Contents OPERATIONS EVALUATION REFERENCE GUIDE
3
New for 2012
3
New Self OER 2012
4
Resources
4
Standards Statement
5
Comments Section
6
Scoring Breakdown
7
OPERATIONS REPORT CRITERIA
7
Product Section
7
Service Section
9
Brand Image Section
11
Safety & Security Section
14
Sanitation Section
REFERENCE GUIDE
Licensee / Non-Delivery Stores
OPERATIONS EVALUATION FORM
January 2017
15 16-18
Self OER through PWR Self OER is now in PWR. Look for documentation on how to use the PWR Self OER on the OER Training Page:
As always, we are open to your feedback and suggestions. Please send any comments or questions to:
[email protected]
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Standards Statement Evaluation Guidelines Most stores will receive three evaluations per year, all of which are unannounced. After the Evaluation takes place the OER Coach will review the results with the Manager-in-Charge as well as the franchisee and/or supervisor if they are present.
Extreme Violations For each Extreme violation, a store will lose an additional 10 points on the OER score. The lowest score possible is a zero. The Extreme Violations are as follows: Dough Management o Sheeted dough, this is dough that has flattened and spread beyond circular recognition – one or more trays in walk-in or in use o Expired at 5+ days o Extreme under proofed dough - not yet in its window of use or on day one without following proofing guidelines o Out of required dough sizes o Out of pan dough o Hand Tossed dough used/sold as pan pizza
Multiple expired products (non-dough) o Includes 5 or more sizes/types of ingredients. Certain products will be treated as groups of one, e.g., dipping cups/salad dressings, beverages, prepped sauces/squeeze bottles
Makeline / Walk-in Temps over 50ºF
Extremely dirty store / store in extreme disrepair o Extremely dirty store/store in extreme disrepair, e.g., oven/makeline unusable o Pizza pans, screens/disks dirty beyond neglect – significant number with carbon buildup o CookTek system in use but not functioning, CookTek hotbags in use without chargers or cores for regular delivery orders o No running water o No heat rack available for use o Dirty beyond neglect – well beyond daily, weekly, monthly checklist o Evidence of Rodents and or Insects found in store
Extreme grooming / uniform issues o Three or more violations on one team member and/or 3 or more team members with violations o Core uniform violations: hat, shirt, jacket, shoes, or pants dirty/disrepair beyond neglect or not worn o Core grooming: facial hair beyond 1", offensive tattoos and non-ear piercings
Other Extreme o Garlic Oil Seasoning systematically not applied to required hand-tossed pizzas o Store not offering pan pizza o Plain cheese pizza correct portion systematically not applied o Store not open per required hours o Illegal drugs, alcohol or weapons found in the store o Domino’s Pizza reserves the right to call an Extreme Violation that is not included in one of the above 5 categories. These are violations that create extreme damage to the Domino’s Pizza brand and/or its customers.
Failing Stores/Action Plans Franchisees will be charged $200 for each 0 Star evaluation. In addition, Area Leaders will develop an Action Plan with the franchisee to include any training, equipment, uniform items and/or services needed. DPZ may charge up to $1000 if needed.
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Incentives and Rewards
Plaques: o Stores receiving a 5 Star for the first time* will receive a plaque to display in the lobby. Plaques have placeholders for each year a 5 Star is achieved. Pins: o 5 Star Pins**: Will be awarded to the GM and/or MIC who earns a 5 Star OER. o Great Pizza Maker Pins**: Will be awarded to all pizza makers in stores that have all “Great” pizzas and no remakes during the OER evaluation visit. o Fast Pizza Maker Pins**: Pizza makers will have to opportunity to be timed on making a 14” pepperoni pizza and earn 30, 45 or 60 second pins. o Smile Pins**: Will be awarded when you WOW your OER Coach with Great Service and Smart Hustle.
