JITB - Quick Assessment

• Conducted on

  Date

• Prepared by

• Before you begin make sure you have:
  
  A stopwatch or timing device ready
  A calibrated thermometer (to take temperatures in your vehicle)

• Order at least one protein and an order of fries to complete the assessment.
  
  Be ready to measure/track the time at order board, arrival at the window, and time food is received.
  
  Be prepared to take a second pass through the drive-thru to take pictures of and document issues.

• FOOD ORDERED - Note time or start timer for Order to Delivery (OTD) Time

• Were you greeted at the speaker box within 5 seconds (if put on hold, no more than 15 seconds)?

  Yes

  No

  N/A

• Were you greeted in a friendly manner upon arrival at the Order Menu Board speaker?

  Yes

  No

  N/A

• COACHING OPPORTUNITY:
  
  Team members should be encouraged to be friendly and genuine, and give a non-robotic greeting with no detectable attitude in their voice or tone.

• Order is confirmed on the OCS screen.

  Yes

  No

  N/A

• The OCS is NOT working properly

• The Team Member did NOT confirm the order

• Order Confirmation screen and speaker are working properly.

  Yes

  No

  N/A

• WINDOW TIME START - Note time or start timer for WINDOW TIME

• The drive-thru menu boards, POP, lane, and drive-thru window area are clean and in good repair

  Yes

  No

  N/A

• Menu boards are NOT clean

• Menu boards are NOT in good repair

• POP is NOT clean

• POP is NOT in good repair

• Lane is NOT clean

• Lane is NOT in good repair

• Drive-Thru Window Area is NOT clean

• Drive-Thru Window Area is NOT in good repair

• The guest is greeted at the window within 5 seconds

  Yes

  No

  N/A

• Were you greeted in a friendly manner upon arrival at the DT Window and did the Team Member give you some form of “thank you” for your business?

  Yes

  No

  N/A

• NOT greeted in a friendly manner

• NOT given "thank you"

• COACHING OPPORTUNITY:
  
  Team members should be encouraged to be friendly and genuine, and give a non-robotic greeting with no detectable attitude in their voice or tone. At the window, they should make eye contact and smile during the interaction and thank the guest for their business.

• Were the contents (sandwiches/main items) of each bag communicated to you as they were being handed out to you through the drive-thru window, including any special requests or modifications?

  Yes

  No

  N/A

• FOOD RECEIVED - Stop timer for OTD & Window Time

• French fries salted, crispy and 150° or higher? (Temp fries in multiple places and group them together to get hottest point)

  Yes

  No

  N/A

• NOT salted

• NOT crispy

• NOT 150° or higher

• Burger patty tastes fresh, juicy, moist/not dried out and 120° or higher?

  Yes

  No

  N/A

• NOT fresh tasting

• NOT juicy or moist

• NOT 120° or higher

• Chicken fillet tastes fresh, juicy, moist on the inside/not dried out and 125° or above?

  Yes

  No

  N/A

• NOT fresh tasting

• NOT juicy or moist

• NOT 125° or higher

• Order to Delivery (OTD) Total Time

• Window Time

• Did you receive order within target Window Time or OTD of 3:45?

  Yes

  No

  N/A

• Order to Delivery (OTD) was OVER 3:45

• Window Time was OVER target

• Did you receive all the food items you ordered, including napkins and requested condiments and receipt?

  Yes

  No

  N/A

• Food items were INCORRECT

• Napkins or Condiments NOT included

• Receipt NOT given

• Now go to Back of House and observe the QUICK behaviors for several minutes.

Rush Ready

• RUSH READY GUIDELINES:
  
  • All admin, breaks, and prep are complete before rush/peak period. All hands-on deck ready to serve!
  
  • Workstation Daily Planner activities are complete (Stocking/Prep/Cleaning)
  
  • Holding procedures are being used (e.g.; timers set, pans filled with correct number of product
  
  • All available headsets in use (a minimum of 3 with priority for position 1, 2 & PIC)
  
  • Team is guest focused – hustling, slide deploying, and communicating (know their “zeros” and using “Stop and Drop “approach)

• Restaurant is Rush Ready to meet business needs

  Yes

  No

  N/A

• All hands are NOT ready

• Workstation Daily Planner activities are NOT used or complete

• Holding procedures are NOT being used

• All available headsets are NOT in use

• Team is NOT guest focused – hustling, slide deploying, and communicating

Executing Build-tos and Staging (Pre-Cooking)

• BUILD-TOS (STAGING/PRE-COOKING) GUIDELINES:
  
  • Ask the Person in Charge (PIC) to explain how to use the build-to charts and why adjusting them is so important?
  
