Title Page

  • Observer

  • Date & Time

  • Person in Charge (PIC)

  • Location
  • SYSTEM Chicken Refresh & Cluck/Deluxe Sandwich Combos

Directions

  • 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
    • Triple Bonus Jack Combo
    • Sauced & Loaded Fries with Slow Smoked Bacon (Triple
    Cheddar or Spicy Pepper Jack)
    • Fish Sandwich or a Deluxe Fish Sandwich
    • Cinnamon Sugar Donut Holes
    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

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 condiments

  • Upsold Triple Bonus to a Quad or Fish to Fish Deluxe or offered Sauced & Loaded Fries

  • Asked, " Do I have your order correct on the screen" at DT speaker (or verbally repeats order if 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. <br>• For Triple Bonus Jack big red wrap and #3 showing<br>• For Quad Bonus Jack big red wrap and #4 showing<br>• Sauced & Loaded Fries with Slow Smoked Bacon <br>• Late-Night Take-out box filled to the top with Seasoned Curly Fries <br>• Sauced & Loaded tab for the Triple Cheese build<br>• Spicy Sauced & Loaded for the Spicy Pepper Jack build<br>• Both builds served with a fork<br>• Fish Sandwich built to standard and wrapped in the FISH side of the green wrap?<br>• Fish Sandwich Deluxe is built to standard and wrapped with a big red wrap with #2 showing?<br>• Cinnamon Sugar Donut Holes are properly covered with 8 shakes of Cinnamon Sugar, served in a Fajita Bag (Shaken 5 times)?<br>• Hot, fresh, and properly salted French Fries?<br>

  • Drive-thru order neatly assembled?

  • Buns properly toasted, at least 80% of the surface?

  • Follow up when in BOH

  • Regular patty is above 120°

  • Hot and crispy Fish fillet (temperature at 155° 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 seasoned curly fries (taste for temperature and freshness)?

  • Follow up when in BOH

  • Late Night Take-out box full to the top with Curly Fries?

  • Order is Correct to include ingredients, modifications, and any condiments - example: Loaded Sauced fries served with a fork <br>• Triple Bonus Jack has 2 pickles, Secret sauce on top and bottom (EDGE TO EDGE COVERAGE) served on regular bun with hot <br> and juicy patties (Quad 4 patties & 4 American cheese)<br>• Fish Sandwich had Tartar Sauce on (top bun only -EDGE TO EDGE COVERAGE) shredded lettuce and a hot and crispy fish fillet<br>• Fish Sandwich Deluxe has Tartar Sause (top bun only- EDGE TO EDGE COVERAGE) shredded lettuce, 2 tomato slices and 2 <br> slices of American cheese between two hot and crispy fish fillets<br>• Sauced & Loaded fries served with slow smoked bacon (Triple Cheddar served with Cheesy Ranch Sauce or Spicy Pepper Jack <br> served with the Jalapeno Ranch Sauce)<br>• All donut holes covered with Cinnamon Sugar

  • Assembly Job Aids

    Assembly_Seattle.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 Targets and Points

    Speed target.jpg

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)<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

  • Curly fries 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

    Retrofitted.jpg

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

    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

  • • Triple Bonus Jack and /or Fish Sandwich or Fish Sandwich Deluxe is neatly assembled?
    • Properly toasted buns, at least 2/3 of surface (toaster teflon clean & build up free)?
    • Secret Sauce on top and bottom bun, EDGE TO EDGE COVERAGE?
    • Tartar Sauce on top bun only, EDGE TO EDGE COVERAGE?
    • Hot and juicy regular patties? Patties and all grill products in PHC pan have a metal cover to maintain juiciness? Regular Patties
    held for 45 min. max in retrofitted UHC’s? (Taste the patty for temp. & juiciness)
    • Fish Filet is hot, fresh, and crispy (Taste for quality)?
    • Fish Filets are only held in the upper slots of UHC’s and held for 60 minutes?
    • 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?

  • 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? <br>• 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)<br>

  • Oil meets visual and taste standards. (i.e. French fries and tacos)<br>• Oil is skimmed as needed to remove debris? Vats in good working condition?

Shift Management

  • Facility and Marketing

  • PIC actively leading the shift, WSP Chart, all Daily Planners, and Guest Expectation Travel Path is in use?

  • POP is current, free of air bubbles, in good condition?

  • Guest Expectation Travel Path Job Aid

  • Travel Path

    1.10 Guest Expectations Travel Path.jpg
  • 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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