Satisfaction Analysis of Employee at McDonald Fortress Branch (Nov-2012)

=
Research Project Report
Satisfaction Analysis of Employee in
McDonald Fortress Branch (Nov-2012)
To: Sir. Shoaib Farooq
2012
Institute of Business & Management
University of Engineering & Technology, Lahore
Dated: 11/25/2012
From: Rehman Shabbir-005
Faizan Anjum-101
M.Umer Awan-159
M.Salman Shahid-021

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Institute of Business & Management | UET Lahore
ACKNOWLEDGEMENT
We deem it our proud privilege to express our indebtedness and sincere
thanks to all those who have, in ways, helped us in the successful completion of
the research project and without their invaluable help this project would not
have been a reality. Finally we express our most sincere gratitude to our parents
and our family members for supporting and encouraging us to this challenging
project. We deeply acknowledge the support and inspiration provided by our
academic career.
M.Rehman Shabbir
Faizan Anjum
M.Umer Awan
M.Salman Shahid

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DECLARATION
We students of B.B.A hereby declare that the Project Report entitled “Employee
satisfaction in McDonalds Branch of Fotress Stadium.” is an original work and the
same has not been submitted to any other Institute or student. The project report
was presented to the course teacher Farah Samreen.
Signature of the group members
M.Rehman Shabbir Faizan Anjum
M.Salman Shahid M.Umer Awan

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TABLE OF CONTENTS
I. Executive Summary..................................................................................................... 6
II. Introduction .............................................................................................................. 7
A. History of McDonalds..........................................................................................................7
B. History of McDonald Pakistan................................................................................................7
III. Research Methodology ................................................................................................. 9
IV. Analysis of data results............................................................................................... 10
A. Gender Analysis.............................................................................................................. 10
B. Departmental Ratio ......................................................................................................... 10
C. How long have you worked for the McDonald? .......................................................................... 11
D. Working, Environment, Methods & Equipment.......................................................................... 11
1. Working Practices ......................................................................................................... 11
2. Working Environment..................................................................................................... 11
3. IT Facilities................................................................................................................. 12
4. Morale ...................................................................................................................... 12
E. Communication .............................................................................................................. 13
1. Departmental Cooperation............................................................................................... 13
2. Inter Departmental Cooperation ........................................................................................ 13
3. Organization and Structure .............................................................................................. 14
4. Holding Regular Meetings ................................................................................................ 14
F. Responsibilities .............................................................................................................. 15
V. Identified Problems & Reasons of Them .......................................................................... 16
A. Gender ........................................................................................................................ 16
B. Department .................................................................................................................. 16
C. Time spent in organization................................................................................................. 16
D. Employees Overall performance in following areas .................................................................... 16
E. Interaction rate of employees with different departments ........................................................... 17
F. Responsibilities .............................................................................................................. 17
VI. Recommendations..................................................................................................... 18
VII. References ............................................................................................................ 19
VIII. Attachments.......................................................................................................... 20

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List of Figures
Table
Table 1 Departmental Percentage of Employees .................................................................... 16
Bar Chart
Bar Chart 1Percentage of Gender...................................................................................... 10
Bar Chart 2 Duration of Emploee Work at McDonalds ............................................................... 11
Bar Chart 3 Working Practices.......................................................................................... 11
Bar Chart 4 Working Environment...................................................................................... 11
Bar Chart 5 Inter Departmental Cooperation......................................................................... 13
Bar Chart 6 Organization & Structure ................................................................................. 14
Bar Chart 7 Regular Meeting Percentage.............................................................................. 14
Bar Chart 8 Assigning Clear Responsibilities according to Qualification.......................................... 15
Bar Chart 9 Duration of Experience from McDonalds................................................................ 16
Pie Charts
Bar Chart 1 Pie Graph 1Gender Ratio in Branch ..................................................................... 10
Pie Graph 2 Departmental Ratio of Employees....................................................................... 10
Pie Graph 3 It Facilities Provided by McDonalds ..................................................................... 12
Pie Graph 4 Morale Analysis of Employees............................................................................ 12
Pie Graph 5 Departmental Cooperation............................................................................... 13

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I. EXECUTIVE SUMMARY
This report offers recommendations and solutions for the satisfaction of employee
in McDonald Fortress Branch. McDonald hierarchy needs developments to get
satisfaction of their employees.
McDonald is the major player in the Q.S.R (Quick Service Restaurant) which is
providing a quality products and services since September 1998 by opening its first
restaurant in Lahore. Now McDonald growth is of 21 restaurants in 7 major cities of
Pakistan. (8 in Karachi, 1 in Hyderabad, 8 in Lahore and 1 in Faisalabad, 1 in
Sialkot, 1 in Islamabad & 1 in Rawalpindi).
Overall results are in above the average level of satisfaction which has been concluded on
SPSS analysis. Its good sign for the branch manager to have satisfaction level in their
employees.
Although overall results are good but there is lack of technology & its usage method,
innovations and departmental communication method or interaction through department
or between employees is not satisfied.
To improve their productivity and employee relation we suggest them to provide provision
for part time employees, to improve female gender ratio, right selection for the job
according to qualification of employee and to generate a culture to take feedback from
employees.

