Day 074 - 16 Jan 95 - Page 24


     
     1        the end of the session and there they used to score.  But,
     2        on this one the difference is that at the back of this OCL
     3        which says 100 per cent, the new version of it, there are
     4        questions which we do ask the crew members or the employees
     5        or the floor managers and then we score them accordingly.
     6        So, it was more of combining both the unit test and OCL
     7        together.
     8
     9   Q.   So, on the old version would those questions have been
    10        asked elsewhere or would they just not have been asked at
    11        all?
    12        A.  No, as I suggested, they were in the unit tests, what
    13        is called "unit tests".  They are different from OCLs.
    14
    15   Q.   That is a separate document; is it a booklet or -----
    16        A.  It is just -- there are three or four papers which have
    17        got different questions and answers.  So, I am not too sure
    18        whether all the answers or questions which are on this OCL
    19        are replicated or they are in that unit test or not, what
    20        are missing and what are not.
    21
    22   Q.   You were asked about the scores on the newer OCL?
    23        A.  Yes.
    24
    25   Q.   Do you see No. 4:  "Crew person smiles when appropriate and
    26        as often as possible"?
    27        A.  Yes.
    28
    29   Q.   The possible score for that is five?
    30        A.  Yes.
    31
    32   Q.   Which, I believe, is the highest score; I think there is
    33        only one other five?
    34        A.  Yes, "fire exit".
    35
    36   Q.   Right.  Is smiling something that the company thinks is
    37        extremely important and wants its employees to do all the
    38        time?
    39        A.  No, it is just like if your guests arrive at home, what
    40        do you do with them?  You always smile to your guests or
    41        you actually make them feel welcome when they come to
    42        visit.  It is just like that.  It is not that you have to,
    43        but if people feel it, they do smile.
    44
    45   Q.   Do you know why there is a higher score for that than there
    46        is for the trash walks?
    47        A.  No, I do not but a smile is as important as trash walk
    48        is, but I have no idea why that is so.
    49
    50   Q.   I wanted to turn to your statement now. 
    51 
    52   MR. JUSTICE BELL:  That is in section 6 of the same bundle, 
    53        Mr. Siddique.
    54
    55   MS. STEEL:   Can you just say in paragraph 3 you have talked
    56        about the complaints received; can you just say what the
    57        complaints were that you are referring to there?
    58        A.  The complaints that those were related to environment/index.html">litter.
    59
    60   Q.   Were the complaints there that you were referring to ones

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