McDonalds Pakistan Im lovinit 1.1Vision: To be the world's best quick service restaurant experience.

Being the best means providing outstanding quality, service, cleanliness and value, so that their foodmakes every customer in every restaurant smile 1.2Mission: McDonald's mission is to be their customers' favorite place and way to eat withi n s p i r e d p e o p l e w h o d e l i g h t e a c h c u s t o m e r w i t h u n m a t c h e d q u a l i t y , s e r v i c e , cleanliness and value every time. 1.3About McDonalds:1 . 3 . 1 R e s t a u r a n t : Aiming to be the world's best quick service restaurant experience, McDonalds started its operations in Pakistan in 1998 and is a leading fast food service retailer for its valued customers. With a strong belief in the phrase when it's green it's growing, McDonald's Pakistan is growing with the focus to provide friendly andquick service restaurant experience to their customers. Currently McDonald's Pakistan is operating in various cities of Pakistan I-e Lahore, Faisalabad, Karachi,Hyderabad, and Islamabad & Rawalpindi with th e plans to cover the customer base in various other cities of the country . McDonald's Pakistan is a part of the Lakson Group of Companies, with a regionaloffice in Lahore and the main Head Office in Karachi. They are operating with anetwork of restaurants to reach our customers for providing friendly services in alldifferent regions of the country

McDonald's a Global Phenomenon : Formed in 1954, McDonald's brand is the leading global foodservice retailer withmore than 30,000 local restaurants serving nearly 50 million people in more than120 countries each day. Its rich history began with the founder Ray Kroc's visionand his commitment, transformed in their talented executives, and will keep theshine on McDonald's arches for years to come.1.3.2 Core Values of McDonalds: Integrity and Honesty

 Open, Respectful and Supportive Prepared to take challenges and see them through Deep regards for Customers, Business partners and employees Quality in Product 1.3.3 Departments of the Organization: Finance Department Human Resource Management Marketing Department Operation Department IT Department Quality: McDonalds is very strict about the quality of services they provide. They dontcompromise anything over quality. Quality is considered to be one of their foremost objectives. They want 100 % quality of service. Quality ischecked on for: High standard of food, services provided to the customers. Communication skills i.e. English speaking skills Appearance and grooming Ability to communicate with guests and handle versatile situations HR Department of McDonalds 2.1 HR Introduction: At McDonald's Pakistan, their people are their most important asset. They providethe best employment experience for their employees in order for McDonald'sPakistan to achieve their goal of providing their valued customers with theworld's best quick -service restaurant experience. They strive to recruit the best, hire the best, and provide the best place to

work The commitment to their employees is shaped on the simple fact "We value you,your growth and your contributions" and this is they strive to achieve throughtheir actions every day. 2.2 HR Planning: HR plannings purpose is to determine what HRM requirements exist for current& future supplies & demands of workers. To realize the M c D o n a l d ' s s e r v i c e vision, the organization believes in strengthening their team and ensures to deliver the right skills and knowledge to the right person for getting the right job done. T h e s t r e n g t h , f o r m a k i n g t h e s t r o n g t e a m p l a y e r s t o s h i n e u n d e r t h e G o l d e n Arches lies in the People Practice and Development Program. HR practices: The field of HRM comes into existence in the result of these questions: How did people come to be employees in their organization? How were they selected? Why do they come to work on regular basis? How do they know what to do on their jobs? How does management know if the employees are performing adequately? And if they are not, what can be done about it

Will today employees be adequately prepared for the technol o g i c a l l y advanced work the organization will require of them in the years ahead? What is the compensation process?The HR department of McDonalds fulfills all the requirement of these questionsi n t h e t r u e s e n s e o f t h e m e a n i n g . A s H R d e p a r t m e n t d e a l s w i t h p e o p l e McDonalds strongly b e l i e v e i n w e l l b e i n g o f p e o p l e b e c a u s e i t i s a k n o w n quotation that If you take over the liabilities of your employees they will take yours

