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UNIT1LESSON1AUDIOSCRIPTMCDONALDSCORPORATIONMCDISONEOFTHELEADINGFASTFOODRESTAURANTCHAINSINTHEWORLD,TOUCHINGTHELIVESOFPEOPLEEVERYDAYASTHEWORLDSLARGESTCHAINOFRESTAURANTS,ITPRIMARILYSELLSHAMBURGERS,CHICKEN,FRENCHFRIES,MILKSHAKES,SOFTDRINKS,ETCTHEBUSINESSBEGANIN1940,WITHARESTAURANTOPENEDBYBROTHERSDICKANDMACMCDONALDINITIALLY,THEYJUSTOWNEDAHOTDOGSTANDBUTAFTERESTABLISHINGTHERESTAURANTTHEYSERVEDAROUND25ITEMS,WHICHWEREMOSTLYBARBECUEDITBECAMEAPOPULARANDPROFITABLETEENHANGOUTTHEIRINTRODUCTIONOFTHE“SPEEDSERVICESYSTEM”IN1948ESTABLISHEDTHEPRINCIPLESOFTHEMODERNFASTFOODRESTAURANTTHEPRESENTCORPORATIONDATESITSFOUNDINGTOTHEOPENINGOFAFRANCHISEDRESTAURANTBYRAYKROCONAPRIL15,1955INEFFECT,KROCOPENEDHISFIRSTANDTHEOVERALLNINTHRESTAURANTINCHICAGO,ILLINOIS,ANDGAVEBIRTHTOMCDONALDSCORPORATIONIN1958,THERESTAURANTCHAINSOLDITS100MILLIONTHHAMBURGERIN1960,KROCRENAMEDHISCOMPANYAS“MCDONALDSCORPORATION”IN1961,KROCCONVINCEDTHEMCDONALDBROTHERSTOSELLTHEBUSINESSRIGHTSTOHIMINTHECOMPANYTHUSHEPURCHASEDTHEBROTHERSEQUITYFORASUMOF27MILLIONANDLEDTOITSWORLDWIDEEXPANSIONASMCDONALDSEXPANDSSUCCESSFULLYINTOMANYINTERNATIONALMARKETS,THECOMPANYBECAMEASYMBOLOFGLOBALIZATIONANDTHESPREADOFTHEAMERICANWAYOFLIFEITSPROMINENCEALSOMADEITAFREQUENTSUBJECTOFPUBLICDEBATESABOUTOBESITY,CORPORATEETHICSANDCONSUMERRESPONSIBILITYVIDEOSCRIPTTANYAITSTHEFASTFOODCHAINWITHTHEICONICGOLDENARCHESTHATHAVEBEENSPOTTEDALLOVERTHEWORLDYES,WEARETALKINGABOUTMCDONALDSBUTDIDYOUKNOWMCDONALDS,YEARAFTERYEAR,ISVOTEDONEOFTHEBESTPLACESTOWORKWERELOOKINGTODAYATTHISALLAMERICANCOMPANYANDWHATWECANLEARNFROMITSSUCCESSWEREJOINEDBYPAULFACELLA,AUTHOROFTHEBOOK,EVERYTHINGIKNOWABOUTBUSINESS,ILEARNEDATMCDONALDSTHESEVENLEADERSHIPPRINCIPLESTHATDRIVEBREAKOUTSUCCESSPAULWASAFORMERMCDONALDSEXECUTIVEWHOHASTHEBEHINDTHESCENESSTORYONTHEWORLDSMOSTSUCCESSFULRESTAURANTORGANIZATIONHITHERE,PAULTHANKSFORJOININGUSPAULTHANKYOU,TANYANICETOBEHERETANYANOW,WHILEYOUNOLONGERWORKFORMCDONALDS,IUNDERSTANDTHATTHECOMPANYHASHADAHUGEIMPACTONYOURLIFETELLUSWHYYOUDECIDEDTOWRITEABOOKONBUSINESSLESSONSTHATYOULEARNEDFROMAFASTFOODCHAINPAULSUREWELL,NOTONLYMYSELFBUTLITERALLYHUNDREDSOFTHOUSANDSOFPEOPLETHATWENTTOTHEMCDONALDSSYSTEMANDWEREGUIDEDBYALOTOFTHEPRINCIPLESWHENILEFTMCDONALDS,IWENTINTOCONSULTINGAND,ANDONEOFTHESURPRISESIHADWASMANYOFTHEORGANIZATIONS,BOTHLARGEANDSMALL,WASTHEFACTTHATSOMEOFTHEBASICPRINCIPLES,SOMEOFTHEFOUNDATIONSTHATGOODORGANIZATIONSNEEDTOBESUCCESSFUL,WERENTTHEREANDIWASCONSTANTLYBEINGASKEDABOUT,“WELL,TELLMEHOWYOUDIDINMCDONALDS”ANDMYTHINKINGWAS,“GEE,ILLWRITEABOOKABOUTITANDHELPMYCLIENTBASEANDILLBEABLETOHELPTHEMMOVEFORWARDWITHIT”SOTHATWASTHETHINKINGBEHINDITTANYAWELL,WEREGONNAGETINTOSOMEOFTHOSESECRETSOFSUCCESSIWANNASTARTBYASKINGYOU,YOUKNOW,OBVIOUSLYALOTOFPEOPLEKNOWMCDONALDSFORTHEIRBURGERSANDBIGMACSBUT,IMSUREALOTPEOPLEWILLBESURPRISEDTOKNOWTHATITHASONEOFTHEHIGHESTCORPORATEEMPLOYEERETENTIONRATESOFANYCOMPANY,IMEANPEOPLEASSUME,FASTFOODCHAIN,PEOPLEJUSTWANTTOGETINANDGETOUTWHATMAKESMCDONALDSSOSUCCESSFULPAULITHINK,ITHINKTHERESANUMBEROFFACTORS,BUTITHINKTHERETENTIONPIECEISABOUTMCDONALDS,WHENYOUWORK,THEREITSREALLYABOUTAMERITOCRACYITISABOUTADVANCEMENTTHATISBASEDONACHIEVEMENTANDFROMTHEFIRSTCREWPERSONMOVINGINALLTHEWAYUPTOSTOREMANAGER,ALLTHEWAYUPTOTHEPRESENTCEO,JIMSKINNER,WHOWASACREWPERSON35YEARSAGOANDMOVEDINTO,AFTER35YEARS,MOVEDINTOTHECEORANKSSOITSALWAYSBEENAPROGRESSIONOFOPPORTUNITYFORPEOPLE,ANDITHINKTHATSONEOFTHEGREATTHINGSTHATKEEPSFOLKSTHEREEVERYCEOHASGONETHROUGHTHERANKSTANYAISTHEREANYCROSSOVERFROMTHOSEWHOWORKONTHESERVERSIDETOTHEEXECUTIVESIDE,ORYOUHAVETOGOBACKTOSCHOOLFORTHATPAULOH,NO,ALLTHETIME,IMEAN,ISTARTEDASA16YEAROLDCREWPERSONMIKEQUINLAN,WHOSACEOFOR14YEARSSTARTEDINTHEMAILROOM,SOTHERESPLENTYOFCROSSOVERUNIT1LESSON2AUDIOSCRIPTSINCESETTINGUPTHEFIRSTMCDONALDSINCHINA,THEWESTERNRESTAURANTCHAINHASBEENEXPANDINGSTEADILYANDSUCCESSFULLYSOFAR,OTHERTHANTHEHOMEMARKETTHEUNITEDSTATESCHINAISTHENO1GROWTHMARKETFORMCDONALDS,WITHOVER1000RESTAURANTSANDOVER60,000EMPLOYEESCHINAALSOREPRESENTSONETHIRDOFALLCAPITALEXPENDITURESINTHEASIAPACIFIC,MIDDLEEASTANDAFRICAREGION,WHERETHEFASTFOODGIANTISIN37MARKETSACCORDINGTOSKINNER,VICECHAIRMANANDCEOOFTHISWORLDSLARGESTFASTFOODCOMPANY,“WEVEBEENSTEADILYGROWINGWITHCHINAFORTHEPAST20YEARSANDAREVERYEXCITEDFORWHATTHEFUTUREHOLDS,”HESAYSIN1990,MCDONALDSCHOSESHENZHEN,APIONEERSPECIALECONOMICZONEINGUANGDONGPROVINCEBORDERINGHONGKONG,TOOPENITSFIRST500SEATSTOREINTHEDEVELOPINGMARKETMCDONALDSQUICKLYWONOVERTHELOCALCONSUMERS,DUETOITSMANYATTRACTIONSLIKEITSRONALDMCDONALDCLOWN,GOLDENARCHESORTHEYELLOW“M”LOGO,BIGMAC,THESMILINGATTENDANTSANDTHEQUICKSERVICETHESUCCESSOFTHESHENZHENOUTLETPROMPTEDMCDONALDSTOEXPANDITSCHAINNATIONWIDEANDMCDONALDSHASNOTSTOPPEDFROMAGGRESSIVELYINCREASINGTHENUMBEROFITSOUTLETSINCHINATHEMAINLANDSFASTFOODMARKETISGROWINGATARATEOF16PERCENTPERYEAR“WEAREGOINGTOCONTINUEOURGROWTHATAFASTERRATEINCHINACHINAISAHUGEMARKETWITHGREATOPPORTUNITIESFORBUSINESSESAROUNDTHEWORLD,ANDITSNODIFFERENTFORMCDONALDS,”SKINNERADDSVIDEOSCRIPTTANYAANDINYOURBOOK,YOUVEBROKENDOWNSOMEOFTHEKEYS,THEFUNDAMENTALKEYSOFMCDONALDSSUCCESS,INTERMSTHATCANBEAPPLIEDTOOTHERCOMPANIESSO,LETSGOTHROUGHTHESEONEBYONETHEFIRSTYOUSAYISHONESTYANDINTEGRITY,ANDTHISOBVIOUSLYCOMESATATIMEWHENSOMANYPEOPLEHAVELOSTTRUSTINWALLSTREETHOWCANWEAPPLYTHISPAULYEAH,ITHINK,ITS,WELL,HONESTYANDINTEGRITYSTARTEDVERYEARLYONWITHRAYKROCWHOSTARTEDTHEMCDONALDSSYSTEMIN1955,ANDBACKTHENFRANCHISESWEREJUSTSTARTINGTOPROLIFERATE,ANDTHEREWERENOTALOTOFLAWSABOUTHOWTHEYWOULDCONDUCTBUSINESSESANDONEOFTHETHINGSWASDONE,SADLY,WASTHATMANYOFTHOSEFRANCHISORSWOULDTAKECOMMISSIONSBACKFROMSUPPLIERSTHATSUPPLIEDTHEFRANCHISEESPRODUCTFROMTHEBEGINNING,THATSNOWHOWWEREGONNADOBUSINESSESWEREGONNAHAVEINTEGRITY,WEREGONNABEHONESTWITHOURFRANCHISEES,IWANNATHEFRANCHISEESTOMAKETHEFIRSTDOLLAR,ILLMAKETHESECONDDOLLAR,ANDTHATKINDOFGOTINTOTHEDNAVERYEARLYANDTOTHISDAY,THEREISAWONDERFULRELATIONSHIPOFINTEGRITYANDHONESTYWITHOURRELATIONSHIPSWITHOUROPERATORS,WITHOURVENDORSTANYAANDIWOULDIMAGINETHATMOTIVATESEVERYBODYBECAUSEYOUFEELLIKEIFYOUDOWELL,YOUWILLGETREWARDEDPAULTHATSCORRECTABSOLUTELY,NOQUESTIONABOUTTHATHOWIMPORTANTEVERYBODYWORKINGTOGETHERASATEAMISTANYARIGHT,ANDANOTHERSECRETTOMCDONALDSSUCCESS,IUNDERSTAND,ISRELATIONSHIPS,ANDTHECOMPANYAPPARENTLYPROMOTESTHEIDEATHATRELATIONSHIPSARESORTOFTHESECRETSAUCE,AS,IFYOUWILL,ANDEVERYONEWHOWORKSFORTHECOMPANYISAPARTOFANEXTENDEDFAMILY,ISTHATRIGHTPAULTHEMCFAMILYTANYAYEAHPAULITSAGREATSAFEWAYFROMHONESTYANDINTEGRITYIFYOUSTARTWITHTHEFOUNDATIONOFHONESTYANDINTEGRITY,ITGOESRIGHTINTORELATIONSHIPSANDFREDTURNER,WHOISSTILLTOTHISDAY,54YEARSLATER,ISACTIVE,WASACTUALLYTHEONETHATCOINEDTHEPHRASE“THETHREELEGGEDSTOOL”WHATITREALLYMEANTWAS,THATTHEREWERETHREELEGSINOURRELATIONSHIPTHEFRANCHISEES,THESUPPLIERSANDTHECOMPANYPEOPLEANDALLOFUSPULLINGTOGETHER,ANDWORKINGTOGETHERASATEAMANDTHESYNERGYOFTHATTEAM,ISHOWITWILLBESUCCESSFULANDIFYOUTHINKABOUTTHAT,YOUKNOWHOWIMPORTANTTHATIS,THATYOUREALLYDONTWANTTOLETYOURTEAMMEMBERSDOWNANDYOUWANTTHEMTOBE
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