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
-
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
-
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
-
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
-
-
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?
- Meets Standard
- Does Not Meet
- N/A
-
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
