Group report analyse orientation and training program of mcdonald’s

NATIONAL ECONOMIC UNIVERSITY *** GROUP REPORT Analyse orientation and training program of McDonald’s Group Members: Phạm Hoàng Khánh Linh, Nguyễn Minh Châu, Nguyễn Phương Thảo, Nguyễn Hồng Vân, Trịnh Phương Thảo, Nguyễn Thị Ngọc Mai Major: Human resource management Intake: 63 Class: Quality Management and Innovation - EMQI TABLE CONTENT I II A INTRODUCTION Company overview Company profile 2 Company background Service and product Human resource strategy The importance of orientation and training B ORIENTATION AND TRAINING PROGRAM I II Orientation Current practice Analyse orientation Recommendation 10 Training 11 Current practice 11 Analyse orientation 14 Recommendation 20 C CONCLUSION 21 D REFERENCE 22 A INTRODUCTION I Company overview Company profile McDonald's is present in more than one hundred countries with 36,900 restaurants worldwide In Vietnam, there are twenty-two restaurants present in big cities such as Hanoi, Ho Chi Minh, Binh Duong, Khanh Hoa, Nha Trang and they are about to open more branches in Hai Phong Vision: Provide customers with unique experiences only available at our McDonald's restaurant chain Mission: Making delicious feel - good moment easy for everyone Company background In 1948, Richard and Maurice introduced the McDonald's Fast Food Service System in New England, USA In 1955 Ray Kroc opened the first McDonald's restaurant in Illinois, USA, (after acquiring the entire McDonald's chain for $2.7 million) and became the founder of the brand McDonald's today McDonald's is not only well-known in the US but also popular in other countries around the world such as France, Korea and including Vietnam McDonald's has extraordinarily rich human resources, sometimes up to 1.5 million people Service and product Service: Take-away: customers can buy hot and fresh food right away without parking Organizing birthday parties: McDonald's has a team of professional planners for parties, from decorating, planning, preparing food to designing games, ect This is where parents often Gifts to kids to celebrate their birthdays Delivery service: McDonald's has launched a McDelivery service application that is always available to customers 24 hours a day, this application is available on mobile devices and the restaurant's website Product: Main menu: Hamburger (Big Mac, Double Cheese), fried chicken, rice (with beef, pork, chicken), baby food (Happy Meals), ect Breakfast: Muffins, desserts (ice cream, apple pie) and snacks Beverages: hot drinks, iced drinks, ice blended and milkshake Human resource strategy As the global McDonald's was developed and aligned with a common concept so that all facilities have the same quality, the company's strategy revolves around the need to supply the best customer experience This strategy revolves around the 5Ps (price, product, place, people, and promotion) McDonald believes they can continuously improve the customer experience The company's human resource strategy includes human resource preparation, selection, training, performance, compensation, and employee retention McDonald's has developed an effective employment plan as part of its strategic goal to use employees as its primary source for ensuring consumer satisfaction by improving their experience McDonald's has established an effective job planning approach as part of its strategic goal to leverage workers as the key source to assure customer happiness by improving their experience The company aims to implement appropriate recruiting plans by employing the proper crew members in terms of quantity and expertise This strategy helps to guarantee that the company has enough employees to provide not just its products and services, but also its value to its customers McDonald also has multiple management departments that collaborate in order to complete the task as effectively as possible: Marketing Department: responsible for building the brand's image through promotional activities, participating in social activities, and proposing new projects The sales department is the direct link between the company's products and services and customers Finance department: checking the cash flow in and out, the finance department also has other extremely important roles such as: Providing information to the managers which include equity, cash flow, risk and tax The restaurant department has the function of managing the company's restaurant chain system, for example: restaurant general manager, human resource manager, ect in order to ensure service quality and to product quality to customers Supply Department: has five main functions which are purchasing, operation, logistics, resource management, information workflow II The importance of orientation and training McDonald's has a pressing need to grow its market share, and to achieve this, the company's focus is centered on enhancing the customer experience Consequently, it is imperative to provide employees with appropriate training and orientation, which will enable them to perform at their optimal level while adhering to the company's guidelines and delivering exceptional customer service When new employees join McDonald's, they are provided with an orientation session that covers various aspects such as work processes, food hygiene and safety regulations, required skills, working hours, compensation, benefits, and the importance of maintaining a healthy work environment During the orientation, the new employees can ask questions and receive answers from the leaders based on the information presented in the slides The