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Table of contents
1.Overview2 2.History2 3.Franchise Operations3 4.Locations of McDonald's Australia.3

5.Objectives and Measurements.4 6.Mcdonalds Australia Human Resources.5 7.People Management Issues Of Mcdonalds..5 8.Vision & values...6
9.Type of business operation.6

10.Sales ..7
11.Materials sourced in Australia.7

McDonald's Australia
1.Overview:
The McDonalds system is the largest quick service restaurant operation in Australia and has a significant impact on the national economy. An Australian subsidiary of the US Corporation, McDonalds Australia commenced operations in NSW in 1971 and has to date opened more than 730 restaurants nationwide. McDonalds is arguably the largest employer of youth in Australia, one of the largest purchasers of raw materials and a generous sponsor in the community. The opening of a McDonalds restaurant creates up to 70 new jobs in a local area. It also creates many opportunities for the local construction and building industry, stimulating the growth of numerous small businesses through sub-contracting relationships. The impact of McDonalds can be seen in the evolution of our local industries from agriculture to equipment. New products are being developed in Australia from specially grown potatoes and tomatoes to state of the art machinery and equipment and many of our suppliers have taken the opportunity to extend their success in Australia to new export markets in Asia and the Pacific. The last year has also seen our commitment to a healthier lifestyle through a new menus launch Salads Plus and we have also recently introduced a breakfast option for customers of cereals and fruit. In 1971, we opened our first restaurant in a Sydney suburb called Yagoona. Today there are over 780 McDonald's across Australia, with around 85,000 people employed in our restaurants and management offices. With more than one million people coming through our restaurants every day, it's their trust in our integrity that keeps them coming back. We earn that trust by respecting our customers and employees, and delivering outstanding quality, service, cleanliness and value (QSC&V).McDonald's Australia Limited is an unlisted Australian public company limited by shares. It's a franchise business with more than two thirds of Australian restaurants owned and operated by individual businessmen and women. The remainder of the restaurants are run by company staff.

2.History:
In 1954 in the USA there was a milkshake machine salesman named Ray Kroc. Ray received an order from the McDonald brothers' hamburger outlet in California, and was impressed by their company - the menu was simple and cheap but the hamburgers were good; the fries were made in-store; and the shakes were thicker than usual.Ray made them an offer. "Let me open new McDonalds stores and I'll give you half of one per cent of the gross sales for the use of the name and the idea."The McDonald's brothers accepted and Ray opened his first store in Des Plaines, Illinois. He began to build the business by granting franchises to local entrepreneurs.By 1960, he'd opened 200 restaurants throughout the USA. In 1961 he bought the McDonald brothers' share of the business for $3 million and in 1965 the company became the McDonald's Corporation.Today, we've got more than 30,000 restaurants in over 120 countries. Every day, we're serving meals to more than 50 million people worldwide

3.Franchise Operations:
McDonalds is widely recognized as the most successful franchise organization in the world. Over 490 Australian McDonalds businesses are owned and operated by Franchisees (or Licensees as they are also called). Franchisees are individual businessmen and women who invest and work "hands on" in their own McDonalds restaurant. The success of the system lies in the entrepreneurial skills and individual commitment Franchisees bring to the McDonalds organisation. It is also a long term relationship Licensees enter into with McDonalds; most of our franchise agreements are for a 20 year term. As local business owners, Franchisees are typically active members of their community and support a wide range of groups and organisations. Their businesses often provide job opportunities for youth in their area and they are well-respected employers and trainers of those young people.

