Rather than focusing on differences, what similarities do you expect exists among Mc Donalds customers and employees in both United States and abroad.At least 1000 words

CASE McDonald's Global HR One of the best-known companies worldwide is Mc- 2000, McDonald's had grown to over two million em- Donald's Corporation. The fast-food chain, with its ployees. symbol of the golden arches, has spread from the Operating in so many different countries means United States into 91 countries. With over 18,000 that McDonald's has had to adapt its products, serv- restaurants worldwide, McDonald's serves 33 million ices, and HR practices to legal, political, economic, people each day. International sales are an important and cultural factors in each one of those countries. A part of McDonald's business, and over 50% of the few examples illustrate how adaptations have been company's operating income results from sales out- made. In some countries, such as India, beef is not ac- side the United States. To generate these sales, Mc- ceptable as a food to a major part of the population, Donald's employs over one million people, and by so McDonald's uses lamb or mutton. To appeal to 136 Section 1 HR Management-Strategies and Environment Japanese customers, McDonald's has developed and cashier, the focus is to identify individuals who teriyaki burgers. Separate dining rooms for men and will be friendly, customer-service-oriented employees. women have been constructed in McDonald's restau- A "trial" process whereby some applicants work for a rants in some Middle Eastern countries. few days on a conditional basis may be used to ensure HR practices also have had to be adapted. Before that these individuals will represent McDonald's ap- beginning operations in a different country, HR pro- propriately and will work well with other employees. fessionals at McDonald's research the country and de- For store managers, the company uses a selection termine how HR activities must be adjusted. One profile emphasizing leadership skills, high work ex- method of obtaining information is to contact HR pectations, and management abilities appropriate to a professionals from other U.S. firms operating in the fast-paced restaurant environment. Once applicant country and ask them questions about laws, political screening and interviews have been completed, indi- factors, and cultural issues. In addition, the firm con- viduals are asked to work for up to a week in a restau- ducts an analysis using a detailed outline to ensure rant. During that time, both the applicants and the that all relevant information has been gathered. Data company representatives evaluate one another to see gathered might include what employment restric if the job fit is appropriate. After the first group of tions exist on ages of employees and hours of work, store managers and assistant managers are selected, what benefits must be offered to full-time and part future managers and assistant managers are chosen time employees (if part-time work is allowed), and using internal promotions based on job performance. other operational requirements. For instance, in some Once the restaurants are staffed, training becomes of the former communist countries in Eastern Europe, crucial to acquaint new employees with their jobs employers provide locker rooms and showers for their and the McDonald's philosophy of customer service employees. These facilities are necessary because and quality. McDonald's has taken its Hamburger shower facilities, and even consistent water supplies, University curriculum from the United States and are unavailable in many homes, particularly in more translated it into 22 different languages to use in rural areas around major cities. Also, public trans- training centers throughout the world. Once training portation must be evaluated to ensure that employees has been done for trainers and managers, they then have adequate means to travel to work. conduct training for all employees selected to work at Once a decision has been made to begin opera. McDonald's locations in the foreign countries. 4 tions in a new country, the employment process must begin. Often, McDonald's is seen as a desirable em- Questions ployer, particularly when its first restaurant is being opened in a country. For instance, in Russia, 27,000 1. Identify cultural factors that might be important people initially applied to work at the first Moscow in a training program for food handlers at McDon- McDonald's, which currently has over 1,500 em- ald's in Saudi Arabia. ployees. Because customer service is so important to 2. Rather than focusing on the differences, what sim- McDonald's, recruiting and selection activities focus ilarities do you expect exist among McDonald's on obtaining employees with customer service skills. customers and employees in both the United For worker positions such as counter representative States and abroad