Day 137 - 19 Jun 95 - Page 58
1 these responses, you put your action plans together and
2 then you move on. At the next cycle, you then see whether
3 or not you have improved in those areas that you sought to
4 address. So, at my direction, because we are going to the
5 new system and, frankly, I needed the filing cabinets, I
6 directed our folks to eliminate it.
7
8 Q. If you just look at the graded one, the last sheet --
9 I know it is difficult to do it from memory -- I should ask
10 you this: In the first sheet, the British responses are
11 compared with something called what I think is the
12 McDonald's international norm?
13 A. Yes.
14
15 Q. How is the McDonald's or was the McDonald's international
16 norm determined?
17 A. There is an outside organisation that does the
18 computing.
19
20 Q. What, industrial relations international?
21 A. Out of Texas?
22
23 Q. Yes.
24 A. Yes. What happens is the various countries, after
25 these are filled out, send them to Texas, if you will, and
26 they, of course, do the work for the specific country, but
27 they also then keep those summary numbers, if you will, in
28 their computer so that they can be compiled with other
29 countries and made into an international norm. So, there
30 can be a comparison, if you will, from country to country
31 of how well each country stacks up in the process.
32
33 Q. This may be a completely impossible question -- if it is,
34 please tell me because you are having to work from memory
35 -- if you look at the first sheet, for example, you will
36 see that in some respects the British positive responses
37 were better than the McDonald's international norm and in
38 relation to other questions they were worse. Do you see
39 that?
40 A. Yes, I do, sure.
41
42 Q. Does that surprise you?
43 A. No, not at all. In some areas you are going to be
44 stronger than others areas, and those areas that, perhaps,
45 you are not as strong in, you have to work at it and give
46 it a priority so that you can improve it.
47
48 Q. Did the American, the US, responses also vary from the
49 international norm?
50 A. Yes, sure. There will be some that are, some that are
51 higher and some that are lower, sure.
52
53 Q. How reliable did you or do you think these answers are,
54 these crew surveys, as a barometer of satisfaction amongst
55 the hourly paid employees?
56 A. The short answer is they are very reliable because they
57 are done in an anonymous fashion where employees are
58 asked to put down their first reaction, their first
59 impression, so that we can get a clear reading of how well
60 they perceive us in certain areas.