HR Functions Of McDonalds: HR department of McDonalds Pakistan does certain functions : Planning Recruitment & selection Training Administration Company manuals Performance management Decision procedures Define companys policy

2.3 Job Analysis Method: Job analysis is the procedure of determining the duties and skills required for a joband the kind of person who should hired for it.Analyzing the job in McDonalds is done by the Human Resource Department.They develop the job description related to different departments regarding their d u t i e s , r e s p o n s i b i l i t i e s , r e p o r t i n g r e l a t i o nships, working conditions andsupervisory responsibi l i t i e s . O n c e w h e n t h e j o b d e s c r i p t i o n i s p r e p a r e d , restru cturing in the job is done based on the observations of the seniors.In McDonalds job Analysis is done on the basis of Interviews. 2.4 Job Evaluation Method: Job Evaluation means making decision about the wages and s a l a r i e s o f t h e employees on the basis of job analysis it can also be called as compensation.In McDonald There are two types of working hours employees: Part Time Employees Full Time Employees

In McDonalds they have predefined standards on which employees areawarded on the basis of their skill, knowledge and experience. The Full TimeWorking Employees are given salary on monthly basis were as the part timeemployees are given salary on the basis of the total hours they have worke

Recruitment and Selection Process 3.1 Recruitment: Recruitment is a phase that immediate precedes selection. Its purpose is to pavet h e w a y o f t h e s e l e c t i o n p r o c e s s b y p r o d u c i n g i d e a l l y , t h e s m a l l e s t n u m b e r i f candidates who appear to be capable. The objective of recruitment procedure is toattract suitable candidates in order to produce a short list for future investigation in the selection process. 3.2 Recruitment process: In McDonalds the recruiting and hiring process for s e l e c t i n g s t a r t s f r o m t h e applications submitted by the individual. We provide their CVs along with the applications. These applications and CVs are screened out on the basis of: Merit; Institute; and Experience etc. After this, The Candidates who meet the criteria are s e l e c t e d f o r t h e f u r t h e r process. Then the H.R Department lists out the salient features of the CVs (only the accepted CVs). Then the H.R. Manager takes a test based on: English comprehension Basic mathematics I.Q. and Some questions about the particular job, for which t h e applicants have applied. In McDonalds Recruitment is done on the demand of the Organization. There aretwo types of Recruitment is done

 Internal Recruitment External Recruitment 3.2.1 Internal Recruitment: McDonalds do internal recruiting i.e. they select the candidates from the inside b y c o n s i d e r i n g a s p e c i f i c n u m b e r o f i n t e r n a l p o t e n t i a l c a n d i d a t e s w h o h a v e applied for the job on the basis of their past performances and qualifications for t h e r e q u i r e d j o b . A n y e m p l o y e e a t a r e a s o n a b l e p o s t c a n s u b m i t h i s / h e r application for the job. The management has all the information relating to the persons record about the job he/she is currently performing. On yearly basis, thesummary of the employees is maintained in the form of records, which gives theorganization maximum chance in selecting the potential employees as the heads of t h e d e p a r t m e n t s . T h e H R m a n a g e r a n d t h e H e a d M a n a g e r o f t h e s p e c i f i c department interview the selected employees. 3.2.2 External Recruitment: McDonalds often go for the external recruitment they mostly try to go for theinternal recruitment or internal promotion of the employee to the high post but inc a s e a n e m p l o y e e l e a v e s t h e o r g a n i z a t i o n T h e y O r g a n i z a t i o n have a bulk of a p p l i c a t i o n r e c e i v e d t h r o u g h t h e w e b s i t e www.rozee.pk .The organizationadvertise through newspapers or web Criteria Required For Employment: The qualifications required for employment in McDonalds are as follows Appearance and grooming Professional Qualifications

