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

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