Ice Cream Cookie Sandwich Implementation Guide Start Sell Date: Target Start Sell: Check with your Marketing Manager for your start sell date. Key Contacts: Operations Ramez Guirguis ramezrg@yahoo.com Operations Adel Fouda afoudackr@yahoo.com Operations Hany Fahmy hanysfahmy@yahoo.com Operations Joe Doumit jdoumit@ckr.com QA Riyad Shatat rshatatckr@yahoo.com Training Karen Reel kreel@ckr.com For International Use May 25, 2013 1
Operation Procedures Manual Ice Cream Cookie Sandwich INT OPM 2404 Ice Cream Cookie Sandwich Ma y25, 2013 Production Levels The Manager-On-Duty (MOD) sets, monitors, and adjusts product production levels based on sales throughout all dayparts. Setup Convection Ovens Place the oven racks at the following positions to bake chocolate chip cookies (Big Cookies ): One pan: Top rack. Two pans: Top and center racks. Three pans: Top center bottom racks. Four pans: Top four racks. Five pans: All five racks. If you must add additional baking racks to a heated oven, wear approved heat-resistant oven mitts, gloves, or pads! Set oven thermostats to maintain 325 F (±10 ). Allow 30 minutes to preheat. Thawing Wash and sanitize your hands before handling any food products! 1. Obtain the needed amount of cookies from the walk-in freezer. 2. Thaw the frozen big cookie on a thawing tray (Max 12 per tray) for 6 hours inside the walk in cooler. 3. Cookie is ready to bake when temperature of thawed cookie is between 36-40 F. Baking Wash and sanitize your hands before handling any food products! 1. Obtain the needed amount of thawed cookies from the walk-in refrigeration. 2. Place the desired number of clean, sanitized oven trays on a clean, sanitized work surface. 3. Using a clean, sanitized knife, cut each thawed cookie in half. For International Use May 25, 2013 2
4. Using hand, form a ball with each half and place each ball on an oven tray. Up to 5 pans of cookies can be prepared for each baking cycle. 5. Cover any unused cookie dough, close the case flaps, and return to the walk-in cooler. Thawed cookie dough is good for 48 hours, inclusive of the thaw time. Use day label. Baking 1. Check oven temperature setting for 325 F. 2. Insert tray into oven. One pan: Top rack. Two pans: Top and center racks. Three pans: Top center bottom racks. Four pans: Top four racks. Five pans: All five racks. 1. Close door quickly and securely. Keep door closed until timer sounds for best baking results. 3. Activate 7 minute timer. Keep door closed until timer sounds. 4. When timer sounds, remove cookies from the oven. Overn trays are hot! Use a pan gripper or approved heat-resistant oven mitts, gloves, or pads! 5. If cookies are not done, bake an additional 1 minute. Bake by sight, not by time. 6. Remove baked cookies from the oven for final inspection. Cookies should be light brown in appearance. 7. Place pans on a clean, sanitized work table or rack. 8. Allow cookies to cool at room temperature for 10 minutes. Assembly 1. Place one small cookie (face down) on the HSIC scale and adjust the scale to ZERO. 2. Scoop 1.5 oz. of vanilla ice cream onto the center of the small cookie. 3. Place the small cookie with ice cream on a tray. For International Use May 25, 2013 3
4. Place a second small cookie on top of the ice cream with the top side of the cookie facing up. 5. Apply even pressure to top of the sandwich, being careful not to break the top cookie, until sandwich is 1.5 inch tall. 6. Immediately place into metal pan or tray inside of the dipping cabinet before packaging. (Never stack more than 3 high in metal pan. Never make more than 10 at a time before packaging. Once assembled, place sandwiches into dipping cabinet to stay cold. 7. Place completed sandwiches into a clean, sanitized pan in the walk-in freezer, no more than 3 high and cover with lid. 8. Prepare two day labels for the pan. The first label is for 12 hour set time for the Ice Cream Cookie Sandwiches to hard freeze. This allows the ice cream to harden and adhere to the cookie. The second label is for the 3 day discard date. 9. Repeat these steps until needed number of sandwiches have been prepared. It is recommended to prepare sandwiches the night before next day sales to ensure sandwiches have been hard frozen for a minimum of 12 hours. 