Expectation 1
Who is at fault if something happens to a team member because they are in an unsafe routine?
The MIC allowing the behaviour
What is expectation 2?
People Development
What is expectation 3?
Scheduling Rules
What is expectation 4?
Customer Service
What is expectation 5?
CXR
What do you do if an employee gets hurt and refuses medical treatment?
Have them sign off on paper saying they are refusing medical treatment with their signature.
What is the buddy system and why is it important?
Trainee with the same person at all times
Helps with turnover by reducing anxiety of new hire as well as allows management to follow up with who and what was trained
What do you do if we are using too much labor?
Send breaks, have people come in late, send people home early, 45 minute breaks.
What is triple checking?
1st check - verify with customer on menu board
2nd check - MIC counts the items while bagging order
3rd check - Service champion counts items in bag before handing out
Why do our ICOS targets change?
LTO's
What is the proper procedure for entering the building during opens?
MIC parks at a nearby business and watches for movement
MIC drives around building looking for forced signs of entry
Team enters the building all at the same time, no one can be in the building alone.
How can you help reduce turnover?
Ensure buddy system is in place and hold team accountable
What and where is 7 day deployment?
Why is it important?
Deployment filled out to ensure you have the right people in the right place for training so you can run smooth shifts. It is hanging on the wall.
How do we reduce loops?
MIC in MIC zone
Follow deployment
Communication
One manager on each line
Triple Checking
Bagging orders correctly
Bonus question how do we bag items correctly?
How do you lose yield on beef and beans?
Moving product during non peak, hydrating beans, panning prep when it's done
How do we handle spills in the lobby during business hours?
Tell the guest you have a safety hazard and you will be right back
Put the wet floor sign over the spill
Spot mop as soon as possible
What does it mean to be at compliment?
Full management team with a minimum of 6 managers
What are the 3 R's?
Right people, right number, right place?
What does CHAMPS stand for?
Cleanliness
Hospitality
Accuracy
Maintenance
Product Quality
Speed with Service
What is the current ICOS target?
-2.60
What do you do when someone says they have food poisoning?
1. Never admit fault
2. Ask if they sought medical attention
3. Get customer info- first & last, DOB, phone number, time and date of visit, what was ordered, and anyone else sick?
4. Contact AC
What do we do if they call about a physical contaminant?
Explain the 4 steps of training
1. Prepare - employee has login, uniforms, and schedule
2. Show and tell - LZ videos
3. Guided Practice - OTJ's
4. Follow up - Follow up and always asking questions
Explain TRED
Target setting and communications - communicating and explaining goals to team. ie. speed board
Rush ready - Paper and food, fully stocked and ready to go
Equipment - equipment is working, headsets, fryers, steamers, screens etc.
Deployment- is everyone where they should be? 3 R's
What are the 4 pillars of Taco Supreme?
Speed
Loops
Core
Manager Compliment
Where and what do we look for when we are not hitting ICOS?
Counts/credits/transfers/theft