Discuss about the Managing Customer Services for Human Resource Practices.
With the time, world is also changing and many new challenges are arriving in front of people rapidly. Currently, all the organizations require leaders that have the skills and capabilities to inspire and guide the organization new achievements and heights. McDonalds is also focusing on hire such leaders so that company achieves new heights. McDonald requires leaders for each and every level to control and manage the staff and customers. The main vision of McDonalds is to provide the values to each and every customer who came at their store (McDonalds, 2016). They denote many leadership tools and effective style of leadership for taking advantage in market and industry.
This company offers a very attractive career growth to its employees and provides them many other opportunities to retain the employees and remain them satisfied for performing well. It is expected to all the leaders of the company to attract, retain and manage them in best manner by providing them many development and training programs, learning, activities, career map, succession planning etc. All of these techniques and tools help the company in best way to manage its talent and human resource in best manner, a company can.
While doing this study, the main focus was on the theories and many approaches of leadership which could help the McDonalds to achieve the objectives and goals of the company. Company is taking a use of recognition scheme for attracting the future leaders for the organization (McDonalds, 2016). The main goal of the company is to implement and develop many leadership qualities in every talent working with them. McDonalds believes that competitive advantage is crucial for every organization and it is the main competitive advantage of the company against its competitors like dominos, Pizza hut, KFC and many more. All the policies and strategies have been planned in such a manner in the organization that it could grab the more market share and gain the leader stage in food industry (Batt, 2002).
Recognition Scheme:
Recognition scheme is essential element in every organization. It helps an organization in retaining its best employees and leaders of the company. Recognition scheme is the main reason because of it company face a great % of employee turnover. A recognition scheme related to employees is quite valuable and cost effective. McDonald believes that its strategy is not that much effective in case of recognition scheme that is why the organization got fails to manage the employees and human resource perfectly. If a company does not follow the recognition scheme, there are more chances to lose the market share and talent of the company. This scheme has many benefits like work quality get improve, neglect the minor issues, attachment of employees with the company, reduction of employee turnover arte and recruitment cost, creation of productive team, enhance the customer services, hire and train the future leaders etc.
Future leader and culture of McDonald could be attracted and enhanced by providing many ways of opportunities and growth and train the team members so that they can be motivated to take an initiative in the organization. McDonald is introducing new strategies of diversification and respecting all the cultures. The strategies of McDonald were quite good from starting. It has been observed that the employee of the McDonald is most satisfied employees because of the salary packaging and promotional strategies (Datta, Guthrie & Wright, 2005). It is believed that leaders could be created through participation, learning, respecting in the knowledge and insight sharing process. All of these activities helps an organization in enhancing the skills of future leader and provide them a stage to show these skills.
McDonalds is quite dedicated for identify the employees who have the abilities of being leader and train them accordingly. Those employees are provided the best of training to be a great leader in near future. Company always tries to build and maintain the trust of employees and good relations. McDonald offers leadership thoughts, quality coaching, important workshop, seminars, and example of famous leaders and many lectures from the motivators. Employees are provided the internal trainings along with intercultural learning practices to rely the leadership values. This company is providing many online mentoring programs, business network diversity, motivators to its employees and leaders. A fact has been identified during this study that McDonald has 25% women and minority leaders as employees in their company. This depicts that McDonald provides a value to leadership.
McDonald is very successful in planning and implementing the schemes and strategy to make the leaders and employees feel motivated and engaged. This restaurant has boosted its performance and productivity many times for developing the leadership qualities. Company is also providing many reward programs to motivate the employees the most.
McDonald is quite smart to understand the value of employee recognition scheme. For retaining the employee for longer time, this company offers a great salary packaging and promotions. It has been identified that most of the teenagers work into the copany and they remain in the company for the longer period. This scheme helps the organization in gaining the trust and contribution of the employees. McDonald’s recognition scheme takes place timely with awards at many levels to motivate and recognize the employees and leader for their outstanding contribution at many times in a year. This scheme is quite good for organization but sometimes it puts more pressure on the company as company need to analyze and evaluate its employees each and every month due to which cost and time consumption becomes more (Dent, Higgins & Wharff, 2005). McDonald is performing very well in the market. The competitive advantage and core advantage are enough competent. It has been observed through the financial data and research on McDonald about the expansion across the borders and the emerging sales from worldwide customers and clients.
The leaders of the McDonald are skilled and competent enough to handle all the operations according to the need of customers. The incorporation of recognition scheme has taken place in 2013. Many changes have been done in this scheme.
Through these schemes, McDonald has provided many career opportunities to all of its leaders and employees so that company could retain them for a long time. Sometimes, due to this scheme company have to face many issues like more time consumption, an extra team for monitoring all the employees, issue cell etc. But at the end, company get more benefits through these schemes (Dinh et al, 2014).
According to this theory, the need of an employee or even can say need of a human being can be classified into 5 sages. This theory explains that an employee could only be motivated if all of his lower level needs have been achieved (Colbert, 2004). The 5 steps of this theory are as follows:
Psychological needs of McDonald employees are fulfilled by the company through daily lunch, transport facilities, overtime, salary, meals etc.
It is the second stage, in which McDonald is fulfilling its employees needs through providing them security, safety, medical insurance, sick leave, protection etc.
This is the third stage of this theory. At McDonald, all the staff and managers shares a great bond with each other. They maintain a familiar relation and it leads them to a great team and more productivity.
Self esteem is one of the important stage to make the employee feel motivated. At this stage, the leaders make their employees feel satisfied by believing in their skills and abilities. It is also said that the brand image and reputation of McDonald is because of its employees so all the employees are appreciated by managers and leaders for their contribution (Wilkie & Moore, 2003).
This is the last stage. This stage is achieved by the employees when all the needs and wants of the employees have already been satisfied.
Through this theory, an organization can easily satisfy its employees but it is also true that the needs and wants of a human being can never be satisfied. So it is complex for the organization to fulfill all the needs of the employee and make them feel satisfy (Day, Fleenor, Atwater, Sturm & McKee, 2014).
This is one of the effective theories which could help the McDonald in its recognition scheme. It suggests that McDonald should fulfill all the wants and needs of employees through a structure of incentive. The company should mange a structure and system of dynamic behavior, open management system, innovation, effective communication, hierarchy, Cooperation and motivation at all the levels of management. This theory describes that for motivating the employees; an organization must create and develop a structure of incentives (Gardner, Cogliser, Davis & Dickens, 2011). McDonald is suggested to adapt this theory to match and motivate the organizational structure and employees. It has been observed through many researches that the motivational factors must be changed time to time as they can never be similar. Motivational factors could be affected through both internal and external factors.
McDonald has many competitors in the market in current scenario, so it is required for the company to be more competitive. Company should manage its limited resources to produce more products and enhance the productivity of its employees (Hernez-Broome & Hughes, 2004). This theory would imply a bad impact too on McDonald as employee would feel negligent in case they don’t get any reward and cost consumption get also increase. But still, if we company focus on each and every element of this theory it could help the company to motivate and retain its employees for a longer period.
This model could also be used by McDonald for enhancing its recognition scheme. This theory is an action centered model of leadership. This theory helps an organization in constructing a model through which a leader could be inspired by their own commitment, enthusiasm, communication etc (Bass & Bass, 2009). In this model, leader has asked to build a team and meet the individual needs of all the team members. This describes that a balance should be maintained in all of the three factors of models.
According to this theory, a person is not leader from his childhood but he is developed through a proper training and development of skills. Such kind of leaders is able to adapt many leadership styles according to the situation and circumstances. McDonald also believes that leaders should have amazing character and personality. Due to this belief, McDonald has lost many of its superior employees. Still this theory would help the McDonald in enhancing the recognition scheme.
Thus it could be said that all of the above described theories would help the McDonald in enhancing and managing the recognition scheme. It would help the McDonald in retaining its talent pool through satisfy all of their needs.
No, McDonald’s approach of human resource management could not be directly applicable to a non for profit organization like spastic center. The reason behind it is that McDonald is an organization with the main goal of profit making as it operates its business for revenue making and sales increment while spastic center is a NPO which works for social welfare instead of enhancing the profit or sales. This nonprofit organization has come in existence for providing shelter to spastic children. This NGO is advocacy body, care provider and disability institutions (Heneman, Tansky & Camp, 2000). McDonald restaurant is a food chain organization which provides services and products to customer and takes care of them but in exchange of money. The leadership styles, policies and strategies followed by both the companies are quite different. McDonald follows the autocratic leadership (McDougall & Oviatt, 2000).
