Title Page
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Conducted on
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Prepared by
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Location
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W5 - FY21 - Observation checklist
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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 - Select LA locations
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Guest Service Job Aid - Bakersfield & Palm Spring
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Guest Service Job Aid - Sumner DC Locations
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Guest Service Job Aid - Milli Meals
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> Triple Bacon Cheesy Jack Combo <br>• Correct Box? Triple Bacon Cheesy Jack Clamshell/ half wrapped?<br>• Correct Tabs?<br> o LTO tab for Triple Bacon Cheesy Jack<br> o LTO + Blank tab for Quad Bacon Cheesy Jack<br><br> Jacks Roost Fries<br>• Correct Box? Finger Food Box<br>• Correct Tabs?<br> o Roost Fries- Classic tab for Jacks Roost Fries<br> o Roost Fries- Spicy tab for Jacks Spicy Roost Fries<br>• Served with a fork?<br><br> Chocolate Croissant Bites<br>• Correct Packaging? <br> o Finger Food Bag for 3 Chocolate Croissant Bites<br> o Orange Clamshell, LTO tab for 6 chocolate Croissant Bites
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Triple Bacon Cheesy Jack is served on a Split Top Bun, with Bacon Mayo on top bun only, Edge to Edge coverage?
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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
Operations Excellence
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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? (Taste the patty for temp. & juiciness)
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Properly toasted buns, at least 2/3 of surface (toaster teflon clean & build up free)?
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Little Bacon Cheddar set up is heated with the correct microwave time and evenly distributed on top beef patty?
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Crispy Chicken Strips are held in UHC for 60 min (with basket, no lid) & Fry bin for 30 min (with screen) max?
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Jacks Roost Fries were served with 5 pieces of crispy chicken?
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Jacks Roost Fries are sauced EDGE TO EDGE with Jacks Roost Sauce or Jacks Spicy Roost Sauce?
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Jacks Spicy Roost Fries are served with 6 jalapeno slices
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Chocolate Croissant Bites are hot and flaky (Taste for quality)?
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New retrofit racks in place with correct temperature and time settings? 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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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, 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?