*Have a lost or damaged plaque? Contact
[email protected] for details on ordering a replacement plaque at cost. **Limit one pin per franchise store team member
Comments Section The Comments section of the report is very important and does not need to focus exclusively on standards. The comments may also fall into the category of recommended business practices and should include but not be limited to: Positive feedback on areas currently doing well (i.e. goals met, positive sales, etc.). Pats on the back for areas that have improved since the last visit. Current potential improvement points. Solutions to those potential improvement points and dates by which improvements should be completed. Sales building suggestions. Profitability tips. Future goals. Upcoming events that should be kept in mind for future planning. Comments on pizza making skills. This reference guide has been produced to assist the Coach with the Operations Evaluation Report form but should not be regarded as all inclusive. The following is a list of items that the Coach should have access to: Operations and Product Standard Guides (MRG). Stem thermometer and alcohol swabs for cleaning thermometer probes. Approved variances in stores. Knowledge of approved tests. Stopwatch to time pizza makers. Results from the last visit report (i.e. score, goals and needs for improvement). Most current shelf life guide. This evaluation form is not intended to replace all Standards and Operating Policies. All current established Standards, whether or not included in this form, are to be followed in accordance with Domino’s Pizza LLC. Any deviation from Domino’s Pizza Standards and Operating Polices requires a written variance from Domino’s Pizza. These variances must be current based on the date listed on the variance and kept on file in the store’s Manager’s Reference Guide (MRG).
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Scoring Breakdown
Star Rating
Product 36 points Service 10 points Brand Image 19 points Safety/Security 2 points Sanitation 5 points
5 Star 65+ 4 Star 58-64 3 Star 51-57 2 Star 44-50 1 Star 36-43 0 Star <36 points FAILING SCORE
Extreme violations = 7 point reduction for each violation
OPERATIONS REPORT CRITERIA Product Section
36 points
Great/Remake Criteria
20 points
Evaluate 5 pizzas. A minimum of 3 Hand Tossed Pizzas Evaluation prioritization guidelines are as follows: 1) Evaluate pizzas on hot rack 2) Evaluate any pizza already in the oven 3) Evaluate pizzas in the process
Rim o Correct Crust o Hand Tossed rim width & height ¾” (½ – 1") (2 Slices) o Pan width – no visible rim (1 Slice) Size o Cannot be > ¾” smaller or bigger than inside of box o Hand-tossed consistent center rise 1/2" (3/8"-5/8") (2 Slices) o Pan consistent center rise ½” minimum (3/8” variance allowed 1 Slice) Portion o Correct toppings, including garlic oil (Hand Tossed and Big Deal Pizzas) o Proper portioning of sauce, cheese, toppings and garlic oil Placement o Sauce, cheese, toppings & garlic oil seasoning (Hand Tossed & Big Deal Pizzas) evenly distributed (<25%) o Correct sauce border: (<25%) o Hand Tossed ¾” (½ – 1") o Thin Crust & Artisan 1/8" (edge-1/4") o Pan to the wall of pan/edge o Toppings out to the edge (wall of pan) and not dislodged after cut (<25%) o Butter flavored oil in pans distributed evenly/correctly (<25%) Bake o Bubbles smaller than ½ of a golf ball o Golden brown bottom bake. (2 Slices) o Pan pizza golden brown bottom bake with light spots less than 1/3 of pizza o No Gel layer o No carbon residue on product
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Dough Properly Managed
5 points
Dough within shelf life Next use dough within proper window of use Dough in use is properly proofed All sizes of dough are available Pan pizza dough available
Products within Shelf Life
3 points
All products within shelf life All products must be properly dated with an expiration date. The following situations require expiration dates: Unopened frozen product removed from the original case Any prepped/opened product Prepped Artisan crust
Oven Baked Sandwiches, Pasta & Chicken Properly Prepared
Approved Product Procedures
2 points
Only products listed in the current Approved Supplier List are in use All products made according to Domino’s Pizza specifications All stores must carry all required products Only approved Feast Pizza recipes All toppings are cut to Domino’s Pizza specifications Garlic Oil Seasoning only applied to Hand Tossed and Big Deal pizzas Pizzas may not be over portioned on pizza toppings Correct portion of “Cheese Only” pizzas applied Proper procedures followed for Concentrated Pizza Sauce and only an approved mixer in use Only approved packaging can be used on all products All frozen products must be thawed under refrigeration Prepped skins or “floats” may not be cheesed, sauced or “dried” out Use of Artisan wheels, dough dockers and rolling pins are prohibited in production area Hot-held products properly marked with expiration times Only approved pizza pans, screens/disks and sandwich baking mats in use Heat rack is required and must be clean, operational and in use Only approved pans used for pan pizzas Box liner must be used with all pan pizzas
