Operational Excellence Tours - July1, 2016

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Yes

  No

  N/A

• Yes

  No

  N/A

Chick-fil-A Sandwich

• Is the sandwich packaged and folded/sealed properly?

  Yes

  No

  N/A

• Is the foil bag free of excessive stains?

  Yes

  No

  N/A

• Record the internal product temperature of the CFA filet (Below 140? Between 140 and 165? Above 165?).

• Does the CFA filet meet the bun coverage requirement?

  Yes

  No

  N/A

• Is the CFA filet positioned with the rounded side up?

  Yes

  No

  N/A

• Is the CFA filet golden brown in appearance (color standard)?

  Yes

  No

  N/A

• Is the CFA filet entirely covered in a generous layer of seasoned coaster, with total area of bare spots no larger than a quarter and free of large lumps of coater or uncooked coater?

  Yes

  No

  N/A

• Is the sandwich made with an unmanaged white, butters and toasted hamburger style bun?

  Yes

  No

  N/A

• Are there 2 pickle chips (3 if small) spread out in center of bun heel?

  Yes

  No

  N/A

• Is the bun correct size?

  Yes

  No

  N/A

• Is bun buttered correctly?

  Yes

  No

  N/A

• Is bun toasted correctly?

  Yes

  No

  N/A

• If ordering a deluxe CFA, did the tomato and lettuce meet proper specs?

  Yes

  No

  N/A

• If ordering a deluxe CFA or special sandwich, was the appropriate label placed on bag or container and was if facing the proper direction?

  Yes

  No

  N/A

• Based in experience, does the CFA sandwich meet taste and texture requirements?

  Yes

  No

  N/A

• Is the timers system being used?

  Yes

  No

  N/A

• Is the dial bracket being used?

  Yes

  No

  N/A

• Comments on the chicken sandwich:

Waffle Fries

• Is the internal temperature of waffle fries 170 degrees or higher?

  Yes

  No

  N/A

• Is the fry package filled correctly?

  Yes

  No

  N/A

• Is the fry package free of excessive stains?

  Yes

  No

  N/A

• Based on experience, do the Waffle Potato Fries meet taste and texture requirements?

  Yes

  No

  N/A

• Are fries properly salted?

  Yes

  No

  N/A

• Are fries in good condition (no excessive broken pieces)?

  Yes

  No

  N/A

• Are the chutes full of fries or are they making the to order (Lean-ish)?

  Yes

  No

  N/A

• Are the timers being used and fries being held at proper times (5 min total and only 2-1/2 in chutes)?

  Yes

  No

  N/A

• Comments on the Waffle Potato Fries:

Drive Thru

• Pulling into the DT, is the area clean and free of trash?

  Yes

  No

  N/A

• Did this particular DT have curb appeal?

  Yes

  No

  N/A

• Waiting in line, how long did you have to wait?

• Did this meet CFA standard?

  Off

  On

• Were you greeted immediately once at the window?

  Yes

  No

  N/A

• Are they using IPOS or have any special outside service going on to expedite your experience today?

  Yes

  No

  N/A

• If yes, describe what the service was:

• Were you greeted with the appropriate language and a name used?

  Yes

  No

  N/A

• If no, what was not said:

• After placing your order was the order repeated?

  Yes

  No

  N/A

• Were you asked about condiments?

  Yes

  No

  N/A

• Did they confirm the price?

  Yes

  No

  N/A

• Did they direct you to the appropriate next area (window, outside cashier, etc)? You

  Yes

  No

  N/A

• Was "My Pleasure" used or applicable during your transaction as the order taker?

  Yes

  No

  N/A

• At the pickup window or outside cashier, was the appropriate language used?

  Yes

  No

  N/A

• If no,what was missed:

• Were you greeted with a smile?

  Yes

  No

  N/A

• Wash your order repeated back to you?

  Yes

  No

  N/A

• Did you receive your order remarkably fast (30 sec or less)?

  Yes

  No

  N/A

• Were you sent off with a fond fair well and "My Pleasure"?

  Yes

  No

  N/A

• Did you receive exact change and a receipt?

  Yes

  No

  N/A

• If no, please list what was wrong:

• Did you receive everything that you ordered?

  Yes

  No

  N/A

• If something was left out please list the item(s):

• Was food hot, fresh and up to CFA standards?

  Yes

  No

  N/A

• If you had to wait on any item were you instructed on why you had to wait and were you asked to pull forward and park?

  Yes

  No

  N/A

• Was the team member at the window in full uniform?

  Yes

  No

  N/A

• Was the DT window clean (no smears or anything unappealing)?

  Yes

  No

  N/A

• POP in DT was tasteful and not too "busy" looking?

  Yes

  No

  N/A

• Overall, how was your impression of your DT visit? Any suggestions or comments:

LEAN Chicken

• Is breader dropping chicken according to the iPad?

  Yes

  No

  N/A

• If you observe employee dropping nuggets are they using the measuring cup?

  Yes

  No

  N/A

• Are they using the pans to signal the breader to drop chicken?

  Yes

  No

  N/A

• Are rubber bands around the pans?

  Yes

  No

  N/A

• Yes

  No

  N/A

• Is there excess chatter in boards area that may be distracting?

  Yes

  No

  N/A

• Are the boards people using the iPads to make appropriate amounts for chutes?

  Yes

  No

  N/A

• If not, what area was being missed?

• Did you observe boards people pulling from the Kanban reserve before the Kanban was empty?

  Yes

  No

  N/A

• Does all product have the appropriate timers associated with the correct numbers?

  Yes

  No

  N/A

• Do the chutes have the correct amounts of product in them based on the iPads?

  Yes

  No

  N/A

• Any main observations to add?

OE Info

• Which location are you visiting?

  Chapman Highway

  Oak Ridge

  Sevierville

• Date of Tour:

  Date