How McDonald's Approaches Apprenticeships

City & Guilds has been helping McDonald’s run its apprenticeship scheme since 2009. We also developed tailor-made City & Guilds qualifications for the company to help it improve customer service.


What we did

McDonald’s wanted to see immediate improvements in customer satisfaction at the same time as deliver training to their staff. For new joiners to the business, apprenticeships was seen as the perfect option.

Maths and English

Staff members develop their Maths and English skills during the apprenticeship, before working on a portfolio of work that explores various aspects of the business while encouraging them to play an active role in the workplace.

Tangible difference

The apprenticeship is giving McDonald’s staff an increased sense of pride in their work. Kirby Rayworth is a McDonald’s Shift Manager who has completed her Intermediate Apprenticeship in Hospitality and Catering and Level 3 Diploma in Shift Management.

Mcdonald

Kirby Rayworth

Shift Manager, McDonald's

"You can tell straight away when you walk into a McDonald’s restaurant that their staff are different, because the level of customer service they offer is far higher than at competitor restaurants. As part of the apprenticeship programme I learned the importance of delivering high levels of customer service to ensure customer satisfaction – that’s a really important skill, which comes through in everyone who has completed an apprenticeship."

Far reaching effects

Jez Langhorn, Vice President of People at McDonald’s UK believes that the training is having a positive effect that reaches far beyond business performance, affecting the individual staff members personally.

Far reaching effects

McDonald’s UK believes that the training is having a positive effect that reaches far beyond business performance, affecting the individual staff members personally “For those members of staff who don’t have qualifications, gaining them for the first time is a big builder of confidence, pride and their skills – which in turn helps them to do a better job for us and for our customers. There is no doubt that investing in our apprenticeship programme has already paid huge dividends.”

Over 7000 apprentices

Since introducing its apprenticeship scheme in 2009, over 7000 McDonald’s employees have completed the learning programme.  And it hasn’t stopped there – a further 8000 employees are currently enrolled at different stages of the tailor-made Level 2 Award in Hospitality.


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