Mcdonalds Ajyalona report 8 En

2020

Annual Report

McDonald’s Saudi Arabia

Develop. Empower. Lead.

2020 Annual Report McDonald’s Saudi Arabia’s job nationalization story

To the architects of our success Our sincerest thanks to you, our partners in success, without whom we would never have been able to write these words.

You are the foundations of our accomplishments and the bedrock of our pride. We owe our success to all of you: those who have joined us recently, those who have been with us since the beginning, and even those who have subsequently moved on. Together, we have realized our mutual dreams.

Together, we enjoyed a journey of achievement. Our road to success bears the footprints of every one of you.

Today we are turning a new page of opportunities and challenges.

With your cooperation, we will overcome those challenges and make the most of those opportunities. We will demonstrate our loyalty to our beloved country as we work to achieve the prosperous future we all aspire to.

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Foreword: preparing for the future

8

An international school for professional training and development

10

Unlimited ambition

In this report 12

Tomorrow’s leaders

14

Our initiatives

16

Digital recruitment: modernization

20

McDonald’s positive work environment

22

McDonald’s Saudi Arabia overview

Nationalization rate

31%

Employees

9,041

Branches

317

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Annual Report 2020

Foreword

Preparing for the future

This annual report on our employment nationalization initiatives celebrates a year of achievements and challenges overcome as we look forward to 2021 — which promises to be another year of change, success and national transformation.

Our responsibilities have multiplied in parallel to the Vision 2030 aspirations of a fruitful and prosperous future for the nation’s coming generations. We are determined to be a key enabler for Vision 2030 by investing in individuals and striving to support, teach, and train young Saudis for a better tomorrow. Nationalization of employment has always been one of our main goals ever since the inauguration of our first branch in 1993. Indeed, our first committee on job nationalization followed soon after in 1995. Since those early days, we have continually researched workplace requirements to boost the recruitment of young Saudis, as a result of which we have continually increased our rate of nationalization, setting an example for the rest of the private sector.

Today, McDonald’s Saudi Arabia with its two wings — Riyadh International Catering Company, McDonald’s franchisee in the central, eastern, and northern regions, and Reza Food Services Co. Ltd, in the western and southern regions — has more then 9,000 employees, including more then 2,700 Saudi workers, with a nationalization rate of 31%.

Recently we made the decision to implement a new recruitment strategy focussing on job quality, in addition to the numbers. We also shifted our focus from collective recruitment to professional skills development, preparing young Saudis for long-term employment that enables them to climb the career ladder their entire working lives. Our intention is to

enrich jobs by offering a variety of training programs and workshops to improve our people’s professional and leadership skills.

This past year has been pivotal: we have succeeded in showing that working at McDonald’s is much more than just a job. Rather, McDonald’s is a global school that prepares young Saudis by developing them professionally, equipping them with the knowledge and experience necessary for success.

During 2020, we graduated two new batches of Saudi Branch Managers qualified from our Tomooh (ambition) program in the central, eastern, and northern regions, with HE Ahmed bin Suleiman Al-Rajhi, the Minister of Human Resources and Social Development, joining us at the graduation celebrations. The program enters its fourth year in 2021.

We also launched our Qada (leaders) program, which is expected to make a huge impact in the western and southern regions. In line with Vision 2030, we have opened our doors to more female recruits who continue to prove themselves across all departments. We are also continuing to recruit and support individuals with Down Syndrome.

Our approach to recruitment has always been unique. For example, we launched our Snaplication campaign on social media, enabling applicants to become part of the McDonald’s team through a 10-second video. We also launched the ‘Determined for the Job‘ website which makes the entire application process much easier. Additionally, we launched McDonald’s National Hiring Day, during which we recruited 400 young Saudis.

This report includes inspiring success stories and highlights our strategies and programs.

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This report includes inspiring success stories and highlights our strategies and programs for nationalization, training and enriching the workplace. We sincerely hope that it demonstrates our determination to make McDonald’s the best working environment in the Kingdom.

