None of us is as good as all of us how mcdonalds prospers by embracing inclusion and diversity

But McDonald’s isn’t just about diversity for the sake of diversity; it’s also about team unity and family If you want to build an organization and a business culture that unites individuals in a quest for excellent service and long-term success, None of Us Is as Good as All of Us offers all the inspiration and guidance you need Photo: Paul Sherman Jacket Design: McDonald’s Creative Services Department “McDonald’s has long been recognized as a leader in inner-city community development and providing opportunities to African-American entrepreneurs Pat Harris tells the fascinating story behind how they it, and who some of the surprising heroes are.” —Rev Jesse L Jackson, Sr., founder and President, RainbowPUSH Coalition, Inc “The rise of women within the ranks of McDonald’s is an inspiring story in itself, but this book also details the lessons learned along the way and how they can be applied to tap women’s potential in any organization.” —Ilene H Lang, President and CEO, Catalyst “Pat Harris has done more than relate the incredible success of Hispanic Americans at McDonald’s She has described the power of inclusion and diversity as a winning strategy for any business that wishes to achieve a competitive advantage.” —Dr Juan Andrade, Jr., President, United States Hispanic Leadership Institute “Pat Harris’s history of the evolution of inclusion and diversity is a valuable blueprint for the next generation in the workplace to follow and a point of pride for all of us associated with McDonald’s.” —Wai Ling Eng, founding member of the Asian & Pacific Islander American Scholarship Fund and McDonald’s Owner/Operator “Here’s McDonald’s secret sauce revealed for all to see—the power of our people The desire and discipline to give individuals the opportunity to succeed, no matter who they are or where they’re from, is the key to success.” —Fred Turner, Honorary Chairman and former McDonald’s grillman and CEO ––––––––– McDonald’s will donate all of its profits from the sale of this book to Ronald McDonald House Charities to improve the health and well-being of children around the world HOW McDONALD’S PROSPERS BY EMBRACING INCLUSION AND DIVERSITY PATRICIA SOWELL HARRIS is the Global Chief Diversity Officer of McDonald’s Corporation, the world’s largest quick service restaurant chain McDonald’s serves more than 58 million customers each day and employs 1.6 million people in 118 countries For more information on McDonald’s, please visit www.AboutMcDonalds.com NONE OF US IS AS GOOD AS ALL OF US NONE OF US IS AS GOOD AS ALL OF US For business owners, it’s a perfect template for encouraging diversity in an organization and turning that diversity into a long-term competitive advantage PRAISE FOR HARRIS (continued from front flap) $24.95 USA/$29.95 CAN HOW McDONALD’S TURNS DIVERSITY INTO SUCCESS M – – – – – – NONE OF –US– – IS AS GOOD AS ALL OF US HOW McDONALD’S PROSPERS BY EMBRACING INCLUSION AND DIVERSITY PATRICIA SOWELL HARRIS McDONALD’S GLOBAL CHIEF DIVERSITY OFFICER cDonald’s—with its iconic Golden Arches, unforgettable jingles, and famous french fries—is one of the globe’s most recognized brand names One of the biggest employers in the world, McDonald’s staff is among the most racially, culturally, and religiously diverse anywhere But few people know the extent to which McDonald’s continuing growth and success is due to the company’s internal philosophy of inclusion and diversity In None of Us Is as Good as All of Us, McDonald’s Global Chief Diversity Officer, Patricia Sowell Harris, offers the first inside look at the company’s philosophy of inclusion and