Day 125 - 12 May 95 - Page 04


     
     1   MS. STEEL:   If you could get down pink volume X, the Operations
     2        and Training manual?  This is the manual that goes to all
     3        the people who operate McDonald's restaurants, is it?
     4        A.  This looks like a replication of our Operations and
     5        Training manual.  It is a bit dated.  This is 1991.
     6
     7   Q.   This would go to both franchisees and the Company run
     8        stores, would it?
     9        A.  Each store would have an Operations Training manual.
    10
    11   Q.   They would be expected to adhere to the standards set in
    12        this manual?
    13        A.  As best they could.  In other words, they would be
    14        expected to follow the letter of the Operations and
    15        Training manual, but from time to time there might be
    16        circumstances that would take place in the unit, in the
    17        restaurant, that might cause them to make a judgment, an
    18        on-the-scene judgment, but I would say for the most part,
    19        99 per cent of the time, it would be our wish that
    20        procedures, policies be followed as stated in the manual.
    21
    22   Q.   In the John Love book it records that Fred Turner wrote an
    23        Operations Manual.  I dare say it might have been updated
    24        since he wrote it, but is this basically what it was that
    25        he wrote?
    26        A.  He wrote the introduction for this.  The original
    27        Operations Training manual was written, I believe, by Nick
    28        Harris with Fred's assistance.  It was his intention, as
    29        Head of Operations at the time, that all of our store
    30        managers had the benefit of a manual like this to assist
    31        them in the carrying out of their responsibilities.  In the
    32        early days we did not have it and he had the vision to see
    33        that there was a need for it.  So, he was directly
    34        responsible for the drafting of the first manual.
    35
    36   Q.   That was in order to achieve the uniformity of the whole
    37        McDonald's system?
    38        A.  Yes, in our sense, yes.
    39
    40   Q.   When was that written?  That was in the 50s, was it not?
    41        A.  That would be in the late 50s, yes.
    42
    43   Q.   The manual is a lot thicker than this, in actual fact?
    44        A.  Yes, it is.  It is constantly being updated.
    45
    46   Q.   If you turn over to -- it is page 2 of the bundle ----
    47        A.  The Introduction?
    48
    49   Q.   Yes.  We start on page 9, then go to page 11 and then page
    50        15.  Do you know what is on those pages?  Is there an index 
    51        to this manual? 
    52        A.  Yes, there is.  The format is different.  It is 
    53        different than what you -- what we have as an exhibit.
    54
    55   Q.   The format?
    56        A.  Yes, the format is different in that it accommodates,
    57        it more readily accommodates, changes.  There has been a
    58        great deal of change in technology and we found it better
    59        not to have a hard bound book so that we could make changes
    60        without going through extraordinary cost in having manuals

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