Left Misha’al bin Khalid Al-Saud President, Riyadh International Catering Corporation McDonald’s developmental licensee in the central, eastern and northern regions Right Abdulrahman Alireza General Manager of Reza Food Services Co. Ltd. McDonald’s developmental licensee in the western and southern regions.

Annual Report 2020

We believe that our programs empower young Saudis to create their own success stories, which in turn encourages us to continue our efforts in support of Vision 2030 and other national initiatives.

The past year has been one of change and challenge – as will be 2021. Nevertheless, as always, we are entirely in accord with our beloved country and the ambitions of our youth as together we progress towards continued success and prosperity.

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Annual Report 2020

McDonald’s Saudi Arabia

An international school for professional training and development We are equipping our youth to lead the country towards a brighter future by refocussing from simple recruitment to providing training and development designed to build the leadership skills that will enable our people to be successful – not only at McDonald’s but wherever they work subsequently.

To achieve this, we have developed clear and innovative strategies and methodologies.

For example, in 2015, we launched a set of career paths to qualify young Saudis to become managers. This was followed by our Tafawuq (excellence) program for those with superior performance. The success continues with the Tomooh (ambition) program in the central, eastern, and northern regions – from which nine employees graduated in 2020, its third year. In the western and southern regions, we have launched the Qada (leaders) program, which focuses on qualifying young restaurant managers.

Professional skills acquired at McDonald’s

Customer service management

HR management

Financial and accounting management

Restaurant shift management

Operation and production system management

English language

Food safety and security operations management

Computer skills

Maintenance and repair follow-up

Work policy application

Marketing

Employee affairs and training

Facilities and power management

Sales and profit management and analysis

Quality management

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Annual Report 2020

Success Story

Success Story

Tareq Obaid

Faisal Al-Otaibi

“Your work experience at McDonald’s will not go in vain,” says Tareq about working at McDonald’s.

“McDonald’s is ready to support anyone who wants to learn and grow with the company. With training and daily follow-up classes, McDonald’s advisers, managers and trainers have always been there, offering help and ensuring a motivational work environment that encourages personal development and progress. These training courses helped me improve my English, to gain communication and computer skills and manage restaurant crew training responsibilities.

“When I became a Shift Manager, I realized that McDonald’s is different from most other companies. Here, everybody’s efforts are praised and supported. The opportunities for growth are open for all. This is what I call the ‘McDonald’s spirit’; a spirit that is based on equal opportunity. All team members are helpful and supportive.

“Here, I have learned the importance of teamwork. Our success in delivering excellent service to our customers clearly demonstrates that everyone is committed to their role.

“My next goal is to become a branch manager. I know this is possible because I believe in what I always say: ‘Your work at McDonald’s can’t go in vain’.”

For 26-year-old Faisal Al-Otaibi, five years have been full of invaluable lessons in restaurant management. Before that, the McDonald’s team spirit always impressed him when he visited as a customer. It was this that inspired him to work at McDonald’s.

“When I turned 21, I joined as a member of the service crew. I learned how small and medium businesses are managed, starting from building a team, managing customer service, marketing, financial and accounting management to following up on maintenance work.

“I took seven training courses in which I learned the skills that enabled me to advance my career. I started as a member of the service crew, became a Crew Trainer in 2016, was promoted to Training Manager and became a Second Assistant Manager in 2017, then a First Assistant Manager, and currently, I am Acting Restaurant Manager.

“At every stage, the sense of responsibility increased, as did my ambition. My aim now is to become a regional manager or operations manager. There are enough opportunities and growth prospects for everyone at McDonald’s.”

Shift Manager at Hamza Street branch in Riyadh

First Assistant at Panorama Mall branch in Riyadh

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Annual Report 2020

McDonald’s Saudi Arabia

Unlimited ambition

With the Tomooh (ambition) program, McDonald’s has changed its focus from quantitative recruitment to achieve nationalization targets to a strategy of qualitative recruitment to develop restaurant management skills.

In order to do so, we are challenging expectations by setting ambitious goals – and, together with our young, determined and ambitious team members, preparing ourselves to rise to new challenges.