diversity through interviews with more than 60 key employees and leaders These accounts—of franchisees, suppliers, and employees—reveal how McDonald’s embraces all races, creeds, and cultures to create unity and business achievement This is the first inside look at how a major corporation manages to translate its commitment to diversity into long-term business success With a Foreword by Jim Skinner, McDonald’s CEO, you’ll see the inner workings of one of the world’s largest and most diverse workforces FOREWORD BY McDONALD’S CEO JIM SKINNER (continued on back flap) E1FFIRS 08/18/2009 12:16:54 Page E1FFIRS 08/18/2009 12:16:54 Page NONE OF US IS AS GOOD AS ALL OF US E1FFIRS 08/18/2009 12:16:54 Page E1FFIRS 08/18/2009 12:16:54 Page NONE OF US IS AS GOOD AS ALL OF US HOW McDONALD'S PROSPERS BY EMBRACING INCLUSION AND DIVERSITY PATRICIA SOWELL HARRIS John Wiley & Sons, Inc E1FFIRS 08/18/2009 12:16:54 Page Copyright # 2009 by McDonald’s Corporation All rights reserved Published by John Wiley & Sons, Inc., Hoboken, New Jersey Published simultaneously in Canada No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 646-8600, or on the web at www.copyright.com Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, or online at http://www.wiley.com/go/permissions Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose No warranty may be created or extended by sales representatives or written sales materials The advice and strategies contained herein may not be suitable for your situation You should consult with a professional where appropriate Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at (800) 762-2974, outside the United States at (317) 572-3993 or fax (317) 572-4002 Wiley also publishes its books in a variety of electronic formats Some content that appears in print may not be available in electronic books For more information about Wiley products, visit our web site at www.wiley.com Library of Congress Cataloging-in-Publication Data: Harris, Patricia Sowell None of us is as good as all of us: how McDonald’s prospers by embracing inclusion and diversity / by Patricia Sowell Harris p cm Includes index ISBN 978-0-470-49932-0 (cloth) McDonald’s Corporation–Management Diversity in the workplace I Title TX945.5.M33H37 2009 331.11 43–dc22 2009031721 Printed in the United States of America 10 E1FFIRS 08/18/2009 12:16:55 Page This book is dedicated to the hundreds of thousands of my colleagues who bring diversity to life at McDonald ’s every day to my late father and mother, who made me who I am and would be proud of who I have become and to my son, Dwayne, and granddaughter, Cydnii, who represent the promise of a better future E1FFIRS 08/18/2009 12:16:55 Page E1FTOC 08/18/2009 9:59:4 Page Contents FOREWORD MESSAGE BY JIM FROM SKINNER ix LINDA DUNHAM xi MCDONALD’S DIVERSITY TIMELINE xiii Chapter 1: Welcome to McDonald’s Chapter 2: In the Beginning 13 Chapter 3: Awakening 25 Chapter 4: The African American Experience 37 Chapter 5: The Women’s Experience 77 Chapter 6: Hispanic Americans and More 99 Chapter 7: McDonald’s Today 129 Chapter 8: Tomorrow the World! 147 A NOTE FROM THE AUTHOR 161 ACKNOWLEDGMENTS 163 INDEX 165 vii E1FTOC 08/18/2009 9:59:4 Page E1C08_1 08/18/2009 160 E1BABOUT 08/11/2009 13:27:4 Page 161 A Note from the Author O ne of McDonald’s enduring values—a core principal that started with our founder, Ray Kroc—has been to give back to those who have contributed to our success The last of 11 children, growing up in a small, rural area in South Carolina, I never dreamed I would be given so many wonderful opportunities in my lifetime Being able to write about the people who made these opportunities possible is one small way that I can give