orientation also creates a platform for employees to collaborate, share their expertise and knowledge, and get to know each other better, which helps in their integration and improves their understanding of the work environment, leading to better performance Along with the orientation process is the plan of training new employees During the training sessions, they are taught new skills by experienced crew trainers, which helps them adjust to their new work responsibilities Employees receive training not only for their specific positions but also for other related tasks that they may need to perform in the store during peak times This flexibility ensures that the store is adequately staffed, and that service quality and customer satisfaction are improved Additionally, a welltrained staff helps the restaurant to operate efficiently and saves costs B ORIENTATION AND TRAINING PROGRAM I Orientation Current practice Orientation is a process that new employees must go through before working at McDonald's Employees are introduced to the company overview, history of formation and development, tasks when working at McDonalds and the new working environment After gathering relevant information about McDonald's orientation program, we developed a questionnaire and one-on-one interview with a restaurant employee to Docum Discover more from: Human Resource Management Đại học Kinh tế Quốc dân 335 documents Go to course Premium- HR at Evaluation Premium My name is Nguyen Unilever vs Nestle Hoang Uyen Human Resource… 100% (3) Human Resource… Premium Hoang Thuy Trang 100% (2) Outline Human Resource… 100% (2) understand the reality of the program and the advancement opportunities there According to research, the duration of the orientation program of McDonald's can be from to hours, however, the restaurant staff said that in reality, the orientation session only takes place from to hours, depending on location and number of employees involved Furthermore, he also mentioned that if you attend the company orientation, you will still get paid if it coincides with your work schedule However, orientation is not only scheduled for you but for many other members of the crew, so a suitable date must be selected for all staff to attend That orientation will not count towards payday if the date is not on your schedule After orientation, employees will be given a handbook covering working hours, performance evaluation, employee benefits such as leave or bonus, personnel policies, measures and procedures, safety rules that employees need to know when working at McDonald's During the 3-hour orientation, the employees will be introduced to the history and development of McDonald's and its top managers In addition, the company also impresses their crew members by offering a clear professional career progression path The highlight of the orientation session is that McDonald's workers received thorough guidance on food hygiene and safety and the cleanliness of the lobby and workspace as it is the primary priority of the restaurant Due to several serious food safety problems in a McDonald's branch that damaged the company's reputation On January 7, 2015, the branch of McDonald's fast food in Japan had to apologize to customers after a series of food safety scandals at its chain stores such as: A boy was injured in the mouth after eating ice cream containing plastic flakes According to employees, it is mandatory to follow strict hygiene protocols while working in McDonald’s restaurants They must use different types of disinfectants daily for specific cleaning requirements This includes disinfecting not only staff hands but also kitchen utensils and the entire restaurant environment Even though McDonald's workers are supposed to receive a tour of the restaurant, they often not actually get to experience it However, some employees have reported that while moving from the lobby to the meeting room, they pass through many parts of the restaurant, excluding only the pantry and kitchen Although this might help to save time during the orientation process, it implies that employees might not have a clear understanding of specific restaurant areas before they start working After the interview regarding McDonald's orientation, we gained a comprehensive understanding of the company's overview and the level of professionalism required when given the opportunity to work at their stores The orientation program not only imparts knowledge about the company's background and promotes a market-oriented mindset, but also provides a clear roadmap for the future work of new employees Additionally, the orientation session also has the role of establishing a serious working attitude and building a professional image of the company by emphasizing the basics of the session Analyse orientation a Advantages One of the major benefits of the orientation program at McDonald's is its brevity and focus The program provides employees with a comprehensive understanding of the company's history, regulations, personnel policies, and performance evaluation measures The program is designed to be concise, making it easier for employees to retain the essential information Additionally, McDonald's orientation program does an excellent job of educating employees about the importance of food hygiene and safety This is vital for the restaurant's reputation and directly impacts on the satisfaction of customers If employees are not properly explained about this, it can lead to mistakes that affect the quality of service Furthermore, McDonald's provides a clear career path for employees, allowing