quality_workbook.pdf

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Quality UnitWorkbook

QUALITY!

HELLO!!

FRESHVITAL INGREDIENTS

HOT!GOL

D STAN

DARD

VITAL INGREDIENTS

Friendly

FRIENDLY

Deliver

GOLD STANDARDS

SMILE

SMILESMILECUSTOMERWARM 100% BRITISH PORK

THANKS

THANKSORGANIC

BEEF

HI

INGREDIENTS

2 Quality Unit Workbook

Welcome to the

Quality UnitWorkbook

At the heart of what we do, is making sure that each and every customer has a great experience. There are three parts to making this happen for every customer, every time.

The purpose of this workbook is to help you build confidence in these three areas.

The first part is about how you behave and act when you are at work. The Vital Ingredients is our name for the everyday behaviours you can demonstrate to create these great experiences.

Once you understand the behaviours, the second part then need to understand the correct procedures to do the job and achieve exceptional levels of quality. This workbook will help you with important information about our food, and how we prepare and present it, that in addition to the Training Flyers will increase your understanding of how we all play an important role in delivering quality food. In particular, this Workbook will guide you through the journey of our food from the field where it grows or is reared, to the customer.

The Training Flyers have some really important information contained within them. Its important therefore that before completing this workbook you should have read through the following flyers: Grilled products French Fries Buns and Dressings Prepping Products BOP Initiator/Chaser BOP Batch Cooker/Assembler

You can get these from ourlounge.co.uk or ask your Manager to print you off a copy.

The final and most important element is that you are focused on your customers and the experience you are providing them. The key to this is understanding how your behaviour and actions impact the customer experience.

My Behaviour

My ProceduresFor example,

preparing and cooking French Fries

My Customers Experience

The Vital Ingredients

WELCOME CONNECT

FAR

EWEL

L

DELIVER

Quality Unit Workbook 3

Throughout this workbook, you will be asked to complete a number of exercises and activities to help you put the knowledge you will gain into practice. Once you have read through the workbook and completed the various exercises, you should answer the 9 verification questions at the end of the Workbook to ensure that you have understood all of the information.

On completion of the workbook and verification questions, you should let your Coach (Crew Trainer or Manager) know. They will then verify and sign the workbook, and arrange for you to complete the Quality Unit Test.

In total, this workbook should take around one to two hours to complete.

Journey to your Quality Star

Remember Your confidence will grow with practice in your role. Good Luck!

Complete all initial Quality SOCs (passed at 80%+ all

critical factors)

Complete the Unit Workbook

Pass the Unit Test (70%) Quality Star

Here are some benefits to developing your ability to deliver great customer experiences:

1 It makes people feel good and in turn might make you feel good

2 You could make someones day; dont waste the opportunity

3 Giving customers a great experience also helps to create a good team-working environment

4 Your restaurants team results are directly affected by how you behave, as well as what you do

5 If you are consistently great, you will have more opportunity for development within the restaurant

Benefits to delivering a great customer experience

My Behaviour


This workbook is broken down into the following sections;

My Behaviour Everything we do is for the customer .............................................................................................................................. 5

An Introduction to The Vital Ingredients ....................................................................................................................... 6

My Procedures Sourcing our Food Getting the raw ingredients right ...................................................................................... 9

Delivering and Storing the Ingredients ....................................................................................................................... 12

Cooking and Preparing our Food .................................................................................................................................... 16

How we Prepare Drinks and Desserts ......................................................................................................................... 24

Food Safety ................................................................................................................................................................................... 28

Gold Standard Descriptors ................................................................................................................................................. 29

Focusing on the Customer Bringing it all together reflection ...................................................................................................................................31

Verification Test your knowledge ............................................................................................................................................................... 32

Appendix Gold Standards ............................................................................................................................................................................34

Contents

Fact an interesting

fact

Watch out some common observations of what to look out for that can make things

go off track

Did you know? something you

probably didnt know but will hopefully

stick with you

Remember something important

you need to remember

Activity a task completed when

you are working in the restaurant or at the Crew Room PC

Exercise something to

help you apply what you are

reading

Throughout the Workbook, look out for the icons detailed below.Icons key:

My Behaviour


Everything we do is for the Customer

When our customers visit, they expect great Quality, Service & Cleanliness (QSC). This means they want quality food that is hot and fresh, served in a clean and safe environment, by Crew who are friendly and create an exceptional experience.

Our quality food is at the heart of creating this experience for every customer, every time. So what does the customer expect from their food? Quite simply, the food we serve should be:

So how do we deliver on these expectations for each and every customer? By acting and behaving in a way that creates a great experience.

HOT, not lukewarm or cool

CRISP, not soggy

FRESH, not stale

NEATLY DRESSED, not messy

TASTY

SAFE, not undercooked or contaminated

Activity: When you had your last break, how did your food compare to this list? Put a tick or cross beside the factors our Customers look for in their food.

Remember: When youre preparing or serving food, think like a customer! Ask yourself the question: Would I be prepared to buy the sandwiches in this restaurant? If the answer is: No, then its certain that your customers wont either.

My Behaviour


The Vital Ingredients Its how we work

Preparing, cooking and assembling safe food that meets the correct standards is all part of delivering great QSC. Following procedures, understanding what the customer expects and personally checking food quality all help to achieve this, but so does how we do our work.

Whatever your role is in the restaurant, you contribute to the overall experience the customer receives. To ensure this is the best it can possibly be, everyone needs to play their part, and understand how their behaviour and actions impact both the customers and each other.

The Vital Ingredients are the everyday behaviours and actions that guide us to deliver an exceptional experience.

It is important that you understand how you bring these to life as these are the common ingredients our customers want to see when they visit us. When we provide extraordinary experiences to our customers they:

Feel welcome Enjoy their visit with us Look forward to coming back again Tell their friends good things about McDonalds Become loyal customers

Our Customer Experience Vision is to:

Give the customer what they want, each visit, every time

My Behaviour


ENJOY WHAT YOU DO have fun We create enjoyment and teamwork on a shift We create an enjoyable experience for our customers We are positive people who use positive body language We keep in mind that our good or bad moods can affect others

BE YOU let your personality shine We are individuals who use our personalities to give our customers a great experience We greet each customer as an individual and in a way we feel they would like to be greeted We are aware of our body language and how it might come across to our team

members and customers We always do our best

FRIENDLY & FAST a smile can make a day We greet and say goodbye to team members and customers with a smile and eye contact W e know when customers are in a rush and when we can have more conversation with them We work with energy and enthusiasm We stay friendly and professional even when others are having a bad day

MAKE IT SPECIAL for every McDonalds customer We always put a positive customer experience before any task we are completing We are patient and helpful with customers who may need extra time or assistance We treat our food and drink with care We always look for ways to make someones day

VALUE & RESPECT those on both sides of the counter We always remember the importance of saying please and thank you We work as a team and care about high standards We come to work clean and smart and take pride in our appearance If we get something wrong, we apologise and look for a way to make it right

Here are some examples of what The Vital Ingredients are and

how you can demonstrate them at work.

Exercise: In the space provided write down your own idea about how you will demonstrate the Vital Ingredients when youre working in the kitchen.

My Behaviour


How do we deliver on the Customer Expectations?

When it comes to our food, the customers expectations are really clear. To help us be able to deliver consistently on every product, McDonalds has developed its own standards of excellence, known as the Gold Standards.

Delivering Gold Standard food to each and every customer is easy when you follow the procedures that McDonalds have been refining for many years. To make sure we are successful, everyone must play their part in sourcing and looking after the food; from the farmer who grows or rears the raw ingredients, to the Crew Member who prepares and assembles the finished products. To understand this more, we need to look at the journey our food takes from the farm where it is sourced, to the customer. In this Workbook, well follow the journey of our food, stopping along the way to look in detail at the most important areas:

Quite simply, this refers to the quality standard we expect from all McDonalds products. When assessing the assembled food in our restaurants, we should be evaluating the menu items quality in the same way that our guests do, by thinking about the following key attributes:

Appearance Temperature Texture Taste

The Gold Standards are used all around the world to help achieve a consistency of core McDonalds products in every restaurant across the globe. By achieving the Gold Standard, we will be successful in beating our competition and exceeding our customers expectations.