credit back to them It is testimony to the fact that no one journeys through their lifetime alone This book is truly an expression of my appreciation to a company that has made it possible for me to achieve my potential as a person I felt it was important to tell McDonald’s remarkable story because there are so many others who can benefit and profit from our experience I hope that as you have read through these pages, you feel the same inspiration and enthusiasm as I for the ability of individual people to make a difference—a difference in crafting your own careers, in helping transform your companies and your communities, and in working to create a better society From the outset of this project, I felt strongly that the profits from the sale of this book should be donated to Ronald McDonald House Charities (RMHC), so we can continue to give back to families in need That’s why I am so proud that this book will not only share the remarkable story of the evolution of inclusion and diversity at McDonald’s, but it will also contribute to the well being of children and families in our communities 161 E1BABOUT 08/11/2009 162 13:27:4 Page 162 A NOTE FROM THE AUTHOR We founded RMHC 35 years ago in the memory of Ray Kroc, who died in 1984, and it has since grown into an expression of McDonald’s commitment to children around the world Who knows which children today, no matter how humble their circumstances or what challenges they have to overcome, will grow up to become leaders in our society tomorrow, with a little help from us? I thank all of you who have purchased this book In doing so, you have contributed to making a meaningful impact on the lives of families in need None of us is as good as all of us —Pat Harris E1BACK 08/19/2009 11:29:44 Page 163 Acknowledgments N o book could be written about the unique phenomenon known as McDonald’s without acknowledging the contributions of two men: Ray Kroc, the founder whose vision created the company, and Fred Turner, the ‘‘architect’’ of the McDonald’s system we know today Special thanks to our CEO, Jim Skinner, for encouraging me to write this book, and to Jack Daly, senior vice president of Corporate Relations, for serving as my executive sponsor I would also like to acknowledge the people who paved the way by being the pioneers, the first to travel where no one else had ventured These include our first franchisee, Art Bender in California; our first female franchisee, Lillian McMahon in Michigan; our first African American franchisee, Herman Petty in Illinois; our first Hispanic franchisee, Henry Garcia in California; and our first Asian franchisee, Ted Tongson in Texas They were the pathfinders who opened the doors of opportunity for so many others after them I want to thank my current staff members—Gus Viano and Kevin Bradley—for their steadfast support in carrying the torch of inclusion and diversity throughout the system, shedding light as they go My special appreciation goes to Lynda DuBovi for her patience and persistence in helping to schedule the interviews that are the core of this book And a special thanks is extended to all those who have served the cause as part of our department through the years 163 E1BACK 08/19/2009 164 11:29:44 Page 164 ACKNOWLEDGMENTS In addition, acknowledgment is due to all my colleagues across the country and around the world, my fellow diversity leaders who are working so diligently every day to make inclusion and diversity an integral part of the companies and organizations they serve For every interview we did to develop this book, we thought of a dozen more people who could have contributed to our story I only wish we had had the time to talk to everyone who