Crew Development Program Introduction OPS Operational

Procedures
Sheet

Responsibility: Shift Manager must ensure procedures followed

An Introduction to the McDonald’s Crew Development Program

CREW DEVELOPMENT PROGRAM INTRODUCTION

– Crew Training System and Training Tools

The People Promise Competency Based Assessment

McDonald’s goal is to be the best Assessment is the process of Competency Not Yet Demonstrated –
employer for our people in each observing performance and making Performance does not yet meet
community around the world. We judgements about whether minimum standards for the station/task.
will continue to make the competency has been achieved. Procedures not being performed or
development of our people at As team members learn crew stations
performed incorrectly or inconsistently.
every level of the organization a or new tasks, the Crew Chief and
Manager will use a McDonald’s Competency Demonstrated –
top priority, because the diversity
Station Observation Checklist (SOC) Performance meets minimum or
and strength of our people
to assess their performance. To exceeds standards for the station/task.
provides us with the greatest
opportunity for competitive complete the SOC, they will need to
observe the team member work the The SOC will also indicate whether
advantage. competency has been demonstrated in
station or complete the task and test
their knowledge and understanding low/medium volume or high volume. The
using verbal questioning. For example, Crew Chief or Manager will always
they might ask the team member to review the completed SOC with the
Competency Based Training name two reasons for creating a great team member. If the outcome was
customer experience or explain what ‘Competency Not Yet Demonstrated’,
At McDonald’s, our training is to do in case of an emergency.
competency based. This means it a date for re-verification will be set.
is all about outcomes - whether The Crew Chief will provide the team They will refer the team member back
someone can actually do member with a copy of the SOC at the to the training materials for that station
something! To be competent, a beginning of the training for that and if necessary, suggest actions the
person must have the skills and station/task, so that they know exactly team member can take to achieve
knowledge and perform to the what they are being assessed on. There competence. If the team member is not
required standard. are two possible outcomes the team
happy with the outcome of an SOC, they
member can achieve when being
assessed: should utilize the Open Door Policy and
speak with the Restaurant Manager.

Crew Training Team

The restaurant’s crew training team is made up of:

responsible for the execution and results of the

TRAINING MANAGER
Crew Training System within the restaurant

responsible for maintaining records, completing training

TRAINING CO-ORDINATOR
schedules and ordering and maintaining training materials

responsible for station training, verification

CREW CHIEF
and follow-up training, coaching and verification

© 2009 McDonald’s Corporation Page 1 of 5 Philippines version: December 2010

All rights reserved WRIN 9021-113 Crew Development Program Replaces : Philippines August 2010
McDonald’s is a registered trademark of McDonald’s Corporation and its affiliates.
Crew Development Program Introduction OPS Operational
Procedures
Sheet

Responsibility: Shift Manager must ensure procedures followed

Crew Development Program Tools

Employee Handbook Videos Station Guides/Picture SOCs

The Employee Handbook is used to For Customer Delight, videos are Station Guides/Picture SOCs are used
welcome all new crew to utilized to emphasize key topics and as reminders of the basic steps for
provide more detail in areas that positions. Station Guides function as
McDonald’s. Crew are given the
require personal interaction and are a reference for both the Crew Chief
handbook to keep so they can refer
not procedural in nature. They (for coaching) and the crew.
to it in the future. An Orientation
Checklist outlines the items that support various parts of the training
process, especially Hospitality and
must be covered with new
the Service Cycle.
employees. All new crew must
complete the Orientation Checklist at
the back of the Handbook. A Crew
Chief will review the Restaurant Station Observation
Basics (Hospitality, Workplace Safety, WELCOME 1
Checklist (SOC)
TM

CONNECT DELIVER F
FAREWELL
Moment Moment 2 3 4
Service Cycle
Front Counter Experience

★ for Magic

Security, Food Safety & Sanitation

Appearance Kids are the Listen actively
Star
Add value ★ Kids are the Star Goodbye

SOCs are used to verify performance

Greeting
ake small talk

★ Kids are the Star

WRIN 9021-138

Make small talk

TLC Think like a in?
Customer

and Environment) with the crew

$ Payment $ Payment Comment

(competence). While they act as a

person on the first shift using the guide, they are not the prime tool for
At-A-Glance Reminders
Restaurant Basics Checklist. They will training on operational procedures
At-A-Glance reminders are used as
then administer a simple multiple for a station/task.
just that – reminders of the basic
choice quiz based on the information service steps for positions in Both knowledge and skill are
covered. The completed quiz is drive-thru and front counter/MFY measured when an SOC is
placed in the crew person’s file to and McCafe. At-A-Glance reminders administered by a trainer.
verify they have been orientated to function as a reference for both the
McDonald’s Restaurant Basics. Crew Chief (for coaching) and the
crew.

