JITB - W5 - FY21 - Observation checklist

• Conducted on

  Date

• Prepared by

• Location
  Address

• W5 - FY21 - Observation checklist

• 

• Guest Service Job Aid - System

• 

• Assembly Job Aid - System

• 

• Prep Job Aid - System

• 

• Guest Service Job Aid - Select LA locations

• 

• Guest Service Job Aid - Bakersfield & Palm Spring

• 

• Guest Service Job Aid - Sumner DC Locations

• 

• Guest Service Job Aid - Milli Meals

• 

Drive-Thru Mystery Shop

• Received a genuine welcome within 5 seconds? If asked to hold, re-greeted in 15 seconds or less?

  Meets Standard

  Does not Meet

  N/A

• DT or Outside Order Taker provides warm, friendly greeting and hassle-free order taking?

  Meets Standard

  Does not Meet

  N/A

• Smart-Selling used effectively

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

• Warm and friendly re-greet at the window, with a smile and eye contact?

  Meets Standard

  Does not Meet

  N/A

• Payment handled correctly, and receipt was provided without asking for one?

  Meets Standard

  Does not Meet

  N/A

• Team Member communicates main contents of each bag?

  Meets Standard

  Does not Meet

  N/A

• 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?

  Meets Standard

  Does not Meet

  N/A

• 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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

• Hot AND fresh French Fries?

  Meets Standard

  Does not Meet

  N/A

• 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

  

OTD Times - Q1 & Q2 FY21 QTD Target Time

• Volume

  Low PSA

  High PSA

• Time of Day

  Before 4 (bfast/lunch)

  After 4 (Dinner/Late Night)

• Total Time

  <=4:00

  4:01 - 4:15

  4:16 - 4:30

  >=4:31

• Total Time

  <= 4:40

  4:41 - 4:55

  4:56 to 5:10

  >= 5:11

• Time of Day

  Before 4 (bfast/lunch)

  After 4 (Dinner/Late Night)

• Total Time

  <=4:20

  4:21 - 4:35

  4:36 -4:50

  >=4:51

• Total Time

  <=5:00

  5:01-5:15

  5:16-5:30

  >=5:31

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)

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

• Jacks Spicy Roost Fries are served with 6 jalapeno slices

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

• Ingredients are discarded when hold times expire?

  Meets Standard

  Does not Meet

  N/A

• Oil meets visual and taste standards. (i.e. French fries and tacos)

  Meets Standard

  Does not Meet

  N/A

• Oil is skimmed as needed to remove debris? Vats in good working condition?

  Meets Standard

  Does not Meet

  N/A

Shift Management

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

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

  Meets Standard

  Does not Meet

  N/A

Comments and Recognition

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