McDonald's Corporation

Paper Summary:

This paper explains that McDonald's training and franchise development programs are emulated by their competitors. The author points out that the core of the program is not only Hamburger College but also field service consultants, who evaluate a store on more than 500 items and the work ethic of employees to determine if a franchise is "expandability". The paper concludes that the real secret to McDonald's successful operating system is not in its regimentation but in the way it enforces uniform procedures through training without stifling the entrepreneurship of franchisees.

From the Paper:

"In 1968, McDonald's opened a $500,000 Hamburger University with two large classrooms, both equipped with state of the art audio-visual equipment. But in 1983, McDonald's moved Hamburger University to a $40 million facility that rivals the training centers of the nation's airlines. With seven separate auditorium classrooms, each capable of seating from 60 to 300 students, the new Hamburger U. has an overall capacity for 750 people. Each classroom contains modern computer equipment for automated recording and scoring of exam answers, and each is also equipped with translation booths that allow foreign operators to attend the same courses as their American counterparts."

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