The DC and RDM Kitchen Manager Partner for Success Guide · The DC and Kitchen Department Manager...

The DC and Kitchen Department Manager

Partner for Success Guide

July 2012

The objective of this guide is to provide you with a tool to help you be successful in your role as the Kitchen Manager. The guide includes important information such as DC policies, procedures and programs in the areas of deliveries, ordering, inventory, quality and communication. If you have questions regarding a McDonald’s owned training topic such a ROP, Food Cost, ISP, etc., please refer to e-learning on Access McD for help.

The DC and Kitchen Department Manager Partner for Success Guide

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Table of Contents

1. Distribution Center Contact Information 2. Truck Delivery

a. Delivery Preparation Steps b. Delivery Time Change c. Offload Rate / Time on lot d. Delivery Method

3. Ordering

a. ROP b. Order Revisions c. Special Deliveries d. Happy Meal Toys e. Limited Supply Items f. Item Restrictions g. Purchases & ISP Maintenance

4. Be Well Stocked Overview

a. Program Overview b. Sustainability c. Bar Code Book d. End Cap Creation

5. Product Incidents

a. Product Handling and Storage b. DC Product Claim Policy c. Stock Recoveries

6. Communication

a. ROP Messages b. Automated Calls

i. Stock Recovery ii. Other

c. Customer Satisfaction Survey d. Monthly and Weekly Communication


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Distribution Center Contact List

Contact Name Position E-mail Business Phone ROP Analysts ROP [email protected] 1 913 287 3311 Stevi Garvey Customer Service Manager [email protected] 1 913 906 2732

Betsy Thorman ILS – Menu & Raw Item #’s [email protected] 1 913 906 2752 Kristie Sullivan LSS – Toys/Promotions [email protected] 1 913 906 2724 Cleora Bayless QA – Product Quality Issues [email protected] 1 913 906 2719 Dave Lackland Field Service Rep [email protected] 1 913 221 4886

Corey LaBounty Field Service Rep [email protected] 1 816 810 0460


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Delivery Preparation Steps

• Restaurant prepared for delivery 30 minutes before scheduled time. Receiving and storage areas (freezer/cooler/dry) organized and free of obstructions, product rotated and consolidated, and bulk Coke tank sanitized.

• Provide proper staffing for the delivery as outlined in the EARP Policy & Procedures Manual

• Clear the interior pathways of obstructions.

• Prepare lot and delivery area for truck arrival and delivery set up. Block off the necessary parking stalls at least 30 minutes before the truck arrives, when applicable.

• Maintain exterior areas in a safe manner, especially during the winter. During winter months, maintain the parking lot for safe and effective driver maneuvering.

• Have pallets/carts/bun trays stacked neatly and positioned for driver pickup.

• Have approved product returns ready for pick-up.


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Bulk Coke Procedures • The bulk coke tank needs to be empty and sanitized BEFORE the delivery. DRIVER CANNOT

SANITIZE BULK COKE TANKS FOR RESTAURANT.

• Driver will depress drain poppit. If liquid comes out clear, bulk Coke delivery will be made. If liquid comes out syrup colored, bulk Coke cannot be delivered.

• Restaurant personnel confirm tank is ready to receive bulk Coke transfer.

• Restaurant personnel connect all lines necessary to bulk Coke tank and notify Driver to begin Coke transfer. (Be sure that the green vent line has been connected before the Coke syrup transfer begins.)

• Restaurant personnel disconnect all lines.

• There is a $75 charge for all bulk Coke refusals.

Delivery Time Changes The Distribution Center will review the Master Delivery Schedules at least twice a year to accommodate case volume trends during the Spring/Summer and Fall/Winter timeframes. In addition to this, the DC changes the delivery schedule each Holiday that the DC is closed. Managers receive written communication for those changes.

The DC will send a new Order/Delivery calendar for each route change. This calendar can also be found on our Web Site, www.earpdistribution.com.

An on-time delivery is defined as the REVISED delivery time +/- 30 minutes.

Offload Rate Offload Rate is a measurement of how long it took your driver and crew to offload the product and send the driver on his/her way. Offload Rate is best defined as ‘wheels on the lot, wheels off the lot”.