has been part of this inspiring development of diversity within McDonald’s, because our success was clearly an effort by all of us I sincerely thank those employees, franchisees, and suppliers—past and present—who so graciously gave us their time and shared their recollections on the evolution of diversity at McDonald’s These include Ernie Adair, Annis Alston, Rita Alborez-Pozniak, Ralph Alvarez, Jose Armario, Bob Beavers, Chris Beck-McKay, Monica Boyles, Ron Brown, Jerry Calabrese, Susan Chrisman, Marge Cooke, Dick Crawford, Don Crosby, Ron Damper, Lee Dunham, Richard Ellis, Steven Eng, Tim Fenton, Janice Fields, Rich Floersch, Henry Garcia, Karen Garcia, Rosemary Garcia, J.C Gonzalez-Mendez, Maura Havenga, Denis Hennequin, Luis Hernandez, Mel Hopson, Fran Jones, Glen Kikuchi, Bonnie Kos, Victor Lim, Johanne Luth, Roberto Madan, Paula Marshall, Raymond Mines, Herman Petty, Ed Rensi, Rogercarole Rogers, Vivian Ross, Malou Roth, Steve Russell, Catherine Sanchez, Ed Sanchez, Gloria Santona, Stan Stein, Don Thompson, Mike Thompson, Isabelle Villasenor, Reggie Webb, Cosmo Williams, and Marilyn Wright Finally, I also want to thank Arthur Miller, who helped conduct our interviews and provided invaluable editorial assistance in putting this book together, and to my colleagues Eric Gallender, Susan Clark McBride, and Lisa McComb, who made certain from both a communications and a legal perspective that every word in and aspect of this book are accurate and appropriate reflections of the McDonald’s diversity story and the McDonald’s brand—and who also were instrumental in bringing this story to others It is our collective hope that, in doing so, we help make the world a better place E1BINDEX 08/11/2009 13:22:7 Page 165 Index A Accelerated Management Development, 48 Advertising: to African Americans, 46–47 in Asian Consumer Marketing program, 122–123 Affirmative Action, 55–60, 103, 132 Affirmative Action Department, 52, 57, 61 African Americans: advertising to, 46–47 as consumers, 60 as franchisees, 31–32, 40–41 networks for, 45–46, 62 recruitment of, 138–139 as Regional Managers, 51 ‘‘salt and pepper’’ financing for, 30, 33, 48 success in integration of, 47–48 in Washington, D.C., franchises, 30 See also Black Career Development seminar; National Black McDonald’s Operators Association (NBMOA) Albany region of New York, 153 Alborez-Pozniak, Rita, 106, 107 Alston, Annis, 50–51 Alston, Ben, 51 Alvarez, Ralph, 137, 151–152 Americans with Disabilities Act, 115 Apodaca, Jerry, 102 Armario, Jose, 152, 156 Asian Americans, 117–123, 134 Asian and Pacific Islander American Scholarship Fund, 123 Asian Business Vision, 122 Asian Consumer Marketing program, 122–123 Asian McDonald’s Operator Association, 122, 123, 135 165 E1BINDEX 08/11/2009 13:22:8 Page 166 166 INDEX B Bama Pies, 93–94 BCD, see Black Career Development seminar Beavers, Bob, 31, 39–41, 42–43, 64, 71, 72 Beck-McKay, Chris, 86–87, 90 Benchmark, serving as, 72–73 Bender, Art, 16, 18 Benson, Orville, 42 Best Company for Diversity, Big Brother program, 54 Black Career Development seminar, 49, 50, 52, 74, 134, 139 Black Employee Network, 62 Black McDonald’s Operators Association(BMOA), 45–46 Board of Directors, 64 Boyle, Barbara, 83 Boyles, Monica, 81–83, 85, 86, 87, 90–91, 94–95, 108 Bradley, Kevin, 133, 135 Brand value, building, 69–70 Brown, Joe, 31, 44 Brown, Ron, 49–50, 52, 61, 73, 107–108 Burke, Chris, 113 Burrell, Tom, 46–47 Business results, 4–5 C Calabrese, Jerry, 58–59 Canchola, Jose, 102 Cantalupo, Jim, 116–117 Carrawell, Chris, 114 Castro, Richard, 110 Catalyst organization, 96 Center of Global Inclusion and Intercultural Management, 157–158 Central Division Leadership Council, 91 Change, identifying