• Area Manager Critical Checklist

  • Date of Audit*
     - -

  • SQC Section 1 - Customer Service & Serving Speed

  • 1. Clear Queue - Total 10 points or Nothing (a) ALL Staffs (including SIC&PIC) must prioritize LINE CLEARING ALL TIMES. Prioritize line clearing when there are 3 or more customers in queue - 10 points or Nothing - AM need to indicate date & time when view real time or CCTV.*
  • Date
     - -
  • 1. Clear Queue - Total 1 point (b) If have 5 or more customers in a queue must open next counter(staff use the ring bell to ask help from PIC on duty) - 1 point - AM need to indicate date & time when view real time or CCTV.*
  • Date
     - -
  • Image field 904
  • 2. Service manner - Total 2 points - Staff must be helpful when approached by customer and serve customer in a friendly and polite manner. (Impatient body language is not allowed at selling floor, kitchen& counter area) - 2 points - AM need to indicate date & time when view real time or CCTV.*
  • Date
     - -
  • Image field 1119
  • 3. 8 Steps Cashiering - Total 8 points or Nothing - All store team follows 8 steps counter of Customer Service stated in SQC guidelines. -8 points or nothing - AM observe at least 3 customers for the 8 steps of cashiering & recommend customer to download FM apps to collect points for food redemption/latest promotion*
  • Image field 738
  • 4. Queue stands and Queue aids - Total 1 point - properly display. (1x Oden Q, 1x Express served by all POS) - 1 point*
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  • 5. Staff appearance - Total 7 points - Well groomed and as per required in SQC guideline.-7 points*
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  • 6. POS services - Total 4 points - Ensure POS and all devices able do payment mode. - 4 points - If device not function, AM checking must support with store eportal; AM need to assist follow up for eportal that unsolved for >7 days(re-amend using the same eportal number)*
  • Image field 744

  • SQC Section 2 - ON-SHELF AVAILABILITY (OSA) & PRODUCT DISPLAY

  • 7.a OSA - High On-shelf availability/ Shelf “Fullness” of 5 Top Product Categories - Total 2 points (a) Promo GE & New Launches (GM) - 2 points AM to check using CCTV - Measure OSA based on availability by SKU. - Only promo GE need to have 4 quantity per SKU, other category 1 quantity per SKU (replenish stocks from backroom when have gap)*
  • 7.b OSA - High On-shelf availability/ Shelf “Fullness” of 5 Top Product Categories - Total 2 points (b) FF: Soft Serve, Oden (including Tom Yum Base and Original Oden Base), Coffee & Frozen Drinks. All FF Item must be available through the business hours. - 2 points AM to check using CCTV - Measure OSA based on availability by SKU. - Only promo GE need to have 4 quantity per SKU, other category 1 quantity per SKU (replenish stocks from backroom when have gap)*
  • Image field 1130
  • 7.c OSA - High On-shelf availability/ Shelf “Fullness” of 5 Top Product Categories - Total 2 points (c) RTE Onigiri, Bread, Sandwiches – RTE category A must available all the time. - 2 points AM to check using CCTV - Measure OSA based on availability by SKU. - Only promo GE need to have 4 quantity per SKU, other category 1 quantity per SKU (replenish stocks from backroom when have gap)*
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  • 7.d OSA - High On-shelf availability/ Shelf “Fullness” of 5 Top Product Categories - Total 2 points (d) GM: Short Shelf Life Drinks (SSLD), Non Alcoholic Beverages, Confectioner - 2 points AM to check using CCTV - Measure OSA based on availability by SKU. - Only promo GE need to have 4 quantity per SKU, other category 1 quantity per SKU (replenish stocks from backroom when have gap)*
  • Image field 1133
  • 7.e OSA - High On-shelf availability/ Shelf “Fullness” of 5 Top Product Categories - Total 2 points (e) Others: FF Hot Snacks, RTE Dessert, RTE Cakes, RTE Rice Box/Noodles, RTE Salad, RTE Sushi, GM Food, GM Non-food. - 2 points AM to check using CCTV - Measure OSA based on availability by SKU. - Only promo GE need to have 4 quantity per SKU, other category 1 quantity per SKU (replenish stocks from backroom when have gap)*
  • Image field 1134
  • Image field 917