At the back of this workbook, youll find some of the Gold Standard descriptions for many of the core food and drinks items we serve. You should read through them all carefully. When you do so, have a think about the food you have eaten in McDonalds does it match these standards, each and every time?

Sourcing our Food Getting the raw ingredients right Delivering and storing the ingredients how the food

is delivered and stored in the freezer, chiller and stock room

Cooking and preparing our food Main Menu How we cook and look after food that

starts on the grill

Main Menu How we cook and look after fried food Breakfast How we cook and look after food served

at breakfast

How we prepare drinks and desserts

As the food goes on its journey from the farmers fields to the customer, its critical that we all ensure the food is safe to serve to our customers. In section six, well look at food safety in detail, but look out for the food safety symbol throughout the workbook that will highlight when there is an important food safety point you need to be aware of and/or act upon.

My Procedures


Sourcing our Food Getting the raw ingredients right

In order to deliver Gold Standard quality products, we need the right ingredients. We are committed to using the best raw ingredients and only work with trusted suppliers.

As well as helping us to deliver Gold Standard food to the customers, knowing where our food comes from builds the customers trust in us as a brand and this keeps them coming back for more.

Why else do you think its important that our customers know where their food is sourced from?

Beef We only use whole cuts of forequarter and flank in our Hamburgers,

with nothing added or taken away in the process. We simply add a little salt and pepper after cooking

Only beef that can be traced back to the farm of origin is used for McDonalds Hamburger patties

All of the beef we use comes from farms accredited by a nationally recognised Farm Assurance Scheme. McDonalds is proud to be one of the biggest purchasers of British and Irish beef sourcing from a large number of British and Irish farms

Chicken The only meat we use across our entire chicken menu is breast

meat

We only use chicken from suppliers who meet our strict animal welfare standards

Pork We use only 100% British pork, which is all sourced from

Freedom Food-approved farms that meet strict RSPCA animal welfare standards

Neck clod

Chuck blade

Thick rib Thick Flank

Flank

SirloinRump

Silve

rside

Top

side

Thin rib

Brisket

Shin Leg

Fore rib

Here are some facts on our most important ingredients:

My Procedures


Fish McDonalds UK has been using sustainably sourced fish in all of its fish

products since 2001

All fish products served in our UK restaurants now carry the official Marine Stewardship Council (MSC) eco-label

The blue logo printed on the packaging of the Filet-o-Fish and Fish Fingers items represents our on-going commitment to sustainable sourcing, and shows that all the fish we use in the UK is fully traceable from sea to restaurant

Eggs Since the end of 2008, all of the eggs used across the entire menu

have been Free Range

We take great care to ensure that all of our Free Range eggs conform to the Lion Mark code of practice or equivalent

Our suppliers are accredited by a nationally recognised Free Range Farm Assurance scheme

Milk All of the milk for our Milkshakes, McFlurry desserts, and organic milk bottles are

sourced from farms in Britain and Ireland

We can trace all of our milk right back to the farms where it came from Organic semi-skimmed milk is used for all our coffees, teas, porridge and organic milk

bottles

Potatoes McDonalds famous French Fries are produced from only the best quality potatoes, such as

Russet Burbank, Shepody, Pentland Dell and Innovator the vast majority of which come from the UK

Our French Fries are approved by the Vegetarian Society No flavourings are added to our French Fries, apart from a little salt prior to serving. At certain

times of the year when there is little naturally occurring sugar in potatoes, a light sugar solution may be used to ensure that our French Fries maintain their characteristic golden colour

Salad We use at least three varieties of salad leaves in our food, including

Iceburg and Batavia. We choose to use Iceberg Lettuce for our main sandwiches because of its sweet flavour and crisp texture. We also use Batavia Lettuce for the Chicken Legend and some promotional items, because of its characteristic curly edged leaves. When in season, we source these from UK farms, and out of season we source from other European countries such as Spain, the Netherlands, France and Italy

We encourage good environmental practice, for example, water recycling is used to irrigate the crops during the summer and waste lettuce is used to make compost

My Procedures


Cooking Oil The cooking oil used in our restaurants is a blend of High

Oleic sunflower oil, Sunflower oil, High Oleic Rapeseed oil and Rapeseed oil

Since 1998, the levels of Trans Fatty Acids in our cooking oil have been reduced from 30% to below 2%. This is the lowest possible level that can be achieved, because of the presence of naturally occurring trans fats in oils

Exercise: Think about a situation where you could let a customer know one of the facts you have found through your research. Make a note of it in the box below:

Remember: You can use your fact when next on shift and interacting with a customer.

We collect and process our used cooking

oil into biodiesel which we use to power our delivery lorries.

You can find out more about where our food comes from by visiting ourlounge.co.uk or www.mcdonalds.co.uk and clicking on What makes McDonalds. Have a look at both websites and make a note of three other interesting facts about where our food is sourced from:

1.

2.

3.

My Procedures


For both frozen and chilled deliveries, the first thing that a Manager will check as soon as the trailer door is opened is the product temperatures. This will be recorded on the Delivery Acceptance Sheet and in the Daily Product Safety Checklist (normally referred to as the DPSC)

Poor handling can damage ingredients delivered to the restaurant; the most delicate products of all are the frozen ones, as freezing makes products very brittle.

Delivering and Storing the Ingredients

You can see a lot of care is taken to source the right ingredients in order to help deliver Gold Standard food to our customers, but thats only the start. Getting the products from the farms to our restaurants is a big undertaking and we work closely with our distributer to ensure that it is transported with the utmost care.

One of the most critical times for the quality and safety of our food is when it first arrives in the restaurant. That makes the task of managing deliveries a really important one.

Once the ingredients are in the restaurant, they will initially be stored in one of three places:

The freezer for frozen items, e.g. beef patties

The chiller for chilled products, e.g. lettuce

The stock room for products kept at ambient (room) temperature, e.g. pickles

Managing the Ingredients During the Delivery As soon as the lorry arrives containing the delivery, the ingredients must be checked to ensure that the quality has not been affected during transit.

The temperatures should be:

Frozen: Between -18C and -23C. A tolerance of 2C is allowed during a frozen delivery, so the warmest allowable temperature is -16C

Chilled: Between 2C and 4C. A tolerance of +/- 1C is allowed during a chilled delivery, so all chilled products should be between 1C and 5C

My Procedures


Frozen and chilled ingredients are highly susceptible to a rise in temperature; therefore deliveries must be loaded into the freezer and chiller as quickly as possible.

The Manager will use a probe to check the air and product temperatures in both the chiller and main freezer.

The careful handling of deliveries is vital to protect the quality and food safety of raw products. In addition, the positioning of products in the freezer is essential in order to maintain quality. The area nearest the door in the freezer is where the greatest temperature fluctuations take place. This is because when the door is opened, warm air can get in, which causes the temperature to fluctuate. Therefore, beef products should be stored furthest away from the door but not under the evaporator, as they are the most critical.

Stacking RequirementsThe final stage of receiving a delivery is carefully placing the products into the storage areas. There are some important procedures to follow. When stacking products, you should ensure that you always:

Maintain a 2cm gap between two boxes of product Maintain a 5cm gap between the product and the wall Maintain a 15cm gap from the ceiling Maintain a 30cm gap from the Evaporator

We do this to allow air to circulate around the products, which maintains the correct temperature.

As well as looking after the products during the delivery, we must also store them in the correct way once they are in the restaurant. That means keeping them for the right amount of time in the chiller, or freezer, or on the dressing table or in the transfer bin. To help us do this, we store the products according to their shelf lives.

Shelf LivesIf products are left out for longer than their shelf life, product quality and, in some instances, food safety can be affected. This will certainly impact on the Gold Standard.

Primary Shelf Life

All products delivered to the restaurant must have a clearly indicated minimum shelf life. Products must be removed from the storage areas by checking these dates and ensuring that FIFO (First In, First Out) is used. Using the FIFO rotation system will ensure that:

The product delivered first, or with the earliest use by or best before date, is used first

Unnecessary waste is reduced

When loading or unloading products, you must prioritise the most critical products when placing them in the Chiller or the Freezer:

1. SUPER CRITICAL all chilled products

2. VERY CRITICAL all meat products, which must be put away within 30 minutes, frozen buns and desserts

3. MODERATELY CRITICAL potato products

Managing Critical Products During the Delivery

My Procedures


Secondary Shelf Life

The secondary shelf life is the amount of time a product can be held in the preparation area after it has been moved from its primary storage area, e.g. the main chiller or the main freezer. At room temperature, products stay fresh for a limited amount of time; therefore it is important to discard products that reach the end of their secondary shelf life.

