You down with OTPs? The guardians of technology!
Operations Technology Professionals (OTPs) keep hardware and software in McDonald’s restaurants running smoothly.
by Beth Porter, Strategic Communications & Alignment, U.S. Technology
With the increasing amount of technology in McDonald’s restaurants, keeping devices updated, the latest hardware installed, and new software and features deployed can be challenging. Enter the Operations Technology Professionals (OTPs), an army of experts whose mission is seamless technical execution.
OTPs are at the heart of running great restaurants. They elevate expertise and ensure end users — managers, crew, and customers — can effectively use the technologies.
This best-in-class program provides those who have an interest in technology, a positive attitude, and a desire to learn with the opportunity to develop their skills and progress in their careers. Comprehensive training and behavior-based knowledge checks assist these individuals on their journey to becoming trusted tech advisors to their organizations, with three levels of proficiency.
“We all knew there was something special about the OTP program when I came on board with the team 13 years ago,” says Ken Moyer, Senior Manager, National OTP Program. “We could see the incredible potential of having these specialized restaurant team members who could solve problems quickly and efficiently, avoid downtime, and help implement the latest technologies.”
The program officially started in 2009, and currently, there are more than 24,000 OTPs in the U.S., including more than 2,800 with the highest proficiency. The program has grown exponentially as owner/operators realized the benefits of having dedicated technology resources:
- There is a potential financial benefit to having OTPs on staff. Deployments of new or updated technology are usually faster. OTPs can install some equipment, saving on vendor installation costs. And restaurants may also save money through OTPs’ management of break fixes.
- OTPs can help increase uptime of restaurant technology, which can help drive customer satisfaction.
- A successful OTP program allows managers to spend less time dealing with technology issues, and more time in front of customers and crew members.
- OTPs understand the terminology and equipment when communicating with the help desk. In fact, organizations with an OTP Pro average fewer calls to the help desk because they internally troubleshoot and solve problems utilizing their knowledge. If further assistance is required, help desk calls are typically shorter.
It’s not just the owner/operators who benefit. Restaurant personnel who pursue an OTP track learn new skills and take on additional responsibilities, leading to a career path with more options. They have increased access to McDonald’s leadership through office hours with M-Tech, a board of owner/operators that partners with U.S. Technology, and by attending in-person trainings and conferences. Rising OTP participants may be selected for the OTP Leadership Council, in which they provide feedback and insights on what the OTPs want to see, acting as a voice for this critical population, and closely collaborating with the McDonald’s Field offices. The OTPs with the highest proficiency can even receive up to four hours of college credit for certain work.
“Becoming an OTP allowed me to become a valued member of our organizational leadership team,” says Staci Jessee, an OTP who supports 18 McDonald’s restaurants across South Dakota, Minnesota, and Iowa. “I’m responsible for ensuring the technology that drives operations runs well and securely. My operators save money — and lots of headaches — by having in-house technology experts to maintain, organize, and install technology that’s such a rapidly growing part of our restaurants.”
Staci is also part of the OTP Leadership Council, which she says has been a rewarding experience.
“I’ve been able to make a positive impact on McDonald’s on a national, and even global scale. From presenting to leadership to giving feedback on an upcoming software release, the opportunities are abundant.”
What’s next for the OTP program?
“U.S. Technology is now in talks with other markets about launching or expanding their own OTP programs, based on the successful framework we’ve developed here in the U.S. I’m very excited to see how we can take the OTP program to the next level,” says Moyer.
