JIB - Quick Self Assessment - Speed Academy

• Site

• Date and Time

  Date

• Prepared by

• Location
  Address

• 

• Drive-Thru Experience
  
  Instructions: Stand by the menu board and listen to the interaction of the TM and guests, and capture your findings using the questions below. Be ready to measure/track the time at order board, and the time food is received.

DT - FOOD ORDERED (Car #1)

• 1. Was the guest greeted at the Order Menu Board Speaker within 5 seconds? If asked to hold, no more than 15 seconds?

  Yes

  No

• 2. Was the guest greeted in a friendly manner upon arrival at the Order Menu Board Speaker?

  Yes

  No

• 3. Order is confirmed on the Order Confirmation Screen (OCS)?

  Yes

  No

• The OCS is NOT working properly

• Order not confirmed on the OCS or repeated back for confirmation

• 4. Menu board speaker is working properly?

  Yes

  No

• 5.Capture how many cars are waiting to reach the menuboard.

DT - FOOD ORDERED (Car #2)

• 1. Was the guest greeted at the Order Menu Board Speaker within 5 seconds? If asked to hold, no more than 15 seconds?

  Yes

  No

• 2. Was the guest greeted in a friendly manner upon arrival at the Order Menu Board Speaker?

  Yes

  No

• 3. Order is confirmed on the Order Confirmation Screen (OCS)?

  Yes

  No

• The OCS is NOT working properly

• Order not confirmed on the OCS or repeated back for confirmation

• 4. Menu board speaker is working properly?

  Yes

  No

• 5.Capture how many cars are waiting to reach the menuboard.

DT - FOOD ORDERED (Car #3)

• 1. Was the guest greeted at the Order Menu Board Speaker within 5 seconds? If asked to hold, no more than 15 seconds?

  Yes

  No

• 2. Was the guest greeted in a friendly manner upon arrival at the Order Menu Board Speaker?

  Yes

  No

• 3. Order is confirmed on the Order Confirmation Screen (OCS)?

  Yes

  No

• The OCS is NOT working properly

• Order not confirmed on the OCS or repeated back for confirmation

• 4. Menu board speaker is working properly?

  Yes

  No

• 5.Capture how many cars are waiting to reach the menuboard.

DT - FOOD ORDERED (Car #4)

• 1. Was the guest greeted at the Order Menu Board Speaker within 5 seconds? If asked to hold, no more than 15 seconds?

  Yes

  No

• 2. Was the guest greeted in a friendly manner upon arrival at the Order Menu Board Speaker?

  Yes

  No

• 3. Order is confirmed on the Order Confirmation Screen (OCS)?

  Yes

  No

• The OCS is NOT working properly

• Order not confirmed on the OCS or repeated back for confirmation

• 4. Menu board speaker is working properly?

  Yes

  No

• 5.Capture how many cars are waiting to reach the menuboard.

DT - FOOD ORDRED (Car #5)

• 1. Was the guest greeted at the Order Menu Board Speaker within 5 seconds? If asked to hold, no more than 15 seconds?

  Yes

  No

• 2. Was the guest greeted in a friendly manner upon arrival at the Order Menu Board Speaker?

  Yes

  No

• 3. Order is confirmed on the Order Confirmation Screen (OCS)?

  Yes

  No

• The OCS is NOT working properly

• Order not confirmed on the OCS or repeated back for confirmation

• 4. Menu board speaker is working properly?

  Yes

  No

• 5.Capture how many cars are waiting to reach the menuboard.

WINDOW TIME START (Car #6)

• Go inside the restaurant & listen to 5 additional customer interactions at the drive-thru window and capture your findings

• 6. The guest is greeted at the drive-thru window within 5 seconds

  Yes

  No

• 7. Team Member greets guest warmly at drive-thru window, makes eye contact, smiles and provides a 2-part thank you/fairwell?

  Yes

  No

• NOT greeted in a friendly manner

• NO eye contact

• NO smile

• NO 2-part thank you/farewell (Example: “Thank you, enjoy your meal” or “thank have a nice day”)

• 8.Were the contents (sandwiches/main items) of each bag communicated to the guest as they were being handed out to you through the drive-thru window, including any special requests or modifications?

