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Leading fast-food restaurant chain engages UK staff in company values and behaviours

Key facts and figures

Business priorities: Culture and values
Sector: Resturants
Lead contact: Corporate Training Manager
Employees in the picture: 72,000 people
Locations: United Kingdom
Lead time to launch day: 5 months

“The ‘Living our Values and Behaviours Learning Map’ and tools has greatly contributed to a recognition of the importance of values and behaviours within role and the understanding of how they form a platform for sustainable success within McDonald’s.”


Corporate Training Manager

Our client’s challenge

At the time we worked with them, McDonald’s had over 1200 restaurants in the UK with a mix of company owned and franchise owned operations and is one of the world’s most recognisable brands. The company employed 72,000 employees serving over two million customers per day and prides itself on delivering only the highest levels of quality, service and cleanliness to all of its customers in each and every restaurant.

McDonald’s was looking for an approach to help restaurant managers, operations and field consultants and managers recognise the connection and relevance of their individual role behaviours within the corporate McDonald’s values. Maintaining the momentum in the McDonald’s business relies heavily on continuously and consistently delivering outstanding customer service.

Our solution and results

A mechanism was required to help build awareness and clarity of the values and behaviours, internalisation of the importance and benefits, as well as commitment to apply them.

The ‘Living our Values and Behaviours’ Learning Map was designed to complement the culture of McDonald’s and provide the opportunity for team based dialogue and discussion, involvement and ownership. A range of exercises and activities were developed in support of the learning and to enable teams to clarify their understanding and to map personal values and behaviours to the corporate values that are common across all roles.

A key focus area was the understanding of how role values and behaviours integrate to individual performance plans and the criticality of their adoption and impact on customer satisfaction, business success and the personal achievement.

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