Experience and knowledge Communication skill in English Leadership skills Potential for growth Reasoning and Judgment Computer skills 3.3 Selection Process: With the pool of applicants, the next step is to select the right person for the jobthis usually means whittling down the applicant pool by using the screening tools . In McDonald the selection process involves the following steps: Initial Screening Employment Test Background Investigation Medical Examination Permanent job offer Employment Tests: Every big organization in the world uses a test for the hiring o f p e o p l e , f r o m inside as well as outside. These companies use many types of tests to judge the people we are hiring and to have utmost guarantee that the people we are hiringare perfect from every point of view. These test judge the candidate according to his mental and cognitive abilities.McDonalds take tests as far as their candidates are concerned to check there fullabilities. The tests are of different nature like: Test Of Cognitive Abilities

These kind of tests include IQ tests, general and intellectual a b i l i t i e s , verbal fluency, vocabulary etc. These tests are generally conducted whilerecruiting executives and supervisors. Motor And Physical Ability Tests These tests include checking the performance of the e m p l o y e e u s u a l l y working on the machines in operation department to check their reflexes and while working at their work place Measuring Personality Interests Involves taking into consideration the personal interests and motivations of the person in his field. Candidates ratio: Within the pool of candidates, if the demand is for 1 employee then the ratio for selecting is the employees is 1:5 , and if the demand is for 2 employees then theratio becomes 2:10 and so on. Interviews: When the managers make the selection the phase of interviewing the employeecomes. The interview is taken from the employees in two ways i.e. Top level interviews Low-level interviews .In top-level interviews the General and Division Manager of McDonalds takesthe interview of candidates for the Executive post. In low-level interviews theHeads of the departments takes the interviews of candidates for the Associateheads, officers, managers, and assistant managers posts. After the selection is made the General Manager approves the candidates. Type of Interviews: Paneled interviews are taken from the candidates and the panel consists of the HR manager and the head of the particular department

for the interview is being conducted. If an interview for an important post has to be done for a function headthen the GM himself indulges into it and performs a combined interview. Background Investigation: Once an employee is appointed the investigations and reference checks are done by the HR manager. In McDonalds, reference checking is referred to as revisingthe Job History which contains Job applied for i.e. the experience of the employee for the job. Relevant qualifications. Salary After Conducing the interview and all relevant investigation they employee iscalled to join the job. Number of employees The ratio of women working in McDonalds with respect to men is 1:3. Total employees in McDonalds are more than 1300 plus. The policy of McDonalds ist o g i v e f e m a l e s f u l l c h a n c e t o d o t h e j o b . T h e r e a r e 3 s h i f t s o p e r a t e d i n McDonaldsMorning ShiftEvening ShiftNight Shift Training and Development 4.1 Orientation: Orientation of the new employee is carried out according to priority of heads.Firstly the employee is formally told about what kind of outfit to wear on work.Then he/ she are provided with the orientation kit. The employee has to spend 15 2 0 d a y s i n d i f f e r e n t d e p a r t m e n t s u n d e r o n e s p e c i f i c d e p a r t m e n t l i k e i f a n employee is appointed in the HR department then he/she has to spend 20 days ind i f f e r e n t s u b d e p a r t m e n t s u n d e r t h e H R D e p a r t m e n t l i k e H R d e v e l o p m e n t department, HR administration Department, Hr training Department etc. The headof the department specify the objectives to be carried out.E m p l o y e e s g e t t h e e v a l u a t i o n t i m e o f 6 m o n t h s t o p r o v e t h e i r s k i l l s a n d knowledge about the job being d o n e . A n d a f t e r 6 m o n t h s t h e y a r e g i v e n t h e appointment letters as permanent employees

