Day 204 - 15 Jan 96 - Page 44
1 the cleanliness is being criticised, it is by McDonald's
2 standards, which I would say are far higher than the
3 average restaurant.
4
5 MS. STEEL: And that would apply to Ray Coton, as well?
6 A. Yes.
7
8 Q. But McDonald's feels that their standards are not good
9 enough?
10 A. No, McDonald's feels our standards are very high.
11
12 Q. Yes. But why do the supervisors complain about the
13 cleanliness standards if they think that they are fine?
14 A. They are not fine by McDonald's standards.
15
16 Q. That is what I am asking?
17 A. Why? Because if you set a target for cleanliness or
18 any other thing, if you set a low target, then generally
19 people will achieve up to 90 per cent of that target. If
20 you set a high target for cleanliness, then people will
21 attain towards that. If you set your standards low, then
22 you get low standards. If you set your standards high,
23 then you get high standards.
24
25 Q. Does that apply to all the targets at McDonald's, or is
26 this just cleanliness?
27 A. I think, you know, when you are talking about quality
28 service and cleanliness, really you should aim for
29 100 per cent, realistically knowing that you will not
30 obtain 100 per cent all the time. But if it is something
31 like cost control, then obviously you have to be more
32 realistic. You know, for instance, if it is say 100 per
33 cent total customer satisfaction, we are not going to
34 please 100 per cent of the customers 100 per cent of the
35 time, but you should try and attain that sort of standard,
36 or at least aim towards it.
37
38 Q. That is what the Company wants the stores to get, A grades?
39 A. I think the Company standard is B grade.
40
41 MR. JUSTICE BELL: I do not see anything wrong with setting high
42 standards, myself.
43
44 THE WITNESS: Neither do I. The Company would be satisfied
45 with B grades. A lot of the things they set, if you can
46 maintain a solid B grade in quality, service and
47 cleanliness, then that is fine, as long as you are aiming
48 toward the A grades as well. If you are consistently
49 hitting C and F grades on all three things, then obviously
50 it is not up to the standards that we would expect.
51
52 MS. STEEL: The point is, whatever grade the Company wants,
53 whether it be A or B, that stores are not able to
54 consistently keep the store -- Store Managers are not able
55 to consistently keep the stores at that level, that this is
56 a regular occurrence at McDonald's stores throughout the
57 country, that the night before a full field or whatever
58 kind of audit, any kind of special visit, extra crew are
59 called in to work extra hours and spend a long time
60 cleaning it up to bring it up to the standards that the