them to understand the different positions in the restaurant and giving them direction if they aspire to move up to the RGM position b Disadvantages - Data interview Tran D.D.A., a McDonald's employee shared that his orientation provided quite a lot of information about his new job Orientation Day at McDonald's focused mainly on providing information about employees' tasks, but it fails to address the equally important purpose of helping them adjust to the new environment This became evident from the feedback given by McDonald's employees about the welcome they receive from the RGM Mr Tran D.D.A stated that he did not experience the welcome from the RGM or management, which he was supposed to receive as per the theoretical orientation The orientation process at McDonald's does not make it easy for new employees to be welcomed by the RGM, which is crucial for making them feel comfortable and less stressed in their new working environment Making new employees feel welcome and at ease is essential for their learning and working effectively This is not only a shortcoming of this McDonald's Orientation, but it also reflects the fact that not every McDonald's Orientation will take place as the information they provide to people - Competitor McDonald's has a comprehensive orientation process, but it falls short when compared to KFC's orientation program: About an indirect orientation, KFC uses videos to convey information effectively and engage new employees, which is more interesting than reading a thick packet of papers from McDonald's Additionally, KFC's slogan "Welcome to the KFC Family" creates a sense of companionship and value among new employees, which fosters loyalty As per our evaluation of KFC regarding the treatment of new employees, the company gives significant importance to the quality of orientation provided to them The duration of the orientation may vary based on the location of the restaurant, with those in larger cities or busy regions requiring longer periods to ensure that new employees are adequately equipped to handle the job's demands In contrast, McDonald's offers a vast amount of information during a 2-3 hour orientation, regardless of whether the staff can absorb it This practice leads to employees having insufficient knowledge about the company, making it challenging to establish loyalty According to "22 McDonald's Statistics [2023]: Restaurant Counts, Facts, And Trends" by Abby McCain, the annual turnover rate at McDonald's is over 130% Recommendation The Orientation program at McDonald's should cover more aspects of the company, such as information on employee performance evaluation and transfer request procedures This practical knowledge can help employees in their future work and motivate them to perform better To create a sense of belonging, the welcoming of new employees is crucial during the Orientation program The manager, as both the team representative and immediate superior, should greet new employees and create a positive impression, making them feel like part of the family Managers can also provide helpful tips and information, such as wifi passwords and work-related advice Moreover, the emotions and working attitudes of employees are significantly impacted by their colleagues, which is why it is essential for them to maintain a positive demeanor while interacting with new people This includes being open to answering any questions that newcomers may have, especially about things that the new one may not yet understand The Orientation session of McDonald's-KFC's competitor highlights the importance of being creative and sophisticated in providing information and communicating with employees, particularly during the Orientation This is because the Orientation is the initial opportunity for employees to engage with and evaluate the company they will be working for, and therefore, innovation in this area is crucial This is one of the things McDonald's should change in their orientation program II Training Current practice Investing in human resource training has become a significant problem for many 10 businesses However, it will be difficult for a business to develop if its human resources are not trained and improved every year according to the rapidly evolving trend of the fast food market To gain the current position in the international market, McDonald's has always come up with effective human resource development strategies timely One of these strategies is that Mc Donald's has applied the ADDIE method in designing the training process for new employees To clarify: The ADDIE method for training is a five-step process to developing iterative learning and training activities It stands for Analysis, Design, Development, Implementation, and Evaluation Firstly, A is the first step of ADDIE, standing for analysis There are two aspects in this step: Task analysis and Performance analysis With analyzing tasks, the instructor will observe new employees perform on each station (lobby, service and kitchen) and contain teachable tasks such as dropping baskets of fries or salting fires Performance analysis just focuses on correction changes or behavior changes The letter D, standing for Design, is the second step in the training programme One of the specialties in Mcdonalds training process is on-the-job training, to be more detailed, on-the-job training gives the new employees the opportunity to work shoulder-toshoulder with a trainee, which builds on-the-job practical restaurant skills and shows how the concepts work in working environment The next D, which is Development, has three main