1. Key Point for Day 1 MDP
Shift manager
1. Roles
Monitor daily operation such as crew performance, product and equipment to produce QSC&V.
Maintain workplace safety while achieving sales target
2. Responsibilities
- People
Show leadership style
Effectiveness communication
Emphasize on ‘Basic People Minimum’
Provide SOC training
Give appreciative and constructive feedback
-
Workplace
Follow McDonald’s safety policy
Record and action if anything related to safety issues happened
Perform checking and PM calendar tasks
-
Food Safety
Food safety checklist is always performed
-
QSC/Sales building
Use Pre-shift checklist and Shift Planning to achieve QSC
Let the crew know about the result of Mystery shopper or SOR for improvement.
Always follow up with crew
Perform daily maintenance task.
-
Profit
Control food, labour, and equipment cost during shift.
Leadership Behaviours
Communicates effectively and honestly
Develops crew and managers
Builds teamwork
Influence by example
Puts the customer first
Organizes the work
Supports change
Plans beyond the shift

2. Our vision
Customers’ favourites place and way to eat and drink
How we can promise (5 Promise)?
People
Products
Place
Price
Promotion
Restaurant Operations Improvement Process (ROIP)
(START)
Business Planning Session -> Capturing Restaurant Opportunity visit -> FOR
-> Follow up to failed visit (*where necessary) -> Consultant support visit -> SOR
(END)
How we do ROIP?
Customer feedback
Employee commitment survey
Outcome of ROIP
QSC, People & Food safety scores
Identify root causes and diagnose opportunities to develop solutions
Restaurant improvement goals and evolving action plan with focus on operations excellence,
energizing crew and managers and growing the business
CSO Criteria
-
10 FC
Friendly greetings & closings
Attentiveness
Effective communication
Correct food & drink
Hot & fresh sandwich
-
Hot, salted and crisp Fries
Clean restroom
Clean restaurant interior
Clean Employees
Total time under 5 minutes

3. -
8 DT
Friendly greetings & closings
Attentiveness
Effective communication
Correct food & drink
Correct condiments
5 Critical Drivers
Fast
Cleanliness
Accurate
Friendly
Quality
Customer Recovery Process
Listen attentively
Apologize while demonstrating understanding
Solve the problem/make it right
Thank the customer
Profession Image
Shadow of leader
Appearance – uniform and glooming
Work life balance and being ‘Game Ready’
Professional communication
Delegation
Effective Feedback
Appreciative feedback
Constructive feedback
Personality statement
Behavior statement
- Hot & fresh sandwich
- Hot, salted, and crisp Fries
- Total time under 5 minutes

4. 5 Steps of Coaching
Observe
Give and receive feedback
Demonstrate the right way
Agree on what will change
Follow up
Coaching is when one person creates and maintains a relationship with another person to make it easier for that
person to learn and grow.
Counselling is needed when crew choose not to complete task to the level required of them when they know
what to do and how to do it.
It is:
Focused on changing crew behavior but not personality
Conducted in private, relaxing environments
Help others to help themselves
Documented
Done by shift manager or first assitant
It is used when:
Rude violations
Repeated performance issues
After a confrontation or disturbance
As a preventative before a situation becomes a problem
It is not used:
To give someone motherly or fatherly advice
Heart to heart talk
Shape out or ship out
To criticizing or blaming
To change one’s personalities