Day 204 - 15 Jan 96 - Page 44


     
     1        the cleanliness is being criticised, it is by McDonald's
     2        standards, which I would say are far higher than the
     3        average restaurant.
     4
     5   MS. STEEL:  And that would apply to Ray Coton, as well?
     6        A.  Yes.
     7
     8   Q.   But McDonald's feels that their standards are not good
     9        enough?
    10        A.  No, McDonald's feels our standards are very high.
    11
    12   Q.   Yes.  But why do the supervisors complain about the
    13        cleanliness standards if they think that they are fine?
    14        A.  They are not fine by McDonald's standards.
    15
    16   Q.   That is what I am asking?
    17        A.  Why?  Because if you set a target for cleanliness or
    18        any other thing, if you set a low target, then generally
    19        people will achieve up to 90 per cent of that target.  If
    20        you set a high target for cleanliness, then people will
    21        attain towards that.  If you set your standards low, then
    22        you get low standards.  If you set your standards high,
    23        then you get high standards.
    24
    25   Q.   Does that apply to all the targets at McDonald's, or is
    26        this just cleanliness?
    27        A.  I think, you know, when you are talking about quality
    28        service and cleanliness, really you should aim for
    29        100 per cent, realistically knowing that you will not
    30        obtain 100 per cent all the time.  But if it is something
    31        like cost control, then obviously you have to be more
    32        realistic.  You know, for instance, if it is say 100 per
    33        cent total customer satisfaction, we are not going to
    34        please 100 per cent of the customers 100 per cent of the
    35        time, but you should try and attain that sort of standard,
    36        or at least aim towards it.
    37
    38   Q.   That is what the Company wants the stores to get, A grades?
    39        A.  I think the Company standard is B grade.
    40
    41   MR. JUSTICE BELL:  I do not see anything wrong with setting high
    42        standards, myself.
    43
    44   THE WITNESS:   Neither do I.  The Company would be satisfied
    45        with B grades.  A lot of the things they set, if you can
    46        maintain a solid B grade in quality, service and
    47        cleanliness, then that is fine, as long as you are aiming
    48        toward the A grades as well.  If you are consistently
    49        hitting C and F grades on all three things, then obviously
    50        it is not up to the standards that we would expect. 
    51 
    52   MS. STEEL:  The point is, whatever grade the Company wants, 
    53        whether it be A or B, that stores are not able to
    54        consistently keep the store -- Store Managers are not able
    55        to consistently keep the stores at that level, that this is
    56        a regular occurrence at McDonald's stores throughout the
    57        country, that the night before a full field or whatever
    58        kind of audit, any kind of special visit, extra crew are
    59        called in to work extra hours and spend a long time
    60        cleaning it up to bring it up to the standards that the

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