Being located in the right place is always critical in retail. McDonald’s prefers to be located at a place convenient to the people. Various parameters termed as generators by the company are studied to gauge the kind of business that could be generated from the location. Some of the generators are residences shopping areas, offices, entertainment, education institutions and transit points such as stations or bus depots.
Interns of space the company has a requirement of a minimum of 2,500 – 3,000 square feet carpet on the ground floor with a clear height of 11 feet and a frontage of at least 35 to 40 feet Feasibility studies are done and once the location is finalized, the premises may either be bought or taken on a long term lease. The joint venture company makes a majority of the investments. An in house team aided by architects interior designers and legal agencies then work on creating the restaurant.
The people and the training
Service is a key element of McDonald’s operations. Every employee arrives to provide 100 per cent customer satisfaction – for very customer – every visit. This includes fast, friendly and attentive service, accuracy in order taking and filling and anticipation of customer’s needs. Training plays a crucial role in enabling quality service being provided to the customer. The training policies at McDonald’s are based on the philosophy of its founder Ray Kroc who believed that if you take care of your people the business takes care of itself.
When the Indian joint venture was formalized the management trainees were given extensive on the job training in Indonesia. Professionals in Human Resources, Real estate and Construction were hired and International Directors with them to train them in the required areas.
At Mc Donald’s training, is a combination of on floor and classroom training provided by the learning and Development department, with exposure to the various aspects of the business? The projected sales of each restaurant determine its staffing requirements. On an average every restaurant has a staff of 40 – 60 people including managers Induction training is conducted at the time of an employee’s joining the organization. This is done through one–on-one interactions as well as expose to the customer through operations training in the restaurants for a specified period of time. Crew members are trained extensively on all food safety and food handling processes. The trainees work shoulder to shoulder with drew trainers while they learn the operational skills necessary for running the restaurant from front counter to the grill area.
The organization also provides ample opportunities of overseas training to those displaying potential. Restaurant managers are sent to the restaurant Leadership Programs held at the prestigious Hamburger University. Similarly employees of other departments are sent abroad for various relevant training programs.
Service at Mc Donald’s also means making the restaurants more efficient by organizing the kitchen the front counter and the drive through areas and simplifying the restaurant area by eliminating certain sizes and slow selling items.
Restaurant managers walk through the dining areas each hour, to ensure that it is clean and well stocked. All restaurants provide a warm and inviting environment and a variety of comfortable seating arrangements to accommodate anyone – from a single individual to a large family.
When you perceive the product range as nothing but the best providing quality to the customer requires extensive and meticulous quality control. This is a particularly difficult task in a land where a substantial amount of food produce is wasted every year due to lack of proper infrastructure and storage facilities. It was under these circumstances that McDonald’s India went about creating the cold chain infrastructure for its restaurants in the country.
As McDonald’s considers the quality of its product to be of absolute importance, it sets standards fro suppliers that are amongst the highest in the food industry.