[Reader-list] Fast food chains: McMaya & McManagers!!

Sat Apr 23 01:07:49 IST 2005

Mangers in the making.

Ever since I have started working on fast food chains , my primary focus remained on the the crew members who form the major junk of work force in any fast food joint. But then I thought its also important to now a little bit about managers as well. How are they trained to train further and what are kind of briefings do they receive  to perform managerial tasks?

Hence, this posting.
It took me quite a while to get things out from a couple Buddy-managers who I have known. One of them almost became a friend and was quite informal with me. He showed me some of the training documents and his mails that he got from senior managers.

On the basis of this and through few other resourses I am writing whatever I could note on the field ,what I could memorise and what I could quote from documents. 

So, this is what the mangers are told to do , in some way or the other:

1.	Bring  a smile to work: It is said that if the manager consistently has an upbeat attitude ,the staff,will too.Hence they are told to have the kind of fun that benefits the business.Play games to liven the training sessions,hold sales-building contests, keep a sense of humor when things get tough.Hold important meetings outside the restaurant.Set up a humor corner.Designate space on the bulletin board where employees can post cartoons,jokes and other funny materials.
2.	Make a statement: Plan the kick off meeting to be different from any other attendees have seen.Crank popular music as everyone arrives.Set out beverages and snacks .The extent of your preparations will shed light on the level of your commitment .Make a loudand clear statement.
3.	be quick to laugh : at yourself and with your people.Never compromise their respect and dignity.When you observe a mistake ,smile while you coaching and teaching.Laugh it off if appropriate .You will perceived as fun,informative and helpful.
Dont manage with signs: Few crew members will read them with the level of enthusiasm and seriousness with which you write them.In other words, avoid the temptation to grab a marker and scribble out policies,procedures, guidelines and other notices on printer paper.You can imagine how unprofessional it looks to have bunch of hand-written notes taped up on walls and doors.If you occasionally use signs,at least be creative about it.
4.	Use pre-shift meeting time wisely: Use it as forum for group communication.An informal question-and- answer session will enable crew members to provide input from their point of view, allowing them to express opinions will make them feel a part of the team and underscore your approachability.
Also schedule private conversations with every member of your teamAnd do regularly whether its before,during or after the shift. Be careful not to raise unnecessary cause for alarm. If you say I d like to talk to you after the shift, an employee may fear the worst and wonder What did do wrong? Assure everyone that its just the opportunity to get to know each other better.Then ,when you sit down with them, try not to talk business with themMaintain eye contact and smile continuously.Once employee understand that you are simply attempting to have a polite conversation ,they will probably follow suit.If they donnt get it,prompt them with non-business questions.Its okay ,for instance ,to ask what they are studying at college or what their hobbies are.Remember this isnt an interview or an interrogation.

5.	Never be late.
6.	Be organized: The better you establish a daily operational routine, the better you will be perceived as organized and in control.Crew members will respond to your commitments to quality shifts.
7.	Take positive lap: As you leave work each day ,walk through your entire store ,shaking hands with employees and thanking them,by name ,for their efforts and support.  

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Name :		 Maya
Occupation :	 Mc.Employee
Place:           Delhi
Qualification :	 B.A(Music)
Experience: 	Working with McD.for the last 2 years.
Dream: 	        To climb up the ladder and become a Training Manger.

In her words:

 I think I love my job.Thats why I m here for the last 2 years when several of friends  have quit. One of the things,about my workplace and my work, that fascinates me, is the kind of energy that I get when Im here. At McDonalds I am a changed person. I feel more energetic, alert and active. There is something miraculous about it.

The other day I went the ENT specialist. Everyone at home d been telling me that I am hard of hearing, so I decided to take up a treatment. After series of tests, the specialist told me that I have 60% hearing loss!! And I needed a hearing aid!

Since then, it has got into my head. I really have to strain, to listen to what people are saying especially group conversations. This is critical because my parents are concerned & are planning my marriage. Often people( groom & family)come to our home to meet me.
Thats really a nightmare because its always a very formal occasion and I need to talk.They ask me things I cant hear. I often have to ask to repeat. This really bugs my father ,more than anyone else. He feels that my lack of hearing could be detrimental to my potential marriage proposals. I understand his feelings and concerns.

But what really baffles me is that I really have no-hearing problem when I am at work, at my workplace!!
I am always on the move, my mind is always pre-occupied and ironically, customers speak relatively lower than that at home, and yet they are always clear. As a matter of fact, I understand their concerns even before they speak, through their body language and facial expressions. And most of the time, I am right, both, in my anticipation and my interpretation.

I think this has to do something with the environment in which I work. May be, its an ambience-effect that has an effect on my senses, too.  

But I wonder if I could ever explain this to my father?

Often, people come to see me at my workplace,too, with my family, as getting offs arent easy. But this really isnt a hassle because I dont feel intimidated. I, being at work, provides me immense confidence. Unlike being at home, and answering questions!
But I know its an experience that I have by the virtue of my work and is beyond words and logical reasoning.

Nevertheless, I take great pride in what I do. As a crew member, I learn what its takes to succeed. I learn to talk with a wide spectrum of strange people who come has customers, I learn how to cook food properly which, I am sure, is going to help me especially after marriage.

Apart from this I also learn the new ways and importance of cleanliness, the value of showing up on time and what it means to work as an integral member of a team.As a whole, I learn how to take pride in what you are doing, which I find so rare.

While I perform my job, I gain valuable experience and confidence, and at the same time, learn leadership and management skills that last a life time.

I believe that as a crew member, the potential for growth is massive. If you know your job well and do it well, with complete dedication and motivation, sky is the limit.

Infact, many members of our top management team began their McDonalds career as crew members. Charlie Bell,President and Chief Operating Officer, began his McDonalds career at 15 in Australia. Mats Lederhausen,President of McDonalds Business Development Group started with McDonalds as crew in Sweden, Claire Babrowski, President of McDonalds Asia-Pacific Middle East Africa Group,Lynn Crump-Caine Executive Vice-President of McDonalds Worldwide  Operations and Eduardo Sanchez,President of McDonalds Latin America and Canadian Group all began their career as crew employees in their respective hometowns.

And Fred Turner,McDonalds Senior Chairman, was Ray Krocs first grill man!!  

My job teaches to be hard core specialist in whatever I do, and for what ever time period I do it for. I realize it more when I go to other offices, particularly govt. offices and see their work culture. They all seem so demotivated, lazy and disinterested in what they are doing. Be it passport office, driving licence or electricity deptt., its all the same every where; nepotism and bureaucracy.

And its not just the working culture that is sad, its the whole look of the workplace that bores me:the color of the walls, choice of furniture, interior designing, dim lights, no music, everything!! 

 A nd above all, it irritates me most when I see these guys chatting over the phone when they should be doing their job!!

 When we were told not to use mobile phones on floor, I personally got little pissed. But now I see its significance. 

Now I realize how hepp my Work and my Workplace are.

wishing you happiness and health.

Khalid
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