Tomooh started in 2018 with 10 students, three of whom graduated as restaurant managers in the central, eastern, and northern regions. With 20 students enrolled in the fourth cycle, a total of 54 students have taken part, of whom 28 are pursuing the program for professional excellence. We plan to recruit more than 30 students next year for the fifth and sixth cycles. During 2020, we celebrated the graduation of the second and third batches of Saudi restaurant managers, with HE Ahmed bin Suleiman Al-Rajhi, the Minister of Human Resources and Social Development and Misha’al Al-Saud, CEO of RICC, both attending the celebrations.

The program qualifies young people as managers, through an extensive 18-month training program with courses in English, restaurant shift management,

food safety, production systems, profit-making fundamentals, inventory management system, administrative skills development approach, effective management, safety and security fundamentals, sales analysis, risk management and quality management. It is aimed in particular at new university graduates and college students.

Every Tomooh student adds value to McDonald’s.

It is where we shape our future and contribute to the future of our country. We take great care of each participant and welcome their views and opinions.

The program is constantly reviewed and evaluated by a committee comprising the Human Resources Executive General Manager, the Operations Executive GM, the Talents and Corporate Compliance Director, the Training Director and the Operations Director.

The committee meets with registered students every month to seek their opinions on further initiatives. It also reviews any shortcomings, assesses performance gaps, considers improvement opportunities and comes up with solutions. The committee members also attend graduation ceremonies and student-related activities.

Today, we are proud of having 132 Saudi managers.

Our ambition is limitless.

Tomooh paths

Month 1: orientation course and English course

Months 2-5: excellence in shift management, English (level 1)

Months 6 – 10: advanced shift management, English (level 2)

Months 11 – 17: effective management skills, English course (level 3)

Month 18: restaurant management skills, graduation

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Annual Report 2020

Success Story

Abdullah Barakat Al-Qaser Mall Branch Manager

It is not an exaggeration to say that McDonald’s is like a school. There is no one more qualified than Abdullah, one of our top graduates, to prove this point. He joined Tomooh after graduating with a Master’s in Marketing and Communications. After his training was completed, he was appointed Manager of Al-Qaser Mall branch.

Abdullah considers Tomooh as the perfect springboard for a university graduate looking for an opportunity to gain experience and build a career.

“I was extremely impressed by the curriculum of the Tomooh program,” says Abdullah.

“It is a mini-school for restaurant management. It offers high-level courses on par with undergraduate education. The transition from academia to practical experience enables students to enter the labor market, which is often not immediately accessible from university education.

“Practical experience is very different from theory: it requires an appropriate environment. The Tomooh program simulates real-life experience in restaurant management,” he says.

“Every stage of the program taught us specific skills including shift, time, priority management and equipment maintenance. McDonald’s has taught us what teamwork means. My ambition at McDonald’s is limitless. I hope that I will share the knowledge that I gained through Tomooh with other employees because I want to be a successful leader.”

Tomooh … in numbers

Batch 1 (Jan 2018 – Jun 2019) registered employees 10 enrolled students 3

Batch 2 (Aug 2018 – Dec 2019) registered employees 12 enrolled students 7

Batch 3 (Jan 2019 – Jun 2020) registered employees 12 enrolled students 4

Batch 4 (Aug 2019 – Jun 2020) registered employees 20 enrolled students 14

Total registered employees 54 enrolled students 28 graduated students 9

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Annual Report 2020

McDonald’s Saudi Arabia

Tomorrow’s Leaders 15

trainees

15

trainers

’Tomorrow’s leadership starts with today’s efforts’ is the motto adopted when we launched the Qada (leaders) program in the western and southern regions in January 2018. At McDonald’s, we hone skills and re-energize determination to develop leadership capabilities for a promising future.

The Qada program prepares young Saudis to take over the management of restaurants after a 24-month training period. We embrace the best and latest training methodologies, systems and programs for restaurant management in order to enhance the efficiency of young Saudis and develop their leadership and management skills.

This program is consistent with our strategic vision of creating a positive and motivating work environment that suits our young employees and provides them with unlimited opportunities for growth and development. It encapsulates McDonald’s eagerness to be the best work environment in the Kingdom.

