OER 2017 - Domino's Elite

Information

Select Store:
- Bodmin
- Chard
- Dorchester
- Exeter
- Exeter 2 - St Thomas
- Exeter 3 - Honiton Road
- Exmouth
- Falmouth
- Hayle
- Helston
- Newquay
- Penzance
- Redruth
- St Austell
- Tiverton
- Truro
- Weymouth
- Weymouth Wyke Regis
- Bridport
Location:
Conducted On:
Store Manager:
Manager In Charge:
Evaluator Name:
- Arvey
- Chris
- Fillipe
- Ruben
- Seng
- Stephen
Hot Bag Count:
Store Photo:
Sign Here:

OER

Star Ratings:

5* 90% + - You are among the OER Elite
4* 80% - 89.9% - You are exceeding the requirements of our business
3* 70% - 79.9% - You are meeting the minimum requirements of our business

Below these, you are failing to meet the standards required and immediate improvement is needed.

2* 60% - 69.9%
1* 50% - 59.9%
0* <50%

0, 1 and 2 stars are OER fails. Further fails will result in the default of the franchise agreement.

Product. Total 36 Points

Great/Remake Pizza's Section. 20 Points

Pizza 1 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Pizza 2 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Pizza 3 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Pizza 4 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Pizza 5 Rim/Rise - Size - Portion - Placement - Bake. 4pts
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Cut Test Pizza

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Comments/Feedback: Anchor Fluffy Consistent Centre Volume (FCCV) Pencil Thin Crust Coach on any ways that the pizza maybe improved

Product Section. 16 Points

Dough Properly Managed. 5pts o Dough must be within shelf life. o Next use dough within proper window of use. o Dough must not be blown. o All sizes of dough available. o Bases cannot be made and refrigerated. o Bases cannot be part stretched and kept for later. o Dough must be proofed before use. o Dough patties to be kept sealed side up. o Dough should not be covered in cornmeal while in the tray. o Mixed tray of dough in use at the stretching table, needs to be dated with the current day’s date and within shelf life. o A clean cover tray must be used on every stack
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Products within Shelf Life. 3pts o All products, including staff food within shelf life. o All products must be dated accurately and with an expiration date. o All opened products and products removed from, or with their original packaging opened, must be dated individually. o Any product in the makeline inserts at the end of trade must be dated with a shelf life of the end of trade of the following day — provided it will still be in date.
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Bread Products Properly Prepared. 2pts Garlic Pizza Bread o Fresh 6” dough must be used. o Fresh dough must be docked and stretched to fit into 6” pan with 12mm -25mm up the side of the pan. o Correct portion of garlic butter, pizza sauce and cheese applied to product and evenly distributed. o Garlic pizza bread must be cut correctly and packaged in an approved garlic pizza bread box. Twisted Dough Balls o Twisted dough balls are not permitted to be pre-prepped. o Twisted dough balls may be cooked on a screen.
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Approved Product and Procedure. 2pts
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Adequate PRP to handle expected sales volume. 2pts o Makeline food bins set up and stocked to last for no more than the next 2 hours of the business. o Makeline cabinet and walk-in should have sufficient food prepared to handle the days expected sales — ensuring the cabinets are Stocked to Rock before the rush begins. o Proofed dough of all sizes should be available at ambient temperature on the stretch table — a mixed tray may be used during quiet times. O Dough must not be used straight from the walk-in. o Coke fridge must be stocked with enough cold drinks for the days estimated sales. o Stores must have all core products in stock. o All products must be kept and stored in their correct environments. o Sauces used at makeline must be minimum of 10°C. o The top of the Makeline must not be broken down (emptied) until the business has closed, (cabinets can be emptied and cleaned just prior to closing). o All stores will have, as a minimum, during opening hours, one Management team member and one delivery expert. o Sauce squeeze bottles prepped and at room temperature for day’s sales mix. o Staffing levels should meet business requirements.
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All Sides Properly Prepared. 1pt Chicken Strippers, Chicken Kickers and Chicken Wings. o Only Domino’s approved packaging must be used. o Chicken Wings are to be cooked on silicon paper, and if required marinated pre-bake. o All other chicken products are to be cooked on foil. o Each order must contain the correct dips. Other Side Items o Only approved side items may be offered and the procedures and standards set by DPG must be adhered to. o Each order must be served to the set standard with the correct accompaniments.
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Thin Crust/Pan Properly Prepared (inc. Wraps). 1pt o All products must be available. o All products stored, dated and prepared correctly as per the current shelf life chart. o All opened boxes must have internal bags dated individually. o Enough Thin Crust shells and wraps must be stored at ambient temperature to cover required trade and must be dated, timed for 24 hours and covered accordingly. o Thin Crust shells and wraps must not go back in to refrigeration once they have been brought out for the day. o All blue trays for storing Thin Crust shells must be cleaned and sanitised before use – no other colour tray should be used. o Pan pizza guidelines must be met (if store sells Pan pizza)
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Service. Total 32 Points

