81% 72% Global Franchise Group Pretzelmaker Audit Evaluation ID Change (from last Evaluation) This Evaluation YTD Ranking

Transcription

1 Global Franchise Group Pretzelmaker Audit Evaluation ID PM Central Mall (Lawton) 200 SW C Ave #127, Central Mall, Lawton, OK, This Evaluation YTD Ranking Change (from last Evaluation) 81% 76.50% 163/187 +9% This Evaluation Last Evaluation 81% 72% Overall and Sectional Scores 1

2 Question Score Answer Quality Assurance Audit Date shop performed 10/15/2009 Time audit began: 4:45 PM Time audit ended: 6:20 PM Approximate length of time to complete audit at location: 01:35:19 min:sec Did anything out of the ordinary happen during your audit? There was no Pretzel Maker sign. 1. Does this location share its space with any other company? Which other company shares the store space with PretzelMaker? Great American Cookie Photograph of co-branded company: 2. What type of location is this franchise in? Mall 3. Does this location have its own restroom? 4. Does this location have its own seating area, not operated by anyone else? No Quality Assurance Audit 2

3 Recognition of Audit Page: Operations ~ Creating a Memorable Guest Experience Quality Assurance Audit 3

4 74% (100/135) Quality Assurance Audit 4

5 FRONT OF STORE (OUTSIDE) PHOTO: Quality Assurance Audit 5

6 OUTSIDE SIGNAGE/STORE NAME PHOTO, if not contained in prev. photo: Quality Assurance Audit 6

7 INSIDE OF STORE, TAKEN FROM FRONT DOOR SHOWING THE FRONT LINE AND CASH REGISTER: 1. Is the entrance of the store clean and customer friendly? 2. Are the windows and doors clean of all marks/smudges? 3. Are outdoor sidewalks clean and in good repair? 4. Is the store signage approved and working properly? 5. Is customer service cling posted for customer viewing? 5/5 5/5 0/0 5/5 N/A 6. Stated hours of operation: Mall Hours CREW MEMBERS 7. Are guests greeted (acknowledging) and welcomed to PretzelMaker? 12/12 8. Are crew members smiling? 12/12 Quality Assurance Audit 7

8 9. Are crew members well groomed? 10. Are crew members washing their hands as needed? 11. Is each crew member on duty wearing a proper, clean, approved shirt? (Male shirts to be tucked in) 12. Is each crew member on duty wearing clean, approved pants? 13. Is each crew member on duty wearing a proper, clean, approved apron while preparing product? 14. Is each crew member on duty properly wearing a clean, approved hat or headwear? 15. Is each crew member on duty wearing a proper, clean, approved name tag? 16. Is each crew member on duty wearing low heeled, closed toe shoes? ()17. Are menu items being prepared to recipe specifications? 17. Are menu items being served in the proper containers? 19. Are crew members suggesting or offering samples to guests? 20. Are crew members suggestively selling menu items? They are suggesting: 0/5 5/5 5/5 0/5 0/5 0/5 0/5 5/5 10/10 2/2 0/10 10/10 No No No No No No Drinks 21. Are customers being served efficiently from start to finish? 22. Are crew members tendering the check properly, making eye contact and saying, "Thank you," to each guest? 24. Is the telephone being answered properly? 5/5 10/10 5/5 Explanation of non-compliant items ~ Creating a Memorable Guest Experience: One worker had a mustache with a goatee. Two of the three workers were wearing jeans, one with rhinestones on the leg. The worker preparing pretzels did not wear an apron. I never saw a worker wear an apron during the entire audit. No workers wore any headgear when preparing food or performing any other tasks. One worker did not wear a name tag and the other had a handwritten name on their tag. I did not observe any samples being offered during the audit. There were two recessed overhead lights burned out overhead the main counter. One was over the register and the other over the pretzel display. There was no PretzelMaker sign at this location, except for the menu board and the standing pretzel display shown above I would have completely missed the store. Quality Assurance Audit 8

9 NON-COMPLIANT PHOTO:Creating a Memorable Guest Experience Quality Assurance Audit 9

10 NON-COMPLIANT PHOTO:Creating a Memorable Guest Experience Operations ~ Front of the House 81% (197/243) Menu Boards 100% () Quality Assurance Audit 10

11 MENU BOARD PHOTO: ()1. Are the menu boards clean and in good repair? 2. Do the menu board pretzel descriptions match the pretzels in the warming display cabinet? 2/2 2/2 Pretzel Preparation Area 88% (56/64) PRETZEL PREPARATION AREA Quality Assurance Audit 11