.2 Training: The employees are given training in the Training Room in the form of lectures.F i r s t l y t h e e mp l o ye e i s g i v e n t h e o n - jo b t r a i n i n g a n d t h e n h e / s h e i s g i v e n t h e a c t u a l t a s k t o p e r f o r m. M c Do n a l d s a r r a n g e s s u mme r c r a s h c o u r s e s a n d w r a p section for the employees. Job Rotation is done within the specific departments and not outside the departments. 4.3 Development: McDonalds is a large organization with many employees worki ng in differentdepartments of the company. Every year the company hires many people for it executive as well as managerial posts. In McDonalds there are different types of development plans for management for e-g MDP 1, MDP 2 , MDP 3 and CLDC(Crew Leader Development Course). There are also development programs for the low level jobs for enhancing the skills of the employees Career Development and Fair Treatment: McDonalds provides facilities to employees for career development during their employment. Different training courses are offered to their employees such assummer crash courses arranged. Transfers of the employees are carried out withthe consent of the employees. The communication of employees is directly with their head of the department. There is a vital concept of two-way communication.A t M c D o n a l d ' s , employment is at will. This means that employees are free t o terminate their employment at any time, for any reason, with or without cause, andMcDonald's retains the same rights. . The M anagement career in McDonald'sOperations starts from the position of Trainee Manager, and follow the path likethe one outlined below. Trainee Manager Second Assistant Manager First Assistant Manager Restaurant Manager Beyond Manager Performance Appraisal

5.1 Performance Appraisal: Performance Appraisal is a structured formal interaction between a subordinateand supervisor ,that usually takes the form of a periodic interview , in which thework performance of the subordinate is examined and discussed, with a view to identify weakness and strength as well as opportunities for improvement and skilldevelopment. 5.1.1 Performance Appraisal Method: Employees in McDonalds have a race to win based o n t h e i r e f f o r t s . T h e employees do their best to give the b e s t p e r f o r m a n c e t h r o u g h t h e i r s k i l l s a n d knowledge. A kind of competition is among the employees to become the best employee. The appraisal methods used are of two types, i.e. Graphical Rating Scale 360 degree Feedback Appraisal interview is taken by the department head only. Progress report is in thehands of the department head. Yearly appraisals of employees are done with inJune-July. Appraisals are done yearly but they can also be done at any time of theyear by the department head on the basis of employees marvelous performance.Through the graphical rating scale the head of the department rate the person according to the performance of its work, skill, knowledge, experience and also onthe performance in the training programs and after the assessment according to therating scale rate the employee is appraised. Upward feedback is done by 360 degrees i.e. information is collected alla r o u n d a n e m p l o y e e f r o m h i s o r h e r s u p e r v i s o r s , s u b o r d i n a t e s , p e e r s a n d custo mers . This term is also known as multi source assessment. Subordinatescan appraise their seniors. With the help of the Employee Satisfaction Survey the heads get to know which employee is giving what type of output. Raise in salary is done by 10%and if performance is also counted then 20% increment isgiven at any time of the year

Compensation and Benefits 6.1 Compensation: Compensation means all forms of pay or rewards going to employee and arisingfrom their employment .It has two main components, direct financial payments (wages, salaries, commission, and bonuses). And indirect payments (financial benefits like employer paid insurance and vacations). 6.2 Employee Benefits: McDonald's benefits program is designed to attract, ener gize, reward and retaint a l e n t e d p e o p l e w h o w i l l p r o d u c e s u p e r i o r b u s i n e s s r e s u l t s a n d e n h a n c e t h e i r leadership position. They recognize the importance of a strong benefits program. People Promise: People Promise is a statement of commitment to every person in the McDonald'ssystem. It is how they remind people what they can expect and how high their goal is: To be the best employer in each community around the world McDonald's and its independent owner/operators have made a commitment totheir employees that they strive to achieve with their actions every day. And to make sure they deliver on this promise, they have in place five people principles.These people principles reflect McDonald's values and describe the culture they embrace. Respect and Recognition: Managers treat employees, as they would want to be treated. Employees arer e s p e c t e d a n d v a l u e d . E m p l o y e e s a r e r e c o g n i z e d f o r m a l l y f o r g o o d w o r k performance, extra effort, and teamwork and customer service Values and Leadership Behaviors: All of employees act in the best interest of the Company. They communicateopenly, listening for understanding and valuing diverse opinions. They accept personal accountability. They coach and learn. Competitive Pay and Benefits: Pay is at or above local market. Employees value their pay and benefits. Learning, Development and Personal Growth: Employees receive work experience that teaches skills and v a l u e s t h a t l a s t a lifetime. Employees are provided the tools they need to develop personally and professionally.