Thin Crust Properly Stored
2 points
All sandwich bread must be stored at room temperature Sandwiches prepared according to Domino’s Pizza specifications, including portion and bake All sandwiches must have corrugated liner when packaged All sandwiches must be baked using an approved baking mat Pasta prepared according to Domino’s Pizza specifications, including portion and bake Pasta temperature out of the oven must be at least 165F (74°C) Pasta packaging must include fork Only approved order sizes of Chicken are allowed Sauces must be applied to Wings after baking using a squeeze bottle Chicken products must be baked on foil and on a screen Specialty Chicken is made to specifications The temperature of Chicken products out of the oven must be at least 165°F (74°C) Each order of Chicken must contain approved dipping sauce cup(s)
1 point
Thin Crust products at room temperature Thin Crust products stored properly in a sealed bag or container All stores must carry both medium 12" (30cm) and large 14" (36cm)
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Scales and Portion Job Aids
Calibrated and working ounce scale at the makeline Team Member must properly weigh out toppings/product, use of Job Aids acceptable Job Aids readily available
All Sides Properly Prepared
1 point
All sides made according to Domino’s Pizza specifications Each order of bread product must contain dipping cup when required Lava Cakes must be baked on a screen Proper portion of powdered sugar applied to Lava Cakes after bake Only approved Salads are available and must be made according to Domino’s Pizza specifications, including portion and recipes
Adequate PRP to handle expected sales volume
1 point
1 point
Makeline cabinet stocked with sufficient food to handle the day’s expected sales Walk-in must have sufficient food prepared to handle the day’s expected sales Makeline must not be broken down until close Store must not be out of any products on the menu All products used in makeline must be properly thawed Sauces used at makeline must be minimum of 50F (non-refrigerated only) All stores will have on duty during all store hours one (1) Management team member and one (1) team member who meets all MVR and driving/delivery standards and is able to make deliveries Dough (including pan dough) must not be used directly from walk in cooler Sauces used at makeline must be minimum of 50°F (non-refrigerated only) Pan pizza sauce squeeze bottles prepped and at room temperature for day’s pan mix Small wares/utensils available for use
Service Section
10 points
Load Times*
5 points
The average load time of orders based on PWR Data for the last 28 days o <3 min = 5 points 3–4 min = 4 points o 4–5 min = 3 points >5 min = 0 points
WOW Greeting
2 points
OER Coach/customers greeted within :09 seconds OER Coach/customer greeted Greeting must be sincere, smile, and eye contact made with the customer
WOW the Concern - One point awarded for each correct step
3 points
1. Apologize 2. Give them what they want 3. Give them something extra Concerns used will be “real time” or from a scenario given by the OER Coach. *Evidence of inaccurate data will result in a 0 score for Load Times. For more information about inaccurate data refer to the Managing Service Guide in the Boring Documentation section of http://dlive.dominos.com
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Brand Image Section
19 points
Team Members in Proper Uniform Attire
3 points
Only store approved Uniform shirts, hats/visors, jackets, vests, pants, skirts and shorts are worn and must be clean, unwrinkled and in good repair Uniform shirts must be tucked in, this includes promotional T-shirts Pants, shorts, skirts and capris must be of a permanent press or cotton-type material, free from any decorative applications or embroidery applications and properly hemmed. Permanent press or cotton-type material does not include denim, “stretchy”, “yoga”, sweatpants, or corduroy material. Pants, capris, shorts, skirts must be black in color and worn at natural waistline Undershirt must be tucked in and have no visible markings Cargo pants are acceptable providing they meet the same requirements listed above Shorts must have a minimum inseam of 6” (15cm) and be no longer than 2” (5cm) below the knee Only approved Domino’s Pizza aprons should be worn in-store. Aprons must be clean, in good repair and worn at full Any team members involved in food preparation must wear an approved apron. Aprons may not be worn outside the store. A knit cap may be worn only by delivery personnel and may only be worn during cold weather. The only head covering that may be worn under the uniform or incentive hat is a hair net or a du-rag. The du-rag must be solid black or navy and have no markings, patterns or logos of any kind Any non-store Team Member involved in making pizzas must at a minimum wear a clean uniform hat and apron Rain jackets may be purchased through E&S or source locally following specific criteria Shoes must be worn and must completely cover the entire foot All team members wearing pants, shorts, or skirts with belt loops must wear a belt. All belts worn must be black, there will be no decorative buckles worn on belts.