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Following the delivery preparation steps on page 4 of this guide will improve the offload rate which will in turn provide the following benefits:

• Frees up your lot quicker for who matters most-your paying customer

• Frees up your crew quicker for what matters most-your paying customer

• Helps driver to get to the next stop on-time- in some instances it could be another restaurant within your own organization.

• Consistent, favorable offload rates are important in helping contain costs for the system on both sides considering fuel and labor costs

Method of Delivery The Distribution Center has an approved method of delivery for your market and restaurant. Some examples include pallets, rollers and stands delivery, and full put away & product rotation for Freezer/Cooler items. A cart, cage or pallet delivery is called a “Unitized Delivery”. The driver will work with your restaurant to ensure your product is delivered to each respective temperature zone in a manner that all products are at maximum quality as well as meets the agreed-upon method of delivery for your market.


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ROP

• ROP order is available for review by 3pm the day before your order is due to the DC and needs to be reviewed and approved by 8:30am the day your order is due to the DC.

• It is very important to review your ROP order and account for local marketing events, same-day transfers, operating supplies and miscellaneous items. Please make sure you review your order before it automatically submitted at 8:30am the day your order is due.

• Restaurants are responsible for order operating supplies and miscellaneous items such as party favors and salad labels using the product catalog in the ROP tool.

• Ops test products are not included in ROP item scope.

• Ordering manager can change the ROP quantity when necessary.

• Please refer to AccessMcD.com for on-line training and troubleshooting.

Order Revisions All ROP order proposal changes should be made on the web before the ROP order is confirmed. Changes to your order after the ROP order is confirmed (Order Revisions) should only be made under extraordinary circumstances.

In special circumstances, an order revision can be made by calling the DC before Invoice processing begins. Special circumstances include a competitor business change, an unplanned LSM event, etc. In some instances, a $100 service charge will applied to the order revision request.

What is an Order Revision?

An order revision is when the restaurant changes the order after the Restaurant Order Proposal (ROP) has been approved and transmitted to the DC.

Why do we want to reduce Order Revisions?


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Order revisions cause inefficiencies and may increase labor at the DC. They are time consuming for the CSR and many times result in additional warehouse and transportation resources. More importantly, if you are calling Order Revisions into the DC, you are not using the ROP process as it has been designed. The ROP Planners have many tools at their disposal to analyze and troubleshoot your order. But they need to see your changes on the SCR Web. Making needed changes as you review the Order Proposal will give the Planners and ROP Central the information they need to help make your proposals more accurate.

What can the restaurant do to help?

• Thoroughly review every order. The goal is to have zero auto-confirmed orders.

• Make any necessary changes on the order prior to submitting to the DC

• Read all of the My Restaurant News messages on ROP Web and use the notes section if have questions about an item or need help from the DC.

• Reach out to the ROP Planners if you have specific item questions or concerns.

What can EARP do to help?

• Communicate the current Order Revision % of each restaurant and the Order Revision Goal to the Owner Operators

• Keep you informed of any known issues in the My Restaurant News section of the SCR Web.

Special Deliveries A ‘Special Delivery’ is defined as any delivery outside of a restaurant’s regular scheduled deliveries. Notify Customer Service of your special delivery request. There is a $100 charge for all special deliveries.


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ILS GUIDELINES (Happy Meal / Promotions)

What Is ILS?

Integrated Logistics System is a set of processes that are employed to manage promotional inventory through the McDonald’s Supply Chain.

ILS Guidelines for Success

1. Please do not start promotions early. Doing so impacts your allocations for the entire promotion and disqualifies you for a special delivery and buyback at the end of the promotion.

2. Please do not transfer ILS Product. If you do, be sure to return/replace that product so that you’re on hand inventory is not impacted.

3. Notify your CSR if you feel your allocation is too little or too much. We ask that you not change the quantity unless there are extenuating circumstances at your restaurant that we are not aware of, or if we can verify the dated we have is incorrect.

4. From time to time ask to review what your unit movement is tracking at. This will help insure your sales are polling correctly, will help alert us if there ‘s a problem and will give you peace of mind that everything is set up properly

5. Notify the DC, if they haven’t called you already, if you are going to break supply. Your CSR will either add toys to your next delivery or will set up a special delivery within 24 hours. Please make sure your restaurant has at least 1 day of safety stock on hand at ALL TIMES.

