Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
FOOD LOVE - THE EXPERIENCE - FRESH FOOD MADE WITH CARE
CUSTOMER SHOP - The specialist will shop the restaurant as a customer via the drive-thru. - The order will consist of 2-3 items.
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FLE 1.1 FOOD MEETS APPEARANCE STANDARDS - 3pt<br>
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- Ingredients are spread evenly over the food
- Taco/Chalupa/Mexican Pizza/Salad shell not cracked, burnt, torn, damaged, irregular in shape
- Outside of wrap is not messy -
FLE 1.2 FOOD IS FINISHED THE RIGHT WAY - 3pt<br>
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- Food appearance must meet standard (Ingredients not leaking onto wrap/packaging)
- Quesadillas cut with quesadilla cutter using Rock and Roll method (4 equal, separate pieces)
- Mexican Pizza cut with Mexican Pizza cutter (4 equal, separate pieces) , cheese melted
- Crunchwraps have 6 corners, hole no larger than a quarter
- Burritos/Grillers folded correctly (without wings and gaps)
- Full melt & grill cycles used (using button with correct time)
FOOD LOVE - FUNDAMENTALS
FOOD OBSERVATION (6 Items) - Specialist will place 2 orders (3 items each) & observe the line preparing the food items. - If 2 lines are open, the team will be asked to make 1 order per line. - Team members who are deployed in the steam or stuffer position when CORE begins will be required to stay in those positions. MANAGERS WILL NOT BE ALLOWED TO COACH THE 6 FOOD ITEMS (team members may communicate to each other) TEAM MAY NOT MAKE THE SPECIALIST'S ORDER AHEAD OF OTHER ORDERS ON THE KDS *FULL POINTS FOR THIS SECTION WILL BE DEDUCTED (8.5 POINTS) IF MANAGER COACHES THE 6 FOOD ITEMS*
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FLF 1.1 FOOD MEETS APPEARANCE STANDARDS - 3pt<br>
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- Ingredients are spread evenly over the food
- Taco/Chalupa/Mexican Pizza/Salad shell not cracked, burnt, torn, damaged, irregular in shape
- Outside of wrap is not messy -
FLF 1.2 FULL PORTIONS OF INGREDIENTS ARE USED - 3pt<br>
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- Proper use of kitchen utensils to portion ingredients
- Proper portioning method for cheese, lettuce, tomatoes, sauce & cheese pump
- “Z” portioning followed for appropriate items -
FLF 1.3 FOOD IS FINISHED THE RIGHT WAY - 2pt<br>
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- Food appearance must meet standard (Ingredients not leaking onto wrap/packaging)
- Quesadillas cut with quesadilla cutter using Rock and Roll method (4 equal, separate pieces)
- Mexican Pizza cut with Mexican Pizza cutter (4 equal, separate pieces) , cheese melted
- Crunchwraps have 6 corners, hole no larger than a quarter
- Burritos/Griller folded correctly (without wings and gaps)
- Full melt & grill cycles used (using button with correct time) -
FLF 1.7 TORTILLAS/FLATBREAD PREPARED CORRECTLY - 0.5pt<br>
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- Grilled on the GTO 5 secs each side (no more than 30 seconds total)
- Flatbread on the GTO 10/20 secs (no more than 45 seconds total)
- No stacking of tortillas
REMAINDER OF VISIT
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FLF 3.1 KITCHEN UTENSILS ARE AVAILABLE & USED - 2pt<br>
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- Correct utensils used in each ingredient (hot line + cold line)
- Left handed beef utensil available if left handed team member is on the line
- Correct lids used on the pans (hinged lids when on the line & flat lids for back-up; seasoned beef is permitted to
have a hinged lid for back-up pans)
- Ingredients stored in correct pans (false bottoms used with the right ingredients)
- Nacho Cheese & Red Sauce double panned (no other ingredients double panned)
- Scale available on the line and working -
FLF 2.4 INGREDIENTS ARE READY ON THE LINE - 1pt<br>
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- All ingredients available & ready to be served, but are not required on all open lines (Ingredients can be on one
line or shared between two)
- If ingredient is in process of being prepped it is not readily available (Chalupas are the only exception)
- Jalapenos and Salsa cups can be kept on the cold line or in the reach in cooler
- Pizza and Green sauce can be kept on the second line during breakfast
- Power Ingredients not required prior to 11 am
- Cinnamon Twists and Empanadas not allowed in EvO tower (must be in Dessert Tower)
- Dual Stubby Line: Shared ingredients per the Experience guide only
- Three Freeze flavors are hooked up and ready to serve -
FLF 2.2 INGREDIENTS ARE PREPARED THE RIGHT WAY - 1pt<br><br>
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- Prep procedures followed per standards card
- Ingredients used at ready time (i.e. beans, rice, taco/tostada shells, fry & drain time on Chalupas & pizza shells)
