Report on manufacturing practices at McDonald's LLC. Personnel policy. Motivation and incentives for staff

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 personnel labor in the fast food system.
- To analyze the system of organization of personnel work in the McDonald's restaurant in Naberezhnye Chelny.
- To develop a package of documents to improve the organization of labor of the staff of the McDonald's restaurant in the fast food system.

Content

Introduction …………………………………………………………………… .....… 3
1.General characteristics of the enterprise LLC "McDonald's" …………………………………………………………………………… ..... 7
1.1. History of the establishment of McDonald's LLC ………………………………………………………………………………… ..... 7
1.2. Characteristics of the company LLC "McDonald's" …………………………………………………………………………… ..... 8
2. Personnel potential of the enterprise ……………………………………… ...... 11
2.1. HR Review and Recruitment ……………………………………… ..… 11
2.2. Organizational structure of the personnel management system ……… ..… .13
3. Marketing activities …………………………………………… ...… 15
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 activity of the enterprise …………………………. ……… ...… ..25
Conclusion ………………………………………………………………… ...… 28
List of used literature …………

2. Human resource management in the McDonald's organization

2.1 Characteristics of the McDonald's organization

McDonald's is the largest fast food restaurant chain 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, concluded 12 years of hard negotiations begun 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 ZAO 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 developing as stand-alone businesses in busy areas and on major city highways, as well as food courts in shopping malls. Every day McDonald's restaurants in Russia serve over 600,000 visitors.

On average, restaurants sell per month:

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

2,550,000 servings of 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 compliance with all sanitary and hygienic norms and rules established by the Russian Federation, as well as the highest quality of products. In 1990, McDonald's invested US $ 45 million in the construction and equipment of a food processing and distribution center in Moscow, McComplex. "Makkomplex" 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 and buns, a product quality control laboratory and a sales department. Over the 14 years of its operation, McComplex 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 been sharing its technology knowledge and business relationships with representatives from all CIS countries. Raw materials and materials for McComplex are purchased from more than 100 Russian suppliers that strictly follow RF and McDonald's standards. 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 established at the enterprises of Russian suppliers (lettuce, pickled cucumbers, etc.). McComplex maintains strict control over product processing in accordance with the strict requirements and standards of McDonald's. The McDonald's company has one goal - to fully satisfy the needs of visitors. All company initiatives are measured by this single criterion.

2.2 Motivating staff at McDonald's

Personnel in any organization is an integral part of it, that is, it cannot exist without people, and as a consequence of this, it can produce something, achieve its goal in activities. Personnel management, first of all, is based on the principles of the interest of the organization's employees 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 uses the following motivational policy in an attempt to meet the needs of employees. First, because the company needs employees who will work for the good of the organization for a long time. It offers its employees a flexible work schedule, set depending on the wishes and capabilities of the employees themselves and providing 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 processing of documents, money for uniforms, so that in the end an employee who, only after the end of the probationary period (2 months), will get used to and cope with the difficulties and difficulties of work. And thirdly, it offers various bonuses and bonuses that are paid for reworking the monthly norm of working hours, free meals, and a new design of an old, already unattractive uniform. It is also an opportunity to achieve rapid career growth in a short period of time. The reasons for such a career take-off in such a short period of time are due to the turnover of personnel 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 decently over a certain period of time. One of the brilliant ideas for recruiting people that was used by McDonald's restaurants in 2008 was the distribution of calendars, on the back of which was a job offer for the company.

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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 large city, there is a representative office of this company.
This fast food chain is that idol, which is equal to dozens, if not hundreds of followers around the world. We can endlessly scold McDonalds for poor-quality food, which is very harmful to health, for an uncomfortable interior and eternal crush at the checkout, for the stereotyped interior and artificial smiles of employees, but what cannot be taken away is the ability to develop, set high goals and without any special problems reach them.

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

McDonalds: 9 Secrets to Success of the World Leader

1. It's hard to pass by
According to recent studies, more than 70% of people visit McDonalds spontaneously, and, as a rule, they do not plan to eat in this particular place in advance. Taking into account this research, the company's management has developed a strategically important line - all establishments are located only in very crowded places, where there is a large concentration of walking people. Very often, "poppies" can be found near large universities, at the exit from metro stations, at the crossroads of large roads, near entertainment centers. After observing a little, you can notice that wherever you go for a walk, wherever there is a large crowd of people, there is definitely a McDonalds somewhere nearby.
I lived in Kiev for some time, and I can say that McDonalds is almost everywhere, wherever I went to have a rest 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 exactly the one located at the central railway station in Kiev. 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 seat to sit down and relax.

2. Anti-casting
You have never noticed that all the 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, more precisely, so that by their appearance they do not distract the potential buyer from the menu. I chose food, bought it, left, the next one came up. The client should be looking at Big Macs, not a pretty cashier. All girls working at McDonalds are forbidden to paint brightly, do manicure, use perfume at work, use jewelry (including rings and earrings).
It should be noted that this company policy 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 world giant. The girls achieved equality, and ordered the management of McDonalds to allow them to work on equal terms with the guys.

This requirement really amazed the bosses of McDonalds, because their strategy, their development plan for the company could go to pieces. The girl at the workplace will undoubtedly distract the guys, the quality of production will drop, and God forbid, some more intrigues and romance novels. All this was clearly not to the liking of the McDonalds management, and then they decide not to hire beautiful girls, but to dress those who have passed the "anti-casting" in men's clothes that will distort all the charms of the female figure.
After some time, when customers became accustomed to female employees, management began to notice that there were more families in the restaurants, and the women in these families were very pleased that their husbands did not stare at the pretty waitresses, as is the case in other places. The unexpectedly found bonus in the form of women's loyalty has become a compelling reason to preserve the tradition of hiding female beauty.

