insights into the impact of intergenerational working david fairhurst senior vice president, chief...

Insights into the impact of Intergenerational Working

David FairhurstSenior Vice President, Chief People Officer – Northern Europe

McDonald’s Restaurants

“Typical” McDonald’s employees?

Work Experience programmes

Hire for Commitment

Labels

Labels

Hire for Commitment

McDonald’s business model

Committed People

Cleanliness

Service

Quality

CustomerVisits Sales Profits

Employee Engagement Business Growth

Confidence

Competence

Customer Loyalty

‘Simple, Easy, Enjoyment’

Shining a light on the future

Insight

Shining a light on the future

Insight

Application of academic rigour

We have the technology …

Impact of engagement on performance

Mostly Negative Mostly Positive

Impact of engagement on performance

Mostly Negative Mostly Positive

We have the technology …

Spot the pattern …

Low Mean Age High Mean Age

Mea

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Per

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ance

Customer Satisfaction: Quality

Low Mean Age High Mean Age

Mea

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Customer Satisfaction: Service

Low Mean Age High Mean Age

Mea

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esta

ura

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Customer Satisfaction: Cleanliness

Low Mean Age High Mean Age

Mea

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esta

ura

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Per

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ance

Customer Visits

Low Mean Age High Mean Age

Mea

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esta

ura

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Per

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Customer Visits Variance

Low Mean Age High Mean Age

Mea

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Sales

Low Mean Age High Mean Age

Mea

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Sales Variance

Low Mean Age High Mean Age

Mea

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esta

ura

nt

Per

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ance

Spot the pattern?

Low Mean Age High Mean Age

Mea

n R

esta

ura

nt

Per

form

ance

McDonald’s business model

Committed People

Cleanliness

Service

Quality

CustomerVisits Sales Profits

Employee Engagement Business Growth

Confidence

Competence

Customer Loyalty

‘Simple, Easy, Enjoyment’

What do you love most about your job with McDonald’s?

What do you love least about your job with McDonald’s?

#1 “Triplet”

#1 “Pair”

#1 “Single”

#1 “Simile”

70% of respondents value their relationshipwith their colleagues

“Family” … parents and grandparents

Gen Up

We have the technology …

We have the technology …

Impact of Later Life Workers

Impact of Later Life Workers

Inclusive good for staff and customer

“There are mothers with toddlers, grannies with pushchairs, young pairs folded gently into each other, two Goths wreathed in chains, a benign and bespectacled older couple; indeed, a clutch of oldies. Plenty of singles. And the full range of ethnic diversity. They are all completely at their ease.”

Committed People

CustomerVisits Sales Profits

Employee Engagement Customer Loyalty Business Growth

McDonald’s business model

Commitment77% 86%2004 2009

Competence86% 93%2004 2009

Confidence68% 83%2004 2009

Simple Easy Enjoyment

Up Up Up

1. Shining a light on the future

Insight

1. Shining a light on the future

Insight

2. The power of generational diversity

3. The danger of labels

Insights into the impact of Intergenerational Working

David FairhurstSenior Vice President, Chief People Officer – Northern Europe

McDonald’s Restaurants