Solntsevo. It supplies the necessary products to all McDonald's restaurants in Russia. The plant has its own lines for the production of p/f meat and buns, a product quality control laboratory and a sales department. Over the 14 years of its operation, Makkompleks has made a significant contribution to the development of the domestic food processing industry, public catering, agriculture and business relations in Russia. Since 1989, McDonald's has shared its knowledge of technology and business relations with representatives of all CIS countries. Raw materials and materials for McComplex are purchased from more than 100 Russian suppliers who strictly follow the standards of the Russian Federation and the standards of McDonald's. Moreover, as a result of the decentralization of food processing, with the participation of specialists and technical assistance from McDonald's, the production of finished products was already established at the enterprises of Russian suppliers (lettuce, pickled cucumbers, etc.). McComplex strictly controls the processing of products in accordance with the strict requirements and standards of McDonald's. McDonald's has one goal - to fully satisfy the needs of visitors. All company initiatives are measured by this single criterion.

2.2 Staff motivation at McDonald's

The staff in any organization is its integral part, that is, it cannot exist without people, and as a result of this, it cannot produce something, achieve its goal in activity. Personnel management, first of all, is based on the principles of the interest of the employees of the organization to work for it, to achieve certain goals.

Therefore, since the success of McDonald's depends on the effectiveness of each and every one of its employees, management, in an attempt to meet the needs of employees, uses the following motivational policy. Firstly, because the company needs employees who will work for the benefit of the organization for a long time. It offers its employees a flexible work schedule, which is set depending on the wishes and capabilities of the employees themselves and provides for work in the evening or in the morning, as well as on weekends, allows students to successfully combine work and study, and young parents to take care of their children. Secondly, the company is ready to spend time on new employees for their training, legal paperwork, money for uniforms, so that in the end an employee who, only at the end of the probationary period (2 months), will get used to and cope with the difficulties and complexities of work. And thirdly, it offers various bonuses and bonuses that are paid for the processing of the monthly norm of working hours, free lunches, the new design of the old already unattractive uniform. Also the opportunity for a short period of time to achieve rapid growth on the career ladder. The reasons for such a career take-off in such a short period of time are due to staff turnover in all positions, as well as the opening of new restaurants that need employees.

Also, to attract new employees, the company uses advertising that you can earn decent money for a certain period of time. One of the genius recruiting ideas that McDonald's restaurants used in 2008 was handing out calendar cards with a job offer at the company on the back.

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Contents Introduction Section 1. Characteristics of the enterprise 1.1. Description of the history of the creation and development of LLC " McDonald's » 1.2. concentration personnel management 1.3. Personnel politics McDonald's Section 2. Composition and structure of the personnel management service 2.1. Industry affiliation of the company McDonald's » 2.2. Characteristics of personnel Section 3. Technical and economic performance indicators 3.1. Analysis of production and sales of products 3.2. Analysis of cost and financial...

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