Imaging

Re-Imaging Workbook

Introduction
Welcome to your Re-Imaging workbook. The information inside this document has been designed to help you and your management team understand the important activities you will be responsible for completing pre, during and post Re-Image. The workbook will help you deliver an outstanding customer experience, guiding you through the entire Re-Imaging process. A pre-works meeting will take place prior to your Re-Image. The meeting should be attended by the Business Manager, Project Manager and the contractor associated with the project. The main purpose of the meeting is to allow the project team to take you through the process of the Re-Image in its entirety and to give you the opportunity to ask any questions you may have. A schedule of works will be presented to you by the Project Manager, who will in turn make you aware of all potential closure/part-closure dates for your restaurant. We will endeavour to ensure the schedule of works is adhered to and completed within the agreed timescale wherever possible. We would however point out that due to circumstances beyond our control this may not always be possible, but we will keep you informed of any changes as and when necessary. Your restaurant closure period provides you with an ideal opportunity to consider other outstanding planned maintenance works you may wish to complete eg building works to the kitchen/back up areas, or equipment maintenance. All such intended works must be authorised by your operations hierarchy first and discussed with the Project Manager before any such works are organised. The appointed contractor will not in any way be responsible for any such works and at no time should be approached to complete them. The contractor will work under the supervision of the Project Manager at all times. All staff appointed by the contractor have been trained in specific McDonalds health and safety procedures and have been briefed on how to conduct themselves within our restaurants. All Shift Managers should be aware of the Contractors Safety Guide contained in the Health & Safety Manual and available on the Intranet.

Communication Escalation Route

Throughout your restaurant Re-Image there may be occasions when you or a member of your team will need to ask a question or raise a concern due to the nature of the works being carried out. This may involve a Health & Safety or Food Safety issue or a query relating the schedule of works. In such circumstances, follow the communication escalation route detailed below.

Issue with Re-Image

Contact your Site Manager

Contact your Project Manager

Inform your Consultant or Franchisee

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Contacts
Communications
Communications Consultancy Desk 020 8271 4421

Construction (Please fill in the details of your Project Manager in the space below) Information Technology
Odema John Gurudas Restaurant Support Analyst 0870 428 0876 07725 445 358 0844 736 3610 Call your Hygiene & Safety Advisor or 020 8700 7574 0870 241 3300 020 8700 7859 Service Assistant Security Support Service Manager 020 8700 7669 020 8700 7621

Human Resources
Helpline

Hygiene and Safety

Office hours Out of hours

Marketing
Marketing Helpline

Restaurant Services
Kieren Mitchell

Security
Robbie Hawes

How to Use the Workbook

The upcoming Re-Image of your restaurant is a great opportunity for you to showcase all that is good about McDonalds. It will allow you to review and update many of your current operating systems, which will ensure that all your customers receive enhanced levels of Quality, Service, Cleanliness and Value.

The purpose of this workbook is to:

To ensure only the highest standards are maintained operationally and that all legal and safety procedures are adhered to To establish a structured step-by-step approach to your Re-Image throughout your project completion To help communicate effectively to our crew, management teams and customers at all times To ensure you have a complete understanding of what your role is and what resources are available to you To provide the tools and resources you need pre, during and post Re-Image to ensure a smooth operation at all times This workbook is divided into 3 sections: Pre Re-Image During Re-Image Post Re-Image Each week has a diary page that details key tasks to complete during that week. Each task has detailed information on how best to tackle the task and the resources you have available to you to successfully complete the task. Throughout the process, it is important that you communicate progress with everybody in your restaurant, along with relevant information to your customers. With that in mind it is recommended that you use MAP days and weekly Managers meetings to update and involve your team. You should now be in a position to approach your upcoming Re-Image with the confidence and tools to ensure a smooth programme of events, leading to a successful re-open delivering outstanding levels of QSC&V in a fresh new environment.

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8 Weeks To Go
MaRkETInG TaSk: Review the Marketing Guide sent to your restaurant WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION:

Week Beginning:

REVIEWED BY BM: DEvEloPMEnT

TaSk: agree any additional M&R/equipment works you wish to complete with your Consultant or Franchisee and communicate these works to the Project Manager WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Communicate the planned Re-Image to all staff WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Complete a Training audit and action Plan WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Review the RoIP action Plan with the aim of completing tasks prior to re-open WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Contact Restaurant Services informing them of closure/part closure dates WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION:
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Review the Marketing Guide sent to your restaurant mcOpCo Restaurants Only:
Review the Marketing Guide that you have been sent in the post. This guide details all the key marketing points and showcases the standard package that all McOpCo restaurants will receive automatically. All marketing tactics are store chargeable and you should allow for the cost of this kit on the promo line of your P&L (costs are included in your Marketing Guide).

Franchised Restaurants Only:

You will receive the Marketing Guide in the post; you should review this and discuss the tactics with your Franchisee (who will have also received a copy of the Marketing Guide). Once you have decided which tactics are most suitable for your restaurant, you or your Franchisee should email your order direct to the Marketing Helpdesk. You can decide to have alternative tactics if you feel they would be more appropriate for your customers and a member of the Marketing team would be happy to advise you. If you have any questions please contact the Marketing Helpline on 020 8700 7859. It may be useful speaking to nearby restaurants that have recently experienced a Re-Image in order to review the effectiveness of tactics that they implemented. Additional things to consider:

Do you have any existing outdoor signage for your restaurant? For example:
BT phone kiosks Directional bus shelters (6 sheet on the side of a bus shelter or wall) Signs at the entrance to your Retail Park Flags or drop banners on the front of your restaurant or within your car park If so, please notify the Marketing Helpline and we can ensure that they will be updated in line with your forthcoming Re-Image. Would you benefit from either a directional BT phone kiosk or local bus shelter sign to promote your upcoming changes. If so, please contact the Marketing Helpline on 020 8700 7859. Note: Please allow as much time as possible when booking sites, as availability can be limited. DEvEloPMEnT

Agree any additional M&R/equipment works you wish to complete with your Consultant or Franchisee and communicate these works to the Project Manager
The closure/part closure of your restaurant, may provide you with an ideal opportunity to review any outstanding M&R works you need to complete. In such cases, you must consult with your operations hierarchy in the first instance and agree the scope of works to be undertaken. The Project Manager assigned to your Re-Image, must be informed of these works as soon as possible and will discuss your plans with you. Under no circumstances should the contractor completing your Re-Image be asked to undertake additional M&R works outside of the Re-Imaging programme. Discuss any potential Capex or Planned Maintenance works with your Operations Hierarchy. Your Operations Hierarchy will liaise with Restaurant Services.

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PEoPlE

Communicate the planned Re-Image to all staff

This will ensure that all staff are aware of what is going to happen over the coming weeks. It will also allow you to let staff email/speak with the BM with any questions/concerns they have well in advance of the closure of the restaurant. It may sound obvious that you need to communicate the Re-Image to your staff, however this is fundamental to the success and smooth running of the process. There are different channels that you can use to communicate to your staff, such as McTime, notice boards and meetings. The Re-Imaging will affect the general running of the restaurant and therefore will have a knock-on effect for your sales, scheduling and in turn your employees. In order to minimise confusion and disruption for your staff and to create enthusiasm about the changes, keeping your staff informed at all times is crucial.

mcTime

There may be the need to make short-term schedule changes and you should therefore have your McTime contact information up-to-date. This is an easy, quick and inexpensive way of communicating to your staff on a regular basis. You can email them directly, post updates on the Restaurant Page or write articles for the forum. A ready made Re-Image communication is included in your workbook, and taking actual photographs and attaching to regular updates will allow the staff to become familiar with the transformation of the restaurant. Keep the staff up-to-date with when their schedule will be available to view in McTime and ensure you continue to remind your staff to view their schedules online, particularly during the Re-Image. Remember, you can send text messages to individuals, teams or the whole restaurant a simple and inexpensive way to communicate effectively. Again it is important that you utilise all the tools at your disposal in order to keep staff up-to-date with all developments.

notice Boards

Ensure that you advertise the planned Re-Image on the notice boards. This can include posters inviting employees to Crew and Managers meetings.

meetings

We suggest you hold a Managers meeting to openly discuss the plans, and the importance of the communication and teamwork that will be required over the next few weeks. You can use this opportunity to delegate responsibilities to the Managers, such as collating new posters, etc. It would be a good idea to plan a Crew meeting, which should be advertised as soon as possible, allowing all staff to attend. The meeting should be scheduled for 4 weeks prior to the Re-Image. This potentially may result in further one-to-one consultations after the meeting. It is imperative that you discuss scheduling during the Re-Image and look to review any available courses, holidays and possible transfers during partial closures, if applicable.

Complete a Training Audit and Action Plan.

As a starting point, you should complete a full Training Audit now to gauge your current position. The key points to cover on this audit are to: Ensure all Crew and Management files are checked Check that all current training materials are available flyers, SOCs and stars Review all CDP systems and communication Produce a SMART Action Plan with timelines set through to the end of your Re-Image (a Training Action Plan template can be found in the Appendices) Training audit completion guidelines can be found on the Intranet in Training and Development>CDP>CDP Managers Guide>Assessment Completion Guidelines. oPERaTIonS

Review the ROIP Action Plan with the aim of completing tasks prior to re-open

Now is a great opportunity to review your ROIP action plan to ensure that all actions have been implemented and objectives achieved according to the timelines agreed.

Contact Restaurant Services informing them of closure/part closure dates

Email the Restaurant Services Helpdesk with the closure/part closure dates.

