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.
