Information
-
Document No.
-
Audit Title
-
Client / Site
-
Conducted on
-
Prepared by
-
Location
-
Personnel
INSTRUCTIONS: This audit was designed for the greatest compatibility with a tablet, although still functional on a phone all of the additional information provided is harder to process on a hand held device. - Reward points can be documented but will not effect the overall score. - Any Watch-outs will deduct a total of 10 points from the entire audit
FOOD LOVE
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.
-
FLE 1.1 Food meets appearance standards<br><br>- Ingredients are spread evenly over the food<br>- Taco/Chalupa/Mexican Pizza/Salad shell not cracked, burnt, torn, damaged or irregular in shape
-
FLE 1.2 Food is finished the right way<br><br>- Food appearance must meet standard (Ingredients not leaking onto wrap/packaging)<br>- Quesadillas cut with quesadilla cutter outside of bag using Rock and Roll method (4 equal, separate pieces)<br>- Mexican Pizza cut with pizza cutter (4 equal, separate pieces), cheese melted<br>- Crunchwraps have 6 corners, hole no larger than a quarter<br>- Burritos/Griller folded correctly (without wings and gaps)<br>- Full melt & grill cycles used (using button w/ 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*
-
FLF 1.1 Food meets appearance standard<br><br>- Ingredients are spread evenly over the food<br>- Taco/Chalupa/Mexican Pizza/Salad shell not cracked, burnt, torn, damaged, or irregular in shape
-
FLF 1.2 Full portion of ingredients are used<br><br>- Proper use of kitchen utensils to portion incredients<br>- Proper portioning method for cheese, lettuce, tomatoes, sauce & cheese pump<br>- "Z" portioning followed for appropriate items
-
FLF 1.3 Food is finished the right way<br><br><br>- Food appearance must meet standard (Ingredients not leaking onto wrap/packaging)<br>- Quesadillas cut with quesadilla cutter outside of bag using Rock and Roll method (4 equal, separate pieces)<br>- Mexican Pizza cut with pizza cutter (4 equal, separate pieces), cheese melted<br>- Crunchwraps have 6 corners, hole no larger than a quarter<br>- Burritos/Griller folded correctly (without wings and gaps)<br>- Full melt & grill cycles used (using button w/ correct time)
-
FLF 1.7 Tortillas/Flatbread are prepared correctly <br><br>- Grilled on the GTO 5 secs on each side (no more than 30 secs)<br>- Flatbread on the GTO 10/20 secs (no more than 45 secs total)<br>- No stacking of tortillas<br>(.5 point)
REMAINDER OF VISIT
-
FLF 3.1 Kitchen utensils are available & used<br><br>- Correct utensils used in each ingredient (hot line + cold line)<br>- Left handed beef utensil is available if left handed team member is on the line<br>- Correct lids used on the pans (hinged lids when on the line & flat lids for back-up; beef is permitted to have a hinged lid for backup)<br>- False bottoms used with the right ingredients in the right pans, ingredients stored in the right pans<br>- Nacho Cheese & Red Sauce double panned (no other ingredient double panned)<br>- Scale available on the line and working
-
FLF 2.4 Ingredients are ready on the line<br><br>- All ingredients available & ready to be served, but are not required on all open lines (ingredients can be shared between two lines)<br>- If ingredient is in the process of being prepped it is NOT readily available (Chalupas are only exception)<br>- Jalapenos and Salsa cups can be kept on the cold line or in the reach in cooler<br>- Pizza and Green sauce can be kept on the second line during breakfast<br>- Cantina ingredients are NOT required prior to 11am<br>- Cinnamon twists and Empanadas are NOT allowed in EvO tower (must be stored in dessert tower)<br>- Dual Stubby Line: Shared ingredients per the Experience guide only<br>- Three Freeze flavors are hooked up and ready to serve
-
