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McDonald's: Creating effective stakeholder relationships - Investing in employees

Investing in employees

Well-trained crew and managers are the first step to delivering great QSC for its customers. McDonald's aims to provide career opportunities that allow employees to develop to their full potential. This includes a comprehensive training programme and offering good career progression.

Employees work towards a number of qualifications following a clear training and development programme. This makes it easy to see exactly where they are and where they can go within McDonald's NZ.

The employees learn everything from food preparation to logistics and leadership skills - all of which can be credited towards New Zealand Qualifications Authority (NZQA) recognised professional qualifications.

Employees work through McDonald's Qualink programme, developed in partnership with the Hospitality Standards Institute. The programme is recognised with a NZQA-approved National Certificate.

In 2005, McDonald's won the Supreme Award at the Hospitality Standards Institute Excellence in Training awards.

Investing in employees leads to greater employee retention, which reduces recruitment costs, keeps cumulative knowledge in the company and ensures that there are always enough fully-trained employees to deliver McDonald's high level of service. The investment in training and development allows McDonald's staff to offer customers optimum service, increasing customer loyalty, and, ultimately, company profitability. The creation of clear career paths ensures that employees are less likely to look elsewhere for the next stage in their career as they can progress within McDonald's, often to management or franchisee level. This allows McDonald's to retain dedicated and talented staff members.


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Associated with:
Learning Area(s):
  • Business Environment | Developing organisational culture
  • Business Environment | Stakeholders
  • Business Environment | The external environment
  • Business Environment | Types of large organisations
  • Business Structure and Organisation | Forms of ownership of large organisations
  • Business Structure and Organisation | Franchising
  • Business Structure and Organisation | Organisational structures:overview
  • Communication | Effective communication models
  • Human Resource Management | Training and development systems and programs
  • Marketing | Product development
  • Marketing | Promotion strategies and their application
  • Operations Management | Materials management
From: Edition 7

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