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II. INTRODUCTION
Mission Statement
McDonald's will be a unique multinational organization, that has grown from a
small shop in a U.S.A town to twenty Nine thousand stores in 121 countries, but
still do not have any stated mission.
Objective Statement
“We are the world’s favorite restaurant because we give customers what they
want — great food and great experience.”
AA.. HHiissttoorryy ooff MMccDDoonnaallddss
In 1954, Ray Kroc, malted-milk mixing machine salesman, acquired the exclusive franchising rights
to a successful California-based hamburger chain from brothers Dick and Maurice (Mac) McDonald.
He had visited the brothers at their first restaurant in San Bernardino, California, after hearing that
their restaurant used eight multi-mixers – more multi-mixers than any other similar size restaurant.
Kroc bought out the McDonald brothers’ interest in the business in 1961.
RAYMOND ALBERT KROC 1902-1984:
HE WAS THE FOUNDER OF MCDONALD'S. BASICALLY HE WAS A SALESMAN OF MULTI-MIXERS.
Where it all began:
Ray Kroc opened the Des Plaines restaurant in 1955. First day's revenues-$366.12! No longer is a
functioning restaurant, the Des Plaines building now a museum containing McDonald's memorabilia
and artifacts, including the Multimixer!
In 1965 McDonald's went public with the company's first offering on the stock exchange. A hundred
shares of stock costing $2,250 dollars that day would have multiplied into 74,360 shares today,
worth over $2.8 million on December 31, 1998.
BB.. HHiissttoorryy ooff MMccDDoonnaalldd PPaakkiissttaann
McDonald's has 2-joint ventures in Pakistan:
First for the territory including the provinces of:
· Khaiber Pakhtun Khawa
· Baluchistan

Second for the territory including provinces of:
· Punjab
· N.W.F.P.
For second venture (for the territory of Punjab and NWFP), McDonald's has made franchise
contract with "Ghouse Akbar", who is now the president of
Until now there are six stores of McDonald's, operating in Lahore. Currently McDonald's
planning to expand its business to other cities by following preferences:
· Sialkot
· Faisalabad
· Gujranwala
· Peshawar
· Multan
McDonald's Lahore is a joint venture between McDonald's Corporation U.S.A and GAM Corp (Pvt.)
Ltd. McDonald's made its debut in Pakistan on 19th September 1998 when
Opening was held in the provincial metropolis of Lahore. This made Pakis
the globe where the world renowned Golden Arches were unfolded. After Lahore, McDonald's made
Golden Arches glitter in other cities of Pakistan, Faisalabad is already open, soon to be followed by
other cities.
McDonald’s has set the ball rolling in Pakistan with two modern, state
in Lahore and Karachi each. The McDonald's Lahore Restaurant is located on Gulberg’s Main
Boulevard while the one in Karachi is situated on the Main North Nazimabad Road. The L
McDonald's has scored another first in Pakistan with its Drive
concept in quick service restaurants that has been introduced for the first time in Pakistan. The
customer simply drives into McDonald's, places the orde
food within a minute at the next –
Research Project
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Second for the territory including provinces of:
For second venture (for the territory of Punjab and NWFP), McDonald's has made franchise
contract with "Ghouse Akbar", who is now the president of McDonald's -Lahore.
now there are six stores of McDonald's, operating in Lahore. Currently McDonald's
planning to expand its business to other cities by following preferences:
Ltd. McDonald's made its debut in Pakistan on 19th September 1998 when it’s Grand Country
Opening was held in the provincial metropolis of Lahore. This made Pakistan the 113th country on
e ball rolling in Pakistan with two modern, state-of-the-art restaurants, one
Boulevard while the one in Karachi is situated on the Main North Nazimabad Road. The L
McDonald's has scored another first in Pakistan with its Drive-Thru – a modern customer service
customer simply drives into McDonald's, places the order and pays at one window and collects the
– all without leaving the car.
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| UET Lahore
For second venture (for the territory of Punjab and NWFP), McDonald's has made franchise-
now there are six stores of McDonald's, operating in Lahore. Currently McDonald's-Lahore is
Grand Country
tan the 113th country on
art restaurants, one
Boulevard while the one in Karachi is situated on the Main North Nazimabad Road. The Lahore
a modern customer service
r and pays at one window and collects the