tasks: Constant changes through innovation with technology; “Test” new programs prior to national roll out; and feedback 11 about training Next is about I, representing Implementation Once training tools are finalized, they are rolled out If these tools have been approved as a standard, then it will be formalized all in training Training tools are systematic, interesting and understandable They enable consistent and updated messages to be delivered Beside this, Mc Donald’s have some programs for new employees such as New Employees Handouts and Pocket Quality Reference Guides Finally, Evaluation is the most important step in conducting ADDIE training Managers in Mc Donald’s have a quote “When we shortcut training, we see it as a lack of performance of products and people '', that's a guideline for trainees when guiding new employees At the end of the training program, the managers will collect feedback on employees’ first hand experience, or mentors evaluate employees through quizzes, onthe-job observations When it comes to the reality of training for new employees in McDonalds, there are two levels of training: for members and for managers Crew members are trained extensively on all food safety at McDonald's Trainees work while they learn the operational skills necessary for topsy and food handling processes for running each of the positions in a restaurant - from front counter to the grill area Theoretically, there are four steps in training a new employee at McDonald's: prepare, present, try out, and follow up These steps are usually done over a period of 4–6 shifts Prepare means the crew trainer gets himself and the station ready for training Present means showing the trainee how to work the station Try out means letting the trainee work the station while coaching them 12 Finally, the crew trainer followed up with the trainee about what they did wrong and what they did well It is obvious that McDonald's has applied on-the-job training and rotational training methods Rotational training is a development strategy where employees rotate through different departments and job functions The goal is to help them increase their experience, knowledge and understanding of the company For example, McDonald's restaurants are divided into stations with 25 positions, and crew members are rotated through a number of different roles to reduce monotony in the process For training managers, McDonald's is dedicated to professional training and development The average McDonald's restaurant manager spends more than 2,000 hours over four years in training for all members in Mc Donald’s This can be compared with the amount of time that a typical four-year college student spends in the classroom There are many courses for management development listed there: employee relation training, time management, community images, staff retention and discipline, personal leadership and effective coaching, employee communication, learning to manage shifts, managing staff development, optimizing restaurant food cost, and Accounting and Financial procedures Being a manager in a big brand like Mc Donald’s, they must be a person who possesses true leadership skills, excellent communication skills, a knack for hospitality, organizing, planning, and executing, and most importantly if they are confident in their ability to manage a large crew and multitask with ease Analyse training a Advantage The training program offered by McDonald's has a number of advantages, starting with 13 its comprehensive approach that includes on-the-job, off-the-job, and rotational training methods As we have explained in the previous part, McDonald's restaurants are divided into three stations with twenty-five positions therefore, the demand for flexibility is extremely high This program is designed to address the needs of both the restaurant and its crew members, who are often young people seeking work that is engaging and challenging By rotating crew members through various roles, McDonald's can reduce monotony while providing valuable training and development opportunities Overall, this flexible training program has proven to be a successful strategy that benefits both employees and the restaurant itself Second, McDonald's utilizes the on-the-job training approach, which is considered ideal for the requirements of a fast-food restaurant By using the on-the job training method, it does not require much time or money to set up because the training is done on-site and usually by staff members who already work there In McDonald’s there is a position called Crew Trainer who will support the new employees during their training period New employees also receive guidance and advice from their co-workers Nguyen Tri C., a former McDonald's employee in Hanoi stated that he believes that this method of learning is the quickest and most effective way It also makes him feel more comfortable, and he improves thanks to suggestions from his colleagues In addition, the method allows for targeted learning and skill development as training focuses on specific tasks such as fried cooking skills or direct practice with automated ordering devices As a result, McDonald's staff know exactly what they need to perform and will adapt easily to different positions in the restaurant 14 On-the-job training also gives employees the opportunity to instantly apply the skills they learned in a real-life setting, allowing them to practice and improve Employees will be trained in skills based on what they actually experience In addition, they will also receive direct feedback from managers and customers to