- Beans properly hydrated (i.e. hot water from the bean disher, not directly from pitcher)
- Proper rethermalizer procedures followed
- Ingredients meet quality specification (i.e. chips, pizza & chalupa shells not burnt)
- Sauce bottles have correct color caps
- Cold ingredients kept in original manufacturer bag (tomatoes stored in a clear Cambro bin with false bottom) -
FLF 4.1 INGREDIENTS ARE IN THE RIGHT TEMP ZONE - 1pt<br>
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- Hot ingredients in hot well
- Cold ingredients in cold well
- EvO Ingredients in right cabinets -
FLF 2.1 INGREDIENTS STIRRED ON THE LINE - 1pt<br>(Also evaluated during Food Obeservation)<br><br>
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- Must use stir & scoop method in portioning seasoned beef (does not have to be stirred for every item made,
but must stir for the first seasoned beef portion to ensure ingredient consistency)
- Ingredients appear fresh (not crusty, dry, or pooled oil present as a result of not stirring regularly)
- Beans are properly hydrated
- All ingredients with a hinged lid must be stirred regardless if the line is in use
- Hinged lids should be closed while individual ingredients not in use -
FLF 2.3 OIL IS CLEAN AND READY TO FRY - 1pt<br>
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- Oil clean per the oil test stick
- Only a few crumbs or pieces allowed floating in oil (always skim)
- Oil is at proper level (between min and max line in fryer) -
FLF 6.2 PREP GUIDE IS COMPLETED & FOLLOWED - 1pt<br>
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- Prep Guide is posted, filled out, and followed
- Hot Ingredients, EvO, Taco Tower, heated cabinet quantities should not exceed guide quantities
- Cold Ingredient quantities made don’t have to match guide -
FLF 5.1 PACKAGING STOCKED ON THE LINE - 1pt<br><br>- All wraps, bowls, lids, boxes, and containers stocked<br>- Wraps must be stocked with ink side down
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- All wraps, bowls, lids, boxes, and containers stocked
- Wraps must be stocked with ink side down -
FLF 3.2 COFFEE MACHINE IS READY TO SERVE - 0.5pt<br><br>- Coffee machine is stocked with right condiments, utensils, and packaging: Creamer, Coffee pods, Sugar and sweetner (1 of each required), Coffee carafe, tongs, stainless steel stirrer & stirrer cup<br>(.5 point)
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Coffee Machine stocked with right condiments, utensils, and packaging:
Creamer (pump)
Coffee pods
Sugar & sweetener (1 of each required)
Coffee carafe, tongs, stainless steel stirrer, & stirrer cup -
FLF 3.5 CHEESE & SAUCE PUMPS WORKING - 0.5pt<br>
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Also evaluated during Food Observation
- Cheese & Sauce pumps working correctly
- Pumps have proper red/yellow collars, sleeves & retaining nuts -
FLF 6.1 FOOD CHAMPION CERTIFIED IN CURRENT EXPERIENCE - 0.5pt<br>
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- Food Champion certified in Learning Zone course for most recent Experience
- MIC to select any 1 Food Champion on shift and verify Experience Food Champion course is complete
- Recommendation: RGM print training & keep in folder in case Learning Zone doesn’t pull up report
- Acceptable forms for verification: LZ, Printed completion certificate or signed OTJ
RIGHT - THE EXPERIENCE - My order the way I like it
CUSTOMER SHOP - The specialist will shop the restaurant as a customer via the Drive Thru. - The order will consist of 2-3 items
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RE 1.3 CUSTOMER RECEIVES WHAT THEY ORDERED - 6pt<br>
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- Complete accurate order received
- No missing or wrong items or missing or wrong ingredients -
RE 1.4 CUSTOMER GETS THE EXTRAS WITH THEIR ORDER - 3pt<br>
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- Napkins and utensils where appropriate provided (If food item requires a lid, utensil should be provided)
- Sauces (correct type) and condiments provided if requested
- Straws provided with beverages -
RE 1.2 FOOD LOOKS FULL AND MEETS WEIGHT TARGETS - 3pt<br>
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-Specialist weighs each food item and observes to ensure full look
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RE 1.1 FOOD IS AT THE RIGHT TEMPERATURE - 1pt<br>
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- Specialist temps the food by inserting the thermometer in the protein (or beans if protein is not available)
- Temps during the Specialist shop are taken as soon as possible
RIGHT - THE FUNDAMENTALS
FOOD OBSERVATION (6 Items) - Specialist will place 2 orders (3 items each) & observe the line preparing the food items. - If 2 lines are open, the team will be asked to make 1 order per line. - Team members who are deployed in the steam or stuffer position when CORE begins will be required to stay in those positions.
