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

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