  • Build-to charts are properly displayed, represent correct day and daypart
  
  • Build-to charts are adjusted by the Person in Charge (PIC) according to business needs
  
  • Person in Charge (PIC) knows their “zeros” (items with 0 on build-to chart) and calls “stop and drop product” within 30 seconds
  
  • Team Members can explain how to use the Build-to Chart
  
  • Quiz TM on on grill and fry staging amounts and verify accuracy of what's in the UHC/PHC
  
  • UCH/PHC timers are used properly. Are items discarded when expired?
  
  • Does the amount of product being held match (or close to) Build-to’s – (check patties, fried eggs)

• Build-to’s (Staging/Precooking) procedures are in place and accurate to meet the business needs

  Yes

  No

  N/A

• Build-to charts are NOT properly displayed or DO NOT represent correct day and daypart

• PIC DOES NOT know their “zeros” or is NOT reinforcing “Stop and Drop” within 30

• Team Members CANNOT explain how to use the Build-to Chart

• Products being held DO NOT match (or close to) Build-to Chart

Staffed for Success

• • Restaurant has sufficient team members to achieve Quick, Quality, Accuracy, and Cleanliness Experience standards
  
  • Ask Person in Charge (PIC): Do you have the right amount of people on the floor? If answer is no, dig deeper:
  • Why?
  • What is your plan to get staffed?
  • What tools are they using to validate this?
  

• Restaurant is staffed to meet business needs

  Yes

  No

  N/A

• TOO FEW people on the floor

• TOO MANY people on the floor

• PIC does NOT have a plan to get staffed

• WORKSTATION POSITIONING GUIDELINES:
  
  • Guest First approach is in place - Team Members know that taking care of the guest and helping other TMs take care of the guest comes first before cleaning and fill tasks
  • Example: "I’ve completed all my fry orders, I help assembly if needed BEFORE I clean and stock my station"
  
  • TMs are proficient and slide deploying between primary and secondary duties (Ask TMs what position they are in and to explain primary (guest facing activities) and secondary duties)
  
  • WSP chart is current and reflects the team in position
  
  • Have the Person in Charge explain the Workstation Deployment for their shift:
  • Look for PIC knowledge of a balanced deployment, and what takes priority (guests)
  • PIC is in appropriate zone (#3, #5, #7) in order to maximize their leadership of the shift
  • Deployment is assigned in consecutive order without skipping any numbers

• The restaurant is using proper Workstation Positioning and deployment appears to be appropriate for the sales dollars during that hour

  Yes

  No

  N/A

• Guest First approach is NOT in place

• TMs are NOT proficient and slide deploying between primary and secondary duties

• WSP chart is NOT current or DOES NOT reflect the team in position

• PIC is NOT knowledgable of a balanced deployment, and what takes priority (guests)

• PIC is NOT in appropriate zone (#3, #5, #7)

• Deployment is NOT assigned in consecutive order without skipping any numbers

Person in Charge (PIC) Leading the Shift

• The Team Leader is the heartbeat of the shift. They must actively lead the team, reinforce excellence in execution, break down bottlenecks and issues for the team and continuously train and coach team members to provide outstanding service and products to the guest.

• Person in Charge (PIC) GUIDELINES:
  
  • Person in Charge (PIC) clearly communicating and directing to achieve Quick Targets
  
  • Have Person in Charge (PIC) explain the importance of being rush-ready and how it affects speed of service
  
  • Person in Charge (PIC) and TM know window time and daypart targets
  
  • Person in Charge (PIC) Daily Planner complete
  
  • Able to identify bottlenecks and coach to correct issues
  
  • Is there a visible sense of urgency to produce guest’s order?
  
  • Person in Charge (PIC) verifies build- to and product quality every 30 minutes

• Person in Charge (PIC) is effectively leading the shift

  Yes

  No

  N/A

• PIC is NOT clearly communicating and directing to achieve Quick Targets

• PIC CAN NOT explain the importance of being rush-ready and how it affects speed of service

• PIC and TM do NOT know window time and daypart targets

• PIC Daily Planner is NOT complete

• PIC is NOT able to identify bottlenecks or coach to correct issues

• NO visible sense of urgency to produce guests order

• PIC is NOT verifying build-to and product quality every 30 minutes