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III. RESEARCH METHODOLOGY
Our research methodology was generally related to the
employees at the McDonalds branch which is located at
opposite Khyber Block, Fortress Stadium Lahore, Pakistan.
We used one opportunity for project which helped us a lot for
the collecting questionnaires from branch because of our
friend M.Umer Awan who is an employee in fotress branch of
McDonald.
For this research project we got 18 questionnaires filled by
employees of branch our purpose was to gather the
information about the satisfaction level, problems
identification from the data analysis and to provide solution or
recommending them suitable solutions to those problems.

IV. ANALYSIS OF DATA RES
We prepared the tables, Bar charts & Pie graphs
calculation of data that we accessed through questionnaire.
AA.. GGeennddeerr AAnnaallyyssiiss
Purpose of Question: To find gender percentage in branch
Results: Males working in McDonald are
28%.
Bar Chart 1Percentage
BB.. DDeeppaarrttmmeennttaall RRaattiioo
Purpose of Question: To find the employees percentage working in departments
Results: 32% employees are in production department which is highest from other departments.
The employee percentage related to the departments
0
20
40
60
80
Male Female
design
11%
engineering
5%
administration
5%
Pie Graph
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ANALYSIS OF DATA RESULTS
We prepared the tables, Bar charts & Pie graphs according the results calculated through SPSS
calculation of data that we accessed through questionnaire.
To find gender percentage in branch.
Males working in McDonald are of 72% and Female percentage working in the branch is
Percentage of Gender Pie Graph 1Gender Ratio in Branch
To find the employees percentage working in departments
32% employees are in production department which is highest from other departments.
The employee percentage related to the departments.
Female
72%
28%
sales
11%
production
32%
accounts
26%
design
11%
administration
operation
5%
other
5%
Pie Graph 2 Departmental Ratio of Employees
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| UET Lahore
according the results calculated through SPSS
percentage working in the branch is
in Branch
To find the employees percentage working in departments
32% employees are in production department which is highest from other departments.
Male
Female

CC.. HHooww lloonngg hhaavvee yyoouu
wwoorrkkeedd ffoorr tthhee MMccDDoonnaalldd??
Purpose of Question: To find how
long an employee is in that
department.
Results: 35% of employees are
working more than three years in
McDonalds.
DD.. WWoorrkkiinngg,, EEnnvviirroonnmmee
This section involves that How employee personally
following areas;
1. Working Practices
Purpose of Question: to find out the
satisfaction level of employee on
workshops and training classes for
them
Result: 61.11% of employees are
satisfied to the number and routine
training workshops in McDonald’s
branch
2. Working
Environment
Purpose of Question: percentage of
actively engaged employee due to t
totality of surrounding conditions
provided by McDonald
Result: 44.44% of employees are
satisfied to the working environment
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??
To find how
working more than three years in
eenntt,, MMeetthhooddss && EEqquuiippmmeenntt
employee personally rate the company’s overall performance
Working Practices
to find out the
satisfaction level of employee on
workshops and training classes for
satisfied to the number and routine
percentage of
employee due to the
satisfied to the working environment
27.78%
16.67% 16.67%
Less than 6
month
Less than 12
month
less than 3
years
How long have you worked for McDonalds
61.11%
16.67% 16.67% 16.67%
Very good Good Adequate poor Very poor
Percentageof employees satisfaction on
Working Practices
38.89%
44.44%
16.67%
0
Very good Good Adequate Poor Very Poor
Working Environment
Bar Chart 2 Duration of Employee Work at McDonalds
Bar Chart 3 Working Practices
Bar Chart 4 Working Environment
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rate the company’s overall performance in the
33.33%
less than 3 more than 3
years
How long have you worked for McDonalds
16.67% 16.67%
Very poor no
comment
Percentageof employees satisfaction on
0 0
Very Poor No
Comment
Working Environment
Duration of Employee Work at McDonalds
Working Practices
Working Environment

