Day 208 - 24 Jan 96 - Page 60


     
     1        A.  Well, at the time when I was on wrap and call and
     2        somebody would come up to me and say, "Look, Kevin, there
     3        is a complaint about a quarter pounder".  So I would again
     4        go and tell the person in the kitchen who would then go and
     5        sort it out.  The Manager, whoever is running the kitchen,
     6        the Manager who is running the kitchen, will sort it out,
     7        or he would get the shift running Manager and he would sort
     8        it out.
     9
    10   Q.   Right.  But when they came to you working on wrap and call
    11         -- where is wrap and call, is that behind the till?
    12        A.  Yes, it is in the ---
    13
    14   Q.   It is on the front counter ---
    15        A.  Yes.
    16
    17   Q.   -- behind the till?
    18        A.  Yes.
    19
    20   Q.   You are one who is wrapping up stuff that may be
    21        undercooked, so is that why they tell you?
    22        A.  Yes, I am wrapping the food so if there is a problem
    23        with the grills I can tell the person in the kitchen or
    24        I can tell the -- I mean, a crew member may go up and see
    25        the salaried Manager.  They might see me.  It depends.
    26
    27   Q.   You would not always hear about it; someone might go and
    28        say:  "I want to speak to the Manager"?
    29        A.  Yes, it is a possibility that I would not hear about
    30        it, yes.
    31
    32   Q.   Right.  Or it is possible that a till person may just give
    33        someone a replacement if they felt that was a good way of
    34        dealing with it?
    35        A.  They may, but I do not think they would, because they
    36        would tell a Manager because there probably would be
    37        another complaint later on, wouldn't there, about it if it
    38        was being raw, so they probably would tell -- they should
    39        tell a Manager.  They have been told to tell a Manager so
    40        they probably would tell a Manager.
    41
    42   Q.   So, when it has happened to you that you found out because
    43        of your direct involvement there, someone has come to you
    44        and said:  "There has been a complaint" of something,
    45        "undercooked burger" or "uncooked burger", what do you
    46        actually do then on wrap and call?  What do you do?
    47        A.  I just tell the Manager.  I go and see the Manager in
    48        the kitchen or the salaried Manager, and then they would go
    49        round and they would check it, and we would check, if it
    50        was a quarter pounder, we would take the quarter pounders 
    51        out the bin and check them, make sure they were all right; 
    52        if they were not, we would throw them away. 
    53
    54   Q.   To you that would be the correct procedure for any
    55        complaint?
    56        A.  As far as I know, yes.
    57
    58   Q.   Then is it also part of the correct procedure that an
    59        incident report form should be filled in?
    60        A.  I do not know, I have never had anything to do with

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