Edna Daniels (SIMS) - Quick Service Restaurants

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Name: Edna Daniels

College: Symbiosis Institute of Management Studies

MBA Batch: 2015-17

Summer Internship Industry: Quick Service Restaurants (QSR)

Location: Bangalore, India

Profile: Competitor Analysis

Brief Project Description & Responsibilities:

A quantitative research was conducted in order to conduct survey across top local players in Quick Service Restaurant for the entry level employees. The research was based on the use of questionnaires. These questionnaires were filled by either the Restaurant Manager, the Area Supervisor or the Regional HR to get the true picture of the human resource (HR) practices followed in the stores. These HR practices are as follows:

a. Hiring

b. Compensation and Benefits

c. Rewards and Recognition

d. Employee Retention and Growth

Based on the survey results, industry best practices were compared with those existing at the company and changes/suggestions were recommended.


What was the overview of the project? Elaborate with some details?

The Quick Service Restaurant industry has one of the highest turnover rates of any industry. Employees are often temporary or seasonal workers, frequently students working summer or part-time jobs. The low wages tend to alienate workers, who may leave as soon as they get a better offer.

High turnover brings with it multiple challenges for restaurant owners and managers. Firstly, high turnover means more time spent recruiting, hiring, and training employees. When there are plenty of other pressing issues to deal with, this can be a time-consuming distraction that may or may not pay off. Secondly, with a high flow of new employees, restaurants can find themselves operating with a less experienced staff, which makes it more difficult to maintain a high level of quality for the customer experience. Hence, HR practices followed by the companies in quick service restaurant industry needs to be effective for low turnover rates.


Share your daily routine & overall summer internship experience.

1. A qualitative analysis of all top local players in the city through Internet searches and magazines was conducted.

2. The questionnaire provided by the company was analysed and modifications were made to get more accurate and detailed information.

3. One-on-one interviews was conducted between the restaurant manager, the area supervisor or regional HR of selected QSR.

4. Data from interviews was further verified by interviewing the entry level employees.

5. Information was transferred in Excel. Individual formats was consolidated and compared.

6. Mid-Review was held between my mentor and I wherein information was presented in graphs, tables and charts for easy comparison.

7. Innovative practices and top challenges in each of hiring, compensation and benefits, employee engagement and training & development was identified company wise.

8. Conclusions and Recommendations were prepared accordingly.


How was the selection process conducted?

The selection for the process was divided into 3 stages:

1. CV shortlist from the entire batch

2. GD for 15-20 minutes (My topic was – War for Talent)

3. Personal Interview


What were your key learnings from the summer internship?

My summer internship project challenged me to excel myself. I has given me the confidence in my abilities that “Sky is the limit” and I could venture successfully in completely new territories. The most important learning which I have had was to always be ready to unlearn things and keeping your senses open to understand the local market. We normally tend to superimpose our classroom teachings directly on the field which may not always be the right approach.


Three tips would you give to your juniors

1. Do equip yourself with a minimum level of understanding about the project, if it is disclosed in advance, through secondary or primary research before you go for your Summer Internship.

2. Explore yourself to the maximum possible extent. Summer internship is an opportunity to come out of your comfort zones and explore.

3. Always base your recommendations on facts and figures because Managers love to talk in numbers!

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