Day 161 - 24 Jul 95 - Page 48


     
     1        Managers and the Floor Managers know that waste has to be
     2        recorded every two hours.
     3
     4   Q.   So the crew do not know the Company takes the issue of
     5        waste seriously, or they just do not know that it is all
     6        being recorded?
     7        A.  They do know it is recorded and that is all they need
     8        to know at that stage, at that level.
     9
    10   Q.   Right.  But if the Company is trying to reduce wastage does
    11        it not want the crew members to know?
    12        A.  I think ---
    13
    14   Q.   For some reason?
    15        A.  -- I think it is up to the Managers to find how the
    16        waste occurs and find a way of, if it is lack of training
    17        it is -- training has to be done, or if the production is
    18        high reduce the production at one time more than the
    19        customers' flow.  So it is up to the Managers, I think,
    20        should control these.  The crew do not have anything to do
    21        with it.  If the waste is high or low it is nothing to do
    22        with the crew.  It is the Managers' direction.
    23
    24   Q.   I know it is not their responsibility.  I am just trying to
    25        understand what you are saying - it is not their
    26        responsibility; it is the Managers' responsibility, but are
    27        the crew aware that the Managers monitor the waste and want
    28        to keep it down?
    29        A.  No, they are not aware of that.  It is, you know, as
    30        Managers do, they are not.  They know that they have to be
    31        wasting, but they are not aware of how much wasted is and
    32        what level it is; they do not know; they are not aware of
    33        it.
    34
    35   Q.   So they are aware that they do not want to waste things
    36        unnecessarily, but they do not know what levels the Company
    37        is setting, or anything like that?
    38        A.  Yes, that is correct.
    39
    40   Q.   You said about complaints from customers, that customers
    41        always ask to see the Manager so you would know what
    42        complaints ---
    43        A.  That is correct.
    44
    45   Q.   -- would happen; but, presumably, if customers did not ask
    46        to see the Manager, they just mentioned it to someone on
    47        the till, then you would not necessarily get to hear about
    48        that?
    49        A.  It is -- normally, if there is a complaint, the crew
    50        member inform the Manager, especially if they replace food 
    51        or an item they will let the Manager know. 
    52 
    53   Q.   You said there were complaints about the service being slow
    54        or about fries being cold; what other complaints do you get
    55        about the food quality from time to time, whatever?
    56        A.  Sometimes if they order a special and they do not want
    57        a gherkin in their Big Mac and then there is gherkin they
    58        will complain, and if their food is cold they will complain
    59        as well, and they want it to be replaced; and if the toilet
    60        is slightly dirty they complain the toilet is dirty.

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