A huge difference has been identified in management of McDonald and Spastic center. Such as at McDonalds, the leaders focus on the quality of its product and services, issues of employees and customers, reduction in the turnover of sales or work, enhancement in employee turnover, development in productive team, improve the customer services etc whereas the Spastic’s leaders and mangers address the different issues and follow different policies and strategies to develop the big ideas and help the society.
The human resource management in NGO is a voluntary action that could be performed by all of the members of the organization. The human resource approaches performs a crucial role in managing the nonprofit organization. Spastic center makes decision by considering the policies and strategies for social welfare (Collins & Clark, 2003). Most of the activities preformed at nonprofit organizations are combination of personnel recruitment, hiring and screening of talent, personal needs, orientation of new employees and decision making related to compensations (Cardon & Stevens, 2004).
The task of human resource at a nonprofit organization is not so easy. HR have to face many issues like payroll and tax compliances, recruitment, monitoring the efficiency, compensations etc. companies whose aim is profit making also have to go through above mentioned issues but the policies adopted by them are different. Such as taxation policies differs from each other. Still both the company have to manage their employees, accomplish the goals and fulfill all the needs of employees (Bennis, 2007).
Conclusion:
After doing a research and a depth study on McDonald restaurant, it is concluded that it is most prominent organization in this industry. The core and competitive advantage of the company is not compatible. The quality of products and services of the company is amazing. With the changes in global market, company has also changed many of its policies. This is the main reason behind the success of the company. McDonald is performing very well in the market and it has earned a great amount of revenue in last financial year. The leaders and managers of the company are skilled enough to handle all the issues in the company.
The success of McDonald lies on its leaders and managers. Because all of the leaders done a great job to accomplish the goal of McDonalds. Despite of all the controversies, this company came across all the issues and makes their customer feels satisfy. Company has managed all the issues which came in the path of growth and development. Thus, this organization is able to manage all kind of issues.
References:
Bass, B. M., & Bass, R. (2009). The Bass handbook of leadership: Theory, research, and managerial applications. Simon and Schuster.
Batt, R. (2002). Managing customer services: Human resource practices, quit rates, and sales growth. Academy of management Journal, 45(3), 587-597.
Bennis, W. (2007). The challenges of leadership in the modern world: introduction to the special issue. American Psychologist, 62(1), 2.
Cardon, M. S., & Stevens, C. E. (2004). Managing human resources in small organizations: What do we know?. Human resource management review, 14(3), 295-323.
Colbert, B. A. (2004). The complex resource-based view: Implications for theory and practice in strategic human resource management. Academy of Management Review, 29(3), 341-358.
Collins, C. J., & Clark, K. D. (2003). Strategic human resource practices, top management team social networks, and firm performance: The role of human resource practices in creating organizational competitive advantage. Academy of management Journal, 46(6), 740-751.
Collins, C. J., & Smith, K. G. (2006). Knowledge exchange and combination: The role of human resource practices in the performance of high-technology firms. Academy of management journal, 49(3), 544-560.
Corporate. McDonalds, 2016. Inclusion & diversity, [Online], accessed on: 25 January 2016, Available at: https://corporate.mcdonalds.com/content/mcd/corporate_careers/inclusion_and_diversity.html
Datta, D. K., Guthrie, J. P., & Wright, P. M. (2005). Human resource management and labor productivity: does industry matter?. Academy of management Journal, 48(1), 135-145.
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Dent, E. B., Higgins, M. E., & Wharff, D. M. (2005). Spirituality and leadership: An empirical review of definitions, distinctions, and embedded assumptions. The leadership quarterly, 16(5), 625-653.
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Gardner, W. L., Cogliser, C. C., Davis, K. M., & Dickens, M. P. (2011). Authentic leadership: A review of the literature and research agenda. The Leadership Quarterly, 22(6), 1120-1145.
Gardner, W. L., Lowe, K. B., Moss, T. W., Mahoney, K. T., & Cogliser, C. C. (2010). Scholarly leadership of the study of leadership: A review of The Leadership Quarterly’s second decade, 2000–2009. The Leadership Quarterly, 21(6), 922-958.
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