[RESTAURANT NAME]

QUALITY ASSURANCE PROGRAM

I. OVERVIEW
1. The Importance o Q!a"#t$
[Restaurant name] has built a successful business by serving EXCELLENT f! accm"anie!
by EXCELLENT service# at reasnable "rices# in a clean# $ell%maintaine! facility& [Restaurant
Name] 'uality stan!ar!s ensure that guests remain lyal an! visit ur restaurants again an!
again&
Cm"etitin fr restaurant !llars is fierce# an! $hen a custmer has (ust ne me!icre
e)"erience they may never return# nt (ust t the ffen!ing restaurant# but t any restaurant in the
rgani*atin& They may als tell frien!s an! c$r+ers# an! recmmen! that they nt g t that
restaurant either& Since an enrmus effrt is ma!e t attract guests t [Restaurant Name]# $e
sim"ly can,t affr! t !isa""int even ne guest&
The -uality Assurance chec+lists $ill hel" the Management maintain a high !egree f vigilance
ver the "eratin f the restaurant&
%. Con&#&tenc$
A!herence t the ."erating stan!ar!s ensures that ur guests receive a cnsistent e)"erience at
all restaurant lcatins& A cnsistent e)"erience is im"rtant because guests might becme
cnfuse! an!/r angry if "rtin si*e# f! 'uality# r service !iffers frm ne restaurant t
anther&
.ften Em"lyees may feel that they are 0!ing a custmer a favr0 t give a larger "rtin r
smething e)tra& 1n !ing s# h$ever# they create a false e)"ectatin that $ill cause
!isa""intment the ne)t time the guest visits&
2r that reasn $e as+ Management an! all em"lyees t maintain the [Restaurant Name]
Stan!ar!s f ."eratin&
'. Rat#n( S$&tem
-uality Assurance Chec+lists have been !evel"e! fr use by the restaurant Management team
n a mnthly basis& 1n a!!itin# the $ners# franchisr# r their re"resentative $ill cm"lete
these chec+lists fr each unit n a 'uarterly basis&
The t" "ssible scre is 3#444& 1f a restaurant falls bel$ a scre f 564# serius changes must
be ma!e in the "eratins f the unit& An actin "lan $ill be !evel"e! t a!!ress any !eficient
areas# an! it $ill be the res"nsibility f the Management Team t im"lement an! e)ecute the
"lan& T$ 'uarterly ratings bel$ 564 are grun!s fr !isci"linary actin& All rating sheets are
fun! n the fll$ing "ages&
[Restaurant Name]
-uality Assurance 7rgram
8
II. QUALITY ASSURANCE SCORECAR)
Cate(or$ Po&&#*"e Score Act!a" Score
9uest Service :64
A!ministratin ;4
2! -uality :64
2.< Cleanliness 344
=.< Cleanliness 344
Management >4
Ttal 3444
Scor#n(
E)cellent 1+++,-.+ 2air 5??%564
9! ?>?%?44 7r 5>?%
Note&/Comment&0
9uest Service
A!ministratin
9ames -uality

=everage/2! -uality
[Restaurant Name]
-uality Assurance 7rgram
:
Cleanliness
Management
Revie$e! by@ Aate@
[Restaurant Name]
-uality Assurance 7rgram
>
III. GUEST SERVICES CHECKLIST
Date: Page 1
Date: Page 1
Item
Possible
Points
Points
Earned
Notes
Drive Tro!"#$ront Door
Servi%e#E&'erien%e in (!e!e
)bservation # Visit
1
There is information explaining to guests how to
enjoy their experience at [Restaurant Name] 10

Paper menus are well stoc!e"# colorful# an"

clean
10
$
Pictures of [Restaurant Name]
specials%specialties an" feature" items are
clean# &right# an" in goo" repair
10
' The line mo(es at smooth# )uic! pace 10
*indo+#Casier#Sales E&'erien%e
)bservation # Visit
1
*ll guests are greete" with a sincere smile an"
+,elcome to the [Restaurant Name]- while
ma!ing eye contact
1.