CDP Binder
The Binder is a key element of the ✔

training program and contains the

Manager Guide, Trainer's Notes and the OPS ✔
❏ ❏

necessary to carry out training ❏

❏

successfully.
❏
❏
❏
❏
❏
Performance is measured ❏

in several areas: ❏ ❏
❏
❏
• Service Cycle ❏
❏

❏
• Preparation ❏

❏
• Workplace Safety ❏
❏
• Hospitality
❏
❏
❏
❏

Operational Procedures ✔
✔
✔
●

Sheet (OPS) ●
●

The OPS is used at several points in

the training process. It has detailed information
about procedures in our restaurants. These can
be used to find out more detailed information about
a procedure or to help a Crew Chief prepare for an
initial training session.

© 2009 McDonald’s Corporation Page 2 of 5 Philippines version: December 2010

All rights reserved WRIN 9021-113 Crew Development Program Replaces : Philippines August 2010
McDonald’s is a registered trademark of McDonald’s Corporation and its affiliates.
Crew Development Program Introduction OPS Operational
Procedures
Sheet

Responsibility: Shift Manager must ensure procedures followed

The 4 Step Method of Training

McDonald’s uses the 4-step method of training to teach skills in the restaurants. It is based on shoulder-to-shoulder
training. This means that the Crew Chief works side-by-side with the Trainee during training.

Shoulder-to-shoulder is the best way to help others learn. Trainers explain the procedures at the station with the Trainee.
The activities and tools that a Crew Chief uses are designed to support this process. Following each of the 4 steps is
critical for effective training.

PREPARE – CREW CHIEF ONLY PRESENT – CREW CHIEF TO THE TRAINEE

1. Crew Chief Set Expectations (off the floor)

Uses the OPS to give a very brief overview of

1 2
what the Trainee is about to learn:
• Basics
• Station training
Crew Chief preparation • Reviews what the Trainee should know and demonstrate
Reviews the Trainer’s Notes for the topic or station on after training (SOC)
which they are training.
2. Crew Chief Presents procedures (on the floor)
The Trainer’s Notes helps the Crew Chief teach skills
Station training:
consistently. This tool is to be used by the Crew Chief
• Service stations:

PREPARE PRESENT
only. It is not to be given to the Trainee.

Station preparation
Sets up equipment and supplies, checks stock and makes
sure that the station area is clean.
Use the Operational Procedures Sheet to explain the
Service Cycle. Uses the At-A-Glance to present and
demonstrate the procedures at the Station.

• Back Area stations:

Uses the Operational Procedures Sheet to explain
Reviews the Station Observation Checklist (SOC) and
procedures at the Station. Uses the Station Guide to
Operational Procedures Sheet (OPS) for the Station.
present and demonstrate the procedures at the Station.

TRY OUT – TRAINEE AND CREW CHIEF FOLLOW UP – CREW CHIEF AND TRAINEE
1. Trainee “teaches” 1. Practice
• The trainee teaches the Crew Chief the procedures. • The Trainee needs to practice at the station for
The At-A-Glance or Station Guide is a reference for the time needed before being verified.

3 4
the trainee in case he/she needs it.
2. Verification
WELCOME 1
• The Crew Chief verifies performance using the SOC.
TM

CONNECT DELIVER F
FAREWELL

• The Crew Chief reviews the results of the SOC with

Moment Moment 2 3 4
Service Cycle
Front Counter Experience

Appearance
★ Kids are the
Star
Listen actively for Magic

Add value ★

the Trainee. Uses the training tools to review operational

Kids are the Star Goodbye
Greeting
ake small talk

★ Kids are the Star

WRIN 9021-138

Make small talk

TLC Think like a in?
Customer
$ Payment $ Payment Comment

procedures or Basics as required.

• Covers all strengths and opportunities
• The Crew Chief gives appreciative and corrective
providing specific appreciative and corrective
feedback to the trainee.
feedback.

TRY OUT FOLLOW

• If ‘not yet competent’, gives the SOC to the trainee and
2. Keep coaching
asks them to practice the points that were missed.
• Trainee practices procedures throughout his/her shift.
• If ‘competent’, reports the result of the SOC to the Shift
Manager. Asks the Shift Manager to monitor the
• Crew Chief remains nearby and observes the Trainee.
Trainee’s performance for a 10-15 minute period to
Offers appreciative and corrective feedback and

UP
reinforcement to Trainee on their performance.
verify ‘competence’ at the station, then sign the
completed SOC.
3. Continuous Monitoring
• Continues monitoring the Trainee’s progress and
provides specific appreciative and constructive
feedback.
• With the Training Manager, the Crew Chief plans
follow-up SOCs for all crew.