Within our restaurants, we also use reach-in chillers and freezers. These give us quick access to frozen food when we need it.

At the end of serving breakfast or main menu products, you should re-seal any open boxes or bags of product that are in the reach-in freezers and return them to the main freezer. These products should be used first the next day.

Products in the reach-in chiller and open tubes of sauce on the dressing table should be resealed where appropriate and returned to the main chiller. These should also be used first the next day.

Products that have exceeded their secondary shelf life will not meet McDonalds Food Safety and Quality Standards. All products must have their secondary shelf life clearly indicated.

Always follow the following standards: Once opened, keep products covered by re-sealing the packaging or by placing in a clean sanitised container with an air-tight lid

Re-seal opened packaging using Use First tape wherever possible Keep condiments etc. covered with appropriate lids when not in continuous use Any products except sauces that have been tempered cannot be re-chilled Any products except sauces remaining on the dressing table at the end of the day must be discarded

Sauces put in the chiller overnight must be tempered the next day Include the expiry date AND the time on all secondary shelf life labels Label defrosting / tempering products with a Ready At date and time as well as the secondary shelf life date and time

If a further secondary shelf life is applied, e.g. upon opening a pack, this must not exceed any existing primary or secondary shelf life

Updated SATO labelling information can be found on the intranet

Secondary Shelf Life & Tempering Chart

2013 McDonalds. The Golden Arches logo, McFlurry, McNuggets and Im lovin it are trademarks of McDonalds Corporation and its affiliates. Secondary Shelf Life Poster 268249 NABB113 25

ApRIL 2013Any queries call the QA hotline on 0208 700 7303

product Name

Defrost/ Tempering

(if applicable)

SecondaryShelf LifeOpen pack

SecondaryShelf Life In Use


Sealed pack

product Name

Defrost/ Tempering

(if applicable)



Sealed pack

Defrost2 hours - tray

4 hours - defrost rack

12 hours - stacked ambient

Use first within secondary shelf

life

As aboveKeep covered when not in use

48 hoursambient

(inc. defrost)

Frozen Buns

Defrost2 hours - tray 4 hours -

defrost rack12 hours - stacked

ambient

Use first within secondary shelf lifeKeep covered when

not in use

72 hoursambient

(inc. defrost)

FrozenBagels

Defrost4 hours - in defrost rackambient


life


48 hoursambient

(inc. defrost)

Deli Rolls

Defrost 24 hours ambient (in single layer)

36 hoursOpen bag must be folded over

As above. Keep bag folded over, when not in use

99 hours inc. defrost

TortillaWrap

N/A

Main freezerUse first next day

2 hoursGrillside freezer

N/A

10:1 / 4:1 / promo Meat

patties

N/A


2 hoursVatside freezer

N/A

Frozen Fish, pies, Chicken and

Veggie

Defrost24 hours Chilled

48 hoursChilled

During prep:30 minutesambient. As

preset: 24 hours Chilled

96 hours Chilled (inc. defrost)

Deli Grilled Chicken

Defrost 20 mins ambient

Keep Frozen

180 minutes (inc. 20 minute

defrost)

N/A

RTE Bacon

Temper1 hourambient

MFY STORES - 5 Hours

24 hoursambient

(inc. tempering/ re-sealed)

2 hoursambient

(inc. tempering)

24 hoursambient

(inc. tempering)

McDonalds Cheese Slices

N/A

N/A

During prep:20 minutesambient

In salad:8 hours Chilled

N/A

Salad Base &

Cherry Tomatoes

Reconstitute1 hourChilled

Temper 1 Hour ambient

24 hours Chilled (inc.

reconstitution)

2 hoursambient

(inc. tempering)

N/A

Dehydrated Onions

N/A

24 hours ambient

Dispenser:Discard at end

of day

N/A

Mustard

N/A

5 days ambient (needs to be kept

in its brine)

Discard at end of day

N/A

pickles

Temper1 hourambient

Open tubes in main chiller

overnightuse first next day

Cartridge or Squeeze bottle

48 hoursambient

(inc. tempering)

48 hoursambient

(inc. tempering)

Tube Sauces

N/A

7 daysambient


of day

N/A

Bulk Ketchup

Temper 1 hour ambient

72 Hours/ store in chiller overnight - sealed lid

72 Hours ambient (including tempering)

DO NOT REFILL

N/A

Spicy Tomato Salsa

Temper 1 hour ambient (if

stored in chiller overnight)

72 hours/Store in chiller

overnightsealed lid

72 hoursambient

In bottle (inc tempering)

DO NOT REFILL

N/A

Sweet ChilliSauce



overnightsealed lid

72 hoursambient


DO NOT REFILL

N/A

Sweet & Tangy Sauce



overnightsealed lid

72 hoursambient


DO NOT REFILL

N/A

premium TomatoSauce

N/A

Use first next day

N/A

McFlurry Toppings

and Flake 99

N/A

N/A

N/A

Hot Chocolate Syrup

N/A

ChilledUse first next day

N/A

Coffee Beans

N/A

Re-run: 12 hours Chilled

Use during busy periods

N/A

Shake Mix & Soft Serve

N/A

72 hours in bottle

N/A

McFlurry/ Sundae Sauces

N/A

7 days ambient

N/A

Chocolate, Vanilla

and Banana Syrup

N/A N/A N/A N/A

7 days Chilled N/A N/A N/A

N/A N/A N/A N/A

Strawberry Syrup

Frapp and Smoothie Base Mix

YoghurtChocolate/ Caramel Drizzle

Defrost2 hoursambient

Use first next day

N/A

Donuts

Defrost 2 hours ambient

24 hours from removal

of film

5 days ambient

(inc. defrost)

Sweet Muffins


24 hours from removal of film

5 days ambient (inc. defrost)

Triple Choc Cookie

N/A

4 hoursambientDo not re-chill

N/A

Semi Skimmed

Milk (for coffee

machine only)

N/A

N/A

N/A

Milk portions

LiquidEggs

N/A

2 hoursambient.24 hours

Main chillerUse first next day

2 hoursambient

Return closed cartons to main chiller. Use first

next day

Sausage patties

N/A


N/A

Defrost 24 hoursChilled

N/A

7 daysChilled

(inc. defrost)

BackBacon

Defrost12 hoursChilled

Discard at the end of the breakfast shiftKeep covered when not in use

4 daysChilled

(inc. defrost)

pancakes

If chilled, Temper

30 minutesambient

14 daysChilled

N/A

Brown sauce

Temper 30 minutes ambient

7 daysChilled

N/A

Liquid Butter

N/A

N/A

2 hours ambient. Return uncracked

eggs to main chiller. Use first

next day

ShellEggs



ambient


lifeKeep covered when not in use


As aboveKeep covered when

not in use

7 daysambient

In hopper:7 days

Break cycleweekly

24 hoursambient

Discard Weekly

Re-run: Must be

used within 12 hours

72 hours in bottleDO NOT REFILL

7 days ambient

7 days ambient 14 days 7 days 7 days

24 hours ambient

(inc. defrost)


of film



24 hours ambient

2 hoursambient


As preset 48 hrs chilled in sealed pot or 2 hours

ambient in sealed pot


72 Hours ambient in bottle (inc. tempering)

DO NOT REFILL

In pan - discard at the end of the breakfast shift.

