Day 137 - 19 Jun 95 - Page 58


     
     1        these responses, you put your action plans together and
     2        then you move on.  At the next cycle, you then see whether
     3        or not you have improved in those areas that you sought to
     4        address.  So, at my direction, because we are going to the
     5        new system and, frankly, I needed the filing cabinets, I
     6        directed our folks to eliminate it.
     7
     8   Q.   If you just look at the graded one, the last sheet --
     9        I know it is difficult to do it from memory -- I should ask
    10        you this:  In the first sheet, the British responses are
    11        compared with something called what I think is the
    12        McDonald's international norm?
    13        A.  Yes.
    14
    15   Q.   How is the McDonald's or was the McDonald's international
    16        norm determined?
    17        A.  There is an outside organisation that does the
    18        computing.
    19
    20   Q.   What, industrial relations international?
    21        A.  Out of Texas?
    22
    23   Q.   Yes.
    24        A.  Yes.  What happens is the various countries, after
    25        these are filled out, send them to Texas, if you will, and
    26        they, of course, do the work for the specific country, but
    27        they also then keep those summary numbers, if you will, in
    28        their computer so that they can be compiled with other
    29        countries and made into an international norm.  So, there
    30        can be a comparison, if you will, from country to country
    31        of how well each country stacks up in the process.
    32
    33   Q.   This may be a completely impossible question -- if it is,
    34        please tell me because you are having to work from memory
    35         -- if you look at the first sheet, for example, you will
    36        see that in some respects the British positive responses
    37        were better than the McDonald's international norm and in
    38        relation to other questions they were worse.  Do you see
    39        that?
    40        A.  Yes, I do, sure.
    41
    42   Q.   Does that surprise you?
    43        A.  No, not at all.  In some areas you are going to be
    44        stronger than others areas, and those areas that, perhaps,
    45        you are not as strong in, you have to work at it and give
    46        it a priority so that you can improve it.
    47
    48   Q.   Did the American, the US, responses also vary from the
    49        international norm?
    50        A.  Yes, sure.  There will be some that are, some that are 
    51        higher and some that are lower, sure. 
    52 
    53   Q.   How reliable did you or do you think these answers are,
    54        these crew surveys, as a barometer of satisfaction amongst
    55        the hourly paid employees?
    56        A.  The short answer is they are very reliable because they
    57        are done in an anonymous fashion where employees are
    58        asked to put down their first reaction, their first
    59        impression, so that we can get a clear reading of how well
    60        they perceive us in certain areas.

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