*ll ,in"ow%/ashier uniforms are cleane" an"

presse"# no stains or fa"ing
10
'
,in"ow%/ashier uses their own personality to
intro"uce themsel(es# an" they ma!e a
connection with the guests
10
.
,in"ow%/ashier always mentions the
0pecials%0pecialties an" our signature "rin!s
10
1
2enu &oar"s are clean# easy to rea"# an" in
goo" repair
10
3 /ommunications are clear an" easily un"erstoo" 10
4
,in"ow%/ashier meets the guests nee"s &y
suggesti(ely selling specific "rin!s an" menu
items
10
5
,in"ow%/ashier mentions specific "esserts an"
remin"s guests to sa(e room for "essert
10
10
,in"ow%/ashier rea"s &ac! or"er to guest to
ensure or"er accuracy
1.
11
,in"ow%/ashier exhi&its thorough menu an"
pro"uct !nowle"ge# an" completes all or"ers
completely an" accurately
1.
/ontinue"6 Possible S%ore ,or Tis Pa"e 1..
G!est Servi%e Ce%-list
[Restaurant Name]
-uality Assurance 7rgram
6
Date: Page
Item
Possible
Points
Points
Earned
Notes
1
,in"ow%/ashier )uic!ly an" accurately
processes guests payment following all
[Restaurant Name] proper cash han"ling
proce"ures
10
1$
,in"ow%/ashier or"er pic! up au"i&le an" clear
10
1'
,in"ow%/ashier engage the guest at foo" pic!
up area an" says +than! you- an" +see you
tomorrow-
1.
E&'o )bservation#Visit
1 *ll foo" meets )uality an" appearance stan"ar"s 1.

7xpo ensures completeness an" accuracy of the

or"er &efore "eli(ery to the guest
1.
$
7xpo ensures the correct pac!aging of all
pro"ucts 8 nap!ins# straws# etc
10
' 7xpo ensures proper con"iments with each or"er 10
.
7xpo constantly monitoring an" "ri(ing tic!et
times
0
.ana"er Servi%e
)bservation
1 2anager is "resse" professionally 10