provided by McDonald.
3. IT Facilities
Purpose of Question: To find the satisfaction of employees on IT facilities provided by McDonald
Results: 33% of employees marked “Good” Which shows
employee
Pie Graph
4. Morale
Morale is state of individual psychological well
usefulness and purpose of working of employees.
Purpose of Question: To find psychological behavior of employees
Result: 44% employees rated Very Good in Behavior towards their organization
Pie Graph
0%
22%
IT Facilities provided by McDonald
Very Good Good
Very Good Good
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To find the satisfaction of employees on IT facilities provided by McDonald
33% of employees marked “Good” Which shows an average satisfaction on IT facilities for
Pie Graph 3 It Facilities Provided by McDonalds
state of individual psychological well-being based upon a sense of confidence and
of working of employees.
To find psychological behavior of employees
44% employees rated Very Good in Behavior towards their organization
Pie Graph 4 Morale Analysis of Employees
33%
33%
22%
6% 6%
IT Facilities provided by McDonald
Good Adequate Poor Very Poor No Comment
44%
25%
25%
0% 0%
6%
Morale
Good Adequate Poor Very Poor No Comment
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To find the satisfaction of employees on IT facilities provided by McDonald
average satisfaction on IT facilities for
being based upon a sense of confidence and
No Comment
No Comment

EE.. CCoommmmuunniiccaattiioonn
It’s about the activity of communicating; the activity of conveying information
communicated by or to or between people or groups
Purpose of Section: How employee
following areas;
1. Departmental Cooperation
Purpose of Question: To find out the rating
of employees about cooperation between
departments.
Results: 5% employees marked Good for the
cooperation between different departments
Pie Graph 5 Departmental Cooperation
2. Inter Departmental Cooperation
Purpose of Question: To find the interaction and
employee
Results: 33.33% employee rated Inter Departmental Cooperation Communication as “Good”
Bar Chart
27.78%
33.33%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
very good good
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he activity of communicating; the activity of conveying information
communicated by or to or between people or groups.
How employee personally rate the company overall performance in the
Departmental Cooperation
To find out the rating
ion between
5% employees marked Good for the
cooperation between different departments
Inter Departmental Cooperation
To find the interaction and communication between the inner departmental
33.33% employee rated Inter Departmental Cooperation Communication as “Good”
Bar Chart 5 Inter Departmental Cooperation
33.33%
27.78%
0% 0%
good adequate poor very poor
29%
53%
12%
0%
0%
6%
Very Good Good
Poor Very Poor
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or something that is
formance in the
communication between the inner departmental
33.33% employee rated Inter Departmental Cooperation Communication as “Good”
5.56%
very poor no comment
29%
Adequate
No Comment

3. Organization and
Purpose of Question: To find about the employee rating about organizational structure
Result: Overall “Good” Ration with highest percentage of 3.33%
4. Holding Regular Meetings
Purpose of Question: To find either managers holds meetings on decisions or not
Results: 39% employee rated “Good” for holding regular meetings
Bar Chart
27.78%
33.33%
Verygood Good
27.78%
38.89%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
Very Good Good
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Organization and Structure
To find about the employee rating about organizational structure
Overall “Good” Ration with highest percentage of 3.33%
Bar Chart 6 Organization & Structure
Holding Regular Meetings
ind either managers holds meetings on decisions or not
39% employee rated “Good” for holding regular meetings
Bar Chart 7 Regular Meeting Percentage
27.78%
5.56%
0%
Adequate Poor Very Poor
Organization & Structure
38.89%
16.67%
5.56%
0%
Good Adequate Poor Very Poor
Percentage
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To find about the employee rating about organizational structure
ind either managers holds meetings on decisions or not
5.56%
NoComments
11.11%
No Comment

FF.. RReessppoonnssiibbiilliittiieess
What employees think about job responsibilities
Result: 50% employees are satisfied about the related responsibilities of job related to
qualification.
No
Bar Chart 8 Assigning Clear Responsibilities according to Qualification
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job responsibilities are related to their qualification major or not?
50% employees are satisfied about the related responsibilities of job related to
11%
28%
50%
11%
Responsibilities
No Think so Yes No Comment
Assigning Clear Responsibilities according to Qualification
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are related to their qualification major or not?
50% employees are satisfied about the related responsibilities of job related to their
Assigning Clear Responsibilities according to Qualification

