Day 169 - 04 Oct 95 - Page 39


     
     1        it, then it was something that I would do with all the
     2        stores within my jurisdiction at that point in time,
     3        including West Ealing.
     4
     5   Q.   If I was to ask you about any particular phone call you
     6        made, would you remember any particular phone call you made
     7        to that store?
     8        A.  Well, I doubt if I would be able to give you any great
     9        detail about any particular phone calls I would make
    10        because they are usually related to either sales, what was
    11        happening with the store at any particular given time.
    12
    13   Q.   Can you give me the details of one phone call that you made
    14        to that store in West Ealing when you were Senior
    15        Supervisor of the area at that time?  If you cannot
    16        remember, say you cannot remember.
    17        A.  When I would call the store on a weekly basis it would
    18        be in relation to the previous week's sales, the previous
    19        week's labour, what was happening with the store at that
    20        point in time, did the Store Manager have any problem, did
    21        he need any help, etc.
    22
    23   Q.   Can you think of any specific phone call that you made?
    24        A.  Well, not back to 1984, I cannot remember a specific
    25        phone call to any store, let alone West Ealing.
    26
    27   Q.   Could you remember any specific visit, describe a specific
    28        visit that you made to that store and the purpose of it?
    29        A.  I did a full field there at one point in time where the
    30        Supervisors came to the store with me, and that is where we
    31        actually grade the quality, service and cleanliness of the
    32        restaurant.
    33
    34   Q.   Do you remember the grades, the specific grades?
    35        A.  To the best of my recollection, the grades were Bs,
    36        B minus, B plus.
    37
    38   Q.   Was that as an average or do you remember any specific
    39        sections of the audit, what the actual grade was?  I mean,
    40        I cannot remember the examples of what was in the audit
    41        now, but, for example, on -----
    42        A.  Well, in the audit, from a quality point of view, we
    43        actually do what we call observation checklists on the crew
    44        members, where we observe how they perform their duties and
    45        responsibilities on a particular area.
    46
    47   Q.   Yes, but I am talking about for that particular store at
    48        that particular time, can you remember a specific grade?
    49        A.  Yes, I have just given you three grades, B minus,
    50        B plus and a B. 
    51 
    52   Q.   So you recall that the West Ealing store got what grade for 
    53        its use of OCLs?
    54        A.  Well, it is not just a use of OCLs.  It is a much
    55        bigger process than just OCLs.  Quality is made up of
    56        OCLs.  It is made up of grill times.  It is made up of
    57        calibrations of the grills.  There is a lot more into it
    58        than just OCLs.  There is a lot of detail goes into making
    59        up any specific grades.
    60

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