  • AM may order stopper through Ops Support eportal

  • 8.a Display standard - Total 1 point -moved to the front edge/stopper of the shelf; -- -upright; facing the front. (a) RTE OCC 4 - 1 point*
  • 8.b Display standard - Total 1 point -moved to the front edge/stopper of the shelf; -- -upright; facing the front. (b) RTE OCC 10 - 1 point*
  • 8.c Display standard - Total 1 point -moved to the front edge/stopper of the shelf; -- -upright; facing the front. (c) RTE Bread - 1 point*
  • 8.d Display standard - Total 1 point -moved to the front edge/stopper of the shelf; -- -upright; facing the front. (d) SSLD & Beverages - 1 point*
  • 8.e Display standard - Total 1 point -moved to the front edge/stopper of the shelf; -- -upright; facing the front. (e) Promo GE - 1 point*
  • 8.f Display standard - Total 1 point -moved to the front edge/stopper of the shelf; -- -upright; facing the front. (f) GM Food & Non-food - 1 point*
  • Planogram example; Planogram effective date on below left
  • 9.a Planogram - Total 2 points - Products displayed strictly follow latest planogram (follow sequence and number of shelving based on Planogram). (a) RTE OCC 4 - 2 points **Latest planogram in store server -> Master Plano***
  • 9.b Planogram - Total 2 points - Products displayed strictly follow latest planogram (follow sequence and number of shelving based on Planogram). (b) RTE OCC 10 - 2 points **Latest planogram in store server -> Master Plano***
  • 9.c Planogram - Total 2 points - Products displayed strictly follow latest planogram (follow sequence and number of shelving based on Planogram). (c) RTE Bread - 2 points **Latest planogram in store server -> Master Plano***
  • 9.d Planogram - Total 2 points - Products displayed strictly follow latest planogram (follow sequence and number of shelving based on Planogram). (d) FF (Chiller Showcase /Warmer) - 2 points **Latest planogram in store server -> Master Plano***
  • 9.e Planogram - Total 2 points - Products displayed strictly follow latest planogram (follow sequence and number of shelving based on Planogram). (e) SSLD & Beverages - 2 points **Latest planogram in store server -> Master Plano***
  • 9.f Planogram - Total 2 points - Products displayed strictly follow latest planogram (follow sequence and number of shelving based on Planogram). (f) Promo GE - 2 points **Latest planogram in store server -> Master Plano***
  • 9.g Planogram - Total 2 points - Products displayed strictly follow latest planogram (follow sequence and number of shelving based on Planogram). (g) GM Food & Non-food - 2 points **Latest planogram in store server -> Master Plano***
  • 10. Store NAV Ordering - Total 4 points - Store PIC actively place and review orders in NAV (RTE, FF, FF Packaging and Store supplies items). - (1 point each category)*

  • SQC SECTION 3 - Sales Aids: Latest Price Tag & Promotion POPs is displayed.

  • 11. Price tag - Total 5 points Latest Price Tag is displayed follow the SKU. ( AM to check 5 latest price change according ops support memo) - 5 points*
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  • 12.1 Price tag display - Total 5 points 5 Category : 1.FF (a) Price tags/cards are arranged based on latest planogram.-2 points each category (b) No missing or damaged price tag. - 1 point each category (c) The price tags/cards must match the items on display. - 1 point each category (d) Price Tags are placed to the most left of products. - 1 point each category*
  • 12.2 Price tag display - Total 5 points 5 Category : 2.RTE (a) Price tags/cards are arranged based on latest planogram.-2 points each category (b) No missing or damaged price tag. - 1 point each category (c) The price tags/cards must match the items on display. - 1 point each category (d) Price Tags are placed to the most left of products. - 1 point each category*
  • 12.3 Price tag display - Total 5 points 5 Category : 3.GM SSLD & Beverages (a) Price tags/cards are arranged based on latest planogram.-2 points each category (b) No missing or damaged price tag. - 1 point each category (c) The price tags/cards must match the items on display. - 1 point each category (d) Price Tags are placed to the most left of products. - 1 point each category*
  • 12.4 Price tag display - Total 5 points 5 Category : 4.GM Food & Non Food (a) Price tags/cards are arranged based on latest planogram.-2 points each category (b) No missing or damaged price tag. - 1 point each category (c) The price tags/cards must match the items on display. - 1 point each category (d) Price Tags are placed to the most left of products. - 1 point each category*
  • Image field 756
  • 12.5 Price tag display - Total 5 points 5 Category : 5.Promo GE (a) Price tags/cards are arranged based on latest planogram.-2 points each category (b) No missing or damaged price tag. - 1 point each category (c) The price tags/cards must match the items on display. - 1 point each category (d) Price Tags are placed to the most left of products. - 1 point each category*
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  • 13. POPs display - Total 9 points Products and promotional POPs are up to date and displayed correctly at : (a) OCC - 1 point (b) Gondolas - 1 point (c) Chillers - 1 point (d) Freezers - 1 point (e) FF Equipment - 4 points (f) POS terminals - 1 point - AM check latest POSM Communication Pack via store server*
  • 14. Cigarettes' POPs - Total 2 points Ensure Cigarette POPs displays are at below location : (a) All dining area (inside/outside store) (b) CDU Tobacco (Not allow to sell cigarettes to customer below 18 years old) without display authority will issue SAMAN - 2 points - If missing, item (a) request from Marketing eportal & (b) request from Ops Support eportal*
  • Image field 911