12 Pretzel Rolling Table/Counter Photo: 1. Is the table(s) and/or counter(s) clean? 2. Is all dough that is unattended covered with plastic wrap? 3. Is the storage below the counters and in this area neat and organized? ()4. Are the pretzel rolling counters and table tops clean and well maintained? ()5. Are the ovens cleaned and well maintained? 6. Are baking pans clean and well maintained? 7. Are the teflon baking sheets in good condition (not black)? 8. Are the floors in the pretzel rolling area clean and free of excessive debris? Quality Assurance Audit 12

13 ()9. Is the whirl station neat, organized, and properly stocked? ()10. Is the whirl solution fresh and free from excessive floating debris? 11. Is there a dedicated container with sanitizing 200ppm in use? 12. Are the dry pretzel topping containers neat, clean, and in acceptable condition? 13. Are the dry pretzel topping fresh looking and well stocked? 14. Is the pretzel making area free of unauthorized products? 15. Are the pretzel tongs clean? 17. Are daily check lists available for use? 0/4 0/4 No No Explanation of non-compliant items for PRETZEL PREPARATION AREA: No sanitizing solution was available; when I asked the manager about it, I was told that they do not keep any in the front area. No checklists were available. When I asked the manager to see them, he said they did not use any, they everything enough to know the procedures. Quality Assurance Audit 13

14 NON-COMPLIANT PHOTO: PRETZEL PREPARATION AREA Back Counter 76% (25/33) 1. Are the counter tops clean? 2. Are all the counter cabinet doors clean and in working condition? 3. Is the floor around the counter free of debris and clean? 4. Is the soda machine clean and in good working order? (Check nozzles, faceplates, diffusers, top of machine for dust build-up) 5. Are cups and lids well properly stocked? (not overstocked and hanging over the counters) 6. Does the store sell exclusively Coca Cola soda products, Coca Cola bottled juice products, Fresh Lemonade, and Smoothies or Freshens? (16, 20, 32 ounce cups required) 5/5 0/4 No Quality Assurance Audit 14

15 7. Is the lemonade machine clean, well maintained, and in working condition? 8. Is the cheese sauce warming server clean and in working order? (Cheddar Cheese required, Nacho Cheese is optional) Explanation of non-compliant items ~ BACK COUNTER: 0/4 No A cheese cup and glove were on the floor for the entire audit. The cheese warmer drips cheese and workers must place a cup under it to keep the area clean. When I asked the manager about it, he said he believed it was missing a part, and that it always drips. Non-Compliant Photograph: Back Counter Quality Assurance Audit 15

16 Non-Compliant Photograph: Back Counter Quality Assurance Audit 16

17 Non-Compliant Photograph: Back Counter Pretzel Display 100% (35/35) Quality Assurance Audit 17

18 PRETZEL DISPLAY PHOTO FROM CUSTOMER VIEW: ()1. Is the temperature of the pretzel warming display within the proper range ( F)? Pretzel display temperature: 5/5 155 degrees 2. Is the pretzel warming display clean and in working condition? 3. Are the required pretzels premade and waiting for a customer to purchase? (Core items: Salted and Unsalted Pretzels; Cinnamon sugar bites (approved if they are on display and not in a bin); Pretzel Bites (salted or unsalted); Pretzel Dogs, Mini Pretzel Dogs) 4. Are the warming display doors (outside and seals) in working condition? 5. Is the bottom of the display clean and well maintained? 6. Are the drawers under the warming display clean and well maintained with proper amounts of water? 2/2 10/10 10/10 Quality Assurance Audit 18

19 Non-Compliant Photograph: Pretzel Display Pretzel Quality 78% (14/18) 1. Are the pretzels an even, golden brown color? 2. Are the pretzels approximately 7 inches tall, 5 inches wide, and 3/4 inches thick with no areas thicker than 1 inch? 3. Does the pretzel have three distinct holes with one center twist located 3/4 to the top of the pretzel? ()4. Are all pretzels under the 60 minute hold time? 5. Are all pretzel dogs being made according to specification? 6. Are all pretzel bites being made according to specification? 3/3 2/2 0/2 3/3 0/2 2/2 No No Quality Assurance Audit 19

20 ()7. Does the Pretzel taste fresh? ()8. Are the Original pretzels, Pretzel dogs and salted bites being made according to recipe specification? Explanation of non-compliant items for PRETZEL QUALITY: 2/2 2/2 Several of the pretzels did not have three holes; the small holes were squished shut. Several of the hot dogs did not protrude 1" out of the ends of the pretzel. Quality Assurance Audit 20

21 Non-Compliant Photograph: Pretzel Quality Quality Assurance Audit 21

22 Non-Compliant Photograph: Pretzel Quality Quality Assurance Audit 22

23 Non-Compliant Photograph: Pretzel Quality Front Counter 64% (28/44) ()1. Is the refrigerated unit clean and in good repair? 2. Is the refrigerator temperature between +34 & + 40 degrees fahrenheit? Temperature: 1/1 0/1 No No thermometer 3. Is the Icee machine clean and in good working order? ()4. Are there Icee cups available? ()5. Are all marketing materials in good condition? Quality Assurance Audit 23

