1230 mr tan kwang cheak the business strategy and success behind hiring of mature employees
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Tan Kwang CheakSenior Director, Operations, Planning and HR
McDonald’s Pte Ltd, Singapore
The McFamily Approach -Employing and Engaging Our Mature Workers
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• Started in 1955• Over 30,000 McDonald’s restaurants in 119 countries• 1.5 million employees worldwide• Serving 52 million customers every day• Rated “10th Most Admired Company in the World” by
Fortune Magazine in 2011
McDonald’s: A global brand
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McDonald’s Singapore: A brand leader for 32 years
• First restaurant opened in 1979 • 120 McDonald’s restaurants in Singapore • Over 8500 employees • Serving over 5 million customers every month
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Making it better for Singapore (Video)
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What our business
needs
What our people value
A Powerful Force In McDonald’s
Our Customer Value Proposition
Our EmployeeValue Proposition
Our Customer and Employer Foci
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Contemporary restaurant experience
Greater accessibility & convenience
Good Food FastPassionate
Great People
SIMPLE, EASY ENJOYMENT
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”We are not just a hamburger company serving people… We are a People company serving hamburgers…”
Ray Kroc, Founder
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Our People VisionMcDonald’s is … my favorite place and way to work
Best Employer for our People
Our People CommitmentsMcDonald’s is a good place to workMy boss treats me rightMcDonald’s makes my life better
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….and we love our Uncles and Aunties
Auntie Lily Cheng, 84 years old, Crew
Auntie Bee Im, 66 Years Old, Manager
James, 60 Years Old, Director (Development)
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We Love Them Because they are…..
Fun, Energetic, Young at Heart
Valuable part of our McFamily Teams in Our
RestaurantsAdvise and guide our younger employees
Reliable, Loyal and Dedicated to their
Work
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Employing and Engaging Our ‘Uncles’ and
‘Aunties’� Find and Attract
Them� Take Care of
Them� Grow Them� Keep Them
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We Focus on Finding Our Right People
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We Seek to Attract Great People
• No Age Cap• Competitive Wages
and Benefits – ↑ by 20% in 2011 alone
• On the Job Experience
4 Family
• Flexibility in terms of work schedules and work locations
• Flexibility in their development
4 Flexibility
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We Ensure HOTeR for our PeopleHiring Orientation Training
and Retention Focus on Proper Hiring, Orientation and Training (HOT),
particularly in the first 30 days
Front Counter
Lobby
Kitchen
Buddy and Mentor System for All New Employees
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Customer Service WorkshopsCustomer Service Workshops
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We Simplify our Training Programs and Material
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We Invest to Improve Productivity and Help Our Workers Do BetterFrozen Fries DispenserGrill Platens
Handheld order taking Cashless payment
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We Invest to Improve Productivity and Help Our Workers Do BetterFrozen Fries DispenserGrill Platens
Handheld order taking Cashless payment
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We Ensure that Our Restaurants are the Safest for Our People
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In House and Overseas Training
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McDonald’s Means Great Opportunities – Our University Accredited Programs
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Fun engagement makes happy, productive employees!
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ENGAGEMENT from Boardroom to Crew Room…
FUNis encouraged and rewarded
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Example : Work Parcel Mtg…Shrek 3 Launch
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We engaging Our People via Different Ways
Outings CelebrationsOutings
Team Bonding Family Days
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Alignment, Reward and Recognitionfor every Crew and Manager
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We Engage Our People!
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Our People Are Engaged through Our Community EffortsMcHappy Day programs
McDonald’s CaresOlympic Day Run Ronald McDonald
House Charity
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I-Story Video
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THANK YOU