and anticipating, 33–35 Chicago, networking in, 41–42, 45 Childs, Ted, 72 Chrisman, Susan, 90, 93 Civil Rights movement, 29 Clement, Kenneth, 43–44 Cleveland, franchises in, 42–44 Cohen, Burt, 33, 88 Commitment to diversity from management, 6, 34–35, 136–137 Community, participation in, 69–72, 101–102, 110–112, 126 Consultants, role of, 83 Consumer base, see Customer base Cooke, John, 81 Cooke, Marge, 80–81, 82–83, 84, 87, 89–91, 96 Core values, building upon, 23–24 Corporate culture, 49–50, 74 E1BINDEX 08/11/2009 13:22:8 Page 167 INDEX Crosby, Don, 153–154 Crouton company, 64 Cultural Days, 107 Cultural differences, and diversity groups, 127–128 Customer base: African American, 60 diversity of, 3, 4, 12, 154 Hispanic, 101–102 internal workforce as mirror of, 85 D Damper, Ron, 63–64 Day Ladies, 28 Dentice, Tom, 66 Differences: cultural, and diversity groups, 127–128 recognition and valuing of, 132 Disabilities, employees with, 112–117 Diversity, definition of, Domestic partners, benefits for, 123–124 DuBovi, Lynda, 133 Dunham, Lee, 59, 62–63, 65, 66, 159 Dunham, Linda, 62 DuPlessie, Arthur, 31, 48 E Ellis, Richard, 124–125, 126 Employee networks: 167 for African Americans, 62 for Asian Americans, 118–119 for Hispanic Americans, 107 importance of and support for, 7–8, 97–98, 134–135 in regions and divisions, 92–93 role of, 61 Employing People with Disabilities seminar, 115 Eng, Steven, 121–122, 123 Europe, diversity initiatives in, 153, 154–155 Evolution of diversity: employee networks and, 134–135 franchisee networks and, 135–136 leadership commitment and, 136–137 overview of, 131 staff and, 133 stages of, 132–133 stories of, 137–144 training and, 133–134 Expansion, pace of, 39–40, 46 F Fair Oaks Farms, 52 Fast Track program, 48 Fenton, Tim, 152, 153, 154 Fernandez, Gerry, 136 Fetters, Tracy, 114 Field, affirmative action in, 59–60 E1BINDEX 08/11/2009 168 13:22:8 Page 168 INDEX Fields, Jan, 141–143 Floersch, Rich, 151, 152, 156–157 Fortune magazine, Best Company for Diversity, Franchisees: agreements with, and wives of, 88 networks for, 45–46, 135–136 See also Asian McDonald’s Operator Association; McDonald’s Hispanic Operators Association; Minority licensing; National Black McDonald’s Operators Association; Women Operators Network French, John, 31 G Garcia, Henry, 101, 103–104 Garcia, Karen, 119, 122–123 Gay and lesbian employees, 123–126 Gay and Lesbian Network, 124 Gee Gee Corporation, 30, 43, 46, 53 Gibson, John, 30 Glass ceiling, 90 Global diversity efforts, 150–158 Global scope of business, 4, 149 Goldstein, Oscar, 30 Gonzalez-Mendez, J C., 71, 108–110 Greenberg, Joseph, 31, 48 Gutierrez, Paul, 102 H Hamburger University, 7, 19–20 Harada, Eikoh, 153 Harris, Patricia Sowell, 8–11, 57, 95 Havenga, Maura, 92, 150–151, 152 Hennequin, Denis, 152, 154–155 Hernandez, Luis, 111, 112 Hill, David (Rabbi), 42, 43, 44 Hispanic American Commitment to Education Resources, 110 Hispanic Americans: career development classes for, 106–107, 134 community participation and, 110–111 management pipeline and, 105, 108–110 networks for, 102, 105, 107, 134 as owner/operators, 101–104, 111 recruitment of, 137–138 See also McDonald’s Hispanic Operators Association Hispanic Business Vision, 112 E1BINDEX 08/11/2009 13:22:8 Page 169 INDEX Hispanic Employee Network, 107, 134 Hispanic Leadership Network, 105 History, sources of, 8–9 Hopson, Mel: affirmative action and, 57–58, 60 career of, 55–56 Crosby on, 153–154 employee networks and, 61 goals of, 131 on recognition, 68 Sanchez on, 105 D Thompson and, 139 M Wright on, 89 I IBM, as benchmark company, 72 ‘‘I’m lovin’ it’’ theme, 150 Inclusion and Diversity Department: diversity within, 128 employee networks