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7 Weeks To Go
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Week Beginning:

TaSk: Franchised restaurants only: Consider the tactics most appropriate for your restaurant and contact the Marketing Helpline (020 8700 7859) to place your order WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: CoMMUnICaTIonS TaSk: Plan your external communication activity WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Check CDP material in stock and order more if necessary WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Complete Managers Schedule for the next 5 weeks WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Review Staffing For Growth (SFG) and hiring needs for the restaurant, incorporating the use of oRS WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

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Franchised restaurants only: You should consider the tactics most appropriate for your restaurant and contact the Marketing Helpline (020 8700 7859) to place your order
Discuss the appropriate tactics and costs with your Franchisee and choose the ones you wish to proceed with. Once you have decided which tactics are most suitable for your restaurant you should email your order directly to the Marketing Helpdesk. If you have any questions please contact the Marketing Helpline on 0208 700 7859. CoMMUnICaTIonS

Plan your external communication activity

Your Re-Image will give your restaurant a fresh, bold new look signifying the broader changes at McDonalds. You can choose to communicate this message to your local community through the media. Because your Re-Image is essentially commercial news, it is not always possible (indeed, sometimes unlikely) that you will be able to secure comprehensive, free editorial coverage of your Re-Image. You should consider the following options: (a) Paid-for commercial coverage to provide exciting, vibrant communication of the changes at McDonalds this option is highly recommended and has a proven track-record of success across a number of Franchisees. (b) In some cases we can make use of your existing media relationships and place more general, non-commercial stories about your restaurant on a small local scale. This option is particularly suited to Brand Ambassadors (selected Franchisees) or those with strong existing media relationships. To discuss these options, please speak to the Communications Consultancy Desk 020 8271 4421 or email Communications Consultancy Desk (Cconsultancydesk@uk.mcd.com PEoPlE

Check CDP material in stock and order more if necessary

No doubt since deployment of the CDP, some of your training materials will have become out of date, or will have been misplaced or damaged this is a great time to review your stocks of: Flyers SOCs Station guides Badges and stars Unit workbooks and tests CDP poster You can find the most up-to-date training materials on the Intranet under Training & Development. New hard copies of CDP materials can be ordered on the Intranet on PROMPT.

Complete Managers Schedule for the next 5 weeks

Completing this now will mean that you will not need to worry about this time-consuming project during the Re-Image. Please ensure that you consider the following points prior to completing the schedule: Changes to operating hours Completion of sales projections Additional training/supervision requirements

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Review Staffing For Growth (SFG) and hiring needs for the restaurant, incorporating the use of the Online Recruitment System
Your projected sales increases for post Re-Image may require an increase in staff numbers. The Staffing For Growth calculator should be completed in advance to project the number of new staff required. Using the next months sales comp adjustment will increase your required staffing numbers. The breakdown of the Day Part Analysis will allow you to identify specific shift requirements for that month. Future planning can be adjusted for the remainder of the year and depending on the seasonal implications on your Re-Image, you may need to incorporate a 3-month recruitment plan. Now that you are aware of your hiring needs, take this time to update the Online Recruitment System (ORS). The information gained from SFG allows detailed recruitment needs and the ORS allows for accuracy in posting vacancies. Remember the more specific your vacancies and/or shifts are the better matched your candidates will be. Best bets: Order recruitment materials and advertise prominently Post requisitions in advance Pre-schedule interview/OJE times Work flow administration regularly Welcome Meetings may need to be organised at a different location depending on facilities Order uniform Schedule for training requirements of new staff buddies, unit classes, etc For further assistance on ORS please refer to the Training Video section on your ISP. Remember, this is their first introduction to the Company and the importance of quality hiring and initial training is no more relevant than now. A comprehensive Training Plan should be in place for the new hires, as they should embody the enthusiasm towards the Companys core values, as well as exemplify the Re-Image of McDonalds.

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6 Weeks To Go
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Week Beginning:

TaSk: Review RoIP resource materials and order new materials if required WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Update Crew availability and ensure all Crew email addresses are entered onto CaMS WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Brief your Managers on key messages for Crew WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: CoMMUnICaTIonS TaSk: Community relations review WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

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Review ROIP resource materials and order new materials if required

Time now to ensure that your restaurant is fully equipped with all the correct ROIP resource materials for your re-open. Check that you have the following materials: 4 ROIP toolkit files 1 primary system binder, 2 support system binders and 1 management system binder This toolkit provides you with the tools and resources to assist with action planning and implementing improvement within your restaurant (Corporate Training Department) The QSC workbook for reference (National Operations Department) A copy of the current System Maps for display (Intranet) PEoPlE

Update crew availability and ensure all crew email addresses are entered onto CaMS
Double-check that all staff have the correct availability in the system, so if they do transfer to another restaurant during the Re-Image, their information is correct. You also need to ensure email addresses are correct, as this will be the easiest and least time-consuming way to communicate with your staff during the Re-Image. Crew availability is updated in the Maintenance section of CaMS Employee > Select Crew Member > Edit Details > Maintain Availability > Save Crew email addresses can be added/amended in the same way Maintenance > Employee > Select Crew Member > Edit Details > Maintain Extra Details > Save

Brief your Managers on key messages for Crew

Your Managers need to act as role models for your Re-Imaged restaurant; signifying change and the perfect springboard from which to deliver excellent QSC every time. Hold a management meeting to discuss the key messages that Crew need to understand. You should follow the structured management meeting agenda as set out by ROIP: Intranet > ROIP > Management Systems > Internal Communications > Resources > Management Meeting Checklist Agenda As you prepare your meeting agenda, consider the following Re-Image specific agenda items: Potential reduced availability of shifts for hourly-paid staff throughout the Re-Image and how this will be managed fairly Your expectations of Crew and Managers in your new look restaurant An overview of the changes at your restaurant stick to a couple of really key messages, and encourage them to talk to customers and tell them about the modern services available at your restaurant such as: - McDonalds offers free Wi-Fi internet access - Our coffee and tea is Rainforest Alliance certified, and comes with organic British milk - Our beef is from the UK and Ireland Appearance and uniform guidelines All relevant Hygiene and Safety considerations

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Community relations review

To assist you in reviewing your community relations, follow the five areas of focus from this table.

What you need to do Audit your impact on the local environment

Completed

Where to find the resources

Theres a simple test to find out whether or not you are protecting your local environment: would you want to be your restaurants neighbour? Conduct an audit and create an Action Plan. If you do this, youll be playing your part in transforming what the public think of McDonalds: a big result by simply doing the little things that matter to your community.

Intranet > Environment and Community Environment Audit (You no longer need a paper Environment file)

Review your relationships with local decision-makers

We dont expect every Business Manager to know every influential member of their local community. But if you dont know any, and youre not benefiting from good links with the people who count in your community, then you risk facing problems with licensing, local opposition and a more negative media climate. Go through the chart at Appendix COMMS1 and identify the top three decision-makers you are going to invite into your new look restaurant for a coffee.

See Appendices

Football Activation

The focus of your community support should be Football Coaching. An effective Football Activation Manual (FAM) supports this activity both locally and through national programmes, so every pound you invest in it will really count. Review the FAM and select local chartered clubs or coaches to support.

Intranet > Environment and Community > Football > Football Activation Manual

Our environment, our community

Combining the profile of a community clean-up event with the fresh new look of your restaurant is an effective way of helping to put something back into the community and you can enter your efforts into our national annual competition.

Intranet > Environment and Community > Our environment, our community > Managers Guide

RMHC

Our charitable focus is RMHC, which as you know, supports families with children in hospital. Why not ask a junior member of your current or future management team to lead an RMHC fundraising event as part of their development?

Intranet > Environment and Community > RMHC > Fundraising Guide

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5 Weeks To Go
CoMMUnICaTIonS TaSk: Sign-off your external communication plans WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION:

Week Beginning:

REVIEWED BY BM: CoMMUnICaTIonS

TaSk: Plan a family and friends internal launch party WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Plan Crew Trainer completion of the dining area sections of the SlP WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Review Training audit action Plan WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Consider staff requiring unit tests and plan to hold classes during the Re-Image WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: DEvEloPMEnT TaSk: Communicate Re-Image open/closure/part closure/re-opening dates with all main suppliers and service companies WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

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Sign off your external communication plans

Check that you are happy with any plans agreed at 7 weeks to go, or ensure that you understand why media coverage is not possible/advisable for your Re-Image.

Plan a family and friends internal launch party

One effective way of communicating the changes at McDonalds is by inviting your teams friends and family to your new-look restaurant, so that they can see the changes for themselves. This is an effective tactic, because it shows people the story of our changes in a way that they can understand and it provides physical proof. You may want to delegate this step to another member of your management team as a development goal. The ideal event will provide a chance to see the new restaurant, taste our quality menu and see behind the scenes, getting people talking about your restaurant and showing how valued your staff are. For advice about running this type of event please speak to your Franchisee or Consultant. PEoPlE

Plan Crew Trainer completion of the dining area sections of the SLP
Another great opportunity to enhance the customer experience when you re-open your restaurant is by having your Crew Trainer team complete the dining area sections of the SLP, which is available on the Intranet: Training and Development > Service Leadership Programme > Module 2 Keep it Real

Review Training Audit Action Plan

It has now been a few weeks since you completed your Training Audit and you should review your progress with your Action Plan and update it if necessary. Although you may be preparing for activities during the coming weeks and the Re-Image itself, do not forget about your day-to-day training on the floor and ensure you keep on top of your SOC completion and other training systems.

Consider staff requiring unit tests and plan to hold classes during the Re-Image
If not already in place, set up a system for regular unit test completion. Devise a list of crew who currently need to complete unit tests, ensure they have copies of the unit workbooks, then schedule them to complete their tests for the first week of the Re-Image. Consider those who are nearing their 8/12 month service period and also those who are close to being fully trained with SOCs on one or more units. Prioritise the Crew who should be fully trained, but have yet to complete unit tests Then look at Crew who are nearing their 8/12 month service period and also those who are close to being fully trained with SOCs on one or more units Hand out the workbooks now for completion over the next 5 weeks Schedule tests in during the first week of the Re-Image DEvEloPMEnT

Communicate Re-Image open/closure/part closure/re-opening dates with all main suppliers Eg - Keystone, Veolia, Waste Care, PHS, Ecolab
Please review the schedule of works for your Re-Image taking into account the closure/part closure dates of your Re-Image. During normal business operations, you would normally have service companies attending your restaurant to carry out various service agreements and suppliers making deliveries. Please review all service agreements and delivery requirements and ensure you cancel service/delivery requirements where appropriate, or re-arrange visits/deliveries for a more suitable time. Please review all delivery/service visits with your Site Manager and agree all delivery/service visits are suitable.

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Week Beginning:

TaSk: organise a training day with your Consultant for CoD and presenter booth enhancement training WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: DEvEloPMEnT TaSk: Confirm pre-start meeting with your Consultant/Franchisee and Project Manager WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: DEvEloPMEnT TaSk: Discuss Drive-thru arrangements and ensure relevant signage is ordered WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: HyGIEnE & SaFETy TaSk: Discuss pest prevention arrangements during Re-Image with Site Manager WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

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Organise a training day with your Consultant for COD and presenter booth enhancement training
Select six key members of your Drive-thru team and management team. Speak to your consultant who will arrange your COD training. Please reference the National Operations Intranet site for the COD training materials. You should ensure that you select already trained experts for this training Arrange this training during the Re-Image process Ensure you brief the selected team on the objectives of this training they will be key players and coordinators when you re-open the restaurant with COD DEvEloPMEnT

Confirm pre-start meeting with your Consultant/Franchisee and Project Manager

Your pre-start meeting will provide your Project Manager with the opportunity to discuss your Re-Image schedule of works with you. The Re-Imaging of your restaurant in most cases, will take place over a two to three week period and it is vitally important you understand what will happen during this time. This meeting also provides you with a great opportunity to ask any questions you or your management team may have, ensuring you have a clear understanding of the entire Re-Imaging process.

Discuss Drive-thru arrangements and ensure relevant signage is ordered

During closure of the dining area when operating Drive-thru only, a decision will need to be made regarding whether service will be for vehicles only or pedestrians only. We cannot mix customers on foot and in vehicles. Review sales patterns with Consultant/Franchisee and order appropriate notices and bollards from Marketing/Keystone. HyGIEnE & SaFETy

Discuss pest prevention arrangements during Re-Image with Site Manager

Please discuss with your Project Manager and your Pest Prevention Contractor any opportunities that the Re-Image offers regarding pest proofing. Especially consider proofing and maintenance works that could take place during any period of closure, when access to all areas of the restaurant will be fully achievable NB: do not forget areas such as wall, ceiling and floor voids. Refer to the restaurants pest prevention folder to review any outstanding issues. Please consider if continued visits by your Pest Prevention Contractor will still be required during the period of the Re-Image. This should be discussed and agreed with your Project Manager. For further guidance please speak with your Hygiene and Safety Advisor.

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PEoPlE TaSk: Complete a full restaurant Training needs analysis WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION:

Week Beginning:

REVIEWED BY BM: oPERaTIonS

TaSk: Plan your record-breaking opportunities WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Ensure sales projections are entered onto RDS for the 3 week Re-Image period WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Complete a full review of the PMC, cleaning schedule, nightly equipment close plan and fire up/down schedules WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Review all restaurant shift and handover checklists for accuracy and customise to include any Re-Image changes WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: SECURITy TaSk: Contact Security Go To Person to inform them of the works WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

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Complete a full restaurant Training Needs Analysis

Another great opportunity for you to ensure that you have sufficient staff trained in the relevant areas to operate a fully-productive restaurant. See Intranet for worksheet. ROIP>Support Systems. Some key areas to consider are: Crew Trainer numbers Cleanliness training in specific areas new decor, eg leather/vinyl/laminates Filtering Milkshake/sundae machine training Delivery DPSC completion Any relevant additional training oPERaTIonS

Plan your record-breaking opportunities (please refer to Appendices for templates).

This is the ideal time to aim for record-beating performance. Pinpoint suitable days/times to aim to beat these records and reward peak performing staff with competitions and prizes. Dont forget QS&C sales are only valuable when the customer has the best dining experience, by far, and comes back time and time again! Set targets for each daypart, encouraging comparisons between shifts and a sense of healthy competition. You may want to speak to your Consultant or Franchisee to identify key areas of focus.

Ensure sales projections are entered onto RDS for the 3 week Re-Image period
Confirm initial projections are still relevant and correct as sales trends may have changed. Points to consider: Close periods Drive-thru/instore or both Impact on Drive-thru if the instore is closed and vice versa Rolling impact from weeks 1 to 3 of the Re-Image Remember that sales projections will copy from RDS to CaMS, but not from Cams to RDS

Complete a full review of the PMC, cleaning schedule, nightly equipment close plan and fire up/down schedules
Check with your overnight team that the equipment schedules and plans are working effectively, and update if required. Are the scheduled task times still relevant to business needs? Are there any operational issues with each task? Are the resources available to complete the task training, equipment and time?

Review all restaurant shift and handover checklists for accuracy and customise to include any Re-Image changes
Check how well the checklists work and update if required remember to speak to all Shift Managers to ensure a consensus of opinion. Shift changeover times: Breakfast to main menu Day shift to night shift Night shift to overnight shift if applicable Overnight shift to breakfast if applicable SECURITy

Contact Security Go To Person to inform them of the works

This will enable the Security Manager to review the plans and assess if existing CCTV camera positions need to be changed and if more cameras are required due to sight-lines being obscured by new features.

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imaging

2 Weeks To Go
MaRkETInG

Week Beginning:

TaSk: Receive your pre-promotional PoP kit containing posters/flyers and begin distribution WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: DEvEloPMEnT TaSk: Review the delivery schedule with the construction schedule of works and confirm that the delivery times agree with the works to be completed WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: CoMMUnICaTIonS TaSk: Review your 6 Weeks To Go Community Relations action Plan WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Review kitchen area be well served principles and de-clutter WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Review restaurant closure plan WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: SECURITy TaSk: Inform Cash in Transit Company (CIT) of closure so that they can arrange collection prior to closure WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION:
8 Weeks To Go 7 Weeks To Go 6 Weeks To Go 5 Weeks To Go 4 Weeks To Go

REVIEWED BY BM:
3 Weeks To Go 2 Weeks To Go 1 Week To Go 3 Days To Go 2 Days To Go 1 Day To Go

2 Weeks To Go
MaRkETInG

Receive your pre-promotional POP kit containing posters/flyers and begin distribution
Two single sided posters, which should be displayed near your front counter and within your dining area ideally within your notice board 5000 single sided flyers, which should be distributed by your dining area team to inform existing customers of the forthcoming disruption These are a great tool for your Hospitality team to engage with customers within the restaurant and start talking about the changes. DEvEloPMEnT

Your pre-promotional POP contains the following and should be used two weeks prior to your start on site date.

Review the delivery schedule with the construction schedule of works and confirm that the delivery times agree with the works to be completed

Whilst your Re-Image is taking place, your restaurant may still be operating. For this reason, you will still be required to accept deliveries. It is therefore very important for you to review the delivery schedule with the schedule of works for your Re-Image. Please speak to your Project Manager who will confirm the nature of works being carried out when your deliveries are scheduled to arrive. In some cases, you may have to consider revising your delivery schedule during this period. CoMMUnICaTIonS

Review your 6 Weeks To Go Community Relations Action Plan

At 6 Weeks To Go you reviewed the steps you take to play a part in your local community. Check your progress against these tasks: Audit your impact on the local environment - Did you create an Action Plan and address any issues with litter, noise etc? Review your relationships with local decision-makers - Do you have a top three list of decision-makers to invite to your restaurant for a coffee, once it is Re-Imaged? Football Activation - Have you identified any football opportunities? Our environment, our community - Are you organising a community litter pick event? RMHC - Is your fundraising on track? Where is your restaurant ranked? oPERaTIonS Remember you no longer need a paper Environment file

Intranet > Environment and Community > Environment Audit

Review kitchen area be well served principles and de-clutter

Using the be well served guide review the kitchen area and look for opportunities. Pay specific attention for stocking 24-2 and label areas accordingly. Look to remove all excess packaging and equipment. Be well served guidance and materials are available on the Intranet Operations Support > Be Well Served

Review restaurant closure plan

Please review with management team and Site Manager information under the Section Last Day Before Closure which starts on Page 25. It is extremely important that everyone is fully prepared for the actions to be taken to ensure a smooth closure. SECURITy

Inform Cash in Transit Company (CIT) of closure so that they can arrange collection prior to closure

McOpCo Business Managers must email Banking Helpdesk UK, copying the Security Department, and Franchisees must contact their Cash In Transit provider, to notify them that the restaurant will be closed together with the dates of the closure. They will arrange for Loomis to collect the takings from the store the day before the store closure. Any scheduled Loomis services during the period of closure will be cancelled. Please note that the contents of the deposit safe will not be insured if there is more than one day of takings in the deposit safe during the closure period.

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imaging

1 Week To Go
MaRkETInG

Week Beginning:

TaSk: Instore restaurants only: Review your closing hoarding with your contractor and ensure it displays the correct information WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: MaRkETInG TaSk: Instore restaurants only: Review your generic merchandising using the 10-minute checklist and order any new elements required direct from linneys on 0870 240 3034 WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Conduct Managers meeting with all Shift Managers and present the schedule of works WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Complete Crew schedules for the 3 week Re-Image period, including night closers for the night before your Re-Image commences and the day before your Re-Image completes WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: DEvEloPMEnT TaSk: organise the re-setting of your trend panel if lighting is needed for overnight works WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Review cleaning schedule WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION:
8 Weeks To Go 7 Weeks To Go 6 Weeks To Go 5 Weeks To Go 4 Weeks To Go

REVIEWED BY BM:
3 Weeks To Go 2 Weeks To Go 1 Week To Go 3 Days To Go 2 Days To Go 1 Day To Go

1 Week To Go
MaRkETInG

Instore restaurants only: Review your closing hoarding with your contractor and ensure it displays the correct information
In preparation for your restaurant closing you should discuss with your Site Manager the hoarding which they will post on the outside of your restaurant. You should check the following information: When and where is it being delivered? What local restaurants will the hoarding be directing customers to? Are they the appropriate restaurants and are the details correct? Top Tip! All your external signage will be removed and therefore you will look like you are closed permanently. Ensure you dont miss any customers by having the hoarding delivered ahead of time for your attention, then you can check you are happy with the details and ensure it goes up promptly. Instore restaurants only: Review your generic merchandising using the 10-minute checklist and order any new elements required, direct from Linneys on 0870 240 3034. Full size version in the Appendices.
54

PEoPlE

Conduct a Managers meeting with all Shift Managers and present the schedule of works Complete Crew schedules for the 3 week Re-Image period
Complete this now and then you dont need to worry about this during the reopening of the restaurant, and you will have all Managers available to work the floor. Remember: Accurate sales projections Operating restrictions/configurations Drive-thru/instore or both Crew availability Additional scheduled tasks unit tests, Crew Trainer SLP completion, COD training, etc Ensure schedule is approved by your Consultant or Franchisee DEvEloPMEnT

Organise the resetting of your trend panel if lighting is needed for overnight works
Trend Panel guidelines are available on the Intranet under Environment and Security>Environment. oPERaTIonS

Review cleaning schedule

Review your cleaning schedule, taking into account the new restaurant layout and any new materials as a result of the planned Re-Image.