FLF 2.2 Ingredients are prepared the right way<br><br>-Prep procedures followed per standards card<br>Ingredients used at ready time (i.e. beans, rice, taco/tostada shells, fry and drain time on Chalupas & pizza shells)<br>- Beans properly hydrated (i.e. hot water from the bean disher, not directly from pitcher)<br>- Proper rethermalizer procedures followed<br>- Ingredients meet quality specification (i.e. chips, pizza & chalupa shells not burnt)<br>- Sauce bottles have correct color caps<br>- Cold ingredients kept in original manufacturer bag (tomatoes stored in clear cambro pan w/ false bottom)
-
FLF 4.1 Ingredients are in the right temp zone<br><br>- Hot ingredients in hot well<br>- Cold ingredients in cold well<br>- Evo ingredients in right cabinets
-
FLF 2.1 Ingredients stirred on the line<br>(Also evaluated during Food Obeservation)<br><br>-Must use stir, scoop & tap method in portioning beef (does not have to be stirred for every item made, but must stir for first seasoned beef item of each order to ensure ingredient consistency)<br>- Ingredients appear fresh (not crusty, dry, or pooled oil present as a result of not stirring regularly)<br>- Beans are properly hydrated<br>- All ingredients with a hinged lid must be stirred regardless if the line is in use<br>- Hinged lids should be closed while individual ingredients are not in use
-
FLF 2.3 Oil is clean and ready to fry<br><br>-Oil is clean per the oil test stick<br>- Only a few crumbs or pieces allowed floating in oil (always skim)<br>- Oil is at proper level (between min and max line in fryer)
-
FLF 6.2 Prep guide is completed and followed<br><br>- Prep guide is posted, filled out and followed<br>- Hot ingredients, Evo, Taco Tower, and heated cabinet should not exceed guide quantities<br>- Cold ingredient quantities made don't have to match guide
-
FLF 5.1 Packaging is stocked on the line<br><br>- All wraps, bowls, lids, boxes, and containers stocked<br>- Wraps must be stocked with ink side down
-
FLF 3.2 Coffee machine is ready to serve <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)
-
FLF 3.5 Cheese & Sauce pump working <br><br>- Pumps are working correctly and have proper red/yellow collars, sleeves & retaining nuts<br>(.5 point)
-
FLF 6.1 Food champion certified in current experience<br> <br>- Food champion completed all Food Champion LZ courses for current experience. <br>- MIC to select any 1 food champion on shift and verify all experience FC courses are completed.<br>*Recommendation: RGM print training & keep in folder in case LZ will not pull report. <br>- Acceptable forms for verification: LZ, printed completion certificate or signed TOG <br>(.5 point)
RIGHT
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
-
RE 1.3 Customer receives what the ordered<br><br>- Complete and accurate order recieved<br>- No missing or wrong items or missing or wrong ingredients
-
RE 1.4 Customer gets the extras with their order<br><br>- Napkins and utensils where appropriate provided (if food item requires a lid, utensil should be provided)<br>- Sauces (correct type) and condiments provided if requested<br>- Straws provided with beverages
-
RE 1.2 Food looks full and meets weight targets<br><br>-Specialist weighs each food item and observes to ensure full look
-
RE 1.1 Food is at the right temperature<br><br>- Specialist temps the food by inserting the thermometer in the protein (or beans if no protein is available)<br>- 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.
-
RF 1.1 Specialist receives what they ordered<br><br>- Complete and accurate order recieved<br>- No missing or wrong items or missing or wrong ingredients
-
RF 1.2 Food looks full and meets target weight<br><br>- Specialist weighs each food items and observes to ensure full look
-
RF 3.2 Correct packaging is used<br>(Also evaluated during Customer Shop)<br><br>- All food items in correct wrap or packaging, placed neatly in bag<br>- Beverages are served in the correct cup
-
RF 3.3 Food wrapped to correct corner <br><br>-Food items placed in wrap are wrapped to correct corner<br>(.5 points)
FOLLOW 6 TRANSACTIONS - Specialist to follow 6 full transactions: 3 at the front counter and 3 at the Drive-Thru.
