Title Page

  • Conducted on

  • Prepared by

  • Location
  • W5 - FY21 - Observation checklist

  • Instructions.jpg
  • Guest Service Job Aid - System

  • GS_System.jpg
  • Assembly Job Aid - System

  • Assembly_System.jpg
  • Prep Job Aid - System

  • Prep_System.jpg
  • Guest Service Job Aid - Select LA locations

  • GS_LA select locations.jpg
  • Guest Service Job Aid - Bakersfield & Palm Spring

  • GS_Bakersfiels_PalmSpring.jpg
  • Guest Service Job Aid - Sumner DC Locations

  • GS_SUMNER DC LOCATIONS.jpg
  • Guest Service Job Aid - Milli Meals

  • Milli Meal_Yuma.jpg

Drive-Thru Mystery Shop

  • 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?

  • Smart-Selling used effectively

  • Asked, "Do I have your order correct on the screen" at DT speaker (or verbally repeats order)

  • 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 main contents of each bag?

  • 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?

  • 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

  • Triple Bacon Cheesy Jack is served on a Split Top Bun, with Bacon Mayo on top bun only, Edge to Edge coverage?

  • Hot AND fresh French Fries?

  • French fries temperature is below 150°

  • French fries not properly salted

Drive-Thru Quick Times

  • 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

Operations Excellence

  • 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)

  • Properly toasted buns, at least 2/3 of surface (toaster teflon clean & build up free)?

  • Little Bacon Cheddar set up is heated with the correct microwave time and evenly distributed on top beef patty?

  • Crispy Chicken Strips are held in UHC for 60 min (with basket, no lid) & Fry bin for 30 min (with screen) max?

  • Jacks Roost Fries were served with 5 pieces of crispy chicken?

  • Jacks Roost Fries are sauced EDGE TO EDGE with Jacks Roost Sauce or Jacks Spicy Roost Sauce?

  • Jacks Spicy Roost Fries are served with 6 jalapeno slices

  • Chocolate Croissant Bites are hot and flaky (Taste for quality)?

  • New retrofit racks in place with correct temperature and time settings? Holding units are maintaining proper temperature? (Upper 270°F, Lower 185°F)

  • Build to charts are updated and reflect new extended hold times?

  • Precooking is executed and reasonably matches amounts called out on build-to charts?

  • Team Members know how to read build-to charts?

  • PIC and Team Members know their “zero” items, communicate, and Stop & Drop when ordered?

  • Ingredients are discarded when hold times expire?

  • 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

  • PIC actively leading the shift, Guest Expectation Travel Path is in use?

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

  • Have all Team Members received certification of training completion in Jenius? Training poster up?

  • Team Members deployed effectively to handle current volume and meet guest, quality and speed standards?

Comments and Recognition

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