Day 133 - 12 Jun 95 - Page 26
1 Q. Could you please turn to page 100 where the right-hand
2 column should be headed "Crew opinion survey", do you see
3 that?
4 A. Yes.
5
6 Q. It says -- this, I remind you, is the US document -- "The
7 McDonald's crew opinion survey is the most effective tool
8 we have for measuring a management team's people
9 practices. This anonymous poll accurately reveals a
10 store's strengths and weaknesses to provide us an excellent
11 gauge of crew morale. Conducting crew opinion surveys is a
12 vital part of any crew retention strategy".
13
14 So far as those statements are concerned, Ms. Mead, does
15 the policy, attitude or practice of the British company
16 differ in any significant respect?
17 A. No.
18
19 Q. You see, the purpose and effect of a crew survey in the
20 same way, do you?
21 A. Yes.
22
23 Q. Then it gives five reasons for conducting the survey;
24 "1. To identify strengths and weaknesses of the store
25 level. The survey measures the effectiveness of specific
26 practices", then it gives some examples, "by asking a
27 series of targeted questions.
28
29 2. To give us an annual check up. The survey shows us the
30 basic health of your people practices and pin points where
31 there any hidden problems.
32
33 3. To act as an early warning system. The opinion survey
34 gives us an early warning before serious people-related
35 problems surface, such as increased turnover, declining
36 morale or labour relations, wage and hour, and EEO
37 problems". Do you know what "EEO problems" are?
38 A. It means Equal Employment Opportunity. That is the way
39 they used to term it in the US.
40
41 Q. I am sorry?
42 A. That is the term they used to use in the US.
43
44 Q. What we call Equal Opportunities?
45 A. Yes.
46
47 Q. "4. To supplement communication sessions. The opinion
48 survey is not dependent upon management communication
49 skills and may identify different problems from those
50 revealed in communication sections. Moreover, the survey
51 identifies a full range of opportunities rather than
52 focusing on one or two.
53
54 5. To set in measure people goals. Goals can be set to
55 target an area for improvements, such as crew training, and
56 another survey can be done in six months to see if the
57 action taken was effective". Then it describes how the
58 survey is constructed, do you see that?
59 A. Yes.
60
