CQ OER 2019

Information

Select Store:
- Allenstown
- Glenmore
- Yeppoon
- Bridge Street
- Gladstone
- Kirkwood
Location:
Conducted On:
Store Manager:
Manager In Charge:
Evaluator Name:
Hot Bag Count:
Store Photo:
Sign Here:

OER

Star Ratings:

5* 90% + - You are among the OER Elite
4* 80% - 89.9% - You are exceeding the requirements of our business
3* 70% - 79.9% - You are meeting the minimum requirements of our business

Below these, you are failing to meet the standards required and immediate improvement is needed.

2* 60% - 69.9%
1* 50% - 59.9%
0* <50%

0, 1 and 2 stars are OER fails.

Product. Total 36 Points

Great/Remake Pizza's Section. 20 Points. Pizza may only carry ONE fault on ONE SLICE. If pizza's need to be remade for auditor the maker must load it < 2 Minutes or it becomes a remake.

Pizza 1 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Pizza 2 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Pizza 3 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Pizza 4 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Pizza 5 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Product Section. 16 Points

Dough Properly Managed - 5 points o Dough must be within shelf life. o Next use dough within proper window of use. o Dough must not be blown. o All sizes and types of dough available. o Correct dough making procedure being followed.
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Products within Shelf Life - 3 points o All products within shelf life. o All products dated as per the most current Dominos use-by date coding chart. o All opened products and products removed from, or with their original packaging opened, must be dated individually. o Any prepped product left out at room temperature requires expiration (must include accumulative time measurement).
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Bread Products Properly Prepared - 2 points o Cheesy Garlic Bread must be prepared correctly. o Cheesy breads must be covered when stored at room temperature. o All bread products must be defrosted before cooking. o Bread products must be packaged in correct bag or side order box. o Garlic bread should be used at room temperature.
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Approved Product and Procedure - 2 points o Only approved products in use. o All products must be made according to Dominos specifications. o Store must have all required products. o Frozen product must be thawed under refrigeration. o Only approved pans, screens and chip trays can be used. o Scales must be in use on the makeline. o Store must have approved packaging. o No glass is permitted in stores.
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Adequate PRP to handle expected sales volume - 2 points o Makeline cabinet stocked with sufficient food to handle the days expected sales. o Cold room should have sufficient food prepared to handle the days expected sales. o Makeline cannot be broken down until iclose. o Store must not be out of any products on the menu. o All products in use must be thawed correctly. o Sauces used at the makeline must be a minimum of 10C (non-refrigerated only) o Must have 1 management team member and 1 driver on all times. o Beverage cooler must be stocked with enough drinks for estimated sales. o Small wares/utensils available for use.
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All Sides Properly Prepared - 1 point o Each order of chicken product consists of correct portions. o Chicken products must be completely thawed. o Must be prepped into a sanitary container and have the lid on at all times. o Chicken product must be cooked on a foil sheet on a screen. o Temperature of chicken products must exceed 75C. o All orders must contain and approved sauce or dressing. o Only approved packaging can be used.
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Gluten Free Properly Prepared - 1 Point o Gluten free bases available, within shelf life, have an accumulative use-by time and date when at room temperature. o Must be stored in a sealed container. o Must be made on clean thing trays only. o Team members must understand the importance of making Gluten Free base pizzas to specification.
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Service. Total 32 Points

Estimated Delivery Times - 15 points
- 84.50% - 100%
- 83.50% - 84.49%
- 82.50% - 83.49%
- 81.50% - 82.49%
- 80.50% - 81.49%
- 79.50% - 80.49%
- 77.50% - 79.49%
- 75.50% - 77.49%
- 73.50% - 75.49%
- 71.50% - 73.49%
- 70% - 71.49%
- 0.00% - 69.49%
Load Times - 5 points o If the OER auditor witnesses the preclearing of orders from the make screen, zero points will be awarded.
Customer Feedback - 5 Points
WOW Greeting - 2 points o OER Coach/customer greeted within 7 seconds. o OER Coach/customer greeted with "Welcome to Domino's". o Greeting must be sincere and eye contact made.
WOW Driver at the Door - 2 points o Driver role play: greeting provided with positive and friendly attitude, smile, eye contact, provide correct change and say "Thank you". *OER Coach may be on an actual delivery with a driver.*