Delivered on Time (DOT). 15pts
- 84.50% - 100%
- 83.50% - 84.49%
- 82.50% - 83.49%
- 81.50% - 82.49%
- 80.50% - 81.49%
- 79.50% - 80.49%
- 77.50% - 79.49%
- 75.50% - 77.49%
- 73.50% - 75.49%
- 71.50% - 73.49%
- 69.50% - 71.49%
- 0.00% - 69.49%
Actual DOT %
Load Time. 5pts
Actual Load (min)
OSAT. 5pts
Out the Door % (OTD)
Single Bags %
3+ Bags %
WOW Greeting. 2pts o Customers/visitors greeted promptly and courteously with proper greeting (“Welcome” or similar market greeting). o Customers/visitors greeted within 9 seconds. o Always smiling and making eye contact when dealing with customers. o Phones not on hold for more than 1 minute. o Phones not put on hold unnecessarily.
WOW Driver at the Door. 2pts Driver at the door: greeting and role play provided with positive/friendlyattitude, smile, eye contact, provide coin change and say “Thank You”.

WOW The concern. 3pts

Apologise
Give them what they want
Give them something extra

Brand Image Section. Total 22 Points

Team Members in Proper Uniform Attire. 3pts o All team members must adhere to uniform standards as set by DPG. Please refer to the current Uniform & Grooming standards guide for more information. Full uniform - hat, shirt, name badge, black trouser Smart & clean
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Grooming Standards Maintained. 3pts o All team members must adhere to grooming standards as directed in the current Uniform & Grooming standards guide. Hair, facial hair, jewellery, nails.
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Store Interior Clean and in Good Repair. 3pts o All toilets toilet area must be cleaned and sanitised daily. o Floors, walls and ceiling must be clean and in good repair. o Baseboards and coving must be clean. o All light fixtures must have a cover in place, be clean and all bulbs must be fully operational and illuminated. o Light covers must be clean and in good repair (no cracks or missing covers). o Heating, ventilation and air conditioning equipment must be clean and in good repair. o Electric insect killers are clean, in a good state of repair and not within 10 feet of open food. o Store must have evidence of pest control (outside contractor) and must follow any recommendations. o Any equipment and components must be clean and in good repair and used properly. o Walls and floors must be sealed surfaces that are non-porous and easy to clean and sanitise – no bare brick, concrete, wood, etc. All food storage areas, including box storage areas, need to be sealed (no gaps or holes that pests could gain access through). o Push bikes and mopeds must not be stored in any food or box storage, or food production areas. o Maps must be updated, indexed and posted in vicinity of routing area.
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Customer Area and Customer View Clean and in Good Repair. 3pts o Customer area and customer view is clean (floors, walls, ceiling, light fixtures). o No excessive damage (floors, walls, ceiling, counter, sneeze guard, fixtures, windows). o All team members must behave in a professional manner. o No eating or drinking in customer view or evidence of doing so. o No staff food or drink in customer view including, but not limited to, the coke fridge, under the counter and on the cut table. o Computer terminals, counter, phones clean and organized. o Napkin holders clean and stocked, if available. o No general storage in customer area. o All lighting in working order. o Doors, windows and window sills clean. o All tables and chairs must be clean & in good condition. o Bins need to be clean and not overflowing. o Toilets clean and in good repair (process around a two hourly check). o Window blinds are only allowed as part of a Late Night License Agreement and must be kept clean and in good repair. Only roller blinds are acceptable. If logo’d the logo must be approved and trademarked. Curtains and any other type of blinds are not allowed. o Holiday decorations are not allowed in the Production area. Holiday decorations in the customer area must be tasteful and must not create a hazard to customers. Domino’s packaging cannot be used as decorations. o Any audio devices may be used in the store, out of customer view, but must not be able to be heard in the customer area. o Opening times need to be professionally displayed. o Any store notices in customer view must be laminated or placed in a plastic sleeve. o Maps within customer view must be laminated or behind plexi-glass.