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RF 1.1 SPECIALIST RECEIVES WHAT THEY ORDERED - 1pt<br>
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- Complete accurate order received
- No missing or wrong items or missing or wrong ingredients -
RF 1.2 FOOD LOOKS FULL AND MEETS WEIGHT TARGETS - 1pt<br><br>
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- Specialist weights each food item and observes to ensure full look
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RF 3.2 CORRECT PACKAGING USED - .5 pt<br>(Also evaluated during Customer Shop)<br><br>
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- All food items in correct wrap or packaging, placed neatly in the bag
- Food items placed in wrap are wrapped to correct corner
- Beverages served in correct cup
- Taco Bell Approved grease pencil available & used
FOLLOW 6 TRANSACTIONS - Specialist to follow 6 full transactions: 3 at the front counter and 3 at the Drive-Thru.
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RF 2.1 CHECK # OF ITEMS IN BAG & VERBALLY CONFIRM #<br>W/ CUSTOMER - 1pt<br>(Also evaluated during Customer Shop)<br><br>
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Optimized Standard For 3rd Step In Triple Check Process
- DT Service Champion will check order & count the number of items in the bag(s) to ensure order is complete
before handing to customer (# of food items should match the # of food items shown on KDS)
- They will then verbally confirm the number of food items to the customer at the DT window
1) Greet at OCB with friendly hello within 5 seconds
2) Drink Upsell
3) Repeat Order/OCB confirmation
4) Line communication of each build
5) Expeditor bags order
6) Re-greet at window
7) Conduct Transaction, provide drinks, and offer sauce
8) Check Order
9) Count # of items and verbally confirm # of itmes w/ customer -
RF 2.2 CORRECT RECEIPT AND BAG STUFFERS USED - 0.5pt<br>(Also evaluated during Customer Shop)<br><br>
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- Only approved receipt paper with standard heading and bag stuffers used
- No attempting to influence customer through unapproved incentives related to customer survey
REMAINDER OF VISIT
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RF 4.1 ON THE LINE COMMUNICATION - 1pt<br>
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- Line communication at beginning or end of each order & for special items
- If only 1 person on the line: Expediter should communicate order to Service Champion
- Continuous communication throughout the visit
AUTHENTIC -THE EXPERIENCE - The customer comes back because of me
CUSTOMER SHOP - Specialist will shop the restaurant as a customer via the Drive Thru -The order will consist of 2-3 items
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AE 1.1 CUSTOMER GREETED WITHIN 5 SECONDS - 1pt<br>
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- If customer asked to wait, must be re-greeted in 10 seconds
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AE 1.2 HELLO IS FRIENDLY - 2pt
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AE 1.3 ORDER IS REPEATED WITH TOTAL - 2pt<br><br>
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- OCB confirmation or Repeated back to customer
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AE 1.4 GOODBYE IS FRIENDLY - 2pt
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AE 1.5 SAUCE & DRINK OFFERED - 1pt
AUTHENTIC - FUNDAMENTALS
FOLLOW 6 TRANSACTIONS - Specialist to follow 6 full transactions: 3 at front counter and 3 at the Drive Thru
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AF 1.1 CUSTOMER GREETED WITHIN 5 SECONDS - 1pt<br><br>
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-If customer asked to wait, must be re-greeted in 10 seconds
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AF 1.2 HELLO IS FRIENDLY - 1 pt
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AF 1.3 ORDER IS REPEATED WITH TOTAL - 2pt<br><br>
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- OCB confirmation or Repeated back to customer
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AF 1.4 GOODBYE IS FRIENDLY - 1pt
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AF 1.5 SAUCE & DRINK OFFERED - 1pt
