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Insights into the impact of Intergenerational Working
David FairhurstSenior Vice President, Chief People Officer – Northern Europe
McDonald’s Restaurants
“Typical” McDonald’s employees?
Work Experience programmes
Hire for Commitment
Labels
Labels
Hire for Commitment
McDonald’s business model
Committed People
Cleanliness
Service
Quality
CustomerVisits Sales Profits
Employee Engagement Business Growth
Confidence
Competence
Customer Loyalty
‘Simple, Easy, Enjoyment’
Shining a light on the future
Insight
Shining a light on the future
Insight
Application of academic rigour
We have the technology …
Impact of engagement on performance
Mostly Negative Mostly Positive
Impact of engagement on performance
Mostly Negative Mostly Positive
We have the technology …
Spot the pattern …
Low Mean Age High Mean Age
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Customer Satisfaction: Quality
Low Mean Age High Mean Age
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Customer Satisfaction: Service
Low Mean Age High Mean Age
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Customer Satisfaction: Cleanliness
Low Mean Age High Mean Age
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Customer Visits
Low Mean Age High Mean Age
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Customer Visits Variance
Low Mean Age High Mean Age
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Sales
Low Mean Age High Mean Age
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Sales Variance
Low Mean Age High Mean Age
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Spot the pattern?
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
McDonald’s business model
Committed People
Cleanliness
Service
Quality
CustomerVisits Sales Profits
Employee Engagement Business Growth
Confidence
Competence
Customer Loyalty
‘Simple, Easy, Enjoyment’
What do you love most about your job with McDonald’s?
What do you love least about your job with McDonald’s?
#1 “Triplet”
#1 “Pair”
#1 “Single”
#1 “Simile”
70% of respondents value their relationshipwith their colleagues
“Family” … parents and grandparents
Gen Up
We have the technology …
We have the technology …
Impact of Later Life Workers
Impact of Later Life Workers
Inclusive good for staff and customer
“There are mothers with toddlers, grannies with pushchairs, young pairs folded gently into each other, two Goths wreathed in chains, a benign and bespectacled older couple; indeed, a clutch of oldies. Plenty of singles. And the full range of ethnic diversity. They are all completely at their ease.”
Committed People
CustomerVisits Sales Profits
Employee Engagement Customer Loyalty Business Growth
McDonald’s business model
Commitment77% 86%2004 2009
Competence86% 93%2004 2009
Confidence68% 83%2004 2009
Simple Easy Enjoyment
Up Up Up
1. Shining a light on the future
Insight
1. Shining a light on the future
Insight
2. The power of generational diversity
3. The danger of labels
Insights into the impact of Intergenerational Working
David FairhurstSenior Vice President, Chief People Officer – Northern Europe
McDonald’s Restaurants