This extensive training program applies a systematic development plan within a fixed timeframe. Every trainee has a dedicated trainer who directs and monitors their progress and submits a monthly report to the supervisory team. Today, there are 15 trainees supervised by 15 trainers. The supervisory team includes regional managers, all of whom are very experienced and knowledgeable about the training and development process.

The process to select trainees is transparent, fair, and purely based on competency, meaning that those who are selected definitely have the potential and enthusiasm to succeed. Selection is based on feedback about nominees’ performance from Human Resources and Operations management, and on a selection test and interview conducted by the Training and Talent Development department.

To ensure optimal results, a committee comprised of senior representatives from Training and Talent Development, Operations and HR manages the program by reviewing trainers’ monthly reports and evaluating the individual cards of each trainee to check actual progress against expected progress and the schedule of each training phase. It also provides technical support and training advice, resolves any training difficulties that may arise and awards exceptional performers to encourage them even more.

The first batch of graduates was expected to qualify in December 2020, including 10 to 12 new Saudi restaurant managers equipped with all the necessary skills and capabilities to drive development in the country and the company alike. However, due to the consequences of the current COVID-19 global pandemic on all industries, the graduation was postponed until mid-2021 – after which the second phase will be launched to empower more young Saudis.

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Annual Report 2020

Training and development path of Qada Phase one: six months Shift Manager 1. Completion of Management Development book 2. Attend ‘Shift Leadership Foundation’ class

Success Story

Abdullah Hakami

Abu Arish Branch Manager, Jazan

Certified Shift Leader 3. Completion of Leadership Development book (part one) 4. Attend ‘Advanced Shift Leadership’ class

Phase two: Six months Second Assistant Manager 1. Completion of Leadership Development book (part two) 2. Attend ‘Develop the Leader in Me’ class

Phase three: 12 months First Assistant Manager 1. Completion of Management Development book 2. Attend “Restaurant Leadership Practices’ class

Abdullah Hakami, who is Manager of Abu Arish branch in Jazan, was among those selected to take part in the Qada program, having passed all the tests and interviews with flying colors.

In 2014, Abdullah started as a member of the service crew. He had high ambitions from the very beginning, and within four years had been promoted to Restaurant Manager. Now he is preparing to achieve his next goal.

“I want to become an Operations Manager at McDonald’s, then to reach even higher positions,” he says.

To help Abdullah realize his goals, McDonald’s is providing hm monthly training on employee relations management and leadership and administrative skills.

Abdullah believes that McDonald’s offers the appropriate environment for young Saudis to build a promising professional career through the Qada program. He says: “Leadership is about having a strong and ambitious outlook and a vision to achieve your goals. The Qada program helps develop personality and gain those skills.”

Abdullah’s success is primarily due to his dedication. He has every chance of eventually achieving his dream position because ’at McDonald’s, ambition knows no limits.’

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Annual Report 2020

Our initiatives

Female recruitment: 230 female employees in three years Half of all Saudi university graduates are female – it is these women we are targeting with our female recruitment initiatives.

Success Story

Nora Eskandar

Service Crew in Hera One branch “When I started working at McDonald’s about a year ago, I was keen to explore the world of restaurants. This was my first experience of working in a restaurant,” says Nora.

“My enthusiasm mounted when I realized that I was among the first batch of women recruited by McDonald’s. They really have opened their doors to female employees at a time when it is hard for women to find a job in this industry.

“My degree in nutrition has been a further motivation for me to work at McDonald’s because I will be able to apply what I studied in food safety and quality. When I applied for the service crew job, I wanted to start from the first step of the career ladder to get myself acquainted with the business.

“After being accepted, I have attended several training courses, and management has taken extra care to provide a comfortable and supportive work environment for me and my fellow female recruits.

“My ambition is to become a restaurant manager. For me, McDonald’s is more than just a temporary job, but a career in which I aspire to reach higher levels.”

In the western and southern regions, we began recruiting Saudi women as Customer Service Supervisors in 2018. Their role is to evaluate the customer experience and ensure that restaurant hospitality is of the highest standard at all times.

We continue to train, support and encourage female employees to achieve their aspirations.

