Elaborate on the training of franchisees and managers. Include the focus of the training and the reasons for this focus.
What will be an ideal response?
McDonald’s views franchisees and managers as the people responsible for daily enforcement of corporate standards. Their training focuses as much on building commitment and motivation as on extending knowledge of company procedures. In teaching management skills, McDonald’s also works on the personalities of its managers, encouraging both rigid adherence to routines and, somewhat paradoxically, personal flexibility. Flexibility is presented as a virtue both because the company wants to minimize resistance to adopting McDonald’s ways of doing things and to frequent revision of procedures, and because managers must provide whatever responsiveness to special circumstances the system has, since crew people are allowed virtually no discretion. Hamburger University therefore provides a large dose of personal-growth cheerleading along with more prosaic skills training.
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