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V. IDENTIFIED PROBLEMS & REASONS
With the help of our questionnaire analysis in McDonalds we can find results;
AA.. GGeennddeerr
There are 72% male employees and 28% female employees are working. Which identifies that
gender ratio is not equal or female employees are in low proportion.
Table 1 Departmental Percentage of Employees
BB.. DDeeppaarrttmmeenntt
Results shows that in accounts and production
department employees are in high percentage (High
percentages of employees are in production which is
33.33% and at second number Accounts department
have the employee of 27.78%) because their work is
related to branch financial analysis and customers quality respectively.
CC.. TTiimmee ssppeenntt iinn oorrggaanniizzaattiioonn
There are 33.33% employees who worked in
organization for more than 3 years which shows
the satisfaction of them which pursue them to
work for their company or branch for long time.
DD.. EEmmppllooyyeeeess OOvveerraallll ppeerrffoorrmmaannccee iinn ffoolllloowwiinngg aarreeaass
1. In working practices most of the employees are satisfied with 61.11 percent because in training
session they deal with their employees very friendly.
2. In working environment, the satisfaction rate is quite good because they provide friendly
environment to their employees so that they work for their organization with full devotion and
honesty.
3. In IT faculties, the satisfaction rate of employees is not good because there is absence of latest
and highly innovated equipments like laptops, Wi-Fi internet etc.
4. Due to the motivational events and seminars, employees are almost satisfied with the
organization’s motivational session because due to this they get encourage and more innovated.
Department Percentage
Production 33.33
Accounts 27.78
Design 11.11
Engineering 5.56
Administration 5.56
Operational 5.56
27.78%
16.67% 16.67%
33.33%
Less than 6
month
Less than 12
month
less than 3 years more than 3
years
How long have you worked for
McDonalds
Bar Chart 9 Duration of Experience from
McDonalds

EE.. IInntteerraaccttiioonn rraattee ooff ee
In interaction prospect (departmental cooperation, Inter
and Structure, Assigning Responsibilities, Regular me
are dissatisfied with their communication gap and information sharing edge
centralization system in that organization and due to this if employees require something or need
to talk with CEO, they can’t contact with him
managers, then manager, then directors etc.
So it’s a long process if an employee has
and problems. So they are dissatisfied with their job and won’t ach
to gain.
FF.. RReessppoonnssiibbiilliittiieess
There are 50% employees who
surely think their job according to
their qualification but other 50%
of employees remained in doubt
about their job responsibilities
matching with their qualification.
This appears as a negative factor
about hiring and responsibility
allocating process.
Research Project
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eemmppllooyyeeeess wwiitthh ddiiffffeerreenntt ddeeppaarrttmmee
departmental cooperation, Inter-departmental cooperation, Organization
and Structure, Assigning Responsibilities, Regular meetings and Management meetings)
communication gap and information sharing edge because there is
to talk with CEO, they can’t contact with him because firstly they have to talk with
n manager, then directors etc.
an employee has to talk with CEO because they can’t discuss their needs
satisfied with their job and won’t achieve their goals which they have
surely think their job according to
matching with their qualification.
This appears as a negative factor
11.11
27.78
50
No Think so Yes
Responsibilities
Bar Chart 10 Responsibilities Relatedness to Experience
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| UET Lahore
eennttss
departmental cooperation, Organization
meetings) Employees
because there is
because firstly they have to talk with general
to talk with CEO because they can’t discuss their needs
ieve their goals which they have
11.11
No Comment
Responsibilities Relatedness to Experience

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VI. RECOMMENDATIONS
After analyzing the whole data and looking for the problems for the gap of satisfaction we
recommend some suggestion for the branch for the managers and management to fill that
gap of satisfaction;
1. There should be provision for part-time employees for the promotion of
their job.
2. As there is very low ration of women gender in this branch so we
recommend them to have at least one female manager which can
interact to female customers and problems related to other female
employee working in that branch.
3. There is also need for the recruitment which can be conducted for
higher posts for the equal opportunity of both genders.
4. Selection process should be clear and transparent according to the
qualification and education of candidates which can create the
satisfaction for the job related to their qualification and experience and
can result more productivity & output for branch.
5. There should be feedback session for improvement for the performance
of employees which will help managers’ level post to solve the problems
related to the employees.

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VII. REFERENCES
We have references of Manager in McDonalds
Mr.Umair
Operations Department
McDonald's Fortress Stadium
Opposite Khyber Block,
Fortress Stadium, Lahore
042-36676680
fortress.lahore@mcdonalds.com.pk
Web References
è http://www.mcdonalds.com.pk/page/mcdonalds-pakistan-history
è http://mcdonalds.rozee.pk/content.php?ulid=&lid=VkZkd1NtUXdNVUpRVkRBOStB
è https://www.facebook.com/McDonalds
è http://mcdonalds.rozee.pk/images/mcdonalds/img-career.jpg
è http://mcdonalds.rozee.pk/images/mcdonalds/img-career.jpg

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VIII. ATTACHMENTS
In attachments there are;
1. Questionnaire Sample
2. Filled Questionnaires from employees
3. Contribution Sheet

Satisfaction Analysis of Employee at McDonald Fortress Branch (Nov-2012)

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