Audit
Manager on Duty?
Detail progress on last visit and initiatives
Assess 12-month financial - what are the objectives of the visit?
Review last report and assigned goals, timetable
Consider major marketplace trends and events
Determine the TYPE of visit
Time Frame of Visit?
Determine the FOCUS of the visit
Financial (sales, profits, labor, food, marketing, R&M)
Morale (turnover, crew engagement, assistant managers)
Leadership (Testing, bench strength)
Systems/Processes (purchasing, receiving, inventory, scheduling, paperwork, throughout, P&L, etc)
Safety & Security
Marketing (POP, menus, signage, suggestive selling, LSM)
Checklists up-to-date
Guest-centric (service, shopper scores, flow, complaints, power of the parking lot, WOWs, etc)
Follow up from previous visit/information gathering
Training/Recognition (observe, attend or facilitate a crew meeting, orientation, in-store training, pre-shift meeting, certification, etc)
Major Operation Turnaround (requires multiple days to analyze root causes)
Curb Appeal
Parking Lot
Back Door
Cleanliness
Landscaping
Front Door
Signage
Building
Dumpster
Lighting
Walkways
Stalls
Use company checklists of what to look for paying special attention to systems, standards, people, potential danger and repair/maintenance/equipment issues
Curb Appeal
Parking Lot
Back Door
Cleanliness
Landscaping
Front Door
Signage
Building
Dumpster
Lighting
Walkways
Stalls
How well do your managers walkabout-and-work the store (including kitchen, stalls, parking lot)? What do they see? What do they miss? How well do they interact with team members and customers?
What approach do they use to impact Key Result Areas? Note what's there and what's not there.
Try to get a sense of what they understand and if there are limits to their ability to connect process to performance. If problems are evident, do they treat only symptoms?
Spread energy, don't take it away. Greet the entire team. Be a Bumpers Ambassador.
Use Bumpers checklists, assess performance
Stay focused on the performance you came to address. If you see another major area that needs attention, note it and address it later.
Walk the store alone first, see what's being done, what's being overlooked and make notes. Now spend time with the manager, note their observations and interactions.
Evaluate parking lot, menu boards, lights, canopy, signage, banners, lighting, walk-ins, storage areas, equipment, doors and windows
Possible underlying cause?
Observe line checks, quality, food safety, sanitizer, temp log, check for cross contamination
Possible underlying causes?
Observe food handling and hand washing
Possible underlying causes?
Observe pre-shift meeting. Is there effective and motivational coaching going on? Is it fun?
Possible underlying cause?
Observe carhops for service, selling, recipe knowledge, efficiency and WOW. Time cars, watch, listen and time.
Possible underlying causes?
Observe behaviors and efficiency of speaker operator - upbeat, suggestive selling, knowledgable and clearly understood?
Possible underlying cause?
Are fundamentals being properly executed in the kitchen? Car on called, portioning recipes?
Possible underlying cause?
Make a note of progress/regress since last visit. Did they resolve last visit's challenges?
Possible underlying cause?
Review manager petty cash and reports. Look for details.
Possible underlying cause?
Schedule - where can we cut without hurting sales? Compare the schedule to the time sheets - do they match? Add up the dollars on the time sheets and compare them to the reported figures.
Possible underlying cause?
Inventory - Compare inventory to the 46 Report to determine what is missing. What is the reason? Wastage? Theft? Is there too much inventory on hand? Why? (Cap of $3500 for food and $1000 for paper.)
Possible underlying cause?
Daily Reports - Are there paid outs? For what? Why? Are they needed? Are deposits being made on time? Are the reports properly filled out? Are they properly coded?
Possible underlying cause?
Ledger Sheet - Is it up to date? Is every category posted? Check bills and paid outs. How do they compare to the P&Ls?
Possible underlying cause?
Sales - What can be done to increase sales? Are food quality and service in line before promotions? How can greater sales be achieved at this store? What are local competitors doing?
Possible underlying cause?
Drinking or eating up front?
Are employees using printed paper products?
Are employees eating? Did they pay?
Are items being pre-portioned?
How much ice is being put in cups?
How much strawberry, chocolate, candies, etc is being used in shakes, sundaes, etc?
Are napkins being put in bags and how many?
Is the ketchup on carhop trays instead of in bags, how much is given and is it on request?
Is there water in the tomatoes or lettuce?
Is the working area really clean?
Is there too much prep or bread in the store?
Are there spoiled tomatoes and/or lettuce in a box?
Is dressing portioned?
Is the chicken seasoned properly?
Ae the chicken tenders and bits cut correctly and weighing correctly?
Are fries being cooked long enough?
Is the grease being shaken off of fries, tots, etc?
Are we filtering two times a day?
Is the ice cream machine properly calibrated?
Is the meat being seasoned (burgers and phillies)?
Is the grease being drained off of the meat before placing it on the bun?
Is there a lot of waste?
Is the waste bucket being used?
Did you weigh the waste bucket?
Did you check the garbage can for prep and other food wastage?
Was there any?
Is the stock room clean and organized?
Do the carhops know how to execute the recovery strategy?
Select a quiet area and review your visit before engaging the manager.
Label and date your visit report.
Record as much detail as possible.
Sort bullet points and actionable items.
Next to each challenge area, note:
Is the problem new or recurring?
Is it a surface problem or deeper rooted?
What process or system might have failed?
Is it a team or management performance problem?
If it's a manager challenge, is it a result of skill, ignorance or attitude?
Make a difference list. What would be different if you were manager?
Your top 3 concerns:
Your manager's top 3 concerns:
Share and discuss your impressions with your manager. This should be a dialogue, not a monologue. Bring energy, don't take it away.
Balance discussion between unit performance and personal development.
Praise progress. Then identify problem areas and their possible root causes together. Don't just "show and tell." Ask questions that uncover mutual understanding and drive development.
Link all suggestions and direction to goals and shift execution.
Agree on an action plan and next steps with a timetable and leave on a written record. Detail action plan below.
What change did I impact today? What progress did I make?
What are three things I can do to improve my visits?
What are three things I can do to improve my one-on-one conversations with my managers?
Did I achieve my store visit goals?
Knowledge transfer/Energy transfer
Goal-setting
Cost control/Budget
Training/Testing
Alignment with company objectives, ERM, CRM
Real improvement (not band-aids)
Marketing and sales goals focus
Teach everyone something new?
Review execution of all promotions
4 ways to build sales