In squeeze bottle - 48 hours ambient (inc. tempering).place bottles in main chiller

overnight, use first next day

30 minutesambient

once cracked


48 hoursambient

(inc. defrost)

English Muffins / Bacon Roll

Temper1 hourambient


24 hoursIn main chiller

Use first next day

24 hours in main chiller in sealed pot - Use first

next day

2 hours ambient (inc. tempering)

2 hours ambient (including tempering

2 hoursambient

(inc. tempering)

2 hours ambient (including tempering)

Fresh Onions/Sliced Tomatoes

Lettuce

N/A

72 hours Chilled in sealed

container

2 hours ambient on dressing

table

Keep in chiller

Cucumber

Always follow the following standards: Once opened, keep products covered by re-sealing the packaging or by placing in a clean sanitised container with an air-tight lid

Re-seal opened packaging using Use First tape wherever possible Keep condiments etc. covered with appropriate lids when not in continuous use Any products except sauces that have been tempered cannot be re-chilled Any products except sauces remaining on the dressing table at the end of the day must be discarded

Sauces put in the chiller overnight must be tempered the next day Include the expiry date AND the time on all secondary shelf life labels Label defrosting / tempering products with a Ready At date and time as well as the secondary shelf life date and time

If a further secondary shelf life is applied, e.g. upon opening a pack, this must not exceed any existing primary or secondary shelf life

Updated SATO labelling information can be found on the intranet

Secondary Shelf Life & Tempering Chart

2013 McDonalds. The Golden Arches logo, McFlurry, McNuggets and Im lovin it are trademarks of McDonalds Corporation and its affiliates. Secondary Shelf Life Poster 268249 NABB113 25

ApRIL 2013Any queries call the QA hotline on 0208 700 7303

product Name

Defrost/ Tempering

(if applicable)




Sealed pack

product Name

Defrost/ Tempering

(if applicable)



Sealed pack

Defrost2 hours - tray

4 hours - defrost rack

12 hours - stacked ambient


life


48 hoursambient

(inc. defrost)

Frozen Buns



ambient

Use first within secondary shelf lifeKeep covered when

not in use

72 hoursambient

(inc. defrost)

FrozenBagels

Defrost4 hours - in defrost rackambient


life


48 hoursambient

(inc. defrost)

Deli Rolls

Defrost 24 hours ambient (in single layer)

36 hoursOpen bag must be folded over

As above. Keep bag folded over, when not in use

99 hours inc. defrost

TortillaWrap

N/A



N/A

10:1 / 4:1 / promo Meat

patties

N/A


2 hoursVatside freezer

N/A

Frozen Fish, pies, Chicken and

Veggie

Defrost24 hours Chilled

48 hoursChilled

During prep:30 minutesambient. As

preset: 24 hours Chilled

96 hours Chilled (inc. defrost)

Deli Grilled Chicken

Defrost 20 mins ambient

Keep Frozen

180 minutes (inc. 20 minute

defrost)

N/A

RTE Bacon

Temper1 hourambient

MFY STORES - 5 Hours

24 hoursambient

(inc. tempering/ re-sealed)

2 hoursambient

(inc. tempering)

24 hoursambient

(inc. tempering)

McDonalds Cheese Slices

N/A

N/A

During prep:20 minutesambient

In salad:8 hours Chilled

N/A

Salad Base &

Cherry Tomatoes

Reconstitute1 hourChilled

Temper 1 Hour ambient

24 hours Chilled (inc.

reconstitution)

2 hoursambient

(inc. tempering)

N/A

Dehydrated Onions

N/A

24 hours ambient


of day

N/A

Mustard

N/A

5 days ambient (needs to be kept

in its brine)

Discard at end of day

N/A

pickles

Temper1 hourambient

Open tubes in main chiller

overnightuse first next day

Cartridge or Squeeze bottle

48 hoursambient

(inc. tempering)

48 hoursambient

(inc. tempering)

Tube Sauces

N/A

7 daysambient


of day

N/A

Bulk Ketchup


72 Hours/ store in chiller overnight - sealed lid

72 Hours ambient (including tempering)

DO NOT REFILL

N/A

Spicy Tomato Salsa

Temper 1 hour ambient (if

stored in chiller overnight)


overnightsealed lid

72 hoursambient


DO NOT REFILL

N/A

Sweet ChilliSauce



overnightsealed lid

72 hoursambient


DO NOT REFILL

N/A

Sweet & Tangy Sauce



overnightsealed lid

72 hoursambient


DO NOT REFILL

N/A

premium TomatoSauce

N/A

Use first next day

N/A

McFlurry Toppings

and Flake 99

N/A

N/A

N/A

Hot Chocolate Syrup

N/A

ChilledUse first next day

N/A

Coffee Beans

N/A

Re-run: 12 hours Chilled

Use during busy periods

N/A

Shake Mix & Soft Serve

N/A

72 hours in bottle

N/A

McFlurry/ Sundae Sauces

N/A

7 days ambient

N/A

Chocolate, Vanilla

and Banana Syrup

N/A N/A N/A N/A

7 days Chilled N/A N/A N/A

N/A N/A N/A N/A

Strawberry Syrup

Frapp and Smoothie Base Mix

YoghurtChocolate/ Caramel Drizzle

Defrost2 hoursambient

Use first next day

N/A

Donuts



of film

5 days ambient

(inc. defrost)

Sweet Muffins



5 days ambient (inc. defrost)

Triple Choc Cookie

N/A


N/A

Semi Skimmed

Milk (for coffee

machine only)

N/A

N/A

N/A

Milk portions

LiquidEggs

N/A

2 hoursambient.24 hours

Main chillerUse first next day

2 hoursambient

Return closed cartons to main chiller. Use first

next day

Sausage patties

N/A


N/A

Defrost 24 hoursChilled

N/A

7 daysChilled

(inc. defrost)

BackBacon

Defrost12 hoursChilled

Discard at the end of the breakfast shiftKeep covered when not in use

4 daysChilled

(inc. defrost)

pancakes

If chilled, Temper

30 minutesambient

14 daysChilled

N/A

Brown sauce

Temper 30 minutes ambient

7 daysChilled

N/A

Liquid Butter

N/A

N/A

2 hours ambient. Return uncracked

eggs to main chiller. Use first

next day

ShellEggs



ambient


lifeKeep covered when not in use


As aboveKeep covered when

not in use

7 daysambient

In hopper:7 days

Break cycleweekly

24 hoursambient

Discard Weekly

Re-run: Must be

used within 12 hours

72 hours in bottleDO NOT REFILL

7 days ambient

7 days ambient 14 days 7 days 7 days

24 hours ambient

(inc. defrost)


of film



24 hours ambient

2 hoursambient


As preset 48 hrs chilled in sealed pot or 2 hours

ambient in sealed pot


72 Hours ambient in bottle (inc. tempering)

DO NOT REFILL

In pan - discard at the end of the breakfast shift.

In squeeze bottle - 48 hours ambient (inc. tempering).place bottles in main chiller

overnight, use first next day

30 minutesambient

once cracked


48 hoursambient

(inc. defrost)

English Muffins / Bacon Roll

Temper1 hourambient


24 hoursIn main chiller

Use first next day

24 hours in main chiller in sealed pot - Use first

next day

2 hours ambient (inc. tempering)

2 hours ambient (including tempering

2 hoursambient

(inc. tempering)

2 hours ambient (including tempering)

Fresh Onions/Sliced Tomatoes

Lettuce

N/A

72 hours Chilled in sealed

container

2 hours ambient on dressing

table

Keep in chiller

Cucumber

Look out for the Secondary Shelf Life and Tempering Chart in your restaurant.

My Procedures


List three reasons why it is important to focus on the delivery and storage of our food:

1.

2.

3.

Exercise: Before you move on to the next section, lets test your knowledge. What order should these products be put away in?

Product Order

Frozen Buns

Meat Products

Potato Products

Dessert Products

Chilled Products

Ambient Products

Remember: Getting the product from the field into the stock room, and then storing it in the right way is really important to ensuring each and every customer receive Gold Standard food each visit, every time.

My Procedures


Now that you know how to deal with deliveries and to store the food in the right way, the next stage of the journey is to cook or prepare the food and drink for customers. In McDonalds restaurants, our food is either cooked on the grill (like the famous Big Mac) or in the fryer, including our ever-popular Chicken McNuggets.

Lets start by looking at the procedures you need to follow on the grill in order to deliver Gold Standard food to every customer.

Although the meat may look great, it is imperative that the temperature in the middle of the patty reaches the right level, to ensure that all bacteria have been killed. The only accurate way to check that cooked meat is safe to serve is to use a probe to check the internal temperature.

Lets have a look at how cooking temperatures can affect the quality of a product. Remember, if you follow the right procedures, you can avoid things going wrong.

