Day 074 - 16 Jan 95 - Page 24
1 the end of the session and there they used to score. But,
2 on this one the difference is that at the back of this OCL
3 which says 100 per cent, the new version of it, there are
4 questions which we do ask the crew members or the employees
5 or the floor managers and then we score them accordingly.
6 So, it was more of combining both the unit test and OCL
7 together.
8
9 Q. So, on the old version would those questions have been
10 asked elsewhere or would they just not have been asked at
11 all?
12 A. No, as I suggested, they were in the unit tests, what
13 is called "unit tests". They are different from OCLs.
14
15 Q. That is a separate document; is it a booklet or -----
16 A. It is just -- there are three or four papers which have
17 got different questions and answers. So, I am not too sure
18 whether all the answers or questions which are on this OCL
19 are replicated or they are in that unit test or not, what
20 are missing and what are not.
21
22 Q. You were asked about the scores on the newer OCL?
23 A. Yes.
24
25 Q. Do you see No. 4: "Crew person smiles when appropriate and
26 as often as possible"?
27 A. Yes.
28
29 Q. The possible score for that is five?
30 A. Yes.
31
32 Q. Which, I believe, is the highest score; I think there is
33 only one other five?
34 A. Yes, "fire exit".
35
36 Q. Right. Is smiling something that the company thinks is
37 extremely important and wants its employees to do all the
38 time?
39 A. No, it is just like if your guests arrive at home, what
40 do you do with them? You always smile to your guests or
41 you actually make them feel welcome when they come to
42 visit. It is just like that. It is not that you have to,
43 but if people feel it, they do smile.
44
45 Q. Do you know why there is a higher score for that than there
46 is for the trash walks?
47 A. No, I do not but a smile is as important as trash walk
48 is, but I have no idea why that is so.
49
50 Q. I wanted to turn to your statement now.
51
52 MR. JUSTICE BELL: That is in section 6 of the same bundle,
53 Mr. Siddique.
54
55 MS. STEEL: Can you just say in paragraph 3 you have talked
56 about the complaints received; can you just say what the
57 complaints were that you are referring to there?
58 A. The complaints that those were related to environment/index.html">litter.
59
60 Q. Were the complaints there that you were referring to ones
