IBM Helps McDonald's Serve Up Social Collaboration To Transform Workforce

  IBM Helps McDonald's Serve Up Social Collaboration To Transform Workforce

Global Food Service Retailer Embraces the Social, Mobile and Cloud to Drive

PR Newswire

JOHANNESBURG, Jan. 31, 2013

JOHANNESBURG, Jan. 31, 2013 /PRNewswire/ -- IBM (NYSE: IBM) today announced
that McDonald's (NYSE: MCD) 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.

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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.

Dana Anastasi

SOURCE IBM Corporation

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