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AF 4.1 CUSTOMER CALLED BY NAME - 0.5pt<br>
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- Observe 3 transactions at front counter
- Service Champion asks for customer names during ordering process
- Expeditor uses customer names when order handed to customer
REMAINDER OF VISIT
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AF 1.6 OPEN HOURS POSTED - 1pt<br>
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- Hours of Operation posted at each entry and on Drive Thru window
- Every day of the week represented on the window cling
- The restaurant open per posted hours -
AF 2.1 TEAM IS IN RIGHT UNIFORM - 2pt<br>
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-- Black pants or Dark Denim-Black Jeans
- Solid black shoes
- Solid black belt (required with tucked shirt)
- Correct Shirt, Apron, & Hat
- Approved Sweatshirt or Jacket (Drive Thru only: Solid black gloves & beanies)
- Team looks good (Check Grooming and Uniform guidelines in Answer System)
- No smoking in restaurant, customer areas, or during a restaurant task
- No cell phone use within customer view or full point value will be lost
- No visible cell phone sticking out of pockets -
AF 3.1 SERVICE CHAMPION CERTIFIED IN CURRENT<br>EXPERIENCE - 0.5pt<br>
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- Service Champion certified in Learning Zone course for most recent Experience
- MIC to select any 1 Service Champion on shift and verify Experience Service Champion course is complete
- Recommendation: RGM print training & keep in folder incase Learning Zone doesn’t pull up report
- Acceptable forms for verification: LZ, Printed completion certificate or signed OTJ
HUSTLE - THE EXPERIENCE - Orders delivered fast
CUSTOMER SHOP - Specialist will shop the restaurant as a customer via the Drive Thru - The order will consist of 2-3 items
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HE 1.1 ORDER DELIVERED FAST- 7pt<br>
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- Specialist will measure Order, Window and OTD times. The restaurant will only need to hit either Order and
Window Time - or - OTD
- Order Time ≤ 50 secs @ Peak (75 sec other dayparts or weekends)
- Window Time ≤ 50 secs @ Peak (75 sec other dayparts or weekends)
- OTD ≤ 3:30
HUSTLE - FUNDAMENTALS
Remainder of Visit
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HF 4.1 MIC IS LEADING SHIFT - 3pts
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- The MIC can deploy as needed in a shift, as long as they are not doing Prep or working the Steam position
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HF 1.1 TWO HEADSETS WORN AND WORKING ON EVERY SHIFT - 2pts
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HF 2.1 DEPLOYMENT CHART POSTED AND FILLED OUT - 2pts
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- Specialist will observe that the approved Taco Bell deployment chart is posted and filled out
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HF 3.2 CLAMSHELL GRILL IS WORKING - 2pts
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- Grill in good working condition and is not warped
- Timer is set to 17 seconds
- Temperature of grill is set to 517°+/- 5° -
HF 3.3 DT STATION STOCKED & READY - 1pt
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- Condiments, sauces, napkins and utensils
- Beverage and Frozen Beverage Dispenser cups and straws -
HF 3.1 MELTER CAVITIES ARE WORKING - 2pts
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- Both melter cavities are working
- Melters melt in one cycle
BEST ON BLOCK - THE EXPERIENCE -I want to hang out at my Taco Bell
CUSTOMER TOUCH POINTS BEST ON BLOCK: DRIVE THRU LANE
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BBE 1.1 DRIVE THRU PAD CLEAN & MAINTAINED - 0.5pt<br>
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- No large visible trash
- Pad is not falling part (loose and crumbling, pot holes, oil build up)
- Curb is good (not loose and crumbling, or excessive paint chipping if painted)
- Tire marks are ok -
BBE 1.2 NO LARGE VISIBLE AREAS OF GUM - 0.5pt
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BBE 1.3 DRIVE THRU WINDOW CLEAN AND WORKING - 1pt<br>
