CEV + FY16 - duplicate

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

1. Deployment

• 1.1.1.1 Is the deployment sheet available and are positions posted, signed to each partner and actively referenced?

  Yes

  No

  N/A

1.1 Deployment principles 1.1.2 Customer connection

• 1.1.2.1 Are customers greeted at the earliest possible opportunity in a friendly manner? (this is to include at the till if there is no queue)

  Yes

  No

  N/A

• 1.1.2.2 Were you asked for your name when ordering your beverage?

  Yes

  No

  N/A

• 1.1.2.3 Are partners actively connecting with the customer offering something specific over and above what the customer is ordering? For example the MSR, Beverage, Food and Origin?

  Yes

  No

  N/A

2 Brand standards 2.1 Sirens Eye 2.1.1 Visual execution

• 2.1.1.1 Is the transaction plane, impulse fixture (where available), cookie jar, unobstructed, fully stocked and labelled. Starbucks Card Holder is stocked?

  Yes

  No

  N/A

• 2.1.1.2 The correct A-board insert and banner stand signage displayed and in good condition?

  Yes

  No

  N/A

• 2.1.1.3 Is the correct window signage in place for both promotional and core and window?

  Yes

  No

  N/A

• 2.1.1.4 Is the merchandise including Coffee display (floor stand, baskets, knock down table, merchandise bay, metal stand and bar back cubbies) priced and fully stocked, including VIA?

  Yes

  No

  N/A

• 2.1.1.5 Is the condiment bar fully stocked?

  Yes

  No

  N/A

• 2.1.1.6 Is the daily offerings board. Whole bean display and menu boards as per campaign guide?

  Yes

  No

  N/A

2 Brand standards 2.2 Uniform standards 2.2.1 Dress Code

• 2.2.1.1 Is the Starbucks dress code and presentation standards followed, including hair colour standard? Aprons are clean and are not worn during breaks? Name badges are correctly written (chalked) and are worn at all times?

  Yes

  No

  N/A

2 Brand standards 2.3 Environment 2.3.2 Atmosphere

• 2.3.2.1. Is the music Starbucks supplied and at the correct volume?

  Yes

  No

  N/A

• 2.3.2.2. Is the store lighting correct, and there are no more than 3 light bulbs out within the store?

  Yes

  No

  N/A

• 2.3.2.3 Does the store operate a free customer wifi access (or an alternative free wifi access) that provides the same level of speed, ease of use and availability of service and level of security to customers?

  Yes

  No

  N/A

• 2.3.2.4 Is the bathroom stocked with toilet paper and hand soap (not a bar of soap)?

  Yes

  No

  N/A

• 2.3.2.5 Is cafe being cleared every 10 minutes as necessary and are partners using the bussing routine?

  Yes

  No

  N/A

2 Brand standards 2.4 Service Recovery Vouchers 2.4.1 service recovery vouchers available

• 2.4.1.1 Are service recovery vouchers available (not in the safe)?

  Yes

  No

  N/A

3 Beverage 3.1 Beverage Quality 3.1.1 Recipe

• 3.1.1.1 Were each of the beverages made to the evaluation standards? Two of the following: 1. Caffè latte 2. Cappuccino 3. Frappuccino 4. Caramel Macchiato 5. Campaign drink 6. Flat White thermometers used for the following drinks: flat white, eggnog, children's and extra hot beverages

  Yes

  No

  N/A

• 3.1.1.2 Is the mocha pump calibrated correctly? Chose one pump from: a. Bar mocha/white mocha, b. Chai tea,

  Yes

  No

  N/A

• 3.1.1.3 Are espresso shots incorporated into a beverage within 10 seconds within the beverage routine?

  Yes

  No

  N/A

• 3.1.1.4 Are all types of espresso machines calibrated to pull 2 fl. oz. (59ml) for a double shot? (Note shot glass = 1fl. oz.)