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imaging

3 Days To Go
MaRkETInG

Week Beginning:

TaSk: Drive-thru restaurants only: Receive and check Re-Imaging PoP kit against the email confirmation you receive from linneys WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: MaRkETInG TaSk: Drive-thru restaurants only: Ensure contractor has all elements of during works PoP kit WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Review restaurant People Positioning charts WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: CoMMUnICaTIonS TaSk: Implement your new environmental plan WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: DEvEloPMEnT TaSk: organise a front door key for the Site Manager and provide a contact list in case of emergency WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

8 Weeks To Go

7 Weeks To Go

6 Weeks To Go

5 Weeks To Go

4 Weeks To Go

3 Weeks To Go

2 Weeks To Go

1 Week To Go

3 Days To Go

2 Days To Go

1 Day To Go

3 Days To Go
MaRkETInG

Drive-thru restaurants only: Receive your Re-Imaging POP kit delivered from Linneys. Check it off against the email confirmation you receive from Linneys
In preparation for your upcoming Re-Image you will shortly receive a Drive-thru Re-Imaging POP kit. This kit contains all the elements you will need to merchandise your newly completed restaurant.

The kit contains: 1. A tube to store all existing Drive-thru POP to enable you to reuse it in your new hardware. All POP and additional translites are store chargeable 2. Two posters to put into your temporary Drive-thru signage. This is for when your old Drive-thru stacks have been removed to allow for ground works to be completed. One poster details your prices and the other advertises the current promotion, these are required to ensure you conform to trading standards law. The two frames to put these in will be supplied by your contractor automatically 3. All the POP you need to merchandise your new restaurant, including additional translites for your new Drive-thru stack configuration, new window posters and additional generic merchandising. Linneys will email you with a full breakdown of each element and all costs. This kit is based on your current restaurant profile and only contains the elements you will need to merchandise all your new hardware 4. A Come and See the Changes Drive-thru banner which promotes your Re-Image and should only be used once all works are complete Please review the kit upon arrival and store it safely until the individual elements are required. We strongly advise that you keep all elements of your kit until your restaurant is complete; at this time if you have items that you feel you do not require please contact Linneys on 0870 240 3034 and they will arrange for a collection and credit. Full size version in Appendices. Top Tip! Ensure you do not throw away any POP during your Re-Image, as you will need it when your restaurant is complete. All elements are store chargeable and costs can be quite considerable if you need to purchase a number of elements. Drive-thru restaurants only: Ensure your contractor has all elements of your during works POP kit. Your contractor supplies all elements automatically Your contractor has been supplied with a during works POP kit along with guidelines of how and where these elements should be used. You should review this with your contractor to ensure that they have all the elements they require and have familiarised themselves with the guidelines. For guidelines see Appendices. No action is required by you at this stage other than contractor follow up.

PEoPlE Review restaurant People Positioning charts

This will be a good time to review the People Positioning guides if there are to be any changes to the restaurant layout (eg if COD is installed). CoMMUnICaTIonS

Implement your new environmental plan

Two weeks ago you reviewed all of your community actions. With only days to go before your Re-Image, you should focus only on your environmental protection steps. Ensure you are tackling litter, noise and other environmental issues, and that your Action Plan is working. You can download a further environmental audit from the Intranet: Intranet > Environment and Community > Environment Audit Remember, you no longer need a paper Environment file. DEvEloPMEnT

Organise a front door key for the Site Manager and provide a contact list in case of emergency

The contractors Site Manager may require a key to the restaurant allowing them to work overnight or enter the building at an earlier time of day, prior to the restaurant opening. This will be discussed with you as and when necessary.

Prepare a restaurant contact list for your contractor in case of emergency

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imaging

last Day Before Closure

IS TaSk: Managing RDS4W and your Till System WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION:

Week Beginning:

REVIEWED BY BM: MaRkETInG

TaSk: Instore only: Ensure your hoarding has been correctly positioned and is displaying the correct information WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: MaRkETInG TaSk: Instore only: Remove and store any merchandising from within the dining area, for example your Ronald Merchandiser, leaflets and RMHC money-spinner WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: MaRkETInG TaSk: Drive-thru only: Ensure your during works materials communicating your current changes are correctly positioned as per the guidelines. your contractor supplies all elements automatically. (See appendices for details) WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: MaRkETInG TaSk: Drive-thru only: Do not throw away any elements of PoP particularly your Drive-thru translites, price menu board and banners. Store them in the tube provided WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Full closure only: organise the thorough close down of the restaurant WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION:
8 Weeks To Go 7 Weeks To Go 6 Weeks To Go 5 Weeks To Go 4 Weeks To Go

REVIEWED BY BM:
3 Weeks To Go 2 Weeks To Go 1 Week To Go 3 Days To Go 2 Days To Go 1 Day To Go

last Day Before Closure

IS

Managing RDS4W and your Till System

When the restaurant is to be fully closed Under these circumstances, there is a simple procedure to be performed when closing the restaurant from the last trading day. If this is not followed, then there will be complications when re-opening the restaurant and the last days sales could be lost. The procedure is simply two steps: Ensure that the two closing steps in RDS4W are completed fully. Close POS and close PC. If there are issues with the final close then work through them with the iTSC helpdesk. DO NOT leave the system without these steps complete Once these two closes are complete, do nothing else and leave the open PC and open POS until nearer the time of the restaurant re-opening The restaurant can then be handed over to the construction teams the following day and if tills are removed, there will be no risk of lost sales or product mix information as this was collected during the completion of the close. When the restaurant is to be partially open Where the restaurant is to partially trade during the Re-Image and trading from a reduced number of tills or Drive-thru only, the Managers Procedures for RDS4W remain the same as before, with the system closed and opened on each business day. An Odema engineer will visit the restaurant when contacted by the construction Site Manager to remove unnecessary tills and ensure the operation of printers etc is not impacted by the removal of these tills. MaRkETInG Instore Only Ensure your hoarding has been correctly positioned and is displaying the correct information. You should follow up on the closing day that the hoarding has been positioned on the front of the restaurant, and is clear and correct. Any queries relating to your restaurant hoarding should be directed to your contractor and/or Project Manager. Remove and store any merchandising from within the dining area, for example your Ronald Merchandiser, leaflets and RMHC money-spinner Prior to the contractors starting on site you should review all portable elements within your dining area and on your front counter and ensure that they are stored safely for use post Re-Imaging. Things to consider: Remove your Keeko colouring board from the wall and if in a good state of repair store for later use. If you have an old style yellow board consider updating to the new green boards. The new boards can be ordered direct from Keeko at a cost of 125.00 on 0151 342 0088 or email Sales@KeekoKids.co.uk Reposition your RMHC money-spinner and counter top boxes away from the contractors. If you have old RMHC counter top boxes you can order new ones direct from Keystone. If your money-spinner needs a face-lift you can order replacement parts direct from RMHC. See the Intranet for details If you have a free-standing or wall-mounted Ronald Merchandiser ensure that it is moved for later use or possible reallocation to a nearby restaurant, if no longer required Remove and store the leaflets from your Did You Know board NOTE: You should bear in mind that what looks acceptable now may look shabby when you put it back in your new look restaurant. Drive-thru only Ensure your during works materials communicating your current changes are correctly positioned as per the guidelines. Your contractor supplies all elements automatically (see Appendix for details) Ensure that all elements have been correctly positioned around your restaurant, showing the appropriate message informing customers of which part of the restaurant is open. As your Re-Image progresses and moves inside you should continue to review all elements to ensure you are correctly communicating to your customers at all times. The only elements that the contractor does not supply are your temporary Drive-thru posters. These are required when your Drive-thru stacks are removed to prepare for the groundworks of your new signage. These two posters are supplied automatically to you in your Re-Imaging POP kit from Linneys. One poster displays your prices and the other communicates the current national promotion. These are positioned in the hardware that your contractor will supply.

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You must clearly display your prices at all times prior to the point of order in your Drive-thru lane. This is a trading standards requirement. Do not throw away any elements of POP particularly your Drive-thru translites/price menu board and banners. Store them in the tube provided You have been supplied with a tube in your Re-Imaging POP kit to store all your Drive-thru translites; price menu boards, breakfast, main menu, promotional and, if applicable, late night menu. You should take out the translites from your stacks as they are being removed. You should also take down and store your banners if they are within frames that are being removed. All POP, including the Re-Imaging POP kit you have already been sent, is store chargeable. We have only sent you the elements we know you require. You will not receive a complete new set and will need your current translites. You should allow for your Re-Imaging POP costs on your P&L and will find your charge on the email that Linneys have sent you confirming the contents of your kit. See table below for an indication of costs. Costs based on your current restaurant type Series 2000 2 stack rotating Series 2000 2 stack static Series 2000 3 stack rotating Series 2000 3 stack static McDrive Approximate cost (s) 291.50 448.00 212.80 389.20 506.80

Any additional replacement translites needed should be ordered through the Linneys helpline (0870 240 3034) and will incur a further charge. oPERaTIonS If the restaurant is to undergo a full closure at anytime, please ensure the following: On the Open the Business Manager speaks with the Site Manager to agree the schedule of works for that day, so both parties are fully aware of the actions to be taken The Business Manager and Site Manager should agree the arrangements for employee access to and from the restaurant, during the closure. This should include usual activities as well as emergency situations, eg escape routes during a fire. Both parties should agree which areas of the restaurant can be used by McDonalds employees, and which areas McDonalds employees are not allowed into Remove all food, food packaging, other paper stocks and small equipment away from any area that will become a designated construction area, or any area that will be affected by construction works eg contamination from dust or debris If items or equipment can not be moved they must be securely covered with appropriate material. Please speak with your Site Manager to arrange. It is a priority to avoid physical contamination of food as a consequence of your Re-Image, so the control of all food, food packing and equipment must be very carefully managed Remove all oil from all vats, and cover all empty vats with vat covers NB: oil should be handled and dropped in line with current McDonalds procedural guidance As part of your Close procedures all portable electrical equipment should be switched off and, where possible and safe to do so, unplugged. Please confirm with the Site Manager if any other equipment should also be switched off and unplugged A Dust-proof hoarding will be installed by the Re-Image Team either on the Close of the day of closure or the morning of the following day. The hoarding should create a completely dust-proof seal between the any designated construction areas and any areas of the restaurant used for the storage and preparation of food. This must be checked, tested and agreed between the restaurant and Site Manager before any construction works can commence

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During Re-Imaging
Operating your restaurant during a partial closure requires very close management and it is therefore not advisable for the more senior managers of the restaurant to take holidays at this time.
The following tasks should take place during your Re-Image, whether the restaurant is closed or not. PEoPlE

Review sales patterns and staffing levels

During the period of Drive-thru lane closure, review your instore sales patterns and adjust your Crew numbers and positioning guide accordingly.