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Outside Entry Area Clean. 2pts o Building front, footpath and parking area immediately in front and at the back of the store is clean and in good repair, including the removal of branded rubbish and cigarette ends. o All areas around the store are kept clear of weeds. o Bin areas are clean and tidy – bins should not be overfilled. o Dough trays should not be stored outside unless there isn’t room inside the store. If they are stored outside they must be stacked neatly and safely and out of customer view whenever possible. Dough trays must be emptied of all rubbish and food debris before being returned to Commissary. o Dough dollies should only be stored in the store. o Doors, windows and window sills clean.
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Delivery Bags Clean, Functioning, In Good Repair. 2pts o Only approved hot bags in use. o Pizza delivery containers interior and exterior must be cleaned and sanitised on a daily basis and be in good repair. o Stores should have adequate supply of Domino’s approved bags for estimated peak business. Need to have 1.5 usable hot bags per driver scheduled on the busiest night (minimum 15 usable bags). Bags and heating units must meet Domino’s Pizza specification with the approved logo. Each hot bag must contain only one (1) order. o Cook Tek® system requires minimum two (2) charger units per store. o Stores may use a mix of Heatwave and 3M bags but MUST STILL have 2 chargers UNLESS there are enough 3M bags to have 1.5 per driver on the busiest night in case the charger breaks down. o Stores using alternative delivery vehicles such as scooters, motor bikes or bicycles must ensure pizza delivery containers meet current standards, are clean and in good repair.
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Baking Equipment Clean and in Good Repair. 2pts o Ovens, hood and filters must be clean and working properly. o Ovens must be turned on and have reached the required temperature prior to the store opening. o Oven finger arrangements must be set up correctly. All oven parts must be installed properly and in working condition. (Catch trays, motor guard, windows, fan guards etc). o Hood filters must be fitted. o Time and temperature of oven must be set according to current Oven Time and Temperature guidelines. o If the store is using s fast bake oven the approved sticker must be displayed. o Store must have two approved working oven decks. o If oven hood is fitted with a light then the light must be properly secured, covered and in full working order. o Pizza screens need to be in good repair and clear of carbon build up; they should be replaced if damaged or if carbon build up is excessive. o Wedge pans must be cleaned daily and dried before use. Any pans in the front of the shop are considered in use, so must be clean and dry before the store opens. o Wedge pans must be checked for carbon build up and replaced if this becomes excessive or starts to lift and peel.
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Signage and Menu board current, displayed correctly, clean & in good repair. 1pt
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Walk In Cooler Clean and Working Properly. 1pt o Walk in temperature within specification (0°C-3°C). o Walk in clean and working properly. o Floor must be swept and mopped daily. o Door, floors, walls, ceiling and racks must be clean and in good repair. o Strip curtains must be fitted, clean and in good repair. o Wood or Glass is not permitted in the walk in. o Light must be operational and must be covered with protective shield. o There must be no standing water or water leaks that would cause Team Member safety issues or product contamination issues. o Fans must have a fan guard in place and fans, guards and condenser unit must be clean and working properly. o Walk-in door seal must be clean and in good repair. o Walk-in door handles must be clean and fully operational inside and out.
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Makelines Approved, Clean, and Properly Working. 1pt o Makeline, including cabinet door seals, must be clean and in good repair. o All parts must be installed properly and in working condition (compressor grill cover, catch trays, catch tray grills, fan. o Makeline bin temperature within specification (0°C-5°C). o Makeline cabinet temperature within specification (0°C-4°C). o Makeline lids cannot have sticky residue
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Delivery Vehicles Represent a Positive Brand Image. 1pt
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Safety and Security Section. Total 5 Points

