satisfaction analysis of employee at mcdonald fortress branch (nov-2012)

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Research Project Report Satisfaction Analysis of Employee in McDonald Fortress Branch (Nov-2012) To: Sir. Shoaib Farooq

2012

Institute of Business & Management University of Engineering & Technology, Lahore

Dated: 11/25/2012

From: Rehman Shabbir-005 Faizan Anjum-101 M.Umer Awan-159

M.Salman Shahid-021

Research Project Report Page-2

Institute of Business & Management | UET Lahore

ACKNOWLEDGEMENT

We deem it our proud privilege to express our indebtedness and sincere thanks to all those who have, in ways, helped us in the successful completion of the research project and without their invaluable help this project would not have been a reality. Finally we express our most sincere gratitude to our parents and our family members for supporting and encouraging us to this challenging project. We deeply acknowledge the support and inspiration provided by our academic career.

M.Rehman Shabbir Faizan Anjum M.Umer Awan

M.Salman Shahid



DECLARATION

We students of B.B.A hereby declare that the Project Report entitled “Employee satisfaction in McDonalds Branch of Fotress Stadium.” is an original work and the same has not been submitted to any other Institute or student. The project report was presented to the course teacher Farah Samreen.

Signature of the group members

M.Rehman Shabbir Faizan Anjum

M.Salman Shahid M.Umer Awan



TABLE OF CONTENTS I. Executive Summary ..................................................................................................... 6

II. Introduction .............................................................................................................. 7

A. History of McDonalds .......................................................................................................... 7

B. History of McDonald Pakistan ................................................................................................ 7

III. Research Methodology ................................................................................................. 9

IV. Analysis of data results............................................................................................... 10

A. Gender Analysis .............................................................................................................. 10

B. Departmental Ratio ......................................................................................................... 10

C. How long have you worked for the McDonald? .......................................................................... 11

D. Working, Environment, Methods & Equipment .......................................................................... 11

1. Working Practices ......................................................................................................... 11

2. Working Environment ..................................................................................................... 11

3. IT Facilities ................................................................................................................. 12

4. Morale ...................................................................................................................... 12

E. Communication .............................................................................................................. 13

1. Departmental Cooperation............................................................................................... 13

2. Inter Departmental Cooperation ........................................................................................ 13

3. Organization and Structure .............................................................................................. 14

4. Holding Regular Meetings ................................................................................................ 14

F. Responsibilities .............................................................................................................. 15

V. Identified Problems & Reasons of Them .......................................................................... 16

A. Gender ........................................................................................................................ 16

B. Department .................................................................................................................. 16

C. Time spent in organization................................................................................................. 16

D. Employees Overall performance in following areas .................................................................... 16

E. Interaction rate of employees with different departments ........................................................... 17

F. Responsibilities .............................................................................................................. 17

VI. Recommendations..................................................................................................... 18

VII. References ............................................................................................................ 19

VIII. Attachments .......................................................................................................... 20



List of Figures

Table

Table 1 Departmental Percentage of Employees .................................................................... 16

Bar Chart

Bar Chart 1Percentage of Gender ...................................................................................... 10 Bar Chart 2 Duration of Emploee Work at McDonalds ............................................................... 11 Bar Chart 3 Working Practices .......................................................................................... 11 Bar Chart 4 Working Environment ...................................................................................... 11 Bar Chart 5 Inter Departmental Cooperation ......................................................................... 13 Bar Chart 6 Organization & Structure ................................................................................. 14 Bar Chart 7 Regular Meeting Percentage .............................................................................. 14 Bar Chart 8 Assigning Clear Responsibilities according to Qualification .......................................... 15 Bar Chart 9 Duration of Experience from McDonalds ................................................................ 16

Pie Charts

Bar Chart 1 Pie Graph 1Gender Ratio in Branch ..................................................................... 10 Pie Graph 2 Departmental Ratio of Employees....................................................................... 10 Pie Graph 3 It Facilities Provided by McDonalds ..................................................................... 12 Pie Graph 4 Morale Analysis of Employees ............................................................................ 12 Pie Graph 5 Departmental Cooperation ............................................................................... 13



I. EXECUTIVE SUMMARY

This report offers recommendations and solutions for the satisfaction of employee in McDonald Fortress Branch. McDonald hierarchy needs developments to get

satisfaction of their employees.

McDonald is the major player in the Q.S.R (Quick Service Restaurant) which is providing a quality products and services since September 1998 by opening its first restaurant in Lahore. Now McDonald growth is of 21 restaurants in 7 major cities of

Pakistan. (8 in Karachi, 1 in Hyderabad, 8 in Lahore and 1 in Faisalabad, 1 in Sialkot, 1 in Islamabad & 1 in Rawalpindi).

