mcd training
TRANSCRIPT
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YOU DON’T HAVE TO BE AN
MBA.. TO BE A PEOPLE
MANAGER
McDonald’s India – January 2012.
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WHAT IS EXPECTED FROM PEOPLE
MANAGER’S ?
From their managers they are seeking respect and support.
respect and value them (43%);
support them with career progression (36%);
trust them to get on with things (35%);
communicate well with them (34%).”
On the other hand, managers
see regular feedback about performance (50%)
setting clear objectives (49%) as the most important behaviours.”
To sum it up, people see their role at work as part of a career – and managers see it as a job
Institute of Leadership & Management
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THE TALENT CHALLENGE
1.2 Billion People and 66% of Employers say
Talent is Scarce
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WE ARE GETTING YOUNGER.. YO!!
* Source: Census of India Projections and IMaCS Analysis
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HIRING OVERVIEW-SECTORS
*Research by ACHIEVE Global
One of Top 4 Hiring Sectors
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INDIA EMPLOYABILITY: REALITY
- Student’s exposure is limited to the four walls of his school.
- Competition is key
- Theory Vs practical
- Fantastic at IQ but EQ?
- Literacy rate – 71% - but what is employability??
- English Skills and over qualification
- Functional literacy
- 1 in 4 engineers is considered employable
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EDUCATION DISTRIBUTION
7
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MCDONALD’S
FUN, FLEXIBILITY AND FUTURE
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MCDONALD’S : KEY FACTS
Key Facts • Over 70% percent of Senior
Management in McDonald’s
International is Internal
• Jim Skinner – Worldwide CEO
started as a crew
• In over 30 countries including
India McDonalds gets credits for
the Training
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MCDONALD’S INDIA : KEY FACTS
250 Restaurants with total 6000
Crew and Manager headcount
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THE MCDONALD’S WAY
Earn While you Learn - First job that allows
people to polish key skills of
Communication
Customer Interaction
Exposure to the industry
A chance to develop the soft skills of team work and
inclusiveness
Teach people Skills for Life
Learning Orientation
Desire to Lead
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OUR PEOPLE PHILOSOPHY
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BUILDING PEOPLE MANAGERS - SIMPLIFIED
Employee Lifecycle
Get
Keep Grow
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GET-
RESTAURANTS ARE OUR TALENT PIPELINE
An integrated program
focusing on
Flexible Day part Hiring-
Early Exposure
Hiring Part time
Competency based hiring
Correct Orientation
Focus on hiring from Colleges,
Influence them Early
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GET –
CORPORATE OFFICE
Corporate Office
Almost 40% of our corporate staff started in the restaurants
Process for selection - Performance Development System
Clear communicated Promotability Criteria
Talent calibrations
Feeder Pool
Cross functional movements
Early in career
External Hires
Competency based interviewing by functional leads
Decision is functions – HR is enabler
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KEEP- ENGAGE, INVOLVE!
Rewards and Recognition Programs- At the function level as well as at company level Ensure there is always parity in pay –
benchmark not only industry but also where we hire from.
SOI Incentive, Employee of the month etc
Celebrate with them- Thanksgiving Week
Let’s Ketchup Awards
Flexibility for the line manager to innovate on Rewards and recognition programs. Stars Program
I Value U Cards
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KEEP – RECOGNISE TALENT
Global Singing Contest in 130 countries and 50000 contestants
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Build
Skills
for Life
GROW
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GROW- AT ALL LEVELS
Talent Management Identification of Key positions
Building a robust leadership Pipeline
Robust Learning Platform for growth across all functions-Real Estate, HR, Marketing, Strategy
Hi-Potential Identification and specialised investment
Training System Continued Learning Options
Training Approach changing with Times
Learning is blended with shoulder to shoulder training, self study and classroom
International Training Compulsory Restaurant Managers and above
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3 PRONGED APPROACH
• Hands-on experience of things
• Learn while you work
On-floor Training
• Training at store/function level
• Study material & training tools
Off floor Training
• Extensive class room programs
• High learning opportunities
Classroom Training
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IMG_6275
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Growth Path
Floor Manager
Trainee Manager
Second Assistant Manager
First Assistant Manager
Restaurant Manager
Training Squad
Part Time Crew member
Trainee Floor Manager
MDP 1
MDP 2
CDP
Training Path
CTDP
MDP 3
MDP 3
Part Time Trainee Crew member
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People Practices
Understanding work environment and communication skills
;Understanding laws and policies ; Risk management, incident
management and consultation
Documenting and investigating incidents
Counselling
Determining a training need ; The 6 step counselling process
Business Focus
Identifying line items on a P&L and what is included in each line
item
Evaluating and analysing P&L issues ; P&L projections
Delivering through Personal Leadership
Using Stephen Covey's 7 Habits of Highly Effective People® to
manage restaurant systems more effectively
Understanding People
Valuing the differences in people & exploring personal perceptions
Identifying behavioural styles and adaptation
Customer Satisfaction & Recovery
Customer service vs. customer delight
Customer feedback
Techniques for handling customer complaints and feedback
Creating Change
Understanding change & change management
SAMPLE TRAINING @ MANAGER LEVEL
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TRAINING @ CORPORATE
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WHAT ARE LINE MANAGERS TRAINED ON -
Values Custodian and role model of the McDonald’s Values
Culture in team – reflects organisations culture All Staff Meetings
Department Meetings
Open Door policy – eg. Chat corners, 7 days in restaurants every quarter
Their role as people managers – “Hard on Performance but Soft of people” – gain trust and
respect
Communication and coaching
Hard calls are theirs and not HR
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Skill requirements:
New competencies are
required to execute new
responsibilities
Work values:
What people believe is
important and becomes
the focus of their efforts;
different sources of
satisfaction are also
available at each
passage
Time applications:
Allocation of time shifts
according to priorities
LEADERSHIP PIPELINE
(Source: The Leadership Pipeline, 2001)
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EVOLUTION OF TALENT MANAGEMENT AT
MCDONALD’S
Accelerated
Development Pilot
Executive
Development
Workshops McD’s Stock
Price $25
Talent
Management Plan
Framework
$32
AOW
Accelerated
Development
$34
McDonald’s Leadership
Institute
Global
Leadership
Development
Program
(GLDP)
Talent
Management
Software
(Limited)
$44
TM Advisory Board
Leadership
competency model
revised
McDonald’s Values
Accelerated
Development
redesign
More rigorous
assessment for
Sr. Leadership roles
Talent Management
Leads established in
all AOWs
$85
2003
2004
2005
2006
2007-12 Talent Management & Leadership Development – one of the CEO’s three top priorities
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“We take the hamburger business more seriously than anyone else”.
~Ray Kroc