Drivers Making Drops, not Exceeding Maximum Amount. 1pt o Driver carrying £15 / €50 or less. This includes: store money and personal money. o Drivers are making regular drops after runs. o Floats and money taken during the shift should not be left in the driver’s cars.
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Caller Identification (Caller ID) and Security Callbacks Made. 1pt
Safe Utilised, Secured and Working. 1pt o Store must have either a Time Delay or Validator safe in full working order. o Manager in Charge must have access to all parts of the safe. If not, proper signage needed.
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Front till in compliance - No more than £100 in front till. 1pt o No more than £100 - €200 in each front till, recommended amount is £50 per till in use. o Front till is defined as the cash drawer(s) in customer view, or till used to make customers change, this could be in the office, or any accessible cash, including on the shift manager’s person. o An additional till / small safe may be used to keep enough drivers floats for present day. o Till drawer must be kept locked at all times and the key accessible, but not in or near to the till (ideally secured on a team member). o Drivers float till / small safe must be locked at all times and the key accessible to the Shift Runner/Manager. o All other monies must be locked in a time delay safe.
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Safety Belts / Equipment in Use and Driving Safely. 1pt
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Sanitation Section. Total 5 Points

Refrigeration and proper temperatures maintained. 3pts o Walk-in temperature within specification (0°C - 3°C). o Makeline bin temperature within specification (0°C - 5°C). o Makeline cabinet temperature within specification (0°C - 4°C). o Beverage cooler temperature within specification (0°C - 8°C). o Prep fridges temperature within specification (0°C - 4°C) this includes beverage fridges that have food in them e.g. coleslaw in coke fridges. o Product held at 5oC for more than 2 hours will be discarded. o Freezer temperature within specification (–18°C or below). o All HACCP paper work needs to be fully completed on a daily basis.
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Proper Hand Washing. 1pt
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Sanitation Procedures Followed. 1pt o All surfaces and utensils that come in contact with our products (direct or indirect) must be cleaned and sanitized at least every two (2) hours to reduce harmful bacteria levels (pizza cutter, peel, bubble popper, keyboards, herb shakers, cornmeal dolly lids, doors/door handles etc.) and an appropriate system must be in place. o Team Members must be able to explain the timing system to store visitors - DPG or EHO. o Correct concentration level of sanitising agent must be used and team members must know where to find this information. Strips must be in date and in stock. o Products coming out of the oven should never be handled with team member’s hands. o Dine in stores follow the colour coding procedure
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Extreme Violations Section (The OMG! and any violations that will create extreme damage to the Domino’s brand and/or its customers.)

DOUGH: ◦ 1 or more trays of sheeted dough in walk-in or in use ◦ Expired by 5 or more days ◦ Extremely under proofed dough ◦ Out of stock of required dough sizes
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MULTIPLE EXPIRED PRODUCTS (non dough): ◦ 5 or more sizes or types of ingredients/ products no longer in their original unopened packaging. ◦ Certain products will be treated as groups of one eg: dips, drinks, prepped sauces/ squeeze bottles.
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TEMPERATURES: ◦ Any chilled food that is above 8C as this is the legal limit for chilled food in the UK. ◦ Ice-cream above -12C as this then becomes a potential food safety hazard.
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EXTREMELY DIRTY STORE/STORE IN EXTREME DISREPAIR: ◦ Extremely dirty store/store in extreme disrepair eg. Oven/makeline unusable. ◦ Pans & screens dirty beyond neglect – 50% or more with carbon build-up. ◦ CookTec system in use but not functioning, CookTec hotbags in use without chargers or cores. ◦ No running water. ◦ No heat rack available for use. ◦ Dirty beyond neglect. ◦ Evidence of rodents and/or insects found in store.
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EXTREME UNIFORM/GROOMING ISSUES: ◦ 3 or more core violations on one team member and/or 3 or more team members with core violations (regardless of number of people on shift). ◦ Core uniform violations: hat, shirt, jacket/body warmer, shoes, trousers/shorts, aprons, helmet, bike rider jacket, bike rider trousers and safety gloves dirty/disrepair beyond neglect or not worn. ◦ Core grooming violations: facial hair beyond 1" (if handling food without wearing a beard snood), offensive tattoos and any jewellery other than a metal wedding ring, without stones, and a plain metal bangle, worn for religious or medical reasons.
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OTHER EXTREME: ◦ Store not open as per required hours. ◦ Illegal drugs, alcohol or weapons found in the store. ◦ Domino’s Pizza reserves the right to call an Extreme Violation that is not included in one of the above 5 categories. These are violations that create extreme damage to the Domino’s Pizza brand and/or its customers.
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Additional Comments/Action Plan

Temperature

Walk-in/Chiller temperature within specification (0°C - 3°C)
Makeline bin temperature within specification (0°C - 5°C)
Makeline cabinet temperature within specification (0°C - 4°C)
Beverage cooler temperature within specification (0°C - 8°C)
Freezer temperature within specification (–18°C or below)
Prep fridges temperature within specification (0°C - 4°C) this includes beverage fridges that have food in them e.g. coleslaw in coke fridges

Service Manipulations

OTD <5 Minutes (>5%)
Reassignments (>5%)
Load Time 0 - 1 (>25%)
Negative Wait (-2 to 0>15%)
Order Take Time >6 Minutes (>10%)
Runtime 0 - 5 (>5%)
Runtime 0 - 10 (>15%)
Instore Timed Orders

OER 2017 - Domino's Elite

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Product. Total 36 Points

Great/Remake Pizza's Section. 20 Points

Cut Test Pizza

Product Section. 16 Points

Service. Total 32 Points

WOW The concern. 3pts

Brand Image Section. Total 22 Points

Safety and Security Section. Total 5 Points

Sanitation Section. Total 5 Points

Extreme Violations Section (The OMG! and any violations that will create extreme damage to the Domino’s brand and/or its customers.)

Related checklists

OER 2017 - Domino's Elite

Free OER 2017 - Domino's Elite Checklist

Go digital today!

Convert your paper checklists into digital forms

Product. Total 36 Points

Great/Remake Pizza's Section. 20 Points

Cut Test Pizza

Product Section. 16 Points

Service. Total 32 Points

WOW The concern. 3pts

Brand Image Section. Total 22 Points

Safety and Security Section. Total 5 Points

Sanitation Section. Total 5 Points

Extreme Violations Section (The OMG! and any violations that will create extreme damage to the Domino’s brand and/or its customers.)

Related checklists