Day 086 - 09 Feb 95 - Page 71
1
2 Q. This is the crew training programme.
3
4 MR. JUSTICE BELL: Page 306.
5
6 MS. STEEL: This is the crew training programme?
7 A. Appendix 6, am I on?
8
9 Q. Yes. Can you confirm that it is the crew training
10 programme?
11 A. Yes.
12
13 Q. So there would be a copy of this in every store, would
14 there not?
15 A. There would be an update of one, I guess, in every
16 store.
17
18 Q. This is what management used to train the crew?
19 A. Yes.
20
21 Q. Do you see at the top of page 306?
22 A. Right.
23
24 Q. "What is hustle? (Hustle is speed and organisation equals
25 greater efficiency)"?
26 A. Yes.
27
28 Q. You remember that as the official definition of hustle now?
29 A. I am not sure if that is the way I defined it
30 yesterday, but I do not particularly have -- I think
31 probably you could phrase it better. Speed and
32 organisation equals safety is the definition that
33 I remember that we were working to, but this may be an
34 earlier one before we had the report that you showed me
35 yesterday, which suggested that our definition of hustle
36 may not be the greatest.
37
38 Q. Right. The report from the Health and Safety Executive?
39 A. I think so, yes.
40
41 Q. Then underneath at 37, it says: "When do you use hustle?
42 (All the time)"?
43 A. Yes.
44
45 Q. So that is company policy?
46 A. I think you would have to say it is, yes.
47
48 Q. At No. 52 on that page it says: "Why is hustle so
49 important when working on the front counter? (Because
50 McDonald's is famous for good service. With a number of
51 people working in a confined area, organisation and speed
52 are important, if customers are to be served
53 efficiently)". So it appears that speed is something that
54 the company prioritises?
55 A. Quick service is something that we prioritise or quick
56 service makes up part of the quality service that we hope
57 to give.
58
59 Q. You said earlier on today that you did not have anybody in
60 your store qualified to fix electrical equipment at some
