Consistency Operations Plan

• Restaurant Number

• Restaurant Manager

• PIC

• Reason for Visit

  Select Certification Follow Up

  • Certification
  • Follow Up

• Conducted on

  Date

• Prepared by

• Section 1 Mystery Shop<br>

  yes

  no

• Section 2 Game plan

  yes

  no

• Section 3 TUCH Down

  yes

  no

• Section 4. WSP

  yes

  no

• Drive thru shop / Section 1

  yes

  no

• Raffle audit. / Sections 3,4

  yes

  no

• Tl cert. / All Sections

  yes

  no

• DM GPA / All Sections

  yes

  no

Mystery Shop 100 pts (REF 1)

Accurate 35 pts

• Point of Purchase (POP) materials and menu boards are clean, easy to read, and with no missing panels or numerals. The Order Confirmation Screen (OCS) and speaker are working properly

  Yes

  No

  N/A

• Are the menu boards clean, including if all the numerals are on the board?<br>

  Yes

  No

  N/A

• Are you able to easily read the menu board?<br>

  Yes

  No

  N/A

• Is your order displayed on the Order Confirmation Screen (OCS)?

  Yes

  No

  N/A

• Is the OCS speaker working at a level where you can clearly understand the order taker?

  Yes

  No

  N/A

• (If the Order Confirmation Screen (OCS) is working properly) Did the person taking your order ask if the order is correct on the screen in some format to confirm the order (5 pts)?<br>

  Yes

  No

  N/A

• If the Order Confirmation Screen (OCS) is not working properly) Did the person taking your order repeat the order to confirm its accuracy? (5 pts)

  Yes

  No

  N/A

• Did the person who handed you your food through the window verbally repeat all items that they gave you? (5 pts)

  Yes

  No

  N/A

• Did the person who handed you your food verbally repeat and confirm your special-order request? (i.e. “Here is your Jumbo Jack with no onions!”) (5 pts)

  Yes

  No

  N/A

• Is the food you ordered made correctly, including any custom modifications?<br>

  Yes

  No

  N/A

• Did you receive the drink you ordered, and straw (if applicable)?<br>

  Yes

  No

  N/A

• Did you receive napkins?<br>

  Yes

  No

  N/A

• Did you receive the condiments you asked for in the quantity requested?<br>

  Yes

  No

  N/A

• Did you receive a receipt?<br>

  Yes

  No

  N/A

Consistent & Quick 25 pts

• Were you greeted within 5 seconds of arriving in front of the speaker menu board? (10 pts)

  Yes

  No

  N/A

• Were you handed your food within 5 minutes from the time you pulled in front of the speaker menu board? (15 pts)

  Yes

  No

  N/A

Warm & Friendly 20 pts

• Were you greeted in a friendly manner upon arrival at the Drive-thru speaker menu board (ES+2 & 10/4)? (5 pts)<br>

  Yes

  No

  N/A

• Were you greeted in a friendly manner upon arrival at the pick-up window (ES+2 & 10/4)?<br>

  Yes

  No

  N/A

• Before leaving, did any Team Member give you some form of “thank you” for your business? This can be any form of gratitude such as: thank you, thanks, have a great day, come again, see you soon, etc. (ES2+) (10 pts)

  Yes

  No

  N/A

Great Tasting Food 10 pts

• Is the burger served at the right temperature? (2 pts)

  Yes

  No

  N/A

• Is the burger served juicy?<br>

  Yes

  No

  N/A

• Is the produce fresh, with crisp lettuce and firm tomatoes?<br>

  Yes

  No

  N/A

• Is the bread toasted properly, warm to the touch, and with light caramelization?<br>

  Yes

  No

  N/A

• Are the fries served at the right temperature? (2 pts)<br>

  Yes

  No

  N/A

• Are the fries cooked to a crispy, golden brown?<br>

  Yes

  No

  N/A

• Can you taste salt on the fries? (2 pts)

  Yes

  No

  N/A

Clean 10 pts

• Is the landscaping free of trash and well kept? (2 pts)<br>

  Yes

  No

  N/A

• Is the drive-thru lane reasonably free of trash and debris with no excess oil & gum? (3 pts)<br>

  Yes

  No

  N/A

• While driving from the menu board to the window, were all ledges and walls reasonably clean and in good repair?<br>

  Yes

  No

  N/A

• Is the Drive-thru window clean and in good repair? (2 pts)<br>

  Yes

  No

  N/A

• Are all window stickers straight and in good condition?<br>

  Yes

  No

  N/A

• Is the area inside the restaurant visible from the car neat and clean?<br>

  Yes

  No

  N/A

Prep

• Uniform within standard? (REF 2)

  Yes

  No

  N/A

• Prep list is modified and completed?