3. Love her baby and she will love you
McDonalds has long understood that it is not parents who bring their children to them, but, on the contrary, that the children are bringing 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 enough attention to their child.
At McDonalds, the system aimed at working with children is thought out to every little detail: special playgrounds with slides, children's menus and toys, birthday parties at loyal prices, small bonuses and gifts in the form of balloons for those kids who stand in line with their parents, an abundance of attention and incredible tolerance on the part of the fast food staff. All this is directed 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 the child liked one, then there is a high degree of 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 were recently conducted, the results of which showed that the fictional character Ronald McDonald is second only to Santa Claus in popularity.

4. Put more "default"
The company's standards clearly state the rule that if the client does not specify the size of the portion that he wants to order, then he will be given the largest one. First, it saves time. The order must be accepted in 60 seconds, and if the cashier starts to ask, find out what and how the visitor wants, then the queue will increase and there will be indignation. Secondly, a larger portion is more expensive, which means McDonalds gets more benefits.
Also, the visitor will certainly be offered to take some kind of additional product - a dessert, drink, sauce, something from food. In corporate language, 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 their implementation period is coming to an end.
Another interesting fact is that the McDonalds staff never use the "not" particle, because it subconsciously can program the customer for denial. Therefore, in Russia, substitutes like "Perhaps you want to try?", Or "Will you take?"

5. Pricing policy
Prices at McDonalds are constantly changing, but it is done so cleverly that you don't even notice. By the way, have you ever paid attention to the fact that hot drinks are much more expensive than soft drinks? Ask why? It's simple. Scientists have shown that drinking cold drinks with meals further stimulates appetite. 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 value and use correctly.

6. We don't stay too long
McDonalds is not a cafe or a restaurant, but fast food. Visitors shouldn't stay here for 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 the revenue will be lost. Therefore, the main goal is to create turnover and get the visitor to leave the institution as soon as possible. All the "conditions" have been created for this. Ever noticed the furniture in the Mac? It is not comfortable, it is firm, it does not move. The expectation is that you simply eat and leave, making room for other visitors. If you give a person the opportunity to move chairs, tables, adjusting them for himself, then he can stay for a long time (taking into account also the free Internet), and this will entail certain losses.

7. Flavors and tastes
Already hundreds, if not thousands of articles have been written that McDonalds uses artificial flavor enhancers, as well as special flavors that dispel the smell of fast food for miles.
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
Try to guess how often the menu and the taste of the offered products changed at McDonalds? If you said that you 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, from time to time they have new menus, 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. The 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 frying the 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 the employee should behave, but also provides recommendations regarding the client's behavior, how to behave in a given situation.
KKCHD and KKK are the two main principles of all McDonalds. Beginners write them down and memorize them, repeating aloud in chorus, like a prayer. The abbreviation KKCHD hides the words “culture, quality, purity, availability”. For KKK, respectively, "contact, cooperation, coordination". Actually, this is what makes McDonalds attractive to the public, even if it is subconscious.
Note that the cashier always smiles and speaks in a very pleasant tone. Although the phrases are hackneyed, stereotyped, but they are very literate and act on the subconscious. Many McDonalds visitors note that they are trying to give the amount required by the cashier just to hear: "Thank you for no change." Many other fast food chains have adopted this style of communication, and even companies that have nothing to do with food are trying to teach their employees to be extremely polite.

McDonald's is the largest fast food restaurant chain 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, concluded 12 years of hard negotiations begun 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 ZAO 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 developing as stand-alone businesses in busy areas and on major city highways, as well as food courts in shopping malls. Every day McDonald's restaurants in Russia serve over 600,000 visitors.

On average, restaurants sell per month:

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

2,550,000 servings of 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 compliance with all sanitary and hygienic norms and rules established by the Russian Federation, as well as the highest quality of products. In 1990, McDonald's invested US $ 45 million in the construction and equipment of a food processing and distribution center in Moscow, McComplex. "Makkomplex" 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 and buns, a product quality control laboratory and a sales department. Over the 14 years of its operation, McComplex 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 been sharing its technology knowledge and business relationships with representatives from all CIS countries. Raw materials and materials for McComplex are purchased from more than 100 Russian suppliers that strictly follow RF and McDonald's standards. 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 established at the enterprises of Russian suppliers (lettuce, pickled cucumbers, etc.). McComplex maintains strict control over product processing in accordance with the strict requirements and standards of McDonald's. The McDonald's company has one goal - to fully satisfy the needs of visitors. All company initiatives are measured by this single criterion.

Motivating staff at McDonald's

Personnel in any organization is an integral part of it, that is, it cannot exist without people, and as a consequence of this, it can produce something, achieve its goal in activities. Personnel management, first of all, is based on the principles of the interest of the organization's employees 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 uses the following motivational policy in an attempt to meet the needs of employees. First, because the company needs employees who will work for the good of the organization for a long time. It offers its employees a flexible work schedule, set depending on the wishes and capabilities of the employees themselves and providing 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 processing of documents, money for uniforms, so that in the end an employee who, only after the end of the probationary period (2 months), will get used to and cope with the difficulties and difficulties of work. And thirdly, it offers various bonuses and bonuses that are paid for reworking the monthly norm of working hours, free meals, and a new design of an old, already unattractive uniform. It is also an opportunity to achieve rapid career growth in a short period of time. The reasons for such a career take-off in such a short period of time are due to the turnover of personnel 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 decently over a certain period of time. One of the brilliant ideas for recruiting people that was used by McDonald's restaurants in 2008 was the distribution of calendars, on the back of which was a job offer for the company.