Gerbang Alaf Restaurants Sdn Bhd (McDonald’s Malaysia) - Kota Emerald Store

This report documents my industrial training at McDonald’s Malaysia, Gerbang Alaf Restaurants Sdn Bhd, Kota Emerald Store, conducted from 3rd March 2025 to 15th August 2025. The primary focus of my placement was on observing and understanding operational and human resource management processes, with particular attention to workforce-related challenges, especially labour cost control, high staff turnover, absenteeism, and the growing reliance on foreign workers. Throughout the internship, I observed that McDonald’s Kota Emerald benefits from a strong global brand reputation and well-established HR systems, which together attract disciplined foreign workers who are more willing to commit to long-term contracts. These structured systems include tools like Fred@Academy, digital SOP portals, and standardised onboarding modules that ensure service consistency and productivity even during workforce transitions. Despite these strengths, the store faces recurring operational issues including low wage structures with limited increment growth, dissatisfaction among local staff, and high rates of absenteeism and turnover especially among part-time Malaysian employees. These challenges often disrupt shift planning, reduce service speed, and increase the workload on remaining staff. The report presents a comprehensive SWOT and TOWS analysis focused on operations and workforce dynamics at the branch level. It explores how internal factors like training systems and wage policies and external factors such as foreign labour policies and public perception interact. Each strategy in the TOWS matrix addresses specific pairings of strengths, weaknesses, opportunities, and threats providing practical recommendations such as digitised scheduling tools, structured promotion pathways, fringe benefits, recognition programs, and CSR communication improvements. Recommendations are aimed at enhancing staff retention, boosting local employee engagement, optimising foreign workforce integration, and embracing technological innovation. By balancing operational efficiency with inclusive workforce practices, McDonald’s Kota Emerald can strengthen its position as an employer of choice while reducing risks related to workforce instability and policy shifts.

This is the latest version of this item.