Title Page
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Restaurant Name:
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Restaurant Nation Store Number
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Prepared by:
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Reviewed with:
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Conducted on:
Introduction
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• 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
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Step 2 - Answer questions either Yes (Y) or No (N)
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Step 3 - Decide should you Fix it Now (FN) or add to Action Plan (AP)
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Step 4 - Determine if the root cause for any 'No' responses is Knowledge (K), Resources (R) or Motivation (M)
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Step 5 - Choose 1-2 items identified as 'No' to make an Action Plan to improve
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Step 6 - Follow up on the plan. Set dates to follow up.
People
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Are the drive-thru supporting areas staffed and positioned effectively & positioned effectively and is the Dynamic Shift Positioning Tool (DSPT) being utilized correctly?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Are all Drive-thru crew/managers friendly with customers and greeting & thanking appropriately?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Are Targets (e.g. Car + over Last Year/OEPE) set and communicated?
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Target Criteria (e.g. Cars +, OEPE):
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Actual Target (e.g. +15 cars, 125 seconds):
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Fix Now or Add to Action Plan?
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Now, what is the Target Criteria (e.g. Cars +, OEPE):
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Now, what is the Actual Target (e.g. +15 cars, 125 seconds):
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Is the Drive-thru Leader identified, in place and providing coaching?
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Fix Now or Add to Action Plan?
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Now, who is the Drive-thru Leader?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Who is the DT Leader
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Was an effective Drive-Thru Pre-shift checklist completed and followed up on?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Are support areas (Fry/hash brown, McCafé) staffed when required with a dedicated person?
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Outstanding! Are they trained and able to perform their duties?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Did the manager identify and correct the issue so they will have a dedicated support person?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Then, are these areas assigned as secondary duties?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Any miscellaneous People information:
Equipment
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Are all cells laid out according to Be Well Served?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Is a coin changer functional and in use in the cash booth?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Are headsets, batteries and speaker working and clear?<br>Listen to orders
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Are Drive-thru menu boards clean and in good repair?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Is Drive-thru stripping clear and visible including lane indicators?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Is the scanner & card reader working properly?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Is all of the equipment working today?<br>Ask DT crew to verify.
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Are 30-min UHC charts updated and being used correctly?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Any miscellaneous equipment information:
Procedures & Product
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Is the Guest Experience Lead (GEL) supporting effective use of pull forward?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Are correct procedures followed for any service-made products (oatmeal, sundaes, etc)?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Is back to basic/smart order taking being used?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Is the cashier trained in all forms of payment (Arch cards pay/load/reload, mobile offers, mobile pay, Apple Pay, etc.)?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Are runners assembling orders correctly?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Are Drive-thru reacting and communicating quickly for longer-to-prep items (e.g. McCafé)?
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Fix Now or Add to Action Plan?
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What is the root cause for this opportunity? Knowledge, Resources or Motivation?
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Any miscellaneous procedure/product information:
Action Plans
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Write Action Plans now?
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Prescriptions to your Success - Choose 1 or 2 Action plans on above outcomes.
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How many action plans will be made?
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Who will own and write the action plan:
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Action Plan start date:
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Action Plan completion date:
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Action Plan:
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Who will follow-up on action plan:
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When will action plan be followed-up on?
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Action Plan #1
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Who will own and write the action plan:
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Action Plan start date:
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Action Plan completion date:
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Action Plan:
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Who will follow-up on action plan:
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When will action plan be followed-up on?
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Action Plan #2
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Who will own and write the action plan:
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Action Plan start date:
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Action Plan completion date:
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Action Plan:
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Who will follow-up on action plan:
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When will action plan be followed-up on?
