BTEC Higher Nationals HRM Report: McDonald's HRM Analysis

This report provides an in-depth analysis of Human Resource Management (HRM) practices at McDonald's, focusing on key areas such as procurement, development, incentives, health & safety, maintaining a good environment, and security. It examines the application of HRM practices in the context of workforce planning, recruitment, selection, training, and employee development. The report includes a job advertisement for a customer service manager, detailing responsibilities, salary, and person specifications. It also outlines the selection process, including preliminary interviews and interview questions. The report further explores the impact of technology on recruitment and selection processes, highlighting the use of applicant tracking systems and video interviewing. Finally, it discusses the rationale for the application of specific HRM practices, emphasizing the role of HRM in achieving sustainable development and attracting and retaining employees.

Human resource
management

Application of HRM practices
PROCUREMENT
 Company performs procurement to fill the vacancy for a particular role to achieve right candidate
for a particular function. Procurement process pass through various stages start with job analysis,
human resource, planning , recruitment, selection, transfer, promotion and separation
DEVELOPMENT
 HRM department provides development chances for the candidates by performance appraisal form,
training, executive development and career planning. For this HRM department. Train their
employees and inform their employees about the new trends and technology so that they can
implement it in their work.
INCENTIVES PROMOTION AND REWARDS
 McDonald gives rewards and benefits to its employees to motivate them. Company decide job, and
work schedule , salary structure after discussing it with the employee. Company offers incentives
which can be monetary or non-monetary depending upon employee job evaluation and appraisal
form to motivate the employee which will make the retention easier and increase the productivity
and efficiency.

CONT..
HEALTH & SAFETY
 McDonald also ensures good health and safety of its employee and ensures its employees that their
requirements and interests will be fulfilled by proper health and safety policies.
MAINTAINING GOOD ENVIORNMENT
 HRM department maintains the good relation between employer and employee by its active grievance
redressal cell. company HRM department maintains the correct decorum inside the company and among
its employees so that employees flourish and perform in their full capacity in the disciplined and user
friendly environment.
SECURITY
 Company also provides pension system to its employees. To evaluate the employee performance
McDonald Human resource and management department does not apply particular strategy because
company strategies goes on changing but there is a individual development plan for each and every
employee. Policy making:
 HRM department makes the rules for each and every department of the company to run the organisation
in right manner for avoiding the chances of illegal and unauthorised activities. These rules are followed
by each & every employees.

Rationale for the application of specific HRM
practice
 Human Resource (HR) plays a major role in growth of an organisation. It is the human
resource strategies, that allows an organisation to fulfil its aim of sustainable
development. However, just the existence of these resources does not put up a great
impact or help the organisation to the fullest.
 This is when the need of human resource management arises. Human Resource
Management (HRM) is responsible for managing the resources efficiently, developing
suitable strategies, conducting plans and other such tasks.

CONT..
 Human resource strategies acts as an interface between HRM and strategic planning. Strategic
planning provides an estimated prediction of the number of employees who will leave the job in
next five years and the count of those who will fulfil their places.
 These strategies help in future growth of the organisation by recognizing the requirements of
human resources. For instance, But, it still needs to adopt some functional and effect strategic
human resource planning to mitigate unfavourable consequences.
 For example, the major strategy that is adopted by McDonald focuses on attracting just the
consumers which could be improved by embracing subsidy-based strategies resulting in attracting
the employees too. This could make the employees work more efficiently and effectively.

A job advertisement for a
customer service manager at
McDonald’s
It is the responsibility of customer service manager to satisfy the need of the customer, with
an aim to provide the best in class service throughout the organization the individual work
for.

CONT..
Responsibilities Provide help to customer for
understanding product and services of the
organization.
Issuing refunds and compensation to the
customers
Communicate courteously to customers
through telephone, face to face, email etc.
Investigate and helps in solving customers
problems.
Salary Expected at Euro 1200- 1500

Person specification and job description
Job description
 It has responsibility to supervise the activity of daily operation in consumer services and try to solve
out the customer problems in proper manner.
 Also, make the consumer procedure, policies and the standard for the better purpose of the customer
and make the consumer satisfaction goals and try to coordinate worth team.
 It responsible to maintain document and accurate record of all customer activities and their services.
Person specification
 Candidates need to have bachelor degree in Business administration (BA) or in any relevant field.
 Must have minimum experience of 5 year in the customer services.
 Having well proficiency in the Microsoft Office & the consumer service software.
 Candidate need to have interpersonal and leadership skill.
 Having good understanding of the techniques and management practices.

The selection process of Customer Service
Manager
Preliminary interview
Receiving applications
Screen Applications
Employment interviews
Medical Examinations
Final selection and appointment letter

Interview questions
• What you will do when a customer gets angry?
• How will you tackle an abusive customer?
• Explain any five right to the customer?
• Elaborate at lest ten general responsibilities of Customer service manager?
• What are the rights associated with the employee under your post?

The impact of technology in the process of
recruiting and selection are
 Technology has various impact in the procedure of selection and recruiting. It helps the
organization to seek for the talent person as the technology works fast which help the
person to select the people very fast by using the tracking system, which sort the
candidates in desired order by seeing the carious skill, resume and lot of other
capability by using this application tracking system.
 Online test- Through the technology online test made easier for the organization to test
the competency and the skill level of the individual which apply for the job. Also, by
using the video interviewing it helps the firm to save the time, where it considered the
best substitute for ancient interviewing procedure.

CONT..
 Video interview reduce the use of the face to face interview and the telephonic
interview, which help the HR manager as there is no need to arrange various meeting
with the candidates for the selection and recruiting.