SOC - Router

Announced / Unannounced
Router's Name :__________________ Signature_________________
Evaluator's Name :__________________ Signature_________________
Store Name :__________________ Date _________________
Score ____/ ____ = _______% Rescheduled Date:_________

PREPARATION
Tap water, 20 sec, using anti bacterial soap, up to elbows. Handwashes before starting shift, between stations in the store, every 2
Wash Hands hrs or as required
Check People Enough riders for the shift with maintained, fuelled bikes, maps and licenses.
Check Equipment & Check area map, helmets availability, enough delivery bags, enough change, drinks in visi cooler , delivery screen. Enough napkins,
Stock ketchups for shift. Current box toppers available. All of these are organised.10 minutes drive time / map outlined. Map has street
index.
UNIFORM / IMAGE
Uniform Parts Shoes / socks/ cap / name badge / pants / shirt / belt / apron within standards. All in good condition, washed and pressed. No
uniform violations.
Grooming Standards Hair (incl. Facial), jewelry, make up, nails, personal hygiene all within standards. Any cuts plastered and covered with a glove. No
eating, drinking, smoking, chewing tobacco in uniform. Always smiles.
DUTIES
Delivery Bags Kept organised throughout shift, only clean / correct ones used. No delivery will go without delivery bag.
Accurate Orders
Ensures accurate dispatching, not missing any side orders. Makes sure all side orders & correct wraps/biryanis are grouped
together, along with ketchup & tissues (ensures beverage is dispatched & is cold with every order). Also follows perfect wrap chart.
Correct Packaging Correctly places all wraps/ biryanis and side orders into delivery bag in a manner that maintains product quality.
(eg. Boxes are not damaged,Biryani at the bottom & wraps on the top, packaging hot and cold items separately).
Answers HTA Acknowledges rider out & delivery times e.g. " Drive safe" & " Good job", as well as load times in store. Identifies
bottlenecks and takes corrective actions. Takes action if out the door times are too high. Gives feedback to the CSR about high
delivery time
Multi Runs NO Three orders at a time, all multi-runs judged to be reasonable as per stores guidelines, follows the multi-run policy.
Door Hanging Ensures right and left doorhanging with each order
Policies Monitores Single run,OTD time and Delivery times. Communicates the same to the CSR and the manager.
Communication Skills Communicates well with both cooks & riders at a time.
Hustle Ensures rider spend no more than 60 seconds in the store when orders are waiting, encourages HTA hustle
From the bike to the store and the store to the bike displays safe hustle always.
Delivery screen Consistently checks riders productivity through the estimated return times. Ensures that riders take orders ASAP when an
order is up. Monitors which rider should take the next delivery. Ensures that riders are punching their orders.
Team Work Helps out with other jobs eg. Cleaning in slow times and helps with the other job functions as required/trained. Works
well with others.
Safety & Security Does not run instore, checks drivers floats (randomly 3 per night) for excess money. Ensures that all riders are making cash drop.
Follows up on Safe Driving and vehicle inspections.
OPPORTUNITIES, GOALS & COMMENTS
Street Knowledge Can show you how to get to 5 streets chosen by the evaluator (on map) and can name all suburbs/colonies and their
direction in relation to the store.
Route Planning Demonstrates effective route planning for riders. Has knowledge of major routes, problem streets (congested/roadwork etc),
alternate routes, exclusion areas, apartment complexes etc. Demonstrates effective map use.
Computer
Knowledge Can accurately read box labels & identify various sections (customer's, phone number, street name, address, wrap/biryni type,
quantity of each item, special instruction, order number, time order was taken, & total sales amount). Knows codes for all riders. Can
use delivery node to monitor riders and clock orders in and out.
OPPORTUNITIES, GOALS & COMMENTS
Team Training Has completed riders module of team training
Module set last SOC_______________ Module Set this SOC ________________
Comments

SOC-DPIL Sep 2002

 SOC - Wrap Making
Announced / Unannounced
Wrapmaker's Name :__________________ Signature______________
Evaluator's Name :__________________ Signature______________
Store Name :__________________ Date ______________
Score ____/ ____ = _______% Rescheduled Date:__________