-
RF 2.1 Check # of items in bag & verbally confim # w/customer<br>(Also evaluated during Customer Shop)<br><br>OPTIMIZED STANDARD FOR 3RD STEP IN TRIPLE CHECK:<br>-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 KDS)<br>-They will then verbally confirm the number of food items to the customer at the DT window<br><br>1) Greet at OCB with friendly hello within 5 seconds<br>2) Drink Upsell<br>3) Repeat Order/OCB confirmation<br>4) Line communication of each build<br>5) Expeditor bags order<br>6) Re-greet at window<br>7) Conduct Transaction, provide drinks, and offer sauce<br>8) Check Order<br>9) Count # of items and verbally confirm # of itmes w/ customer
-
RF 2.2 Correct receipt and bag stuffers are used <br>(Also evaluated during Customer Shop)<br><br>- Only approved receipt paper with standard heading and bag stuffers used<br>- No attempting to influence customer through unapproved incentives related to customer survey<br>(.5 point)
REMAINDER OF VISIT
-
RF 4.1 On the line communication <br><br>- Line communication at beginning or end of each order and for special items<br>- If only 1 person on line expeditor should communicate order to Service Champion. <br>- There should be continuous communication throughout the visit.<br>(.5 point)
-
RF 3.1 Grease pencil available and being used <br><br>- Only approved grease pencil should be in use<br>(.5 point)
AUTHENTIC
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
-
AE 1.1 Customer greeted within 5 seconds<br><br>- If customer asked to wait, must be re-greeted in 10 seconds
-
AE 1.2 Hello is Friendly
-
AE 1.3 Order is repeated with total<br><br>- OCB confirmation or Repeated back to customer
-
AE 1.4 Goodbye is friendly
-
AE 1.5 Sauce and Drink offered
AUTHENTIC - FUNDAMENTALS
FOLLOW 6 TRANSACTIONS - Specialist to follow 6 full transactions: 3 at front counter and 3 at the Drive Thru
-
AF 1.1 Customer greeted within 5 seconds<br><br>-If customer asked to wait, must be re-greeted in 10 seconds
-
AF 1.2 Hello is friendly
-
AF 1.3 Order is repeated with total<br><br>- OCB confirmation or Repeated back to customer
-
AF 1.4 Goodbye is friendly
-
AF 1.5 Sauce and Drink Offered
-
AF 4.1 Customer called by name<br><br>- Observe 3 transaction at front counter<br>- Service Champion asks for customer names during ordering process<br>- Expeditor uses customer names when order handed to customer<br>(.5 point)
REMAINDER OF VISIT
-
AF 1.6 Open hours posted<br><br>- Hours of operation posted at each entry and on Drive Thru window<br>- Every day of the week represented on the window cling<br>- The restaurant open per posted hours
-
AF 2.1 Team is in the right uniform<br><br>- 1-2 Team Members with issues = 1/2 point loss<br>- 3+ Team Members with issues = 1 point loss<br><br>Team wearing right:<br>1) Black pants<br>2) Solid black shoes<br>3) Solid black belt (required for managers with tucked shirt)<br>4) Correct Shirt, Apron and Hat<br>5) Approved Sweatshirt or Jacket (Drive Thru Only: Solid black gloves & beanies)<br>6) Nametags (Not required, however if worn everyone needs name tag at same level)<br>7) Team looks good (Check grooming and uniform guidelines in Answer System)<br>8) No smoking in restaurant, customer areas, or during a restaurant task or full point value lost<br>9) No cell phone use within customer view or full point value will be lost
-
AF 3.1 Service Champion certified<br><br>- SC has completed all LZ Service Champion courses<br>- RGM to randomly select a Service Champion on shift and pull their current Experience<br>(.5 point)
HUSTLE
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
-
Order delivered fast<br><br>- Specialist will measure Order, Window and OTD times. The restaurant will only need to hit either Order and Window time or OTD<br>- Order time less than or equal to 50 secs @ Peak (75 secs other day parts or weekends)<br>- Window time less than or equal to 50 secs @ Peak (75 secs other day parts or weekends)<br>- OTD less than or equal to 3:30
HUSTLE - FUNDAMENTALS
REMAINDER OF VISIT
-
HF 4.1 MIC is leading the shift<br><br>- The MIC can deploy as needed in a shift, as long as they are not doing Prep or working the Steam position
-
HF 1.1 Two headsets worn and working on every shift
-
HF 2.1 Deployment chart posted and filled out<br><br>- Specialist will observe that the approved Taco Bell deployment chart is posted and filled out
-
HF 3.2 Clamshell grill is working<br><br>- Grill in good working condition and is not warped<br>- Timer is set to 17 seconds<br>- Temperature of grill is set to 517 degrees (+/- 5 degrees)
-
HF 3.3 DT station is stocked and ready<br><br>- Condiments, sauces, napkins and utensils<br>- Beverage and Frozen beverage dispenser cups
-