Overall results are in above the average level of satisfaction which has been concluded on SPSS analysis. Its good sign for the branch manager to have satisfaction level in their

employees.

Although overall results are good but there is lack of technology & its usage method, innovations and departmental communication method or interaction through department

or between employees is not satisfied.

To improve their productivity and employee relation we suggest them to provide provision for part time employees, to improve female gender ratio, right selection for the job

according to qualification of employee and to generate a culture to take feedback from employees.



II. INTRODUCTION

Mission Statement

McDonald's will be a unique multinational organization, that has grown from a small shop in a U.S.A town to twenty Nine thousand stores in 121 countries, but still do not have any stated mission.

Objective Statement

“We are the world’s favorite restaurant because we give customers what they want — great food and great experience.”

AA.. HHiissttoorryy ooff MMccDDoonnaallddss

In 1954, Ray Kroc, malted-milk mixing machine salesman, acquired the exclusive franchising rights to a successful California-based hamburger chain from brothers Dick and Maurice (Mac) McDonald. He had visited the brothers at their first restaurant in San Bernardino, California, after hearing that their restaurant used eight multi-mixers – more multi-mixers than any other similar size restaurant. Kroc bought out the McDonald brothers’ interest in the business in 1961.

RAYMOND ALBERT KROC 1902-1984:

HE WAS THE FOUNDER OF MCDONALD'S. BASICALLY HE WAS A SALESMAN OF MULTI-MIXERS.

Where it all began:

Ray Kroc opened the Des Plaines restaurant in 1955. First day's revenues-$366.12! No longer is a functioning restaurant, the Des Plaines building now a museum containing McDonald's memorabilia and artifacts, including the Multimixer!

In 1965 McDonald's went public with the company's first offering on the stock exchange. A hundred shares of stock costing $2,250 dollars that day would have multiplied into 74,360 shares today, worth over $2.8 million on December 31, 1998.

BB.. HHiissttoorryy ooff MMccDDoonnaalldd PPaakkiissttaann

McDonald's has 2-joint ventures in Pakistan:

First for the territory including the provinces of:

· Khaiber Pakhtun Khawa · Baluchistan

Institute of Business & Management

Second for the territory including provinces of:

· Punjab · N.W.F.P.

For second venture (for the territory of Punjab and NWFP), McDonald's has made franchisecontract with "Ghouse Akbar", who is now the president of Until now there are six stores of McDonald's, operating in Lahore. Currently McDonald'splanning to expand its business to other cities by following preferences:

· Sialkot · Faisalabad · Gujranwala · Peshawar · Multan

McDonald's Lahore is a joint venture between McDonald's Corporation U.S.A and GAM Corp (Pvt.) Ltd. McDonald's made its debut in Pakistan on 19th September 1998 when Opening was held in the provincial metropolis of Lahore. This made Pakisthe globe where the world renowned Golden Arches were unfolded. After Lahore, McDonald's made Golden Arches glitter in other cities of Pakistan, Faisalabad is already open, soon to be followed by other cities.

McDonald’s has set the ball rolling in Pakistan with two modern, statein Lahore and Karachi each. The McDonald's Lahore Restaurant is located on Gulberg’s Main Boulevard while the one in Karachi is situated on the Main North Nazimabad Road. The LMcDonald's has scored another first in Pakistan with its Driveconcept in quick service restaurants that has been introduced for the first time in Pakistan. The customer simply drives into McDonald's, places the ordefood within a minute at the next –

Research Project Report


Second for the territory including provinces of:

For second venture (for the territory of Punjab and NWFP), McDonald's has made franchisecontract with "Ghouse Akbar", who is now the president of McDonald's -Lahore.

now there are six stores of McDonald's, operating in Lahore. Currently McDonald'splanning to expand its business to other cities by following preferences:

McDonald's Lahore is a joint venture between McDonald's Corporation U.S.A and GAM Corp (Pvt.) Ltd. McDonald's made its debut in Pakistan on 19th September 1998 when it’s Grand Country Opening was held in the provincial metropolis of Lahore. This made Pakistan the 113th country on the globe where the world renowned Golden Arches were unfolded. After Lahore, McDonald's made Golden Arches glitter in other cities of Pakistan, Faisalabad is already open, soon to be followed by

e ball rolling in Pakistan with two modern, state-of-the-art restaurants, one in Lahore and Karachi each. The McDonald's Lahore Restaurant is located on Gulberg’s Main Boulevard while the one in Karachi is situated on the Main North Nazimabad Road. The LMcDonald's has scored another first in Pakistan with its Drive-Thru – a modern customer service concept in quick service restaurants that has been introduced for the first time in Pakistan. The customer simply drives into McDonald's, places the order and pays at one window and collects the

– all without leaving the car.