PREPARATION
Wash Hands water, 20 sec, using anti bacterial soap, up to elbows. Handwashes before starting shift, between stations in the store, between veg and
non veg, every 2 hrs or as required.
Check Stock Check Stock status, all bins to be filled with enough stock to last 2 hours, enough PRP for Onions,cucumber and tomato. Enough
paraths pulled out at room temperature. Correct amount of PRP complete & expiry stickers posted.
Check Equipment Ensures temperature of Makeline & Oven is as per specifications. Makeline monitor & Wrap weight machine working. Portion chart
posted. Perfect 10 Wrap poster up (1 to 5)
UNIFORM / IMAGE
Uniform Parts Shoes / socks/ cap / name badge / pants / shirt / belt / apron within standards. All in good condition, washed and pressed. No uniform
violations.
Grooming Standard Hair (incl. Facial), jewelry, make up, nails, personal hygiene all within standards. Any cuts plastered and covered with a glove. No
eating, drinking, smoking, chewing tobacco in uniform. Always smiles.
Sanitation Make line bins and bain marie clean and sanitized every 4 hrs. Weighing machines sanitised. Cleans and sanitises spoodles a
minimum of every 2 hours. Wash hands before making wraps/
DUTIES
Storing Parathas Ensures Parathas are store in Air tight containers
Bake Makes sure Paratha is Golden brown from the outside and cooked well from the inside.No burnt edges.
Portioning Correct portions of filling using following correct portioning techniques to minimise wastage. Ensures to follow bite Integrity. All sauces or
Mayo are put from top to bottom to maintain bite integrity.
Sanctity Ensures veg and Non-veg wraps are made separately with no chances of mixing
Grip Test Can tell in the first instance by look and picking up with ladle the right portioning.Check skills for veg,nonveg
fillings,Mayo,Onions,Cucumber and Tomato.
Quality Check Performs a final quality check before giving the product to a router
Communication Skills Acknowledges HTA & Wrap rating, and communicates well with both team members & management at all times
Clean As You Go Make line, floors, tiles & general area kept clean on a regular basis. Follows the practice of "Clean as you go"
Load Times / HTA Consistently calls out load times when order is ready. Average load time should be 2-3 minutes, 5+ is poor performance. Acknowledges
quality feedback from router and acknowledges other team members calling out HTA times.
Hustle Safely saves time in all areas. Hustles at all times, without compromising quality. Is motivated and shows enthusiasm.
Ensures FIFO of all fillings and proper date coding practices are followed. Does not cross contaminate ingredients when re-filling
Food Safety makeline bins. Follows 4 hour rule, monitors food in makeline is at the correct temperature, reports sub standard food.
Team Work Helps out with other jobs e.g. cleaning, in slow times and helps with other job functions if required. Works well with others.
Ensures optimum wastage during the shift. Knows and understands the action plan for the wastage. Also knows MTD wastages in
Monitoring Wastage percentage and Rupee figure. Knows top and bottom 5 contributers in wastages.

Safety & Security Does not run in store, cleans spills on floor immediately. Knows what a Material Safety Data Sheet is & where its kept.
TRAINING & KNOWLEDGE
NTO & TSG Has attended New Team member Orientation & understands Total Satisfaction Guarantee
Product Knowledge Knows portion chart (test 5 wraps), shelf life and identify fillings.

Computers Understands the use of makeline monitor and codes used. Understands the sections of the makeline monitor (order number, base type,
filling, topping, biryani, curry, load times, special instructions). Understands type of order(Delivery, dine in, carry out, pick up).
FIFO Uses First In First Out. Can correctly date products using Received, Opened uses shelf life guide.
OPPORTUNITIES, GOALS & COMMENTS
Team Training Has completed and passed the team training module of Wrapmaking.
Module set last SOC ____________________ Module set this SOC ____________________
Speed Challenge One wrap making time (start to end) - Current __________ Next Target___________
Comments

