Day 125 - 12 May 95 - Page 29


     
     1        A.  It has worked well.  I know as an employee, when
     2        I started as an employee, I participated in a number of
     3        competitions like that and, as a Store Manager, I engage my
     4        employees in competition.  I had some of my peers that did
     5        not and some that did.  I found it to be very effective in
     6        training and motivating my employees.
     7
     8   Q.   And increasing productivity?
     9        A.  Productivity improved, the customer -- it also impacted
    10        upon the customers' perception of service.
    11
    12   Q.   Obviously, if productivity improved, your profits would
    13        improve as well?
    14        A.  Hopefully.
    15
    16   MR. MORRIS:  Does the Company hope that the spirit of
    17        competition, in a particular competition, would motivate
    18        the employees for the rest of the time when the competition
    19        is not really on, if you know what I mean, to be in
    20        competition with each to try to increase the sales in their
    21        particular till or whatever?
    22        A.  Usually, when competitions were held it was not during
    23        the course of the whole day; it might be -----
    24
    25   Q.   No, would you hope that this spirit -----
    26        A.  I misunderstood his question.
    27
    28   MR. JUSTICE BELL:  Is it hoped that, no doubt in a friendly
    29        fashion, having taken part in the competitions for real, it
    30        will encourage young people operating the tills to see if
    31        they can do better than a workmate even when there is not
    32        competition, so there will be informal competition between
    33        them?
    34        A.  That has happened.  I would say that -----
    35
    36   Q.   Is that part of it as well?
    37        A.  The experience -- I would say, speaking personally and
    38        from my own personal experience, having participated in
    39        competitions and having engaged people that have worked for
    40        me in competition, it had a far reaching impact on the
    41        employee and on customers.  I think it was helpful.
    42
    43        It created a perspective, a service perspective, a customer
    44        satisfaction perspective, that served that employee that
    45        served me well, and that is something that was
    46        translatable, you know, not only at McDonald's but to other
    47        things.  I have had people come back to me over the years
    48        and as recently as just a few weeks ago and talk about the
    49        friendly competitions they had when they were, you know, a
    50        17 year old kid in school, and talk about the loss, if you 
    51        will, of some of the values that we thought were important, 
    52        and still think are important, that today somehow or 
    53        another young people just do not see, see the value in
    54        certain things.
    55
    56   MR. MORRIS:  But -----
    57        A.  Courtesy and efficiency, things like that.
    58
    59   Q.   But in terms of the speed of serving customers, then
    60        competition is going to result in faster preparation and

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