Overcooking Beef PattiesThe effects of overcooking mean that the Beef Patties can be:

Dry and shrunken Tough and chewy Lose their taste

Cooking and Preparing our Food

Main Menu How we cook and look after food on the Grill When we say food on the grill, what we really mean is the food that contains a product cooked on the grill. For main menu items, this is usually our famous beef hamburger patties. Its really important that we serve beef patties that are safe and of the highest quality. Our standards are the:

Food Safety Standard All probed patties must be at or above 70C,

having been cooked at or above the minimum cook time

Visual Standards None of the patties show signs of red/pink meat, and the juices

run clear/yellowish by the time the patty would be placed on the sandwich and by the time of the Destructive Test

Quality Standards One probed patty must be between 70C and 78C, provided

all probed patties meet the Food Safety Standard and all patties meet the Visual Standard

Using your knowledge, or the

Grilled Products Flyer available via ourlounge.co.uk, what are the minimum cooking times for: Regular meat (10:1) _____ seconds Quarter meat (4:1) _____ seconds Oval Meat (3:1) _____ seconds

My Procedures


Remember: To ensure you do everything you can to prevent overcooking, these simple tips:

Remember: To ensure you do everything you can to prevent undercooking, follow these simple tips and remember to:

Undercooking Beef PattiesThe effects of undercooking beef patties can be serious. The way to kill the E.Coli bacteria that can be present in meat products is to ensure that the Beef Patty is cooked properly. We look for a minimum temperature of 70C when completing the daily DPSC beef checks, although in practice the patties reach a much higher temperature during cooking within the clamshell grill. To ensure beef patties are cooked properly, you should also look for the following signs:

The meat should be a grey/beige colour inside, with no red or pink bits

The meat should have clear running juices and no red juices on the surface

The meat patty should be 8090% dark brown in colour

Production ControlOnce the cooked food has been removed from the grill, you then need to control the amount of food you have available to customers in the transfer bin.

Check the grill is set at the correct temperature Remove the meat in the same order it was laid Take the meat off the grill as quickly as you can

Ensure DPSC checks have been completed Ensure the release sheet is in good condition Check the grill temperature is set correctly Check the correct product is selected Check the quality of the raw ingredients for temperature abuse and dehydration Clean the grill surface after each run, as carbon build-up can reduce the surface

temperature of the grill

Ensure all grill tools are sharp, as this will make it easier to clean the grill and to remove the meat, which means less carbon build up and a better quality meat patty

Production control is the ability to produce enough hot, fresh and tasty food to exceed our customers expectations, without producing excessive waste.

My Procedures


Exercise: Why do you think it is important to control the amount of food available to customers?:

Production ModesThere are different production modes to help produce quality food quickly and efficiently. These are methods of cooking products at a rate to satisfy customer demand and to deliver the highest quality grilled products.

For 10:1 meat, the production modes are:

Call as needed (CAN):The Production Caller will request products to be produced as and when they are needed. This requires one person who operates buns, dressings and the grill.

Pull Lay:A run of a product is laid, cooked and assembled, and a second run of buns is laid as the grill platen rises. This requires two people one on grill, and one positioned on buns and dressings.

Bun Lay:This is a higher volume mode, where the second run of buns is put down part way through the first run of meat cooking. Buns are laid 20 seconds before the removal of the meat. This requires three people one on grill, one on buns and one on dressings

The Production Modes are:

Call As Needed (CAN) Pull Lay Bun Lay Continuous

Continuous:This is a very high volume mode, where the second run of buns is laid when disengaging the toaster for the first run of buns. This requires four people two on buns, one on dressings and one on grill. The bun person should co-ordinate the grill team.

It is important to understand all of these modes in order to be able to meet customer demand.

You can find out production modes for 4:1

and 3:1 meat on the Production Control Flyer, available on ourlounge.co.uk

Remember: Cook less more often. This will deliver hotter, fresher products

My Procedures


The 3 CsWhen youre working as part of the grill team, you should use the 3 Cs to ensure the team works smoothly and efficiently together, to achieve the quality products our customers expect. The 3 Cs are:

Communication Coordination Cooperation

CommunicationA well run area is one where everyone is clear about what they need to do. Communication is critical to ensuring great QSC. Make sure that you always communicate clearly with others in your team, in order that any potential problems are dealt with quickly and efficiently.

CoordinationCoordination means working in a manner where everyone knows what they are doing and when to do it. Ensure that you coordinate your work with the other members of your team at all times. For example, if you are coordinating the grill team, you need to speak with both the crew member on the grill to put the meat down and also the bun person to put the appropriate number of buns down.

CooperationCooperation is working together to get the job done. Ensure that you work with the team to meet the QSC standards. For example, if the person on dressings needs to re-stock their area, you, as the person on buns, should cooperate with them to ensure that this can be done without jeopardising the flow of products.

Main Menu How we cook and look after fried food

Whilst many of the principles of cooking food on the grill and in the fryers are the same, there are some important differences to be aware of. The most important to remember is that any fried product is only as good as the oil that its cooked in, so we need to look after the oil.

Temperature Level Condition

Looking After the OilWhenever you start work on the fried

products station you must check the oil for these three things:

The oil level should be at the normal line on the back of the vat. The oil level is critical. If the level is too low, food may not be totally immersed in the oil and might not cook properly.

When topping up oil, do not add too much, because if the oil level is too high, products are liable to float out of the basket. This could also create a potential fire hazard.

My Procedures


The 6 Enemies of Oil

Oil condition is vital to the finished product, as any off tastes in the oil will be transferred to the products cooked in it. Oil in bad condition will show the following signs:

Yellow foaming/slow lazy bubbles

Excessive smoking Off/rancid taste Dark in colour

Oil showing any of these signs should not be used.

Oil breaks down naturally and whilst you cannot prevent this, you can slow the breakdown and prolong the life by taking the following steps:

Filter every day and clean the vats with fryer cleanser Skim frequentlyOil is one of the areas that sometimes gets overlooked, yet it has such a big impact on the quality of the food the customer receives. By identifying and preventing the six enemies of oil, you can help to prolong its life and ensure that quality food is produced.

Exercise: There are 6 enemies of oil. Complete the following exercise to get a better understanding of how you can ensure good quality oil.

What is the enemy? How can you prevent the enemy?

Carbon

Air

Salt

Heat

Water

Chemicals

My Procedures


Fried ProductsAll chicken products arrive in the restaurant pre-cooked, but must still be properly fried in the restaurant to ensure a good quality product is served to the customer. Before chicken is delivered to our restaurants it is passed through an oven and flash fried this ensures that the chicken is properly cooked right through.

Follow these simple tips to produce good quality fried products that will help deliver Gold Standard food:

Check the oil condition, level and temperature Ensure the cooking times and temperatures are correct, and the UHC is set at 93C Inform a Manager if any equipment is damaged Hold the product in the UHC for the right amount of time and dispose of it in the red bin once

the holding time has expired

Stack product in the UHC correctly. If you dont, this may cause it to go soggy and it may not maintain the right temperature

Fill baskets to the right level Ensure you use the right basket for the right product

Batch CookingBatch cooking allows you to cook more than one run of product at a time, which is sometimes necessary to maintain adequate levels of product so that you can meet the demand of your customers.

We batch cook as its the fastest way to get the job done. Batch cooking also takes advantage of the fact that menu items have different cooking times. You should start batch cooking when the product level falls below the correct guidance stated on the UHC level chart. You should stop batch cooking when the levels in the UHC are met for that product.

French FriesFrench Fries are a product that customers keep coming back for. 70% of our customers order fries with their meal, so its a really important food item for our business. As one of our most popular products, it is critical that we produce and sell a quality product at all times.

Cook according to the volume of sales. Once the timer on the vat has sounded indicating that the holding time has expired, Fries should be discarded in the appropriate red bin.

Follow these procedures and top tips to deliver Gold

Standard Fries: Check all heat lamps are working properly

Check the oil level, temperature and condition

Ensure there are adequate fry scoops, skimmers and Accusalt shakers

Always use TLC when handling frozen fries, as they are extremely fragile

A Gold Standard French Fry will be hot, fresh and lightly salted. Package fries only as needed by keeping them in the salting tray for as much of clock their 5 minute holding time as possible. This will prevent them from losing temperature and going soggy.

My Procedures


How we cook and look after food served at breakfast

McDonalds is the number one branded outlet for Breakfast, so it is important that we act as a market leader in order to protect and build upon this. Breakfast is a huge opportunity in the market, with over 280million breakfasts a year eaten out of the home. These customers are looking for quick, efficient service and a great product. Over the last few years we have introduced new initiatives, products and packaging to meet this demand.

