[Reader-list] Fst food chains: McDonald'a..who's lovin it?

[ish at sarai.net]

Nice, very impressive and detailed research. Well you have just put it all
there the neo-slavery to rule books and numbers (cost below 15% of sales  
n etc). But the only difference is that(workers/Managers/Slaves) in the
present circumstances have to pull it off  with a smile on their faces.




On March 27, 4:47 pm "Khalid" <zzjamal at rediffmail.com> wrote:
>   
> Yeah...after having researching in Fast food chains for almost a year
> now,I have certainly learnt one thing, well enough, to share with you
> all. Here it is:
> Life is Uncertain. Eat dessert first!!
>
> Well, keeping that in mind let me introduce the “ the Insights of
> McDonald’s” to you,today.Lets call it……
>
> Work,Work,Work!!!
>
> The hours for which workers have to work is unfair-they are expected
> to work in shifts.Any shift.It may be all night from 4pm to 6-7 am the
> following morning.They are never paid extra for working those extra
> hours.Lunch breaks are always shortened on busy days which are Friday
> nights and weekends.Staff are only allowed to go out for a “quick fag”
> or “ coffee’,to keep them awake!!
> They are expected to serve at speed.Customers would be expected to
> wait two minutes in line and only 1 minute after the order had been
> taken.On most occasions especially weekends this would be impossible. 
> But McDonald’s has ridiculous expectations of their staff for the
> amount of money that they actually earned.18 rupees per hour!!
> All the Training Information used by McDonald’s came out of one
> book,the Training Manual,which is basically the McDonald’s bible of all
> rules and regulations.It is a very large book almost the size of our
> MTNL telephone directory !!McDonald’s managers are supposed to know
> everything that is in it.Copies of this manual is also very tightly
> guarded.
> This manual makes it very clear to all employees: We,the
> McDonald’a,are very closed to the press.As a general rule,no employee
> were to talk to the press unless authorized.
> The work is bound to be greasy and high pressurebecause it is” fast
> food work”.Most people realize this when they first join
> McDonald’s.They realise, it is the  sort of job where there is no room
> for slackers.
> The DiVinE TaRgeTs.
>
> Every evening careful calculations were done in order to work out
> manning levels.This was done by the following method.The tills in the
> McDonald’s storecan print out,at any given moment  in time,the amount
> of money that has been taken during the day or since the last print
> out.It was therefore possible to get an analysis from each till of how
> much money was taken every hour.By knowing the number of staff that
> were employed every hour,it was possible to work out the takings per
> head per hour.This was an optimum figure for such takings per head per
> hour,which meant that the store was running with exactly the right
> number of staff for that particular hour.If the actual figure is
> highter than the optimum target figure ,then the store is understaffed
> and more stay ought to be taken on.If the level was below the optimum
> number, the store is overstaffed during that hour  and the levels have
> to be pruned.The effect of these calculations was that the manager
> would be able to predict,for each hour of the week,how many staff he
> would need and could therefore,trim very finely,his manning levels to
> suit profitability. I cannot figure out what the optimum figure was at
> Lajpat nagar McDonald’s in Delhi,when the store was operating at
> so-called optimum staffing level,the staff was generally pushed and the
> pressure was fairly high.
> If the store was found to be running with staff costs which were too
> high,the store manager would get into trouble with the Area Manager and
> also his superior,the Area Supervisor.
> Each store is given a target for running costs per week.If there  is
> no increase in this figure without the proportionate increase in
> takings ,then the manager will be in trouble.There was, therefore, a
> great deal of pressure on them to keep expenses within targets.There is
> a specific weekly target ratio relating to staff salaries as a
> proportion of takings.
> Well, time to wipe your tears and quit feeling sorry for these
> managers.Only.
> Infact, most of the crew in the store are made to feel as if they are
> fully expendable.According to the theory of McDonald’s manual,if the
> cwer member is noe doing what he or she should,then management is
> supposed to file a report,give a warning or discipline the member of
> staff.This process is meant ot be carried out in private,the crew
> member being taken off the floorinto the Manager’s office and the
> misdemeanor discussed with him/her away from rest of the crew.
> But this rarely happened.(  ah..ah..hold your tears please..!!)
> The reality was that an errant crew member( only Him) would just be
> given repeated toilet duty,he(and not she..) would be shouted out in
> front of the crew and humiliated publicly.Invaribly ,if a crew member
> answer back in these circumstances,he was sent home immidietly and was
> obviously not paid for the hours not worked!!  Some employees who
> were sent home this way just did not come back( especially
> freshers),although some did. I have’nt yet found anyone who was
> actually sacked in accordance with the proper disciplinary procedures,
> which are lengthy and provide for several stages of discipline before
> sacking.Most employees( again the freshers)generally get too fed up
> with this kind of treatment (often on their first day..!!) and leave.
