Title Page
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Observer
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Jack #
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Date & Time
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Person in Charge (PIC)
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Location
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10/15/20 TEST, 2 x $4 Burrito Itos
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Directions:
1. Order no more than TWO new items as part of a drive-thru visit, evaluate drive-thru and parking lot condition during DT shop
• Chili Cheeseburger Combo (wait for TM to upsell to a Double)
• Sauced & Loaded Curly Fries- Chili Cheese and Triple Cheese and Bacon
• 2 X $4 Burrito Itos (Chorizo or Bacon)
• Jack’s Pumpkin Spice Coffee (Hot or Iced)
2. Evaluate dining room, restrooms, and back of the house; for any standards not met, provide comments on Note. If the standard does not apply, tap N/A.
3. Record additional comments and (or) recognition you observe during the visit but not listed specifically on this form
Refer to your training materials as needed.
Drive-Thru Mystery Shop
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Start stopwatch when you first ARRIVE at the Drive-thru line.
If no cars are in line, start at speaker menu board -
Start stopwatch lap when you ARRIVE at the SPEAKER Menu Board (OCS).
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Received a genuine welcome within 5 seconds. If asked to hold, re-greeted in 15 seconds or less?
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DT or Outside Order Taker provides warm, friendly, greeting and hassle-free order taking? Asked the right questions and offered additional condiments that are not automatically included with the order. (example: ketchup for my fries)
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Upsold Chili Cheeseburger to a Double or offered Sauced & Loaded Curly Fries?
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Asked, " Do I have your order correct on the screen" at DT speaker (or verbally repeats order is OCS is not working)?
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Start another lap when you LEAVE the SPEAKER Menu Board.
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Start another lap when you ARRIVE at the PICK-UP WINDOW.
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Warm and friendly re-greet at the window, with a smile, and eye contact?
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Payment handled correctly, and receipt was provided without asking for one?
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Team Member communicates the main contents of each bag (by product name, not combo number) when handing bag(s) out and bagging procedures are followed?
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Received a final 2-part thank you/farewell? (i.e. "thank you, have a nice day" or "thank you, enjoy your meal")
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Stop time when you receive complete order at PICK-UP WINDOW. If asked to park, start lap (4) when you LEAVE the PICK-UP WINDOW without you order.
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Drive-thru order identified, packaged, and bagged correctly: Chili Cheeseburger “Hat “side of Red Burger box? <br>• LTO tab pressed for Chili Cheeseburger?<br>• LTO & Blank tabs pressed for the Double Chili Cheeseburger?<br>Chili Cheese Curly Fries Late-night take-out box?<br>• Chili Cheese or Cheese & Bacon tab pressed depending on build ordered?<br>2 X $4 Burrito Itos?<br>• Wrapped in foil, yellow sticker for Chorizo build or Bacon sticker for Bacon build?<br>Jack’s Pumpkin Spice Coffee<br>• Cup of hot or iced coffee has a “Custom” sticker?
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Drive-thru order neatly assembled?
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Chili evenly spread for proper coverage?
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Buns properly toasted, at least 2/3 of surface?
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Follow up when in BOH
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Hot and juicy Jumbo Patties?
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Follow up when in BOH
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Hot, fresh AND properly salted French Fries (taste for temperature and freshness)?
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Follow up when in BOH
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Received hot, crispy Curly Fries? (Taste for quality)
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Follow up when in BOH
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Take out box full to the line with Curly Fries?
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Tortilla is soft, fresh and not dried out?
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Scrambled eggs are tender, not dried out or overcooked?
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Order is Correct, (items, ingredients, modifications, and any condiments that should automatically be provided - example: Creamy Avocado Lime for Tiny Tacos<br>• Double Chili Cheeseburger has 2 Jumbo Patties, chili evenly spread, and 2 slices of American Cheese?<br>• Sauced & Loaded Curly Fries served with a fork?<br>• 2 X$4 Burrito Itos are served with one Roasted Salsa cup
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Job Aids
Drive-Thru Quick Times
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Enter Drive-Thru stopwatch times
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Enter the wait time for cars in line to order:
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Enter Order Time at Speaker Menu Board:
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Enter Queque Time:
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Enter Window Time:
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Enter Total OTD using a four numerical digit format: (example: 03:49)
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Q1 & Q2 FY21 OTD Target Times
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OTD Times
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Volume
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Time of Day
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Total Time
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Total Time
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Time of Day
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Total Time
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Total Time
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BOH Follow up Observations
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Oil meets quality standards? (visual check: oil darkens and slightly smokes as it ages)<br>• Oil is skimmed as needed to remove debris? <br>Oil is not too dark and does not have a unique smell?
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Toaster gap setting is correct, Teflon is free of excessive build up
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French fries or Curly fries cooked, assembled, and served according to specifications
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French fries or Curly fry temperature is below 150 Fahrenheit
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French fries not properly salted
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Fry baskets full (vs half full) when frying
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PHC and UHC staging procedures meet specifications
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Grill products not held with a metal lid
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Fry products held with a metal lid
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Hold Times not followed (not set, reset, or product held past expiration)
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Hold Times not programmed correctly
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Staged products not held in correct slots (don't match designated name programmed for that slot
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Products not held in correct smallwares
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Other:
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Retrofitted Grill and Fryer Cook/Stage Times Job Aid
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Making it Stick
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New retrofit racks are in place with correct temperature and time settings
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The holding units are maintaining correct temperature
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Retrofitted Holding Unit Temperatures
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Build-to charts are updated and reflect new extended hold times
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Pre-cooking is executed and reasonably matches amounts called on Build-to charts
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Team Members know how to read the new Build-to charts
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PIC and Team Members know their "zero" items, communicate, and "stop & drop" when ordered
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Ingredients are discarded when hold times expire
Shift Management
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Facility and Marketing
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POP is current, free of air, in good condition? DT lane and DT window clean, in good condition?
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Guest Expectation Travel Path is in use?
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Forecasting, Staffing, Guest Ready
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TRAINING: Is the new training poster and all job aids posted?
- Meets Standard
- Does Not Meet
- N/A
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TRAINING: Have all TMs received certification of training completion in Jenius?
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Enough TMs deployed to handle current volume and meet guest, quality, speed standards?
Completion
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Additional comments and (or) recognition observed
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Sign Off