SOC-DPIL Sep 2002

 SOC - CUSTOMER SERVICE RESPRESENTATIVE
Announced / Unannounced
CSR's Name :_________________ Signature________________________
Evaluator's Name:_________________ Signature________________________
Store Name :_________________ Date ________________________
Score / = _______% Rescheduled Date:_______________

PREPARATION
Wash Hands Tap water, 20 sec, using anti bacterial soap, up to elbows, Handwashes before starting shift, between stations
in the store, every 2 hrs or as required.
Check Stock Menus & Napkins available. Counter stocked with ketchups & tissue paper for customers. Enough change available.
Check Equipment All phones working (checked), monitors & keypads working. Pens, stationary & calculators.
store's numbers, current specials, computer codes, discount coupon & delivery area map available.
UNIFORM / IMAGE
Uniform Parts
uniform violations.

Hair (incl. Facial), jewelry, make up, nails, personal hygiene all within standards. No eating, drinking, smoking or chewing tobacco in
uniform. Always smile
Grooming Standards
DUTIES
Sounds like there is a "smile" in their voice. Friendly greeting which must include Faasos & their name (Take-Away) / current script @
Smile & Greet 3 words/sec and with pause between each sentence (On phone). Answers phone in One ring.
Specials Follows TOP-DOWN selling i:e informs customers of the correct promotions in the correct order using exact script, worded correctly
to explain the specials running.
Takes the Customer's phone number, name & address plus extra details to help with finding address (eg. Land marks). Always takes
Customer Details address first.
Customers Order Listens carefully, guides customer to choosing the correct meal. Asks which filling, base, extra topping drink and dessert they like.
Always confirms address with customer.
Suggestive Sell
Helps customer choose a complete meal by suggesting additional products, whole wheat base, prices or special deals. Stops after
2nd no. Suggests in a friendly manner rather than hard selling. Is aware of BPO, redemption and daily upsell target.
Repeat Order CSR carefully reads back the complete order for the customer to check including sauce, base type & drink.
Inform Customer Informs the customer of the total price, estimated time of Delivery or Take Away. Estimated time is accurate with store's
current service times. Quotes exact delivery times, (e.g. Mr. Sharma, your order will be with you by 11:28 am)
Parting Remark Must say "Thank you for ordering at Faasos, enjoy your meal"
Hold Does not put customers on hold where possible, or leave the customer area unattended. Can politely place a customer
on hold- waits for approval before putting them on hold. Can handle multiple phones & describe hold procedure.
Phone Manner Speaks with a pleasant, friendly, unhurried tone at all times. Does not rush the customer. Has clear, audible, understandable speech.
Can take orders efficiently. Sounds enthusiastic and friendly.
Customer Concerns Resolves customer concerns efficiently.
Communication Skills Acknowledges HTA, and communicates well with both team members & management at all times
Team Work Helps out with other jobs eg. cleaning in slow times and helps with the other job functions as required/trained. Works well
with other staff.
Clean As You Go Practices clean as you go, keeps customer and work area neat & tidy.
Hustle Answers phone after the 1st ring. Hustles safely to the phone. Hustles safely in store.
Safety/Security
Does not run in store. Cleans spills on floor immediately. Informs if gas smell or any electrical suspecious thing happens in store.
TRAINING & KNOWLEDGE
Indusction & orientatioHas attended New Team Member Orientation. Can describe the order taking procedure & other abrivations.
Product Knowledge Can confidently describe the description, taste, spice level & ingredients
Area Knowledge Is aware of the delivery suburbs/complexes that we deliver to & identifies when a delivery is "out of the area".
Computer Usage Has knowledge of all codes used. Can enter orders into the computer efficiently. Can use various functions of the computer.
Call Backs Can complete a customer call back, document responses and respond appropriately to negative feedback. Has completed required
number of call backs for a week. Knows atleast 10 regular customers by name and their order preferences.
Price Knowledge Knows the current specials on offer and can describe the pricing structure.
OPPORTUNITIES, GOALS & COMMENTS
Team Training Has completed the Team Training module of CSR,
Module set last SOC________________ Module set this SOC ___________________
Hot Shots Challenge CSR challenge %- Current ___________________ Next Target _____________________
Comments

