Day 119 - 02 May 95 - Page 18
1 within a minute? That is a standard national target, is it
2 not?
3 A. I think it is three minutes waiting time and one minute
4 at the counter. I think that is what they aim for.
5
6 Q. One minute at the counter?
7 A. Yes.
8
9 Q. So it is one minute between placing the order and getting
10 your products back?
11 A. Yes, it is not always achieved but that is the -- as
12 I say, I believe that is the target.
13
14 Q. Do you have a concern about that ---
15 A. No.
16
17 Q. -- in terms of the pressure that places on the workforce?
18 A. No.
19
20 Q. It does not concern you?
21 A. No, I have worked it.
22
23 MS. STEEL: Does it not even concern you when you see scenes
24 such as on that video where, in order to get the order
25 together within a minute, if it is busy, you have to kind
26 of skirt around other people, bump into them, snatch things
27 and -----
28 A. No. As I say, what concerned me about that was that
29 little part of it seemed to have been speeded up a little
30 bit; people were moving just a little bit too fast.
31
32 Q. If it turns out that that shot was not speeded up, that the
33 video is shown at a true speed it was taken, would that
34 concern you?
35 A. Not particularly, no. They are very busy stores and
36 people want to work at those stores. That is the essence
37 of this.
38
39 Q. You do not see any problems in terms of safety of the
40 workers with them moving around at that kind of speed?
41 A. No, because the safety record would indicate that there
42 is nothing for us to be concerned about.
43
44 MR. MORRIS: The video, quality, service, cleanliness, that was
45 intercut at one stage two or three times, I was not quite
46 clear. There were clips of Ray Kroc; were they part of
47 that official company video?
48 A. I do not know. I got the impression that the video of
49 Ray Kroc was a very old one.
50
51 MR. JUSTICE BELL: It rather looked as if on one or more
52 occasions he was speaking to some kind of conference?
53 A. Conference, indeed, that is the view I got, my Lord.
54 I am afraid there are ----
55
56 MR. MORRIS: But there was another video that was actually shown
57 to staff?
58 A. Unfortunately, Mr. Morris, there are literally hundreds
59 of videos of McDonald's. Every aspect of the training is
60 on video both for crew and for management. I could not
