insights into the impact of intergenerational working david fairhurst senior vice president, chief...
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Insights into the impact of Intergenerational Working
David FairhurstSenior Vice President, Chief People Officer – Northern Europe
McDonald’s Restaurants
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“Typical” McDonald’s employees?
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Work Experience programmes
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Hire for Commitment
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Labels
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Labels
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Hire for Commitment
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McDonald’s business model
Committed People
Cleanliness
Service
Quality
CustomerVisits Sales Profits
Employee Engagement Business Growth
Confidence
Competence
Customer Loyalty
‘Simple, Easy, Enjoyment’
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Shining a light on the future
Insight
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Shining a light on the future
Insight
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Application of academic rigour
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We have the technology …
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Impact of engagement on performance
Mostly Negative Mostly Positive
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Impact of engagement on performance
Mostly Negative Mostly Positive
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We have the technology …
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Spot the pattern …
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
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Customer Satisfaction: Quality
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
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Customer Satisfaction: Service
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
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Customer Satisfaction: Cleanliness
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
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Customer Visits
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
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Customer Visits Variance
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
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Sales
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
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Sales Variance
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
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Spot the pattern?
Low Mean Age High Mean Age
Mea
n R
esta
ura
nt
Per
form
ance
![Page 25: Insights into the impact of Intergenerational Working David Fairhurst Senior Vice President, Chief People Officer – Northern Europe McDonald’s Restaurants](https://reader037.vdocument.in/reader037/viewer/2022110403/56649e845503460f94b85f25/html5/thumbnails/25.jpg)
McDonald’s business model
Committed People
Cleanliness
Service
Quality
CustomerVisits Sales Profits
Employee Engagement Business Growth
Confidence
Competence
Customer Loyalty
‘Simple, Easy, Enjoyment’
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What do you love most about your job with McDonald’s?
What do you love least about your job with McDonald’s?
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#1 “Triplet”
#1 “Pair”
#1 “Single”
#1 “Simile”
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70% of respondents value their relationshipwith their colleagues
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“Family” … parents and grandparents
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Gen Up
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We have the technology …
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We have the technology …
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Impact of Later Life Workers
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Impact of Later Life Workers
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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.”
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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
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1. Shining a light on the future
Insight
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1. Shining a light on the future
Insight
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2. The power of generational diversity
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3. The danger of labels
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Insights into the impact of Intergenerational Working
David FairhurstSenior Vice President, Chief People Officer – Northern Europe
McDonald’s Restaurants