SOC-DPIL Sep 2002

 SOC - Delivery

PREPARATION
Wash Hands

Check Stock
Check Equipment
UNIFORM / IMAGE
Uniform Parts

Grooming
Standards
DUTIES - IN THE STORE
Checks Change
Uses HTA
Drops Cash
Team Work

New Customer
Check Out
DUTIES - ON THE ROAD
Drives Safely

DUTIES - AT THE DOOR (can be done with a role play or by doing a customer call-back)
Greeting
Checks Name &
States Time
Small Talk
Checks Order
Presents Order

Payment
Thanks Customer
Communication
Skills
Hustles

SOC-DPIL Sep 2002 Page 4

Safety/Security

SOC-DPIL Sep 2002 Page 5

 SOC - Delivery
Announced / Unannounced
SDP's Name :__________________ Signature ______________
Evaluator's Name :__________________ Signature ______________
Store Name :__________________ Date ______________
Score ____/ ____ = _______% Rescheduled Date:_________

Tap water, 20 sec, with anti bacterial soap, up to elbows. Handwashes before starting shift, between stations
in the store, every 2 hours or as required.
Area map, petrol, cash float. Extra menus, napkins, ketchups, licence, bike's Registration paper and Insurance, Pollution under control
certificate.
100% achieved in vehicle inspection overleaf.

Shoes / cap / name badge / pants / shirt / belt / smile / pen within standards. All in good condition, washed & pressed.
Checks condition of helmet. No uniform violations.Must wear an inexpensive watch on delivery, that matches the
store's computer time.
Hair (incl. Facial), jewelry, make up, nails, personal hygiene all within standards. No eating, drinking, smoking or chewing
tobacco in uniform. Always smiles.

Makes sure that he is carrying between Rs. 400 to 500/- in total. Includes personal money. Has enough change for customer.
Calls out the out the door time clearly. Checks for side orders and calls them out. Calls Out The Door time & In time after returning from
delivery. Punches out order prior to leaving the store for delivery and after returning from delivery
Immediately places excess cash into his "Drop Box" when returning to the store after every delivery/shift ends.
Helps out with other jobs eg. cleaning in slow times. Helps with other job functions as required/trained. Works well
with others.
Calls up the new customer prior to leaving for the delivery
Follows correct shift check out procedure, including driver sheet, bike copies, fuel amount, milage & logsdown bike faults. Deposits keys &
helmet.

Drives cautiously & sensibly, goes with caution, obeys all laws, adjusts to conditions and lives with life savers.
Obeys 40km/h speed limit. Ensures helmet is strapped on securely. Indicates atleast 10 meters before turning.
OR (can be done with a role play or by doing a customer call-back)
Smiles. Follows script (allowing for personality)
Checks the customer's surname (eg. "is this Mr. Sharma's"). Mentions the delivery time to the customer
(eg. Here is you’re your perfect hot & fresh wraps delivered in just 15 minutes).
Makes polite conversation with the customer, compliments the customer or updates the customer on new products/promotions/ coupons.
Ensures service is personalised and enthusiastic.
Carefully reads back exact order from label, including base type of wraps, biryani, side orders, special instructions ordered etc.
Gives the customer their complete order. Hotbag stays in arms, never on ground or between legs. Checks for extra
ketchups if required.
DB politely asks for payment, receives money and collects (appropriate) coupons and announces the amount and counts back change.
Gives correct change. DB never waits for a tip! If one is offered accept it gracefully with a "Thank you".
Always thanks the customer for choosing Faasos and adds a pleasant parting remark. Asks for feedback.

Acknowledges HTA, and communicates well with customers, team members & management at all times. Communicates cheerfully &
naturally.
Hustles safely to the bike, the house and the store at all times. Safely saves time where ever possible.

SOC-DPIL Sep 2002 Page 6

Does not run in store, checks store upon return for suspicious persons. Is very careful around customers driveways.
Never makes a delivery if suspicious. Never enters customer's house. Checks for suspicious people entering the store.

SOC-DPIL Sep 2002 Page 7