[RESTAURANT NAME] QUALITY ASSURANCE PROGRAM
I. OVERVIEW 1. The Importance o Q!a"#t$
[Restaurant name] has name] has built a successful business by serving EXCELLENT f! accm"anie! by EXCELLENT service# at reasnable "rices# in a clean# $ell%maintaine! facility& [Restaurant Name] 'uality stan!ar!s ensure that guests remain lyal an! visit ur restaurants again an! Name] again&
Cm"et Cm"etiti itin n fr restaura restaurant nt !llar !llarss is fierce fierce## an! $hen $hen a custm custmer er has (ust (ust ne me!ic me!icre re e)"erience they may never return# nt (ust t the ffen!ing restaurant# but t any restaurant in the rgani*atin& They may als tell frien!s an! c$r+ers# an! recmmen! that they nt g t that restaurant either& Since an enrmus effrt is ma!e t attract guests t [Restaurant Name]# Name]# $e sim"ly can,t affr! t !isa""int even ne guest&
The -uality Assurance chec+lists $ill hel" the Management maintain a high !egree f vigilance ver the "eratin f the restaurant&
%. Con&tenc$
A!herence t the ."erating stan!ar!s ensures that ur guests receive a cnsistent e)"erience at all restaurant restaurant lcatins& lcatins& A cnsistent cnsistent e)"erience e)"erience is im"rtant because guests might becme cnfuse! an!/r angry if "rtin si*e# f! 'uality# r service !iffers frm ne restaurant t anther&
.ften Em"lyees may feel that they are 0!ing a custmer a favr0 t give a larger "rtin r sme smeth thin ing g e)tr e)tra& a&
1n !in !ing g s# s# h$ev h$ever er## they they crea create te a fals falsee e)"ec e)"ecta tati tin n that that $ill $ill caus causee
!isa""intment the ne)t time the guest visits&
2r that reasn reasn $e as+ Managem Management ent an! all em"lye em"lyees es t maintain maintain the [Restaurant Name] Stan!ar!s f ."eratin&
'. Rat#n( S$&tem
-uality -uality Assurance Assurance Chec+lists Chec+lists have been !evel"e! fr use by the restaurant restaurant Management Management team n a mnthly basis& 1n a!!itin# the $ners# franchisr# r their re"resentative $ill cm"lete these chec+lists fr each unit n a 'uarterly basis&
The t" "ssible scre is 3#444& 1f a restaurant restaurant falls falls bel$ a scre f 564# serius changes must be ma!e in the "eratins f the unit& An actin "lan $ill be !evel"e! t a!!ress any !eficient areas# an! it $ill be the res"nsibility f the Management Team t im"lement an! e)ecute the "lan& T$ 'uarterly ratings bel$ 564 are grun!s fr !isci"linary actin& All rating sheets are fun! n the fll$ing "ages&
[Restaurant Name] -uality Assurance 7rgram
8
II. QUALITY ASSURANCE SCORECAR) Cate(or$ 9uest Service A!ministratin 2! -uality 2.< Cleanliness =.< Cleanliness Management Ttal Scor#n( E)cellent 9!
Po&*"e Score :64 ;4 :64 344 344 >4 3444
1+++,-+ 2air ?>?%?44 7r
Act!a" Score
5??%564 5>?%
Note&/Comment&0
9uest Service
A!ministratin
9ames -uality
=everage/2! -uality
[Restaurant Name] -uality Assurance 7rgram
:
Cleanliness
Management
Revie$e! by@
[Restaurant Name] -uality Assurance 7rgram
ate@
>
III. GUEST SERVICES CHECKLIST Date:
Page 1
Date:
Page 1 Item
Possible
Points
Points Earned
Notes
Drive Tro!"#$ront Door Servi%e#E&'erien%e in (!e!e )bservation # Visit 1 $ '
1 ' . 3 4 5 10 11
There is information explaining to guests how to enjoy their experience at [Restaurant Name] Paper menus are well stoc!e"# colorful# an" clean Pictures of [Restaurant Name] specials%specialties an" feature" items are clean# &right# an" in goo" repair The line mo(es at smooth# )uic! pace *indo+#Casier#Sales E&'erien%e )bservation # Visit *ll guests are greete" with a sincere smile an" +,elcome to the [Restaurant Name]- while ma!ing eye contact *ll ,in"ow%/ashier uniforms are cleane" an" presse"# no stains or fa"ing ,in"ow%/ashier uses their own personality to intro"uce themsel(es# an" they ma!e a connection with the guests ,in"ow%/ashier always mentions the pecials%pecialties an" our signature "rin!s 2enu &oar"s are clean# easy to rea"# an" in goo" repair /ommunications are clear an" easily un"erstoo" ,in"ow%/ashier meets the guests nee"s &y suggesti(ely selling specific "rin!s an" menu items ,in"ow%/ashier mentions specific "esserts an" remin"s guests to sa(e room for "essert ,in"ow%/ashier rea"s &ac! or"er to guest to ensure or"er accuracy ,in"ow%/ashier exhi&its thorough menu an" pro"uct !nowle"ge# an" completes all or"ers completely an" accurately /ontinue"6
Possible S%ore ,or Tis Pa"e
10 10 10 10
1. 10 10 10 10 10 10 10 1. 1. 1..