HF 3.1 Melter cavities are working<br>- Both melter cavities are working<br>- Melters melt in one cycle<br>
BEST ON BLOCK -Best on Block will be assesed on a scale as outlined below. Specialist will determine where a restaurant falls on the scale and score each standard accordingly. *If scored differently than with scale below, it will be noted on the line item. RESTAURANT RETAINS ALL POINTS: 4: World Class - no touch up needed - no repairs needed - no cleaning issues 3: Acceptable - Issues not immediately noticeable - Minor touch-ups - Meets most requirements RESTAURANTS LOSES ALL POINTS 2: Noticeable repairs needed - Detracts from customer visit - No perceived cleaning system in place 1: Major customer distraction/concern - Major repairs and touch ups - Not Acceptable
BEST ON BLOCK - THE EXPERIENCE -I want to hang out at my Taco Bell
CUSTOMER TOUCH POINTS BEST ON BLOCK: DRIVE THRU LANE
-
BBE 1.1 Drive Thru Pad clean and maintained<br>(.5 point)<br><br>- No large visible trash<br>- Pad is not falling apart (loose and crumbling, pot holes, oil build up)<br>- Curb is good (not loose and crumbling, or excessive paint chipping if painted)<br>- Tire marks are ok<br><br>
-
BBE 1.2 No large visible areas of gum<br>(.5 point)
-
BBE 1.3 Drive Thru Window clean and working<br><br>- Drive Thru Window is clean and/or not dusty<br>- Drive Thru Window is not cluttered
-
BBE 1.4 OCB is clean and working<br><br>-OCB is required at all Drive Thrus<br>-Order post or OCB (including OCB canopy if present) is Best on Block
CUSTOMER TOUCH POINTS BEST ON BLOCK: INTERIOR
-
BBE 2.1 Dining Room furniture is clean and working<br><br>- Scratches or marks on tables, or chairs easily viewed by customer if standing from customer walk way<br>- Removeable and/or offensive graffiti must be removed or painted over<br>- Tears in cushion seating must be repaired<br>- Trash receptacles are best on block
-
BBE 2.2 Dining Room walls, floors and windows are clean and working<br><br>- All lights are working<br>- Paintings or signs are clean and look good<br>- Ceiling tiles are clean and are not stained<br>- Floors are clean with no large visible pieces of trash<br>- No large scratches or marks on the walls that are noticeable to the customer<br>- Floor mats present at all entrances & drink station
-
BBE 3.1 Condiment station is clean and working<br><br>- Condiment Station clean and free of damage, spills or trash<br>- All sauces are available in the inserts (if there are more inserts than sauces it is ok to have an empty insert)<br>- Napkins are stocked<br>(.5 point)
-
BBE 3.2 Drink Station is clean and working<br><br>- Drink station clean and free of spills and trash<br>- No stains on the counter top or on the sides of the machine (syrup stains or water scale)<br>- Stocked with cups/lids/straws<br>- Fountain metal receptacle not rusted
-
BBE 3.3 Drink Labels are on the drink equipment<br><br>- No missing labels and functioning ADA buttons<br>- Fountain translite as shown in Roadmap<br>(.5 point)
-
BBE 3.4 Kitchen site line / Counter clean and clutter free<br><br>This is the visible area of the kitchen from the counter. Includes all equipment floors and walls from the dining room side of the front counter.<br>- Kitchen floor should be clean without large visible mess<br>- Equipment looks reasonably clean for a working kitchen<br>- No storage of cleaning supplies (spray bottles, brooms, etc.) within front counter area or within customer view<br>- Front counter should only contain approved register toppers, donation canisters, and gift card displays<br>- Mint, Sauce, Water Containers NOT displayed on front counters<br>- Team Member messaging not within customer view (includes recognition certificates and plaques)<br>- No additional decor should be added (Holiday decor permitted during Holiday months)<br>
BEST ON BLOCK - THE FUNDAMENTALS: EXTERIOR
-
BBF 2.1 Outside of the building clean and maintained<br><br>-Walls are Best on Block<br>-No large areas of scratched paint or blackened paint in an area<br>- Removable and
-
BBF 4.1 Parking lot and sidewalks are clean and maintained<br><br>- No visible trash<br>- Lot is not falling apart (loose and crumbling)<br>- Parking curbs in good condition (not loose and crumbling)<br>- No large potholes in the parking lot<br>- Stalls should not have heavy buildup (not pooling oil)<br>(.5 point)
-
BBF 1.2 Landscaping is Best on Block<br><br>- Landscaping is the same throughout, without major blemishes<br>- Landscaping clean with no visible trash to the customer<br>- No balding or large visible areas of dirt<br>- No large areas of fiber visible under rocks. Plants are alive and well overall.<br>- Landscaping not covering menuboard<br>(.5 point)<br>
-