Grooming Standards Maintained
3 points
Team Members reporting to work clean and taking the proper precautions to ensure body odor will be kept at a minimum Fingernails cleaned and neatly trimmed within 1/4" (1cm) beyond the end of the fingertips Facial hair clean, neatly trimmed, less than 1" (2.5cm) in length and “well defined”. This is not an excuse to randomly neglect shaving Hair that exceeds the top of the shirt collar must be properly restrained, either tucked under hat or tied back. Dyed hair in unnatural colors (green, pink, blue, etc.) and extreme hair styles are not allowed Team Members may request an accommodation on beard length for religious/cultural reasons Tobacco use is only allowed by Team Members on duty while on an authorized break, but must never be allowed in view of Customers or in stores Tattoos should be tasteful, and while on duty, Team Members should make every effort to cover the ones that are visible Jewelry is limited to the following: o Nonfood preparation team members: Hoop earrings of maximum ¾” diameter and stud earrings (limit of 2 earrings per ear), inexpensive watches, a simple necklace, and wedding rings may be worn. No other visible body piercings are permitted o Food preparation team member: Hoop earrings of maximum ¾” diameter and stud earrings (limit of 2 earrings per ear), wedding rings and a simple necklace only. No other visible body piercings are permitted o Tongue piercings must be removed before work. A clear tongue retainer with no graphics may be worn while at work in place of the tongue ring only o Grommets/gauges must be removed and replaced with a flesh colored plug. Gauge must be smaller than ¾” diameter in size
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Store Interior Clean and in Good Repair
All equipment must be clean, in good repair and fully operational Restroom floor, sink and toilet must be cleaned and sanitized on a daily basis Floors, baseboards, walls, vents and ceilings must be clean and in good repair All light fixtures and covers must be clean, in good repair and all bulbs must be fully operational All racks, containers, trays, storage bins and shelves must be clean and in good repair Trash cans and lids kept clean and in good condition A covered and lined trash can must be in all restrooms Computer terminals and keyboards must be clean and in good repair Heating, ventilation and air conditioning (HVAC) equipment must be installed so as to maintain a comfort range of 60°F to 90°F degrees Approved insect traps are changed regularly
Customer Area and Customer View Clean and in Good Repair
2 points
Oven and hood must be kept clean and in good condition and working properly Oven finger arrangements must be set up correctly Time & temperature of oven must be set according to DPLLC guidelines Store must have two approved working ovens Pizza screens/disks, pans and sandwich baking mats must be clean and in good repair Sufficient number of pans clean, carbon free and in good condition
Walk-in Clean and Working Properly
2 points
Exterior of front of building must be clean and in good repair Dough trays stored outside must be out of customer view Sidewalks must be clean and in good repair Parking lot must be clean and in good repair Outside area must be clean and free of trash, weeds and debris
Baking Equipment Clean and in Good Repair
3 points
All floors, baseboards, walls, vents, ceilings, counters, display racks, seating, windows and fixtures must be clean and in good repair All light fixtures and covers must be clean, present, and in good repair and all bulbs must be fully operational Napkin holders clean and stocked, if available No general storage in customer area All production areas in customer view must be clean and organized This would include, but is not limited to: o Ovens, makeline, walk in, walls, ceilings, heat rack, floors or lights, etc. Holiday decorations must be professionally displayed and are not allowed in the production areas Window blinds or curtains are not allowed CD players, tape decks and radios may be used in the store, but cannot interfere with customer conversation and must be in the back of the store, out of customer view Domino’s logo and lettering on soffit must be in good repair and complete (no missing letters)
Outside Entry Area Clean
3 points
1 point
Floor must be swept and mopped daily Floors, walls, ceiling, racks, fan covers, condensers, gaskets and door must be clean and in good repair Strip curtains clean and in good repair Lights must be operational and must be covered with a protective shield unless the light bulb is non-breakable There must be no standing water or water leaks that would cause Team Member safety issues or product contamination issues
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Makeline Clean and in Good Repair
Makeline cabinet, door gaskets, lids, interior and exterior must be clean and in good repair Makeline must have refrigerated cabinets and top rail All parts must be installed properly, clean, in good repair and fully operational (compressor grill cover, catch pans, grates, condenser, coils, fan covers, etc.)