2anager is present in the operations "uring all

PE/K times# acti(ely assisting employees an"
guests
10
$
2anager has properly set up the shift for
success# assigne" si"e wor!# an" is setting the
tempo
10
'
2anager is re(iewing hourly sales reports for
&usiness tren" fluctuations# reacting accor"ingly
10
.
2anager is acti(ely wor!ing 7xpo to ensure foo"
)uality# proper portions# presentations# an"
consistency9 2anager is +touching- at least 50:
of the plates that go out
0
1
2anager ensures that all employees are
+Than!ing ; in(iting- guest &ac! as they lea(e
10
3
2anager<s top priority is =1 wor! the expo an" =
interact with guests9 2anager is acti(ely "irecting
the staff# "ri(ing tic!et times an" ser(ice
stan"ar"s
0
Possible S%ore ,or Tis Pa"e
15.
[Restaurant Name]
-uality Assurance 7rgram
;
IV. /D.INISTR/TI)N CHECKLIST
Date: Page 1
Item
Possible
Points
Points
Earned
Notes
HR S0STE.S 1 TR/INING /ND CERTI$IC/TI)N REVIE*
1 *ll 7mployees ha(e complete" the training
an" ha(e &een certifie" 8 Certi,i%ation
%erti,i%ate on ,ile
10
*ll 7mployees ha(e complete" >rientation
an" re(iew of the 7mployee ?an"&oo!
.
$ *ll 7mployees clearly un"erstan" the
[Restaurant Name] culture an" (alues
.
HR S0STE.S 1 /D.INISTR/TIVE REVIE*
1 ,or! sche"ule is complete" wee!ly for all
employees
$
/urrent jo& openings an" applications rea"ily
a(aila&le
$
HR S0STE.S 1 E.PL)0EE C)..UNIC/TI)N REVIE*
1 7mployee communication meetings are hel"
regularly@ minutes !ept on file
.
7mployee Anformation Boar"s !ept upCtoC"ate .
$ 7mployee timeCoff is sche"ule" at least two
wee!s in a"(ance
$
' *ll 7mployee re(iews complete" as sche"ule"
an" forms onCfile
$
HR S0STE.S 1 LE/DERSHIP /ND DEVEL)P.ENT REVIE*
1 1C super(isors are "e(elope" an" a&le to run
shift
$
,ee!ly 2anager meetings inclu"e training on
an aspect of [Restaurant Name] ser(ice#
culture# stan"ar"s# etc9
$
SC)RE2)/RDING /ND C)..UNIC/TI)N REVIE*
1 [Restaurant Name] ?istory is poste" in
prominent place
$
[Restaurant Name] Dalues an" 2ission is
poste" in prominent place
$
$ Eair Fa&or 0tan"ar"s Boar" poster GHnite"
0tates unitsI is poste" in a prominent place
$
' Hniform stan"ar"s poster is poste" $
Possible S%ore ,or Tis Pa"e .0
[Restaurant Name]
-uality Assurance 7rgram
B
V. $))D (U/LIT0 CHECKLIST
Date: Page 1
Item
Possible
Points
Points
Earned
Notes
2)H 1 LINE REVIE*
1 *ll line coo!s are wearing the re)uire"
[Restaurant Name] uniform
.
*ll line coo!s are wearing proper hair
restraints or hats
.
$
Fine chec!s are complete" each shift "aily .
'
Picture menu poste" on line an" legi&le .
. Juality training % portioning materials are
laminate" an" poste" at each section
.
1 /ol" storage for con"iments is at correct
temperature 8 '0 E or &elow
10
3 ?ot 0torage for prepare" foo"s is at a correct
temperature 8 1'. E or a&o(e
10
4 *ll foo" is "ayC"otte"# reflecting accurate shelf
life an" properly rotate" using EAE>
.
5 Proper portioning tools are in goo" con"ition
an" present on e(ery station
10
10 *ll menu items are prepare" to recipe an"
specifications
.
2)H 1 PREP REVIE*
1 Prep coo!s are wearing the re)uire"
[Restaurant Name] uniform
.
Prep coo!s are wearing the proper hair
restraints or hats
.
$ Prep ingre"ients % pro"ucts are all outsi"e the
+Danger Kone- 8 either &eing rapi"ly coole" to
'0 E or heate" to 1'. E or a&o(e
10
' Recipe &oo! is present an" &eing a"here" to
for each recipe
10
. Prep list is complete" accurately an" &eing
followe"
.
1 Prep coo! is wor!ing on or less items at a
time to pre(ent +Danger Kone- (iolations
.
Possible S%ore ,or Tis Pa"e 1'.
[Restaurant Name]
-uality Assurance 7rgram
5
$))D (U/LIT0 CHECKLIST
Date: Page
Item
Possible
Points
Points
Earned
Notes
2)H 1 TR/INING /ND CERTI$IC/TI)N REVIE*
1
*ll line%prep coo!s are certifie" an" recipe teste" 8
certification certificate an" recipe test on file
10

*ll line%prep stations acti(ely using [Restaurant Name]

recipes to prepare menu items
10
$
*ll B>? 7mployees clearly un"erstan" the [Restaurant
Name] culture an" commitment to consistency an" )uality
.
LE/DERSHIP /ND DEVEL)P.ENT REVIE*
1 2anagers con"uct regular communication meetings@ minutes
on file9
.

Litchen Anformation Boar"s up"ate" for each shift .

2)H 1 SPEED /ND DELIVER0 S0STE.S
1
/loc! is poste" at expo .
Muest or"ers are prepare" an" rea"y for pic!Cup within .
minutes9
.
Possible S%ore ,or Tis Pa"e 1.
[Restaurant Name]
-uality Assurance 7rgram
?
$))D (U/LIT0 CHECKLIST
Date: Page $
Item
Possible
Points
Points
Earned
Notes
2)H 1 ./N/GER $UNCTI)N REVIE*
1
2anagement !eeps accurate an" up"ate" or"er &oo!s 8
pars up"ate" at least monthly
10

