Day 127 - 23 May 95 - Page 76


     
     1        talking about a mission statement just in terms of safety.
     2        He was talking about a Company mission statement in terms
     3        of the business.  And at the stage that he came to do his
     4        assessment, we had not got Company goals or a Company
     5        mission statement.  But it just happened that about that
     6        time McDonald's in the States had taken on board a mission
     7        statement and goals, and that that was introduced to the UK
     8        before Andrew's report was published. So, we now have a
     9        mission statement to be the UK's favourite fast-food
    10        restaurant.
    11
    12   Q.   I understand that, at least I think I do, but I still not
    13        do not know what a mission statement is.
    14        A.  It is just a very -- in TQM terms, total quality
    15        management terms, it is just a very brief statement of
    16        where you are going, whether it is you as a company or as a
    17        department.
    18
    19   Q.   It is an expression of goals, is it?
    20        A.  It is, yes.
    21
    22   Q.   To whom is this mission statement addressed?
    23        A.  Everyone in the Company.
    24
    25   Q.   It is not a sort of PR document for, you know, the outside
    26        world?
    27        A.  No.
    28
    29   Q.   Thank you.  Then we see, Mrs. Barnes, that the
    30        recommendations start at 5.11 on page 864 and run through
    31        roughly eight pages of text including a table or appendix
    32        and number 23 in total, yes?
    33        A.  Yes.
    34
    35   Q.   You told us earlier that the Company had, in fact,
    36        accepted, adopted and implemented all 23 of those
    37        recommendations?
    38        A.  Yes.
    39
    40   Q.   You told us that the Company did that in 18 months from
    41        receipt of the document?
    42        A.  That is right.  We set a three year plan but we
    43        actually achieved it in 18 months.
    44
    45   Q.   Who in the Company was the driving force behind that
    46        effort?
    47        A.  Well, Andrew Taylor was the leader; I was the driver.
    48
    49   Q.   You were the driver.  Did you meet with much resistance in
    50        getting these recommendations implemented? 
    51        A.  Once they had been agreed by senior management, no. 
    52 
    53   Q.   How much -- I am not asking for figures -- in terms of
    54        time, effort and money did the implementation cost?  A lot,
    55        not much, a little?
    56        A.  It is extremely difficult to quantify and we did not
    57        attempt it, but it certainly meant the appointing of three
    58        people working for me, in addition to all the time that we
    59        spent and the documentation that was being drawn up and
    60        printed and the training time as well with managers and the

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