Complete the Managers schedule for the next 5 weeks

Completing this key task now should allow you to dedicate some quality time to scheduling effective management cover for the restaurant re-open and the important post Re-Image period. It will be vital that shifts are the best that they can be to facilitate the delivery of that enhanced customer experience that your Re-Image is aimed at.

Ensure sales projections are entered onto RDS for the 4 weeks post Re-Image

These sales projections should be based on data generated from other restaurants that have already Re-Imaged and must be agreed with your Franchisee or Consultant.

Review the front counter and Drive-thru be well served principles

Using the be well served guide, review the front counter and booths and look for opportunities. Pay specific attention for stocking 24/2 and label areas accordingly. Look to remove all excess packaging and equipment. Be Well Served guidelines are available on the Intranet under Operations Support>Be Well Served.

Complete the first 2-week post Re-Image Crew schedules

As with your post Re-Image Managers schedule, it is vital that your Crew are scheduled as aces in places to ensure that an enhanced customer experience is being delivered.

Complete a review of Drive-thru people positioning

With the changes made to the Drive-thru lane and the introduction of COD, now is great time to review and agree your Crew numbers and Drive-thru People Positioning plan using the tools introduced through the SIDT Master Class.

Text all Crew via McTime to ensure that they check their schedule for next week Agree Drive-thru targets for first 4 weeks after re-open

This can be done from McTime to provide your Crew with a reminder of their shifts during the critical re-opening week.

Focus on order taking time, TTL and LT2 on the PC POS report ensure that the targets you set will stretch the team, but are also realistic and achievable. These targets must be discussed and agreed with your Consultant or Franchisee. IS

Managing RDS4W and your Till System

If any issues arise with the systems during the Re-Image process, contact the iTSC helpdesk who will investigate and resolve, or escalate to Head Office. Any queries about the removal or replacement of the tills should be directed to the Site Manager in the first instance as they make the request of Odema. Any issues with the works carried out to remove or replace the tills should be directed to Odema directly in the first instance and then escalated to John Gurudas if the resolution is not satisfactory.

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During Re-Imaging
The following pages detail the development, operational, safety and security issues to be considered during a restaurant Re-Image. oPERaTIonS

During Construction Works

At your initial pre-works meeting, the Project Manager will have discussed a Schedule of Works with you including all key events throughout the entire period of the Re-Image. Please liaise with the Site Manager and the Project Manager should you have any questions relating to these works. If any changes occur, you will be informed immediately. Consult with the Site Manager on a daily basis to discuss the Schedule of Works. Review any activities which may impact the safe running of the restaurant and prioritise any issues that could have a negative effect on Health & Safety, Food Safety, Security or Q,S & C. Complete full Travel Paths of the restaurant in all non-construction areas as normal. During the Re-Imaging process, a Manager will need to carry out a Shift Changeover Checklist with the Site Manager 3 times a day. This will allow Shift Managers to be aware of what works are taking place on site at any given time, paying particular attention to any safety requirements. Due to unforeseen circumstances, there may be occasions where the Site Manager will ask for permission, at shortnotice, to close an area of the restaurant to complete essential Re-Imaging works. This may include closing areas of the restaurant during normal trading hours. You should work with the Site Manager to accommodate such requests whilst ensuring that you are trading safely at all times. If there are any concerns or if the Re-Imaging team makes any request that you are not completely comfortable with, contact the Project Manager and inform your Operations Consultant or Franchisee. Please be considerate of customers satisfaction when closing areas of the restaurant.

Restaurant Closure
In unusual or extreme situations it may be necessary to close an area of the restaurant or the restaurant entirely, as a consequence of actions taken during the Re-Image. Examples of such situations would be: The loss of hot water The loss of all mains supplied water The loss of public or employee toilets Any works which increase the risk of contamination to food, packaging or equipment, especially in food storage or preparation areas Any works which present a significant risk to the health and safety of our customers, employees or contractors Significant interruption to the dining area when the instore areas are open Significant electrical or lighting problems Should such or similar circumstances occur it is imperative that you contact the Project Manager and inform your operations Consultant or Franchisee immediately.

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During Re-Imaging
HyGIEnE & SaFETy

FOOD SAFETY
Food Safety law requires certain facilities to be in place in a food business. Without the following facilities the restaurant may have to close unless suitable approved alternative arrangements can be implemented. Contact your Hygiene and Safety Advisor for further guidance and refer to the Food Safety Manual. Facilities Employee Hand Washing Facilities Requirements The following must be provided for both the kitchen and employee toilets: Water at 42-45C AMH Gold hand soap Suitable hand drying facilities Alternative Options If the hot water is lost, in either the kitchen or employee toilets, a Cascade Unit should be put in place within one hour If the warm-air dryers are not functioning, disposable paper towels can be used for hand drying If the usual arrangements cannot be maintained, appropriate temporary toilets will be provided. These must remain in place until the normal restaurant toilet facilities are fully functional If the hot water is lost to the 3-compartment sinks, a Burco urn or similar unit should be put in place

Toilets for use by employees

Toilets must be provided within a reasonable distance and readily accessible from all areas where employees work

Hot water for cleaning

Hot running water at 55-60C must be provided for washing utensils, equipment, etc

Food Safety is essential to our business. Both Company Policy and the Law require certain policies and procedures to be in place in our restaurants at all times.

Personal Hygiene And Appearance

All normal personal hygiene and appearance guidelines, including use of aprons, hats etc, must continue to be enforced, regardless of whether or not the employees are in view of the public.

Additionally:
If contractors enter the kitchen to work, they must remove all jewellery, including watches and wear appropriate protective clothing, eg a hat (and hairnet where applicable) Any construction worker entering a food area with a visible wound or cut must cover them with visible blue plasters as per usual restaurant guidelines Dirty clothing and/or overalls should not be worn in food areas

Storage
Parts of the building and storage areas will become construction sites for periods of the refurbishment work. This could mean additional risks from dust and other physical contaminants. Implementing the following will reduce the risk of contamination and avoid stock wastage: Keep stock levels in all food areas as low as operationally practical Opened packs should be kept to a minimum and always resealed to protect the contents from dust and debris On the close, seal all unpacked ambient food stocks, eg sauce portions, condiments etc, in plastic bags, plastic boxes or other impervious containers Seal all unpacked food packaging, eg sandwich clams, wraps, cups, stirrers etc, in plastic bags, plastic boxes or other impervious containers

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During Re-Imaging
Waste Disposal
Rubbish must be stored and controlled as per usual operating standards: Bins in the kitchen must be emptied frequently (when full or every 2 hours) Waste must be stored in lidded external bins as per normal procedures Ensure access to external bins is maintained at all times for both the restaurant and waste collectors

Cleaning
Standard cleaning procedures must continue in all accessible areas regardless of any changes to customer access, eg Drive-thru only. Particularly 4-hourly equipment cleaning (every 2 hours for egg contact equipment) and regular wiping down of all surfaces.

Additionally:
The frequency of cleaning may have to be increased due to dust from building works If any food surfaces become contaminated action must be taken immediately to isolate and clean the area On the close, place small portable equipment and utensils, on clean sanitised surfaces, in the walk-in chiller, or other safe areas rather than the kitchen to protect from possible contamination Prior to opening the restaurant, wash down all food contact and preparation surfaces using Surface Sanitiser solution, before any food or packaging is placed on the surface Only once food contact surfaces have been sanitised should small portable equipment and utensils be returned to use from the overnight safe storage area Contractors should provide their own cleaning equipment and materials and items belonging to the restaurant should only used by contractors with the specific permission of the Shift Manager After completion of any works in food storage or food preparation areas, the area should be cleaned and sanitised and checked for any foreign objects prior to being re-used

Important Additional Controls

During a refurbishment, food hygiene is still paramount and must be a priority in all restaurant areas whilst trading. This means that additional precautions need to be taken to protect food, food packaging and food preparation areas from physical contamination. These controls will ensure that there is no transfer of dust or debris to food storage and food preparation areas which could cause physical contamination to the food. For Drive-thru restaurants where works are being carried out in the dining area, a protective solid dustproof hoarding will be installed between food storage or preparation areas and the construction area. All food storage and preparation areas must be completely isolated from areas where works are to take place The hoarding must remain intact and in place at all times The hoarding must extend from the ceiling to the floor across the width of the area it is meant to protect Any damage or loss of integrity to the hoarding must be reported to the Site Manager immediately If work is being conducted in the back-up area or corridor, it is important that the doors to the backroom, stockroom and kitchen remains closed to prevent dust entering Additionally, if works are required in food areas this may need to take place when the restaurant is closed Use regular Travel Paths to enforce company standards. Should any actions be required which are not within your control, liaise with the contractors accordingly and contact the Site Manager and Project Manager as necessary.

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During Re-Imaging
HyGIEnE & SaFETy

HEALTH & SAFETY

We all have responsibilities to ensure the health, safety and welfare of our employees and customers. These responsibilities do not change during a Re-Image.

Communication & Assistance

The Shift Manager remains responsible for the health, safety, welfare and general operating standards in the areas of the restaurant not designated as construction areas. Should there be any concerns during the Re-Imaging work, the Site Manager should be contacted immediately. If you are not satisfied with the response use the Communication Escalation Route, as outlined on page 1.

Additionally:
The Site Manager may ask for site-specific information which may include the following: - The location of the emergency isolation points for Gas, Water and Electricity - The location of the Construction Health & Safety File, which must be available at all times The contractor may need to isolate utilities, plant or equipment to ensure construction works can be conducted safely

Access To Areas Of Construction Work

Parts of the building and/or outside areas will become under the strict control of the contractors for periods of the Re-Imaging. all designated Construction areas are strictly off limits to all employees The areas may change throughout the program of works and the Site Manager will keep you informed of these areas. If access to one of these areas is needed, you can only do so with the permission of the Site Manager. All contractor Site Rules must be followed. These will include wearing protective clothing (hard hat, high visibility jacket, etc.) and following any instructions given by the Site Manager.

Fire Safety

Fire Safety systems and procedures must remain in place throughout the Re-Imaging.

For all areas used by employees or customers:

Fire doors must not be wedged or propped open The fire alarm system must remain fully active throughout the Re-Imaging Fire extinguishers must remain in place for all areas used by employees or customers The emergency lighting system must remain active for all areas used by employees or customers All smoke and fire detectors must not be disconnected without the Shift Managers authorisation and once works have been completed, the detector must be reactivated Fire exit routes must be kept clear at all times. There must always be at least two exit routes from the kitchen area or from any section of dining area used by customers. If two exit routes are not available then it may be necessary to close or restrict access to the area.