10. Once the cookie has been hard frozen for 12 hours, place the sandwiches in the cookie bag. Your hands need to be clean and dry to package the product. 11. Carefully slide sandwich into an opened cookie bag all the way to the bottom. 12. Remove needed number of sandwiches from the walk-in freezer, and place inside the front line dipping cabinet (stack no more than 3 high). The maximum hold time for hard frozen ice cream sandwiches in the dipping cabinet is 6 hours. Label the pan or tray with the 6 hour hold time. Monitor the 6 hour hold time by labeling the pan or tray. Ice cream sandwiches held in the dipping cabinet must be discarded at the end of 6 hours. Do not return them to the walk-in freezer. Serving Dine In: Place the Ice Cream Cookie Sandwich on the dine in tray as the last item before serving to the guest. Do not place directly next to hot food items. Drive Thru / To Go: Place the Ice Cream Cookie Sandwich in a 4# bag with a napkin. This is the last item handed to guests after they ve received their hot food order. Never put an Ice Cream Cookie Sandwich in the same bag as hot food. Always serve in a separate bag. For International Use May 25, 2013 4
Clear Cookie Bag (Supplier Information) Order Through: IFG Product Item Number: 1806134 Product Description: Bag Clear Adhesive Cookie ME Pack: 20/100 CT Net Weight: 7.0 LB Gross Weight: 7.8 LB Cube: 0.37 Pallet: 108 Price: 44.25 Storage Code: Dry Manufacturer: Paksher Yield per Case: 2000 Manufacturer s Lead Time: 10 days Minimum Order Quantity 50 For International Use May 25, 2013 5
Important Points Review These Items With Your Crew: 1. List the ingredients and amounts for the Ice Cream Cookie Sandwich: 2 Small Cookies 1 1.5 oz. scoop Vanilla Ice Cream 2. What is the height of the completed Ice Cream Cookie Sandwich? 1.5 3. What is the shelf life for completed Ice Cream Cookie Sandwiches held in the walk-in freezer? 3 days, including the 12 hour hard freeze time in the walk-in freezer 4. What is the hold time for a completed Cookie Ice Cream Sandwich in the front-line dipping cabinet? 6 hours 5. Is it acceptable to serve broken or melted sandwiches? No only serve hard-frozen and neatly packaged sandwiches to our Guests Scripting All cashier s will suggestive sell the new Ice Cream Cookie Sandwich. When a guest buys an Ice Cream Cookie Sandwich, the cashier asks Would you like that with your meal or after? If the guest decides to wait until after the meal, the cashier will print the receipt and make a circle shape next to the item. When the guest returns to the counter with the receipt, the server will place an X inside the circle to indicate the Ice Cream Cookie Sandwich has been served to the guest. The dining room person can also provide follow up by serving the Ice Cream Cookie Sandwich after the meal and deliver the product to the guest. For International Use May 25, 2013 6
UU ROLLOUT CHECKLIST Use this checklist as a guide to ensure you are ready for the start sell date. Chocolate Chip Cookie Ice Cream Sandwich RESTAURANT #: AREA: ABOUT 1 WEEK PRIOR TO START SELL DATE POP KIT RECEIVED refer to POP instructions inside the kit. UU Order additional ingredients as needed, per restaurant volume. 2-3 DAYS BEFORE START SELL DATE CREW TRAINING COMPLETED Use the Implementation Guide, Trainer s Guide, to properly train all employees. ( ) Crew is trained on the preparation and assembly procedures for the Chocolate Chip Cookie Ice Cream Sandwich. ( ) Frontline employees (cashiers) are trained on the scripting and the smart selling/cashier cards are posted. ( ) Verbally quiz all employees to test their knowledge on the new product. DAY BEFORE START SELL DATE Before the GM goes home, make sure all shift leaders, backline crew and cashiers are 100% trained. POST POP BEFORE OPENING THE NEXT DAY. Ensure ice cream sandwiches are hard frozen for UU12 hoursuu the night before start sell. START SELL DATE VERIFY POS DOWNLOAD - check and verify on morning of start sell. Ensure all POP is posted correctly refer to the POP posting instructions you received with your POP kit, for proper placement of all POP. ( ) Check all Chocolate Chip Cookie Ice Cream Sandwich POP to make sure it