  Yes

  No

• Did not verbally review the main content of the bags

• Special requests were not repeated when the order was handed out

FOOD RECEIVED - Stop timer for OTD & Window Time (Car #6)

• 9. Order to Delivery (OTD) Total Time

• 10. Window Time

  Date

• 11. Did the guest receive order within 2021 OTD target time of 4:00 minutes or less?

  Yes

  No

• 12. Did you observe an incomplete order being handed out.

  Yes

  No

• 13. Did any guest approach about an incorrect order/item.

  Yes

  No

• 14. Were napkins and condiments included?

  Yes

  No

• 15. Did the guest receive a receipt?

  Yes

  No

• 16. Was there a sticker on the guest's special request?

  Yes

  No

• 17. Was the guest's order repeated as it was handed out?

  Yes

  No

• 18. Was the guest's special request repeated?

  Yes

  No

• 19. Was the correct tab pressed on the packaging?

  Yes

  No

• 20. Did the guest receive the correct condiments?

  Yes

  No

WINDOW TIME START (Car #7)

• From inside the restaurant , listen to customer interactions at the drive-thru window and capture your findings

• 6. The guest is greeted at the drive-thru window within 5 seconds

  Yes

  No

• 7. Team Member greets guest warmly at drive-thru window, makes eye contact, smiles and provides a 2-part thank you/fairwell?

  Yes

  No

• NOT greeted in a friendly manner

• NO eye contact

• NO smile

• NO 2-part thank you/farewell (Example: “Thank you, enjoy your meal” or “thank have a nice day”)

• 8.Were the contents (sandwiches/main items) of each bag communicated to the guest as they were being handed out to you through the drive-thru window, including any special requests or modifications?

  Yes

  No

• Did not verbally review the main content of the bags

• Special requests were not repeated when the order was handed out

FOOD RECEIVED - Stop timer for OTD & Window Time (Car #7)

• 9. Order to Delivery (OTD) Total Time

• 10. Window Time

  Date

• 11. Did the guest receive order within 2021 OTD target time of 4:00 minutes or less?

  Yes

  No

• 12. Did you observe an incomplete order being handed out.

  *No

  Yes

• 13. Did any guest approach about an incorrect order/item.

  *No

  Yes

• 14. Were napkins and condiments included?

  Yes

  No

• 15. Did the guest receive a receipt?

  Yes

  No

• 16. Was there a sticker on the guest's special request?

  Yes

  No

• 17. Was the guest's order repeated as it was handed out?

  Yes

  No

• 18. Was the guest's special request repeated?

  Yes

  No

• 19. Was the correct tab pressed on the packaging?

  Yes

  No

• 20. Did the guest receive the correct condiments?

  Yes

  No

WINDOW TIME START (Car #8)

• 6. The guest is greeted at the drive-thru window within 5 seconds

  Yes

  No

• 7. Team Member greets guest warmly at drive-thru window, makes eye contact, smiles and provides a 2-part thank you/fairwell?

  Yes

  No

• NOT greeted in a friendly manner

• NO eye contact

• NO smile

• NO 2-part thank you/farewell (Example: “Thank you, enjoy your meal” or “thank have a nice day”)

• 8.Were the contents (sandwiches/main items) of each bag communicated to the guest as they were being handed out to you through the drive-thru window, including any special requests or modifications?

  Yes

  No

• Did not verbally review the main content of the bags

• Special requests were not repeated when the order was handed out

FOOD RECEIVED - Stop timer for OTD & Window Time (Car #8)

• 9. Order to Delivery (OTD) Total Time

• 10. Window Time

  Date

• 11. Did the guest receive order within 2021 OTD target time of 4:00 minutes or less?

  Yes

  No

• 12. Did you observe an incomplete order being handed out.

  *No

  Yes

• 13. Did any guest approach about an incorrect order/item.

