Day 084 - 07 Feb 95 - Page 26
1 A. OK.
2
3 Q. That is right, is it?
4 A. That is correct.
5
6 Q. Can I ask you this: In your present position as Head of
7 Training, how often do you actually get into a McDonald's
8 restaurant?
9 A. Five or six times a month.
10
11 Q. Five or six times a month?
12 A. Yes.
13
14 Q. Do you announce your visits?
15 A. Some are announced in that I make appointments to see
16 members of the operations hierarchy. Many are
17 unannounced. They are just visits with members of my
18 department where we will just select a few restaurants to
19 go and visit, to a have a look.
20
21 Q. Is that just in the London area or do you travel -----
22 A. No, no, throughout the country.
23
24 Q. You travel throughout the country?
25 A. Yes.
26
27 Q. What do you do if you find something which does not satisfy
28 your standards?
29 A. It would depend on what that was, but if it was
30 something that was not to our standards that compromised
31 health and safety, I would put it right there and then;
32 contact members of the Operations hierarchy to inform
33 them. If it was something less important, I would take it
34 up with the restaurant manager; say that the service was
35 slow, I would run through that with him, how he may improve
36 that.
37
38 Q. Would you by one means or another take any steps to see
39 that what you had spotted as a fault had been cleared up,
40 dealt with?
41 A. I would follow up on it, yes, if it was severe.
42
43 Q. How often in your visits to the restaurants do you find
44 something that is amiss or awry that you would regard as
45 relatively significant or serious?
46 A. Not very often.
47
48 Q. How often do you find something that is a little thing that
49 needs seeing to?
50 A. Every visit.
51
52 Q. Every visit? Are you a welcome visitor in the
53 restaurants?
54 A. We try to put people at their ease when we go into
55 restaurants, so I think maybe when we get there we are not
56 welcome, but when we leave I would say, by and large, we
57 have been welcomed visitors.
58
59 Q. Do you ever go to the United States?
60 A. I go approximately once a year.
