CKE FY'22 CYCLE 1 Ops Assessment

February 9, 2021, 10:04 a.m. (CST) By Gene Moser

Unit Number 1505724
12424 L STREET
OMAHA, NE 68137
Date & Time February 9, 2021, 7:18 a.m.
Daypart Breakfast (OPEN - 11AM)
Visit Type Announced
Person In Charge's Name
Kelly
PIC's Signature

TOTAL OVERALL OPS ASSESSMENT SCORE
Ops Assessment Score (100%): 87.84
SCORE BREAKDOWN
Total Quality Score (100%): 83.91
Beverage Bar & Drink Station Quality (6 Points Possible): 6.5
Breakfast Quality (11 Points Possible): 6
Dessert Quality (1 Point Possible): 1
Fried Product Quality (7 Points Possible): 4
Lunch/Dinner Quality (11 Points Possible): 7
Product Observation (13 Points Possible): 12
Total Service Score (100%): 94.59
QSC Check - Guest Interaction (7 Points Possible): 7
Order Accuracy (5 Points Possible): 5
QSC Check - Order Accuracy (4 Points Possible): 4
QSC Check - Product Observation (3 Points Possible): 1
Smiles & Guest Engagement & Polite Friendly (10 Points Possible): 9
Speed of Service (9 Points Possible): 9
Total Cleanliness Score (100%): 83.78
Employee Appearance (1.5 Points Possible): 1
Facility Appearance & Maintenance (5.5 Points Possible): 4.5
Restaurant Cleanliness (11 Point Possible): 9
Restroom Cleanliness (1 Point Possible): 1
Total Facilities Score (100%): 87.5
Image and Environment (12.5 Points Possible): 10.5
Administrative (0 Points Possible): 0
RECAP
Quality (What's Right)
Egg cold and hot
Quality (What's Not)
Biscuit procedures- production
Service (What's Right)
Service focus by entire team
Service (What's Not)
Special sticker need
Cleanliness (What's Right)
Diningroom areas
Cleanliness (What's Not)
Detail fry station
Facilities (What's Right)
Floors
Facilities (What's Not)
Lights not fully lit
QSC CHECK - Assessor's Experience
1. Are there any facilities maintenance or equipment issues to call out before beginning the assessment? Yes
2. Were you greeted within 5 secs and in a friendly manner? Yes
3. Start the Timer: Measure Speed of Service
00:02:42
Your Order Other
Specific Product Ordered
SGEG w/ Chz
4. Did the order taker offer the combo? Yes
5. Did the order taker upsize the combo? Yes
6. Did the order taker suggestive sell? Yes
7. Did the order taker ring up the items accurately? Yes
8. Did the cashier suggest completing the feedback survey on the reverse of the receipt, provide a genuine Thank you, Goodbye; Friendly Parting Remark? Yes
9. Did they make the Service Time Standards? Yes
10.CLEAN: For DT Restaurants : The Drive Thru Passout window area appears clean and organized Yes
11. Did you receive a straw and appropriate amount of napkins and condiments? Yes
12. Bags are not overstuffed; bags are neat, clean, without grease or debris on outside. Yes
13. Did you receive an accurate order (all items ordered are in the bag)? Yes
14. Was the Burger, Sandwich or other entrée you received packaged correctly? No
Photo
SGEG with cheese- needed special sticker
15. Did you receive correctly assembled Entree? No
Comment
SGEG with cheese- had 2 slices of cheese
16. Did you receive a hot, fresh Burger/Sandwich or other Entrée and is the product appealing? Yes
17. Did you receive hot, fresh side item and is it portioned correctly? No
Photo
Comment
Portion of rounds very low
18. Did you receive a quality beverage? Yes
Additional Photos
DRIVE-THRU EXTERIOR
19. REPAIR: Drive thru Preview Board, DT Menu Board, extenders (if present) in good condition/repair and lights working (for time of day). No
Photo
Extender element is broken off
20. DT Menu board (if present), Preview Board Extenders (if present) POP not faded, numbers aligned Yes
21. CLEAN: Drive thru Order Confirmation Board (if present) appears clean and visually appealing. Drive thru Order Confirmation Board easy to read, in good repair, speaker sound clear. No
Photo
Screen showing Beyond products- if board can not be updated please order cling to cover screen and turn power off
22. Drive thru lane appears clean; free of drink/food spills and motor oil build up. Yes
PARKING LOT - AFTER PARKING
23.REPAIR: Outdoor Branding signage and drive-thru directional signage appears in good repair. Yes
24. REPAIR: Building walls and awnings appears in good repair. Yes
25. CLEAN: Building walls, awnings appear clean and visually appealing Yes
26. CLEAN: Parking lot appears clean; free of excess trash/debris. Yes