G!est Servi%e Ce%-list [Restaurant Name] -uality Assurance 7rgram
6
Date:
Page Item
1
1$ 1'
,in"ow%/ashier )uic!ly an" accurately processes guests payment following all [Restaurant Name] proper cash han"ling proce"ures ,in"ow%/ashier or"er pic! up au"i&le an" clear ,in"ow%/ashier engage the guest at foo" pic! up area an" says +than! you- an" +see you tomorrow-
Possible
Points
Points Earned
Notes
10
10 1.
E&'o )bservation#Visit 1 $ ' .
1
$ '
.
3
*ll foo" meets )uality an" appearance stan"ar"s 7xpo ensures completeness an" accuracy of the or"er &efore "eli(ery to the guest 7xpo ensures the correct pac!aging of all pro"ucts 8 nap!ins# straws# etc 7xpo ensures proper con"iments with each or"er 7xpo constantly monitoring an" "ri(ing tic!et times ana"er Servi%e )bservation 2anager is "resse" professionally 2anager is present in the operations "uring all PE/K times# acti(ely assisting employees an" guests 2anager has properly set up the shift for success# assigne" si"e wor!# an" is setting the tempo 2anager is re(iewing hourly sales reports for &usiness tren" fluctuations# reacting accor"ingly 2anager is acti(ely wor!ing 7xpo to ensure foo" )uality# proper portions# presentations# an" consistency9 2anager is +touching- at least 50 of the plates that go out 2anager ensures that all employees are +Than!ing ; in(iting- guest &ac! as they lea(e 2anager
[Restaurant Name] -uality Assurance 7rgram
1. 1. 10 10 0
10 10
10 10
0
10
0 15.
;
IV. /DINISTR/TI)N CHECKLIST Date:
Page 1 Item
Possible Points
Points Earned
Notes
HR S0STES 1 TR/INING /ND CERTI$IC/TI)N REVIE* 1
$
*ll 7mployees ha(e complete" the training an" ha(e &een certifie" 8 Certi,i%ation %erti,i%ate on ,ile *ll 7mployees ha(e complete" >rientation an" re(iew of the 7mployee ?an"&oo! *ll 7mployees clearly un"erstan" the [Restaurant Name] culture an" (alues
10 . .
HR S0STES 1 /DINISTR/TIVE REVIE* 1
,or! sche"ule is complete" wee!ly for all employees /urrent jo& openings an" applications rea"ily a(aila&le
$ $
HR S0STES 1 EPL)0EE C)UNIC/TI)N REVIE* 1 $ '
7mployee communication meetings are hel" regularly@ minutes !ept on file 7mployee Anformation Boar"s !ept upCtoC"ate 7mployee timeCoff is sche"ule" at least two wee!s in a"(ance *ll 7mployee re(iews complete" as sche"ule" an" forms onCfile
. . $ $
HR S0STES 1 LE/DERSHIP /ND DEVEL)PENT REVIE* 1
1C super(isors are "e(elope" an" a&le to run shift ,ee!ly 2anager meetings inclu"e training on an aspect of [Restaurant Name] ser(ice# culture# stan"ar"s# etc9
$ $
SC)RE2)/RDING /ND C)UNIC/TI)N REVIE* 1 $ '
[Restaurant Name] ?istory is poste" in prominent place [Restaurant Name] alues an" 2ission is poste" in prominent place Eair Fa&or tan"ar"s Boar" poster GHnite" tates unitsI is poste" in a prominent place Hniform stan"ar"s poster is poste" Possible S%ore ,or Tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
$ $ $ $ .0
B
V. $))D (U/LIT0 CHECKLIST Date:
Page 1 Item
Possible Points
Points Earned
Notes
2)H 1 LINE REVIE* 1 $ ' . 3 4 5 10
*ll line coo!s are wearing the re)uire" [Restaurant Name] uniform *ll line coo!s are wearing proper hair restraints or hats Fine chec!s are complete" each shift "aily Picture menu poste" on line an" legi&le Juality training % portioning materials are laminate" an" poste" at each section /ol" storage for con"iments is at correct temperature 8 '0 E or &elow ?ot torage for prepare" foo"s is at a correct temperature 8 1'. E or a&o(e *ll foo" is "ayC"otte"# reflecting accurate shelf life an" properly rotate" using EAE> Proper portioning tools are in goo" con"ition an" present on e(ery station *ll menu items are prepare" to recipe an" specifications
. . . . . 10 10 . 10 .
