MCDONALD’S RECIPE FOR SUCCESS
McDonald’s USA, LLC, is famous for its burgers and fries. But last year, its training organization made a name for itself with learning programs that ensure its customers continue to receive the level of product and service they have come to expect.
Article Author:
Lorri Freifeld
By Margery Weinstein
Who isn’t familiar with McDonald’s? Its golden arches are among the most recognizable brand icons in the U.S. What many are less familiar with is the methodical and distinguished learning and development that supports that brand. Training that begins by preparing employees to serve customers at the counter, and extends to programs that help individuals launch their own franchise, is a key to McDonald’s 50-plus-year success story. Last year, the company kicked it up a notch with improved restaurant leadership training, sharpened people selection and processes, and refined coaching and mentoring practices.
Capstone Coursework
Last year, McDonald’s U.S. Training, Learning and Development team partnered with Owners/Operators and Operations Leadership to develop the curriculum for Restaurant Department Management, says Vice President of U.S. Training Diana Thomas. “This is a new and holistic management approach to enable managers to consistently run great restaurants,” she points out.
Three new department manager roles were created to support the changing needs of business operations, all reporting to the restaurant’s general manager. The curriculum design includes innovative approaches, such as Leaders as Teachers, a test-out feature, e-learning, coaching guides, verifications, and virtual collaborations. The department manager curriculum culminates in the Department Manager Capstone simulation, in which teams work together to efficiently run a restaurant in a safe and realistic two-day immersive simulation. “The Department Manager