and, 134–135 external partnerships and, 136 global diversity initiatives and, 157–158 name changed to, 61 staff of, 133 training and, 133–134 International employees, 150–158 169 J Japan, diversity initiatives in, 153 Johnson, Chuck, 43 Jones, Fran, 65–66, 72 Jones, Roland: BMOA and, 45–46 Burrell and, 47 asfieldconsultant,27,32–33,41 Gee Gee Corporation and, 31 NBMOA and, 46 as owner/operator, 61 Rensi on, 44 K Kaplan, Noel, 10, 143 Kelly, Ralph, 46 Kikuchi, Glen, 119–121 Kos, Bonnie, 80–81, 82–83, 84, 90–91, 94 Kroc, Ray: business model of, M Cooke and, 81 as founder, as franchising agent, 16–18 Grinding It Out, immigrant heritage of, 27 Paul Marshall and, 93 Martino and, 21 McDonald brothers and, 19 McMahon and, 79 quotation of, 6, 73, 159 as salesman, 16 Sonneborn and, 22 Kujawa, John, 88 E1BINDEX 08/11/2009 170 13:22:8 Page 170 INDEX L Latin America, diversity initiatives in, 156 Leadership pipeline: diversity and, 136–137, 139–140 Hispanic Americans and, 105, 108–110 Russell and, 141 women and, 86, 144, 155 Leveraging diversity, 140 Lim, Victor, 118–119, 122, 123 Lopez Foods, 105 Los Angeles, California, riots in, 70–72 Luth, Johanne, 91–92 M Madan, Roberto, 102–104 Male-only restaurant staff, 20, 27–28 Management: African American, 30–31 commitment to diversity from, 6, 34–35, 136–137 global, 149 pipeline to, 86, 105, 136–137, 139–141, 144, 155 training for, 52–53, 74, 84, 108 Management of diversity, 132–133 Managing the Changing Workforce class, 108 Managing the Changing Workforce department, 82–83 Marchand, Cary, 114 Markets, global, adaptation to, 149–150 Marshall, Alabama, 93 Marshall, Paul, 93–94 Marshall, Paula, 93–94, 96 Martino, June, 21–23, 80 McDonald, Richard and Maurice, 15, 16, 19, 28 McDonald’s drive-ins: in Des Plaines, Illinois, 17 original, 15–16 McDonald’s Gay and Lesbian and Allies Network, 125, 134 McDonald’s Hispanic Operators Association (MHOA), 102, 103–104, 107, 111, 135 McDonald’s Manual (1958), 20 McDonald’s System, Inc.: fifth year end, 19 first year end, 18 formation of, 17 tenth year end, 20 McJobs program, 112–117 McKay, Mark, 86–87 McKeller, Darlene, 88 McMahon, Jack, 79 McMahon, Lillian ‘‘Mickey,’’ 79 McOpCo, 48, 86 McZier, Art, 41 E1BINDEX 08/11/2009 13:22:8 Page 171 INDEX Mendez, Rudy, 105 Mentoring program, 54 MHOA, see McDonald’s Hispanic Operators Association Mines, Raymond, 53, 65, 125, 139–140, 142 Minority licensing: African Americans and, 44–45 expansion of, 67–68 Hispanic Americans and, 101 proactive approach to, 39–41 Minority-owned vendors, 94, 109–110 Multicultural Foodservice & Hospitality Alliance, 136 N Nabor, Chere, 96 National Asian Employee Network, 118–119, 134 National Black McDonald’s Operators Association (NBMOA), 46, 62–63, 64–65, 66–68, 135 National Leadership Council, 92 National Symposiums, 135 Networking concept, 41–42 See also Employee networks; National Black McDonald’s Operators Association; Women Operators Network 171 O Operations Manual on Window Man position, 20–21 Osborne, Carl, Sr., 30–31, 46, 61 P Partnering alliance, as threelegged stool, 6, 18–19, 23 Patrick, Harold, 72 Peoples, Diane, 66 Persistence, importance of, 144–145 Petty, Herman, 31–33, 42, 45, 46 Principles of diversity, 68, 158–159 Profitability, and diversity, 11–12 Q QSC (Quality, Service, and Cleanliness), 17 Quick Service Restaurant category, Quinlan, Mike, 22, 42, 45, 86, 96 R Real estate, purchase of, 18 Recognition, from outside, 68–69, 96 Regional offices, 59–60 Rensi, Ed, 28, 44, 48–49, 53, 66–67, 95–96, 114 Reynolds, Hal, 59 Rios, Santiago, 101, 102 Roberts, Mike, 94 E1BINDEX 08/11/2009 172 13:22:8 Page 172 INDEX Rock and Roll McDonald’s, 89 Rogers, Rogercarole, 55, 56–57, 61, 68, 115, 116 