  • SQC SECTION 4: General Store Cleanliness and Maintenance

  • 15. Cleaning checklist - Total 3 points - Time & staff signature that carry out cleaning must record accordingly : (a) Daily cleaning - 1 point (b) Weekly cleaning - 1 point (c) Monthly cleaning - 1 point*
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  • 16.1 External Store Front Cleanliness - Total 5 points - Ensure STORE FRONT always meet general cleanliness & hygiene Requirements: 1. Entrance, Windows, Glass doors, glass panels, automated door (a) Clean with no food residue - 1 point (b) No mould - 1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies - 1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. - 1 point (e) Damage-free/equipment/lighting in good working condition - 1 point*
  • 16.2 External Store Front Cleanliness - Total 5 points - Ensure STORE FRONT always meet general cleanliness & hygiene Requirements: 2. Corridor outside of shop and surrounding area (including, external trash bin, mat, banner, bunting, etc) (a) Clean with no food residue - 1 point (b) No mould - 1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies - 1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. - 1 point (e) Damage-free/equipment/lighting in good working condition - 1 point*
  • 16.3 External Store Front Cleanliness - Total 5 points - Ensure STORE FRONT always meet general cleanliness & hygiene Requirements: 3. Ceiling, Under Eaves, Lights and vents. (a) Clean with no food residue - 1 point (b) No mould - 1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies - 1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. - 1 point (e) Damage-free/equipment/lighting in good working condition - 1 point*
  • 16.4 External Store Front Cleanliness - Total 5 points - Ensure STORE FRONT always meet general cleanliness & hygiene Requirements: 4. FM Signboards (lighting cover full signboard; no black spot) (a) Clean with no food residue - 1 point (b) No mould - 1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies - 1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. - 1 point (e) Damage-free/equipment/lighting in good working condition - 1 point*
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  • 17.1 Internal Store Sales Floor Cleanliness - Total 5 points - Ensure SALES FLOOR always meet general cleanliness & hygiene Requirements: Total 7 area : 2. Eat-in area (a) Clean with no food residue -1 point (b) No mould -1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies -1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. -1 point (e) Damage-free/equipment/lighting in good working condition -1 point*
  • 17.2 Internal Store Sales Floor Cleanliness - Total 5 points - Ensure SALES FLOOR always meet general cleanliness & hygiene Requirements: Total 7 area : 2. Trash bin (a) Clean with no food residue -1 point (b) No mould -1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies -1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. -1 point (e) Damage-free/equipment/lighting in good working condition -1 point*
  • 17.3 Internal Store Sales Floor Cleanliness - Total 5 points - Ensure SALES FLOOR always meet general cleanliness & hygiene Requirements: Total 7 area : 3. Gondola & Products (a) Clean with no food residue -1 point (b) No mould -1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies -1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. -1 point (e) Damage-free/equipment/lighting in good working condition -1 point*
  • 17.4 Internal Store Sales Floor Cleanliness - Total 5 points - Ensure SALES FLOOR always meet general cleanliness & hygiene Requirements: Total 7 area : 4. OCC & Products (a) Clean with no food residue -1 point (b) No mould -1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies -1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. -1 point (e) Damage-free/equipment/lighting in good working condition -1 point*
  • 17.5 Internal Store Sales Floor Cleanliness - Total 5 points - Ensure SALES FLOOR always meet general cleanliness & hygiene Requirements: Total 7 area : 5. Sales Floor Chiller/Freezer/Chest Freezer & Products (a) Clean with no food residue -1 point (b) No mould -1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies -1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. -1 point (e) Damage-free/equipment/lighting in good working condition -1 point*
  • 17.6 Internal Store Sales Floor Cleanliness - Total 5 points - Ensure SALES FLOOR always meet general cleanliness & hygiene Requirements: Total 7 area : 6. Store condition ( air-cond,lights,ceiling,vents,walls) (a) Clean with no food residue -1 point (b) No mould -1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies -1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. -1 point (e) Damage-free/equipment/lighting in good working condition -1 point*
  • 17.7 Internal Store Sales Floor Cleanliness - Total 5 points - Ensure SALES FLOOR always meet general cleanliness & hygiene Requirements: Total 7 area : 7. Floor, floor mat (a) Clean with no food residue -1 point (b) No mould -1 point (c) No pest: maggots, spider webs, lizard or bird droppings, insect trail/flies -1 point (d) No foreign particle: No litters/rubbish, unnecessary items, liquid stains, oil stains, tough stains or footprint, dirt, dust build-up or mud, water mark or dirty spots on glass surfaces, no overflowing of trash, no sticker/tape remnants. -1 point (e) Damage-free/equipment/lighting in good working condition -1 point*
  • Image field 774
  • 18. Toilet Cleanliness - Total 5 points Ensure toilet always clean. Checking area : Toilet bowl, basin, wall, floor, trash bin, sanitary bin, etc. (a) Toilet is available for use at all times. - 1 point (b) No foul odor from not cleaning regularly. - 1 point (c) Door is closed when not in use. - 1 point (d) Toilet supplies are available and replenished regularly. - 1 point (e) Trash bin and sanitary bins are available. - 1 point*
  • Image field 914