WOW The concern - 3 points

Apologise
Give them what they want
Give them something extra

Brand Image Section - Total 22 Points

Team Members in Proper Uniform Attire - 3 points o All team members must adhere to uniform standards as set by DPA. Please refer to the current Uniform & Grooming standards guide for more information. o Must have clean, non faded hat. Black Shoes. Name tag on left side of outermost garment. o If two or more instances of breach are observed, points will be deducted. o Aprons must be clean and in good repair.
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Grooming Standards Maintained - 3 points o All team members must adhere to grooming standards as directed in the current Uniform & Grooming standards guide.
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Store Interior Clean and in Good Repair - 3 points o All equipment must be clean, in good repair and fully operational. o Equipment includes thick shake machinery, make rings, utensils and lids for pans. o Toilet floor, sink and toilet itself must be cleaned and sanitised daily. o Floors, base boards, walls, vents and ceilings must be clean and in good repair. o All light fixtures and covers must be clean, in good repair and all bulbs must be fully operational. o All racks, containers, trays, storage bins and shelves must be clean and in good repair. o Rubbish bins and lids kept clean and in good condition. o A covered and lined bin must be in all rest rooms. o Computer terminals and keyboards must be cleaned and in good repair. o Heating, ventilation and air conditioning (HVAC) must be installed as to maintain a range of 15 - 32C. o Approved pest control stations are changed regularly.
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Customer Area and Customer View Clean and in Good Repair - 3 points o Customer area and customer view is clean (floors, walls, ceiling, light fixtures) and in good repair. o All light fixtures and covers must be working. o No general storage in customer area. o Interior windows and sills clean. o All areas in customer view clean and organised (oven, makeline, cold room, walls, ceiling, racks, floor, counter, vents, lights and tiles). o Holiday decorations are only permitted in the customer area and must be professionally displayed with safety in mind. o Blinds and curtains are not allowed. o Any radios etc must be out of customer view and not interfere with customer conversation.
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Outside Entry Area Clean - 2 points o Exterior of front of building must be clean and in good repair. o Sidewalks must be clean and in good repair. o Car park must be clean and in good repair. o Outside area must be clean and free of rubbish, weeds and debris. o No graffiti on external walls/windows. o All outside light fixtures must be working.
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Baking Equipment Clean and in Good Repair - 2 points o Oven and hood must be kept clean and in good condition o Oven finger arrangements must be set up correctly. o Time and temperature of oven must be set according to DPE guidelines. o Store must have two approved working ovens. o Both ovens may be tested during the audit to ensure compliance. o Pizza screens / pans, cheesy bread tins and chip trays must be clean and in good repair. o Sufficient number of pans clean, carbon free and in good condition.
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Delivery Bags Clean, Functioning, In Good Repair - 2 points o Bags must be cleaned and sanitized on a regular basis and be in good repair. o Only approved bags in use. o All hot hold equipment must be clean and in good repair. o Sufficient approved hot cells must be available to handle required orders during the store's peak delivery hours. Bags must meet Domino's specification. o Every order must be delivered in separate bags. o Store must have 1.5 bags per driver for busiest hour of the week. o Bags must display approved logo.
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Signage and Menu board current - 1 Point o Car toppers must be approved, clean, illuminated and in good repair. o Signage not broken or in poor condition. o Any window decal must be professionally displayed and not exceed 25% of window coverage. o No non Domino's related material. o Approved menus available and stocked in correct holders o Current national promotional materials must be displayed o Store hours decal must be displayed, accurate and in good repair.
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Cold room clean and in good repair - 1 Point o Cold room clean and working properly. o Floor must be swept and mopped daily. o Floors, walls, ceiling, racks, fan covers, condensers, gaskets and door must be clean and in good repair. o Strip curtains clean and in good repair. o Light must be operational and covered. o There must be no standing water or water leaks that would cause Team Member safety issues or product contamination issues. o There must be NO GLASS in the cold room. o Staff food MUST be stored in a separate area and in closed containers to prevent cross contamination.
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Makeline Clean and in Good Repair - 1 Point o Makeline clean and in good repair. o Makeline cabinet, door seals, curtains/lids interior and exterior must be clean and in good repair. o Makeline must have refrigerated cabinets and top rail. o All parts must be installed properly and in working condition.
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Delivery Vehicles Represent a Positive Brand Image - 1 point o No third party advertising or offensive or controversial bumper stickers. o Delivery vehicles should not show excessive exterior damage wear or tear. o Interior of vehicles should be clean and free of debris. o All vehicles displaying logos or graphics must properly represent the brand in all aspects of image and not be dirty, torn or damaged. o Scooters and bikes in good working condition.
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Safety and Security Section - Total 5 Points

Drivers Making Drops and Carrying less than $35 - 1 Point o Drivers carrying less than $35. This includes store money and personal money. o Drivers making regular drops after runs.
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Caller Identification (Caller ID) and Security Callbacks Made - 1 point o Security callback procedure is known and followed by all delivery team members.
Safe Utilized, Secured and Working - 1 Point o Time delay equipped and utilized. o Manager-in-charge must have acess to all parts of the safe. If not, proper signage needed.
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No More Than $150 ($300 between 5pm - 8pm) in Front Till - 1 Point o Drawer must be kept locked at all times and the key accessible. o Must contain no more than 50/50 split of coins and notes as defined in total at times specified.
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Safety Belts / Equipment in Use and Driving Safely - 1 Point o High visibility vests and long pants must be worn for E bike riders and Scooter riders.
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Sanitation Section - Total 5 Points

