Title Page
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Prepared by
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Conducted on
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Person in Charge (PIC)
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Location
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Observation Checklist - Window 4 - FY21
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Guest Service Job Aid - System
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Assembly Job Aid - System
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Prep Job Aid - System
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Guest Service Job Aid - Monterey, Salinas & Fresno
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Guest Service Job Aid - Sacramento
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Guest Service Job Aid - Select Dallas Restaurants
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Drive-Thru Mystery Shop
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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?
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Smart-Selling used effectively
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Asked, "Do I have your order correct on the screen" at DT speaker (or verbally repeats order)
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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 main contents of each bag?
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TM handing out orders does not verbally review main contents of bag to guest
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Contents are repeated by numbers, not by product name(s)
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Special requests are not repeated when handing out order
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Correct bagging procedures were not followed
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Received a final 2-part thank you/farewell?
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Modify your order for any test products.<br>*Drive-thru order identified, packaged, and assembled correctly. Quality specs achieved. <br> Popcorn Chicken <br>• Correct Box? Small Box or Big Box<br>• Correct Tab? Classic, Spicy or 50/50<br>• Correct number of Ranch Dip Cups? 1 for Small Box, 2 for Big Box<br><br> 2 for $5 Cheddar Biscuit Breakfast Sandwiches<br>• Sausage Cheddar Biscuit: New Wrap? Sausage quadrant<br>• Bacon Cheddar Biscuit: New Wrap? Bacon quadrant<br>• Chicken Cheddar Biscuit: New Wrap? Chicken quadrant<br><br> Jacks Mini Munchies with Mac & Cheese Bites<br>• Correct Box? Finger Food Box<br>• Correct Tab? Variety, 6 pc or 12 pc<br>• Correct number of Ranch Dip Cups? 1 for 6 pc and Variety, 2 for 12 pc
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Hot AND fresh French Fries?
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French fries temperature is below 150°
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French fries not properly salted
Drive-Thru Quick Times
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Q1 & Q2 FY21 OTD Target Times
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Speed Targets and Points
OTD Times - Q1 & Q2 FY21 QTD Target Time
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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
Making It Stick
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New retrofit racks in place with correct temperature and time settings?
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Holding units are maintaining proper temperature? (Upper 270°F, Lower 185°F)
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Build to charts are updated and reflect new extended hold times?
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Precooking is executed and reasonably matches amounts called out on build-to charts?
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Team Members know how to read 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?
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Popcorn Chicken is held in UHC & Fry bin with no insert for 45 min. max?
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Big box is served with 3 scoops of popcorn chicken or 1 & ½ scoop of each flavor for 50/50 orders and fries served inside the box?
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Small box is filled to the top with Popcorn Chicken?
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The 50/50 popcorn chicken has a mix of both classic and spicy?
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Properly toasted cheddar biscuits? Batch Toasted for 55 seconds (current biscuit button)?
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Only cheddar biscuit Top buttered? Top and Bottom of cheddar biscuit buttered in SE markets?
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Mac & Cheese Bites are hot and crispy? (Taste for quality)?
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Mac & Cheese Bites are held in UHC’s with a finger food basket for 45 minutes (20 Minutes in fry bin)?
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Oil meets visual and taste standards. (i.e. French fries and tacos)
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Oil is skimmed as needed to remove debris? Vats in good working condition?
Shift Management
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PIC actively leading the shift, following Guest Expectation Travel Path is in use?
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POP is current, free of air bubbles, in good condition?
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Have all Team Members received certification of training completion in Jenius? Training poster up?
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Team Members deployed effectively to handle current volume and meet guest, quality and speed standards?