2)H 1 PREP REVIE* 1 $
' .
Prep coo!s are wearing the re)uire" [Restaurant Name] uniform Prep coo!s are wearing the proper hair restraints or hats Prep ingre"ients % pro"ucts are all outsi"e the +Danger Kone- 8 either &eing rapi"ly coole" to '0 E or heate" to 1'. E or a&o(e Recipe &oo! is present an" &eing a"here" to for each recipe Prep list is complete" accurately an" &eing followe" Prep coo! is wor!ing on or less items at a time to pre(ent +Danger Kone- (iolations Possible S%ore ,or Tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
. . 10 10 . . 1'.
5
$))D (U/LIT0 CHECKLIST Date:
Page Item
Possible Points
Points Earned
Notes
2)H 1 TR/INING /ND CERTI$IC/TI)N REVIE* 1
*ll line%prep coo!s are certifie" an" recipe teste" 8 certification certificate an" recipe test on file
10
*ll line%prep stations acti(ely using [Restaurant Name] recipes to prepare menu items
10
$
*ll B>? 7mployees clearly un"erstan" the [Restaurant Name] culture an" commitment to consistency an" )uality
.
LE/DERSHIP /ND DEVEL)PENT REVIE* 1
2anagers con"uct regular communication meetings@ minutes on file9
.
Litchen Anformation Boar"s up"ate" for each shift
.
2)H 1 SPEED /ND DELIVER0 S0STES 1
/loc! is poste" at expo
.
Muest or"ers are prepare" an" rea"y for pic!Cup within . minutes9
.
Possible S%ore ,or Tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
.
?
$))D (U/LIT0 CHECKLIST Date:
Page $ Item
Possible Points
Points Earned
Notes
2)H 1 /N/GER $UNCTI)N REVIE* 1
2anagement !eeps accurate an" up"ate" or"er &oo!s 8 pars up"ate" at least monthly
10
*ll items on the prep list are Juality an" iel" teste"%management tastes complete" prep items to ensure recipe a"herence an" consistency
10
$
2anagement monitors the expo counter to ensure foo" )uality an" )uic! pic! up of or"ers
.
'
2anagement completes%appro(es prep lists "aily# accurately completing list to reflect unit usage
10
.
2anagement o(ersees receipt of all pro"ucts# ensuring pro"uct specifications# )uality# weights an" &illing accuracy
.
PR)DUCT T/STE3 TE4TURE /ND TEPER/TURE 1
Glist prepare" foo" items hereI
. .
$
.
'
.
.
.
.
3
.
4
.
5
.
10
.
11
.
1
.
1$
.
1'
.
1.
.
1
. Possible S%ore ,or tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
1'0
34
VI. $)H CLE/NLINESS CHECKLIST Date:
Page 1 Item
Possible Points
Points Earned
Notes
SIGN/GE /ND E4TERI)R LIGHTING REVIE* 1
$
>utsi"e sign is in goo" con"ition an" the lighting is wor!ing *ll exterior lighting is in goo" con"ition an" wor!ing9 Par!ing lot lights are aime" correctly for e(en light "istri&ution an" correct &rightness ?an"icap par!ing signs are in place# poles straight
.
.
DUPSTER /ND TR/SH /RE/S REVIE* 1
$
Dumpster is enclose" with gates that are in goo" con"ition an" is loc!e" an" secure" Dumpster li" is tightly close" an" no offensi(e o"ors or ro"ent infestation are aroun" trash area *rea aroun" outsi"e trash &in is clean an" painte"# an" all trash is pic!e" up Possible S%ore ,or Tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
14
33
$)H CLE/NLINESS CHECKLIST Date:
Page Item
Possible Points
Points Earned
Notes
P/RKING L)T /ND L/*N REVIE* 1
$
'
.
