Day 086 - 09 Feb 95 - Page 38
1 A. Yes, it could lead to -- sorry, under-cooking could
2 lead to a greasy sandwich.
3
4 Q. And "sandwiches are too greasy" is a common customer
5 statement?
6 A. When you say "common" -- I would say these are -----
7
8 Q. That is what it says at the top of column.
9 A. I know what it says. It is the most common customer
10 statements. As are you working in a restaurant, the things
11 that a customer may complain of, these are the most common
12 things.
13
14 Q. Then if you turn to page 202 for Chicken McNuggets, the
15 common customer statements are "too greasy" and the first
16 thing to check is, is the cooking time too short? The
17 second is, is the cooking temperature too low? So that is
18 also something that has been found to be something of a
19 problem?
20 A. No, I do not think any further this is something that
21 has been found to be of a problem. If a customer has that
22 complaint about a product, then you should investigate why
23 that is and try to resolve it and stop it happening again,
24 and this suggests what you should look at immediately.
25
26 Q. Yes. They are the most likely causes?
27 A. Yes, I think I would add, looking through these, there
28 are probably other things that are there nowadays.
29
30 Q. Nowadays?
31 A. Yes, I think with "too greasy" it was probably the
32 product was over-held, you would find that may be it would
33 be "too greasy".
34
35 Q. Over-held, what, in the warm cabinet, or whatever you call
36 it?
37 A. Yes.
38
39 Q. That happens quite often now, does it?
40 A. It rarely happens, but it can lead to a greasy
41 product. The reason they there say that the crew can be --
42 sorry, the manager can be proactive about resolving any
43 problem that should be raised by the customer.
44
45 Q. There are various references to "searing". Can you just
46 explain what "searing" is?
47 A. Yes, on the old flat grills, the procedure was that you
48 would lay the meat on to the grill, then after 20 seconds
49 an alarm would go. You would then take a tool called the
50 sear tool which was a bit like a flat saucer which you
51 could grip with your hand, quite a reasonably heavy metal
52 saucer. You would from the back of the grill press down on
53 to the hamburger patties, each one of them, until you heard
54 what is called the three Ss which was sear, sizzle and
55 sealed. That meant that you had sealed it to the grill
56 surface, and to each one of those -----
57
58 Q. To stick it to the grill surface?
59 A. Yes, so seal it to the grill surface, and then that was
60 basically it. So, in effect, what we have done is from