  • FSC SECTION 1: Stocks Receiving and Storage

  • 19. All temperature sensitive products - Total 4 points stored in the freezer & chiller within 15 mins upon receiving (a)Frozen - 2 points (b)RTE - 2 points*
  • Image field 776
  • Sample check 1 day, Date of delivery*
     - -
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  • 20. Temperature log - Total 3 points Use equipment temperature log to track and record ALL chillers and freezers temperature 1. checking 3 times a day - 1 point 2. correct recording of temperature & equipment - 1 point 3. sign off - 1 point - AM check if abnormal temperature support by store eportal*
  • Image field 779
  • 21. Correct temperature - Total 6 points or Nothing Use temperature gun to check freezers and chillers temperature are correct follow guideline below. - 6 points or Nothing - AM to place order through ops support if any faulty temperature gun is found*
  • Image field 782
  • 22. Store Receiving Summary(SRS) - Total 3 points or Nothing Receiving temperature must be recorded in the SRS for RTE, Chill & Frozen delivery. Receiving stamp only used during emergency purposes such as HHT breakdown or no internet connection. - 3 points or Nothing*
  • Image field 786

  • FSC SECTION 2: Pest Control

  • 23. Rodent/cockroach Infestation - Total 11 points (a) No rodent/cockroach infestation (critical!) - 10 points or Nothing (b) Glue board to trap rats are in the right place as per sticker label shown below - 1 point - If Found pest on glue board, Store immediate eportal and AM need to update on Audit WhatsApp Group*
  • Image field 789
  • 24. Flies Infection - Total 6 points (a) No flies and other pests - 3 points (b) Fly trap in good condition - 3 points - AM to check if store have heavy fly issues, they need to request extra fly trap glue board at Eportal Audit Pest*
  • Image field 791

  • FSC SECTION 3: Food Safety

  • 25. Fully cooked FF - 10 points or Nothing Only serve fully cooked food for customer. - 10 points or Nothing*
  • Image field 909
  • 26. Expired product - Total 4 points or Nothing No expired products should be found at sales floor, food counter & storage area. Randomly check 3 items for each area.*
  • Image field 796
  • 27. Thawing SOP - Total 4 points or Nothing Must follow thawing SOP to avoid food poisoning . - 4 points*
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  • 28. No abnormal product/object/kitchen utensils : display/appear/using - Total 9 points or Nothing (i) Damaged, dented, bloated, torn, spoilage, pest trace, foreign object - 3 points or Nothing (a) Sales floor (b) Food preparation area (i)No presence of wood items (exception for skewers) - 2 points or Nothing (ii) No cracked plastic& glass material including broken food container - 4 points or Nothing AM check 3 items for each area*
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  • 29. Chemicals Supply - Total 4 points or Nothing Chemicals kept away from food and labelled. - 4 points or Nothing*
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  • 30.Ice Making Machine - Total 4 points or Nothing (a) Ensure ice machine interior & exterior not moldy, slimly or dirty - 1 point (b) Ice scoop must be in clean container and covered with lid - 1 point (c) Air filter has to be clean and free from dust build up. - 2 points*
  • Image field 804

  • FSC SECTION 4: Product Quality Assurance

  • 31. SOFT SERVE - Total 4 points (a) Physical looked : 2.5 twirls for cone(93-103g), 3.5 twirls for sundae (125-138g) , 4.5+2.5 twirls for pint (Non-evergreen : 260-270g; Evergreen : 290-300g) - 1 point (b) Whisk hopper every 1 hour. - 1 point (c) Wash feed tube every 1 hour with filtered water. - 1 point (d) Weighing : Scale the sofuto by using weighing scale - 1 point -AM check if store practice correct SOP if sofuto yield less than 85%*
  • Image field 809
  • 32. ODEN - Total 6 points (a) Follow FF Oden handling SOP. - 4 points or Nothing (b) Wash oden pot every 4 hours. - 1 point (c) Cover oden pot with lid when there is no customer. - 1 point*
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  • 33. FF COFFEE - Total 4 points (a) Frappe is not melted. - 1 point (b) No underserved coffee. - 1 point (c) Each bottle syrups install the correct pumps. - 1 point (d) Follow FF Coffee/Non Coffee handling SOP.- 1 point*
  • Image field 812
  • 34. FF HOT SNACK - Total 4 points (a) Warmer food - no burnt & wrinkly - 2 points (b) Chiller showcase - no dry& damage - 2 points*
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  • 35. FF HOT SNACK - Total 4 points or Nothing (a) Cook in oven from frozen (Crispy chicken, karaage, hot bar, nugget) (b) Sausage defrosting and cooking. (c) Oven setting: THAW: Precook + display. (d) Oven setting: FAMILYMART/CHILL: Cook/reheat to serve - 4 points OR Nothing*
  • Image field 819