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For second venture (for the territory of Punjab and NWFP), McDonald's has made franchise-

now there are six stores of McDonald's, operating in Lahore. Currently McDonald's-Lahore is

McDonald's Lahore is a joint venture between McDonald's Corporation U.S.A and GAM Corp (Pvt.) Grand Country

tan the 113th country on the globe where the world renowned Golden Arches were unfolded. After Lahore, McDonald's made Golden Arches glitter in other cities of Pakistan, Faisalabad is already open, soon to be followed by

art restaurants, one in Lahore and Karachi each. The McDonald's Lahore Restaurant is located on Gulberg’s Main Boulevard while the one in Karachi is situated on the Main North Nazimabad Road. The Lahore

a modern customer service concept in quick service restaurants that has been introduced for the first time in Pakistan. The

r and pays at one window and collects the



III. RESEARCH METHODOLOGY

Our research methodology was generally related to the employees at the McDonalds branch which is located at

opposite Khyber Block, Fortress Stadium Lahore, Pakistan.

We used one opportunity for project which helped us a lot for the collecting questionnaires from branch because of our

friend M.Umer Awan who is an employee in fotress branch of McDonald.

For this research project we got 18 questionnaires filled by employees of branch our purpose was to gather the information about the satisfaction level, problems

identification from the data analysis and to provide solution or recommending them suitable solutions to those problems.


IV. ANALYSIS OF DATA RESWe prepared the tables, Bar charts & Pie graphs calculation of data that we accessed through questionnaire.

AA.. GGeennddeerr AAnnaallyyssiiss

Purpose of Question: To find gender percentage in branchResults: Males working in McDonald are28%.

Bar Chart 1Percentage

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Purpose of Question: To find the employees percentage working in departmentsResults: 32% employees are in production department which is highest from other departments.The employee percentage related to the departments

0

20

40

60

80

Male Female

design11%

engineering5%

administration5%

Pie Graph



ANALYSIS OF DATA RESULTS We prepared the tables, Bar charts & Pie graphs according the results calculated through SPSS calculation of data that we accessed through questionnaire.

To find gender percentage in branch. Males working in McDonald are of 72% and Female percentage working in the branch is

Percentage of Gender Pie Graph 1Gender Ratio in Branch

To find the employees percentage working in departments32% employees are in production department which is highest from other departments.

The employee percentage related to the departments.

Female

72%

28%

sales11%

production32%

accounts26%

design11%

administration

operation5%

other5%

Pie Graph 2 Departmental Ratio of Employees


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according the results calculated through SPSS

percentage working in the branch is

in Branch

To find the employees percentage working in departments 32% employees are in production department which is highest from other departments.

Male

Female


CC.. HHooww lloonngg hhaavvee yyoouu

wwoorrkkeedd ffoorr tthhee MMccDDoonnaalldd??

Purpose of Question: To find how long an employee is in that department.

Results: 35% of employees are working more than three years in McDonalds.

DD.. WWoorrkkiinngg,, EEnnvviirroonnmmee

This section involves that How employee personallyfollowing areas;

1. Working PracticesPurpose of Question: to find out the satisfaction level of employee on workshops and training classes for them

Result: 61.11% of employees are satisfied to the number and routine training workshops in McDonald’s

branch

2. Working Environment

Purpose of Question: percentage of actively engaged employee due to ttotality of surrounding conditions provided by McDonald

Result: 44.44% of employees are satisfied to the working environment



??

To find how

working more than three years in

eenntt,, MMeetthhooddss && EEqquuiippmmeenntt

employee personally rate the company’s overall performance

Working Practices to find out the

satisfaction level of employee on workshops and training classes for

satisfied to the number and routine

percentage of employee due to the

satisfied to the working environment

27.78%

16.67% 16.67%

Less than 6 month

Less than 12 month

less than 3 years

How long have you worked for McDonalds

61.11%

16.67% 16.67% 16.67%

Very good Good Adequate poor Very poor

Percentageof employees satisfaction on Working Practices

38.89%44.44%

16.67%

0

Very good Good Adequate Poor Very Poor

Working Environment

Bar Chart 2 Duration of Employee Work at McDonalds

Bar Chart 3 Working Practices

Bar Chart 4 Working Environment


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rate the company’s overall performance in the

33.33%

less than 3 more than 3 years


16.67% 16.67%

Very poor no comment

Percentageof employees satisfaction on

0 0

Very Poor No Comment

Working Environment

Duration of Employee Work at McDonalds

Working Practices

Working Environment


provided by McDonald.