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- Drive Thru Window is clean and/or not dusty
- Drive Thru Window not cluttered (follows Roadmap) -
BBE 1.4 OCB CLEAN & WORKING - 1pt<br>
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- OCB is required at all Drive Thrus
- Order post or OCB (including OCB canopy if present) is Best on Block
CUSTOMER TOUCH POINTS BEST ON BLOCK: INTERIOR
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BBE 2.1 DINING ROOM FURNITURE CLEAN AND WORKING - 1pt<br>
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- No scratches or marks on tables, or chairs easily viewed by customers if standing from Customer walk ways
- Removable and/or offensive graffiti must be removed or painted over
- Tears in cushion seating must be repaired
- Trash receptacles best on block -
BBE 2.2 DINING ROOM WALLS, FLOORS & WINDOWS CLEAN,<br>WORKING & MAINTAINED - 1pt<br>
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- All lights are working
- Paintings or signs are clean and look good
- Ceiling tiles are clean and don’t have stains
- Floors are clean with no large visible pieces of trash
- No large scratches or marks on the walls that are noticeable to the customer
Floor mats present at all entrances & drink station -
BBE 3.1 CONDIMENT STATION CLEAN & WORKING - 0.5pt<br>
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- Condiment Station clean, free of damage, spills and trash
- All sauces are available in the inserts (if there are more inserts than sauces it is ok to have an empty insert)
- Napkins stocked -
BBE 3.2 DRINK STATION CLEAN & WORKING - 2pt<br>
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- Drink station clean, free of spills and trash
- No stains on the counter top or on the sides of the machine (syrup stains or water scale)
- Stocked with cups, lids, and straws
- Fountain metal receptacle not rusted
- Labels on all functioning buttons including ADA (Labels cannot be handmade or printed out)
- Fountain translate as show in Roadmap -
BBE 3.4 KITCHEN SIGHT LINE/COUNTER CLEAN, CLUTTER<br>FREE & Maintained- 2pt<br>
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This is the visible area of the kitchen from the front counter. This includes all equipment, floors and walls from
the dining room side of the front counter
- Kitchen Floor should be clean without large visible mess on the floor
- Equipment looks reasonably clean for a working kitchen
- No long term build up or lack of cleaning visible on fixtures
- No storage of cleaning supplies (spray bottles, brooms, etc.) within front counter area & in customer view
- Front Counter should only contain approved register toppers, donation canisters, and gift card displays
- Mint, sauce, water containers, paper applications etc. not displayed on front counter
- Team Member messaging not within customer view (this includes recognition, certificates, & plaques)
- No additional décor should be added. Holiday décor permitted only during holiday months
BEST ON BLOCK - THE FUNDAMENTALS: EXTERIOR
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BBF 2.1 OUTSIDE OF THE BUILDING CLEAN & MAINTAINED - 1pt<br>
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- Walls are Best on Block
- No large areas of scratched paint or blackened paint in an area
- Removable and/or offensive graffiti must be removed or painted over
- Windows and window frames are clean & maintained
- No large chips or cracks in the windows, that are noticeable to the customer
- No window fog and no missing seals on the windows
- Awnings, gutters, soffits, downspouts, roof are Best on Block
- Back door clean & maintained as viewed from parking lot or drive thru area -
BBF 4.1 PARKING LOT AND SIDEWALKS CLEAN &<br>MAINTAINED - 2pts
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- Lot is not falling part (loose and crumbling)
- Parking curbs are good (not loose and crumbling)
- No large potholes in the parking lot
- Stalls should not have heavy oil build up (not pooling oil)
- Landscaping is the same throughout, without major blemishes
- Landscaping clean with no visible trash to the customer
- No balding or large visible areas of dirt
- No large areas of fiber visible under rocks. Plants are alive and well overall.