  • FSC SECTION 5: Stock Rotation and Raw Materials Handling

  • 36.1 Opened food packet storage - Total 3 points Ensure food is being kept follow conditions below (a) Clean plastic container - 1 point (b) Covered with lid (opened food) - 1 point (c) Keep in original packaging for traceability - 1 point*
  • 36.2 Opened food packet storage - Total 4 points Ensure food is being kept follow conditions below (d) *Stored at the proper temperature - 4 points or Nothing*
  • 36.3 Opened food packet storage - Total 4 points Ensure food is being kept follow conditions below (e) *Disposed when expired - 4 points or Nothing*
  • Image field 822
  • 37. MRD Stickers - Total 19 points ONLY can be found on open package ALL FF & RTE frozen items - 1 point each category*
  • Image field 825

  • FSC SECTION 7: Personnel Hygiene and Practices

  • 38. Comply Authority rules & regulations. - Total 10 points or Nothing (a) MUST have active typhoid jab (Renew every 3 years) - 5 points or Nothing (b) MUST completed both FHT and new staff Orientation. - 5 points or Nothing - AM check if ORIGINAL copy typhoid jab record & FHT certificate is inside store working file No 20)*
  • Image field 918
  • 39. Handwashing area - Total 3 points (a) Follow handwashing 7 steps - 1 point (b) Handsoap and tissues are available at handwashing area at front counter. - 1 point (c) Handwashing guide displayed at handwashing area. - 1 point - AM to check CCTV for 3 staff handwashing practice*
  • Image field 920
  • 40. Food handling SOP - Total 9 points All staffs (food handlers) MUST adopt proper food handling SOP while preparing & serving food - 1 point each practice below - Observation and review from CCTV*
  • Image field 831

  • FSC SECTION 8 : FF Equipment and Counter Cleanliness

  • 41. Soft Serve(SS) machine Cleanliness (During closing) _ Total 3 points or Nothing Clean SS machine daily follow the SOP. AM use CCTV to verified & take photo. (a) Rinse 3 times with water (normal ->normal ->warm) (b) Parts cleaning, dismantle & assemble (c) Additional checkpoint (Do not use lubricant on freezing door gasket & Do not over tighten freezer door) - 3 points or Nothing*
  • Image field 834
  • 42. Coffee machine cleanliness (During closing) - Total 6 points (a) Cleaned coffee machine daily follow SOP. AM use CCTV to verified &take photo. - 1 point (b) AM to check : Top, interior, exterior, bottom & behind of coffee machine - 5 points or Nothing (i) No foreign object (dust build-up, dirty spots on glass surfaces and etc. (ii) Clean with no food residue or food stains/spills (e.g. milk stain) (iii)Damaged free/ lighting in good working condition.*
  • Image field 835
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  • 43. Chiller Showcase Cleanliness (During Closing) - Total 6 points (a) Clean Chiller Showcase daily follow SOP. AM use CCTV to verified &take photo. - 1 point (b) AM to check : Top, interior, exterior, bottom & behind of chiller showcase - 5 points or Nothing (i) No cracked glass door. (ii) Bottom chamber (no food residue or food stains) (iii) Ensure lighting in good working condition.*
  • 44. Turbo Chef/Oven - Total 5 Points (i) No filter blockage; oil accumulation (ii) Bottom chamber (no food residue or food stains) (iii)Ensure lighting in good working condition.*
  • Image field 840
  • 45. Grease trap Cleanliness - Total 3 points Ensure Grease Tap is following conditions below : (a) No clogging of pipe - 1 point (b) Interior surface has no oil/fats build up - 1 point (c) Check CCTV if grease tap cleaned by staff during closing - 1 point*
  • Image field 842

  • FSC SECTION 9 : Proper Cleaning Guideline

  • 46. Different Coloured Cloth Usage - Total 3 points or Nothing Coloured clothes that are in-use are placed at correct contact surfaces. (a) white - food contact (b) blue - non-food contact (c) brown - dirty area*
  • Image field 844
  • 47. Chemical usage management (follow chemical chart) - Total 4 points or Nothing (a) Correct dilution (b) Pump is used (c) No unapproved chemicals& tools (d) Correct application(usage, correct area & no expired chemical)*
  • Image field 845