ILS Objectives:

• Even the run-out of promotional items at all ILS restaurants (target is +/- 3 days from average run-out day)

• Minimize breaks in supply at the restaurants (target is 99% in stock)

• Improve inventory turns at the restaurants (target is + 20% from pre-ILS levels)

How Are My Allocations Created? Allocations are created using Perpetual

Inventory: *Allocations are created using Perpetual Inventory: Beginning inventory -Product Mix +Purchases =Ending Inventory *What we know: usage;waste;promo;(Prod. Mix) purchases *What we don’t know: transfers in/transfers out *Use of Safety Stock *Restaurants will start out the Promotion with a little higher safety (2-3 days of extra product) *As the promotion starts winding down, safety stock is reduced to allow run-out of product in the +/- 4 day range

WHAT ROLE DOES THE RESTAURANT PLAY IN ILS?

1. Follow guidelines for ILS. 2. Start Promotions on time. 3. Please Key the correct menu # for boy (3935) and

girl (3936). 4. Notify DC on upcoming local store events

(Parades, .99 cent Happy Meals). 5. Provide CSR accurate on hand and unit movement

per day when requested. 6. Contact DC within 7 days of the end of the

promotion to request a buyback on unopened cases.

WHAT HAPPENS IF I START EARLY? If you start a promotion early this will throw off you’re

on hand inventory & will make your allocations incorrect for the entire promotion. If you do start the promotion early, please notify your CSR as soon as possible so we

can have your on hand inventory adjusted, thus correcting your allocations.


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Other Ordering Information Limited Supply Items / Promotional Food Events (PFEs) The DC may automatically ship or allow ROP to propose products to you that are intended to support national or local programs. These include:

1. New Food Items for PFEs 2. POP Kits 3. Fun Times (if your restaurant is enrolled in this program) 4. Promotional Trayliners 5. Themed Packaging

We are closely aligned to McDonald’s Regional Marketing, your local Advertising Agency and the regional Deployment team to ensure that all restaurants receive these products prior to the soft-sell and advertized start dates. Please do not refuse these shipments, and contact EARP Customer Service with questions.

We will review restaurant sales of PFEs throughout the promotion to manage the market run-out as well as reduce system-wide liability. We may occasionally increase or decrease your order to accomplish these goals, and will contact you to advise you that we have done so. Please make every effort to work with us on those occasions, and understand that we are making these changes based on your PMIX, product availability and days of supply.

Item Restrictions When reviewing your ROP proposal, if you identify any items that your restaurant does not use, please contact Customer Service so that the items can be permanently removed from your order template. Items that are a component of a McDonald’s Core Menu item cannot be restricted.

Purchases & ISP Maintenance Anytime your delivery invoice is manually changed or you are issued credit invoices follow your organizations procedures regarding the update to your ISP. Keeping your ISP up to date is critical to many systems in your restaurant, including the quality of your ROP proposal.


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Be Well Stocked

Be Well Stocked (BWS) is a McDonald’s global program and is supported by the DC. BWS is a backroom storage optimization and organization program of the Frozen, Refrigerated and Dry storage areas. It includes yellow BWS labels with WRIN numbers, English and Spanish descriptions and Peak Storage Quantities (PSQ).

a) Be Well Stocked is installed by the DC for a new or rebuilt restaurant. If you require a set of refresher labels contact the DC Customer Service to receive it. Labels are store specific based on product mix, PSQ data and requires minimum of two weeks to create.

b) Peak Storage Quantities on BWS labels denote the maximum number of cases a restaurant should need. It is not a build-to. PSQ is reviewed by the DC annually and if necessary, new labels will be sent to the restaurants.

c) Barcode / End Cap Binder was provided to every restaurant. It contains a set of Barcodes, End Cap creation materials and a CD-Rom. New Barcodes can be created for new items using the CD provided. The barcodes will be updated annually and uploaded to ROP under My Restaurant News. End Caps must be installed by the restaurant that has rolling Dry stockroom shelves using the materials and CD-Rom provided.

d) A DC Driver or DC Field Service will conduct a restaurant survey annually to determine BWS needs and provide assistance where needed.