  Yes

  No

  N/A

• Quality of lettuce and tomatoes within standard? (REF 3)

  Yes

  No

  N/A

• Accurate weights of at least 4 set ups within .25 of an oz (REF 4)

  Yes

  No

  N/A

• Correct salad weight and build?

  Yes

  No

  N/A

Mainenance

• Uniform within standard?

  Yes

  No

  N/A

• Is Maintenance Planner is being used? (REF 5)

  Yes

  No

  N/A

• Are Maint. tasks completed within standard

  Yes

  No

  N/A

Quarter Initiative

• Side walk clean (REF 6)

  Yes

  No

  N/A

• Window Wednesday ( looks like windows were done Wednesday) (REF 7)

  Yes

  No

  N/A

• Thresholds clean

  Yes

  No

  N/A

• Foyer floor and cove base clean

  Yes

  No

  N/A

• Rugs clean and no tears

  Yes

  No

  N/A

• Drive Thru window and ledges clean

  Yes

  No

  N/A

• Window frames clean

  Yes

  No

  N/A

• Wet floor signs clean and in good condition

  Yes

  No

  N/A

Grill

• Uniform within standard?

  Yes

  No

  N/A

• Is station planner being used? (REF 8)

  Yes

  No

  N/A

• Is area stocked and cleaned?

  Yes

  No

  N/A

• Are Assembly timers on?

  Yes

  No

  N/A

• Is assembly quality within standards? Refer to job aid (REF 9)

  Yes

  No

  N/A

• Bread quality within standards (REF 10)

  Yes

  No

  N/A

• Are toaster settings correct?

  Yes

  No

  N/A

Fryer

• Uniform within standard?

  Yes

  No

  N/A

• Is station planner being used? (REF 11)

  Yes

  No

  N/A

• Is area stocked and cleaned?

  Yes

  No

  N/A

• Is oil quality within standards? Refer to job aid (REF 12)

  Yes

  No

  N/A

• Is oil calendar current and filled out? (REF 13)

  Yes

  No

  N/A

• Are timers on for lettuce, cheese and skim?

  Yes

  No

  N/A

• Check PHU/UHC (REF 14)

  Yes

  No

  N/A

Guest service

• Are uniforms within standard?

  Yes

  No

  N/A

• Guest service planner being used? (REF 15)

  Yes

  No

  N/A

• DT station planner being used? (REF 16)

  Yes

  No

  N/A

• Are guest service employees following the hospitality model/guest standards?

  Yes

  No

  N/A

Holding/Cooking Timers (REF 17)

• Are holding and cooking times set correctly?<br>-Fryers<br>-Grill<br>-UHC<br>-PHC<br>-TPH<br>-MICROWAVES<br>-BATCH TOASTER<br>-TACO WARMER<br>

  Yes

  No

  N/A

MISC

• Management uniforms within standard?

  Yes

  No

  N/A

• Is store planner filled out ? last 5 days. Previous 2 periods Daily GP and DM notes/GPA (REF 18)

  Yes

  No

  N/A

• Spot check 1-2 days for each day part for proper scheduling and not making SOS for a total of 5 day parts

  Yes

  No

  N/A

• Check last day of tablet usage

  Yes

  No

  N/A

• Is communication board up and current? (REF 19)

