Planned assessment system would add six to 10 assessment visits per year
Not all of McDonald’s franchisees are pleased with a new assessment system being rolled out next year by the corporate arm of the world-famous fast-food restaurant.
Franchisees worry that the planned assessment system will hurt morale and end up alienating workers during a time where the labor market is already struggling to fill roles, according to CNBC.
The assessment system is called Operations PACE, short for Performance and Customer Excellence, and is expected to be rolled out in January 2023.
Operations PACE requires a franchise location to receive six to 10 visits from a third-party assessor each year, which would be in addition to standard inspections such as from a local food safety inspector.
On top of potentially alienating workers and hurting morale, some franchisees worry the new program will also lead to more ruthless grading and hurt collaboration efforts when it comes to restaurant operations.
“It just kills morale, and with the current hiring environment being as tough as it is, I can’t afford to lose any more people,” one anonymous franchisee told CNBC.
McDonald’s, meanwhile, has defended Operations PACE, saying it will ultimately help franchise restaurants provide a better experience for customers.
“We must remain laser focused on maintaining our world-famous standards of excellence in our restaurants. This comprehensive performance management system, designed with ongoing input from franchisees, will offer tailored support and coaching to restaurants to help them provide a seamless McDonald’s experience that will keep customers coming back,” McDonald’s said. “To give time for restaurants to learn the new system, optional learning visits are being offered in 2022 ahead of the official start in January 2023.”
Franchisees have been struggling with bringing on and retaining workers, while increased labor costs have led to higher prices for consumers.