Day 127 - 23 May 95 - Page 74
1 communication because you are able to communicate such a
2 lot more than the written word in terms of people's
3 feelings, perceptions and support for what is in the
4 document.
5
6 Q. And then, finally, in the main text of the document,
7 Mrs. Barnes, 828, at the bottom, 2.39, there is a passage
8 about "Hustle" which runs through to 830. I am not going
9 to read it out. Can you just read through it because I am
10 sure you have read it 100 times ---
11 A. Yes.
12
13 Q. -- to 2.43 on page 830; just glance through it and remind
14 yourself. Tell me when you have done.
15 A. I have done.
16
17 Q. Then can we go back to what might be thought the key
18 sentence in this which is at the top of 829, it is the last
19 sentence of the first paragraph about "Hustle", the word
20 "it" is "hustle". "Hustle's application had resulted in a
21 conflict between operational requirements and safety, where
22 the need to get product to the customer and to maximise
23 sales and competition with other stores had taken
24 precedence."
25
26 I would ask you, do you have any comment about that as a
27 general statement about the place of hustle in the
28 McDonald's culture at the time this was written?
29 A. Certainly "hustle" was a well recognised term by just
30 about every employee who worked in Operations. What seemed
31 to have happened, though, was that there was a variation in
32 the way that it was applied. Certainly, there is no doubt
33 that in some restaurants it had turned into meaning
34 running, whereas in other restaurants they had concentrated
35 more on the efficiency side of it.
36
37 Again, it is a reason why we felt we needed to better
38 define it and get senior Operations management support and
39 well communicate exactly which we meant. There is no way
40 that we would have intended safety to be comprised. In
41 fact, every manager is still taught (and was taught then)
42 on their very first management course, the basic Operations
43 course, that safety comes between -- sorry, safety comes
44 before quality, service and cleanliness which are the three
45 main aims of the Company.
46
47 Q. Before I ask you about the conclusions and recommendations,
48 when did you get this document? Did you get a
49 prepublication draft or did you get it when it came out in
50 August 1992 or what?
51 A. I cannot remember seeing it before the final -----
52
53 Q. Do not worry about it. What I am interested in -- you read
54 it, presumably, you might even have read it twice?
55 A. Yes.
56
57 Q. What was your reaction overall to its thrust, to its
58 content, when you read it?
59 A. We all thought, all of the ------
60