  • ZTC SECTION 1 : Cash Management

  • Safe Check & Payout

  • 48. POS float & pre-count float is tally - Total 1 point (a) POS float RM200 each POS (b) Pre-count float RM200 each POS*
  • 49. Safe key & POS drawer key handling - Total 2 points or Nothing (a) Ensure safe key is with SM or PIC at all times during shift work. (b) Cash drawer key is not to be hung at drawers and kept inside safe at any operation hours.*
  • 50. Cash sales & cash excess handling - Total 1 point (a) During checking, PIC haven't bank in yesterday cash sales - AM must check and count all cash, to confirm match with daily sales report. (b) Any undeclared cash found in safe will be treated as cash excess which need to bank in. - 1 point*
  • 51. Safe Check Form - Total 1 point Safe check is done during every shift change over. Safe check form is filled completely and correctly. To be performed by one PIC from each shift. - 1 point - AM need to start check documents based on last CCL checking date*
  • 52. Payout receipts handling - Total 2 points (a) All Payout receipts don't kept for more than 7 days. - 1 point (b) All payout claims must be submitted within 24 hours after approved by Finance. - 1 point*

  • Cash Bank-In

  • 53. Bank in slip - Total 1 point The amount stated in bank-in slips must match with the store sales reports. - 1 point - AM need to start check documents based on last CCL checking date*
  • 54. Excess/shortage handling - Total 1 point Any excess or shortage at cashier must be declared, recorded, and banked-in. Any wrong counting on cash declaration form need to have SM/SIC approval, acknowledgement and signature. -1 point - AM need to start check documents based on last CCL checking date*
  • 55. Daily Bank In Compliance - Total 1 point Bank in must be done daily, and by the next day of the sales transaction date. (Weekdays: Bank in must be done at bank counter before 4pm; Weekend: Bank in must be done via CDM by 5pm) -1 point - AM need to start check documents based on last CCL checking date*
  • 56. Upload bank in slip in server - Total 1 point All bank in slips must be scanned and saved in server on the same day of bank transaction. Original copy of EOD and bank in slips must be kept in store. -1 point - AM need to start check documents based on last CCL checking date*

  • ZTC SECTION 2 : Cash Register Management 

  • 57. Zip Net Bag - Total 2 points or Nothing Staff must use transparent zip net bag during pickup, EOS and EOD. Staff is not allowed to keep the money inside pocket, apron and in hand during these processes. direct keep in safe - 2 points or Nothing - AM order from ops support if any zip net bag spoil*
  • Image field 901
  • 58. Cash pick up - Total 1 point Cash pick-up should be done not more than 6 hours from last pickup - 1 point - AM need to start check documents based on last CCL checking date*
  • 59. Cash pick-up drop point - Total 1 point Cash picked up from POS drawer must be kept into the safe immediately. -1 point - AM check CCTV bases on pick up time*
  • 60. Full Void, Void Line & Refund during store operations - Total 1 point All above must be authorized by store management staff, and performed in the presence of the customer. Refund receipt, original receipt and void slip (when store used void all function) must be attached with End of Day report. -1 point*
  • 61. Signature - Total 1 point Daily SM/ PIC must check and sign on the Full Void, Void Line & Refund report. -1 point - staff name & ID & signature; both SM & PIC name & singnature*
  • 62. No sharing POS ID - Total 1 point POS counter must be manned at all times. All Staff must use own user ID during POS Login & STRICTLY no sharing of POS login details is allowed. - 1 point - AM check if cashier name on NAV receipt(POS transaction) same with cashier appear on CCTV*