  *No

  Yes

• 14. Were napkins and condiments included?

  Yes

  No

• 15. Did the guest receive a receipt?

  Yes

  No

• 16. Was there a sticker on the guest's special request?

  Yes

  No

• 17. Was the guest's order repeated as it was handed out?

  Yes

  No

• 18. Was the guest's special request repeated?

  Yes

  No

• 19. Was the correct tab pressed on the packaging?

  Yes

  No

• 20. Did the guest receive the correct condiments?

  Yes

  No

WINDOW TIME START (Car #9)

• 6. The guest is greeted at the drive-thru window within 5 seconds

  Yes

  No

• 7. Team Member greets guest warmly at drive-thru window, makes eye contact, smiles and provides a 2-part thank you/fairwell?

  Yes

  No

• NOT greeted in a friendly manner

• NO eye contact

• NO smile

• NO 2-part thank you/farewell (Example: “Thank you, enjoy your meal” or “thank have a nice day”)

• 8.Were the contents (sandwiches/main items) of each bag communicated to the guest as they were being handed out to you through the drive-thru window, including any special requests or modifications?

  Yes

  No

• Did not verbally review the main content of the bags

• Special requests were not repeated when the order was handed out

FOOD RECEIVED - Stop timer for OTD & Window Time (Car #9)

• 9. Order to Delivery (OTD) Total Time

• 10. Window Time

  Date

• 11. Did the guest receive order within 2021 OTD target time of 4:00 minutes or less?

  Yes

  No

• 12. Did you observe an incomplete order being handed out.

  *No

  Yes

• 13. Did any guest approach about an incorrect order/item.

  *No

  Yes

• 14. Were napkins and condiments included?

  Yes

  No

• 15. Did the guest receive a receipt?

  Yes

  No

• 16. Was there a sticker on the guest's special request?

  Yes

  No

• 17. Was the guest's order repeated as it was handed out?

  Yes

  No

• 18. Was the guest's special request repeated?

  Yes

  No

• 19. Was the correct tab pressed on the packaging?

  Yes

  No

• 20. Did the guest receive the correct condiments?

  Yes

  No

WINDOW TIME START (Car #10)

• 6. The guest is greeted at the drive-thru window within 5 seconds

  Yes

  No

• 7. Team Member greets guest warmly at drive-thru window, makes eye contact, smiles and provides a 2-part thank you/fairwell?

  Yes

  No

• NOT greeted in a friendly manner

• NO eye contact

• NO smile

• NO 2-part thank you/farewell (Example: “Thank you, enjoy your meal” or “thank have a nice day”)

• 8.Were the contents (sandwiches/main items) of each bag communicated to the guest as they were being handed out to you through the drive-thru window, including any special requests or modifications?

  Yes

  No

• Did not verbally review the main content of the bags

• Special requests were not repeated when the order was handed out

FOOD RECEIVED - Stop timer for OTD & Window Time (Car #10)

• 9. Order to Delivery (OTD) Total Time

• 10. Window Time

  Date

• 11. Did the guest receive order within 2021 OTD target time of 4:00 minutes or less?

  Yes

  No

• 12. Did you observe an incomplete order being handed out.

  *No

  Yes

• 13. Did any guest approach about an incorrect order/item.

  *No

  Yes

• 14. Were napkins and condiments included?

  Yes

  No

• 15. Did the guest receive a receipt?

  Yes

  No

• 16. Was there a sticker on the guest's special request?

  Yes

  No

• 17. Was the guest's order repeated as it was handed out?

  Yes

  No

• 18. Was the guest's special request repeated?

  Yes

  No

• 19. Was the correct tab pressed on the packaging?

  Yes

  No

• 20. Did the guest receive the correct condiments?

  Yes

  No

• Now go to Back of House and observe the QUICK behaviors for several minutes.

• 21. All admin, breaks, and prep are complete before rush/peak period. All hands-on deck ready to serve!

  Yes

  No

• 22. PIC Workstation Daily Planner activities are current and complete.

  Yes

  No

• 23. Grill Workstation Daily Planner activities are current and complete (Stocking/Cleaning).

