Day 086 - 09 Feb 95 - Page 37
1 A. A lot of benefits with the clamshell grills.
2
3 Q. That was one of them?
4 A. That they were easier -- for a crew member, yes, they
5 were easier for them to use.
6
7 Q. The checks that were introduced were easier to follow?
8 A. Over time the checks have been deliberately revised so
9 that they are easier to follow, understand, complete.
10 Obviously, we had to rewrite them as they did not have a
11 choice anyway -- they would not have been applicable.
12
13 Q. Can you just turn to page 207, please?
14 A. Which book is that in, please?
15
16 Q. The yellow one.
17
18 MR. RAMPTON: My Lord, might I once again ask for a tab number?
19 I do not have the page numbers.
20
21 MS. STEEL: It is tab D.
22 A. Is that "cold drinks"?
23
24 Q. Yes, that is the one. The common customer statements, "no
25 taste" -- presumably, you know how this book works, yes?
26 A. Yes.
27
28 Q. When it says "check", is that something that is suggested
29 because that is often found to be the problem when you get
30 that kind of comment?
31 A. I would say that the common customer statement would be
32 a symptom, if you like -- when you are managing the
33 restaurant, a customer says: "This has got no taste", then
34 this directs to you a couple of things to check, to verify
35 that the equipment would be functioning OK.
36
37 Q. Presumably, because when it has been checked in the past
38 that is what is found to be the problem?
39 A. Yes.
40
41 Q. Not always but that is often the case?
42 A. Those are probably things that are most common and most
43 easily resolved that are put down there.
44
45 Q. The most common causes?
46 A. Yes.
47
48 Q. In fact, if you turn to page 192, actually it does say
49 that. "Typical customer statements as you might hear them
50 are listed throughout this guide. Most probable causes for
51 these problems are covered for each comment. The causes
52 are listed in the order in which they are most likely to
53 happen."
54
55 If we turn to page 196 under "Hamburgers", in the
56 right-hand column we have: "Sandwiches too greasy" as a
57 common customer statement. At No. 3 we have: "Is the
58 patty being under-cooked?" So this is actually something
59 that is recognised as a common problem when customers
60 complain of sandwiches being too greasy?