© 2009 McDonald’s Corporation Page 3 of 5 Philippines version: December 2010

All rights reserved WRIN 9021-113 Crew Development Program Replaces: Philippines August 2010
McDonald’s is a registered trademark of McDonald’s Corporation and its affiliates.
 Crew Development Program Introduction OPS Operational
Procedures
Sheet

Responsibility: Shift Manager must ensure procedures followed

Recommended Training Path

Recommended Training Path

• GRILL DIRECT OPERATIONS • McCAFÉ/NON McCAFÉ • MADE FOR YOU OPERATIONS

The Crew Training system used in Crew Chief’s encouragement and
All team members are required to
McDonald's restaurants is designed to reassurance will help new team
complete the Restaurant Basics
give the team member what they need, members feel more comfortable as
on their s e c o n d d a y b e f o r e
when they need it and where they need they develop their skills.
initial training begins and must not
it. Team members receive the The following diagram shows the work any station/task unsupervised
information needed to perform specific recommended sequence for training unless they have been trained &
tasks while they are working. The Crew new team members on Restaurant verified on that station/task and any
Chief plays a key role in this process. Basics, Front Area Service Stations, pre-requisites identified on the OPS.
McDonald's understands that people Back Area Production Stations (Grill
learn differently, depending on their Direct Operation and Made For You
experience and levels of knowledge in Operation) and McCafé. It also
the restaurant. The first day on a new indicates the minimum training
station will be different for someone duration for each station for initial
who has no experience versus training only. It is recommended that
someone that has worked in the new team members learn 3 stations
restaurant for several months. The within the first 30 days.

Group Hire/New Store Opening

MINIMUM PRE-REQUISITE TRAINING REQUIREMENTS

• Orientation - all team members Note: Use both the Service Cycle
• Restaurant Basics - all team members Front Counter and the Service
• McCafé Basics - all McCafe team members Cycle - Drive Thru OPS when
training a new team member
• Customer Delight Basics - all team members who will be trained on service who has not worked Front
(Front Counter, McCafé or Drive Thru). Counter or the Drive Thru.
Why? The Service Cycle-Front
Counter OPS is normally a
pre-requisite to Drive Thru
and contains detailed
information on the 4
moments the Drive Thru
OPS does not have.

© 2009 McDonald’s Corporation Page 4 of 5 Philippines version: December 2010

All rights reserved WRIN 9021-113 Crew Development Program Replaces: Philippines August 2010
McDonald’s is a registered trademark of McDonald’s Corporation and its affiliates.
 The diagram below- Recommended Training Path - shows the recommended sequence to follow when training crew on the Restaurant Basics and the different stations

New Hire Orientation

(2 hours)

Restaurant Basics Checklist

Restaurant Basics Quiz
(First 20 minutes of First Shift, regardless of Path)

© 2009 McDonald’s Corporation

All rights reserved WRIN 9021-113
McCafe Service Front Area Service Back Area Production Stations Back Area Production Stations
Stations Stations Grill Direct Operation Made For You Operation

Customer Areas
Customer Delight Basics Dress Grill/Fried Products
(2 x 4 hour shifts)
Checklist (2 shifts)

McDonald’s is a registered trademark of McDonald’s Corporation and its affiliates.

Chicken McDo/McSpaghetti
Customer Delight Quiz (2 x 4 hour shifts)
(1 x 3hr shift)
Fried Products
Buns (2 shifts)
Responsibility: Shift Manager must ensure procedures followed

Customer Areas (2 shifts)

Customer Delight Basics Assembler/Initiator
Introduction to McCafe Flyer (2 x 4 hour shifts)
Checklist
McCafe Checklist/Quiz
Customer Delight Quiz Back Area Close
Milk Frothing/Hot Beverages (all) (2 shifts)
Grilled Products
(1 x 3hr shift) (3 to 4 shifts) Filtering
Production Control

Page 5 of 5
(Regular Menu)
(All 3 shifts)
French Fries * N/A Made For
Hot Beverages (all)

Crew Development Program

(1 shift) Operation
Cold Beverages
(2 x 3hr shifts)

Service Cycle - Front

Dishwasher Counter Experience Breakfast Menu Back Area Open
(2 to 4 shifts)
Sweet & Savoury Products (2 shifts - 1st shift [3 hours] initial training Transition
(1 x 3hr shift) 2nd shift practice with Crew
Restaurant Basics are Production Control
Chief Buddy support
the only pre-requisite of: (Breakfast Menu)
(All 3 shifts)
* N/A Made For
Service Cycle - Drive Thru Chicken McDo Operation
Customer Delight & Basics Crew should be “touched by
Experience (3 to 4 shifts)
Checklist/Quiz training” at least once a month.
(1 shift per Team Member function)
Service Cycle This may mean cross-training,
(1 x 3hr shifts or 1 x 1hr shift for Front
McSpaghetti
Service Cycle - MDS Experience (2 shift s ) SOC verification or other
Counter verified crew)
Crew Development Program Introduction OPS

(2 shifts per Team Member function)

training activities.
Sheet

Front Area Open

Procedures
Operational

McCafe Open
Front Area Close
McCafe Close (Both 3 shifts)
(Both 1hr shifts)

Philippines version:December 2010