Ronald McDonald, 21, 30, 149–150 Ronald McDonald House Charities, 62 Ross, Vivian, 91, 92, 96 Roth, Malou, 83, 84, 85 Russell, Steve, 141 S ‘‘Salt and pepper’’ financing arrangements, 30, 33, 48 Same-sex partners, benefits for, 123–124 Sanchez, Catherine, 106–107 Sanchez, Ed, 105–106 Santona, Gloria, 143–144, 150 Sausage company, 64 Schmitt, Ed, 32, 48–49, 57 Scholarship funds, 110, 123 Schwartz, Felice, 96 Scott, Willard, 30 Senior management, see Management Sewell, Mike, 113–114 Sexual Orientation in the Workplace course, 125–126, 134 Skinner, Jim, 152 Small Business Administration, 40–41 Sonneborn, Harry, 22 Stachowiak, Gene, 88 Statistics on business, 4–5 Stein, Stan, 55, 56, 58 Stock offering, initial, 21 Stokes, Carl, 43 Suppliers: diversity in, 62–63 female, 93–94 minority-owned, 94, 109–110 niches within, 63–64 relationships with, 18 T Tea company, 63–64 Thompson, Don, 138–140, 152 Thompson, Mike, 52, 62, 64 Three-legged stool partnering alliance, 6, 18–19, 23 Tongson, Ted, 118 Training and education: about sexual orientation, 125–126, 134 coordination and continuation of, 133–134 early emphasis on, 24 importance of, 73–75 for management, 52–53, 74, 84, 108 networks and, 97 to support diversity, 6–7 train the trainer class, 85 See also Hamburger University; specific programs E1BINDEX 08/11/2009 13:22:9 Page 173 INDEX 173 Welcome, and diversity, Williams, Cosmo, 31, 53–54, 61 Wimp, Ed, 45 Window Man position, 20–21 Winfeld, Liz, 125–126 Women: concerns about hiring into restaurant management, 81–82 emergence of within company, 79–80 emphasis on better utilization of, 83–84 franchise agreements and, 88 hired during Vietnam War, 28 U late start of, 80, 97 U.S Communications in other countries, 152–153 department, 124 in pipeline for management, U.S Supply Chain department, 86, 144, 155 109 as Regional Managers, 51 stickly floors for, 90 V Value, core, building upon, 23–24 Women in the Workforce class, 142 Vendors, see Suppliers Women Operators Network Viano, Gus, 133, 134–135 (WON), 86, 87–91, 93, 96, Victor Coffee Company, 63 97, 135 Villasenor, Isabelle, 104 Women’s Foodservice Forum, Vivian, C T., 53 94–96 Women Leadership Network, W 91, 93, 134, 153, 155 Warzecka, Sue, 96 Workforce, size and composition Washington, D.C., franchises, of, 3–4 29–30 Wright, Marilyn, 87–88, 89, 90 Webb, Reggie, 48–49, 50, 55, 61, 65, 67, 145 Wright, Ralph, 87–88 Triplett, Larry, 68 Turner, Fred: Beavers and, 39–40 consultants and, 83 M Cooke and, 81 Hamburger University and, 19 Kroc and, on Martino, 22 McDonald’s Manual (1958), 20 McZier and, 41 role of women and, 82, 83, 84, 86 Webb on, 48–49 But McDonald’s isn’t just about diversity for the sake of diversity; it’s also about team unity and family If you want to build an organization and a business culture that unites individuals in a quest for excellent service and long-term success, None of Us Is as Good as All of Us offers all the inspiration and guidance you need Photo: Paul Sherman Jacket Design: McDonald’s Creative Services Department “McDonald’s has long been recognized as a leader in inner-city community development and providing opportunities to African-American entrepreneurs Pat Harris tells the fascinating story behind how they it, and who some of the surprising heroes are.” —Rev Jesse L Jackson, Sr., founder and President, RainbowPUSH Coalition, Inc “The rise of women within the ranks of McDonald’s is an inspiring story in itself, but this book also details the lessons learned along the way and how they can be applied to tap women’s potential in any organization.” —Ilene H Lang, President and CEO, Catalyst “Pat Harris has done more than relate the incredible success of Hispanic Americans