Visit www.ourlounge.co.uk, search

for breakfast and talk to a Manager about the Breakfast products we serve.

What are the three most popular breakfast products in your restaurant?

If a customer asked, where could they find information on the nutritional information for Porridge?

Why is it important that muffins are correctly toasted?

How do we cook pancakes?

1.

2.

3.

My Procedures


Holding Times and Defrost Times

Holding TimesOnce any product that started from the grill or fryer has been cooked or prepared and placed in the transfer bin, there are set times for how long they can be held. These holding times ensure that our customers receive hot, fresh products.

The transfer bin is not designed to be a hot holding cabinet, as products are only placed in it for a short period of time. It is critical that timecards are used to monitor the holding times of all products being held in the transfer bin to ensure hot, fresh food is always served. Holding times must not be exceeded.

FIFO also applies to the food when it is assembled. Food prepared first must be served first. These systems are critical to ensure good quality products are served to the customer every time.

If you arent sure what a Timecard is or how it is used, when you are next on shift ask a Crew Trainer what they are and how they work. Make a note of their answer below:

Defrost TimesMany of the products being delivered to our restaurants are frozen. For example, Deli rolls, promotional buns and some desserts. Before these products are used they need to be defrosted. It is important that all defrost times are adhered to, to ensure that products have properly thawed out before they are used. If products arent defrosted properly, the temperature of the overall sandwich could be cold and unpleasant to eat, meaning the customer will not receive a Gold Standard quality sandwich.

Any food that has exceeded its holding time should be disposed of in a red bin so that it can be counted as waste.

My Procedures


Some of our key drinks and desserts are branded as McCaf. This is the premium drink and sweet snacking range and it is used as a visible badge of product quality. It includes three product ranges:

Hot Drinks: Mocha, Espresso, Latte, Cappuccino, White Coffee, Black Coffee, Tea and Hot Chocolate

Iced Drinks: Strawberry and Banana Iced Fruit Smoothie, Mango and Pineapple Iced Fruit Smoothie, Caramel Iced Frapp and Mocha Iced Frapp

Sweet Snacking: Chocolate Muffin, Blueberry Muffin, Sugar Donut, Sticky Toffee Muffin and Triple Chocolate Cookie

Look out for the McCaf logo throughout Section 5 to see where the McCaf branding is used.

How we Prepare Drinks and Desserts

As our business continues to develop and evolve, we have seen some menu innovations with additions to the drinks and desserts we offer, as well as continuing to offer many of our customers favourites. This is all to help us deliver on our mission of delivering what the customer wants, each visit, every time.

At McDonalds, what customers drink is as important as what they eat. This means that all drinks have to be the same high standard as the food we serve.

Our cold cups are clearly marked with drink fill and ice fill lines so that our drink servings are consistent and provide value to customers. The drinks tower should dispense the correct amount of drink into the cup. If the cup isnt quite full, it means that you need to put more ice in it.

Always check the appearance of the drink before serving.

If you fail to put enough ice in cold drinks, this can have a negative effect on customer satisfaction. If you overfill a cup with ice this may cause the drink to spill when you put on the lid, or when the customer handles it.

Cold Drinks

My Procedures


Hot DrinksTo ensure that every customer gets a Gold Standard product, you should only prepare hot drinks on demand.

Orange Juice, Milk and WaterThese products come to us pre-packaged. We only use the best quality branded drinks of water and organic milk, and our juice is 100% pure orange juice. It is important that before serving these drinks you check they are in date and have been kept chilled, to ensure that you are serving good quality drinks.

MilkshakesOur milkshakes are made from real dairy products and should only be prepared (pulled) at the customers request, so that they are fresh, thick and cold. Milkshakes should be thick with an icy bite, and cold and with no signs of melting. Always ensure that they are filled to the correct line on the side of the cup and check the appearance to ensure good quality.

All our Milkshakes are suitable for vegetarians.

McCaf Hot Drinks, Iced Fruit Smoothies, Iced Frapps and Sweet Snacking

You may have noticed that our hot drinks cups show a picture of a frog with the stamp certified. This means that the coffee

we serve in our restaurants comes from Rainforest Alliance Certified farms, where coffee beans are sustainably grown to benefit farm families, wildlife and the environment.

My Procedures


You should always check the appearance before serving. Here are some simple things to look out for:

Cappuccino The top of the drink is slightly domed It has a good coffee aroma The coffee flavour is stronger than the Latte

Latte The top of the drink is flat There is a mild coffee aroma It has a very mild coffee taste It is a white coffee The top has a layer of thin light brown foam Underneath, the drink is mild brown in colour The coffee has a fresh aroma

Black Coffee It has golden crema (froth) Tight bubbles covering dark black coffee Fresh, appetising coffee aroma

Espresso The top surface is covered with golden crema It has a strong, roasted aroma

Hot Chocolate It is a cream brown colour It is sweet It has a rich chocolate aroma and flavour It has a creamy texture

Mocha The top surface covered has spray cream that

has been applied from the outside of the cup and is peaked at the centre

The chocolate dusting is evenly sprinkled on top of the spray cream

It is silky smooth It has a coffee and chocolate taste

To support our vision to become a preferred beverage destination known for our quality premium drinks, we have introduced Iced Fruit Smoothies and Iced Frapps.

Iced Fruit Smoothies Strawberry and Banana Iced Fruit Smoothie: Made with real

pured fruit and juices, and blended with low fat yoghurt and ice

Mango and Pineapple Iced Fruit Smoothie: Made with real pureed fruit and juices, and blended with low fat Yoghurt and ice

Iced Fruit Smoothies and Iced FrappesWhat to look out for to ensure a Gold Standard product is served:

The smoothie should be cold It should be slightly thick and

coarse from the ice crystals

It should have a uniform colour, with no evidence of colour carry-over from other flavours

The Yoghurt is well mixed in

My Procedures


Iced Frapps Caramel Iced Frapp: made with a hint of coffee,

smooth whipped cream and drizzled with a rich caramel sauce

Mocha Frapp: made with a hint of coffee, smooth whipped cream and drizzled with a chocolate sauce

Nearly 20% of our customers who buy a

meal in our restaurant will buy a dessert

DessertsDesserts are an important and increasingly popular menu items that are either ordered as part of a meal, or as a stand-alone treat.

Sweet SnackingSweet Snacking is the name of our great tasting range of McCaf treats. This includes:

Triple Chocolate Cookie: a Triple Chocolate Cookie with white, milk, and dark chocolate chunks.

Sticky Toffee Muffin: a Sticky Toffee Muffin injected with a smooth toffee sauce and sprinkled with a traditional Crumble

Chocolate Muffin: a Chocolate Muffin with chocolate chunks

Blueberry Muffin: a Blueberry Muffin with blueberries inside, and a crumble topping

Sugar Donut: a sugar coated ring doughnut

All of these products arrive at the restaurant frozen and need to be defrosted before serving. You should use the clear tongs when handling the products and clearly mark them with the appropriate holding times.

Apple PiesWhen cooking pies, you must ensure you cook enough to meet demand. Pies have a secondary shelf life of 90 minutes, including a cooling time of 10 minutes. This will ensure the product is at the right temperature when the customer receives it and will also ensure that the filling is not too hot to avoid the risk of burning someone. You should always discard pies once their holding time has expired, to ensure that you dont serve soggy or lukewarm pies.

What to look for to ensure a Gold Standard product is served:

It should be cold, with a semi-frozen texture It should be smooth and thick, with a slightly coarse

sensation from the ice crystals

There should be a uniform colour, with no evidence of colour carryover from other flavours

The Whipped Cream is smooth and light The drizzle sauce is smooth and thick

My Procedures


It isnt a McFlurry unless it has been flurried!

Ice cream desserts offer our customers an even wider range of dessert options and are especially popular with our younger customers.

The demand for McFlurrys may sometimes place significant demand on the milkshake machine. Therefore, during special promotions or hot weather for example, it is important that you are able to meet demand, whilst also meeting quality standards. During these periods, you can pre-pull blank McFlurrys (this is simply McFlurry Cups filled only with soft serve ice cream) and store them in the McFlurry Freezer for up to 30 minutes.

Only store blanks. The topping must be added at the time of serving. Do not put spoons or collars in the freezer, as they become brittle at low temperatures, which could cause them to break and contaminate the product.