Sustainability Survey Date:________________

_ Professional Driver Name:___________________________________________

ROUTE: ___________

Stop 1

STORE:

Dry Cooler Freezer Shelves labeled Y / N Y / N Y / N Shelves organized Y / N Y / N Y / N Product off of the floor Y / N Y / N Y / N End Cap Sheet Installed Y / N Does not apply Does not apply Stop 2

STORE:

Dry Cooler Freezer Shelves labeled Y / N Y / N Y / N Shelves organized Y / N Y / N Y / N Product off of the floor Y / N Y / N Y / N End Cap Sheet Installed Y / N Does not apply Does not apply


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Barcode Directory As part of the McDonald’s Be Well Stocked Global standards, the DC provids the restaurants with a WRIN Barcode Directory that can be used with the Info Recorder to provide an additional tool to assist with taking inventory.

What does the WRIN Barcode Directory include?

• Barcodes for Dry Food, Dry Paper, Refrigerated and Frozen WRINs • It is DC specific not co-op or store specific so there may be items that you don’t use. If there is

an item that you don’t use you can cross it off. Do not cross off items that you may use because you will not be able to use the barcode if it is crossed off.

• It does not include toys or operating supplies • For WRINs that phase in and out due to graphics changes it only includes the generic WRIN

What will my Distribution Center provide?

• One Barcode Directory binder • Annually the DC will update the barcode directory and upload it to ROP under “My Restaurant

News”. We will also place it on our website, www.earpdistribution.com, under the “Helpful Resources” tab.

• For items that are nationally launched within the year, the DC will send page of corresponding barcodes along with Be Well Stocked labels

How do I generate additional barcodes?

If the restaurant would like to generate barcodes in addition to what is provided by the DC, the following directions can be used along with the barcode generator application which was provided on the CD in the binder.

1. Double-click on the EZBCGenerator.exe file. Make sure it is saved to your local drive before you open it.

2. Make sure Code 39 , Optimize for Printing, and Add Label are checked

http://www.earpdistribution.com/�


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3. Enter the 8-digit WRIN into the Data Input Field. For example, 6017 would be 00006017. 4. Click the Copy to Clipboard button 5. Paste the barcode into a Word or Excel file (to paste either type Control-V or right-click and

select paste)

Rolling Rack End Caps As part of the Be Well Stocked program, each restaurant received a Barcode Directory and End Cap Binder. In this binder there were instructions on how to create and install End Caps. These End Caps will provide your store with additional organization and allow the crew to locate items easily. The CD to create the End Caps, Plastic Sleeves for the End Caps, and Zip ties were all provided with the biner. If you store needs any replacements for these items please contact the DC. We have included the instructions below as well.

Rolling Rack End Cap Creation Instructions The following steps will guide you through creating an end cap for each of your dry racks that displays the product groups located on that rack and arrows to show which side of the rack to pull from.

1) Save the Excel file located on the CD provided in this binder named Rolling Rack End Cap Template to your computer.

2) In your dry storage area, make a note of the product categories on each rolling rack that can be referred to when building each end cap.

3) To begin building your first end cap, select the appropriate product classification spreadsheet tab from the selections of “Food”, “Beverage”, “Food Containers”, Beverage Containers”, or “Miscellaneous”. These tabs are located at the bottom of the page.


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4) From the list that appears, select the appropriate product category by right-clicking on it. From the drop down menu that appears, select “Copy”.

5) Using the spreadsheet tabs at the bottom of the page again, select “MyRack1”. Right-click on a

large empty cell. Select “Paste” from the drop down menu that appears.


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6) Returning to one of the product classifications spreadsheets, select either the left or right pointing arrows by right-clicking it and selecting “Copy” from the drop down menu that appears. The arrow will be used to designate which side of the rack someone should enter in order to select that product group. Choose the appropriate arrow.

7) On the “MyRack1” sheet where you just pasted the product category, right-click the cell on the appropriate side of the category name and select “Paste” from the drop down menu that appears.


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8) Repeat steps 4 through 7 to complete the end cap for your first rack, adding all product categories found on the rack with the appropriate arrow for each product group.

9) Use the blank templates to create an end cap for each of your dry storage racks. Print the end caps you create to be posted on your racks. Saving your work before closing the Excel file will allow you to edit them in the future if needed.

