Day 204 - 15 Jan 96 - Page 42


     
     1        store consistently clean?
     2        A.  That is not correct, no.
     3
     4   Q.   How can you explain what is written here, then?
     5        A.  That is one specific incident where it required a clean
     6        up for a specific event.
     7
     8   Q.   It says it was enormous, the amount of work needed was
     9        enormous, and the preceding page does say that the upkeep
    10        of administration and training in the store depends on more
    11        oncoming audit raps and full fields than an ongoing drive,
    12        which definitely implies it was not just a one-off
    13        incident?
    14        A.  It may have been the case on that one-off incident at
    15        that time, but it certainly was not the ongoing situation,
    16        as I remember it.  This performance review, again, as I
    17        repeated before, was done when I was a fairly new Manager
    18        and may have been the case on one or possibly two
    19        occasions, but it is certainly not -- as I remember it,
    20        generally when I was a Manager in that restaurant -- it is
    21        certainly not the case right across the Company, now or
    22        then.
    23
    24   Q.   In the following review of January 1986, on page 30, it
    25        says: "Operations is about looking after the customer in
    26        terms of quality, service and cleanliness.  These basics
    27        have serious failings in Colchester at times, with
    28        inadequate lobby cover, no attention to quality and poor
    29        standards of cleanliness.  Time and attention has been
    30        spent recently in trying to improve back and front
    31        procedures, but I am still not satisfied.  As I have
    32        mentioned above, attention to the lobby is poor and I have
    33        on a number of occasions found it in a bad state."
    34
    35        The reality is that it is a consistent problem, is it not,
    36        keeping the place clean whilst at the same time trying to
    37        keep the labour costs down?
    38        A.  No, that is not the reality at all.
    39
    40   Q.   Mr. Harney had the same problem with his store, did he not,
    41        in Clacton, with keeping it clean?
    42        A.  Did he?
    43
    44   Q.   If you look at his performance review, which is carried out
    45        by you?
    46        A.  Where is this?
    47
    48   MR. JUSTICE BELL:  34A, behind Mr. Harney's statement.
    49
    50   MS. STEEL:   On the second page of that. 
    51        A.  Yes. 
    52 
    53   Q.  "Cleanliness.  This is the store's weak point.  Make sure
    54        the matrix is not constricted at key points in the day,
    55        particularly the open.  Quality of closes is poor.  The
    56        outside of the store has historically been poor."  It is a
    57        consistent problem, is it not?
    58        A.  I think.
    59
    60   MR. JUSTICE BELL:  I am having difficulty with knowing what

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