In Jeddah we opened our first restaurant with female staff in the service area in 2019. Their role is to welcome customers, take their orders and ensure food compliance with quality standards.

Additionally, in 2020, we opened our first restaurant with female staff in the coffee area. They work as baristas, taking customer orders, and preparing and serving their drinks.

We empower female employees and develop their skills by offering workshops and courses in restaurant management, computer skills, sales analysis, among other disciplines – an approach that underpins our ultimate goal of opening branches with all-female crews, from management and accounting to operations and service.

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Annual Report 2020

Our initiatives

Overseas training program for female employees We are absolutely onboard with the crucial Vision 2030 objective of empowering Saudi women, and in support of this have selected a group of female employees and sent them abroad for training. The aim was to develop their capabilities and skills to operate and manage our restaurants, with the ultimate goal of opening a restaurant with an all-Saudi-female crew. The training program was designed and executed in Egypt, starting with the selection phase. The selection process is transparent, fair, and purely based on competency, meaning that those who are selected for the program have the potential and enthusiasm to succeed.

To ensure optimal results, we sent a team from

the Training Department to accompany the trainees and oversee the program. Training was in two phases; a theoretical period that included teaching kitchen work and restaurant operation principles in general. The second phase, however, was practical, when trainees were engaged in actual performance, running restaurant areas including the service, cooking and food preparation stations. Additionally, the program included a leisure day visiting local attractions and historical sites.

We are immensely proud of the achievements of our daughters while abroad. They are McDonald’s ambassadors to the western and southern regions and the Kingdom as a whole.

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Annual Report 2020

Our initiatives

McDonald’s and Down Syndrome Employing youngsters with Down Syndrome is an integral part of our DNA thanks to our sincere belief in equal opportunities and because we realize the potential and capabilities of this group of people.

We began recruiting from this demographic 15 years ago, since when this ideal has become rooted in our culture. Currently we employ 30 young Saudis with Down Syndrome in the central and eastern regions.

Working in roles that encompass welcoming customers, food preparation, soft drink preparation and delivering drive-through orders, our Down Syndrome employees also benefit from a tailormade training program to enable them to be independent.

Advanced training methodologies delivered by specialized trainers are used to develop capabilities and skills, preparing them for full time employment.

Since the onset of the COVID-19 pandemic, we have even been more careful in their working arrangements because of their particular vulnerabilities, offering open-ended leave on full salary. We remain committed to this approach until the end of the pandemic.

We maintain our goal of increasing our employment of people with Down Syndrome to 50 by 2021 in collaboration with the Education Directorates in Riyadh, Qassim and the Eastern Province along with other associations.

Indeed, our employees with Down Syndrome have truly entered the hearts of everyone at McDonald’s, customers and team members alike.

Success Story

Abdulhakim Hattan

the first Shift Manager with Down Syndrome Abdulhakim Hattan is the doyen of all our employees with Down Syndrome, having become the first such team member when he joined McDonald’s on 01 June 2006. Thanks to his dedication, diligence, and attendance record, he was soon promoted as a Crew Trainer, and then, after acquiring all necessary experience and skills, he became the first employee with Down Syndrome to become a Shift Manager.

Abdulhakim is very grateful for both McDonald’s and his family for changing his life, saying that McDonald’ has helped him to integrate and become a productive member of society.

Down Syndrome employee numbers 3 2006 13 2018 30 2020

50 2021

Determined for the Job We launched the ’Determined for the Job’ website which categorizes job applications from three groups: students, university graduates, and those with experience. Each group has certain privileges and a promising career path.

Career Path University graduates and the experienced Shift Manager

2nd Assistant Manager

1st Assistant Manager

Restaurant Manager

Students Service Crew

Crew Trainer

Shift Manager

2nd Assistant Manager

1st Assistant Manager

Restaurant Manager

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Annual Report 2020

Our initiatives

Digital recruitment: modernization The Information Age has made reaching out to young people easier and faster.

Our recruitment campaigns can now reach almost everyone, everywhere across the country.

Visitors to the McDonald’s website can view all job postings and apply online.

