Day 248 - 13 May 96 - Page 06
1 anyway?
2 A. I think so, yes.
3
4 Q. Right.
5
6 MS. STEEL: OK. I think that is all I wanted to ask about the
7 Times Supplement. We have an article here, I do not know,
8 I am pretty sure it was disclosed, or at least one similar
9 to it, but I do not know where it went. It is from the
10 Financial Times on 28th October 1994. (Handed).
11
12 MR. JUSTICE BELL: Well.
13
14 MR. MORRIS: I think it was in our employment supplementary but
15 I do not think we have that index here.
16
17 MR. JUSTICE BELL: Show it to Mr. Rampton or Mrs. Brinley-Codd.
18 It is a similar article in The Times at about the same
19 time. Or it may have been
20 The Independent.
21
22 MS. STEEL: Could I just ask for it to be put in front of the
23 witness and confirm whether the quotes attributed to him
24 are correct (handed)?
25 A. The quotes in here that I have made are from a speech
26 I did in Harrogate which was about 45 minutes to an hour
27 long. Certainly, I said what is there, but I think I said
28 much more around each of those statements.
29
30 Q. Right. Who was that a speech to?
31 A. I think it was the Institute of Personnel Management,
32 or Institute of... IPM, I think it was them.
33
34 Q. OK. Could I -- the particularly relevant part is, it says
35 that when McDonald's did a customer survey of attitudes
36 customers said -- and this is a quote from you -- 'that
37 they thought McDonald's were loud, brash American,
38 successful, complacent, uncaring, insensitive,
39 disciplinarian, insincere, suspicious and arrogant', and
40 then it goes on to say that you went on to say, 'We thought
41 we knew about service, get the order into the customer's
42 hands in 60 seconds, that was service. Not according to
43 our customers. They wanted warmth, helpfulness, time to
44 think, friendliness and advice. What they told us we were
45 giving was horrifying.' So you confirm you said that?
46 A. I confirm that I said that and much, much more, yes.
47
48 Q. Right. I wanted to ask a quick question about the Annual
49 Review.
50
51 MR. JUSTICE BELL: Which year is that?
52
53 MS. STEEL: This year's Annual Review.
54
55 MR. JUSTICE BELL: That is different to the Corporation's Annual
56 Report which I have is it?
57
58 MS. STEEL: Yes. This is the Corporation one, actually. Yes,
59 it is the Annual Report, sorry. Not Annual Review. I do
60 not think we have a copy, but I have a spare. Well, I want
