Drive-Thru Health Checklist

Title Page

Restaurant Name:
Restaurant Nation Store Number
Prepared by:
Reviewed with:
Conducted on:

Introduction

• Observe Drive-thru from outside AND from inside
• Coach to success
• Execute a fast, accurate and friendly Drive-thru
Step 1 - Complete monthly (Supervisor, GM and/or GSM
Step 2 - Answer questions either Yes (Y) or No (N)
Step 3 - Decide should you Fix it Now (FN) or add to Action Plan (AP)
Step 4 - Determine if the root cause for any 'No' responses is Knowledge (K), Resources (R) or Motivation (M)
Step 5 - Choose 1-2 items identified as 'No' to make an Action Plan to improve
Step 6 - Follow up on the plan. Set dates to follow up.

People

Are the drive-thru supporting areas staffed and positioned effectively & positioned effectively and is the Dynamic Shift Positioning Tool (DSPT) being utilized correctly?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Are all Drive-thru crew/managers friendly with customers and greeting & thanking appropriately?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Are Targets (e.g. Car + over Last Year/OEPE) set and communicated?
Target Criteria (e.g. Cars +, OEPE):
Actual Target (e.g. +15 cars, 125 seconds):
Fix Now or Add to Action Plan?
Now, what is the Target Criteria (e.g. Cars +, OEPE):
Now, what is the Actual Target (e.g. +15 cars, 125 seconds):
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Is the Drive-thru Leader identified, in place and providing coaching?
Fix Now or Add to Action Plan?
Now, who is the Drive-thru Leader?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Who is the DT Leader
Was an effective Drive-Thru Pre-shift checklist completed and followed up on?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Are support areas (Fry/hash brown, McCafé) staffed when required with a dedicated person?
Outstanding! Are they trained and able to perform their duties?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Did the manager identify and correct the issue so they will have a dedicated support person?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Then, are these areas assigned as secondary duties?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Any miscellaneous People information:

Equipment

Are all cells laid out according to Be Well Served?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Is a coin changer functional and in use in the cash booth?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Are headsets, batteries and speaker working and clear?<br>Listen to orders
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Are Drive-thru menu boards clean and in good repair?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Is Drive-thru stripping clear and visible including lane indicators?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Is the scanner & card reader working properly?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Is all of the equipment working today?<br>Ask DT crew to verify.
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Are 30-min UHC charts updated and being used correctly?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Any miscellaneous equipment information:

Procedures & Product

Is the Guest Experience Lead (GEL) supporting effective use of pull forward?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Are correct procedures followed for any service-made products (oatmeal, sundaes, etc)?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Is back to basic/smart order taking being used?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Is the cashier trained in all forms of payment (Arch cards pay/load/reload, mobile offers, mobile pay, Apple Pay, etc.)?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Are runners assembling orders correctly?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Are Drive-thru reacting and communicating quickly for longer-to-prep items (e.g. McCafé)?
Fix Now or Add to Action Plan?
What is the root cause for this opportunity? Knowledge, Resources or Motivation?
Any miscellaneous procedure/product information: