Day 137 - 19 Jun 95 - Page 52
1 more beneficial for profit, low labour costs or satisfied
2 customers?
3 A. Oh, there is no question about it. I mean your success
4 depends upon satisfying your customers. If you do not
5 there is a lot of competition and they will go there.
6
7 Q. Could you while you have that file in front of please turn
8 towards the front of it to tab 15, I just want to ask one
9 question about this, and to, let us say, page 596? Have
10 you got that?
11 A. Yes, I have.
12
13 Q. This comes from something which we are told is called
14 "Management Development Programme". Do you recognise
15 that?
16 A. This appears very similar to our US development
17 programmes. It would appear to me to be taken from the US
18 programme and then modified here in England.
19
20 Q. Would you just have a look at the section on this page 596,
21 Labour Cost Analysis, which again you will see has the
22 English spelling?
23 A. Yes.
24
25 Q. Through to, well, really 598 but the guts are on 596 and
26 597. Just read it to yourself. Once again I am sure you
27 are familiar with it.
28 A. Yes, I am quite familiar with these things.
29
30 Q. I am sure you are. Only one question. Do you see anything
31 in that which might mislead a manager who is being trained
32 on development into thinking that a fixed labour cost
33 target was a good idea?
34 A. No. You know these are models.
35
36 Q. Yes.
37 A. And it is used for instructional purposes, the aim
38 being to teach our managers what proper staffing should
39 look like so that our customers get the satisfaction we are
40 looking for. It is not meant in the negative sense, as you
41 might be suggesting.
42
43 Q. I am sorry about this, but would you lay that volume XII on
44 one side and replace it, please, with volume XI which
45 I think you have also got there.
46 A. Yes, I have it.
47
48 Q. Please turn to tab 6 which is the United States Crew
49 Handbook.
50 A. Sure.
51
52 Q. Page 313.
53 A. Yes, I have it.
54
55 Q. This is a section, and again I will not read them all out
56 partly to save time and partly because it is boring to
57 listen to me, headed "Communication"?
58 A. Yes.
59
60 Q. In two parts.