Par!ing lot entrance an" exit are easy to see an" free of (isual o&struction when pulling in or out Par!ing lot is a&solutely clean 8 no "irt# trash# or wee"s CC an" in goo" con"ition 8 no potholes or crac!s in concrete that present a tripping haOar" The si"ewal!s an" areas in the front an" si"es of the restaurant all the way to the street are clean an" clear of trash# power washe" monthly9 *ny small steps aroun" or going into the restaurant ha(e &een clearly mar!e" with white or yellow paint so that no one can trip ?an"icap space striping meets *D* re)uirements9 The wal!way is safe an" negotia&le for "isa&le" people Gas per *D* regulationsI The lan"scaping is trimme"# lea(es an" trash remo(e"# &ushes are trimme"# an" is wee" free
R))$ /ND */LLS REVIE* 1
Paint on outsi"e walls is correct color# in goo" con"ition with no graffiti anywhere Roof is free of lea!s an" in goo" con"ition Possible S%ore ,or Tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
1'
38
$)H CLE/NLINESS CHECKLIST Date:
Page $ Item
Possible Points
Points Earned
Notes
$R)NT D))RS /ND VESTI2ULE REVIE* 1 $
Eront "oors are clean an" polishe" Eloor is clean# "ry an" nonCslippery No clutter is in entryway or ,in"ow%/ashier stan"@ e(erything is in its place inclu"ing neat stac!s of menus
GUEST /RE/ 5 CEILINGS 1 $ ' .
Downlights are all clean# functioning an" lit with no &urne" out &ul&s *ll corners an" joints are clean an" free of (isi&le "ust an" "irt *ll expose" ceiling area is clean an" free of (isi&le "ust an" "irt /eilings are in goo" con"ition an" free of lea!s or grease /eiling */ (ents an" areas aroun" them are clean
GUEST /RE/ 5 T/2LES 1
$ '
*ll ta&le tops are clean an" in goo" repair *ll ta&le top items are clean# properly stoc!e" an" in goo" repair 8 sugar ca""ies# salt an" pepper sha!ers# ashtrays *ll ta&le an" chair legs cleane" an" polishe"9 Ta&les an" chairs "o not wo&&le eats an" &ac!s are clean an" in goo" con"ition on chairs Possible S%ore ,or Tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
'
3:
$)H CLE/NLINESS CHECKLIST Date:
Page ' Item
Possible Points
Points Earned
Notes
GUEST /RE/ 1 */LLS#*IND)*S 1 $
,all pictures are straight an" polishe"# Af lighte"# lights are wor!ing an" properly aime" ,all paint is clean an" free of fingerprints or stains *ll artifacts are clean# in goo" repair an" properly positione"
GUEST /RE/ 5 $L))RS 1
Eloors an" carpete" areas are swept an" moppe" with "isinfectant cleaner# no crac!s or chips Eloors are free of spills or wet spots# wet floor signs are out where nee"e"
GUEST /RE/ 1 *)RK ST/TI)NS 1 $
*ll croc!ery an" utensils store" in E>? areas are store" appropriately ,or! stations are wipe"# sanitiOe"# in goo" repair an" free of any personal items Dirty "ishes# glasses# flatware are not allowe" to accumulate at wor!station
GUEST /RE/ 1 ISC. 1 $
P> screens are clean an" clutter aroun" them has &een remo(e" Telephone is clean an" polishe" afety cones use" whene(er floor is wet Possible S%ore ,or tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
3>
$)H CLE/NLINESS CHECKLIST Date:
Page . Item
Possible Points
Points Earned
Notes
RESTR))S REVIE* 1
7ntry "oors are clean# in goo" con"ition# an" la&ele" Eloor "rains are wor!ing# clean# an" co(ere"# with no o"or9 Eloors are moppe" an" "isinfecte" $ *ll walls an" "i(i"ers are clean an" free of graffiti ' ?ot an" col" water are a(aila&le . Toilets an" urinals are clean an" sanitiOe"# an" are properly secure" to wall or floor# an" seats are firmly secure" to toilet &owl Toilet paper is stoc!e" 3 Paper towel an" soap "ispensers are full Gno &ar soapI 4 ?an" sin! &asin an" counter are cleane" an" polishe"# mirrors are polishe" an" free of stains# an" in goo" repair 8 no crac!s an" chips 5 Trash is emptie" an" trash containers are clean insi"e an" out 10 7xhaust fans are clean an" wor!ing# an" "eo"orants are use" for "isinfecting an" pleasant smell 11 The room is e)uippe" for "isa&le" people Gas per *D* regulationsI Possible S%ore ,or Tis Card
[Restaurant Name] -uality Assurance 7rgram
36
VII. 2)H CLE/NLINESS CHECKLIST Date:
Page 1 Item
Possible Points
Points Earned
Notes
C))KING /ND PREP /RE/S REVIE* 1 $ ' . 3 4 5 10
11
Broiler area is clean@ area is neat Eryers ha(e &een cleane"# an" oil is in goo" con"ition ?oo"s are polishe"# an" (ents are clean an" operating properly ,or! areas an" cutting &oar"s are cleane" often an" sanitiOe" ?an" washing sin! is near&y an" use" often &y coo!s Gwater temp9 correctI
$ $ $ $ $
Trash receptacles are clean an" sanitiOe"
$
No trash or empty &oxes are littering area
$
,alls are clean an" stain free
$
/eilings are clean an" in goo" con"ition Fighting is clean# &right# an" all &ul&s are wor!ing Gno "ar! areasI# an" safety shiel"s are in place Doors to !itchen are cleane" &oth si"es
$ $ $
2)H S/$ET0 REVIE* 1 $
Ru&&er mats an" carpets are in place in appropriate areas to pre(ent slips pills are moppe" imme"iately 8 wet floor signs use" when nee"e" 7)uipment is properly groun"e" with a $C prong plug# N) E4TENSI)N C)RDS3 an" all plugs ha(e faceplates Possible S%ore ,or tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
$ $ $
'
3;
2)H CLE/NLINESS CHECKLIST Date:
Page
Item
Possible Points
Points Earned
Notes
C))KING /ND PREP /RE/S REVIE* 1
Eloors are clean an" in goo" repair
hel(es are a minimum of - from floor an" are stan"ing firmly or securely wallCmounte" 8 no sha!y feelings *ll ceiling lights are functioning
$
Foc!s on &ac! "oor# office "oor# an" safe are in wor!ing con"ition9 Bac! "oor is !ept loc!e" at *FF times . Bac! "oor is clean an" paint is in goo" con"ition
$ $ $
'
Prep sin!s are clean an" in wor!ing or"er# free of lea!s
$ $ $
EPL)0EE /RE/ REVIE* 1
7mployee loc!ers are clean# cleare" of trash# an" in goo" con"ition
$
C))LER#$REE6ER /RE/S REVIE* 1 $ '
*ll items are co(ere" an" on shel(es 8 nothing on floor or sitting on &oxes of other items Thermometer rea"s 0 "egrees for freeOer Thermometer rea"s '0 "egrees or less for cooler Atems are place" correctly for firstCin % firstCout GEAE>I usage Possible S%ore ,or Tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
$ $ $ $
$$
3B
2)H CLE/NLINESS CHECKLIST Date:
Page $
Item
Possible Points
Points Earned
Notes
PLU2ING#DISH*/SHING REVIE* SINK 1 $ '
.
$Ccompartment sin! is clean an" wor!ing# with no lea!s in any of the sin!s The first sin! has soapy water at 10C1$0E The secon" sin! has clear rinse water 10C 1$0E The thir" sin! has clean water with sanitiOer 50C110E9 Atems are left in sanitiOer for a minimum of minutes or as health co"e an"%or "irections on the sanitiOer re)uire Test strips are easily a(aila&le to test sanitiOer an" "ish temp Possible S%ore ,or Tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
. . .
.
.
.
35
VIII. /N/GEENT CHECKLIST Date:
Page 1
Item
Possible Points
Points Earned
Notes
PERS)NNEL $ILES REVIE* 1
$
'
*ll personnel ha(e &een through proper re(iews "uring their pro&ation perio" *ll personnel ha(e ha" their appropriate re(iews# with notes an" forms fille" out an" in their files *ll personnel files are up to "ate# an" accurate AC5 forms on all personnel ha(e &een sent to corporate *ll personnel files contain copy of 7mployee han"&oo! signature
$ $
$
$
S/LES REP)RTING /ND C)NTR)LS REVIE* 1
Daily sales reports are complete" up to "ate Daily Ley Atem An(entories complete"# accurate an" enforce" with the B>? staff
. 10
C/SH H/NDLING REVIE* 1
/ash an" sales reports &alance on a "aily &asis 8 o(er%short in(estigate" Ban! "eposit is accurate an" complete" "aily 8 authenticate" "eposit slip attache" to the cash report an" initiale" &y Meneral 2anager Possible S%ore ,or Tis Pa"e
[Restaurant Name] -uality Assurance 7rgram
. 4
'0
3?
I4. /CTI)N PL/N /ritical Assues:
Timeline 8 Dates for /ompletion:
Responsi&ilities 8 ,ho:
*ccounta&ility 8 Eollow Hp Re(iew:
2anager ignature
[Restaurant Name] -uality Assurance 7rgram
84