is posted correctly. ( ) Check all pricing (refer to Implementation Guide or Franchisee for proper pricing). BEGIN SERVING the Chocolate Chip Cookie Ice Cream Sandwiches at opening - NO EXCEPTIONS! Remind all employees about the Chocolate Chip Cookie Ice Cream Sandwich and discuss the build and procedures with each one as they clock in. Observe employees preparing the Chocolate Chip Cookie Ice Cream Sandwich - ensure the proper procedures are being followed - MODEL, COACH & REQUIRE, as needed, to enforce all standards! Talk to your shift leaders, backline & frontline crew about the importance of product quality. Ensure all cashiers are suggestive selling the Chocolate Chip Cookie Ice Cream Sandwich. MAKE SURE EVERY GUEST RECEIVES A DELICIOUS CHOCOLATE CHIP COOKIE ICE CREAM SANDWICH EVERY TIME! For International Use May 25, 2013 7
CREW TRAINING CERTIFICATION SHEET Chocolate Chip Cookie Ice Cream Sandwich Crew Trainers (names): Shift Leader s Name SL Initials Trainer Initials Training Certification Date Crew Person s Name CP Initials Trainer Initials Training Certification Date Restaurant #: Crew training has been completed: (Print Name) AM/Supervisor follow-up completed: (Print Name) (Signature) (Signature) Date Date For International Use May 25, 2013 8
CREW TRAINING CERTIFICATION SHEET (cont.) Chocolate Chip Cookie Ice Cream Sandwich Crew Person s Name CP Initials Trainer Initials Training Certification Date Training Still Pending Employee Name Reason Training Date Follow Up Date Total Number of Employees Trained: Total Number of Employees Pending: Total % of Crew Trained/Certified: Keep a copy of this sheet in your restaurant until training/certification is completed. For International Use May 25, 2013 9
Chocolate Chip Ice Cream Cookie Sandwich Scripting Card Make friendly eye contact and smile. Immediately greet the Guest... Hi, would you like to try our new delicious Chocolate Chip Ice Cream Cookie Sandwich? If yes... Would you like that with your meal or after? If the Guest inquires about the product say, It s made with two fresh baked chocolate chip cookies and real vanilla ice cream. Determine the destination and complete the transaction... Will you be eating here? To Go... (with a smile) If you would please wait (indicate area to wait) we will call your order number as soon as your order is ready. Smile and say... Thank You! For Here... Please have a seat in the dining room. Please place the number at the end of your table. We will bring your food out to your table as soon as it is ready. Smile and say... Thank You! Chocolate Chip Ice Cream Cookie Sandwich Scripting Card Make friendly eye contact and smile. Immediately greet the Guest... Hi, would you like to try our new delicious Chocolate Chip Ice Cream Cookie Sandwich? If yes... Would you like that with your meal or after? If the Guest inquires about the product say, It s made with two fresh baked chocolate chip cookies and real vanilla ice cream. Determine the destination and complete the transaction... Will you be eating here? To Go... (with a smile) If you would please wait (indicate area to wait) we will call your order number as soon as your order is ready. Smile and say... Thank You! For Here... Please have a seat in the dining room. Please place the number at the end of your table. We will bring your food out to your table as soon as it is ready. Smile and say... Thank You! Chocolate Chip Ice Cream Cookie Sandwich Scripting Card Make friendly eye contact and smile. Immediately greet the Guest... Hi, would you like to try our new delicious Chocolate Chip Ice Cream Cookie Sandwich? If yes... Would you like that with your meal or after? If the Guest inquires about the product say, It s made with two fresh baked chocolate chip cookies and real vanilla ice cream. Determine the destination and complete the transaction... Will you be eating here? To Go... (with a smile) If you would please wait (indicate area to wait) we will call your order number as soon as your order is ready. Smile and say... Thank You! For Here... Please have a seat in the dining room. Please place the number at the end of your table. We will bring your food out to your table as soon as it is ready. Smile and say... Thank You!