麦当劳企业文化英汉对译——人力资源的作业.doc
Organizational culture
?.Material cultural level
?McDonald's uncle
?Golden arches
?A smiling waiter
?McDonald's discount coupons
?.System cultural level
?Operations and Training Manual
?Station Observation Checklist
?Pocket Guide
?Management Development Manual
?.Spiritual cultural level
?Q——quality
?S——service
?C——cleanliness
?V——value
Did you eat McDonald's food? Did you know the McDonald's Organizational culture ? Today we will discuss together with McDonald's Organizational culture. McDonald's organizational culture have three levels.
First is Material cultural level. McDonald's uncle Golden arches, A smiling waiter and McDonald's discount coupons and other consumers can see the external McDonald's culture.
McDonald's uncle is a symbol of friendship, wit and peace. he always dressed in traditional circus clown, yellow shirt and trousers, red white shirts and socks, red shoes, yellow gloves, red hair. He is the second most familiar figure in the minds of 4-9 year-old children in the United States, a symbol of McDonald's will always be everyone's friend.
The golden arches: McDonald's logo is an arc of the letter "M", as yellow as the standard color, the darker red as secondary colors, yellow is reminiscent of the price of cheap ,but no matter what the kind of weather, yellow vision are very strong. The curved shape of the letter "M" is very soft, and the image of the shop door with a strong desire to give rise into the store
Second is system cultural level. The restaurant made standardization standards of behavior, the staff strictly according to the standard program operation. McDonald's founder, ray crocker, think, fast food chains to be successful, we must insist on unified standards, and constantly to implement, McDonald's will he codes of conduct summarized as four:
this manual detailed records of McDonald's on policies, restaurant each work procedures and methods. In summing up experience and to absorb the latest management on the basis of results, each year, the company to the manual modified and perfected.
a detailed description of the job responsibilities and precautions. New employees into the company to accept the job training, including watching the post standard operating video tape, and a personal counseling on exercises. Managers to the actual operating conditions of the employees to track employees' job completion to be credited to the post observation checklist. The purpose of this is said, on the one hand, is conducive to sum up experience, the other hand, by checklist decided to hire, lift and incentive. Pocket Guide containing such as semi-finished products with the temperature, the storage temperature, and finished products minimal temperature, and about machine equipment data With this manual, managers can check and guidance, and found the problem corrected in time, to ensure product quality to reach the required standard.
In order to improve the quality of management,, the company designed a set of Management Development Manual, the manual actually is a restaurant management textbook with McDonald's characteristics, with McDonald's to explain the restaurant management approach, given the large number of cases, the actual work to complete the requirements of managers.
Third is Spiritual cultural level. McDonald's business philosophy can use four letters to represent, namely the Q, S, C, n. Q represents the quality , S represents the service, C represents cleanliness, V represent value. before All the raw materials into the shop ,you have to accept a number of quality inspection,, more than guarantee period is necessary to waste. For example this picture pie more than 90 minutes is necessary to throw away.
McDonald's advocate fast, friendly and considerate service. McDonald's waiter is polite.listen to relaxing music, some restaurants for the convenience of children, equipped with specialized child tables and chairs, set up a""McDonald's uncle children world"
C ( clean ): into the McDonald's restaurant, you will feel where the environment is clean and neat. McDonald's has formulated strict hygienic standards, such as staff appointment must be made before a special sterilizing hand-washing
liquid rub for20 seconds, then rinse, dry. McDonald's restaurant and kitchen not only pay attention to health, but also pay attention to the restaurant around and affiliated facilities clean, even the toilets are provided for health standard. McDonald's boss thought that, if a customer after a meal, into the restroom is a dirty, it is hard to imagine that he would go to this restaurant again next time. V ( value ): value, that is to say the price is reasonable, value for money. McDonald's emphasis on taste, color, nutrition, price and services provided by a consistent, let the customer after eating feel is really worth. At the same time, McDonald's also to provide customers with a pleasant environment, let customer dining I get spiritual enjoyment, it is the intangible value
1, "Q, S, C + V" spirit: namely "quality, considerate service and clean environment, to provide customers with more valuable food".