Alternative Options
If there is only one exit available from a dining area, then the area cannot be used. It may be possible to remain open as take-away only ie seating areas are not used Ensure that any directional fire exit signage to an exit not currently in use is covered to prevent confusion

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During Re-Imaging
Hazardous Work
During the Re-Imaging the contractor may need to complete hazardous work such as: Works involving turning off fire precautions systems, eg fire alarm, sprinklers, smoke detectors Works involving welding, burning, grinding or cutting steel or the use of tar burners Entry into live electrical panel areas or other live electrical testing Work under floors where open access is required Work in confined spaces If any such works are carried out as detailed above, the contractor must obtain and complete a Hazardous Work Permit (see Red Contractor Guidance booklet). The works will be discussed with the Business Manager prior to commencing. Should a contractor be carrying out any works involving the movement of potentially hazardous equipment, you must ensure the equipment in question is safe to move eg grills, fryers and toasters.

Employee Welfare Facilities

During the Re-Imaging there must be no loss of adequate facilities for employees.

It is a legal requirement that we ensure:

A rest room or adequate area is provided A changing room/area and lockers are provided Toilets are available and readily accessible Toilets have hand washing facilities (hot and cold, or warm water and soap)

Housekeeping
During the Re-Imaging it is important that tools, toolboxes and equipment used by contractors do not create additional hazards to employees or guests. If there are any concerns, speak to the Site Manager immediately.

Specifically:
Tools and materials must not be left unattended in employee or customer areas Floors must be kept clean and free from obstructions, damage etc. which could increase the risk of slips and trips Any open sub-floor access hatches or manholes (inside or outside) must be cordoned off with a safety barrier. All safety barriers and hazardous signage will be supplied by the contractor

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During Re-Imaging
Customer Safety and Vehicle Movement
Work areas must be segregated from customer areas (walkways or vehicle routes) by barriers or fencing. In public areas of the restaurant (both internally and externally) you must ensure the contractor has placed barriers around any area deemed as potentially hazardous eg risks of slips, trips or falls

Drive-thru Lane Open and Dining Area Closed

Service is for vehicles only or pedestrians only. We cannot allow vehicles and pedestrians to both use the Drive-thru lane at the same time If you are operating pedestrians only through a Drive-thru window ensure the relevant notices and barriers between the pedestrians and vehicles are in place Due to construction works being carried out, an alternative route for employees taking orders to parked cars may have to be considered If using the HHOT, review control procedures for employees working outside

Dining Area Open and Drive-thru Lane Closed

Due to the nature of the construction works being carried out, the current pedestrian walkways leading to and from the restaurant may have to be changed. We must ensure any alternative walkways found are safe for customers and all staff members Contact your Hygiene and Safety advisor or Project Manager for any further advice.

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During Re-Imaging
SECURITy We all have responsibilities, a Duty of Care, to our employees, customers and contractors. These responsibilities do not alter during a refurbishment of our restaurants. Equally, our contractors also have responsibilities that may need to be enforced.

Security Guidance For Contractors Working Out Of Hours While Restaurant Staffed by McDonalds Employees
All Contractors to inform Shift Manager of estimated time works will be completed All tools and materials to be carried into the restaurant via the front doors - even if parking at the rear of the restaurant Front door to remain locked and only the Shift Manager allowed to open Back door must not be opened without the express permission of the Shift Manager and contractors must respect the Shift Managers decision if the request is refused All contractors to follow McDonalds Smoking Policy

Recommended Security Guidance For Contractors Working Out Of Hours While Restaurant Not Staffed by McDonalds Employees
Recommend that the guidance outlined above is observed with Contractors nominating someone to act as a Shift Manager, enforcing Security Guidance. Front and back door integrity is paramount to personal safety, that of both McDonalds employees and Contractors

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imaging

1 Week to Re-opening
MaRkETInG

Week Beginning:

TaSk: Review the national blueprints via the Intranet or within your Re-Imaging PoP kit and ensure that you have all the promotional and generic PoP you require to re-open successfully. WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

MaRkETInG TaSk: Ensure that you have received your opening lSM tactics and have them ready for use from re-opening. Standard package new look balloons and till rolls WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

PEoPlE TaSk: agree Drive-thru targets for the first 4 weeks after re-open WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Text all Crew via McTime to ensure that they check their schedule for next week WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

1 Week to Re-opening
MaRkETInG

Review the national blueprints via the Intranet or within your Re-Imaging POP kit and ensure that you have all the promotional and generic POP you need to re-open successfully. Contact Linneys for any additional items on 0870 240 3034.
Drive-thru restaurants only: Blueprints can be located via the Marketing site, located on the home page of the Intranet. If you are unsure of any elements please contact the Marketing Helpline on 020 8700 7859. You should review your current POP, including generic items, using the Re-Imaging 10-minute checklist and the current blueprints to ensure you have all the elements you require to re-open successfully. All the elements you require have been supplied to you in your Re-Imaging POP kit, which was delivered approximately three days prior to the start of your Re-Image. If your restaurant operates extended hours, you should also review the blueprints available on the Intranet > Operations Support > Extended Hours Support > Blueprints Instore restaurants only: You should review your current POP, including generic items, using the Re-Imaging 10-minute checklist and the current blueprints to ensure you have all the elements you need to re-open successfully. The majority of elements can be ordered direct from Linneys. Please allow 4-5 days for delivery. If you are unsure of where to get something from, please contact the Marketing Helpline on 020 8700 7859. Note you should consider that the newly decorated restaurant will make older elements look shabby.

Ensure that you have received your opening LSM tactics and have them ready for use from re-opening. Standard package new look balloons and till rolls.
You should review the Re-Opening Managers Guide to ensure you and your team are familiar with what elements will be delivered to you. If you are a McOpCo restaurant you will have received the first element from your standard package, your new look balloons. Each restaurant will automatically receive one box of balloons. If required, additional balloons can be ordered direct from Scott at B-Loony on 01494 774376. Review your helium levels to ensure that you can use your new balloons as soon as you open. Franchised restaurants will only receive the elements that you have requested. PEoPlE

Agree Drive-thru targets for the first 4 weeks after re-open Text all Crew via McTime to ensure that they check their schedule for next week

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1 Day to Re-opening
MaRkETInG

Week Beginning:

TaSk: Using the current 10-minute checklist complete a Travel Path of your restaurant reviewing all the merchandising, paying particular attention to the dining area, front counter, windows and Drive-thru lane WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: CoMMUnICaTIonS TaSk: Check on plans for your family and friends launch party WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: PEoPlE TaSk: Text all staff scheduled for tomorrow to confirm their shifts WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: IS TaSk: Re-open till system WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: organise a restaurant clean up WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Recalibrate all equipment and complete Pre-open Checklist WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

1 Day to Re-opening
MaRkETInG

Using the current 10-minute checklist complete a Travel Path of your restaurant reviewing all the merchandising, paying particular attention to the dining area, front counter, windows and Drive-thru lane. You should review your restaurant looking at it through the eyes of your customers
If you have any merchandising queries please contact the Marketing Helpline on 020 8700 7859. Instore restaurants only: Ensure that all the elements you have ordered have been put in place and anything you stored pre Re-Image has been cleaned and put back in to your dining area. We would advise that you do not put any window posters up in your window for the first four weeks after opening. This will allow customers to appreciate the restaurant from the high street. Following your first month, you should continue to use your posters as instructed in your blueprints. If you have an A-frame you should continue to use this utilising the national posters supplied from Linneys. Drive-thru restaurants only: Ensure that your Drive-thru lane has been merchandised as per the blueprints. If you have had triple-sided hardware installed and are not currently a restaurant operating extended hours, the hardware should have been installed with silver inserts in one side of each of the stacks. As and when you amend your menu these can be removed to showcase additional translites. If you need replacement silver inserts you should contact Tony Bairstow at Butterfield Signs on 01274 848917. You should pay particular attention to your new window slat hardware and ensure that you have a current national poster in each. CoMMUnICaTIonS

Check on plans for your family and friends launch party

You delegated the task of organising a family and friends launch party. Go through plans with the member of your management team who is responsible for this task and make sure they are on-track. PEoPlE

Assign the task to a Manager to text all staff scheduled tomorrow to confirm their shifts

Assign the task to your McTime Administrator of texting all staff to confirm their shifts for tomorrow. Remember to follow up to ensure that this task has been completed. IS

Re-open till system

Following full closure only If the restaurant has been closed for a period of more than seven days or over a month end, you will need the assistance of the iTSC helpdesk to re-open the till system. It is recommended that the till system is re-opened through RDS4W at least one business day before the restaurant re-opening. This is especially relevant when the restaurant is re-opening on a Saturday as there is limited support available in head office in the unlikely event of previously unseen issues. An ideal re-opening would be: As soon as all tills are re-installed in the restaurant and Managers have access to the building, the iTSC helpdesk is called to assist in opening the system The Manager checks that all tills have been replaced and are powered on The helpdesk then run through the open process and correct or identify and escalate any issues prior to the re-opening Following a successful opening of the till system, the Manager checks: All tills Printers Bump bars BOP screens A test transaction and refund on the cashless system A test transaction on the HHOT Any issues from these checks should be logged with the iTSC Helpdesk and John Gurudas used again in the event that resolutions are not forthcoming. The system closes and opens are then completed for each business day as normal from this point onwards.

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1 Day to Re-opening - continued

Following partial closure In this scenario, the RDS4W and till systems will have been closed and opened normally during the Re-Image process, but if tills were removed during the Re-Image, or if additional tills have been installed then basic checks should again be completed: All tills Printers Bump bars BOP screens A test transaction and refund on the cashless system A test transaction on the HHOT Any issues from these checks should be logged with the iTSC Helpdesk and John Gurudas used again in the event that resolutions are not forthcoming. Any feedback or complaints regarding the support from iTSC can also be made directly to the iTSC management team via the e-mail address iTSCfeedback@seieurope.com. Note that this is not a call logging address, but a feedback and complaints one where contacts will be investigated and responded to within 3 days. oPERaTIonS

Organise a restaurant clean up

Confirm with the Project Manager that contract cleaners have been arranged for the night before you re-open Organise extra Crew to help you clean and set up your restaurant in readiness for your re-open

A team of cleaners will be sent in when the construction work has been completed. They will be scheduled for the night prior to re-opening. This will involve basic cleaning of the dining area. You will need to schedule some extra staff to bring your restaurant up to McDonalds cleanliness standards. Tasks to Consider: All food surfaces sanitised All equipment cleaned and sanitised using the 4-step cleaning method All stock areas free from dust, debris and any other potential contaminants Restaurant free from building dust Staff areas cleaned and sanitised Areas re-stocked and ready for business the following day All floors swept, mopped, free from dust and any physical contamination risks removed Contract Cleaners Responsibilities prior to re-open: All building debris removed from the site prior to the restaurant re-opening All tools removed from customer and staff areas All external areas free from building debris All contractors will remove their equipment and building materials from the restaurant site prior to the restaurant re-opening. Your Project Manager will ensure this has been completed to your satisfaction and hand the restaurant back to operations. Complete project handover The Project Manager will also complete a snagging list with you, which involves a tour of the restaurant Re-Image, documenting any works that do not meet the required Construction department standards. The Project Manager will then liaise with the contractor to ensure these works are completed at a later date. The aim is to complete all snagging works within 10 days of the restaurant Re-Image completion date. You will complete the tour of the restaurant with the Project Manager by ensuring all contractor materials and equipment have been removed.