10) See a printed example on the following page.


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Rolling Rack End Cap Installation Instructions

1) Insert restaurant generated end cap sheet into the vinyl protective sheet provided in this binder

2) Attach protective sheet to corresponding rolling rack using zip ties provided in this binder.

3) To ensure that the end caps do not get torn off, install the end cap high enough on the rolling rack so that it is out of the travel path.


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Product Handling and Storage By the time products are delivered to your restaurant’s back door, they have gone through numerous quality checks to meet McDonald’s high quality standards. Proper storage and stacking in your restaurant are also important to maintain the highest quality of the product. Proper stacking and good organization help reduce inventory errors, help guarantee first-in first-out rotation, reduce waste and speed up the delivery process. Cold Chain Management McDonald’s goes to great lengths to assure that the quality and safety of products produced for the restaurants meet their standards and specifications.

Equally important is the warehousing and transportation of these products from supplier facilities to distribution centers (including distribution centers, transport hubs, cross-dock operations and satellite warehouses), and then from these facilities out to the individual restaurants. Cold chain integrity, product handling and product security are key concerns and critical measures in assuring products reach our restaurants and ultimately our customers, as designed.

Proper Temperatures

Proper temperatures must be maintained at all times:

1) Freezer: -10 to 0 degrees 2) Cooler: 34 to 40 degrees 3) Stockroom: 50 to 80 degrees

Airflow In each temperature zone, there are guidelines for insuring proper air flow:

1) Freezer: maintain 2” from the wall, 1” between stacks, 12” from the ceiling, and 6” from the floor. A distance of 12” must be maintained from all sides of the evaporator.

2) Cooler: maintain 2” from the wall, 1” between stacks, 12” from the ceiling, and 6” from the floor

3) Stockroom: maintain all product 6” from the floor, on shelves or platforms, and 12” from the ceiling. If your restaurant has a sprinkler system because of fire code, check with local sources to determine required distance to maintain.


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Storage

Storage guidelines for each temperature zone are: 1) Freezer:

a. Use proper rotation b. Stack cases upright c. Don’t stack higher than recommended guidelines (see Pocket Quality Reference

Guide) d. Keep temperature sensitive items such as pies as far from the door and evaporator

as possible. 2) Cooler:

a. Check code dates daily b. Use proper rotation c. Store opened product in covered containers or in sealed bags

3) Stockroom: a. Use proper rotation and observe use thru dates b. Keep product away from any heat generators such as condensers, refrigeration

equipment, heating supply ducts, or overhead plumbing. c. Avoid blocking HVAC supply vents and light fixtures d. Store heavy items on the lower shelves, and lighter items on the higher shelves e. Store cleaning supplies separately from food and paper items. Keep cleaning

products in designated containers.

Equipment

All equipment needs to be checked regularly to ensure it is working properly: 1) A proper functioning pyrometer must be on hand and used daily to check product

temperatures 2) A thermometer should be placed inside each refrigerated storage zone in addition to any

external readout devices. This will enable more frequent checks 3) Doors need to close properly 4) Door gaskets need to be intact and seal all the way around the door 5) There should be no ice buildup on the evaporator coils, and the coils should be clean 6) If applicable, freezer defrost cycles should be set appropriately 7) All evaporators fans are operating properly 8) Condenser coils are clean and not blocked 9) No ice buildup on the condenser, floor or ceiling 10) All lighting is working—replace any burnt out bulbs immediately 11) Strip curtains need to be in use, in good condition, and not draped over shelving 12) Heat strips need to be in good working order 13) Don’t store product close to CO2 detection devices or freezer/cooler escape handles.


