Day 137 - 19 Jun 95 - Page 52


     
     1        more beneficial for profit, low labour costs or satisfied
     2        customers?
     3        A.  Oh, there is no question about it.  I mean your success
     4        depends upon satisfying your customers.  If you do not
     5        there is a lot of competition and they will go there.
     6
     7   Q.   Could you while you have that file in front of please turn
     8        towards the front of it to tab 15, I just want to ask one
     9        question about this, and to, let us say, page 596?  Have
    10        you got that?
    11        A.  Yes, I have.
    12
    13   Q.   This comes from something which we are told is called
    14        "Management Development Programme".  Do you recognise
    15        that?
    16        A.  This appears very similar to our US development
    17        programmes.  It would appear to me to be taken from the US
    18        programme and then modified here in England.
    19
    20   Q.   Would you just have a look at the section on this page 596,
    21        Labour Cost Analysis, which again you will see has the
    22        English spelling?
    23        A.  Yes.
    24
    25   Q.   Through to, well, really 598 but the guts are on 596 and
    26        597.  Just read it to yourself.  Once again I am sure you
    27        are familiar with it.
    28        A.  Yes, I am quite familiar with these things.
    29
    30   Q.   I am sure you are. Only one question.  Do you see anything
    31        in that which might mislead a manager who is being trained
    32        on development into thinking that a fixed labour cost
    33        target was a good idea?
    34        A.  No.  You know these are models.
    35
    36   Q.   Yes.
    37        A.  And it is used for instructional purposes, the aim
    38        being to teach our managers what proper staffing should
    39        look like so that our customers get the satisfaction we are
    40        looking for.  It is not meant in the negative sense, as you
    41        might be suggesting.
    42
    43   Q.   I am sorry about this, but would you lay that volume XII on
    44        one side and replace it, please, with volume XI which
    45        I think you have also got there.
    46        A.  Yes, I have it.
    47
    48   Q.   Please turn to tab 6 which is the United States Crew
    49        Handbook.
    50        A.  Sure. 
    51 
    52   Q.   Page 313. 
    53        A.  Yes, I have it.
    54
    55   Q.   This is a section, and again I will not read them all out
    56        partly to save time and partly because it is boring to
    57        listen to me, headed "Communication"?
    58        A.  Yes.
    59
    60   Q.   In two parts.

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