Day 072 - 12 Jan 95 - Page 63


     
     1        Road restaurant felt any pressure to preserve your
     2        profitability by reducing or cramping the service you
     3        provide in and outside your restaurant?
     4        A.  No, sir.
     5
     6   Q.   Have you felt any pressure even in a busy time to improve
     7        or at any rate protect against deterioration the service in
     8        the restaurant by removing people from the outside trash
     9        walk?
    10        A.  No, quite the contrary.
    11
    12   Q.   Can you look at this sheet, dining area observation check
    13        list?  I should have asked you one final question which
    14        Mr. Morris -- bless his heart -- did not, I think, dare ask
    15        you, have you ever served your in-store interests by taking
    16        people off the trash walk?
    17        A.  No, sir.
    18
    19   Q.   Can we look at this dining area observation check list?
    20        Can we assume from the logo in the top right-hand column
    21        that this emanates from head office in Finchley?
    22        A.  Yes.
    23
    24   Q.   It does.  The first block is entitled "service", the next
    25        block "cleanliness" and the last block on this page
    26        "general" apart from the marking at the bottom.  We notice
    27        if we look at the column headed "possible" that different
    28        topics get different numbers allocated to them.  Do you see
    29        that?
    30        A.  Yes.
    31
    32   Q.   Can you tell us what the meaning of that is?
    33        A.  The marks in the actual -----
    34
    35   Q.   Yes.  They are marks are they?
    36        A.  Yes, you would actually have to be very subjective, you
    37        would assess -- a person giving this OCL would either have
    38        to be a training squad, which is a crew member who has been
    39        promoted after his training has to pass a test, or a lobby
    40        host who is also trained at head office and using a test.
    41        So that person is qualified to, or the manager as well, is
    42        qualified to use one of these observation check lists so
    43        they have been trained how to use them.
    44
    45   MR. JUSTICE BELL:  I think Mr. Rampton's point is you can clock
    46        up quite a lot for trash walks but you do not get much for
    47        gardening under No. 16, for instance.
    48
    49   MR. RAMPTON:  Yes, and dead leaves, that is right.  You do not
    50        get much for spills mopped immediately with replacement 
    51        item provided, if necessary.  You get two for that; whereas 
    52        for trash walks at 14 you get four.  I wondered what the 
    53        reason was for the different amounts of marks awarded to
    54        different topics, different things?
    55        A.  Well, my interpretation is that the company, the
    56        training department, has waited.  They have assessed the
    57        relative importance of different areas.
    58
    59   Q.   So, for example, the maintenance of free fire exits at
    60        No. 18 gets the highest available mark which is five; is

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