Refrigeration and Product Temperatures Maintained - 3 Points o Cold room, Makline well and cabinet, Beverage cooler and any additional refrigeration unit's temperature are within specification (1-5C) o Product held at 7C for more than 2 hours will be discarded.
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Proper Hand Washing - 1 Point o All sinks fully stocked with hot water, soap and alcohol rub. o All team members washing hands at appropriate times.
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Sanitation Procedures Followed - 1 point o All surfaces and utensils that come into contact with a finished product must be cleaned and sanitized every 2 hours. o Proper wash, rinse and sanitising procedures are followed. o Sanitising agent test strips are available. o All products must be stored 15cm from the floor on racks or 10cm from the floor on trollies. o All prepped products stored in enclosed containers. o All products stored in sanitised containers. o Thermometre is required. o All squeeze bottles, containers and bains are properly washed and sanitised before refill to avoid cross contamination.
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Extreme Violations - LOSE 10 POINTS

Dough Management o Store does not have enough classic, pan or thin dough to trade the night of the audit. o Blown dough - a store must have enough acceptable dough to trade the night of the audit. o Expired dough 5+ days o Extreme under proofed dough - not yet in its window of use or day one without following proofing guidelines.
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Multiple Expired Products (Non-Dough) o Include 5 or more sizes/types of ingredients. Certain products will be treated as groups of one, example; beverages, prepped sauces/squeeze bottles
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Makeline / Walk-in Cool room Temperatures over 10C
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Extremely Dirty Store / Store in Extreme Disrepair o Pans dirty to touch. This applies when more than 25% of prepped dough has carbon on it. o Lids dirty. This applies when more than 25% of lids in use have old food or sauce on them. o 50% of hot bags filthy beyond neglect/broken, unusable or faded. o No running water in store. o Evidence of rodents and or insects found in store. o A score of 50% or less on the FSH Cleaning checklist.
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Extreme Uniform / Grooming Issues o Three or more uniform violations on one team member and/or 3 or more team members with uniform violations. o Core uniform violations: hat, shirt, jacket, shoes or pants dirty/disrepair beyond neglect or not worn. o Core grooming: facial hair beyond 1", offensive tattoos.
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Other Extremes o Store not open per required hours. o Illegal drugs, alcohol or weapons found in the store. o Store not meeting the minimum standard for FCE of less than 10% in relation to GPS tracking (10% or more untracked deliveries) o Dominos Pizza reserves the right to call an Extreme Violation that is not included in one of the above 5 categories.
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Additional Comments/Action Plan

Temperature

Cool Room temperature within specification (0°C - 5°C)
Makeline temperature within specification (0°C - 5°C)
Makeline cabinet temperature within specification (0°C - 5°C)
Beverage cooler temperature within specification (0°C - 5°C)
Freezer temperature within specification (–16°C or below)
Prep/Sides fridges temperature within specification (0°C - 5°C) this includes beverage fridges that have food in them e.g. coleslaw in coke fridges

Service Manipulations

Load Time 0 - 1 (>20%) - deduct 5 points
OTD <5 Minutes (>5%) - deduct 20 points
Wait Times < 0 minutes: more than 20% - deduct 20 points
Order Take Time >6 Minutes (>10%) - deduct 20 points
Reassignments (>5%) - deduct 20 points
Runtime 0 - 5 (>10%) - deduct 20 points
Runtime 0 - 10 (>20%) - deduct 20 points

CQ OER 2019

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Product. Total 36 Points

Great/Remake Pizza's Section. 20 Points. Pizza may only carry ONE fault on ONE SLICE. If pizza's need to be remade for auditor the maker must load it < 2 Minutes or it becomes a remake.

Product Section. 16 Points

Service. Total 32 Points

WOW The concern - 3 points

Brand Image Section - Total 22 Points

Safety and Security Section - Total 5 Points

Sanitation Section - Total 5 Points

Extreme Violations - LOSE 10 POINTS

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CQ OER 2019

Free CQ OER 2019 Checklist

Go digital today!

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Product. Total 36 Points

Great/Remake Pizza's Section. 20 Points. Pizza may only carry ONE fault on ONE SLICE. If pizza's need to be remade for auditor the maker must load it < 2 Minutes or it becomes a remake.

Product Section. 16 Points

Service. Total 32 Points

WOW The concern - 3 points

Brand Image Section - Total 22 Points

Safety and Security Section - Total 5 Points

Sanitation Section - Total 5 Points

Extreme Violations - LOSE 10 POINTS

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