4.Locations of McDonald's Australia:

Most popular McDonalds locations: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. Business Name McDonald's 538 Kalamunda Rd McDonald's Cnr Campbelltown Rd & Harbord Rd McDonald's 201 Pacific Hwy McDonald's 1/47 Mews Rd McDonald's Cnr New England Hwy & Thornton Rd McDonald's Chapman Rd & Durlacher St McDonald's Hay Street East & Barrack St McDonald's Boulder Rd & Roberts Rd McDonald's Cnr Russell St & Forestway McDonald's 370 Princes Hwy McDonald's 94 Silvyn St Suburb Northbridge Woodbine St Leonards Fremantle Thornton Geraldton Perth Kalgoorlie Frenchs Forest Woonona Redcliffe Phone (08) 9454 2613 (02) 4628 2555 (02) 9436 3344 (08) 9430 4308 (02) 4964 1305 (08) 9964 8880 (08) 9325 2451 (08) 9091 9300 (02) 9975 1222 (02) 4285 6248 (07) 3883 2644

4 12. 13. 14. 15. 16 17. 18. McDonald's 799 King Georges Rd McDonald's Kenihans Rd & Regency Rd McDonald's 827 Ruthven St South McDonald's 39 Burrendah Boulevard McDonald's 349 Charles Street McDonald's 799 King Georges Rd Happy Valley Toowoomba Willetton North Perth Moree Dapto (02) 9546 6344 (08) 8387 1122 (07) 4636 1600 (08) 9310 9488 (08) 9443 4233 (02) 6752 7600 (02) 4262 1087

McDonald's
329 Frome St

McDonald's Moombara St

5.Objectives and Measurements:

The overall objectives of the Action Plan and the measurements are as follows: OBJECTIVES 1. To raise the level of awareness of issues affecting people with disabilities amongst all crew, restaurant managers, Licensees and corporate staff to provide sensitive, helpful and respectful service to customers. 2. To ensure access to goods, services and facilities particularly in respect of existing buildings and facilities, except in cases of unjustifiable hardship.

MEASUREMENTS Employee opinion survey results Customer satisfaction survey results Customer feedback No of complaints resolved % of restaurants that meet the Building Code of Australia DDA Standards Customer satisfaction survey results Customer feedback Complaints received/satisfactorily resolved

The seven key strategies outlined are: Policy development and corporate planning Responsiveness to people with a disability as customers and employees Recruitment Employee training and disability awareness New building compliance

5 Improvements to existing buildings and facilities Communication, evaluation and review of Action Plan.

6.Mcdonalds Australia Human Resources(Strategy and Key HR Challenges and Organisations Background )
One of their group members currently holds a position at a McDonalds franchise on the Gold Coast. As a team they have collectively decided to take full advantage of this connection, and establish a sponsorship agreement with the Coolangatta Store. This store is one of four that the owner Michelle and Peter Orton own and run; Marina Mirage, Burleigh Heads, Coolangatta and Tweed Centro these four stores currently make up the over 780 McDonalds franchises Australia wide employing around 85,000 people. The Coolangatta store they will be focusing on consists of six fulltime managers, an area co-ordinator, six crew trainers and 28 crew members The McDonalds organisation is committed to QSC quality, service and cleanliness. In doing this they are striving towards gaining trust and respect from their customers. The restaurant chain primarily sells fast and convenient foods such as hamburgers, fries, chicken products and desserts, but also caters for the health conscience by delivering heart tick approved meals and deli choice options. As part of their marketing mix they have differentiate themselves from competitors by placing an emphasis on customer satisfaction and the customer experience as whole. In comparison to Hungry Jacks the burgers are better slogan which stresses only the burgers are better. The McDonalds organisation has a very distinctive culture. Their mission statement illustrates the importance the company holds in creating a happy and productive work force. With statements such as At McDonalds, people are the key to our success.

7.People Management Issues Of Mcdonalds:

McDonalds is large corporation with thousands of employees, working in stores situated all over the world. This globalisation of stores insures a need for a diverse workforce in every McDonalds store, in order to reflect the current diversity around the world. This diversity can in turn cause problems of discrimination, which must be managed to ensure McDonalds stores remain successful. McDonalds is also known for its consistency in providing the same quality product and service, no matter which store you visit (McDonalds Australia, 2010). In order for McDonalds to ensure this happens, a specialisation of jobs is required, allowing each part of the McDonalds process to be completed with the same quality. Job specialization McDonalds is a well renowned fast food restaurant with more than 30,000 McDonalds restaurants in over 120 countries around the world (McDonalds Australia, 2010; McDonalds Corporation, 2010b). McDonalds Australia (2010) states that greater than two thirds of their Australian restaurants are owned and operated by franchisees, with the McDonalds Company running the rest of the stores. McDonald's vision is to be the world's best quick service restaurant experience. Being the best means providing outstanding quality, service, cleanliness, and value, so that we make every customer in every restaurant smile McDonalds Australia (2010). In order to achieve this, McDonalds specialises each employees job giving them a small number of simple