improve their capabilities The ability to apply the skills they learned in a real-life also meets the human resource needs of each different position in the McDonald's restaurants because crews will be allocated to begin training at one of three stations: lobby, service, or kitchen, based on the real condition of the restaurant and personal abilities Nguyen Tri C stated, "When the crews enter the restaurant, they will be transferred to a position that is still short of staff and will be trained continuously; McDonald's aims for an all-round employee rather than a master at one specific position." Furthermore, this training method also supports the improvement of employee performance Many McDonald's crews in Hanoi say that on-the-job training allows them to memorize the task better than having theory lessons Furthermore, when they study on their own, they feel more comfortable, and since they are not under any pressure, their performance will be improved This is also a strategy in McDonald's human resource management: happy crew, happy service In contrast to KFC, which solely relies on on-the-job training, McDonald's employs a range of training methods that include both on-the-job, off-the-job, and rotational training This diverse approach enhances employees' fundamental understanding and expertise Employees at McDonald's attend courses about the company's culture, the importance of teamwork spirit, occupational safety policies, etc McDonald’s crew members also receive thorough instruction in food safety, hospitality and they develop 15 their flexibility by are rotated through a number of different positions in the restaurant Another advantage of McDonald’s training program is that the superiors determine the crew’ training needs They will review and evaluate what further training the training requirements of the employees of the employees, in which position, and for how long As a result, the training process at McDonald's restaurants is flexible while still ensuring regularity and consistency In addition to training for new crew members, McDonald's also builds training and career development programs for employees to advance to higher positions However, McDonald's has a highly tight selection procedure for manager positions, requiring employees to go through many management training programs Therefore, in terms of operating the restaurant and improving the service quality, McDonald's managers performed an excellent job Consequently, both customer satisfaction and the volume of consumers coming to McDonald's restaurants in Vietnam are significantly greater than those of their competitors b Disadvantages Despite the many benefits of on-the-job training, there are also some disadvantages to consider One of the most prevalent drawbacks is that new employees may feel uncertain and unsure of their responsibilities during their initial weeks on the job, leading to confusion about whether they are performing their tasks correctly McDonald's managed this by establishing a Crew Trainer role to guide and support new employees However, when we interviewed an employee who used to work at a McDonald's in Hanoi, he revealed that the Crew Trainers will guide you through the first steps, but they will not 16 monitor and comment on whether you did well or not They just show how to it step by step The second disadvantage is that this method of training may have an impact on the restaurant's workflow, which requires the coordination of different departments: taking orders, paying, cooking, arranging food according to orders, and serving dishes to customers If there is a delay or an error in any step, it will have a domino effect on the entire process Besides, McDonald's training programs are effective but not diverse and lack novelty Compared to KFC, which launched a virtual reality game “The Hard Way” in 2017 to help employees familiarize themselves with making fried chicken, McDonald's needs more innovative and creative ways to support employees during work Finally, the manager's attitude and inconsistencies in their way of working create confusion among employees A crew member at a McDonald’s restaurant in Hanoi stated that when he was preparing for the GEO position, the most difficult challenge for him was that each manager had separate ways of working For example, what was deemed appropriate by one manager, was considered inappropriate by another supervisor on the following day c Evaluation Based on the above analysis of the advantages and disadvantages of McDonald's training program, we have made several evaluations based on the following criteria: customer satisfaction and improvement in service quality, employee satisfaction and employee 17 turnover rate Customer satisfaction and Improvement in service quality According to a survey on customer satisfaction about McDonald’s by a group of students at the College of Foreign Trade, up to 49.5% of surveyed customers have positive experiences with McDonald's Vietnam service, while 39.8% are extremely satisfied This demonstrates the effectiveness of McDonald's employee training strategy since customers are provided food quickly, of excellent quality According to the survey, McDonald's crew members are professional, helpful, and know how to take care of customers on any occasion As a result, it is clear that McDonald's on the job, off the job and rotational training methods are doing excellently Employee satisfaction and employee turnover rate Employees at McDonald's highly appraise the restaurant's training program, which they believe is the quickest and most effective way to start