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"?

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