Title Page

  • Observer

  • Jack #

  • Date & Time

  • Person in Charge (PIC)

  • Location
  • 10/15/20 TEST, Build in a Box - Chili Cheeseburger Combo

  • 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
    • Jumbo Breakfast Platter featuring French Toast sticks
    • 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

  • 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).

  • Received a genuine welcome within 5 seconds. If asked to hold, re-greeted in 15 seconds or less?

  • 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)

  • Upsold Chili Cheeseburger to a Double or offered Sauced & Loaded Curly Fries?

  • Asked, " Do I have your order correct on the screen" at DT speaker (or verbally repeats order is OCS is not working)?

  • Start another lap when you LEAVE the SPEAKER Menu Board.

  • Start another lap when you ARRIVE at the PICK-UP WINDOW.

  • Warm and friendly re-greet at the window, with a smile, and eye contact?

  • Payment handled correctly, and receipt was provided without asking for one?

  • 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?

  • Received a final 2-part thank you/farewell? (i.e. "thank you, have a nice day" or "thank you, enjoy your meal")

  • 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.

  • 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>Jumbo Breakfast Platter featuring French Toast sticks<br>• Received 3 pieces of French Toast sticks inside the platter?<br>Jack’s Pumpkin Spice Coffee<br>• Cup of hot or iced coffee has a “Custom” sticker?

  • Drive-thru order neatly assembled?

  • Chili evenly spread for proper coverage?

  • Buns properly toasted, at least 2/3 of surface?

  • Follow up when in BOH

  • Hot and juicy Jumbo Patties?

  • Follow up when in BOH

  • Hot, fresh AND properly salted French Fries (taste for temperature and freshness)?

  • Follow up when in BOH

  • Received hot, crispy Curly Fries? (Taste for quality)

  • Follow up when in BOH

  • Take out box full to the line with Curly Fries?

  • French Toast sticks are hot, no broken pieces, and do not stick to each other?

  • Scrambled eggs are tender, not dried out or overcooked?

  • Order is Correct, (items, ingredients, modifications, and any condiments that should automatically be provided - example: Creamy Avocado Lime for Tiny Tacos ~ 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>~ Jumbo Breakfast Platter (French Toast) is served with syrup, fork, and knife?

  • Job Aids

  • Guide.jpg

Drive-Thru Quick Times

  • Enter Drive-Thru stopwatch times

  • Enter the wait time for cars in line to order:

  • Enter Order Time at Speaker Menu Board:

  • Enter Queque Time:

  • Enter Window Time:

  • Enter Total OTD using a four numerical digit format: (example: 03:49)

  • Q1 & Q2 FY21 OTD Target Times

  • Speed target.jpg

OTD Times

  • Volume

  • Time of Day

  • Total Time

  • Total Time

  • Time of Day

  • Total Time

  • Total Time

BOH Follow up Observations

  • 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?

  • Toaster gap setting is correct, Teflon is free of excessive build up

  • French fries or Curly fries cooked, assembled, and served according to specifications

  • French fries or Curly fry temperature is below 150 Fahrenheit

  • French fries not properly salted

  • Fry baskets full (vs half full) when frying

  • PHC and UHC staging procedures meet specifications

  • Grill products not held with a metal lid

  • Fry products held with a metal lid

  • Hold Times not followed (not set, reset, or product held past expiration)

  • Hold Times not programmed correctly

  • Staged products not held in correct slots (don't match designated name programmed for that slot

  • Products not held in correct smallwares

  • Other:

  • Retrofitted Fryer & Grill Cook/Stage Times Job Aid

  • Retroffited.jpg

Making it Stick

  • New retrofit racks are in place with correct temperature and time settings

  • The holding units are maintaining correct temperature

  • Retrofitted Holding Unit Temperatures

  • Holding Cabinet Temperatures.jpg
  • Build-to charts are updated and reflect new extended hold times

  • Pre-cooking is executed and reasonably matches amounts called on Build-to charts

  • Team Members know how to read the new Build-to charts

  • PIC and Team Members know their "zero" items, communicate, and "stop & drop" when ordered

  • Ingredients are discarded when hold times expire

Shift Management

  • Facility and Marketing

  • POP is current, free of air, in good condition? DT lane and DT window clean, in good condition?

  • Guest Expectation Travel Path is in use?

  • Forecasting, Staffing, Guest Ready

  • TRAINING: Is the new training poster and all job aids posted?

  • TRAINING: Have all TMs received certification of training completion in Jenius?

  • Enough TMs deployed to handle current volume and meet guest, quality, speed standards?

Completion

  • Additional comments and (or) recognition observed

  • Sign Off

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