Summary of the case This case is all about McDonalds which is known around the globe for the

quality services provided by them. It spreads from United States to 91 other countries with 18000 restaurants serving 33 million people each day. Mc Donalds had to adapt its product, services and HR practices to legal, political economic and cultural factors in each countries. For example, in India beef is not acceptable as food to major part of population so Mc Donalds uses lamb or mutton. HR practices are also adapted. Before Mc Donalds actually star up their business in other country, the HR professionals see how activities must be adjusted. Information can be obtained by contacting HR professionals from other US operating in the country and ask them about factors influencing companys success. Further detailed analysis is done to ensure that all the information provided is true. The information collected is mainly about employment restriction on ages of employees and hour of work, what benefits are to be provided to full and part time employees. Once the decision has been made to begin operation in a new country, the employment process must begin. Many people opt to work for Mc Donalds as customer service is so important for them. Recruiting and selection activities are done considering the employees capability to satisfy customers. For counter representative and cashier, they identify individual who will be friendly and customer service oriented. For store manager, McDonalds look for employees with high work expectation and leadership quality who can cope with changing environment. Once applicant screening and interview have been completed, individual are asked to work for up to a week. This is done so as to know whether the job is best fitted for both employer and employees. As McDonalds stress on customer service and quality, training became important for employees so they took Hamburger university curriculum and translated it into 22 languages. Once the trainers and managers are thoroughly trained, they then conduct training for employees selected to work at McDonalds in foreign countries.

1. Identify Cultural factors that might be important in a training program for food

handlers at McDonalds in Saudi Arabia. For any organization to perpetuate itself and achieve growth, there is a basic need for developing its manpower. It is essential to help develop skills and also to update the knowledge. In light of above statement the cultural factors important in a training program for food handlers are as follows; a. Understanding of religious norms. It is very important to know the religious norms of other countries before actually commencing the business. For instance, Muslim in Saudi Arabia will only eat Halal food. Thus, Non Halal should not be sold at McDonalds in Saudi Arabia.

b. Getting to know the personality of them.

People are born with different characteristics. So, it is of utmost importance from point of view of company to know how to treat them well. This will help the companies to maximize their profit and encourage the customers to buy the products. To respects and to greet elders and younger also play vital role.

c. Learn their language and communication style. It will be convenient for both Arabian customers and employees working there if the employees could learn and speak their language. Employee will be appreciated and respected a lot. On the other hand it will help him in understanding the customer needs. More over if the employee could understand the Arabian communication style they will understand and communicate whatever one feels.

d. Understand the formal and informal regulations.

To know do and dont of the country is important because we have to know the regulations of the country and know what is actually permitted to do in Saudi Arabia. We have to know the rules and regulation of Saudi Arabia in order to assure them that we follow their regulations.

e. The importance of level of flexibility.

The working environment should be flexible in the sense that there should be free flow of information from both the superior and subordinates. On the other hand McDonalds should create such working environment in which workers can balance their work and non- work life.

f. Understand the directness of command. One should be very careful while commanding. We should use such words while commanding which is easy to understand and does not have different meaning. One should be careful enough not to hurt others emotions. It often occurs that what we mean to convey and the way they take drastically differs.

2. Rather than focusing on the differences, what similarities do you expect exist among

McDonalds customers and employees in both the united states and abroad? The similarities that exist among the McDonalds customers in both the United States and abroad are as follows;

a) Positive attitude.

Customers of both United States and abroad have encouraging thoughts towards services offered by McDonalds. They have notion that they will receive the best of best service in the coming future. They are optimist.

b) High motivation

The customers are fully inspired by the goods and services provided by McDonalds. This is because McDonalds have capable employees who are customer service oriented. c) Brand preference. McDonalds is known all over the globe for the quality of product and services provided by them so most of the people prefer the brand. Some people are branding conscious. They try to show their status by going to McDonalds.

d) Clear perception. Customers have clear perception about McDonalds in the sense that they know the quality of service that they offer. More over customers are brand loyal and know the employees dedication towards their work. They have utmost good faith for McDonalds.

The similarities that exit among the McDonalds employees in both the United States and abroad are as follows;

a. Communicative. Employees both in United States and abroad have the capability of understanding and correspond properly to the customers. They clearly understand the message that the

customer wanted to convey. This is mainly because McDonalds, while recruiting and selecting employees they look for those with good communication skills.

b. Learning interest.

Every day the employees are in thirst of doing something new. They want quench the thirst for learning. Employees both in United States and abroad are enthusiastic about learning. They learn something new in order to add up to their qualification and to build reputation of the company.

c. Diversity at work.

Employees are so creative and innovative. They try to add up their personal ideas in creating new things. They better understands the customer taste and preference so they try to modify the existing product by adding some new features to them. Moreover employees keenly observe the work of other employees and try to make up the loop holes of other employees.

d. Positive attitude.

Employees working for McDonalds have positive attitude towards the working environment and nature of work they need to handle. The number of customer they need to handle is relatively high and it is quite obvious that the work sometimes prove to be hectic. In a way the employee may be frustrated bt whatever happen they take it positively. They believe that everything is for their own benefit.

e. Ethical on the job.

The employees are highly ethical in the sense that the employees never try to cheat on their company despite of company located in United States or abroad. They never practice unfair means. Moreover they believe that whatever they earn is for their own self. They are dedicated towards their work.