In fact, it is now the case that McDonald’s Saudi Arabia can reach out to young people wherever they live, saving them the trouble of traveling to us. We believe we have revolutionized the recruitment process fundamentally, creating a modern, streamlined and exciting experience.

We launched a recruitment campaign under the title ’Apply for McDonald’s with a Snap in just 10 seconds’ to encourage young job seekers to apply for a service crew job in quickly and easily.

The campaign requires applicants to record a short video on Snapchat – featuring the McDonald’s logo – expressing their desire to work for us and detailing their qualifications.

The campaign evoked a huge response. More than 15,000 applicants shared their videos in the early days, and by the end of the year 40,000 people had uploaded videos.

McDonald’s National Hiring Day In line with the Vision 2030 and as part our support and empowerment of Saudi youth, this year in collaboration with HRDF, RICC launched a National Hiring Day on 13 September 2020.

The approach included offering instant interviews and hiring qualified applicants on the spot, taking into consideration all precautionary and preventive measures and social distancing. Job opportunities included Crew Team Member at restaurants, Delivery Crew Member and even Branch Manager under training.

The goal was to offer 400 new job opportunities to young Saudis.

In total, we received 10,000 applications, out of whom 400 were hired – making for an extremely successful day, the success of which was only possible thanks to the support of partners in the public sector.

By the end of 2020, the number of Saudi employees working at McDonald’s Saudi Arabia reached 2,781, 31% of total employees, with a number of Saudi Branch Managers expected to reach 50 by the end of 2021.

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Annual Report 2020

Partnerships

Partnerships with recruitment agencies: one objective Number of applicants for jobs at McDonald’s via recruitment agencies HRDF – Riyadh

87

Chamber of Commerce – Riyadh and Dammam

120

Chamber of Commerce – Riyadh

48

Restaurant and Cafes Association (Qoot)

70

Taqat Elm

19

Taqat Maximus

12

Chamber of Commerce – Eastern Province

80

Taqat – Eastern Province

45

Taqat – Qassim Region

19

Al-Bir Charitable Association – Dammam

24

Fursah Forum – Abha, (Qoot)

40

Fursah Forum – Jeddah, (Qoot)

138

Bab Rizk Jamil

235

Taqat Makkah

45

Jeddah Meetings Forum

80

Tamkeen Forum - Jeddah, (Taqat)

45

2019-20 was a special period for job nationalization during which we enhanced our collaborations with public, charitable and recruitment agencies to provide young Saudis with the opportunity to join the McDonald’s family and to support the Kingdom’s nationalization objectives. In particular, our strategic partnerships with the Ministry of Human Resources and Social Development and the Human Resources Development Fund (HRDF) are proof of our concerted efforts. During this time, we have expanded these partnerships to recruit even more young Saudis.

We also entered into strategic partnerships with 16 agencies giving us presence in most Saudi regions through joint activities at job fairs where we hosted eye-catching pavilions illustrating the nature of work at McDonald’s, as well as advertising job opportunities. The main fairs last year include those organized by the Riyadh Chamber of Commerce and Industry in April, the Restaurant and Cafes Association (Qoot) in July and by Al-Bir Charitable Society in Dammam in October.

Additionally, Reza Food Services launched a digital recruitment campaign in December 2020 in cooperation with Qoot Association and the HRDF. In all, we received 2,711 applications for the 380 roles on offer. RICC also participated in this campaign receiving a total of 1,285 applicants.

Job benefits Annual leave and examination leave for students

Employment at the nearest available branch Bonuses every three months Work schedule flexibility Sport competitions throughout the year

Two days off a week

Defined career path, development and promotion opportunities

Free meal every working day

Comprehensive insurance coverage for employee and family

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Annual Report 2020

Achievements 2020

ISRAR competition: together we write our success stories

For the past four years, in the western and southern regions we have been running a competition for our team members to share their success stories – a scheme that has met with the enthusiastic involvement of all our employees. Entrants are encouraged to relate their success stories, the challenges they have faced in their careers and how they surmounted these stumbling blocks.

The competition was originally launched in 2015 as an initiative by the Human Resources Development Fund (HRDF), and was subsequently adopted by McDonald’s.