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1 Day to Re-opening - continued

oPERaTIonS

Recalibrate all equipment

To ensure that you deliver outstanding hot, fresh and safe product on the first day of your Re-Image it is strongly recommended that you complete all equipment calibrations prior to the re-open. It is also a good idea to review your PM Calendar and complete any relevant PM tasks before you re-open, with particular focus on the cleaning of your equipment. You should have all of the required PM Cards and Cleaning Cards in your restaurant, however, should you require any replacements, these can be printed off the Intranet from Operations Support>Equipment or Restaurant Services>Planned Maintenance Cards. If you require any advice with regards to equipment calibrations or cleaning, please contact your regional Operations Training Officer or Consultant.

Complete Pre-open Checklist

Please see Appendices for copy.

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imaging

1 Week Post Re-Image

MaRkETInG

Week Beginning:

TaSk: Ensure that you have received your re-opening tactics and have them ready for use refer to Managers Guide for details. Re-opening tactics are designed to be implemented two weeks post Re-Image WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: CoMMUnICaTIonS TaSk: Hold your family and friends internal launch party WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: CoMMUnICaTIonS TaSk: Invite key decision-makers to your new-look restaurant WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

1 Week Post Re-Image

MaRkETInG Ensure that you have received your re-opening tactics and have them ready for use, refer to Managers Guide for details. Reopening tactics are designed to be implemented two weeks post Re-Image. You should review the store-based tactics below, and check that you have received them and they are correct. Further details on each can be found in your personalised Managers Guide sent directly to you at your restaurant.

Note: The externally distributed activities (residential mailer and business-to-business privilege cards) will not be distributed until two weeks after your restaurant re-opens. This will allow you and your restaurant team to familiarise yourself with your new restaurant hardware also and allow for any snagging to be completed. Standard package tactics Instore restaurants Store Based 1,000 x new look balloons Posters to nearby restaurants Come & see your new look restaurant in xxx Two boxes of till rolls to nearby Drive-thrus 2,000 x business-to-business privilege card drop 20,000 x residential mailer Standard package tactics Drive-thru restaurants 1,000 x new look balloons 1 x Come and See your new look restaurant banner Two boxes of till rolls for use in your restaurant 2,000 x business-to-business privilege card drop 20,000 x residential mailer

Externally Distributed

CoMMUnICaTIonS

Hold your family and friends internal launch party

Please remember to take photographs to record the exciting event.

Invite key decision-makers to your new-look restaurant

You identified three decision-makers who you would make or renew contact with, now that you have a new-look restaurant. Remind yourself of your three priority contacts and invite them to visit you for a coffee. You should invite your Operations Consultant or Franchisee to attend the meeting with you. See Appendix COMMS1 for a reminder of your priority decision-makers, a discussion guide and some restaurant visit top tips.

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imaging

2 Weeks Post Re-Image

MaRkETInG

Week Beginning:

TaSk: Implement all restaurant based Re-Imaging tactics as per your guide WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: MaRkETInG TaSk: Communicate to all staff the details and till buttons of the residential mailer and the business-to-business privilege card drop. See Managers Guide for details WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: CoMMUnICaTIonS TaSk: Check your improved environmental plans are working WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Review Drive-thru target achievements WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM: oPERaTIonS TaSk: Review cleaning schedule WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

2 Weeks Post Re-Image

MaRkETInG

Implement all restaurant based Re-Imaging tactics as per your guide

Any restaurant based tactics should now be in place, either within your restaurant, or if you are an Instore, within your nearby Drive-thru restaurants. Instore restaurants should follow this up to ensure that nearby restaurants are actioning the tactics. Ensure that your Managers and staff are aware that these should be used.

Communicate to all staff the details and till buttons of the residential mailer and the business-to-business privilege card drop. See Managers Guide for details.
Ensure that all Managers, front of house staff and your hospitality team are familiar with the timing and mechanics of both the residential mailer and the business-to-business privilege cards. Ensure that your team is aware of which till buttons to use and have seen the examples of the mailer and privilege card. See your Instore or Drive-thru Managers Guide for further details. Ensure your team is ready to deliver a great experience to the new customers encouraged into your restaurant by the changes.

CoMMUnICaTIonS

Check your improved environmental plans are working

Take 10 minutes to make a further check on the Action Plan from your environmental audit, to ensure that you truly are delivering on your commitment to your local community and that you are a good neighbour. oPERaTIonS

Review Drive-thru target achievement

Review Drive-thru target achievement and communicate the results to the team ensure that you focus on the improvement and reward accordingly. Re-evaluate the targets, keeping focus on the key performance indicators order taking time, TTL and LT2 on the PC POS report.

Review cleaning schedule

Review the cleaning schedule and make any amendments that are necessary as a result of changes to the layout of the restaurant, or new materials that need cleaning.

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imaging

4 Weeks Post Re-Image

PEoPlE TaSk: Update all staff via McTime on the post Re-Image results WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION:

Week Beginning:

REVIEWED BY BM: PEoPlE

TaSk: Review SFG figures and if necessary update ORS for further hiring WHO: RESOURCES: COMPLETION DATE: NOTES: SIGN ON COMPLETION: REVIEWED BY BM:

4 Weeks Post Re-Image

PEoPlE

Update all staff via McTime on the post Re-Image results.

Keeping your Crew up-to-date and in the loop with regards to the success of your Re-Image will instill a greater sense of pride in what you have all achieved. Remember to use this opportunity to thank all for their efforts.

Review SFG figures and if necessary update ORS for further hiring.
After the opening, the increase in sales may require you to look again at your current staff numbers. If there is a hiring need refer back to the ORS and update your requisitions to continue to hire.

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Congratulations on the completion of your Re-Imaging Workbook.

By completing the workbook you will have developed a solid platform from which to re-launch your new-look restaurant, delivering outstanding levels of Quality, Service, Cleanliness and Value to your customers. It has been a journey of learning and planning for your whole team. Well done and remember to recognise the whole team for their efforts in making your restaurant truly successful.

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appendices

Training action Plan

Franchisee: Consultant: Restaurant: Date: audit Result:

Objective 1: Action Person(s) Accountable End Date Completion Date Measurement

Objective 2: Action Person(s) Accountable End Date Completion Date Measurement

Objective 3: Action Person(s) Accountable End Date Completion Date Measurement

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Pre-open Checklist
Check

Date:
4 or 8

Fire Fire extinguishers replaced and on brackets with correct signs Fire equipment and fire exit route signage in place Fire instruction notices in place (complete with assembly point) All call points and test key slots accessible and Fire Instruction notice completed nearby All fire alarm sounders are operational Emergency lights test complete and lights working All fire doors fitted correctly with all doors closing Review the restaurants Local Risk Assessment Workbook and make any relevant amendments. Any changes should be signed and dated Toilets Water hand hot only Finger protectors in place on self-closing doors All customer signage in place Toilet roll holders in place and stocked Cleaning instructions for Urimat urinals available Hinged and fixed support bar securely fitted in accessible toilet Baby change unit in place, straps in good condition, liners stocked Dining area and outside Pedestrian signage in correct place New menu boards secure Entrance matting in place Thumb turn lock fitted if required (to front doors) Correct entrance door signage in place (including No Smoking and CCTV) Socket safety covers fitted Any new high chairs have high chair stickers (from PROMPT) Dining area displays any current rules posters; Did You Know board stocked, RMHC communication and all Happy Meal merchandising All chemicals are Kay Chemicals and not accessible by children Check stock levels (straws, napkins etc) and ensure all dining area employees are aware of storage areas (these may have changed during the Re-Image) All POP materials are correct (see Re-Imaging 10-minute checklist) Crew Room Crew Room PC working Crew notice boards refreshed and up-to-date CDP poster and CDP materials in place Crew training record/log displayed; station flyers available in Crew room; current Action Plan & training schedule posted Check all legal posters are in place (see attached list) Back-ups All dining area cleaning equipment (mop, buckets, etc) clean and in good condition Mops, dry mops and warning signs available Clean high visibility clothing available Needle disposal kit available Communication Boards Next 2 weeks Crew schedules posted Current ROIP Action Plan posted Most recent NABIT communication in place For Drive-thrus - SIDT Action Plan, Drive-thru targets and relevant COD training materials displayed Employees Ensure you have a Hospitality Ambassador/Manager scheduled for opening day who will be able to solicit and take comments from customers Review Shift Preparation Tool (floor plan) and Crew positioning. For opening day, put Aces in their Places Ensure all employee appearance is acceptable (correct uniform, badges, shoes, neat hair and no jewellery) Management Tasks Alarm in full working order Next 4 weeks Managers schedules posted CCTV cameras are positioned appropriately

Notes: Completed by:

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People Posters
legal and Fundamental posters required in every Crew room

HR at a glance Poster Sent Automatically contact HR Helpline

Certificate of Employers Liability insurance Available via Intranet

Performance guidelines Pay Rates Poster Available via Intranet

4
People Promise Available via Intranet

Stakeholder Pension Poster Available via Intranet

Benefits Poster Available via Intranet

mcTime Poster Will be sent automatically, any questions e-mail loungemaster@ourlounge.co.uk

Our Lounge Poster Contact HR Reputation Team or loungemaster@ ourlounge.com

9
guide to Discipline Available via Intranet

10
Streams of Discipline Available via Intranet

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11

gaPbuster Winners Poster Sent via Operations Update Available via Intranet > Operations Support

