Day 125 - 12 May 95 - Page 04
1 MS. STEEL: If you could get down pink volume X, the Operations
2 and Training manual? This is the manual that goes to all
3 the people who operate McDonald's restaurants, is it?
4 A. This looks like a replication of our Operations and
5 Training manual. It is a bit dated. This is 1991.
6
7 Q. This would go to both franchisees and the Company run
8 stores, would it?
9 A. Each store would have an Operations Training manual.
10
11 Q. They would be expected to adhere to the standards set in
12 this manual?
13 A. As best they could. In other words, they would be
14 expected to follow the letter of the Operations and
15 Training manual, but from time to time there might be
16 circumstances that would take place in the unit, in the
17 restaurant, that might cause them to make a judgment, an
18 on-the-scene judgment, but I would say for the most part,
19 99 per cent of the time, it would be our wish that
20 procedures, policies be followed as stated in the manual.
21
22 Q. In the John Love book it records that Fred Turner wrote an
23 Operations Manual. I dare say it might have been updated
24 since he wrote it, but is this basically what it was that
25 he wrote?
26 A. He wrote the introduction for this. The original
27 Operations Training manual was written, I believe, by Nick
28 Harris with Fred's assistance. It was his intention, as
29 Head of Operations at the time, that all of our store
30 managers had the benefit of a manual like this to assist
31 them in the carrying out of their responsibilities. In the
32 early days we did not have it and he had the vision to see
33 that there was a need for it. So, he was directly
34 responsible for the drafting of the first manual.
35
36 Q. That was in order to achieve the uniformity of the whole
37 McDonald's system?
38 A. Yes, in our sense, yes.
39
40 Q. When was that written? That was in the 50s, was it not?
41 A. That would be in the late 50s, yes.
42
43 Q. The manual is a lot thicker than this, in actual fact?
44 A. Yes, it is. It is constantly being updated.
45
46 Q. If you turn over to -- it is page 2 of the bundle ----
47 A. The Introduction?
48
49 Q. Yes. We start on page 9, then go to page 11 and then page
50 15. Do you know what is on those pages? Is there an index
51 to this manual?
52 A. Yes, there is. The format is different. It is
53 different than what you -- what we have as an exhibit.
54
55 Q. The format?
56 A. Yes, the format is different in that it accommodates,
57 it more readily accommodates, changes. There has been a
58 great deal of change in technology and we found it better
59 not to have a hard bound book so that we could make changes
60 without going through extraordinary cost in having manuals