  Yes

  No

• 24. Fryer Workstation Daily Planner activities are current and complete (Stocking/Cleaning).

  Yes

  No

• 25. Front Counter Guest Service Workstation Daily Planner activities are current and complete (Stocking/Cleaning).

  Yes

  No

• 26. Drive-thru Guest Service Workstation Daily Planner activities are current and complete (Stocking/Cleaning).

  Yes

  No

• 27. Assembly Workstation Daily Planner activities are current and complete (Stocking/Cleaning).

  Yes

  No

• 28.All available headsets in use (a minimum of 4 with priority for portion 1, 2, 4 & PIC).

  Yes

  No

• 29. Is the timer displaying the correct order to delivery time by daypart?

  Yes

  No

• Restaurant has sufficient certified Team Members to achieve Quick, Quality, Accuracy, and Cleanliness Experience standards

• 40. Ask Person in Charge (PIC): Do you have the right number of certified and proficient Team Members on the floor?

  Yes

  No

• If answer is no, dig deeper:

• Why?

• What is your plan to get staffed?

• What tools are they using to validate this?

• 41. Is the restaurant is properly staffed?

  Yes

  No

• If answer is no, dig deeper. Is it due to:

• Forecasting?

  *No

  Yes

• Scheduling?

  *No

  Yes

• Executing the schedule?

  *No

  Yes

• 42. Are there too FEW people on the floor?

  *No

  Yes

• 43. Are there too MANY people on the floor?

  *No

  Yes

• 44. Are there any Team Members assigned to a position that are not certified and proficient?

  *No

  Yes

• 45. Does the PIC have a plan to get staffed?

  Yes

  No

• 46. ls the restaurant is using proper Workstation Positioning and deployment for the sales dollars during that hour?

  Yes

  No

• 47. Is Guest first approach in place?

  Yes

  No

• 48. Are TMs proficient and slide deploying between primary and secondary duties?

  Yes

  No

• 49. Is WSP chart complete, current and reflective of the team in position?

  Yes

  No

• 50. Is PIC knowledgeable of a balanced deployment, and what takes priority (guests)?

  Yes

  No

• 51. Is PIC in appropriate zone (#3, #5, #7) at least 75% of the time to maximize leadership imact?

  Yes

  No

• 52. Has PIC assigned deployment in consecutive order without skipping any numbers?

  Yes

  No

• The Team Leader is the heartbeat of the shift. They must actively lead the team, reinforce excellence in execution, break down bottlenecks and issues for the team and continuously train and coach team members to provide outstanding service and products to the guest.

• 53. Is PIC clearly communicating and directing to achieve Quick Target?

  Yes

  No

• 54. Can PIC explain the importance of being rush-ready and how it affects speed of service?

  Yes

  No

• 55. Do PIC and TMs know window time and daypart targets?

  Yes

  No

• 56. Is PIC Daily Planner complete?

  Yes

  No

• 57. Is PIC able to identify bottlenecks and coach to correct issues?

  Yes

  No

• 58. Is there a sense of urgency to produce guests' orders?

  *No

  Yes

• 59. Does PIC verify build-to and product quality every 30 minutes?

  Yes

  No

• 60.Does PIC know their "zeros" (items with 0 on build-to chart) and call "stop and drop product" within 30 seconds?

  Yes

  No

• Review all the observations and create a summary on the following topics:

• Was the ordering process fast and did it meet standard?

• Was the window process fast and did it meet standard?

• At the window, what was the most common bottleneck?

• Areas to focus on Rush Ready

• Areas to focus on Build-to

• Areas to focus on People

• Areas to focus on PIC leading

• Identify 1 or 2 items that will provide the biggest areas of improvement

• Identify tools / training / actions steps that need to be taken

• Identify timing that the actions will be taken

• Schedule a follow-up time for the DM/RM to re-assess

AFTER THE ASSESSMENT

• Conduct a briefing with PIC and share results, photos, and documents.

• General Comments

• Prepared by

  Sign