at McDonald’s She has described the power of inclusion and diversity as a winning strategy for any business that wishes to achieve a competitive advantage.” —Dr Juan Andrade, Jr., President, United States Hispanic Leadership Institute “Pat Harris’s history of the evolution of inclusion and diversity is a valuable blueprint for the next generation in the workplace to follow and a point of pride for all of us associated with McDonald’s.” —Wai Ling Eng, founding member of the Asian & Pacific Islander American Scholarship Fund and McDonald’s Owner/Operator “Here’s McDonald’s secret sauce revealed for all to see—the power of our people The desire and discipline to give individuals the opportunity to succeed, no matter who they are or where they’re from, is the key to success.” —Fred Turner, Honorary Chairman and former McDonald’s grillman and CEO ––––––––– McDonald’s will donate all of its profits from the sale of this book to Ronald McDonald House Charities to improve the health and well-being of children around the world HOW McDONALD’S PROSPERS BY EMBRACING INCLUSION AND DIVERSITY PATRICIA SOWELL HARRIS is the Global Chief Diversity Officer of McDonald’s Corporation, the world’s largest quick service restaurant chain McDonald’s serves more than 58 million customers each day and employs 1.6 million people in 118 countries For more information on McDonald’s, please visit www.AboutMcDonalds.com NONE OF US IS AS GOOD AS ALL OF US NONE OF US IS AS GOOD AS ALL OF US For business owners, it’s a perfect template for encouraging diversity in an organization and turning that diversity into a long-term competitive advantage PRAISE FOR HARRIS (continued from front flap) $24.95 USA/$29.95 CAN HOW McDONALD’S TURNS DIVERSITY INTO SUCCESS M – – – – – – NONE OF –US– – IS AS GOOD AS ALL OF US HOW McDONALD’S PROSPERS BY EMBRACING INCLUSION AND DIVERSITY PATRICIA SOWELL HARRIS McDONALD’S GLOBAL CHIEF DIVERSITY OFFICER cDonald’s—with its iconic Golden Arches, unforgettable jingles, and famous french fries—is one of the globe’s most recognized brand names One of the biggest employers in the world, McDonald’s staff is among the most racially, culturally, and religiously diverse anywhere But few people know the extent to which McDonald’s continuing growth and success is due to the company’s internal philosophy of inclusion and diversity In None of Us Is as Good as All of Us, McDonald’s Global Chief Diversity Officer, Patricia Sowell Harris, offers the first inside look at the company’s philosophy of inclusion and diversity through interviews with more than 60 key employees and leaders These accounts—of franchisees, suppliers, and employees—reveal how McDonald’s embraces all races, creeds, and cultures to create unity and business achievement This is the first inside look at how a major corporation manages to translate its commitment to diversity into long-term business success With a Foreword by Jim Skinner, McDonald’s CEO, you’ll see the inner workings of one of the world’s largest and most diverse workforces FOREWORD BY McDONALD’S CEO JIM SKINNER (continued on back flap) ... Page NONE OF US IS AS GOOD AS ALL OF US E1FFIRS 08/18/2009 12:16:54 Page E1FFIRS 08/18/2009 12:16:54 Page NONE OF US IS AS GOOD AS ALL OF US HOW McDONALD'S PROSPERS BY EMBRACING INCLUSION AND DIVERSITY. .. of Congress Cataloging-in-Publication Data: Harris, Patricia Sowell None of us is as good as all of us: how McDonald’s prospers by embracing inclusion and diversity / by Patricia Sowell Harris... Pat sums it up aptly by using Ray Kroc’s own words as the title of this book—‘ None of us is as good as all of us. ’’ —Linda Dunham Chair, Ronald McDonald House Charities E1FLAST03 08/07/2009 22:24:16