  Yes

  No

  N/A

• 5pt - An overlap of at least of 30 mins is scheduled and coded for store visit? (REF 20)

  yes

  no

  N/A

Travel Path

• 3pt - MIC can describe the Food Safety Travel Path<br>- Describe the two criticals at the door.<br>- Looks at food safety timer.<br>- Procedes to wash hands<br>-Places santizer strips in hand<br>-Checks serve safe for name and expiration<br>-Puts FSC under arm<br>- Checks Iced tea is cut, zip tied, and dated.<br>- Checks sanitizer buckets 150ppm -400ppm<br>- Checks for back up tools. ( Mom, Dad, 3 kids, big yellow house)<br>- In prep area along side reviewing FSC/ then store visit/ then completes food safety checklist.<br>

  yes

  no

  N/A

Travel Path Compliance

• **Serve Safe** <br>-Posted by front counter<br>- MIC can point at it

  yes

  no

  N/A

• **Tea liners**<br>- Tied <br>- Dated <br>- White tube trimmed

  yes

  no

  N/A

• **FSC** <br>- 5 Prior days free of errors, complete and properly filled out<br>- Is there signatures showing that it has been checked by the managers?

  yes

  no

  N/A

• **Sanitizer buckets**<br>- Labeled <br>- MIC shows the ability of how to read the strength of all sanitizer buckets, including shake sanitizer<br>- MIC ensures they are all 150-400

  yes

  no

  N/A

• **Tools** (REF 21)<br>- There a set of back up tools available in store (per job aid). <br>- Timer good and set for 4 hours.<br>- Tools changed within 15 minutes after timer goes off. (Tongs and tong pans, meat and egg spatulas, ladle and pan for liquid eggs, sear tool and sear tool pan, egg rings, cool covers, knives and cutting boards, mix in spindle, PHC and UHC drawers, rice scoop and rice scoop pans).

  yes

  no

  N/A

• **Tools - (B) ** <br>- MIC ensures timer is running. They also understand timer must be immediately reset (turn off and immediately after, turn on). Manager ensures Tool timer is running on Manager Station TImer. Only the MIC can reset timer. MIC is able to assemble and disassemble tools per job aid.

  yes

  no

  N/A

Upon Arrival

• 3pt - What do you do when Food Safety Auditor arrives?<br>- Acknowledge and ask for a min to organize floor.<br>- Give auditor FSC to review.<br>- Look at food safety timer and make a plan for any food safety timer less than 2 hours.<br>- Announce the audit is taking place and remind them of danger zone 1 and 2.<br>- Call for help.<br> (REF 22)

  yes

  no

  N/A

• 3pt - MIC demonstrates knowledge of food safety timer and how it is used. (Including the warning timers)

  yes

  no

  N/A

• 3pt - MIC understands no action required for times longer than 2 hours.

  yes

  no

  N/A

• MIC is knowledgeable on creating plans and prioritizing food safety times less than 2 hours.

  yes

  no

  N/A

Crossing the BLUE door

• 3pt - What do you do when auditor crosses the blue door? (threshold entrance)<br>-follow the auditor, (be where he be, see what he see).

  yes

  no

  N/A

• 3pt - What should you be looking for?<br>- any food safety violations (reference Game Plan/Station Planners)

  yes

  no

  N/A

• 3pt - what do you do if you see a Food Safety violation?<br>- correct it before the auditor brings it to your attention. (ya see it, ya fix it)

  yes

  no

  N/A

• 3pt - What do you do if the auditor brings a food safety issue to your attention?<br>- immediately take corrective action to avoid double points lost. (ya miss it, ya fix it)

  yes

  no

  N/A

Hand Wash

• Hand wash timer is set/on? How many minutes left?

  yes

  no

  N/A

• Does MIC Know when next hourly hand wash is to occur?

  yes

  no

  N/A

• How does MIC verify all employees properly wash their hands with soap at designated hand sink?

  yes

  no

  N/A

• Does MIC know only one person goes out to check the lobby and restrooms; and watch for anyone coming in through the kitchen door and ensures proper hand wash is conducted?

  yes

  no

  N/A

Hand Wash Bonus - Story of Sam- Coughing, sneezing, drinking, touching body, picking up trash, and after cleaning.

