McDonalds SA turns to converged comms

MOBILE

|
Image: By BiztechAfrica
McDonalds SA turns to converged comms

McDonald's South Africa, part of the global leading global food service retailer, is using IBM social business software to embrace the convergence of social, mobile and cloud facilitating its expansion to new markets and enabling its employees to collaborate more effectively.

McDonald's is working with IBM and its Business Partner, Knowledge Dimension, to transform the way its almost 200 restaurants and 8000 employees communicate and collaborate, thereby helping the company communicate and operate more effectively. McDonald's will begin transforming into a social enterprise to help geographically dispersed employees to communicate more effectively, sharing ideas that will allow them to deliver exceptional customer service.

Established in South Africa in November 1995, this market is considered one of the most successful markets for McDonald's international and initially opened 30 restaurants in just 23 months. The company has trained and employed almost 8000 South Africans at various levels, including franchisees, restaurant managers and crew.

"With our intended aggressive expansion plans – growing the number of restaurants by approximately 25 restaurants a year – improved communications is undoubtedly a business imperative," says Greg Solomon , Managing Director for McDonald's South Africa. "Equipping our employees with a social network to improve communication is critical in helping us fulfill our brand promise to customers for quality, service, cleanliness, and value."

Challenged by having to communicate across this vastly dispersed organisation, the company sought a more effective way to reach every one of their crew, driving engagement and collaboration across the system.

"The company's 'Engagement with our People' initiative kick started in 2011, intended to implement processes and tools between head office, Owner Operators (Franchisees), restaurant managers and crew (employees) to increase productivity, improve decision-making and achieve measurable business results has been hugely accelerated with this solution, giving management and staff a new way of interacting, collaborating and sharing information and expertise," says Gary Swale, Director, Business Development, Knowledge Dimension.

McDonald's SA is currently using IBM Connections and IBM Sametime instant messaging software to support internal communication and training requirements across their branch network.

The McDonald's crew (staff at restaurant level) will access the platform via an innovative, first-to-market in South Africa, mobile solution, supplemented by in-restaurant touch screen docking stations. This phase is scheduled for completion in the first quarter of 2013.

"McDonald's decision to embrace social business is pioneering and is reflective of the need to find smarter ways of working," says Alistair Rennie , general manager, social business, IBM. "McDonald's is taking a purposeful approach, using social technologies to engage employees, empower customers and drive organizational performance to secure a competitive advantage."

The agreement with McDonald's was signed in late 2012.



Share the News

Get Daily Newsletter

comments powered by Disqus

MORE MOBILE NEWS

Mobile Africa 2015: African phone use decoded

A survey of mobile phone usage in five African countries has delivered startling findings on the rise of Internet access via phones, the potential demise of Nokia and the continued appeal of BlackBerry. Read More

President Jonathan commends operators on National Mobile Health Insurance collaboration

Nigerian President Goodluck Jonathan has commended telecoms operators for their collaborative efforts in putting Nigerians on the National Mobile Health Insurance programme platform. Read More

Vodafone Ghana Fixed Broadband customers get bundle extension

Vodafone Ghana says it will soon be offering a one-week validity extension to all fixed broadband users in the country.  Read More

Airtel, UNAIDS partner

The Chief Executive Officer, Airtel Nigeria, Segun Ogunsanya, has explained that the partnership of the telco with the Joint United Nations Programme on HIV/AIDS (UNAIDS) will allow ample opportunity to further promote its Touching Lives initiative aimed at positively impacting on Nigerians, especially in the area of quality healthcare ... Read More

GSMA: mobile phone gender gap emerges

A new GSMA report says over 1.7 billion women in low- and middle-income countries do not own mobile phones. Read More

French phone maker Archos debuts in Nigeria

French mobile devices major, Archos Societe Anonymes, at the weekend in Lagos, launched its range products and connected objects, promising to redefine the service offering in the country. Read More

Glo’s smart plan gives enhanced voice, value to customers

Globacom subscribers on the postpaid platform will enjoy up to 5,000 free Short Messaging Service (SMS), up to 50GB data and up to 50 hours of free voice calls in a new and unprecedented Smart Postpaid Plan launched by the company in Lagos. Read More

Airtel Kenya launches UnlimiNET bundles for unlimited connections

Airtel Kenya has announced the introduction of a flexible and affordable bundled tariff dubbed UnlimiNET.  Read More

African Android growth makes strong headway for mobile internet access

Africa is poised to become a hotbed for mobile growth and commerce in the coming years, according to Opera Mediaworks’ State of Mobile Advertising report released today. Read More

Orange rolls out Wi-Fi in Bungoma County

Integrated telecommunications solutions provider Orange has rolled out Wi-Fi in Bungoma County. The Wi-Fi solution, which is in its first phase, covers the county headquarters in Bungoma and the town.  Read More

PRESS OFFICES

Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionMTN BusinessSchneider ElectricMultichoiceMicrosoft 4Afrika

FEATURED STORY

e-commerce space untapped, says phonekings heade-commerce space untapped, says phonekings head

E-commerce is the future, says the head of a new online electronics mall launched in Nigeria. Tayo Olusanya spoke to Kokumo Goodie in Lagos.

IN DEPTH

Villagers get solar training at Barefoot College Villagers get solar training at Barefoot College

The Botswana Human Resource Development Council (HRDC) has seconded seven semi-illiterate mostly Ngwatle villagers for a six month solar electrification training course at the famed Barefoot College in India.