1230 mr tan kwang cheak the business strategy and success behind hiring of mature employees

Tan Kwang CheakSenior Director, Operations, Planning and HR

McDonald’s Pte Ltd, Singapore

The McFamily Approach -Employing and Engaging Our Mature Workers

• Started in 1955• Over 30,000 McDonald’s restaurants in 119 countries• 1.5 million employees worldwide• Serving 52 million customers every day• Rated “10th Most Admired Company in the World” by

Fortune Magazine in 2011

McDonald’s: A global brand

McDonald’s Singapore: A brand leader for 32 years

• First restaurant opened in 1979 • 120 McDonald’s restaurants in Singapore • Over 8500 employees • Serving over 5 million customers every month

Making it better for Singapore (Video)

What our business

needs

What our people value

A Powerful Force In McDonald’s

Our Customer Value Proposition

Our EmployeeValue Proposition

Our Customer and Employer Foci

Contemporary restaurant experience

Greater accessibility & convenience

Good Food FastPassionate

Great People

SIMPLE, EASY ENJOYMENT

”We are not just a hamburger company serving people… We are a People company serving hamburgers…”

Ray Kroc, Founder

Our People VisionMcDonald’s is … my favorite place and way to work

Best Employer for our People

Our People CommitmentsMcDonald’s is a good place to workMy boss treats me rightMcDonald’s makes my life better

….and we love our Uncles and Aunties

Auntie Lily Cheng, 84 years old, Crew

Auntie Bee Im, 66 Years Old, Manager

James, 60 Years Old, Director (Development)

We Love Them Because they are…..

Fun, Energetic, Young at Heart

Valuable part of our McFamily Teams in Our

RestaurantsAdvise and guide our younger employees

Reliable, Loyal and Dedicated to their

Work

Employing and Engaging Our ‘Uncles’ and

‘Aunties’� Find and Attract

Them� Take Care of

Them� Grow Them� Keep Them

We Focus on Finding Our Right People

We Seek to Attract Great People

• No Age Cap• Competitive Wages

and Benefits – ↑ by 20% in 2011 alone

• On the Job Experience

4 Family

• Flexibility in terms of work schedules and work locations

• Flexibility in their development

4 Flexibility

We Ensure HOTeR for our PeopleHiring Orientation Training

and Retention Focus on Proper Hiring, Orientation and Training (HOT),

particularly in the first 30 days

Front Counter

Lobby

Kitchen

Buddy and Mentor System for All New Employees

Customer Service WorkshopsCustomer Service Workshops

We Simplify our Training Programs and Material

We Invest to Improve Productivity and Help Our Workers Do BetterFrozen Fries DispenserGrill Platens

Handheld order taking Cashless payment

We Invest to Improve Productivity and Help Our Workers Do BetterFrozen Fries DispenserGrill Platens

Handheld order taking Cashless payment

We Ensure that Our Restaurants are the Safest for Our People

In House and Overseas Training

McDonald’s Means Great Opportunities – Our University Accredited Programs

Fun engagement makes happy, productive employees!

ENGAGEMENT from Boardroom to Crew Room…

FUNis encouraged and rewarded

Example : Work Parcel Mtg…Shrek 3 Launch

We engaging Our People via Different Ways

Outings CelebrationsOutings

Team Bonding Family Days

Alignment, Reward and Recognitionfor every Crew and Manager

We Engage Our People!

Our People Are Engaged through Our Community EffortsMcHappy Day programs

McDonald’s CaresOlympic Day Run Ronald McDonald

House Charity

I-Story Video

THANK YOU