Food SafetyThroughout this workbook, you have seen how all of the procedures in place help us to deliver safe food that protects you and your customers from harm, as well as ensuring you deliver Gold Standard quality every time. We already know that the safety of our food and our customers is paramount to our business, and it is critical that care is taken by all food handlers all of the time.

All types of raw meat and eggs can be a potential source of bacteria, and your adherence to the points covered in this workbook and to all cooking procedures will ensure food safety. Any possible contamination in meat and eggs is killed during cooking. However, contamination from raw product could be spread around the grill area and onto cooked food via hands etc if procedures are not followed correctly.

Our food safety procedures reduce the risk of the food becoming contaminated. Every employee in the restaurant plays a major role in ensuring that product quality and safety is maintained.

Ice Cream: McFlurrys, Cones and Sundaes

My Procedures


You must minimise the risk of cross-contamination as much as possible. This can be done by implementing the following hygiene practices:

Not working and informing a Manager when suffering from food poisoning symptoms, infected wounds or sores, skin infections, heavy colds and flu, or other infectious illnesses

Wearing a clean apron when preparing and handling food in the kitchen, on the fry station, or on wrap and call

Removing your apron prior to carrying out cleaning projects, deliveries, dirty tasks, going on a break or using the toilet

Not wearing watches or visible jewellery (except a plain wedding band) Washing hands thoroughly, using AMH, and rinsing and

drying properly

Wearing gloves to handle raw meat and eggs, and taking care not to touch the outside of the gloves

Washing hands if they do touch the outside of the glove Using bun tray liners for staging buns Using sanitised cloths

All staff receive training on food safety and must follow the food safety procedures at all times. This is verified by checking their knowledge and performance using SOCs. Some procedures include:

Always use Clean As You Go (CAYG) to maintain a safe and clean environment

Wear an apron in food preparation areas to provide a barrier between yourself and the food

Ensure that you frequently wash your hands and do it thoroughly

Do not use faulty equipment Do not serve product which you

suspect is not cooked properly or may have been contaminated in any way

DPSC ProceduresAn important part of food safety is keeping accurate records of food safety checks. At McDonalds, we use the Daily Product Safety Checklist (DPSC). The DPSC is primarily designed to reduce the risk of food poisoning, e.g. to ensure we serve safe products.

In order to ensure that food is fit to eat, product/equipment temperatures and use by dates are required to be completed in the DPSC. Only in this way can we ensure we consistently produce high quality, safe food for our customers and also fulfil our legal obligations. If you cannot locate the DPSC, you must inform a Manager. The DPSC should be kept in a designated place so that it is at hand, and it is the responsibility of the Shift Manager to complete it clearly and accurately.

Gold Standard Descriptors Throughout the journey of our food from the farm to the fork, you have seen how treating it with care will help to deliver Gold Standard food that will help us to exceed our customers expectations.

My Procedures


When you take your next break, have a look at three of the food or drink items you are served and check them against the descriptors above and at the back of this workbook. When youre tasting the food, consider the following guidelines:

Meat moist and juicy, dark brown in colour, no pinkness and no red juices

Chicken golden brown, tender, coating crisp, moist and juicy Sandwich neatly dressed, no sauce on packaging Buns crisp, even toast Lettuce crisp and green Filet golden brown, evenly bread crumbed, slight oil coating Fries golden brown, moderately crisp exterior, mealy and

slightly moist interior, slight separation of exterior from interior

Hash Browns crisp and golden brown, with visible flakes of potato

Apple Pies golden brown, crisp, bubbly pastry crust Drinks correct temperature, correct dilution and appearance

Do not smoke before tasting food Only drink water while tasting food, or in between tasting different menu items. Do not

drink coffee or sugary drinks

Conduct your quality evaluation in an area away from customers, where you can sit and focus on the evaluation, and refer to the Gold Standard descriptors

Use your senses: sight, smell, touch and taste Think about what the food is supposed to taste like as you bite into it Do not dissect sandwiches, or take them apart before you taste the food

Before serving any product, you should check its

appearance before giving it to the customer.

Food Item

Does it meet Gold Standard quality?

If it doesnt meet the correct standard, what are the areas that need to be

improved and how?

Once the food has been cooked and assembled, you will have a finished product that you can compare against the Gold Standard descriptors. You can complete a number of general quality checks on our food and drink before it is served:


Focusing on the Customer

Summary Focusing on the Customer

Remember at the start of the workbook we said that once you understand how to behave and act, and then understand the correct procedures, the final element is that you are focused on your customers and the experience you are providing them.

We know that when our customers visit, they expect great Quality, Service & Cleanliness (QSC). This means they want quality food that is hot and fresh, served in a clean and safe environment, and by Crew who are friendly and create an exceptional experience.

We now know that serving Quality food is fundamental to us achieving this and helping to deliver our customer mission to:

Take five minutes to reflect on the skills and knowledge you have learnt in this workbook and think about how this will help you to focus on the customer by answering the following questions:

How can I personally make a positive difference to the quality standards of the products that I

produce and serve, and therefore positively impact the customer experience?

If a Manager asked you to say how ensuring we serve quality food to every customer, every time would affect the overall customer experience, what would you say?

If a Manager asked you to say how serving Gold Standard food impact the overall customer experience, what would you say?

Give the customer what they want, each visit, every time


Verification1. How can you display the Vital Ingredients when working in the kitchen preparing food?

VALUE & RESPECT

MAKE IT SPECIAL

FRIENDLY & FAST

BE YOU

ENJOY WHAT YOU DO

2. What is Gold Standard?

3. Name two things that our customers expect their food to be:

1.

2.

4. Where is the beef that we use in the UK sourced from?

5. What is the holding time for all products in the transfer bin?

6. If you are in any doubt about a product, what two things should you do?

1.

2.


1. How can you display the Vital Ingredients when working in the kitchen preparing food?

VALUE & RESPECT

MAKE IT SPECIAL

FRIENDLY & FAST

BE YOU

ENJOY WHAT YOU DO

8. What should you look for to ensure meat products are cooked properly?

7. List three things you can do to prevent undercooking of meat products:

1.

2.

3.

9. What are the 3 Cs?

1.

2.

3.

You have now completed the Quality Workbook.Once your Coach (Crew Trainer/Manager) has checked and verified your completion of this workbook and you have completed the relevant flyers, you are then ready to take the Quality Unit Test.

Name

Restaurant

Date

Verified by

Verifiers signature

Workbook Verification


Gold Standard Descriptors Listed below are the Gold Standard descriptors for the most popular products on your menu. When assessing the assembled food in our restaurants, we should be evaluating the menu items quality in the same way that our guests do, by thinking about the following key attributes:

Appearance Temperature Texture Taste

Gold Standard Quality McDonalds French

FriesAppearance

Externallybright, light golden brown with natural colour highlights andaslightsheen.

Internallywhite, fluffy and mealy like a freshly baked potatowithslightseparationofcrustfromflesh.

Frenchfriesarestraightanduniformlycutwithvaryinglengthsandminimaldefects.Somesaltcrystalsarevisibleonthesurface.

Served hotinafullbagorbox.

Temperature/Texture

Frenchfriesarehot.Exteriortextureisslightly crispwithatender bite.Interiortextureismealy, slightly moistlikeabaked potato.

Taste

Thesignaturetasteisawellbalancedflavourprofileoffreshly cooked fried potato, clean oiland salt.

Gold Standard Quality McDonalds McChicken

Legend, with Cool Mayo/Spicy SalsaAppearance

Thesandwichisneatandholdstogetherwell.TheLegendbunisgolden brown with golden crustandsomeflourdusting.Ovalshapewithtwo diagonal dcor slicesontopofbun.

Theedgesofthegingercolouredchickenpieceareslightlyvisible,withsomepepperandherbflecksandwilldifferentfromsandwichtosandwichduetothenon uniform shape of the natural chicken,whichisirregularoblong/teardropshape.

Curlyedgesofthelettucearevisible.

Temperature/Texture

Thesandwichishot.Thetextureofthesandwichismoderatelytoastedrollwith

slightly crisp crust,withadoughy, tender, resilient,slightlymoisttexturewithchickenfilletthatislightly crispontheoutsidewithsucculent natural chicken filletinside,moistnessfrom sauce,slightcrispfromBatavialettuce.