BBF 3.1 Outside signage clean and working<br><br>- Exterior signage must be Best on Block<br>- Directional signs, poles, road signs, lighting<br>- Clearance bar working and well maintained<br>- Removable and/or offensive graffiti must be removed or painted over<br>- Signs should not have large soiled or damaged areas<br>- POP Banners/Flags properly displayed and visible<br>- All lights are working (If any Taco Bell logo signs are out the point value for this standard will be lost)<br>(.5 point)
-
BBF 3.2 Outside trash cans and dumpster is clean and maintained<br><br>- All trash receptacles and dumpster is clean and maintained<br>- Dumpster pad is clean and not crumbling<br>- Dumpster gate is clean and not damaged<br>(.5 point)
-
BBF 8.1 Restroom walls, floors and fixtures are working<br><br>- Bathroom Fixtures (i.e. toilet, urinal, sink) no leaks, functioning and mounted correctly, turn on and off<br>- Soap, toilet paper, paper towel dispenser, hand dryer, and air freshner are working properly<br>- Sinks, faucets, mirrors (mirrors not required to be installed) working properly<br>- Stall doors, walls, baby changing station and trash cans working properly
-
BBF 8.2 Restroom walls, floors, fixtures are clean and stocked<br><br>- Bathroom fixtures (i.e. toilet, urinal, and sink) are clean<br>- Soap, toilet paper, and paper towel dispensers are clean and stocked<br>- Sinks, faucets, mirrors, hand dryer and air freshner are clean and stocked<br>- Stall doors walls, baby changing station and trash cans are clean and stocked<br>- 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 menu-board clean and working<br><br>- Drive Thru menu-board is clean and does not have cracks in the plexi-glass or has light gaps<br>- No large areas of scratched or blackened paint in one area<br>- Big Advertising Cup (BAC) is working (Frame and POP are complete and look good)<br>- All lights working and color of lights match
-
BBF 5.2 Drive-Thru menu-board pricing is correct<br>(Scored as 4 or more issues resulting in lost point value)<br><br>- Mismatched numbers, colors, no yellowing of price tiles/pockets<br>- Missing numbers, dollar sign, or decimal point<br>- If a price is missing from an item the full point value will be lost<br>(.5 point)
-
BBF 5.3 Front Counter menu-board is clean and working<br><br><br>- Front Counter menu-board is clean and does not have cracks in the plexi-glass or has light gaps<br>- No large areas of scratched or blackened paint in one area<br>- All lights working and color of lights match
-
BBF 5.4 Front Counter menu-board pricing is correct<br>(Scored as 4 or more issues resulting in lost point value)<br><br>- Mismatched numbers, colors<br>- Missing numbers, dollar sign, or decimal point<br>- If a price is missing from an item the full point value will be lost<br>(.5 point) <br>
-
BBF 5.5 POP and messaging clean and current<br><br>- Should be posted neatly on the windows without lots of air bubbles<br>- POP should not be cut (if it does not fit in window trimming to size is ok)<br>- POP should follow current Roadmap<br>- No posting or placement of items not specified in Roadmap (i.e. hand made signs)<br>- Permits that must be displayed should go in hallway to bathroom<br>(.5 points)
-
BBF 6.1 WiFi working in the dining room<br><br>- WiFi for customers should be working in the dining room<br>(.5 point)
REWARDS & WATCHOUTS
REWARD - possible reward points +3 (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)
-
Team Member priority sequence knowledge check
-
1) Serve Guest (#1 priority, whatever else you are doing helping customer comes first)
-
2) Stock and clean the front line, register counter, and dining room
-
3) Clean outside, restrooms, and empty trash cans
-
4) Sweep and mop
-
5) Hot Prep (Prepare hot ingredients according to the prep schedule)
-
6) Dishes (Wash pots, pans and utensils)
-
7) Cold Prep (prepare produce and other ingredients as needed)
-
8) Scheduled cleaning (work in the daily/weekly/monthly cleaning tasks)
-
Service Champion make-up card knowledge check<br>(This knowledge check is for Team Members, not MICs)<br><br>-Explain what is and how it is redeemed
-
Breakthrough Behaviors<br><br>-Opening doors, refilling drinks, taking trays from tables
WATCHOUTS - possible point deductions -30 (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)
-
AC Involvement (-10 points)
-
Parked car during visit (-10)
-
Brand Protection (-10)<br><br>-Major disruption, shouting/cursing, customer being questioned or argued with
Summary
-
Ops Score:
-
Food Safety Significant Deviations:
-
AT STANDARD - No significant deviations
-
UNDER-PERFORMING -1 or more significant deviations
-
Food Safety Deviations:
-
AT STANDARD - 14 or fewer total deviations
-
UNDER-PERFORMING -15 or more total deviations
-
Manager In Charge:
-
Auditor:
