SHIFT MANAGER VERIFICATION TOOL

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1 Name of Manager Name of Verifier PC/Region Date Verified 1 SHIFT MANAGER VERIFICATION TOOL Position Position Store Day Part *Encircle the value 1 if your rating is YES or 0 if your rating is NO. Write N/A for sections or items not applicable to the restaurant and deduct from the total possible points. Add the values for each section and record them in the table on page 13. SHIFT MANAGEMENT KEY INDICATORS The shift manager should have the following information ready for the verifier to review during the verification: Current schedule Pre-shift checklists for day of verification Projected transactions/sales for day of verification Positioning guides List of menu items not currently available for purchase, if any Guest recovery log Shift Managers Log Has the Food Safety Checklist been completed 100% and in file for the last 30 days? Review checklist for the day and spot check completion eg; Use thru dates, Hand washing, AMH. Has pre shift planning been done? Can the manager show documented evidence of the completed Pre-Shift Checklist for that day? Is the shift adequately staffed to handle sales rate and optimise sales? (Including MDS Riders) Are the Crew positioned in accordance with the projected guest counts/sales and the recommended positioning guide and adjusted, as conditions dictate, throughout the shift? Are area managers assigned where appropriate during peak periods? (Production, Service, DT, MDS, McCafé) Does the shift manager observe and proactively identify potential Danger Zones and take effective action? Observe throughout the shift. If no, record applicable Danger Zone. Are Stations stocked 24/2 to ensure bottle necks are avoided? Is the second side of the prep table set up, turned on and being used appropriately? YES NO

2 Are all current menu items available for purchase? Are UHC charts in use? Is VCM in place with matching UHC levels? Are targets established, posted and effectively communicated? Ask 2-3 crew members if they know the current target. Does the shift manager conduct the travel path, set priorities and take appropriate action? Is rotation and stacking being done properly in freezers and refrigerators? Total for Section /14 QUALITY YES NO Is the serving temperature for carbonated drink(s) between 33 F to 36 F (0 C to 2 C)? Is the brew water temperature of Coffee between 195 F to 205 F (91 C to 96 C) and 30 minutes hold between 170 F to 180 F (77 C to 82 C)? Is the draw rate for soft serve between fl oz. in 10 seconds? Is the overrun of the soft serve at 58% Are the water filters dated and within their usage date and not on bypass? Is the water for Coffee properly calibrated (60 ounces and 200 F degrees +/- 5 F)? Is the soft serve/sundae topping properly calibrated for temperature (115 F to 125 F) or (46 C to 52 C) and volume (1 fluid oz./30 ml.). If no, document which topping isn't properly calibrated. Are grills properly calibrated to product temperature set points? Test grills for beef (4:1 and 10:1/ sausage). Refer to country-specific PQRG for required temperature set points. Grills: Are cooking times and set point temperatures correct on the controller? Refer to country-specific PQRG for time and temperature requirements. Fryers: Are cooking times and set point temperatures correct on the display? Refer to country-specific PQRG for time and temperature requirements. Are French Fries cooked according to procedures? Is oil quality within standard? If not, record which oil(s) is not within standard. Holding times on all products held at UHC are monitored and adhered to? If not, record which product(s) is not held to standards. Is overall tempering within standard? If not, record which product(s) is not tempered within standard. Are primary shelf lives of frozen and dry goods within standard and rotated? If not, record which product(s) are not within standard. Are sandwiches and menu items neatly prepared, dressed and wrapped? If not, record which product(s) does not meet standards. Are beverage and dessert equipment working properly? If not, record which equipment is not working properly. 2

3 FINISHED PRODUCT QUALITY Choose appropriate daypart to certify REGULAR MENU YES NO French Fries To receive points for this question, product must meet all the standards for appearance, temperature, taste and texture. Do these fries meet the McDonald's standards for appearance? If no, check reason(s) below: [ ] These fries have a greasy appearance [ ] These fries are not Golden Brown in color [ ] These fries length and distribution are not standard - too many short strands [ ] This serving was not a full serving of fries Are these fries served hot? Yes No Do these fries meet the McDonald's standards for texture? If no, check reason(s) below: Yes No [ ] These fries are not crispy on the outside [ ] These fries do not have the desired mealy, baked potato texture inside Do these fries meet the McDonald's standards for taste? If no, check reason(s) below: Yes No [ ] These fries do not have fresh potato flavor [ ] These fries do not have a clean oil taste [ ] These fries are not properly salted - not enough salt [ ] These fries are not properly salted - too much salt Cheeseburger To receive points for this question, product must meet all the standards for appearance, temperature, taste and texture. Does this sandwich meet McDonald's standards for appearance? If no, check reason(s) below: Yes No 3 [ ] Sandwich is not neatly assembled [ ] Sandwich is not built correctly [ ] The melted cheese does not have draped corners Is this sandwich hot? If no, record reason: Yes No Does this sandwich meet McDonald's standards for texture? If no, check reason(s) below: Yes No [ ] Beef is not tender and juicy [ ] Bun isn't soft, resilient and moist

4 [ ] Sandwich does not have moistness from melted cheese and sauce [ ] Pickles/onions limp Does this sandwich meet McDonald's standards for taste? If no, check reason(s) below: Yes No [ ] Bun does not have freshly caramelized bread taste [ ] Sandwich does not have seared, seasoned, mild beef flavor [ ] Sandwich does not have tanginess from ketchup and mustard [ ] Sandwich does not have acidic (sour) bite from dill pickle and mild onion [ ] Sandwich does not have creamy, mild cheddar cheese flavor Chicken McDo To receive points for this question, product must meet all the standards for appearance, temperature, taste and texture. Does this Chicken Mcdo meet McDonald's standards for appearance? If no, check reason(s) below: Yes No [ ] Chicken McDo is too flaky/ not fully covered [ ] Chicken McDo is dark in color Is this Chicken McDo hot? If no, record reason: Yes No Does this Chicken McDo meet McDonald's standards for texture? If no, check reason(s) below: Yes No [ ] Breading is not crispy [ ] Breading is too thick and tough [ ] Meat is dry and tough Does this Chicken McDo meet McDonald's standards for taste? If no, check reason(s) below: Yes No [ ] Chicken Mcdo does not have a clean oil taste [ ] Product does not taste good and fresh BREAKFAST MENU Hash Brown To receive points for this question, product must meet all the standards for appearance, temperature, taste and texture. Does this Hash Brown meet the McDonald's standards for appearance? If no, check reason(s) below: Yes No [ ] Hash Brown is too oily [ ] Hash Brown is not Golden Brown in color Is this Hash Brown served hot? Yes No 4

5 Does this Hash Browns meet the McDonald's standards for texture? If no, check reason(s) below: Yes No [ ] Hash Brown is not crispy on the outside [ ] Hash Brown does not have the desired moist potato texture inside Does this Hash Brown meet the McDonald's standards for taste? If no, check reason(s) below: Yes No [ ] Hash Brown does not have fresh potato flavor [ ] Hash Brown does not have clean oil taste [ ] Hash Brown is not slightly salty [ ] Hash Brown has burnt taste Hotcakes To receive points for this question, product must meet all the standards for appearance, temperature, taste and texture. Do these Hotcakes meet McDonald's standards for appearance? If no, check reason(s) below: Yes No [ ] Color light undercooked [ ] Color dark - overcooked/held [ ] Hotcakes were too small or too large Are these Hotcakes served hot? Yes No Do these Hotcakes meet McDonald's standards for texture? If no, check reason(s) below: Yes No [ ] Hotcakes are not fluffy [ ] Chewy and dry Do these Hotcakes meet McDonald's standards for taste? If no, check reason(s) below: Yes No [ ] Does not have the slight vanilla and buttermilk flavor [ ] Product does not taste good and fresh Egg Mc Muffin To receive points for this question, product must meet all the standards for appearance, temperature, taste and texture. Does this sandwich meet McDonald's standards for appearance? If no, check reason(s) below: Yes No [ ] Sandwich is not neatly assembled [ ] Sandwich not built correctly [ ] The melted cheese does not have draped corners [ ] Other (describe) Is this sandwich hot? Yes No Does this sandwich meet McDonald's standards for texture? If no, check reason(s) below: Yes No 5

6 [ ] English Muffin is not slightly crisp [ ] Sandwich does not have a tender, moist and slightly resilient egg [ ] Sandwich does not have creamy texture from the cheese [ ] Canadian style bacon is not moist and tender with slight chew [ ] Other (describe) Does this sandwich meet McDonald's standards for taste? If no, check reason(s) below: Yes No [ ] Sandwich does not have freshly toasted English Muffin bread taste [ ] Sandwich does not have mild egg, butter and cheddar cheese taste [ ] Sandwich does not have Canadian bacon flavor (sweet, salty, smoked cured pork notes) [ ] Other (describe) Total for Section /34 SERVICE YES NO Drive-Thru: Did crew interact with customers in a polite and friendly manner (smile, eye contact, friendly tone, polite, attentive and sincere)? Front counter: Did crew interact with customers in a polite and friendly manner (smile, eye contact, friendly tone, polite, attentive and sincere)? Dining Area/Lobby: Did crew interact with customers in a polite and friendly manner (smile, eye contact, friendly tone, polite, attentive and sincere)? Do all managers, especially shift managers, role-model positive customer service experience behaviors including interacting with guests when appropriate and demonstrating hospitality gestures? If not, record reason: Does the restaurant have an effective recovery system utilizing customer feedback to develop the restaurant action plan to address customer service? Are the crew and managers able to explain and describe the steps to customer recovery? (Ask two Crew and one Shift Manager if they can repeat the process of: Listen, apologize, solve problem and thank customer.) 6

7 Over the course of your verification, interview 3 customers (recommendation is to focus interviews on in-store customers unless it is easy to do DT interviews without interfering with DT operations and delaying customers from their hot food) to evaluate the customer's experience. Use the following to assist you in this process: (FRONT COUNTER): Walk up to a table of customers that have finished eating: o "Hi. I m with McDonald s and I d like to get some feedback from you on how we are doing" How was your meal? o If they appear to be interested and communicative, continue with: How was your service experience? What was the best thing about your experience today? What could we have been done better? Have you been to this restaurant before? If yes, was your experience today consistent with past verifications? (DRIVE THRU): Speak with a drive-thru customer when they first enter the line, asking if you can talk to them for one minute once they receive their meal have them pull ahead from present point to talk to them: "Hi. I m with McDonald s and I m getting some feedback from customers. Do you mind if I ask a few questions while your fresh food is being prepared (for pulled forward customer)?" How has your service been so far? Have you been to this restaurant before? If yes: o What do you like about the service and the food here? o What can we do better? If no: o What was the best part of today s verification? o What could we have done better? Note any issues brought up: Are the drive-thru POS monitors/cameras positioned and working properly? Does the drive-thru have an effective communication system that supports the DT configuration in use and is it in good repair? If no, record reason(s): Are customers asked to verify their order on the COD in the drive-thru? Are correct food and drink items received throughout the shift (including correct sizes, flavors and grill orders)? If no, record all reasons that apply. Are condiments, napkins and straws/stirrers, Happy Meal toys received (or condiment bar well stocked) throughout the shift? If no, record all reasons that apply. FRONT COUNTER Record 5 Service Times each in FC (during peak, if possible). IMPORTANT: If restaurant does not have a drive-thru, take 10 times at the FC. Measure and clock the same customer for Service Time and TET. TET: Begin timing when customer gets in line, end when last item is presented. ST: Begin timing when customer s order is totalled, end when last item is presented. 7

8 Time 1 : Time 2 : Time 3 : Time 4 : Time 5 : ST TET DRIVE THRU Record 5 Service Times each In DT (during peak, if possible). Measure and clock the same car for Service Time and TET. TET: Begin timing when wheels stop for the first time in line, end when final item presented. ST: Begin timing when car arrives at cash booth, end when final item presented. ST Time 1 : Time 2 : Time 3 : Time 4 : Time 5 : Total for Section /20 TET CLEANLINESS YES NO Are the front counter/drive-thru areas (floors, baseboards, walls, ceiling, vents and lights) clean and maintained throughout the verification? Do employees present a neat, clean, and healthy appearance and wear uniforms that are clean and in good condition? Do the food handlers wear hair restraints? Are the kitchen walls, floors, ceiling, vents and lighting clean, maintained throughout the verification and in good repair? Are all utensils/small parts (i.e., egg rings, brushes, tongs, spatulas, etc.) properly cleaned, available, and in good repair? Are French fry fryers clean and in good repair? Are fried product fryers clean and in good repair? Are grills clean and are they in good repair? 8

9 Are the UHCs clean and in good repair? Is the OAT/HLZ clean and in good repair? Is prep area clean and in good repair? Are all the toasters and steamers clean and in good repair? All ice machines (including condenser/evaporator) are inspected and clean. Inspect the inside of all ice machine storage bins to check for any visual signs of build-up. If not, document part. Is ice transported from the ice machine to ice bins using only clean ice buckets and are ice buckets stored properly when not in use? Are ice scoops used to dispense ice from ice bins into cups or ice buckets and are ice scoops kept in scoop holders when not in use? Is the back sink area clean, including floors, shelves, walls and baseboards throughout the verification? Are the dry storage areas clean (shelves, floors, walls, light fixtures, ceilings, etc.) throughout the verification? Is juice dispenser clean and in good repair? Are shake and/or sundae machines clean and in good repair? Is the lobby beverage/condiment bar clean throughout the verification? Are the drink towers, diffusers and nozzles clean and in good repair? Inspect drink tower nozzles and diffusers (and the bottom of the valve body after removing the nozzle at each drink tower) to check for any signs of build-up. If not, document part. Are the guest dining area trays clean and are they in good condition? Also, are they positioned properly and in good supply? Are the décor, tables, seats and high chairs cleaned with a sanitized spray and maintained clean throughout the shift, and using separate towels for seats and high chairs than from the ones used to wipe tables? Are the dining room ceiling, vents, lighting and walls clean and in good repair? Are all windows and doors spot cleaned throughout the verification and are they in good repair? Are the inside waste receptacles clean and in good repair? Are the restroom walls, floors and fixtures (e.g., faucets, hand dryers, toilets, changing stations, lighting, etc.) clean and maintained throughout the verification? Are the restroom walls, floors and fixtures (e.g., faucets, hand dryers, toilets, changing stations, lighting, etc.) in good repair? Is exterior of the building (walls, soffit, exterior doors, fascia, trim, etc.) in good repair? Are all signage, flags, and exterior lighting clean and in good repair? 9

10 Are the walks, patios and exterior seating clean? Are the parking lot areas in good repair? Are the parking lot, Drive-thru lane and landscaping free of debris and litter throughout the verification? Is the area surrounding the restaurant free of litter throughout the verification? Is the Drive-thru menu board clean and in good repair? Is all POS equipment, including the COD/DT speaker, in good repair (functioning properly, if applicable)? Is the corral area (waste container, pad, walls, grease container, etc.) clean and in good repair, and are the containers covered and gates kept closed throughout the verification? Are the outside trash receptacles cleaned, emptied as required and in good repair? Total for Section /38 SAFETY & SECURITY Yes No OCCUPATIONAL SAFETY (CREW) Are all emergency exits and fire extinguishing equipment visible, accessible, operational and in good condition? If no, record reasons: Is personal protective equipment (face shield, apron, gloves, oven mitts) accessible and in good condition and being used correctly? If no, record reasons. For multi-story or joint occupancy restaurants (malls, office buildings, airports, etc.), an automatic, fixed fire suppression system(s) is installed over fryers and grills, is in good condition and inspected and serviced by a qualified service company at least every six months. If no, record reasons. For single story, stand-alone restaurants, is there an automatic fixed fire suppression system(s) installed over fryers and grills or is there a manual system that includes a fuel shut-off / alarm and a K Class or F Class fire extinguisher? If no, record reasons. CO2 (Carbon Dioxide) tank, beverage and cylinder systems are in good condition. If no, record reasons. Obsolete/unapproved equipment is not in use (ball pools, Big Mac climber, outdoor metal slides, electric riders, bounce and bend, riders with spring base, swings, etc.)? If there is obsolete equipment, record equipment: Total for Section /6 10

11 Yes No PEOPLE Pay: All employees are paid for all hours worked, including overtime, appropriate shift premiums, etc Verified Workers: All employees have valid authorization to work based on local laws (e.g., valid social security numbers, BIR, Philheath and NBI/Police). Minor Workers: All minor workers are working per local legislative minimums and guidelines Total for Section /3 FOOD SAFETY PROCEDURES YES NO The internal temperatures of beef patties after cooking are at or above 155 F (69 C), The internal temperatures of boneless chicken products after cooking are at or above 165 F (74 C), bone -in chicken products at or above 185 F ( 85 C) The internal temperatures of breakfast sausage after cooking are at or above 165 F (74 C). Cooked McMuffin round eggs have gelled yolks (are not runny). Internal temperatures are at or above 160 F (71 C). Managers (or staff assigned to complete the checklist) have been trained on and can demonstrate how to properly complete the procedures on the Food Safety Daily Checklist. Pest management program is in place and working effectively. The restaurant building, corral and any area within 10 feet (3m) from the building (i.e. inside the drive thru lane) is clear from infestation by rats, mice, insects and birds. Check for any signs of pests and that the restaurant is pest proofed. If the restaurant has signs of pest infestation, this question is considered fail. Include in the comments specifics on what you observed. Total for Section /18 McCAFE Yes No McCafé Quality McCafé food products are in good condition and within their primary shelf life. Proper rotation of McCafé food products is being followed (FIFO). Secondary shelf lives are clearly marked and adhered to. Refrigerated products (in McCafé refrigerated units) are between (34 F to 40 F) 1 C to 4 C. All calibration equipment is available and in good condition. Espresso Machine is functioning properly. Microwave oven/toaster are correctly programmed and calibrated. 11

12 McCafé food products are in good condition and within their primary shelf life. McCafé Beverages are acceptable. Total for Section /10 DESSERT KIOSKS Yes No Dessert Kiosk Quality Dessert Kiosk food products are in good condition and within their primary shelf life. Proper rotation of Dessert Kiosk food products is being followed/proper time (FIFO). Dessert Kiosk food products and packaging are stored off the floor. Opened packages of food are covered/wrapped. Secondary shelf lives are clearly marked and adhered to. Refrigerated products are between (34 F to 40 F) 1 C to 4 C. All calibration equipment is available and in good condition. Syrup pourers and other dispensers are the correct measure. Dessert Kiosk food held at proper temperature. Total for Section /9 MDS Yes No Enough MDS crew and Riders are on shift to meet projected sales and GCs. Backup phone for relay is active. Delivery area map posted and in good repair. All MDS equipment clean, stocked and in good working order. (MDS PC, POS, Printers, staplers, Techni-Ice sheets) McDelivery tracking properly organized & updated. (Peak Hour Tracking, targets and measures communicated to crew, Flier Distribution Planner, Highest GC record, KPI tracking) Approved MDS Delivery Bags available and in good repair Uniforms of all Delivery crew are as per standards and season. (Rain Gear etc.) All delivery vehicles (where applicable) in good condition, clean, and well maintained. Total for Section /8 12

13 NGOC How has the Shift Manager demonstrated the following culture change behaviours? Examples (this section is unscored) Engage Customers and Show Care Empower and Energize People Diagnose and Fix Root Cause Coach to Improve Performance Plan and Act to Capture Potential Measure, Align and Reward Outcomes Tabulation Please add all Section Totals (A) Divide by total possible points (B) Get the result as a percentage of 100 (eg: A/B X 100) SHIFT MANAGEMENT KEY INDICATORS / 14 QUALITY / 34 SERVICE / 20 CLEANLINESS / 38 SAFETY AND SECURITY / 6 PEOPLE / 3 FOOD SAFETY PROCEDURES / 18 McCAFE / 10 DESSERT KIOSKS / 9 MDS / 8 TOTAL POSSIBLE POINTS / PERCENTAGE /160 / % In order to be verified, the manager must receive a score above 80%. 13