Taste

Theoveralltasteofthesandwichisspicyandisabalancedblendoffreshlytoastedroll,withwhite bready flavours,savoury,spicy fried chickenwithblack peppernotes,distinctivewhite pepper, onion and garlicandcleanoiltaste,withcooling mayo orspicy tomato salsa andfreshlettuce.

Gold Standard Quality McDonalds Chicken McNuggets Appearance

FriedChickenMcNuggettempura breadingislight golden brown incolourwithnatural reddishbrownhighlights.

ChickenMcNuggetsshouldbeinthefourdistinctshapesandareuniformly coated with ridges and peaks.

Temperature/Texture

Theproductisservedfreshandhot.Thebreadingtexturehasalight crispandtender

tempura coatingthatadheresfirmlytothemeat.Meattexturehasauniformfirm biteandisslightly juicy.

Taste

Thetasteisaslight fried corn andwheatflourbreadingtastewithcaramelisednotesandcleanoiltaste.Mild chicken tastethatisslightlysaltywithahintofblackpepperandcelerytasteinthebreading.

Gold Standard Quality McDonalds Chicken

SelectsAppearance

FriedChickenSelectscoatingisa home-style breading,withbreadingclustersandfineridges,light reddish, golden brown in colour,withblack pepper specks.

ChickenSelectsshouldbeirregularshapedstrips,withwhitenaturalchickenfilletinside.

Temperature/Texture

Theproductisservedfreshandhot.Succulent,juicynaturalchickenfilletwithafirmbite,withlightcrunchy,tenderbreadingcoatingthatadheresfirmlytothemeat.

Taste

Thetasteissavoury, spicy, country-fried chicken,withmildblackpeppernotes,andfriedbreadingandcleanoiltaste.Thechickenshouldbemild,withslightsavourynotes.

Gold Standard Quality McDonalds McChicken Sandwich Appearance

Thesandwichisneat andholdstogetherwell.Thesandwichhasauniformgoldenbrownbun,toppedwithsesameseeds.

Light golden brown coated tear drop shape chicken piece.

Edgesofthelettucearevisible.

Temperature/Texture

Thesandwichishot.Thetextureofthesandwichisasoft, resilient, moistbunwithcoatedchickenthathasafirm, lightly crisp bite,moistnessfromsauce,slightcrispfromlettuce.

Thebreadingtexturehasalight crispandtender tempura coatingthatadheresfirmlytothemeat.Meattexturehasauniformfirm biteandisslightly juicy.

Taste

Thetasteisabalancedblendoffreshly caramelised breadtastewithaslight fried corn and wheat flourbreadingtastewithcaramelisednotesandcleanoiltaste.Thereisacleanchicken flavour with buttery highlightswithmayoandfreshlettuce.

Gold Standard Quality McDonalds Filet-O-

FishAppearance

Thesandwichhasauniformgoldenbrownsteamedbunwithaslight sheen.Thecornersofthegolden brown fish portion and cheeseareslightlyvisible.

Sandwichlooksneat andholdstogetherwell.

Temperature/Texture

Thesandwichishotandmoist.Thetextureofthesandwichisdistinguishedbyasoft,

steamedbunwithfishfiletthatislightlycrispoutside,tender,moistandflakyinside,withcreamytartarsauceandmeltedcheese.

Taste

Thetasteisabalancedblendoffreshsteamed breadtaste,creamy,slightly acidictartarsaucewithabalancedblendofa dill pickle relish and fresh onion, mild fishandslightmildcheddarcheese.

2013 14 | QSC WORKBOOK Gold Standard Quality Reference Material | GSQ 0


OR

Cool Mayo

Spicy Tomato Salsa






Exercise: Ask your Manager for the other Gold Standard Descriptors detailed below

Breakfast ItemsBacon/Sausage & Egg McMuffinBig BreakfastBreakfast WrapMcBacon RollBacon, Egg & Cheese/Sausage, Egg & Cheese BagelPancakes & Syrup/SausageOatso Simple Porridge

Beverages & DessertsHash BrownLatteCappuccinoBlack CoffeeWhite CoffeeEspressoMochaApple PieSweet Snacking: Blueberry MuffinSweet Snacking: Chocolate MuffinSweet Snacking: Sugar Donut Sweet Snacking: Triple Chocolate CookieCarbonated DrinksMilkshakeMocha FrappStrawberry & Banana SmoothieMango & Pineapple Smoothie

Gold Standard Quality McDonalds

CheeseburgerAppearance

Thesandwichhasauniformgoldenbrownbun.Thesandwichlooksneat andholdstogetherwell.Themeltedcheesehasdrapedcorners.

Temperature/Texture

Thesandwichishot.Thetextureofthesandwichisasoft, resilient, moistbun,withtender, juicybeef,moistnessfromthemelted creamy cheeseandthecondimentswithoccasionalcrispnessofthedillpickleandonions.

Taste

Thetasteisabalancedblendoffreshlycaramelisedbreadtaste,seared,seasonedmildbeef,creamy,mildcheddarcheese,sweettangyMcDonaldsketchupandmustardwithanisolatedacidicbitefromthedillpickleandmildonion.

Gold Standard Quality McDonalds Quarter Pounder with CheeseAppearance

Thesandwichisneat and holds togetherwell.Themelted cheeseisstaggeredwithdrapedcorners.Thebeefpattyisvisibleoutsidethesesameseedbun.

Temperature/Texture

Thesandwichishot.Thetextureofthesandwichisasoft, resilient, moistbun,withtender, crumbly, juicy beef,moistnessfromthemelted creamycheeseandthecondimentswithoccasionalcrispnessofthedillpicklesandfreshonions.

Taste

Thetasteisabalancedblendoffreshlycaramelizedbreadtastewithsesameseeds,dominantseared,seasonedmildbeef,creamycheddarcheese,sweettangyMcDonaldsketchupandmustardwithanisolatedacidicbitefromthedillpickleandfreshonion.

Gold Standard Quality McDonalds

HamburgerAppearance

Thesandwichhasauniformgoldenbrownbun.Thesandwichlooksneatandholdstogetherwell.

Temperature/Texture

Thesandwichishot.Thetextureofthesandwichisasoft, resilient, moistbun,withtender, juicybeef,moistnessfromthecondimentsandoccasionalcrispnessofthedillpickleandonions.

Taste

Thetasteisabalancedblendoffreshly caramelised breadtaste,seared, seasoned mild beef, sweet tangy McDonalds ketchupandmustardwithanisolatedacidicbitefromthe dill pickleandmildonion.

Gold Standard Quality McDonalds Big MacAppearance

Thesandwichstands tall onathreelayeredbunwithsesameseedsonthecrown.Itisneatlyassembledwithoverflowingfresh green shreddedlettuce.Themeltedcheesehasdrapedcorners.

Temperature/Texture

Thesandwichiswarmandholdstogetherwell.Thetextureofthesandwichisasoft, resilient, moistbun,withtender, juicybeef,crisplettuce,moist,melted creamycheeseandcreamysauce,withoccasionalcrispnessofthedillpickles,onionsandrelish.

Taste

Thetasteisasignaturetastethatcombinesadistinctivebalancedblendoffreshly caramelized breadtastewithsesameseeds,seared, seasoned mild beef, creamy Big Mac saucewithabalanceofsour,pungent mustard, sweet pickle relish, onion and savoury tastes, fresh lettuce, creamy cheddar cheese,withanisolatedacidicbitefromthedill pickleandmildonion.

Gold Standard Quality McDonalds Double

CheeseburgerAppearance

Thesandwichhasauniformgoldenbrownbun.Thesandwichlooksneatandholdstogetherwell.Thetwopiecesofmeltedcheesearestaggeredwithdrapedcorners.

Temperature/Texture

Thesandwichis hot.Thetextureofthesandwichisasoft, resilient, moistbun,withtender, juicybeef,moistnessfromthemeltedcreamycheeseandthecondimentswithoccasionalcrispnessofthedillpicklesandonions.

Taste

Theflavourisabalancedblendoffreshlycaramelisedbreadtaste,dominantcreamycheddarcheese,seared,seasonedmildbeef,sweettangyMcDonaldsketchupandmustardwithanisolatedacidicbitefromthedillpickleandmildonion.






2013 McDonalds. February 4th. The Golden Arches logo and im lovin it are trademarks of McDonalds Corporation and its affiliates. 292829

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