  Yes

  No

  N/A

• 3.1.1.5 Is the pour time for espresso double shots between 18-23 seconds for the mastrena (using the counter display)?

  Yes

  No

  N/A

• 3.1.1.6 Is brewed coffee prepared to standard (weigh batch of coffee etc...)

  Yes

  No

  N/A

3 Beverage and Food 3.2 Beverage routine 3.2.1

• 3.2.1.1 Are the four major steps of beverage routine followed?

  Yes

  No

  N/A

• 3.1.1.2 Are the eight major steps of Frappuccino routine followed?

  Yes

  No

  N/A

3 Beverage and Food 3.3 Beverage Finish 3.3.1 Delivery

• 3.3.1.1 Did the barista use the customers name, make eye contact and say 'thank you' when handing off the beverage?

  Yes

  No

  N/A

• 3.3.1.2 A cup sleeve is used on: Hot Tall and grande brewed coffee, tea, americanos, chai tea lattes and Mistos, all hot Venti size beverages. Other beverages at customer's request

  Yes

  No

  N/A

• 3.3.1.3 Is the Starbucks Beverage Identification System (Cup ID) being used for all beverages?

  Yes

  No

  N/A

• 3.3.1.4 Is the cup clean with no spills? (also look for cups that are chipped on ceramics)

  Yes

  No

  N/A

3 Beverage and food 3.4 Food Quality 3.4.1 Delivery

• 3.4.1.1 Is food displayed correct and fully available across the range and/or a good variety of food dependant on time?

  Yes

  No

  N/A

• 3.4.1.2 Is food being served with the correct cutlery and a napkin?

  Yes

  No

  N/A

• 3.4.1.3 Is food being delivered to the handoff point and the customer called as a minimum standard?

  Yes

  No

  N/A

4 Training 4.1. training standards

• 4.1.1. Ask to see two baristas Training Files - one from a long term partner and one from the newest partner

  Yes

  No

  N/A

• 4.1.2 Ask to see a shift supervisor folder

  Yes

  No

  N/A

• 4.1.3 Ask to see a store manager folder - this may not be held in store) training certificatuon should be held in store

  Yes

  No

  N/A

Slips, trips and falls

• Are the controls over slips/trips /falls hazards satisfactory?

  Yes

  No

  N/A

Electrical safety

• Are controls over electrical hazards satisfactory?

  Yes

  No

  N/A

Fire safety

• Are controls over fire hazards satisfactory (low risk)?

  Yes

  No

  N/A

• Are controls over fire hazards satisfactory (high risk)?

  Yes

  No

  N/A

Equipment safety

• Are controls over equipment safety satisfactory?

  Yes

  No

  N/A

First aid

• Are first aid materials satisfactory?

  Yes

  No

  N/A

Manual Handling

• Are controls over manual handling hazards satisfactory?

  Yes

  No

  N/A

Hazardous substances (COSHH)

• Are controls over hazardous substances satisfactory?

  Yes

  No

  N/A

Personal protective equipment (PPE)

• Is the personal protective equipment satisfactory?

  Yes

  No

  N/A

Health and safety records

• Accident records (incident report forms) are available including investigation forms?

  Yes

  No

  N/A

• The health and safety checks are being completed in the duty roster notebook

  Yes

  No

  N/A

• The risk assessments have been completed and marked off

  Yes

  No

  N/A

• Portable appliance testing records are satisfactory

  Yes

  No

  N/A

• The fire risk assessment is satisfactory and marked off

  Yes

  No

  N/A

• The district manager checks are being completed in the duty roster notebook

  Safe

  At Risk

  N/A

• The hazardous substances safety data sheets and risk assessments are satisfactory

  Yes

  No

  N/A

• The manual handling risk assessments are satisfactory

  Yes

  No

  N/A

• The personal protective equipment records are satisfactory

  Yes

  No

  N/A

• The asbestos record I'm the manual has been completed

  Yes

  No

  N/A

• Any damage asbestos containing equipment reported and dealt with

  Yes

  No

  N/A

Signage and partner information (health and safety)

• Are the correct health and safety signs and documents displayed

  Yes

  No

  N/A

Partner Training and knowledge (health and safety)

• General health and safety training is completed and recorded

  Yes

  No

  N/A

• Partner specific health and safety training is completed and recorded

  Yes

  No

  N/A

• Does the PIC have a good knowledge of health and safety procedures (two examples)

  Yes

  No

  N/A

Stock rotation

• Is high-risk food stock rotation satisfactory (use by)?

  Yes

  No

  N/A

• Is low-risk food stock rotation satisfactory (best before)?

  Yes

  No

  N/A

Temperature control

• Is temperature control satisfactory?

  Yes

  No

  N/A

• Is temperature control satisfactory? (destructive tests)

  Yes

  No

  N/A

• Is hot water available?

  Yes

  No

  N/A

• Are digital thermometers satisfactory?

  Yes

  No

  N/A

Pest Control

• Is high-risk pest control satisfactory (fruit flies, rodents, cockroaches)?

  Yes

  No

  N/A

• Is low-risk pest control satisfactory (house flies, pigeons, ants)

  Yes

  No

  N/A

• Is pest proofing satisfactory?

  Yes

  No

  N/A

Personal hygiene

• Is personal hygiene (handwashing) satisfactory?

  Yes

  No

  N/A

• Is personal hygiene (appearance, behavior, health) satisfactory?

  Yes

  No

  N/A

• Is there adequate water supply?

  Yes

  No

  N/A

Contamination

• Are controls over contamination of high risk food satisfactory?

  Yes

  No

  N/A

• Are controls over food contamination satisfactory?

  Yes

  No

  N/A

• Are controls over contamination of high-risk food-contact surfaces satisfactory?

  Yes

  No

  N/A

• Are controls over contamination of low-risk food-contact surfaces satisfactory?

  Yes

  No

  N/A

Food Safety Records

• Is the HACCP satisfactory?

  Yes

  No

  N/A

• Are the duty roster notebook (DRN) temperature checks being completed?

  Yes

  No

  N/A

• Are the duty roster notebook (DRN) calibration checks being completed?

  Yes

  No

  N/A

• Are the environmental health officer visit records satisfactory?

  Yes

  No

  N/A

• Are the pest control records satisfactory?

  Yes

  No

  N/A

Signage and partner information (food safety)

• Are the correct food safety signs and documents displayed?

  Yes

  No

  N/A

Partner Training and knowledge (food safety)

• Is partner food safety training completed and recorded?

  Yes

  No

  N/A

• Does the PIC have a good knowledge of food safety procedures (two examples)?

  Yes

  No

  N/A

Cleanliness - Structure

• Is the exterior clean?

  Yes

  No

  N/A

• Is the structure and furniture in the customer area clean?

  Yes

  No

  N/A

• Are the customer toilets clean?

  Yes

  No

  N/A

• Is the structure in the bar clean?

  Yes

  No

  N/A

• Is the structure in the Back of House clean?

  Yes

  No

  N/A

Cleanliness - Equipment

• Is the condiment bar clean?

  Yes

  No

  N/A

• Is the high-risk equipment in the bar clean?

  Yes

  No

  N/A

• Is the low-risk equipment in the bar clean?

  Yes

  No

  N/A

• Are the high-risk smallwares in the bar clean?

  Yes

  No

  N/A

• Are the low-risk smallwares in the bar clean?

  Yes

  No

  N/A

• Is the high-risk food equipment in the back of house clean?

  Yes

  No

  N/A

• Is the low-risk equipment in the back of house clean?

  Yes

  No

  N/A

Cleaning Records

• Are the duty roster notebook (DRN) cleaning schedules being completed?

  Yes

  No

  N/A

Partner knowledge (cleanliness)

• Does the PIC have good knowledge of cleaning procedures (two examples)

  Yes

  No

  N/A