6 tasks to complete therefore ensuring consistent results in every aspect of their organisation (McDonalds Australia, 2010). McDonald's Australia Holdings Limited is a Public Company that is ranked number 238 out of the top 2000 companies in Australia. The company generates the majority of its income from the Fast Food in Australia industry.In 2010 the company generated total revenue of $1,456,737,000 including sales and other revenue. In 2010 McDonald's Australia Holdings Limited had 7771 employees in Australia including employees from all subsidiaries under the company's control.The Chief Executive of McDonald's Australia Holdings Limited is Ms Catriona Noble whose official title is Managing Director. The Chairman of McDonald's Australia Holdings Limited is either not applicable or not available. The principal activity of McDonald's Australia is the establishment and operation of a chain of quick service family restaurants, operating throughout Australia.

8.Vision & values:

Corporate values appear in everyday working life and guide our strategic direction and corporate planning. place the customer experience at the core of all we do committed to our people believe in the McDonalds System operate our business ethically give back to our communities grow our business profitably strive continually to improve

9.Type of business operation: McDonalds Australia is a subsidiary of the United States McDonalds Corporation. In its world wide operations, McDonalds companies are either subsidiaries or joint venture partners of the US McDonalds corporation. McDonald's has always been a franchising operation. McDonalds are committed to franchising as the main way of doing business. Approximately 70 per cent of McDonalds restaurants in Australia are owned and operated by franchisees. In December 2000, there were 483 franchisee-owned stores and 301 franchisees. A McDonald's franchise is usually successful because it involves a mixture of corporate standards and individual opportunities. McDonalds franchisees must be individuals, not corporations, must not own or be involved in any other business interests and must not be absentee or part-time owners. McDonalds wants committed franchisees to run successful businesses on a day-to-day basis. The franchise agreement allows the franchisee to operate a specific McDonald's restaurant for a period of years (usually 20) according to McDonald's standards. McDonald's locates, develops and constructs the restaurant and owns of the facilities. Franchisees equip the restaurant at their own expense with kitchen equipment, lighting, signage, seating and decor. A key to McDonalds world wide success has been its emphasis on quality and

7 uniformity of product from location to location and country to country. In order to maintain these standards, they insist that franchisees must: use McDonalds recipes and specifications for menu items. comply to specific standards of operations including systems of inventory control, financial record-keeping and marketing. display and use McDonalds trademarks and other registered logos and other marks. meet McDonalds standards for such things as restaurant and equipment layout and display signage. In addition, franchisees must agree to operate a McDonalds franchise according to standards which outline in detail, the requirements for quality, service, cleanliness and value.

10.Sales :
For the year ended December 2000, the total gross sales by all McDonalds restaurants in Australia was AUD$1.74 billion. 11.Materials sourced in Australia: Australia-wide, McDonalds purchase $500 million of food, paper and packaging annually, including: Buns and muffins 395 million Potatoes 89 million kilograms Eggs 58 million Milk 22 million litres Beef 23 million kilograms Orange Juice 6.7 million litres Chicken 8.8 million kilograms Cheese 5.5 million kilograms Lettuce 5.4 million kilograms Tomatoes 910 000 kilograms Coffee 402 000 kilograms Fish 1.5 million kilograms From 19962001 McDonalds Australia has experienced considerable growth and some Australian suppliers have more than doubled their product volume. Many suppliers have expanded their production facilities, undertaking new investment in order to meet the increasing demand for their products by McDonalds. McDonalds have also developed teamwork with local suppliers, establishing McDonalds Lettuce Grower Teams at Gatton in Queensland and Werribee and Lindenow in Victoria. These partnerships aim to achieve outstanding product quality.