Resources to Get the Job Done: Employees have the resources they need to serve the customer. Restaurants areadequately staffed to allow for a good customer experience as well as to provide schedule flexibility, work-life balance and time for training 6.2.1 Benefit Categories: For McDonald's Corporation employees at corporate, division and region offices,many benefits those are: Medical and hospital facilities Free furnishing on having new home (managerial level) Provident fund ( ESOP) Company vehicles are provided to employees Choice to get new car after five years Umrah packages are offered to employees Leasing facilities are provided to buy cars, motorbikes, etc Picnics are arranged once every quarter McDonalds offer longt e r m b e n e f i t s t o i t s e m p l o y e e s , l i k e g i v i n g t h e m multinat ional visas, et Stress Management 7.1 Job Stress: Job stress is a chronic disease caused by conditions i n t h e w o r k p l a c e t h a t negatively affect an individual's performance and/or overall well-being of his body and mindOrganizational managers are interested in maintaining a low level of job stress for g o o d r e a s o n s : h i g h l e v e l o f s t r e s s a r e s u l t i n l o w p roductivity, increasedabsenteeism and turnover, and a n a s s o r t m e n t o f o t h e r e m p l o y e e p r o b l e m s including alc oholism, drug abuse and a host of cardiovascular problems. J o b Related Stress has been associated with a vast array of diseases, such as

coronaryh e a r t d i s e a s e , h y p e r t e n s i o n , p e p t i c u l c e r s , c o l i t i s a n d v a r i o u s p s y c h o l o g i c a l problems including anxiety and depression 7.1.1 Causes of Job Stress: The causes of Job Stress are: Role Conflict Work overload Job Insecurity High Demand for performance Technology At McDonalds Job Stress is handled by conducting counseling sections in whichthe Counselor identifies the flaw of the employees. Their objective is if people aredelivering and if they have any problem they solve it through counseling 7.2 Negotiation Techniques: Negotiation Techniques are the ways the employer communicates its expectationand goals of the organization to the employees.At McDonald the expectations of the employer are: On Time, Neat and Clean Skills and Training Standards Teamwork Clean Spotless... Tidy... Sparkling. Customer s e x p e c t e v e r y McDonald's will be clean. Welcomed Guest crewmembers make each customer f e e l l i k e a welcomed guest.

Service depends on crewmembers to deliver accurate and friendlyservice with a smile. To communicate these expectations Crew meeting are conducted Critical Evaluation and Recommendations After critically evaluating the HR Functions of McDonalds we recommend thefollowing suggestions Job Analysis information should be collected through structuredquestionnaire because it is more suitable method to collect job analysis information in an organization like McDonalds because it is inexpensiveand efficient way to obtain information from a large number of employees. McDonald is using job position source of internal recruitment but it s h o u l d a l s o u s e Rehiring as a source of internal recruitment becauseformer employees a r e k n o w n q u a n t i t i e s , a n d a l r e a d y f a m i l i a r w i t h t h e companys culture, style, and ways of doing things. This will also reducethe training expenses. McDonalds should use performance stimulation test for managerial p o s i t i o n s b e c a u s e i t i s e f f e c t i v e m e t h o d f o r s e l e c t i n g a n d p r o m o t i n g managerial position .Although it is expensive but very effective method
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