12

Restaurant Policies Poster Available via Intranet

13

Your Viewpoint Director of Operations Commitments Available via Intranet

14

Your Viewpoint action Plan Poster Sent automatically Available via Intranet

15

Employee Value Proposition Available via Intranet

16

HR Helpline Available via Intranet Under development

17 - CDP Road Map Poster Contact Nick Jelly, Market Index, email address available on Global Address Book. 34 + P&P 18 - Employee of the Month Order plaques from BTC Group, email address available on Global address book. Approx 45 + p&p

Best Practice Posters proven to have positive results in specific areas

17

Recognition Template Available via Intranet

18

Crew Update Template Sent via Operations Update

19

mcPassport E-mail hria@uk.mcd.com

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Re-Imaging 10 Minute Checklist

Please use this checklist to ensure your restaurant has the correct POP materials displayed for your launch day

Front Counter
All Translites are in good condition and reflect current POP Blueprints Coffee Machine sticker in good condition McFlurry machine sticker & canister stickers are in good condition Hot chocolate sticker in good condition Apple Pie Merchandiser Translite Muffin units are clean, stocked and display the current Sweet Snacking cabinet decals and show card topper Till toppers are in good condition and as per the current blueprints RMHC boxes are in good condition and stocked with current leaflets

yes

no

action

order replacements from linney PoP 0870 240 3034

For boxes contact Sian Hanson 020 8700 7331 For leaflets contact linney PoP

Dining area
Window posters are displayed in all available DT window slats or within your window All Door Decals displayed - WiFi, Student, Cashless, No Smoking, Opening Times, Push & Pull Happy Meal display unit displaying current premiums Did You Know Boards up to date and fully Stocked Happy Meal Activation Kit is current Keeko Board stocked with current pads and in good state of repair RMHC Money Spinner is in good state of repair

yes

no

action
order replacements from linney PoP 0870 240 3034. For Push/ Pull signs and no Smoking, contact Recognition Express 0844 800 4265 Refer to Intranet > Reference library > Poster library Refer to Intranet > kids and families Contact Sian Hanson 020 8700 7331

Drive-thru
All Translites and Price Menu Boards are in good Condition and reflect current POP Blueprints Ensure DT Windows are clean, uncluttered and Till Topper present Cashless stack decals and Drive-thru sign is displayed Ensure all Drive-thru signage is clean, clear and in a good state of repair; including, lamp-post signs, entrance signs and all Perspex. Triple sided should include silver insert unless you operated from Extended Hours COD displaying current promotional images

yes

no

action
order replacements from linney PoP 0870 240 3034

For DT hardware and silver insert contact Butterfield Signs 01274 722 244 For lamp-post signs contact linney PoP Email Marketing Helpdesk Uk

outside
All contractor banners and signage have been removed Drive-thru: Maximum of 3 banners displayed as per the POP Blueprints (displayed within frames) Drive-thru: Only displaying current lamp-post foamex signs (remove all others)
For Extended Hours PoP information please refer to Intranet> operations Support > Extended Hours Support

yes

no

action
order replacements from linney PoP 0870 240 3034

For further information please contact the Marketing Helpline on 0208 700 7859

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APPENDIX COMMS1
Decision-maker or stakeholder What they do MPs can represent your views to central Government. They focus on the 'bigger picture' - broader issues, regulation and campaigning on behalf of the entire area. They often have good links with local papers. How it can affect your business

Rural areas: farming issues (promoting British produce: did they know we are a customer to 17,000 UK farms and source all of our beef, milk and freerange eggs from the UK?). Inner cities: issues about training young people (our lounge: did they know we offer GCSEMP equivalent qualifications to our staff, and that 8/10 managers started as crew...tell them your story!). You are a key local employer and your staff are voters: your MP should be interested in what you have to say. They are also an opinion leader in the local area. Councillors are elected for The Cabinet member fixed terms and are given has a great deal of say specific 'portfolios' (areas of over the future responsibility) or head direction of committees which look after development in your these areas. area. What do you Regeneration/business want to see in the portfolios include areas such future of your town? Councillors with as local competitiveness and What is a bar to our Councillors responsibility for infrastructure: for example, growth? Again, the regeneration/business town centre regeneration Cabinet member will meet a large number of local decision makers, so any positive messages about our food and us as an employer could spread across a wide audience.

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Local ward member

Each Ward has a number of Councillors (often three). They are all equal and you can approach any about an issue, although the Council's ruling party (e.g. Labour, Conservative or Lib Dem whoever is in overall control) will typically have more influence. They will be interested in specific issues: antisocial behaviour, access, planning etc

Local Authority

Officers (paid civil servants) are responsible for the dayto-day implementation of the Councillor's decisions, so they have more technical knowledge and generally Directors and senior have been doing the job for council staff longer. They may give more (regeneration, realistic advice but are less economic development likely to 'campaign' for you. etc)

Park rangers, street wardens

There are two key reasons for speaking to counterparts in other stores (eg a local Marks and Spencer): 1. Stand together on a Local store managers local issue when speaking to the council etc. 2. Get them Town Centre talking about your new store - build word of mouth. Business Improvement These are issueDistricts, Town Centre Safety focussed groups: Town Centre Partnerships and other making the local Partnerships groups are set up for a business district specific purpose and involve cleaner and safer.

Your council might have paid street wardens or park rangers who could be involved in Just Bin It or help with other environmental issues. Managers of large local stores could be useful opinion formers and allies in dealing with any local issues.

This is an opportunity to discuss the nutsand-bolts. If you have local issues and problems, your ward member is elected to help you sort them out. Are there youths congregating near your store because there isn't anything for them to do? This is the sort of area where your councillor could help. They are not elected to oversee the Police, but can sometimes link in to them, especially about Antisocial behaviour. A face-to-face briefing with a council director would probably be most useful when you have a specific issue in mind, for example if you know there is a major local project underway and you need to know how it affects your business. Economic Development departments are there to serve local businesses like you. Get street wardens and park rangers involved in your next Just Bin It event.

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local businesses working Some are free to join together to meet local needs. but others do involve a financial commitment.

Local Press

Media

Positive coverage in the local media is worth its weight in gold. Good working relationships with the media don't come easily. Buying advertising space doesn't help build a relationship - but offering interesting and different ways working together can. Examples include football, exclusive promotions, judging events and different/novel angles on stories.

Local Radio

Police and Fire authorities

Police and Fire authorities help protect your business; they are also a critical stumbling block for a number of Extended Hours applications.

Business groups

CBI

If you would like to join local opinion formers in shaping the debate on business, groups such as the CBI provide this forum.

Football

McDonald's has a great story to tell about football and you can link to this through grassroots coaching and sponsorship opportunities including heavily discounted branded football kit. See the Football Activation Manual for details.

People stories sell papers. Long-serving staff, achievement ('local boy done good' type stories) and anything unusual will be of interest. Speak to the Communications team for advice and ideas. Radio is the ideal medium for promotional offers. Can you have an "unplanned" phone call from a radio DJ asking for free food for the first customer to come to the store etc? Approach them with your marketing ideas, or send them some food! Co-operate with Police and Fire initiatives to jointly tackle local issues (Boy Racers, Antisocial behaviour etc). By working together you will build a strong relationship. A long-term investment in building business relations. Think about what benefit you would get by investing your time: do you want to shape business in your area? This is the forum. Local groups with children at the grassroots puts something back to the community and raises your profile. The key themes are active lifestyles and the importance of sport.

Select your top three decision-makers / stakeholders and decide when, and how, you are going to meet them. For advice, contact your RCO.

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Stakeholder

Contact made?

What you w ill do

By When

Discussion Guide When you meet your guest, with your Operations Consultant/Franchisee, you may want to:

Introduce yourself, tell the story of your career and what makes you proud to work at McDonalds Ask questions about them Discuss the local community; ask questions to find out their concerns and interests Respond with any ideas or thoughts on how you could work together to improve local life Agree next steps

Before the visit: Complete a tour of the entire restaurant to ensure optimum quality, service and cleanliness for the day Remember that during the meeting, you may show the stakeholder the Crew Room and so you need to ensure that the Crew Room and facilities, including changing and toilet facilities, are in a good condition Think like a visitor read all signs and notices on notice boards and in the back-up areas. Are they professionally written and produced. If the answer is no, please remove them

Checklist Immediately prior to a Restaurant Tour: Brief all staff on the shift about the visit Check use-by dates on all products Complete full Travel Path and visually check quality, service and cleanliness on the day Ensure all Crew and Managers strictly adhere to our uniform policy including long hair tied back, hairnets worn, no jewellery, clean hats and aprons, badges in place Reserve area on dining room for guests Have disposable aprons and hairnets ready for use

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Hygiene & Safety

all restaurants should have the following posters
All posters are available from PROMPT, except where indicated

Hazard Reporting Book

inspection Enforcement Poster Available via Intranet

3
Delivery Procedure Poster

4
Hygiene & Safety information Poster

manual handling poster

Restricted access

automatic Door Signs

Toilet Plaques

no Smoking Signs

10

Health & Safety Law Poster

nB: Separate sign required for Scottish restaurants. Please contact your Hygiene & Safety advisor

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Growth Tracking
This Weeks Targets Sales growth GC growth DT sales growth DT car count

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Week Beginning:

Last Week

Sales growth

GC growth

DT sales growth

DT car count

Peak Hours
+/Last Year This Year +/Last Year This Year +/-

Monday
Last Year This Year

Tuesday

Wednesday

Thursday

Friday
+/-

Saturday
Last Year This Year +/-

Sunday
Last Year This Year +/-

Last Year This Year

+/-

Last Year This Year

Min HHOT Usage

Breakfast 8-11 Lunch 12-3 Dinner 5-8 Breakfast 8-11 Lunch 12-3 Dinner 5-8 Breakfast 8-11

Lunch 12-3

Dinner 5-8

Breakfast 8-11

Lunch 12-3

Dinner 5-8

Breakfast 8-11

Lunch 12-3

Dinner 5-8

Breakfast 8-11

Lunch 12-3

Dinner 5-8

Breakfast 8-11

Lunch 12-3

Dinner 5-8

Set Targets

Communicate Targets

Celebrate Results
Drive-thru Team Manager Front Counter Team Manager Record Front Counter Sales No/ Date Lane Growth Peak Hour Car Growth MTD Results

Record Drive-thru Hours

No/ Transcount Sales

Date

Cars

Sales

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 2009 McDonalds. 170577. The Golden Arches logo and im lovin it are trademarks of McDonalds Corporation and its affiliates.