The most recent running of the competition was more challenging. We changed the rules so that only four stories could qualify for the final stage based on the nomination standards of the judges. The

shortlisted candidates faced challenges divided into three stages.

Stage one was titled overcoming obstacles, in which each competitor was given a case for a specific problem and asked to explain how to overcome it. Stage two was the group discussion phase in which participants were divided into two teams and given a specific subject to discuss. Then came the final encounter in which their ability to influence others was explored.

After the completion of all stages, the judges announced the winners based on the number of points each participant scored. The first-place finalist won SAR10,000, the runner-up SAR5,000.

Khalid Al-Duosari was the winner and Ali Khabrani the runner-up.

iCRM program: your voice is heard In 2014, the Human Resources and Employee Relations department launched the iCRM program ’Your Voice is Heard‘, an initiative designed to manage employee services and facilitate communication at all levels, including the CEO. Employees can send inquiries, complaints and suggestions by e-mail, a toll-free phone line or by WhatsApp. They then receive a response in less than 72 hours. The complaint or suggestion is first sent to the person responsible for the program, and if they do not have a solution, is escalated until a solution is found.

The program has proved effective in overcoming obstacles and creating a flexible and positive work environment. This year, we received 3726 cases including 1732 complaints and 1994 suggestions and inquiries. 98% percent of the cases were solved at the first level while 2% percent were escalated to the second level and subsequently solved.

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Annual Report 2020

Achievements 2020

McDonald’s positive work environment We are committed to providing a comfortable, positive and motivating work environment in order to boost our employees’ loyalty. Our care is illustrated via organizing different activities that our employees like – to induce competition and positive interaction.

We have been steadfast in this approach to our relationship with team members even in the midst of the current COVID-19 pandemic. Even this year we’ve introduced several new initiatives, including: Monthly Birthday Celebrations: celebrating birthdays of all team members.

Instant Cash Bonus: awarded monthly to those who have delivered exceptional performance.

Employee Appreciation Day: a special celebratory occasion with all our employees at which we are delighted to hand out all sorts of rewards, gifts and cash incentives.

McDonald’s Fun Olympics: a two-month series of sports and games at which employees can compete for various exciting incentives and prizes.

Rockstar Competition: a year-round activity to honor employees who deliver exceptional performance in line with McDonald’s culture.

National Day Celebrations: held throughout the year – we celebrate all the independence and national days of our multinational workforce.

Ramadan Iftar: an annual activity engaging our headquarter employees to enjoy Ramadan breakfast together to boost team spirit and promote belonging.

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Crew Rally: a two-month period during which we organize a wide range of recreational activities to boost team spirit and promote belonging.

McDonald’s Family Day: held annually for HQ and regional office employees during which recreational activities are organized to boost team spirit and promote belonging.

Annual Report 2020

Employees Annual Awarding Ceremony: a delightful day-out in the desert full of recreational activities including beach buggies, paintball and desert bikes celebrating the accomplishments of our most hard-working employees, each of whom has been honored for their exceptional performance throughout their McDonald’s career.

Monthly Breakfast Gatherings: at the end of each month, the McDonald’s family comes together to enjoy breakfast together as a way of boosting communication and team spirit.

Over the course of 2020, we invested some SAR5 million in these initiatives. After all, the happiness of our employees is one of our top priorities.

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Annual Report 2020

Achievements 2020

McDonald’s Saudi Arabia overview

‫عدد المدراء السعوديين‬ Saudi managers

307

‫عدد الموظفين السعوديين‬ Saudi employees

2,781

‫عدد الموظفين اإلجمالي‬ Employees

9,041

‫عدد الموظفين ذوي متالزمة داون‬ Employees with Down syndrome

33

‫م‬2020 ‫عدد الفروع التي تم افتتاحها خالل عام‬ Branches opened in 2020

11

‫نسبة التوطين‬ Nationalization rate

31%

‫عدد الموظفات‬ Female employees

243

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Annual Report 2020

2019

309 2018

291 ‫عدد الفروع‬ Branches 317

2017

269

2014

187 2015

221

2016

249