JITB - 12/10/20 TEST - Seattle Chicken Refresh & Cluck/Deluxe Sandwich Combos

Title Page

Observer
Date & Time
Person in Charge (PIC)
Location
SYSTEM Chicken Refresh & Cluck/Deluxe Sandwich Combos

Directions

NEW STANDARD: Properly Defrosting Crispy Fillet, Spicy Fillet, and Chicken Strips is critical for quality!
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
• Cluck Sandwich or Cluck Deluxe Combo
• Sauced & Loaded Tots- Cheddar Bacon or Jalapeño Ranch
• Bagel Breakfast Sandwiches – Bacon or Sausage or Stacked
• Salted Caramel Mocha 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 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 Chicken Cluck to a Deluxe or offered Sauced & Loaded Tots
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?
TM handing out orders does not verbally review main contents of bag to guest
Contents are repeated by numbers, not by product name(s)
Special requests are not repeated when handing out order
Correct bagging procedures were not 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 assembled correctly. Quality specs achieved. Cluck Sandwich • New Foil Bag? Chicken is crispy and hot. • Brioche Bun has Mystery Sauce on both crown and heel of Cluck Sandwich (evenly spread)? Cluck Spicy Sandwich • New Foil Bag + yellow sticker? Chicken is crispy and hot. • Brioche Bun has Mystery Sauce on both crown and heel of Cluck Sandwich (evenly spread)? Cluck Deluxe • Cluck deluxe in the Big Red Wrap • Mayo spread edge to edge only on crown 2 for $4 Breakfast Bagel Sandwiches New Blue Wrap • Bacon Bagel, Sausage Bagel & Stacked Bagel Quadrants used, depending on build ordered? • Received a properly buttered and toasted bagel, not broken / torn? • Fried eggs are not dried out or overcooked? Sauced & Loaded Tots Late-night take-out box? • Cheesy Bacon Tots or Jalapeño Tots received hot, crispy and correct builds? • Take out box filled to top with tots? Served with fork? Jack’s Salted Carmel Coffee • Cup of hot or iced coffee has a “Custom” sticker?
Drive-thru order neatly assembled?
Buns properly toasted, at least 80% of the surface?
Follow up when in BOH
Is the Brioche bun warm and lightly toasted? It is acceptable to have an uneven toast on the bun.
Hot and crispy new chicken fillet (temperature at 135° degrees or above)
Follow up when in BOH
Hot, fresh AND properly salted French Fries (taste for freshness and temperature of 150°or higher)?
Follow up when in BOH
Hot, fresh Tots (taste for temperature and freshness)?
Follow up when in BOH
Take out box full to the top with Tots?
Order is Correct: items, ingredients, modifications, and any condiments that should automatically be provided - example: 2 mystery sauce for 4 piece chicken strip and 3 mystery sauce for 6 piece chicken • Cluck sandwich has 2 pickles, mystery sauce, served on a Brioche Bun with a hot and crispy fillet • Cluck Deluxe has Mayo, lettuce, 2 tomatoes, bacon, guacamole and Natural cheddar cheese served on a Brioche Bun with a hot and crispy fillet • Sauced & Loaded Tots served with a fork? • Bagels properly toasted and served with the appropriate built
Assembly 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
Speed Targets and Points

OTD Times - Q1 & Q2 FY21 QTD Target Time

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) • Oil is skimmed as needed to remove debris? 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 Tots cooked, assembled, and served according to specifications
French fries temperature is below 150°
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:
Cooking/Staging Job Aids (Retrofitted)
Cooking and staging job aid

Making it Stick

New retrofit racks are in place with correct temperature and time settings
Holding units are maintaining correct temperature (Upper 270°, Lower 185° +/- 10°)
Holding Cabinet Temperatures
Holding Cabinet 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
Take temperatures to verify:
• Fully defrosted internal Fillets or Crispy Chicken strip temp is 29°F - 39°F
• Cooked Fillets or Crispy Chicken strips internal is 140°F - 200°
Crispy Fillets, Spicy Fillets and Crispy Chicken Strips are being properly defrosted in racks, blue tray slides or stacked. ONLY 2 pans high MAXIMUM during defrost when STACKING (24 hours).
• 1 FULL bag of filets per pan if defrosted in racks?
• 16 fillets (not a full bag) per pan if defrosted in blue tray slides or stacked?
• One bag of strips per pan for all 3 defrosting methods?
• Only fully defrosted fillets and strips are in the POU, ready to cook?
Defrosting New Chicken fillet & Crispy Chicken Strips
Is the POU set up appropriately with raw items below ready-to-eat?
Correct fry time used: Fillets and Strip cook time of 2:35 min. is being used once defrosted
Properly defrosted and Batch Toaster button programed for a 35 second toast time?
Crispy fillets and Strips are hot and crispy? • Filets are held no longer than 60 min. in UHC & Strips are held for no longer than 60 min in UHC or max 30 min in fry bin (no metal cover in UHC pan)
Received hot, crispy Tots? (Taste for quality, held for 45 min. max)?
Oil meets visual and taste standards. (i.e. French fries and tacos) • Oil is skimmed as needed to remove debris? Vats in good working condition?

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?
Guest Expectation Travel Path Job Aid
Travel Path
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?