Signage and Printed Materials
1 point
1 point
All approved interior and exterior signage must be properly displayed, clean, in good repair and fully illuminated “Free Delivery” must not be displayed on any signs All posted items must be typewritten or professionally printed Car top signs must be approved, clean, illuminated and in good repair An approved open sign is required in all stores and must be illuminated from open to close All stores must have an approved menu board or handheld menu with pricing of all products All wall displays are enclosed, framed or covered with Plexiglas Store hours decal must be displayed, accurate and in good repair Temporary advertisements/non Domino’s Pizza materials must meet DPLLC standards Use of “Tip” containers is prohibited Window blinds or curtains are not allowed Current national promotion materials must be displayed If the store has a chalk wall, it must have either an approved “Pizza Proverb” or a “Manager’s Special” decal on the chalk wall. Stores may post either the current national or co-op promotion offers, carryout specials, hiring messages, window paint or local store marketing banners on the front window so long as stores do not exceed 25% coverage on the front window. More than 25% coverage of store windows poses a security risk by limiting the view into the store Window coverings: o If a window is installed between the Customer area and any other area, it must be covered with an approved graphic o Approved window product graphics or approved opaque adhesive film is required on any side or back window where you can view the office and/or storage areas from outside the store o If the office is visible from the Customer area, it must be covered with a Mylar reflective one way film or graphic film
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SAFETY/SECURITY SECTION
2 points
Safe Utilized, Secured and Working
1 point
Time delay safe must be permanently mounted to the floor in the front of the store The time delay safe must be utilized Manager in Charge must have access to all parts of safe. If not, proper signage is needed Time delay safe and all of its related components must be fully functional At no time is a safe to be in the day lock mode Time delay safe must be equipped with a minimum 9 minutes delay Time delay safe must be equipped with cash drop capabilities
No More than $150 in Front Till/$75 per Pulse Cash Drawer
SANITATION SECTION Refrigeration and Product Temperatures in Specification
3 points
1 point
All hand sinks properly stocked with antibacterial/antimicrobial soap, single use towels, hot and cold running water and must be fully operational In-store personnel washing hands at appropriate times and using instant hand sanitizer when needed All Team Members following proper hand washing procedures If auto hand dryer is in use, it must be placed at least 2 feet from open food surfaces
Sanitation Procedures Followed
5 points
Walk-in temperature within specification (33°F-38°F/1°C-3°C) Makeline bin temperature within specification (33°F-41°F/1°C-5°C) Makeline cabinet temperature within specification (33°F-40°F/1°C- 4°C) Beverage cooler temperature within specification (33°F-41°F/1°C-5°C) Beverage Coolers holding cola products only, temperature within specification (37°F-48°F/3°C-9°C) Additional refrigeration units temperature within specification (33°F-38°F/1°C- 3°C) All products held at 45ºF or higher for more than 2 hours will be discarded
Proper Hand Washing
1 point
Front till is defined as the cash drawer in customer view, till used to make customer change or any accessible cash and must contain less than $150 If Pulse Cash Drawer program is used, maximum of $75 is allowed per drawer.
1 point
All surfaces and utensils that come in contact with a finished product must be cleaned and sanitized every two (2) hours to reduce harmful bacteria levels (pizza cutter, peel, knives, bubble fork, containers, sandwich & pizza cut table, etc) Proper wash, rinse and sanitizing procedure is followed Correct concentration level of sanitizing agent must be used Sanitizer agent test strips must be available The food preparation/cleaning area and all utensils used for food preparation and handling (counters, sinks, etc.) must be properly cleaned and sanitized after each use All products must be stored 6” from the floor on racks or 4” from the floor on dollies All prepped products must be stored in enclosed containers All products must be stored in clean and sanitized containers All stores must have a minimum of two (2) calibrated and working stem thermometers in use, one (1) in Walk in cooler and one (1) in makeline rails required No “Ready to Eat” products touched with bare hands All squeeze bottles, containers and bins are properly washed and sanitized before refilled to avoid cross contamination Squeeze bottles of sauce for pan pizza filled from fresh sauce Bug zappers/fly strips are not allowed within ten (10) feet of production/preparation areas
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