*ll items on the prep list are Juality an" Niel"

teste"%management tastes complete" prep items to ensure
recipe a"herence an" consistency
10
$
2anagement monitors the expo counter to ensure foo"
)uality an" )uic! pic! up of or"ers
.
'
2anagement completes%appro(es prep lists "aily# accurately
completing list to reflect unit usage
10
.
2anagement o(ersees receipt of all pro"ucts# ensuring
pro"uct specifications# )uality# weights an" &illing accuracy
.
PR)DUCT T/STE3 TE4TURE /ND TE.PER/TURE
1 Glist prepare" foo" items hereI .
.
$ .
' .
. .
1 .
3 .
4 .
5 .
10 .
11 .
1 .
1$ .
1' .
1. .
11 .
Possible S%ore ,or tis Pa"e 1'0
[Restaurant Name]
-uality Assurance 7rgram
34
VI. $)H CLE/NLINESS CHECKLIST
Date: Page 1
Item
Possible
Points
Points
Earned
Notes
SIGN/GE /ND E4TERI)R LIGHTING REVIE*
1 >utsi"e sign is in goo" con"ition an" the
lighting is wor!ing
.
*ll exterior lighting is in goo" con"ition an"
wor!ing9 Par!ing lot lights are aime" correctly
for e(en light "istri&ution an" correct
&rightness
.
$ ?an"icap par!ing signs are in place# poles
straight

DU.PSTER /ND TR/SH /RE/S REVIE*

1 Dumpster is enclose" with gates that are in
goo" con"ition an" is loc!e" an" secure"

Dumpster li" is tightly close" an" no offensi(e

o"ors or ro"ent infestation are aroun" trash
area

$ *rea aroun" outsi"e trash &in is clean an"

painte"# an" all trash is pic!e" up

Possible S%ore ,or Tis Pa"e 14

[Restaurant Name]
-uality Assurance 7rgram
33
$)H CLE/NLINESS CHECKLIST
Date: Page
Item
Possible
Points
Points
Earned
Notes
P/RKING L)T /ND L/*N REVIE*
1 Par!ing lot entrance an" exit are easy to see
an" free of (isual o&struction when pulling in
or out

Par!ing lot is a&solutely clean 8 no "irt# trash#

or wee"s CC an" in goo" con"ition 8 no
potholes or crac!s in concrete that present a
tripping haOar"

$ The si"ewal!s an" areas in the front an"

si"es of the restaurant all the way to the street
are clean an" clear of trash# power washe"
monthly9 *ny small steps aroun" or going into
the restaurant ha(e &een clearly mar!e" with
white or yellow paint so that no one can trip

' ?an"icap space striping meets *D*

re)uirements9 The wal!way is safe an"
negotia&le for "isa&le" people Gas per *D*
regulationsI

. The lan"scaping is trimme"# lea(es an" trash

remo(e"# &ushes are trimme"# an" is wee"
free

R))$ /ND */LLS REVIE*

1 Paint on outsi"e walls is correct color# in goo"
con"ition with no graffiti anywhere

Roof is free of lea!s an" in goo" con"ition

Possible S%ore ,or Tis Pa"e 1'
[Restaurant Name]
-uality Assurance 7rgram
38
$)H CLE/NLINESS CHECKLIST
Date: Page $
Item
Possible
Points
Points
Earned
Notes
$R)NT D))RS /ND VESTI2ULE REVIE*
1 Eront "oors are clean an" polishe"
Eloor is clean# "ry an" nonCslippery
$ No clutter is in entryway or ,in"ow%/ashier
stan"@ e(erything is in its place inclu"ing neat
stac!s of menus

GUEST /RE/ 5 CEILINGS

1 Downlights are all clean# functioning an" lit
with no &urne" out &ul&s

*ll corners an" joints are clean an" free of

(isi&le "ust an" "irt

$ *ll expose" ceiling area is clean an" free of

(isi&le "ust an" "irt

' /eilings are in goo" con"ition an" free of

lea!s or grease

. /eiling */ (ents an" areas aroun" them are

clean

GUEST /RE/ 5 T/2LES

1 *ll ta&le tops are clean an" in goo" repair
*ll ta&le top items are clean# properly stoc!e"
an" in goo" repair 8 sugar ca""ies# salt an"
pepper sha!ers# ashtrays