12.Value of McDonalds Assets in Australia

8 McDonald's investments in Australia as at 31 December 2000 totalled $1.175 billion, including capital investment of $966 million on land, buildings and equipment. Capital expenditure during 2000 alone by McDonalds Australia totalled $95 million.

13.McDonalds Australian wages policy:

McDonalds Australia has a policy of ensuring that employees receive award wages which vary from state to state because of different awards or enterprise agreements. In some cases employees are paid over-award payments. Employees in managerial positions receive a salary package. In 2001, McDonalds became the first Australian company to provide casual employees with the same parental leave entitlements enjoyed by part-time and fulltime employees.

14.Australian training budget and types of training:

A spokesperson from McDonalds said that it would be difficult to arrive at a figure for the training and development budget for the Australian organisation, but emphasised the high priority that the organisation gave to training and development at all levels of employment. The spokesperson said that McDonalds invested a large percentage of annual turnover in training in order to develop in the workforce skills, knowledge and customer service training which will provide a better experience for customers. Community recognition of McDonalds commitment to excellence as a provider of training and development includes: twice winning the annual Wholesale and Retail category of the Australian Employer of the Year Awards.These awards recognise excellence in education and training within Australian industry.(Mac Pack 2001: 78.) the Commonwealth Department of Employment, Education and Training awarded McDonalds Outstanding trainer status in 1997. McDonalds Australia is recognised in the Australian vocational education and training framework as a Registered Training Organisation (RTO). It conducts or finances a range of certificate and management training courses for its employees. Through its training programs, employees increase their knowledge and skills, acquiring credentials which will allow them to develop career paths within McDonalds or other organisations.

15.Workers employed in Australia:

The McDonalds workforce totalled more than 56,000 Australians at the end of December 2000. Therefore, McDonalds has a substantial impact on the Australian economy in terms of employment and also in terms of the impact on spending and consumption as these younger workers spend more of their incomes. This impact is even greater considering that McDonald's is one of the largest employers and trainers of young people in Australia today. McDonalds restaurants are often open between 18 to 24 hours a day, which requires several shifts or crew changes during the hours of operation. This sales pattern calls for a workforce seeking flexible part-time hours, and is ideally suited to those combining work with study or family responsibilities. (Mac Pack 2001: 6.) Each store employs around 60 to 80 crew people and a management team of between six and eight people.

16.Occupational Health and Safety (OH&S)

McDonalds complies with OH&S legislation in each state and territory to develop a safe and healthy workplace, but also goes further by involving its workforce to achieve health and safety. OH&S practices implemented by McDonalds include: encouraging all employees to identify and report hazards. Employees are also asked to suggest ways that health and safety can be improved. the appointment of a Safety Manager in each restaurant whose role is to coordinate a Workplace Safety Program. All training and development activities include a safety component and therefore all employees have workplace safety training in safe systems of work.

17.Nutritional value of a Big Mac :

McDonalds advise customers not to eat too much of any one food, but it is the customers responsibility to watch what he or she consumes in the way of sugar, fats and oils in particular because they are low in nutrients and high in kilojoules. Julie Stafford advises that take away foods, such as hamburgers, should be avoided or limited as 24.6 grams or 11.2 per cent of a 220 gram Big Mac is fat. Only 3.8 grams of a Big Mac is dietary fibre, less than two per cent. Eating a Big Mac will supply you with 2113 kilojoules of energy, about one quarter to one fifth of the recommended daily food energy intake for people in the 1830 age group. (Julie Stafford 2000).

18.Refernces:
http://www.localstore.com.au/stores/145975/mcdonalds/p9 http://www.oppapers.com/essays/Mcdonalds-Australia-Human-Resources/364984 http://mcdonalds.com.au/about-us/our-story http://www.docstoc.com/docs/73340029/Mcdonald-Operation-Management#