24 5. Are all marketing materials current? ()7. Is the customer accessible area of the counter clean and well maintained? 15/15 0/15 No Explanation of non-compliant items ~ FRONT COUNTER: The front counter refrigerator did not have a thermometer outside or inside. The check policy sticker was worn and torn. There was residual tape from old marketing items on the glass, which was unprofessional. Quality Assurance Audit 24

25 Non-Compliant Photograph: Front Counter Quality Assurance Audit 25

26 Non-Compliant Photograph: Front Counter Quality Assurance Audit 26

27 Non-Compliant Photograph: Front Counter Seating Area and Restrooms 78% (35/45) SEATING AREA 1. Are all tables and chairs clean and in good condition? 2. Are all napkin holders clean and stocked with napkins, and are they in good condition? 3. Are the floors clean and free of debris and build up? 4. Are all the ceiling lights clean and working? 5. Are the A/C intake vents and filters clean? 0/0 0/0 0/0 0/0 0/0 N/A N/A N/A N/A N/A 6. Are the walls in good condition? 0/0 N/A Quality Assurance Audit 27

28 7. Is the millwork clean and in good condition? 8. Are all the baseboards clean? 9. Are the trash receptacles clean? 0/0 0/0 0/0 N/A N/A N/A RESTROOMS Quality Assurance Audit 28

29 RESTROOM PHOTO FROM ENTRANCE: 10. Are the restroom floors clean and free of debris? 11. Are all the paper products and hand soap stocked in the restrooms? 12. Are the restroom trash receptacles clean, odor free, and with a self closing lid? 13. Are the toilets and sinks clean? 14. Are the restroom mirrors clean and free of smudges? 15. Are the exhaust fan and vent filter clean? 16. Are the restroom(s) clean and odor free? 5/5 5/5 0/5 10/10 5/5 0/5 10/10 No No Quality Assurance Audit 29

30 Explanation of non-compliant items ~ SEATING AREA AND RESTROOMS: The trash receptacle had no lid of any kind. The exhaust fan vent was very dirty. Quality Assurance Audit 30

31 Non-Compliant Photograph: Seating Area & Restrooms Quality Assurance Audit 31

32 Non-Compliant Photograph: Seating Area & Restrooms Quality Assurance Audit 32

33 Non-Compliant Photograph: Seating Area & Restrooms Operations ~ Back of the House 87% (121/139) Legal and Safety Issues 80% (20/25) 1. Are the CO 2 tanks secured? 2. Is the current "Federal Minimum Wage" poster hanging in a place visible to crew members? 3. Is the current "Federal Labor Law" poster hanging in a place visible to crew members? 4. Is the current "State Labor Law" poster hanging in a place visible to crew members? 0/5 5/5 5/5 5/5 No Quality Assurance Audit 33

34 5. Is the "State Bureau of Workers Compensation Certificate/Letter" hanging in a place visible to crew members? Explanation of non-compliant items ~ LEGAL AND SAFETY ISSUES: 5/5 The chain for the CO2 tanks was not connected to the tanks; they were unsecured. Quality Assurance Audit 34

35 Non-Compliant Photograph: Legal and Safety Issues Quality Assurance Audit 35

36 Non-Compliant Photograph: Legal and Safety Issues Quality Assurance Audit 36

37 Non-Compliant Photograph: Legal and Safety Issues Operations ~ Back of the House 87% (121/139) Quality Assurance Audit 37

38 BACK OF THE HOUSE PHOTO FROM ENTRANCE: Quality Assurance Audit 38

39 BACK OF THE HOUSE PHOTO FROM REAR OF ROOM: Quality Assurance Audit 39

40 DRY STORAGE PHOTO: ()1. Is all the frozen dough that is being prepared for thawing being handled properly? ()2. Is the PretzelMaker branded BIC (Best in Class) Pretzel Dough in use? PRODUCTION ()3. Is all the dough that is being proofed covered in plastic, dated, and timed? ()4. Is all the fully proofed dough that is being used to make pretzels being handled properly? 1. Is the back of house/production area free of unauthorized products? 2. Are all utensils being stored and used properly? 3. Is the floor in the back of the house clean? 3/3 3/3 3/3 3/3 3/3 3/3 0/3 No Quality Assurance Audit 40