$ *ll ta&le an" chair legs cleane" an" polishe"9

Ta&les an" chairs "o not wo&&le

' 0eats an" &ac!s are clean an" in goo"

con"ition on chairs

Possible S%ore ,or Tis Pa"e '

[Restaurant Name]
-uality Assurance 7rgram
3:
$)H CLE/NLINESS CHECKLIST
Date: Page '
Item
Possible
Points
Points
Earned
Notes
GUEST /RE/ 1 */LLS#*IND)*S
1 ,all pictures are straight an" polishe"# Af
lighte"# lights are wor!ing an" properly aime"

,all paint is clean an" free of fingerprints or

stains

$ *ll artifacts are clean# in goo" repair an"

properly positione"

GUEST /RE/ 5 $L))RS

1 Eloors an" carpete" areas are swept an"
moppe" with "isinfectant cleaner# no crac!s or
chips

Eloors are free of spills or wet spots# wet floor

signs are out where nee"e"

GUEST /RE/ 1 *)RK ST/TI)NS

1 *ll croc!ery an" utensils store" in E>? areas
are store" appropriately

,or! stations are wipe"# sanitiOe"# in goo"

repair an" free of any personal items

$ Dirty "ishes# glasses# flatware are not allowe"

to accumulate at wor!station

GUEST /RE/ 1 .ISC.

1 P>0 screens are clean an" clutter aroun"
them has &een remo(e"

Telephone is clean an" polishe"

$ 0afety cones use" whene(er floor is wet
Possible S%ore ,or tis Pa"e
[Restaurant Name]
-uality Assurance 7rgram
3>
$)H CLE/NLINESS CHECKLIST
Date: Page .
Item
Possible
Points
Points
Earned
Notes
RESTR)).S REVIE*
1 7ntry "oors are clean# in goo" con"ition# an"
la&ele"

Eloor "rains are wor!ing# clean# an" co(ere"#

with no o"or9 Eloors are moppe" an"
"isinfecte"

$ *ll walls an" "i(i"ers are clean an" free of

graffiti

' ?ot an" col" water are a(aila&le

. Toilets an" urinals are clean an" sanitiOe"#
an" are properly secure" to wall or floor# an"
seats are firmly secure" to toilet &owl

1 Toilet paper is stoc!e"

3 Paper towel an" soap "ispensers are full Gno
&ar soapPI

4 ?an" sin! &asin an" counter are cleane" an"

polishe"# mirrors are polishe" an" free of
stains# an" in goo" repair 8 no crac!s an"
chips

5 Trash is emptie" an" trash containers are

clean insi"e an" out

10 7xhaust fans are clean an" wor!ing# an"

"eo"orants are use" for "isinfecting an"
pleasant smell

11 The room is e)uippe" for "isa&le" people Gas

per *D* regulationsI

Possible S%ore ,or Tis Card

[Restaurant Name]
-uality Assurance 7rgram
36
VII. 2)H CLE/NLINESS CHECKLIST
Date: Page 1
Item
Possible
Points
Points
Earned
Notes
C))KING /ND PREP /RE/S REVIE*
1
Broiler area is clean@ area is neat $
Eryers ha(e &een cleane"# an" oil is in goo"
con"ition
$
$ ?oo"s are polishe"# an" (ents are clean an"
operating properly
$
' ,or! areas an" cutting &oar"s are cleane"
often an" sanitiOe"
$
.
?an" washing sin! is near&y an" use" often
&y coo!s Gwater temp9 correctI
$
1
Trash receptacles are clean an" sanitiOe" $
3
No trash or empty &oxes are littering area $
4
,alls are clean an" stain free $
5 /eilings are clean an" in goo" con"ition $
10 Fighting is clean# &right# an" all &ul&s are
wor!ing Gno "ar! areasI# an" safety shiel"s
are in place
$
11 Doors to !itchen are cleane" &oth si"es $
2)H S/$ET0 REVIE*
1 Ru&&er mats an" carpets are in place in
appropriate areas to pre(ent slips
$
0pills are moppe" imme"iately 8 wet floor
signs use" when nee"e"
$
$ 7)uipment is properly groun"e" with a $C
prong plug# N) E4TENSI)N C)RDS3 an" all
plugs ha(e faceplates
$
Possible S%ore ,or tis Pa"e '
[Restaurant Name]
-uality Assurance 7rgram
3;
2)H CLE/NLINESS CHECKLIST
Date: Page
Item
Possible
Points
Points
Earned
Notes
C))KING /ND PREP /RE/S REVIE*
1 Eloors are clean an" in goo" repair
$
0hel(es are a minimum of 1- from floor an" are
stan"ing firmly or securely wallCmounte" 8 no
sha!y feelings
$
$ *ll ceiling lights are functioning
$
' Foc!s on &ac! "oor# office "oor# an" safe are in
wor!ing con"ition9 Bac! "oor is !ept loc!e" at
*FF times
$
. Bac! "oor is clean an" paint is in goo" con"ition
$
1 Prep sin!s are clean an" in wor!ing or"er# free
of lea!s
$
E.PL)0EE /RE/ REVIE*
1 7mployee loc!ers are clean# cleare" of trash#
an" in goo" con"ition
$
C))LER#$REE6ER /RE/S REVIE*
1 *ll items are co(ere" an" on shel(es 8 nothing
on floor or sitting on &oxes of other items
$
Thermometer rea"s 0 "egrees for freeOer
$
$ Thermometer rea"s '0 "egrees or less for
cooler
$
' Atems are place" correctly for firstCin % firstCout
GEAE>I usage
$
Possible S%ore ,or Tis Pa"e
$$
[Restaurant Name]
-uality Assurance 7rgram
3B
2)H CLE/NLINESS CHECKLIST
Date: Page $
Item
Possible
Points
Points
Earned
Notes
PLU.2ING#DISH*/SHING REVIE*
SINK
1 $Ccompartment sin! is clean an" wor!ing# with
no lea!s in any of the sin!s
.
The first sin! has soapy water at 10C1$0E
.
$ The secon" sin! has clear rinse water 10C
1$0E
.
' The thir" sin! has clean water with sanitiOer
50C110E9 Atems are left in sanitiOer for a
minimum of minutes or as health co"e
an"%or "irections on the sanitiOer re)uire
.
. Test strips are easily a(aila&le to test sanitiOer
an" "ish temp
.
Possible S%ore ,or Tis Pa"e .
[Restaurant Name]
-uality Assurance 7rgram
35
VIII. ./N/GE.ENT CHECKLIST
Date: Page 1
Item
Possible
Points
Points
Earned
Notes
PERS)NNEL $ILES REVIE*
1 *ll personnel ha(e &een through proper
re(iews "uring their pro&ation perio"
$
*ll personnel ha(e ha" their appropriate
re(iews# with notes an" forms fille" out an" in
their files
$
$ *ll personnel files are up to "ate# an"
accurate
AC5 forms on all personnel ha(e &een sent to
corporate
$
' *ll personnel files contain copy of 7mployee
han"&oo! signature
$
S/LES REP)RTING /ND C)NTR)LS REVIE*
1
Daily sales reports are complete" up to "ate .
Daily Ley Atem An(entories complete"#
accurate an" enforce" with the B>? staff
10
C/SH H/NDLING REVIE*
1 /ash an" sales reports &alance on a "aily
&asis 8 o(er%short in(estigate"
.
Ban! "eposit is accurate an" complete" "aily
8 authenticate" "eposit slip attache" to the
cash report an" initiale" &y Meneral 2anager
4
Possible S%ore ,or Tis Pa"e '0
[Restaurant Name]
-uality Assurance 7rgram
3?
I4. /CTI)N PL/N
/ritical Assues:
Timeline 8 Dates for /ompletion:
Responsi&ilities 8 ,ho:
*ccounta&ility 8 Eollow Hp Re(iew:
2anager 0ignature
[Restaurant Name]
-uality Assurance 7rgram
84