  • ZTC SECTION 3 : Emergency & Security Management

  • 63. Visitor Log Book - Total 1 point Visitor (e.g. suppliers, contractors, HQ staff) are required to register at the visitor logbook. Suppliers or contractors are NOT allowed to perform any work if there is no prior email notifications from HQ. - 1 point*
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  • 64. Visitor body check - Total 1 point If visitors are required to enter back room or counter, staff need to perform body and bag check before visitors leave the area. Body check and bag check need to be performed to store staffs before they leave store. - 1 point - AM check using CCTV based on visitor log book time*
  • 65. Backroom Door Locked -Total 2 points or Nothing Staff must ensure that latch and lock at backroom exit door applied at all times when not in use. *including external backroom door (must be locked at all times). - 2 points or Nothing - AM check using CCTV*
  • 66. CCTV in good condition - Total 1 point All CCTV cameras are operational. If spotted any CCTV not function, must eportal to Maintenance immediately - 1 point*
  • 67. Daily CCTV checking - Total 1 point Daily CCTV is reviewed by SM / SIC to ensure CCTV cameras are functioning well with clear image. - 1 point - AM need to start check documents based on last CCL checking date*
  • 68. Review CCTV recording - Total 1 point Only Store Manager/SIC allow to review : Full Void, Void Line & Refund Transactions if they are valid. (Frequency: 2 Refund, 2 Full Void and 2 Void Line cases per week.) - 1 point - AM need to start check documents based on last CCL checking date*
  • 69. Fire Extinguisher Handling - Total 2 points or Nothing Staff is proficient (Ask and Check) to use fire extinguisher*
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  • 70. Fire Extinguisher - Total 2 points or Nothing. Is in working condition (e.g. not expired) & is not obstructed (with stocks, cartons or tote boxes). If fire extinguisher is expired, store need to log e-portal to Ops Support.*
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  • 71.1 Store rules and regulations for appropriate work behaviors - Total 1 point (a)No eating and drinking at counter and sales floor - 1 point - AM can check using CCTV*
  • 71.2 Store rules and regulations for appropriate work behaviors - Total 1 point (b)No personal belongings(water bottle, wallet, phone & food) to be kept at sales counter or sales floor , including the freezers and chillers at backroom. - 1 point - AM can check using CCTV*
  • 71.3 Store rules and regulations for appropriate work behaviors - Total 1 point (c)No smoking and vaping in store (including backroom and store front) - 1 point - AM can check using CCTV*
  • 72. Misconduct poster - Total 4 points 4 types poster is displayed clearly in store backroom. (a) Misconduct 1 poster - 1 point (b) Sexual harassment act 1 poster - 1 point (c) Rules & regulations 2 posters - if have 2 posters - 1 point; 1 poster - 0 point (d) Staffs understand the misconduct behaviors and its consequences. - 1 point*
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  • ZTC SECTION 4 : Stock adjustment & process control

  • 73. Cycle Count Compliance - Total 6 points -Conduct Cycle Count activity following the schedule below: (a) Daily - Tobacco, sofuto premix, farm fresh milk & tom yum paste - 1 point (b) Mon & Thu - Top 40 Shrinkage Item – Sample must based on latest stocktake result - 1 point (c)Tue - FF Frozen & Freezer - 1 point (d) Wed - FF Ambient& Packaging - 1 point (e) Fri - RTE - 1 point (f) Zero count - OCC(Mon),Chiller(Tue),Freezer(Wed),Gondola - Food & Promo GE(Thu), Gondola non - food (Fri) - 1 point -AM to check CC Summary report in Filing No 8 start from last visitation (CC must comply day & no of SKU is 100%) & if store not comply CC schedule must support by eportal IT*
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  • 74. Excess tobacco(cannot display at CDU) - Total 1 point Excess tobacco stored securely at front counter drawer with LOCK or back room (mustuse green totebox) for control & monitor stock level purpose, using 'Count Sheet' at least twice a week to check stock. - 1 point*
  • 75. Cycle count document verification - Total 3 points Cycle count sheet must be signed by counters, verified & signed by Store Manager/SIC (name, ID, date & signature). (a) Cigarettes - 1 point (b) FF Product & FF Packaging - 1 point (c) Top 40 Shrinkage Items - 1 point - AM to check CC report in Filing No 8 start from last visitation*
  • 76. Auto Cycle Count Adjustment Document - Total 2 points This report must be reviewed & verified by AM on weekly basis.(AM signature & date) Code: Auto Cycle Count (PCCADJ) and Auto Cycle Count (NCCADJ) -AM to check CC report in Filing No 8 start from last visitation- 2 points*
  • 77. General adjustment - Total 2 points or Nothing (a) Store Manager/SIC is required to review cycle count variances(what not auto adjusted in NAV) . (b) Relevant general adjustment to be done within 24 hours from date of cycle count by Store Manager /SIC ONLY. (c) Request AM approval for +/- general adjustment- 2 points or Nothing*
  • 78. Food waste disposable - Total 1 point All disposals of Food Waste (FF&RTE) must be done daily, sign by PIC & approved by SM/SIC with stated time of disposal(name, ID, date & signature). Disposal must be carried out under store CCTV. - 1 point -AM to check report in Filing No 7 start from last visitation*
  • 79. GM stock disposable - Total 1 point All disposals of GM stocks (expired, damaged food & beverages, known theft, etc) must be witnessed & signed by AM after disposal done (must indicate date & time). All disposal must be carried out under store CCTV. - 1 point*
  • 80. AM sign adjustment report - Total 2 points All system adjustment report must be reviewed and sign off by AM on weekly basis. (AM signature & date)- 2 points*