> Let me stress that the training theory of McDonald’s  Management is
> actually very good.It is indeed a useful training in
> itself.However,there is vast difference between the theory and the
> practice.
> Nothing unusual for me.
>
>
> Work until you are KNOCHED-OUT..come-on.. YOU are TRAINED to SWEAT!!
>
> Workers in catering do badly in terms of pay and conditions.They are
> at work in the evenings and at weekends,doing long shifts in
> hot,smelly,noisy environments.Wages are low,as usual,and the chances of
> promotion minimal.
> Its obvious that all large chains-stores and fast food joints depend
> for their fat profitson the labour of young people.McDonald’s is no
> exception.Three quarters of its workers are under 21.The
> production-line system deskills the work itself: any one can grill the
> burger , cleaning toilets or smiling at customers,as I said
> before,needs no training.So there is no need to employ chefs or
> qualified staff-just any body prepared to work for low wages,will do.
> As a matter of fact,what is wrong with McDonald’s is also wrong with
> all the junk-food chains like Pizza hut,Subway,Pizza Corneretc.All of
> them hide their ruthless exploitation of resourses and people behind
> the façade of colourful gimmicks and “ family fun”.The food itself is
> the same everywhere.Only the packaging changes.The logo changes.
> McDonald has Golden Arches.Two parabolas!!
> On Labor Costs
>
> McDonald’s aims to keep labor costs within 15% of any outlet
> sales.”Its very tight”,says one store manager.” “If sales are
> down,labor costs must come down: You have to cut staff and make the
> remaining work harder!!”
> “Labor is the big one we hear from head office” says another.” A
> really high volume store could run at 10% labour,because the bodies are
> always in motion.But in quiet store you still have to keep a foundation
> crew which is why labour slips up occassionaly to 16-16.5%.The pressure
> to keep labour costs dowm means having less bodies in the store,so we
> are running around all the day ,all night.Otherwise labour would be
> right through the ceiling”
> To stick to the 15%-rule,high productivity is extracted from a
> “flexible” workforce of part time and temporary workers,mostly youth
> and women.They work for unsocial hours with no security for low pay.
> An average store has 80 people on its payroll,although it varies from
> store to store,80% of McDonald’s staff are part timers.According to the
> company,an average cwer member works 25 hours a week.But many work
> more. By employing part timers, many of whom effectively work full
> time,the store can cover unsocial hours without paying overtime and can
> adjust worker’s hours on weekly or even daily basis as sales and staff
> members fluctuate.
> “ Only a ‘skelton’, staff is scheduled for each shifts as a matter of
> deliberate policy to keep costs  within the 15%  ceiling.We are always
> under-staffed”, whispers a friend manager.
> Flexi hours: The Mystery Unravelled.
>
> “Flexibility” amounts to an absense of job security.Workers taken on
> for seasonal peaks are laid off when the pace slackens.McDonald’s
> policies epitomize the “ flexi work force strategies employers are
> pursuing to reduce labour costs.In the cold language of employers,it
> means maintaining a “ core” of permanent workers supplemented by a “
> periphery” of part-time and tempory workers.
> This probably also explains McDonald’s lack of concern about its high
> staff turn over.With in a month,7 out 10 starters drop out. You are
> veteran,if you lasts 4 months!!
> No one ever syays more than 6-9 months unless they want to get into
> management.” It’s the pressure,heavy hours,awful pay –over all a
> degrading job, having to clean tables and scrub floors in front of all
> the customers- and always having to wear SMILE.”,says 18 year old
> Sandeep.
>
>
> “…..But Imlovin it!!”
>
> McDonald’s promotes from within,encouraging crew members to work
> their way up.Here is one store manger with his version of McDonald’s:
> “ I started on the shop floor with no intention of going into
> management.Today,I am Assistant Store Manager.And as far as I can see
> McDonald’s says it is an equal opportunities employer and I think it
> really is.For crew and for managers,the constant pressure is good if
> you can take take it. Yesterday morning I started work at 7,went home
> at two,came back at midnight to do a stock take and I have been here
> ever since-now its 1.30 in the afternoon.I ‘m falling asleep.I have
> doing 75-80 hours a week,and the salary for 40 hours.But I guess that’s
> a deal: a given situation.I accept it because I like it.”
>
> “…..But Imhatin it!!”