their job However, they are dissatisfied with the guidance and behavior of the managers They get confused when they not know if they have done their job appropriately because, as previously analyzed, McDonald's managers lack consistency in the way they work That led to the high turnover rate at McDonald's, reaching 130% Although McDonald's has a decently structured training system, it is imperative to revise and standardise the way employees are evaluated and there must be an unity in the working method of the managers Recommendation Mc Donald’s company has already done a great job on training employees However, at 18 its franchise store in Hanoi, there are some training approaches needed to improve The following suggestions are what we recommend after critically evaluating the store training policies and staff feedback Mc Donald’s is applying Job rotation well, but new staff still feel uncertain about their positions => The training program should be tailored to enhance each individual's specialised knowledge The supervisor needs to ensure whether employees can it or not before skipping them to other areas There should be encouraged to communicate face-to face more with learners After a long-term of working, there is a response that little presence of a superior accompanied with her/his unethusiastic attitude, putting a negative impact on staff mood The company needs to train more thoroughly on the trainer, specify their missions including the periodic check Having personnel who are well-trained & well-attitude is key for McDonald's to provide excellent service to its customers A survey for employees is offered at the end of two- month in the first year working to ask what they want or challenges they faced Manager can know from staff’s aspect and harnessed the talent individual, therefore utilised for the advantages of the firm Even learning from co working is a great method but it takes quite a lot of time to ensure staff actually understand the whole operational process McDonlad’s should apply Elearning through gamification at the Hanoi store, it is a combination between studying and learning That will optimise training time and increase job efficiency & effectiveness 19 C CONCLUSION Programs for orientation and training are crucial steps in creating a motivated, adaptable, high-potential workforce and integrating new hires into the workplace Orientation is providing a newcomer with basic company information, and it not only boosts their ability to the job but also helps them feel part of the organisation The HR department has played an important role, generally orients newcomers to broad organisational issues and fringe benefits McDonalds' training is based on delivering quality services, cleanliness, and customer satisfaction toward both well-trained crew members and managers Some on-going training methods applied are the rotation, on-the-job,etc McDonald’s policy provides future career opportunities for employees as well as the boost for higher positions that allows them to improve and develop full potential In Hanoi(Vietnam), we interviewed employees in several Mc Donald's restaurants and found out that a few procedures did not follow the general policy like a tour for newcomers or the positive attitude of trainers Some trainees still don't have enough information about what they are doing Mc Donald's in Hanoi should fix these shortcomings to keep and utilise the talent trainees Mc Donald's can also apply AI to innovative their orientation & training, optimising the benefit of the organisation D REFERENCE corporate.mcdonalds.com “Our Mission and Values” Available at: https://corporate.mcdonalds.com/corpmcd/our-company/who-we-are/our-values.html? fbclid=IwAR0MJo2olu4fVz5w0uhK7CsUYQ- 20 rUD7cBU7M2yXGmDWU4K_x1tOyjg1jgS4 Patrick Algrim (2022) “McDonald's Orientation - How to Prepare, What to Know” Available at: https://www.algrim.co/2410-mcdonalds-orientation Ipl.org , “Disadvantages Of Orientation Training” Available at: https://www.ipl.org/essay/Disadvantages-Of-Orientation-Training-FKKPFE2FJ4D6? fbclid=IwAR1FYx-SFIy8RwBUUnQCwgFJVbK93kxhaekAffmekQMuiqjaimJbWitSwY KFC Welcome Orientation - YouTube Available at: https://www.youtube.com/watch? v=BQiihF6H-nE Andrew Downes(2019), “ADDIE: A 5-Step Process for Effective Training & Learning Evaluation” Available at: https://www.watershedlrs.com/blog/learning- evaluation/addie-instructional-design-model/ Slideshare (2017), “Mcdonald final assignment on HRM Practices” Available at: https://www.slideshare.net/kds_7o7/mc-donald-final-assignment-on-hrm-practices HCMUTE (2021-2022), “Trình bày phân tích hoạt động quản trị nguồn nhân lực quốc tế tập đoàn McDonald’s” Available at: https://www.studocu.com/vn/document/truong-dai-hoc-su-pham-ky-thuat-thanh-phoho-chi-minh/human-resource-management/trinh-bay-va-phan-tich-hoat-dong-quan-tringuon-nhan-luc-quoc-te-cua-tap-doan-mcdonalds/20891538 Jenna, Imran, Iryna (2015), “McDonald's Training and 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https://www.academia.edu/48514187/THE_EFFECT_OF_TRAINING_AND_DEVE LOPMENT_ON_IMPROVING_PERFORMANCE_IN_MCDONALDS 14 Dipaali Puleka, Dr Kiran Shrimant Kakade, Nilesh Puleka (2018), “Comparative analysis of training and development practices in fast food segment - McDonald and KFC” Available at: https://www.researchgate.net/profile/Dr- Kakade/publication/333904097_COMPARATIVE_ANALYSIS_OF_TRAINING_AN D_DEVELOPMENT_PRACTICES_IN_FAST_FOOD_SEGMENT_MCDONALDS_AND_KFC/links/5d0bb8f392851cfcc627ff31/COMPARATIVEANALYSIS-OF-TRAINING-AND-DEVELOPMENT-PRACTICES-IN-FASTFOOD-SEGMENT-MCDONALDS-AND-KFC.pdf 22