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Product Claim Requests Because the McDonald’s Supply Chain has many checks and balances in place and goes to great lengths to protect the quality of the product you serve, it is important that restaurant handling procedures are evaluated prior to notifying the DC that you have a product concern. Use the following checklist to determine if the quality issue is outside the control of the restaurant: Check the delivery date vs. the use-thru date – did you receive it with adequate shelf life? Review the number of cases ordered vs. what was used - was the product over ordered? Review the description of the problem – was the temperature maintained? Restaurants are requested to call in product concerns as soon as the product opportunity is identified. Please provide the DC with the following information: Wrin Number Item Description Quantity of item credit request (i.e.1 case, 2 bags, etc) Date product was delivered, and the invoice # Use thru date that is stamped on the packaging/corrugation. (All requests must be called in before the end of day of the use thru date to be considered for credit) Product codes / production code: this will often appear as a series of numbers and or letters. Description of the problem: EX: brown lettuce. Restaurants are asked to keep the product until the vendor issues the credit and you are instructed to discard by the DC QA team. In some cases the vendor will come to your restaurant for the sample and in other cases the DC will be asked to pick up your sample on a normal scheduled delivery. Vendors could possibly contact the restaurant manager for further information on the product being requested for credit either by a face to face visit or phone call. Credits will be issued by the DC once the vendor has provided us with the authorization for your request. In most cases this is received in (7) days.


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Stock Recoveries When McDonalds Supply Chain identifies a problem with one of their products they issue statements to all the Distribution Centers and Manufacturers of the product across the US. It is critical that all product in question that has been identified within the supply chain is accounted for. This includes product remaining at the manufacturer, product in transit to the DC, product in the DC inventory, product that is in transit to a restaurant and product that has been delivered to your restaurant. Supply Chain codes the Stock Recovery by Plan A, B, C or D. Plan A is the most critical and product in these plans cannot be served to the consumer and must be returned to the DC. The DC is given 1 hour to contact the restaurants that they service to convey the stock recovery message, & (2) hours to confirm cases in the restaurants inventory and determine if a special delivery will be necessary to replace the product. Confirmation of the total cases of product identified at the restaurants and the DC must be reported to Supply Chain. Listed below is a sample of the communication that the DC receives from Supply Chain. This message is expected to be communicated to the restaurants either by live phone calls or through an automated message system. If you receive an automated message from the DC please do not hang up, listen carefully and follow the automated instructions. EX: CHICKEN MCNUGGETS PLAN A STOCK RECOVERY Date

DC Company, Location has been advised of a Plan A Stock Recovery on Chicken McNuggets (WRIN# 407378).

Effective immediately, Chicken McNuggets with the following Use Thru date should not be used.

Date

Supplier has advised us that it does not meet McDonald’s standards and should not be served.

Please check your existing inventory on this product and let me know how many cases you currently have. (A response from the restaurant is expected at the time of the call).

Please set this product aside and mark “Do Not Use”. This product will be picked up by your DC driver on your next scheduled delivery and credit will be issued.

If these code dates are the only product in your store, please discontinue selling until replacement product arrives.


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Communication

It is important to us that there is a good communication flow between the distribution center and the restaurants. We have several standard methods of communicating information in addition to our Customer Service Representatives being available to answer your questions when you call the DC. These standard methods include the following:

I. ROP Messages ROP messages under “My Restaurant News” will contain information related to your order and could also include important messages from the DC regarding current updates, events or reminders.

II. Automated Calls The DC uses an automated call system to notify you of important information. When you receive these calls please do not hang up. You may receive an automated call for the following reasons:

• Stock Recoveries • Important DC Announcements

o Weather events o DC Technology events o New product rollout information

III. Customer Satisfaction Survey Why: Once per year the DC will send a Customer Satisfaction Survey to every restaurant. The purpose is to understand how we are doing with service and use the results to improve. The results of the survey tell us where our gaps are between satisfaction and importance. We then develop action plans for the areas with the largest gap to make improvements in our service. When: August 1st – October 1st. A high response rate is critical to receive statistically relevant data How: Your Distribution Center driver will deliver the survey to you with a postage-paid return envelope. Please complete the survey as soon as you get it and put it in the mail. The surveys are sent to a company called Universal Survey Research where results are compiled and a report of the overall results is sent to the distribution center. What: Here is a sample of what the survey looks like. Thank You: For taking the time to give us your valuable feedback!


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IV. Newsletters and Weekly Emails The DC will send the restaurants and operators a newsletter on a quarterly basis. We also will send out a weekly update (See Sample) to keep you informed of the following types of information:

• Upcoming promotional information • New Product Information • Product Phase In & Outs • Happy Meal Update • Monthly ROP Tips • Restaurant Offload Rate and Order Revision statistics • General Distribution Center Updates, Events and Reminders • DC Contact Information


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