“Q、S、C,V”精神:即“质量、周到的服务、清洁的环境、为顾客提供更有价
值的食品”。
1.物质文化层
和蔼可亲的麦当劳大叔、金色拱门、干净整洁的餐厅、面带微笑的服务员、
随处散发的麦当劳优惠券等消费者所能看见的外在的麦当劳文化。
麦当劳大叔是友谊、风趣、祥和的象征,他总是传统马戏小丑打扮,黄色连
衫裤,红白条的衬衣和短袜,大红鞋,黄手套,一头红发。他在美国4,9岁儿
童心中,是仅次于圣诞老人的第二个最熟悉的人物,他象征着麦当劳永远是大家
的朋友。
金色拱门:麦当劳的企业标志是弧形的“M”字母,以黄色为
标准
excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载
色,稍暗的
红色为辅助色,黄色让人联想到价格的便宜,而且无论什么样的天气里,黄色的
视觉性都很强。“M”字母的弧形造型非常柔和,和店铺大门的形象搭配起来,令
人产生走进店里的强烈愿望。
2、
制度
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文化层
餐厅制定了
规范
编程规范下载gsp规范下载钢格栅规范下载警徽规范下载建设厅规范下载
化的行为标准,员工们严格按标准的程式运转。麦当劳创始
人雷?克洛克认为,快餐连锁店要想获得成功,必须坚持统一标准,并持之以恒
地贯彻落实,麦当劳将他的行为规范概括为四条:
(Q&TManual),该手册详细记载麦当劳的有关政策、餐厅各项工作的程序和方法。在总结经验和吸取最新管理成果的基础上,公司每年都要对该手册进行修改和完善。
表详细说明该
岗位职责
总经理岗位职责总经理安全岗位职责工厂保安人员的岗位职责工厂财务部岗位职责工程测量员岗位职责
及应注意事项等。新员工进入公司,要接受岗位培训,包括看岗位标准操作录象带,进行有专人辅导的操作练习等。管理者要对员工的实际操作情况进行跟踪,员工的岗位完成情况要记入岗位观察检查表。据说这样做的目的,一方面有利于总结经验另一方面,通过察检查表,可以进行考核,决定录用、升降和奖惩。
麦当劳管理人员都有一本袖珍品质参考手册(PocketGuide),上面载有诸如半成品接货温度、储藏温度、保鲜期、成品制作温度、制作时间、保存期等指标,还有关于机器设备方面的数据。有了这种手册,管理人员就可以随时随地进行检查和指导,发现问题及时纠正,保证产品质量能够达到规定标准。
为提高管理人员自身的素质 ,公司
设计
领导形象设计圆作业设计ao工艺污水处理厂设计附属工程施工组织设计清扫机器人结构设计
了一套管理发展手册(MDP),该手册实际上是具有麦当劳特色的餐厅管理教科书,即结合麦当劳的实际情况,讲解餐厅管理的方法,同时给出大量案例,要求经理们结合实际工作来完成
3、精神文化层
,麦当劳的经营理念可以用四个字母来代表,即Q、S、C、V。具体说,Q代表质量 (quality)、S代表服务(service)、C代表清洁(cleanliness)、V代表价值(value)。
Q(质量):所有原材料在进店之前都要接受多项质量检查,超过这些指标就要废弃;pai超过10分钟就要扔掉。
S(服务):麦当劳提倡快捷、友善和周到的服务。麦当劳餐厅的侍应生谦恭有礼餐厅布置典雅,播放轻松的乐曲,有些餐厅为方便儿童,专门配备了小孩桌椅,设立了“麦当劳叔叔儿童天地”,
C(清洁):走进麦当劳餐厅,你会感觉到那里的环境清新幽雅、干净整洁。麦当劳制定了严格的卫生标准,如员工上岗前必须用特制的杀菌洗手液搓洗20秒,然后冲净、烘干。麦当劳不仅重视餐厅和厨房的卫生,还注意餐厅周围和附属设施的整洁,连厕所都规定了卫生标准。麦当劳老板认为,如果一个顾客在用餐之后,走进的是一个肮脏不堪的洗手间,很难想象他下次还会再光顾这家餐厅。
V(价值):所谓价值,就是说要价格合理、物有所值。麦当劳的食品讲求味道、颜色、营养,价格与所提供的服务一致,让顾客吃了之后感到真正是物有所值。同时,麦当劳还尽力为顾客提供一个宜人的环境,让顾客进餐之余得到精神文化的享受,这是无形的价值