  • ZTC SECTION 5 : Stock movement & process control

  • DSD Delivery

  • 81. DSD (direct supplier delivery) Delivery - Major total 5 points (a)All DSD Delivery invoice number showed updated in NAV on receiving day- 1 point (b)Generate GRN using NAV system upon DSD Delivery. - 1 point (c)Store PIC to sign off on system generated GRN (with store stamp). - 1 point (d)Driver to sign off on system generated GRN. - 1 point (e)Store PIC do not chop and do not sign on invoices / DO provided by supplier / driver. - 1 point - AM need to start check documents based on last CCL checking date - If GRN unable generate on the same day, store must do eportal IT*

  • EPOD Delivery

  • 82. EPOD receiving Process - Total 1 point Ensure 100% scan of carton / totebox / basket during receiving, attach Store Receiving Summary (SRS). - 1 point - If EPOD receiving unable do on the same day, store must do eportal IT*
  • 83. Truck seal numbers - Total 1 point Truck seal numbers (open & close) are stated on Store receiving summary report. - 1 point*
  • 84. Report to WH - Total 1 point Report case and do adjustment for all Short Shipped / Over Delivery within 48 hours. - 1 point - Store must print out and keep the eportal screenshot into Filing No 2(Ambient) /3(Frozen) /4(Chill)*
  • 85. LDL number not found in HHT - Total 1 point If LDL number not found in HHT during receiving, PIC need to download data 3 times before raise eportal under Warehouse Delivery. - 1 point - AM check if supported by eportal number*
  • 86. Receiving Audit MUST BE done within 48 hours - Total 1 point Any variances detected when conduct receiving audit must acknowledged Store PIC and reported to EPOD case report. - 1 point*
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  • 87. Receiving when system down - Total 2 points or Nothing Store temporary receiving form (STRF) only applicable under contingency situation(example: system down, internet down, HHT failure) , must be stated with valid reason and complete details. m(form attached Tania) - 2 points or Nothing*

  • Store Transfer (IST)

  • 88. IST in/out approval procedure - Total 1 point Store must get email approval from Area Manager before the IST can take place. - IST In & IST Out Store. If IST involve cross Area but same Region, need to get approval from both AM and RM. - 1 point*
  • 89. IST OUT - Total 1 point IST OUT Done by Sending Store PIC with full details (Full name, Staff ID no. and date). Completed Receiving stocks and acknowledgement by Transporter or AM/PIC (Full name, Staff ID no, vehicle plate no, signature and date). With 1 copy Transfer Note(Out) for Receiving Store, 1 copy for Sender. - 1 point*
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  • 90. IST IN - Total 1 point (a) Receiving Store PIC go to NAV (same receiving day) printed out the Transfer Note(IN) (b) Transporter must acknowledge & sign with full details. 1 copy for Receiving Store, 1 copy for Sender. (c) If Transfer Note not found in system, PIC must raise in ePortal immediately. - 1 point*
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  • 91. Completed IST process - Total 1 point Receiving Store: File in IST IN, IST OUT hardcopies and AM approved email into file no 6. All IST In must be done within 24hours from receiving day. - 1 point*
  • 92. Discrepancy follow up - Total 1 point Receiving Store : All discrepancy for IST must by follow up by SM/PIC with Sending Store (IST OUT) and resolved within 3 days, AM need to involved when dispute happened with email proof. File the communication email with IST copy. - 1 point*
  • 93. Temperature sensitive items not allowed to IST - Total 1 point For Special Circumstances, must acknowledge and get RM Special Approval : Eg: All Frozen Items, RTE Chilled Items (sandwich, dessert, onigiri, bento), Frappe & Pearls, Ice Cream, Milk & yoghurt. - 1 point*

  • Return to Ware-house (RTW)

  • 94. RTW (Return to warehouse) - Total 1 point All stocks must arrange properly, put inside totebox, and sealed.- 1 point*
  • 95. RTW collection process - Total 1 point Store RTW Manifest to DC(warehouse) (stated driver name & truck no.) is printed and acknowledged (with signature, driver name, vehicle no and date of collection) by driver.- 1 point*
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  • 96. RTW form - Total 1 point RTW form: 1 form put inside totebox (in case outside copy missing) & 1 form stick outside totebox. - 1 point*
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  • 97. Completed Manifest process - Total 1 point Full information to be recorded in store RTW Manifest and signed by PIC with store stamp. - 1 point*

  • Return to Vendor (RTV)

  • 98. RTV process (Store) - Total 1 point RTV is checked & signed by SM/PIC on the same day with full details (eg. Full name, staff Id no and date.) - 1 point - AM need to start check documents based on last CCL checking date*
  • 99. RTV process (Driver) - Total 1 point RTV must acknowledged by transporter upon collection. (eg: driver name, signature, vehicle no and date of collection). - 1 point - AM need to start check documents based on last CCL checking date*
  • 100. Post RTV document - Total 1 point To post Document in NAV on the collection day and printed out. - 1 point - AM need to start check documents based on last CCL checking date*
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