3. IT Facilities Purpose of Question: To find the satisfaction of employees on IT facilities provided by McDonaldResults: 33% of employees marked “Good” Which shows employee

Pie Graph

4. Morale Morale is state of individual psychological wellusefulness and purpose of working of employees.Purpose of Question: To find psychological behavior of employeesResult: 44% employees rated Very Good in Behavior towards their organization

Pie Graph

0%

22%

IT Facilities provided by McDonald

Very Good Good

Very Good Good



To find the satisfaction of employees on IT facilities provided by McDonald33% of employees marked “Good” Which shows an average satisfaction on IT facilities for

Pie Graph 3 It Facilities Provided by McDonalds

state of individual psychological well-being based upon a sense of confidence and of working of employees.

To find psychological behavior of employees 44% employees rated Very Good in Behavior towards their organization

Pie Graph 4 Morale Analysis of Employees

33%

33%

22%

6% 6%

IT Facilities provided by McDonald

Good Adequate Poor Very Poor No Comment

44%

25%

25%

0% 0%

6%

Morale

Good Adequate Poor Very Poor No Comment


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To find the satisfaction of employees on IT facilities provided by McDonald average satisfaction on IT facilities for

being based upon a sense of confidence and

No Comment

No Comment


EE.. CCoommmmuunniiccaattiioonn

It’s about the activity of communicating; the activity of conveying informationcommunicated by or to or between people or groupsPurpose of Section: How employeefollowing areas;

1. Departmental Cooperation Purpose of Question: To find out the rating of employees about cooperation between departments. Results: 5% employees marked Good for the cooperation between different departments

Pie Graph 5 Departmental Cooperation

2. Inter Departmental CooperationPurpose of Question: To find the interaction and employee Results: 33.33% employee rated Inter Departmental Cooperation Communication as “Good”

Bar Chart

27.78%

33.33%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

very good good



he activity of communicating; the activity of conveying information communicated by or to or between people or groups.

How employee personally rate the company overall performance in the

Departmental Cooperation To find out the rating

ion between

5% employees marked Good for the cooperation between different departments

Departmental Cooperation

Inter Departmental Cooperation To find the interaction and communication between the inner departmental

33.33% employee rated Inter Departmental Cooperation Communication as “Good”

Bar Chart 5 Inter Departmental Cooperation

33.33%

27.78%

0% 0%

good adequate poor very poor

29%

53%

12%

0%

0%

6%


Very Good Good

Poor Very Poor


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or something that is

formance in the

communication between the inner departmental

33.33% employee rated Inter Departmental Cooperation Communication as “Good”

5.56%

very poor no comment

29%


Adequate

No Comment


3. Organization and Purpose of Question: To find about the employee rating about organizational structure

Result: Overall “Good” Ration with highest percentage of 3.33%

4. Holding Regular MeetingsPurpose of Question: To find either managers holds meetings on decisions or not Results: 39% employee rated “Good” for holding regular meetings

Bar Chart

27.78%

33.33%

Verygood Good

27.78%

38.89%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%

Very Good Good



Organization and Structure To find about the employee rating about organizational structure

Overall “Good” Ration with highest percentage of 3.33%

Bar Chart 6 Organization & Structure

Holding Regular Meetings ind either managers holds meetings on decisions or not

39% employee rated “Good” for holding regular meetings

Bar Chart 7 Regular Meeting Percentage

27.78%

5.56%

0%

Adequate Poor Very Poor

Organization & Structure

38.89%

16.67%

5.56%

0%

Good Adequate Poor Very Poor

Percentage


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To find about the employee rating about organizational structure

ind either managers holds meetings on decisions or not

5.56%

NoComments

11.11%

No Comment


FF.. RReessppoonnssiibbiilliittiieess

What employees think about job responsibilities Result: 50% employees are satisfied about the related responsibilities of job related to qualification.

No

Bar Chart 8 Assigning Clear Responsibilities according to Qualification



job responsibilities are related to their qualification major or not?50% employees are satisfied about the related responsibilities of job related to

11%

28%

50%

11%

ResponsibilitiesNo Think so Yes No Comment

Assigning Clear Responsibilities according to Qualification


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are related to their qualification major or not? 50% employees are satisfied about the related responsibilities of job related to their

Assigning Clear Responsibilities according to Qualification



V. IDENTIFIED PROBLEMS & REASONS With the help of our questionnaire analysis in McDonalds we can find results;

AA.. GGeennddeerr

There are 72% male employees and 28% female employees are working. Which identifies that gender ratio is not equal or female employees are in low proportion.

