Day 086 - 09 Feb 95 - Page 80
1 Q. That is the whole of it?
2 A. No, you just have the top -- you have the top form
3 there. It is rather an extensive document with all sorts
4 of checks in there.
5
6 Q. Because we cannot tell much from that, can we, about what
7 is -----
8 A. No, you cannot -- well, you can -----
9
10 Q. You cannot tell anything about what is tested or what is
11 checked for?
12 A. No, it is not very helpful in outlining everything that
13 is checked on a full field audit.
14
15 Q. Right. What are store-wide reports?
16 A. Store-wide reports are till reports that come off --
17 you can take a till report which tell you what hours, how
18 much money has been taken in an hour, how many products
19 have been sold, just general financial data.
20
21 Q. It only includes that kind of data?
22 A. No, it includes product data as well, how many Big Macs
23 have been sold, so actually specific items.
24
25 Q. It is all about products, though?
26 A. Products and cash.
27
28 Q. Is there anything in the store-wide reports about crew or
29 anything like that?
30 A. No, in just general terms, when someone's says a
31 store-wide, you press a few buttons on a till and it will
32 just give like a consolidation of all the tills and the
33 products that have been sold through there.
34
35 Q. Are the full field audits kept ---
36 A. Yes, they are kept.
37
38 Q. -- at headquarters?
39 A. Yes, they are filed under the store at headquarters.
40 Each regional office -- we are just changing over to a new
41 system of full fields recently, but the old ones will be
42 there.
43
44 Q. How long would they be kept then for records, say?
45 A. Probably a year or so. You probably have the previous
46 year's one to refer to perhaps when you do the current
47 one. The system we have now is much better. It is called
48 a rolling grade system. We monitor things differently. We
49 use customer feed-back and customer surveys to impact on
50 how we grade the restaurants, employee feed-back. So, it
51 has evolved a bit.
52
53 Q. So are those full field audits still in use or do you not
54 rely on them at all any more?
55 A. We have moved over to a system calling rolling grades
56 where every month we have the various indices that we look
57 at, which are customer complaints, customer contacts,
58 customer comment cards when they are in the restaurant. We
59 use that to assess a restaurant's performance now, rather
60 than going once a year and just taking a quick snap shot.