41 4. Are the shelves clean and organized? 5. Are all products at least 6" off of the floor? 6. Are service area walls/doors clean? 7. Are the ceiling/vents clean in the back service area? 8. Are all lights in good working condition? 9. Are the floor drains clean and odor free? 10. Is the mop sink and mop bucket clean and odor free? 11. Is the 3-compartment sink in proper use? 12. Are the hand sinks working, stocked and in use? 13. Is the store free of pests and rodents? 2/2 2/2 0/2 5/5 10/10 No Explanation of non-compliant items ~ PRODUCTION: There was trash on the floor under the soda rack. The ceiling fan was missing a blade and it was dirty. The overhead vents were also dirty. Only one of the three sinks had a label. No chart was posted, no test strips were available, and all of the sinks were empty. Quality Assurance Audit 41

42 Non-Compliant Photograph: Production Quality Assurance Audit 42

43 Non-Compliant Photograph: Production Quality Assurance Audit 43

44 Non-Compliant Photograph: Production Freezer, Ice Machine, and Refrigerators 85% (44/52) ICE MACHINE 1. Is the ice machine exterior clean and well maintained? ()2. Is the ice machine interior door clean and well maintained? 3. Is the ice scoop placed in a proper ice scoop holder? (Based on local heath codes, if Health Department REQUIRES scoop to be in the ice) 4. Is the ice free from debris or foreign items? 5. Is the ice bucket clean and well maintained and stored properly? FREEZER 0/0 0/0 0/0 0/0 0/0 N/A N/A N/A N/A N/A Quality Assurance Audit 44

45 ()6. Is the thermostat on the freezer or the hanging thermometer in the freezer in working order? 7. Is the freezer temperature between -10 and 10 degrees Fahrenheit? 3/3 0/4 No Freezer temperature: Is the freezer clean and free of debris? 9. Are the shelves in the freezer clean and organized? 10. Are the freezer gaskets on all doors air tight, clean and free of debris? 11. Are all the products organized, labeled, and dated? 3/3 0/0 3/3 3/3 N/A REFRIGERATOR / WALK-IN Quality Assurance Audit 45

46 WALK-IN PHOTO: 12. Are the thermostat on the refrigerator/walk-in or the hanging thermometer in the refrigerator/walk-in in working order? 13. Is the refrigerator / walk-in temperature between +34 and +40 degrees Fahrenheit? Refrigerator / Walk-in refrigerator temperature: 35 ()14. Are the shelves in the freezers and walk-in refrigerators clean and organized? 15. Are all hot dogs properly stored and labeled? 16. Is the refrigerator / walk-in free of pre-measured cheese sauce? 17. Is the refrigerator / walk-in free of pre-made pretzels and pretzel dogs? 18. Is the pretzel dough properly covered? 0/4 No Quality Assurance Audit 46

47 19. Are all meat items on the bottom shelf? 20. Is the walk-in floor clean, dry, and free of debris? Explanation of non-compliant items ~ FREEZER, ICE MACHINE, & REFRIGERATORS: The freezer showed a temperature of 16 degrees Fahrenheit. There were no shelves in the freezer. The hot dogs were in a tray with no date or label; they were in the front refrigerator. Quality Assurance Audit 47

48 Non-Compliant Photograph: Freezer, Ice Machine, and Refrigerators Quality Assurance Audit 48

49 Non-Compliant Photograph: Freezer, Ice Machine, and Refrigerators Quality Assurance Audit 49

50 Non-Compliant Photograph: Freezer, Ice Machine, and Refrigerators Miscellaneous ()1. Is the telephone being answered in a professional manner? up to What date was the last Health Inspection? 4/8/09 2. Score of the last Health Inspection (if applicable): Pass 3. Does store have a current operations manual? Miscellaneous information comments: The health inspection noted the following: 1: Hair covering not in use 2: Top of oven dirty 3: Cabinets dirty with food Quality Assurance Audit 50

51 4: Floor dirty behind equipment and in corners 5: Light in back room out 6: Storage in restroom 7: Restroom dirty The crew were still not wearing head coverings of any sort, and there was still storage in the restroom. A copy of the report is included under "Additional Photos". Additional Non-Compliant Photos: Quality Assurance Audit 51

52 Non-Compliant Photograph: Quality Assurance Audit 52

53 Non-Compliant Photograph: Quality Assurance Audit 53

54 Non-Compliant Photograph: Quality Assurance Audit 54

55 Non-Compliant Photograph: Quality Assurance Audit 55

56 Non-Compliant Photograph: Quality Assurance Audit 56

57 Non-Compliant Photograph: Optional Vendors Hanging Thermometers: DePalo & Sons Ron Kellner: (800) ext. 325 # (10 pack for $37.50) -40/120F Hanging Thermometer Quality Assurance Audit 57

58 Pocket/Stick Thermometers: DePalo & Sons # (2 pack for $10.70) -40/120 Pocket Thermometer Litmus (Chlorine) Test Strips: DePalo & Sons # (2 pack $6.50) Test Strips Chlorine Acrylic Displays L & L MFG INC LLMFG@aol.com Quality Assurance Audit 58