Table 1 Departmental Percentage of Employees

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Results shows that in accounts and production department employees are in high percentage (High percentages of employees are in production which is 33.33% and at second number Accounts department have the employee of 27.78%) because their work is related to branch financial analysis and customers quality respectively.

CC.. TTiimmee ssppeenntt iinn oorrggaanniizzaattiioonn

There are 33.33% employees who worked in organization for more than 3 years which shows the satisfaction of them which pursue them to work for their company or branch for long time.

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1. In working practices most of the employees are satisfied with 61.11 percent because in training session they deal with their employees very friendly.

2. In working environment, the satisfaction rate is quite good because they provide friendly environment to their employees so that they work for their organization with full devotion and honesty.

3. In IT faculties, the satisfaction rate of employees is not good because there is absence of latest and highly innovated equipments like laptops, Wi-Fi internet etc.

4. Due to the motivational events and seminars, employees are almost satisfied with the organization’s motivational session because due to this they get encourage and more innovated.

Department Percentage Production 33.33 Accounts 27.78 Design 11.11 Engineering 5.56 Administration 5.56 Operational 5.56

27.78%16.67% 16.67%

33.33%

Less than 6 month

Less than 12 month

less than 3 years more than 3 years


Bar Chart 9 Duration of Experience from McDonalds


EE.. IInntteerraaccttiioonn rraattee ooff ee

In interaction prospect (departmental cooperation, Interand Structure, Assigning Responsibilities, Regular meare dissatisfied with their communication gap and information sharing edgecentralization system in that organization and due to this if employees require something or need to talk with CEO, they can’t contact with him managers, then manager, then directors etc.

So it’s a long process if an employee hasand problems. So they are dissatisfied with their job and won’t achto gain.

FF.. RReessppoonnssiibbiilliittiieess

There are 50% employees who surely think their job according to their qualification but other 50% of employees remained in doubt about their job responsibilities matching with their qualification.

This appears as a negative factor about hiring and responsibility

allocating process.



eemmppllooyyeeeess wwiitthh ddiiffffeerreenntt ddeeppaarrttmmee

departmental cooperation, Inter-departmental cooperation, Organization and Structure, Assigning Responsibilities, Regular meetings and Management meetings)

communication gap and information sharing edge because there is centralization system in that organization and due to this if employees require something or need to talk with CEO, they can’t contact with him because firstly they have to talk with

n manager, then directors etc.

an employee has to talk with CEO because they can’t discuss their needs satisfied with their job and won’t achieve their goals which they have

surely think their job according to

matching with their qualification.

This appears as a negative factor

11.11

27.78

50

No Think so Yes

Responsibilities

Bar Chart 10 Responsibilities Relatedness to Experience


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eennttss

departmental cooperation, Organization meetings) Employees

because there is centralization system in that organization and due to this if employees require something or need

because firstly they have to talk with general

to talk with CEO because they can’t discuss their needs ieve their goals which they have

11.11

No Comment

Responsibilities Relatedness to Experience



VI. RECOMMENDATIONS

After analyzing the whole data and looking for the problems for the gap of satisfaction we recommend some suggestion for the branch for the managers and management to fill that gap of satisfaction;

1. There should be provision for part-time employees for the promotion of their job.

2. As there is very low ration of women gender in this branch so we recommend them to have at least one female manager which can interact to female customers and problems related to other female employee working in that branch.

3. There is also need for the recruitment which can be conducted for higher posts for the equal opportunity of both genders.

4. Selection process should be clear and transparent according to the qualification and education of candidates which can create the satisfaction for the job related to their qualification and experience and can result more productivity & output for branch.

5. There should be feedback session for improvement for the performance of employees which will help managers’ level post to solve the problems related to the employees.



VII. REFERENCES We have references of Manager in McDonalds

Mr.Umair

Operations Department

McDonald's Fortress Stadium Opposite Khyber Block, Fortress Stadium, Lahore 042-36676680 [email protected]

Web References

è http://www.mcdonalds.com.pk/page/mcdonalds-pakistan-history è http://mcdonalds.rozee.pk/content.php?ulid=&lid=VkZkd1NtUXdNVUpRVkRBOStB è https://www.facebook.com/McDonalds è http://mcdonalds.rozee.pk/images/mcdonalds/img-career.jpg è http://mcdonalds.rozee.pk/images/mcdonalds/img-career.jpg



VIII. ATTACHMENTS

In attachments there are;

1. Questionnaire Sample 2. Filled Questionnaires from employees 3. Contribution Sheet