• 3pt - All employees can tell the story of Sam (REF 23)

  yes

  no

  N/A

• MIC can give three examples of when to wash hands? - after picking something from the floor, after cleaning tasks, after touching any body part and/or uniform, after touching trash can or anything that could cause cross contamination, etc.

  yes

  no

  N/A

Danger Zones DZ1 A. Crossing Blue Door "Mc Hammer Can't Touch This" B. Hourly Handwash " Everybody at the sink, with soap, beat the buzzer) DZ2 A. No handling raw meat with hands B. Final Flip and check "All Patties" (REF 24)

• 3pt - Does every employee know both "Danger Zones 1& 2 (A & B from both zones)"?

  yes

  no

  N/A

• Does MIC know both "Danger Zones, 1 & 2 - (A & B from both zones)" AND UNDERSTANDS their role is to ensure both zones are protected?

  yes

  no

  N/A

• Are "Danger Zones 1 & 2" Job Aids posted? (Zone 1 Job Aid by kitchen door and Zone 2 Job Aid by Grill)<br>

  yes

  no

  N/A

Temperatures

• **Temps**<br>- MIC able to perform patty temp check 155F or higher by taking 5 temps of a patty 12, 3, 6, 9 and center. Is knowledgeable on corrective action<br>(REF 25)<br><br><br>

  yes

  no

  N/A

• -MIC displays the ability to correctly take the temp of the shake machine (<=41) by taking three times (FMB) and writing the highest on the FSC and knowledgeable on corrective action<br>(REF 26)

  yes

  no

  N/A

• -MIC displays the ability to correctly take the temp of the fryers (>=350) and knowledgeable on corrective action (REF 27)

  yes

  no

  N/A

• -MIC displays the ability to correctly take the temp of the refrigerators (<=41.0) and knowledgeable on corrective action (REF 28)

  yes

  no

  N/A

• **Any Miscellaneous - FS**<br>- describe any miscellaneous-FS seen. ex, nail polish, stone earrings/jewelry, drinks in food prep areas, etc.<br> (REF 29)

  yes

  no

  N/A

Any Food Safety Issues Seen.

• 1st minor observed

  minor

• 2nd minor observed

  minor

• 3rd minor observed

  minor

• 4rth minor observed

  minor

• 5th minor observed

  minor

• 6th minor observed

  minor

• 1st major observed

  major

• 2n major observed

  major

• 3rd major observed

  major

• Any crititals observed

  critical

Quarterly Initiative

• Time as a Public Health Control (TPH) procedures are correctly. TPH foods include: non-refrigerated shredded lettuce, iceberg lettuce leafs, sliced tomato, and processed cheeses at the assembly and taco stations. 4 hour hold time in use.

  Yes

  Major

• Weekly dial thermometer calibration chart is filled out on last page of the Food Safety Checklist

  yes

  minor

Floor Leadership (REF 30)

• Grill - What percentage of grill assembly is cooking on grill? 25%

  yes

  no

  N/A

• Grill/Assembly - What percent is assembly? 75%

  yes

  no

  N/A

• Grill - What is the A, B, C, and D of assembly? do your job, help others, clean and stock, dont you dare

  yes

  no

  N/A

• Fryer/Taco - What percent is drop fryer products ? 25%

  yes

  no

  N/A

• Fryer/Taco - What percent is the taco assembly? 75%

  yes

  no

  N/A

• Fryer/Taco - What is A, B, C, and D of Taco Assembly?

  yes

  no

  N/A

• Drive Thru - What percent is DO YOUR JOB ? 75%

  yes

  no

  N/A

• Drive Thru - What percent is B,C, and D ? 25%

  yes

  no

  N/A

• Drive Thru - What is your B responsibility? Help front counter, drop fries, and portion products

  yes

  no

  N/A

• Front Counter - What percent is DO YOUR JOB? 25%

  yes

  no

  N/A

• Front Counter - What percent is B,C,and D? 75%

  yes

  no

  N/A

• Front Counter - What is your C responsibility? Clean the lobby and restrooms. Follow station planner.

  yes

  no

  N/A

• MIC- What percent is coaching/direct procedures, food safety, monitors to ensure 30s drop times? 50%

  yes

  no

  N/A

• MIC - What percent is HELP OTHERS? 50%

  yes

  no

  N/A

• Why is it important to portion finger foods? So the MIC doesnt have to wash their hands if they have to drop finger foods when helping fryers.

  yes

  no

  N/A

• 3 points - MIC is coaching, directing, and communicating to ensure 30s drop times.

  yes

  no

  N/A

• 3 points - MIC is in proper position including when helping others.

  yes

  no

  N/A

• 5 points - Speed of Service is posted with actionable notes?

  yes

  no

  N/A

• Add signature

  Sign