Day 006 - 05 Jul 94 - Page 27


     
     1        give us details of what happened to the Croydon store
              following those beaches of policy.
     2
         MR. JUSTICE BELL:  You take it up with those witnesses.
     3
         MR. MORRIS:  So they should be briefed so they can answer the
     4        questions.  Would you say that those statistics you
              produced are very helpful in identifying potential
     5        problems?
              A.  That is why we produce them.
     6
         Q.   We are finished with the safety issue now, so you can put
     7        those documents away.
 
     8   MISS STEEL:  One matter Mr. Morris asked you earlier, if it
              concerned you that you might have gained a false
     9        impression from Andrew Taylor.  I think you said that you
              knew him well and it did not concern you in the least?
    10        A.  I think that is what I said, yes.
 
    11   Q.   So you feel Mr. Taylor is someone who can be relied on to
              give an honest and accurate picture, a reflection of
    12        McDonald's practices?
              A.  He is an experienced member of the management team. I
    13        trust him.  I think his judgment is good.
 
    14   Q.   What did you say his current position was?
              A.  He is the head of operations, chief operations
    15        officer.
 
    16   Q.   Right.  Do you know how long he has been in this position?
              A.  Well, I think his last promotion to that position was
    17        early this year.
 
    18   Q.   What was his position before that, do you know?
              A.  Immediately before?  Well, he was certainly a regional
    19        manager in charge of the Midlands region.
 
    20   Q.   Right.  OK.
              A.  After that there was an interim step fulfilling
    21        today's responsibilities without the title.
 
    22   Q.   OK.  I think you said a little bit about staff training.
              Is that right, do you train staff in selling techniques?
    23        A.  We train our people to work on the counter; we train
              them in terms of how to greet a customer; how to take an
    24        order; how to fill an order; how to present it; we train
              people in basic customer relations, yes.
    25
         Q.   Right. 
    26        A.  We train them to clarify what someone wants, be it 
              large size or regular size, or with cheese or without; ask 
    27        the questions to facilitate the process.
 
    28   Q.   Is that quite how it works?  You ask them to clarify, or
              is it more commonly known as "selling up"?
    29        A.  I call it size clarification; other people may have
              their own name for it.
    30
         Q.   But as a company, what is the company name for it?

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