>
> This is another manager:
>
> “The constant pressure from head office is awful.You have to keep
> labour costs down,so in a quiet store,managers tie themselves to the
> stations and run around like a crew.Why this constant pressure to make
> as much profit as possible when we are losing more managers than
> anything else? You talk to other managers on courses,and out of
> 15,chances are, 5 will be on the verge of leaving”
> On the Burgerline
>
> “ 12 Big Macs down”.I push bun bases in the toaster,right?” Dress
> these regular please.”I’m sqirtin ketchep when the toaster start
> bleepin buns are done.” Where’s the regulars?”” Speed up!”” The guy
on
> the grill is giving me the grief because is burn inand the main man is
> bawlinat him.Me legs are jelly,me throat dry and me head exploding
> under this stupid “M”.Why’s this cheese on crooked? “Give me Big Mac
> bases now!!” “Ooutta onion I run to the freezer” What’s goin on? “Why
> all this mess? “Clean it up”As I start wiping trays ,the timer
> flashes,meat needs turning ,the toaster’s buzzin and someone is yelling
> at me to get some ketchep.I want to swear at the other crew that I
> can’t   do everything at once but just slap crowns on the finished
> burgers shoting:”12 Big Macs up”.
> And all this in 160 seconds!!
>
> Hi-tech with no-tech jobs!!
>
> McDonald’s pioneered the process of rationalizing the production and
> introducing hi-tech which has transformed catering into unskilled
> jobThey combined the standardized mass production of the assembly line
> with a flexible response to momentary fluctuations in demand.For the
> multinational chains,the system spelt higher productivity and lower
> wage bills.For workers,it spelt,a deterioration in the quality of their
> jobs.
> Catering once depended on the trained chef and apprentices.In
> McDonald’s those skills have been replaced by computerized
> technology,standardized products and the precise planning of each
> subdivided task.The is no room for creative chefs in this
> factory.Workers all over the world perform exactly the same repetitive
> tasks to prepare the same Big Mac.
> McDonald’s eliminated all demarcations and any career structure based
> training and skills.The chef,the assistant chef,waitress,and cleaner
> have been leveled down to the uniformed crew member.Everyone at
> McDonald’s cleans,goes on tills, on grill,on fries,on lobby.This
> enables the corporation to follow the “ flexible work force” strategy
> on which its profits rest.
> Control over the work force and their productivity is achieved in a
> number of ways.Managerial supervision is increasingly is excercised by
> technology itself,with innovations to increase the worker’s speed
> constantly being installed.Computerized machinery regulates the pace of
> work at each station to the precise second.
> The forced pace puts intense pressure on both managers and workers.In
> the heat of the moment ,tempers become frayed and each worker blames
> the other for holding up!!
> Starry Affair
>
> The corporation has fabricated an elaborate system of hierarchies and
> individual incentives which keep the workers “SMILING” at the customers
> but each other’s throat.Everyone is assigned to a team of workers at
> different levels.For the first 3 weeksyouare a Green badge; then
> progess to a Yellow badge and compete for the Gold stars awardedfor
> fry,grill,cleanliness ,servise and personal.Performance is reviewed
> every two months and pay every 4 months,star bringing financial
> rewards.If you win all five Stars,you wear white shirt,before joining
> the white badges in line for management You finally take off your tag
> when you become a store manager.
> Workers in each grade are accountable to those above and control the
> workers below,chasing them to meet production targets.Otherwise they
> may not get their starsand pay rises at the next review.
> The constant spot checks by higher grade employees increase
> competitiveness and the diligence with which workers harass their
> subordinates.”Its always everyone for themselves”, says one
> workers.”You get the feeling that none trusts the other”.
> Whether you get the Stars or selected for the Management
> Training,does’nt always depend on merit but whether you are pally with
> the management.
> And for all the talk of Team work,McDonald’s promotes a cult of
> individuality.”Some people wait for the future “ they say” Some people
> push it along”
> “We don’nt have WAITERS” Pinned on the sore’s noticeboard is a list
> of crew who “DID exceptionally well last week”.
> Another piece of paper says” Employee of the month”
>
> And yet another says” RISING STAR”
>
>
> Further, control is exercised and dissatifaction diffused through
> periodic “Rap sessions” and “Bitch Sessions”. Central management meet
> with workers to discuss their complains ,particularly against Store
> Manger.
> But the word in the air is “ They are all friends”
>
> So,I as a researcher,can conclude that McDonald’s, atleast those I
> have been visiting,is a terrible revenge on Delhi for all the American
> business being outsoursed in NCR!!!
>
>
>
>
>
>
>
> wishing you happiness and health.
>
> Khalid