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MGT 431 Development and Training Paper Week 3 Team Paper

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Running head: DEVELOPMENT AND TRAINING
PAPER
1
Development and Training Paper
TEAM MEMBER’S NAME
MGT 431
DATE
TEACHER

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DEVELOPMENT AND TRAINING PAPER 2
Development and Training Paper
Employee training is vital to the success of any business, especially a business, such as
McDonald’s, trying to operate uniformly in markets all across the globe. Training involves an
expert in that field who works with employees to help them build up certain areas of knowledge
or skills to improve in their current jobs as well as carry out the organizations strategic goals.
McDonald’s is an organization the prides themselves on quality, service, and cleanliness.
Because of consistent and dedicated training, going to a McDonald’s in California carries the
same experience and standards as going to one in New York. In order to achieve this success
training and development begins at the first welcome meeting of new hires. The company seeks
different methods of training consisting of classroom training as well as on-the-job training.
Employees must be trained in operating equipment, procedures, values, quality control,
cleanliness, and customer service.
Monitoring and evaluating employee development is also a vital piece to the plan. By
understanding what the company needs the employees to do and by keeping the turn-over rate
down, it is evident the impact it has had on the success of the company. "Today, McDonald's
stock is trading at nearly $60, same-store sales have grown for the 56th straight month and the
company can boast of having achieved double-digit operating-income growth during the onset of
last year's financial crisis (Patnaik & Mortensen, 2009).” This paper will explain just how
McDonald’s achieved its success through training and developing by exploring the company’s
needs, design and development of their training programs, implementation of these programs,
evaluating performance, and reinforcing and sustaining these methods.
Needs assessment

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DEVELOPMENT AND TRAINING PAPER 3
McDonald’s success relies on the high standards of quality, service and cleanliness
offered to consumers worldwide in each restaurant. This all starts with defining and following
through with effective training needs. McDonald’s begin their training at Welcome Meetings in
which they explain the company’s standards and expectations. This is an essential training need
in that it offers much needed information to all new employees. How will employees do what
they are expected if they don’t know what that is. The training needs at McDonald include
teaching employees the skills to work at each station within the facility.
Employees must be trained to manage the foodservice equipment, gaining knowledge of
McDonald’s operational procedures. “All new employees have an initial training period. Here
they are shown the basics and allowed to develop their skills to a level where they are competent
in each area within the restaurant” (The Times 100, 2010). One of the most important training
needs at McDonald’s is teaching quality customer service skills. Because McDonald’s builds
their success around the happiness of their customers, communication, effective listening, and a
kind attitude are all essential traits an employee must obtain to do his or her job successfully.
When the training needs are outlined, the materials in order to achieve these needs are the next
vital step.
Design
As far as materials, McDonald’s uses the equipment they have in every day work
operations. “Crew trainers work shoulder-to-shoulder with trainees while they learn the
operations skills necessary for running each of the 11 workstations in each restaurant, from the
front counter to the grill area” (The Times 100, 2010). Most of the training is on-the-job training
because people learn more and are more likely to retain more information while being able to

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