Job Analasys
McDonald 's Crew Member Job Analysis
Davenport University
Human Resource Management
Dr. Nicole Runyon
January 27, 2013
McDonald 's Crew Member Job Analysis A customer service representative position at McDonald 's is known as a crew member. Crew members are divided into kitchen crew, counter crew, and maintenance crew (“McDonald 's Crew,” 2013). The members ' responsibilities include customer service, food preparation, cleanliness and hygiene. These are the employees who offer great customer service. The kitchen crew works to provide the finest quality food to customers, to achieve customer satisfaction. This position involves using a broad range of equipment and tools. McDonald’s needs to produce orders to a consistently high standard of service and understands that quality control is vital. The counter crew works to serve the customer by being friendly and efficient in offering a pleasant experience. It is important that a counter crew possess good customer service skills. They are expected to provide customers with quick and accurate service and to show sensitivity to their individual needs, both from behind the counter as well as in the dining areas. The maintenance crew works consistently to maintain high standards of cleanliness. They make the restaurant sparkle, both in and out of the dining room and food preparation areas. They undergo thorough training to maintain high standards of cleanliness and hygiene. Maintenance crew members learn how to use a variety of cleaning utensils and chemical cleaning products along with the correct protective equipment. McDonald 's managers must first analyze the job description of a crew member. What methods and tools are used in providing the best customer service possible? The analysis must include planning scenarios for growth, stability and reductions. How is service conducted? How are scheduling and hours determined? How many employees are needed per
Davenport University
Human Resource Management
Dr. Nicole Runyon
January 27, 2013
McDonald 's Crew Member Job Analysis A customer service representative position at McDonald 's is known as a crew member. Crew members are divided into kitchen crew, counter crew, and maintenance crew (“McDonald 's Crew,” 2013). The members ' responsibilities include customer service, food preparation, cleanliness and hygiene. These are the employees who offer great customer service. The kitchen crew works to provide the finest quality food to customers, to achieve customer satisfaction. This position involves using a broad range of equipment and tools. McDonald’s needs to produce orders to a consistently high standard of service and understands that quality control is vital. The counter crew works to serve the customer by being friendly and efficient in offering a pleasant experience. It is important that a counter crew possess good customer service skills. They are expected to provide customers with quick and accurate service and to show sensitivity to their individual needs, both from behind the counter as well as in the dining areas. The maintenance crew works consistently to maintain high standards of cleanliness. They make the restaurant sparkle, both in and out of the dining room and food preparation areas. They undergo thorough training to maintain high standards of cleanliness and hygiene. Maintenance crew members learn how to use a variety of cleaning utensils and chemical cleaning products along with the correct protective equipment. McDonald 's managers must first analyze the job description of a crew member. What methods and tools are used in providing the best customer service possible? The analysis must include planning scenarios for growth, stability and reductions. How is service conducted? How are scheduling and hours determined? How many employees are needed per
References: DeNisi, A. S., & Griffin, R. W. (2011). HR. Mason, OH: South-Western Cengage Learning. Lessons from McDonalds; INK Entertainment boss Charles Khabouth learned work ethic early. (Dec 31, 2012). The Toronto Star (Toronto, Ontario), B4. Retrieved January 27, 2013, from Global Issues In Context via Gale:http://find.galegroup.com.proxy.davenport.edu/gic/start.do?prodId=GIC McDonald 's Crew Job Description. (2013). Retrieved January 26, 2013, from http://www.bestjobdescriptions.com/customer-service/mcdonalds-crew-job-description Pinkasovitch, A. (2012, January 5). The McDonald 's Growth Strategy. Retrieved January 25, 2013, from http://beta.fool.com/apinkasovitch/2012/01/05/ mcdonalds-growth-strategy/525/