Day 203 - 12 Jan 96 - Page 71
1 Q. Are you still sticking to 1986, are you?
2 A. No, I was a new crew member in Brighton, store 179, on
3 11th November 1985 I started in Brighton. On 30th -- and
4 in between then and the time I went to Ipswich on something
5 like November 30th, 1986, I was promoted to Floor Manager.
6 I think it is simply a matter of which store -----
7
8 Q. Do not worry, I was rather anticipating that you would look
9 at that and say: "Yes, it must have been November 1985
10 I went to Ipswich" but, obviously, my optimism was
11 unjustified. This case will not hinge on it, Mr. Skehel.
12
13 MR. MORRIS: It could damage the credibility of the computer
14 system.
15
16 MR. JUSTICE BELL: No, do not worry. Anyway, the point was
17 Ms. Steel wanted you to look at performance reviews which
18 come after those two sheets of print-out.
19 A. There is only one performance review that I have here.
20
21 Q. Yes, 4th February 1992?
22 A. Yes.
23
24 MS. STEEL: Just in the third paragraph, what is the brand
25 audit that is talked about there?
26 A. I believe that the Company has Fast Track research done
27 on it, and in 1991, something like that, we had an audit
28 done on the Company which told us about our brand in the
29 eyes of the public and what their perception of our brand
30 was. One of them in relation to this performance review --
31 well, there were many issues we had to address and one of
32 them was that at times when people went into McDonald's,
33 sort of, their perception of the front counter may be that
34 it is a lot of noise and crew calling to customers. The
35 objective we set ourselves was to quieten it down a bit and
36 make it a calmer experience.
37
38 Q. So the shouting, the excess of an unnecessary shouting, as
39 referred to in the last sentence, is something that the
40 Company was taking action against as a whole throughout the
41 country after this brand audit discovered that customers
42 thought that it was a bit noisy when they went in?
43 A. Just let me find the particular sentence because, I am
44 sorry, I am having trouble following it.
45
46 MR. JUSTICE BELL: The way I read it, you have now explained
47 that brand audit showed that some of the customers on the
48 research thought it was not terribly restful when they came
49 in, and it looks as if Mr. Atherton was saying: "This is
50 one of the problems in your stores, see to it"?
51 A. Yes, yes, where appropriate, and there were other
52 issues within the brand audit. We were all seen to at the
53 time.
54
55 MS. STEEL: All the stores?
56 A. Yes.
57
58 Q. Right. The shouting that is referred to, that is shouting
59 of orders and things like that?
60 A. Can you find this word "shouting"?