27.REPAIR: Parking lot in good repair, striping easily visible. Parking bumpers, surrounding curbs, including drive thru lane, in good repair. Yes
28. CLEAN: Sidewalks and all entrance points clean, no gum or stains. No
Photo
Snow not completely removed from walks
29. REPAIR: Handicap parking, curbs and crosswalks are easily identified and in good repair. Yes
30. Overall Landscaping looks appealing (no weeds or dead plants, free of litter). Yes
31. CLEAN: Trash enclosure area (exterior/interior) is clean. Yes
32. REPAIR: Trash enclosure area (exterior/interior) is good repair. Yes
33. REPAIR: Playground (indoor/outdoor) equipment/area appear in good repair. Outdoor furniture appears in good repair (if present). Handrails (if present) are securely fastened & in good repair. N/A
34.CLEAN: Playground area, equipment and outside furniture is clean and dry. N/A
35. CLEAN: Lot trash receptacles/cigarette snuffer (if present), bike racks (if present), news racks are clean (if present). N/A
36. REPAIR: Lot trash receptacles/cigarette snuffer (if present), bike racks (if present), news racks are in good repair (if present). N/A
37. Crates, bun racks, water hose or other cleaning equipment not stored in the view of the guests. Yes
38. All exterior areas free of graffiti. Yes
AS APPROACHING THE FRONT DOOR
39. Marketing materials posted neatly. Yes
40. Business hours and decals/regulatory notifications are posted neatly and in good condition. Yes
41. CLEAN: Doors appear clean (glass, frames and thresholds) and appropriate doors are unlocked during business hours. No
Photo
Door thresholds need detail cleaning
42. REPAIR: Windows, ledges, window coverings in good repair. Yes
IN THE RESTROOM
43. Trash cans and hand washing signs are available and posted. Yes
44. REPAIR: In all restrooms ceiling tiles, floor tiles, lights, fixtures, signs and vents are in good repair. Yes
45. CLEAN: All restrooms are clean, stocked and free of odor. Yes
Additional Photos
Avoid using logo’d bags
IN THE DINING ROOM
46. Dining Room Temperature and music appropriate. Yes
47. REPAIR: Dining room floor, carpet, tile, baseboards and floor mats in good repair. Yes
48. Trash drops, trash cans, not overflowing, not leaking. Dine trays removed. Yes
49. Menu board is appealing not faded, price stickers and lights working. Yes
50. Front counter, registers decal posted, nutrition poster clean and in good repair. Yes
51. Cashier demonstrates proper order taking procedures Yes
52.Cashiers key orders in quickly; correctly repeating orders to confirm accuracy Yes
53. The Person-In-Charge is positioning all employees and making sure frontline and backline are clean and stocked , before rush period, to maximize speed and efficiency. Yes
54. All employees demonstrating a sense of urgency through teamwork and hustle when preparing, assembling and delivering orders. Yes
55. Appropriate # of registers open for sales volume. Yes
56. REPAIR: Beverage bar in good repair. Ice dispenses as expected. No obvious repair issues. Yes
57. Beverage bar stocked. No needed items are missing. Yes
58. CLEAN: Beverage bar clean (including nozzles, diffusers, underside of valves, ice chutes, drip trays free of build up). Yes
59. POP and flavor decals at beverage bar in Dining Room: Clean, accurate. POP lighting is working. Ice tea urns labeled (Sweetened/Unsweetened). Approved Coke sign hung or wall mounted at beverage bar (if applicable).
 Yes
60. Ketchup Pump/Dispenser: Approved model, assembled to standard, positioned at the beverage bar (or guest accessible position where space permits), dispenses properly, stocked, appears clean. Portion cups are available. Yes
61. Dine ice machine towers are working/dispensing. Ice bin(s) stocked, lids present and clean; approved ice buckets are used (if applicable). Yes
62. CLEAN: Iced tea urns, nozzles and urn lids are clean. Urn liners are used. Hold time is monitored in both Dining Room and DT. Yes
63 a. Coffee is available to the guests. Coffee is held per standards. Yes
64. CLEAN: Napkin holders are clean and available to the guest. Yes
65. REPAIR: Booths, chairs, high chair, tables clean and in good repair. Yes
66. CLEAN: Dining room seating, child seating, tables are clean. Yes
67. CLEAN: Lobby and Dining Room; floors and walls are clean.
 Yes
68.REPAIR: In the Dining Room, walls, ceiling light covers, air vents, ceiling tiles, ceiling fans: Securely mounted in good repair.
 Yes
69. CLEAN: In the Dining Room, walls, ceiling light covers, air vents, ceiling tiles, hanging light fixture, recessed lighting, ceiling fans appear clean Yes
BEHIND THE COUNTER - BY THE TRANSFER CABINET
70. Managers and employees demonstrate a clean, presentable image. No
Comment
Jean capris on fl employee
71. Approved, legible name tags are worn by all employees. Yes
72. All employees Hair, neat and confined above collar. No pony tails, side curls or fly away hair. Facial hair meets standards. Employees wearing cap/hat at all times. Yes
73. Dine & To Go Orders are numbered and assembled correctly at Centerpost. Yes
74. Menu items in the transfer bin are separated by order type/destination. DT vs. To Go and dine in should not be mixed together. Yes
75. CLEAN: Transfer bin appears recently cleaned. Yes
76. REPAIR: Transfer bin is heated and appears in good repair. No obvious repair issues. Yes
77. All desserts tagged with hold time; items are within code/exp date; held per standard (R or RT), not retagged. Cookies prepared & packaged properly. Yes
Additional Photos
Review icing procedures for rolls
BY THE SHAKE STATION
78. Shakes: Syrup pumps appears properly cleaned. No
Photo
Jars need to be cleaned with sanitized towel often- all of then expire on same day?
79. Hand-Scooped Ice Cream Shakes (if present) are portioned, blended and assembled correctly. Ingredients are held correctly No
Additional Photos
BEHIND THE COUNTER - BY DT AREA
80. DT drink station: flavors stocked, Ice is stocked, ice machine working (if equipped), scoop is always used Yes
81. DT windows - 1st and pass out window not cluttered and rush ready. Yes
82. DT system (timer and display) is working properly. Yes
83. DT Communication equipment (3 working headsets minimum). Yes
84. DT Cars are pulled only when the next car's order is ready. Yes
Additional Photos
Clean tower lable area Display is off in color- hard to read?
BY THE FRYER STATION
85. CLEAN: Fryer equipment and fryer area clean, no obvious safety issues. Filtering equipment clean. No
Photo
Fry dump station detail- keep working on!
86. REPAIR: Fryer equipment in good repair. Filtering equipment working properly. Yes
87. Fryers: Oil meets color standard or oil test strip check, vats filled to level mark. Yes
88. Fries and/or hashrounds are prepared and held properly Yes
89. Fries and/or hashrounds meet appearance standards; are golden brown in color and crisp; not soggy or greasy or dark (burnt) in color. Yes
90. Hand breaded chicken tenders are prepared, cooked and timed and held properly. Ingredients held per standards. N/A
91. Fried products (non fries, and other items) are prepared, timed and held properly. Yes
92. All Fried products are correctly portioned for each order. Containers are filled to standards. No
BY THE CHICKEN TENDER STATION
93. Chicken Tender station clean and proper smallwares set up to standard. Yes
94. REPAIR: Chicken Tender station in good repair. Yes
BY THE BISCUIT STATION
95. Biscuits mixed, rolled, cut and held per procedures. No
Comment
Review biscuit procedures- measure half batch, less flour, can not roll just trim dough
96. Biscuits are baked and basted per procedures. No
Comment
Need to check for doneness and then baste 123-321 and then dip brush
97. Baked Biscuits meet quality standards (weight, height, diameter, color). Biscuits are held properly according to standard, hold time and temperature monitored. No
Photo
Biscuits over held on down heater Half of down heater is not working Less biscuits per pan - enforce hold time of biscuits
98. CLEAN: Ovens interior/exterior clean, thermometer present, timers working properly. Yes
99. REPAIR: Ovens in good repair. Yes
BY THE GRILL
100. CLEAN: Grill Station and hood appears recently cleaned. Yes
101. REPAIR: Grill Station and hood appears in good repair. Yes
102. Bacon prepared and held per standards. Hold time monitored. No
Photo
Too much bacon prepped in morning- this expires in 30 minutes?
BY THE MAKEUP TABLE (COOKLINE ) & GRILL STATION
103. Sausage Gravy prepared and held per standards. Hold time monitored. Yes
104. Liquid eggs stored under refrigeration. Correct 1.5 oz. ladle used. No more than 6 folded/scrambled eggs cooked at a time. Yes
105. Folded eggs folded twice; cooked 165F held 140F minimum. Folded and scrambled eggs appear firm but soft and moist, not brown, hold time monitored. Yes
106. Heat well breakfast products; meat patties, country ham meet standards. Hold time observed. Yes
107. Hold times monitored for prepared biscuit sandwiches in the transfer bin. N/A
108. Other finished breakfast items are available per standards and served within hold times. Yes
109. Breakfast Production Level available, maintained and monitored by the PIC. Yes
BY THE FEEDER STATION
110.CLEAN: Charbroiler and hoods appear recently cleaned. Yes
111. REPAIR: Charbroiler and hoods appear in good repair. Yes
112. All meat products fed properly onto char and held within the hold time. N/A
BY THE MAKE-UP TABLE
113. CLEAN: Make-up/Assembly table area appear recently cleaned. Required utensils available.
 Yes
114. REPAIR: Make-up Table/Cookline appear in good repair. Cook table surface heated when in use. Yes
115. Does the restaurant have a Prince Castle Holding Unit? Yes
116. CLEAN: Heated Holding Unit (Prince Castle), Bun Steamer or Heatwell and hot pans appear recently cleaned. Yes
117. CLEAN: Heated Overshelf appears recently cleaned. Yes
118. REPAIR: Heated Holding Unit (Prince Castle), Overshelf and Heatwell in good repair. Yes
119. Are back up products at the cook line are held and prepped to standard (rush ready). N/A
120. Buns/sliced bread are within use by dates, toasted to a golden brown color and served hot.

 Yes
121. Meat patties meet quality, temperature standards and are within hold times. N/A
122. All sauces are stirred as required and served within hold time. N/A
123. All sliced or shredded cheese is fresh in appearance and served within 4 hour room temperature. Yes
124. Lettuce is fresh, crisp and green. NO discoloration. Hold time is monitored. Yes
125. Tomatoes are properly sliced and appear red and fresh, not soggy, falling apart. The cores or end pieces are not used per quality standard. Hold time is monitored. Yes
126. Onions are properly sliced/diced; appear fresh, not soggy, not falling apart. Hold time is monitored. Yes
127. Pickles are properly held and covered with minimal brine; crisp and fresh; not dried out, soggy or discolored. Hold time is monitored. Yes
128. Lunch/Dinner Production Level set, maintained and monitored by the PIC. Yes
Additional Photos
Clean face of overshelf- inside section is good Do not prep pans of leaf lettuce or onions in advance Out of tomatoes- getting some from another unit before lunch
PRODUCT OBSERVATION
129. Product #1 - Choose the Product to observe Biscuits
130. Assess quality of the prepared ingredients/produce/condiments being served. Yes
131. Assess assembly standards. Yes
132. Assess packaging. Yes
133. Product Presentation is appealing Yes
134. Product #2 - Choose the Product to observe Sourdough Sandwich
135. Assess quality of the prepared ingredients/produce/condiments being served. Yes
136. Assess assembly standards. Yes
137. Assess packaging. Yes
138. Product Presentation is appealing Yes
139.Product #3 - Choose the Product to observe Breakfast Burrito
140. Assess quality of the prepared ingredients/produce/condiments being served. Yes
141. Assess menu item build/assembly standards. Yes
142. Assess packaging meets standards. Yes
143. Product Presentation is appealing. Yes
IN THE KITCHEN/PREP AREA
144. All special orders are marked using labels. Yes
145. CLEAN: Kitchen area floors, walls, cabling and electronic devices, vents, ceilings above food prep stations appears clean No
Photo
Some tiles need cleaned above cooks line
146. REPAIR: Kitchen area floors, walls, prep surfaces, ceilings above food prep stations and counters appear in good repair. Yes
147. REPAIR: Microwave in good repair.
 No
Photo
No chart for microwave?
OVERALL SERVICE OBSERVATION
148. Guests entering the lobby receive a friendly greeting. Yes
149. Employees make eye contact, are pleasant, helpful, smiling and demonstrating positive body language. Yes
150. Employees listen carefully, to guests, speak clearly and do not interrupt guests. Yes
151. Employees are offering extra assistance at every opportunity. Yes
152. Employee check back with guests - give return invitation. Yes
153. (If Open) Dining Room delivery: Table scripting followed, friendly greeting, deliver food, verify order accuracy, provide correct condiments, thank the guest. N/A
154. PIC and Drive Thru Leader aware of current service time standards and giving direction to meet service time expectations. Yes
155. Drive Thru passout window: Offering friendly closing and Guest Surveys. Yes
156. Cashiers or DT Ordertaker is not rushing the Guest when deciding or placing their order. Yes
157. DT Cashier demonstrating key behaviors. Yes
158. Employees are knowledgeable on the menu and product builds; current promo item(s) in particular. Yes
159. If there is a guest satisfaction issue, team members ensure the guest has been recovered and leaves the restaurant happy and satisfied. Yes
ADMINISTRATIVE - INFORMATION QUESTIONS
160. SERV Safe Certification posted. Yes
161. Is the restaurant manager(s) pathing? Yes
Comment
Very nice job following up on pathing notes when caught up with service
162. Is OPM & Ops Standards Guide available Yes
163. ROS/Huddle Board posted and in use for effective staff deployment and best food flow. Yes
164. Franchise identification plaque posted in guest view. Yes
165. Is the dining room open to guests? Yes