- Landscaping not covering menuboard -
BBF 3.1 OUTSIDE SIGNAGE CLEAN & WORKING - 0.5pt<br>
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- Exterior signage must be Best on Block
- Directional signs, poles, road signs, lighting
- Clearance bar working and maintained
- Removable and/or offensive graffiti must be removed or painted over
- Signs should not have large soiled or damaged areas
- All lights are working - If any Taco Bell logo signs are out the point value for this standard will be lost -
BBF 3.2 OUTSIDE TRASHCANS AND DUMPSTER CLEAN &<br>MAINTAINED - 0.5pt<br>
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- All trash receptacles and dumpster clean and maintained
- Dumpster Pad/gate clean and not crumbling
(.5 point) -
BBF 8.1 RESTROOM WALLS, FLOORS, FIXTURES, CEILINGS<br>MAINTAINED - 3pts
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- Bathroom fixtures (i.e. toilet, urinal, sink) functioning & mounted correctly, turn on and off and don’t leak clean and maintained
- Soap, toilet paper, paper towel dispensers, hand dryer, air freshener working properly, clean and stocked
- Sinks, faucets, mirrors (mirrors not required to be installed) working properly, clean and stocked
- Stall doors, walls, baby changing station and trash cans working properly, clean and stocked
- If a roll(s) of toilet paper is set outside of the roll holder the point value for this standard will be lost -
BBF 5.1 DRIVE-THRU MENUBOARD CLEAN, WORKING & CORRECT PRICING - 1pt<br>
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- D/T Menuboard is clean and does not have cracks in the Plexiglas or has light gaps
- No large areas of scratched or blackened paint in one area
- BAC is working (Frame and POP are complete and look good)
- All lights working and color of lights match
- Mismatched numbers, colors, no yellowing of price tiles/pockets
- Missing numbers, dollar signs, decimal point
- If a price is missing from an item the point value for this standard will be lost -
BBF 5.3 FRONT COUNTER MENUBOARD CLEAN, WORKING & CORRECT PRICING - 1pt<br>
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- Menuboard is clean and does not have cracks in the plastic covering or light gaps
- No large areas of scratched or blackened paint in one area
- All lights working and color of lights match
- Mismatched numbers, colors
- Missing numbers, dollar signs, decimal point
- If a price is missing from an item the point value for this standard will be lost -
BBF 5.5 POP & MESSAGING CLEAN & CURRENT - 1pt<br>
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- Should be posted neatly on the windows without lots of air bubbles
- POP should not be cut (if it does not fit in window trimming to size is okay)
- POP should follow current Roadmap
- POP banners/flags properly displayed & visible
- No posting or placement of items not specified in Roadmap (i.e. handmade signs)
- Permits that must be displayed should go in hallway to bathroom -
BBF 6.1 WIFI WORKING IN THE DINING ROOM - 0.5pt<br><br>
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- WiFi for customers should be working in the Dining Room
REWARDS & WATCHOUTS
REWARD - possible reward points +2 pts (for the purpose of the practice audit these will not auto calculate, they have a 0 value, so you can record them below but they will not have an effect on the audit score)
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SERVICE CHAMPION MAKE-UP CARD KNOWLEDGE CHECK - 1pt<br>(This knowledge check is for Team Members, not MICs)<br><br>-Explain what is and how it is redeemed
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This knowledge check is for Team Members, not Managers. Explain what it is and how it is redeemed. The Make
Up is a real-time process for handling customer issues and complaints in the restaurant. There are three parts to
The Make Up:
- Answer the phone.
- Fix the problem without question.
- Surprise and delight by giving them a Make Up Card -
<br>ALL TEAM MEMBERS WEARING PROPER UNIFORMS - 1pt<br>
WATCHOUTS - possible point deductions -40 pts (for the purpose of the practice audit these will not auto calculate, they have a 0 value, so you can record them below but they will not have an effect on the audit score)
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ARL INVOLVMENT - 10pts
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- Entering Back-of-House during an evaluation
o If an ARL is at restaurant prior to the start of an evaluation as part of their normal restaurant
visit routine, ARL should exit back-of-house.
- Coaching restaurant team in any way that could influence the CORE evaluation -
PARKED CAR DURING VISIT - 10pts
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- Customer car is parked due to ingredients or order not being ready at window
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BRAND PROTECTION - 10pts<br>
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- Major disruption, shouting/cursing, customer being questioned/argued with
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BIG BOX MEALS DELIVERED IN DESIGNATED BOX - 10pts
Summary
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Ops Score:
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Food Safety Deviations:
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AT STANDARD - 14 or fewer total deviations
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UNDER-PERFORMING -15 or more total deviations
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Food Safety Significant Deviations:
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AT STANDARD - No significant deviations
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UNDER-PERFORMING -1 or more significant deviations
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Manager In Charge:
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Auditor:
