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  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/2010

    Guide to High Performing Drive-Thrus

    Many of the large QSR chains generate more than 50% of their revenues through the Drive- Thru. Drive-Thru lanes are becoming as important as the inside dining room. You should strive to make your lane just as appealing and efficient as the indoor dining room so that your on-the-go customers have a great experience.

    The following is a construction and operations reference guide regarding how to create and maintain a successful Drive-Thru area at your SUBWAY restaurant. The information is organized into the following topics:

    SECTION A: PRE-CONSTRUCTION Site Analysis / Area Feasibility Lease Requirements Space

    SECTION B: CONSTRUCTION Equipment: Required & Optional (Recommended) Drive-Thru Equipment List: At a Glance Vendors Sample Floor Plans Construction Items to Consider Required Equipment Specifications Optional Equipment Specifications

    SECTION C: OPERATIONS Overview Peak Hours Staffing Hours of Operation POS Cleaning and Maintenance Taking an Order Drive-Thru Service Counter Marketing Prompts Chart Drive Thru Communications Pattern Chart Drive-Thru Sandwich Artist Positioning Guidelines Chart for Peak Hours Drive-Thru Sandwich Artist Responsibilities Chart Drive-Thru Peak Hours Speed of Service and Average Check Calculators Additional Marketing Tools for a Drive-Thru

    Special thanks to the Alberta & British Columbia Development office for assisting us in the development of this guide.

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 2

    SECTION A: PRE-CONSTRUCTION PHASE

    SITE ANALYSIS / AREA FEASIBILITY Keep in mind that not all locations are appropriate to incorporate a Drive-Thru. Research your area thoroughly by working with a real estate broker in the area.

    Conduct a feasibility assessment of the site and surrounding area: Demographics of area What is the average age of people in the area? Traffic Patterns

    What is the average daily traffic count on neighboring streets? Would there be any physical barriers for incorporating a drive-thru at the

    location (e.g., islands)? How is the accessibility into and out of the drive-thru? Will a customer have to drive around the block or make a quick U-turn to access the

    entrance? If so, will you need extra signage to make the route clear? Are there any schools, hospitals or office buildings nearby? Is there enough space around the restaurant to accommodate a pass-through lane for

    cars that dont want to use the drive-thru lane? Is there enough space around the restaurant to incorporate an area for delivery or

    service vehicles so that a vehicle parked near your back door would not block the drive-thru lane?

    Will there be enough room for regular customers to park with the addition of a drive-thru lane?

    Will the drive- thru lane be long enough to accommodate at least 4 -5 cars in line (from point of order to pick-up window) without interfering with traffic or pedestrians?

    Competitor Drive-Thrus: Research the number of fast food competitors with drive-thru lanes around your

    proposed location. If other restaurants have drive-thrus, it may indicate that people in the area frequent them.

    Observe competitor drive-thru activity during the week and weekends (during different dayparts) to get a better understanding of the population base and traffic patterns. This will help determine your locations capacity for business on various days of the week and various times of the day.

    Characteristics of a Good Drive-Thru location

    1. Free standing building 2. End cap location 3. High visibility (both location and

    signage) 4. High traffic count 5. Strong demographics 6. Readily accessible drive-thru lane 7. Busy shopping center 8. High energy level 9. Sufficient space to have at least 4 to 5

    cars in the drive-thru lane from the point of order to the point of sale this is called stacking space.

    10. Comfortable work area for drive-thru employees. Location either features the payment window on the north side of a building, or has tinted glass in the payment window, or has an awning installed over the payment window.

    For more guidelines on finding and analyzing locations, please refer to your Chapter 1 of your Operations Manual.

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 3

    LEASE REQUIREMENTS: ITEMS TO CONSIDER What is the maximum amount of signage you can have? Signage can include pylon signs,

    monument signs, bowtie signs on the building (front and sides), reader boards and directional signage.

    Will the landlord allow or provide painted line striping to help direct cars through the drive-thru? Line striping will be required for all new drive-thru lanes as of January 1, 2011.

    Find out if the landlord will take care of basic maintenance such as snow removal and landscaping for the drive-thru area.

    LEASE REQUIREMENTS: SPACE Careful consideration must be given to all aspects regarding your restaurants physical layout and any local requirements or restrictions.

    Interior Space Needed Allow for approximately 145 square feet of interior space for the drive-thru.

    Exterior Space Needed On average, approximately 1,300 1,800 square feet is required for drive-thru locations depending on the anticipated volume and dimensions of the premises. Adequate space for parking and cars waiting in line is needed. We recommend that the drive-thru be able to have 4 - 5 cars in line from the order point to the pick up window without having parking spaces blocked or cards spilling into the street.

    DID YOU KNOW THAT EXTERIOR SIGNAGE... ...Helps inform first-time customers about your drive-thru lane and can guide them through it. ...Generates over 50% of the awareness for your drive-thru lane. ...Must be easy-to-read from a distance because motorists only have 2-3 seconds to read it.

    DID YOU KNOW... Adding a drive-thru to a location can increase the value of the property. Because of this, landlords may agree to adequately prepare a site to accommodate a drive-thru location. Ask yours if they would be willing to provide:

    Line Striping Payment Window Conduits to facilitate the wiring for underground magnetic loops (these loops trigger an

    audio communication system and a timing system) Menuboard Speaker Post Payment Window

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 4

    SECTION B: CONSTRUCTION

    EQUIPMENT CHECKLIST REQUIRED ITEMS (INTERIOR)

    Proposed Date of Compliance

    INTERIOR Current Requirement 2010

    Requirement New

    Stores Existing Stores Item COST Basic

    Sandwich Unit Yes: 4' unit

    (122cm) - 3 wells required

    minimum required 5' unit $2617 w/out Day cover and $3,353 with

    Day cover 1/1/2011

    Dcor change

    after 4/1/11

    $2,617 $2,617

    Tabletop food warmer or built-in hotwell

    Yes Required 1/1/2011 Dcor

    change after

    4/1/11 $130 $130

    Wrap and POS Station Yes

    Required. Under Counter Refrigeration can provide surface

    area for this. 1/1/2011

    Dcor change

    after 4/1/11

    $ -

    POS System Yes Required 1/1/2011 Dcor

    change after

    4/1/11 $3,000 $3,000

    Beverage Dispenser and beverage counter

    Yes Required 1/1/2011 Dcor

    change after

    4/1/11 $4,500 $4,500

    Counter Organizer Not mentioned Required 1/1/2011

    Dcor change

    after 4/1/11

    $20 $20

    Cupholders (Black Wire Organizer)

    Yes Required 1/1/2011 Dcor

    change after

    4/1/11 $20 $20

    Speed Oven Yes: "Shared w/front"

    Electrical wiring Required / Oven

    Required if Units / Peak HR >125

    1/1/2011 Dcor

    change after

    4/1/11 $4,540 $ -

    Salted Snack Merchandiser (Chip Rack)

    Yes: "Shared w/front" Required 1/1/2011

    Dcor change

    after 4/1/11

    NA $ -

    Cookie Station/Display

    Yes: "Shared w/front" Required 1/1/2011

    Dcor change

    after 4/1/11

    $128.22 w/riser

    $84.21 w/o riser

    $84

    Credit Card reader Not mentioned

    Required, if not currently on POS. 1/1/2011

    Dcor change

    after 4/1/11

    $350.00 $350

    Ice Bin (if not housed within Beverage Dispenser)

    Not mentioned Change to Required if

    one is not already housed within the

    Beverage Dispenser 1/1/2011

    Dcor change

    after 4/1/11

    $400 - $500 $ -

    Airpots for Coffee Not mentioned Required 1/1/2011 Dcor

    change after

    4/1/11 $28.45 each $57

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 5

    Tea Dispenser Not mentioned Required 1/1/2011 Dcor

    change after

    4/1/11

    $107.53 each $107

    Backcounter Refrigeration Not mentioned

    Required, and used as a POS and wrap station 1/1/2011

    Dcor change

    after 4/1/11

    $1,533 (4' unit) $1,533

    Hours of Operation sign for Payment Window

    Yes: Optional Required 1/1/2011 Dcor

    change after

    4/1/11 $10 $10

    Interior Required $12,448

    RECOMMENDED ITEMS (INTERIOR)

    INTERIOR Proposed Recommendation New Stores Existing Stores Item COST Recommended

    Coin Dispenser Not mentioned Recommended

    $795 (1 canister) $795

    GO (Order Staging Area) Mat Not mentioned Recommended

    $10 $10

    Order-Taking POS Not mentioned Recommended

    $3,000 $3,000

    Kitchen Display System Not mentioned

    Recommended until 7/1/11, Then required if new POS available

    7/1/2011 Dcor

    change after 7/1/11 if new POS

    $875 per Erik $875

    Ice Bin (if not housed within Beverage Dispenser)

    Not mentioned

    Recommended if already housed

    within the Beverage Dispenser

    $400 - $500 $450

    Bottled Beverage Cooler* / Table top unit

    Yes: "Shared w/front"

    Separate Cooler or Under counter Refrig Space

    Required $703 $703

    Enclosed Bread Cabinet

    Yes: "Shared w/front" Recommended

    $498 Full $291 Half $291

    Speed Oven Yes: "Shared w/front"

    Electrical wiring Required / Oven required if Units /

    Peak HR >125 $4,540 $4,540

    Back counter and/or work tables*

    Yes: "Shared w/front" Recommended $ -

    hand sink* Yes: "Shared w/front" Recommended $ -

    Safe* Yes: "Shared w/front" Recommended $ -

    Interior Recommended $ 10,664

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 6

    EQUIPMENT CHECKLIST REQUIRED ITEMS (EXTERIOR)

    Proposed Date of Compliance

    EXTERIOR Current Requirement Proposed

    Requirement New

    Stores Existing Stores COST Basic

    Building signage or Drive Thru

    Open LED Sign Optional

    Required building sign if allowed, otherwise LED Drive Thru Open sign.

    1/1/2011 Dcor

    change after 4/1/11

    Bowtie: $563 $294

    $400

    Drive-Thru Pole Sign Optional

    Required If location allows (per landlord and

    local ordinances) 1/1/2011

    Dcor change after

    4/1/11 $563 each side /

    $1126 if 2

    Readerboard sign Not mentioned

    If location is allowed to have a readerboard on

    their pole sign, the readerboard should feature a Drive Thru message if one is not already present on the pole sign or building.

    1/1/2011 Dcor

    change after 4/1/11

    $1,700 each side $1,500

    Directional Signage

    Yes: Minimum of 3 directional signs already required.

    Requirement for 2 signs 1/1/2011 Dcor

    change after 4/1/11

    $598 each $1,196

    Line Striping Not mentioned Required if allowed. 1/1/2011 Dcor

    change after 4/1/11

    TBD locally $500

    Menuboard

    Yes: 4 Panel Menuboard

    currently required. (additional 2-panel

    optional)

    Required for new stores. 6-Panels or a 4-panel +

    2-panel extender or presell

    1/1/2011

    Minimum 4 panel with

    Dcor change after

    4/1/11

    6P: $2,035 4P: $1,456 2P: $1,072

    2P Extender: $810

    $2,035

    Exterior Housing for Speaker

    Communications System

    Yes: Having an exterior speaker

    system is required. Housing options not mentioned.

    Intercom system available.

    Speaker System must be housed within the main menuboard, an Order

    Confirmation Board or a speaker post.

    Removing intercom option.

    1/1/2011 Dcor

    change after 4/1/11

    Speaker Post: $321 $321

    Speaker Communications

    System / Intercom

    Ordering System Upgrade

    Listed as an option. Wireless Headset required 1/1/2011

    Dcor change after

    4/1/11

    3M XT-1 system: $ 4,400.

    $4,400

    Underground Loop (at

    menuboard that can trigger audio

    and timing systems)

    Mentioned as part of speaker

    communications system.

    Required 1/1/2011 Dcor

    change after 4/1/11

    part of communications

    installation $ -

    Payment Window Not mentioned Required 1/1/2011 Dcor

    change after 4/1/11

    2000 $2,000

    Exterior Required $12,352

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 7

    RECOMMENDED ITEMS (EXTERIOR)

    Exterior Proposed Recommendation New Stores Existing Stores Item COST Recommended

    Timing System Not mentioned Recommended $1,750 $1,750

    Clearance Bar Not mentioned Recommended $170 $170

    Canopy for menuboard area

    Not mentioned Recommended $1,450 $1,450

    Menuboard extenders (additional advertising space)

    Not mentioned Recommended $810 $810

    Order Confirmation Board Optional Recommended $5,195 $5,195

    Wall Posters or Viewing Window

    Not mentioned Recommended $250 $250

    Credit Card Reader

    Not mentioned TBD TBD TBD TBD $ -

    Convex Mirror Not mentioned Recommended TBD locally $ -

    Awning for payment area Optional Recommended 1,038 $1,038

    Exterior Recommended $10,663

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 8

    SUMMARY ROI CALCULATIONS

    Exterior and Interior Basic

    Required

    Basic Basic Required

    Cost w/ 5% cushion

    DT FS Inc. wks

    inc. profit ROI

    $24,800 $26,040.00 483 52 $25,116

    1.03679 Years 54 weeks

    Exterior and Interior

    Recommended Upscale

    Recommended Recommended

    Cost w/ 5% cushion

    DT FS Inc. wks

    inc. profit

    ROI

    $46,127 $48,433.35 483 52 $25,116

    1.92839 Years 100 weeks

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 9

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    DRIVE-THRU EQUIPMENT LIST AT A GLANCE

    ITEM MANUFACTURER

    x AUDIO COMMUNICATIONS SYSTEM x x 3M XT-1 Digital Wireless Audio Communications system, 4 headsets

    x AWNING (for payment window area) x Everbrite details pending

    BACK COUNTER REFRIGERATION

    PENDING

    x BEVERAGE DISPENSER FOUNTAIN DRINKS (8 valves recommended) x x x Fountain dispenser with ice dispensing unit (available from beverage supplier)

    x BOLLARDS x Cement or metal posts embedded in ground as needed to protect equipment and building

    x BOTTLED BEVERAGE COOLER x x True Manufacturing GEM-7 single door counter top model, 40 x 24 x 27 (102 cm x 61 cm x 69 cm) x x True Manufacturing GDM-33 CPT unit (60 high)

    x BREAD CABINET X X x Lockwood CA72-18CCD backline bread cabinet, 22 x 29 3/8 x 72 (58 cm x 75 cm x 183 cm) enclosed rack; left or right hinge x x x NuVu HW2 backline bread cabinet, 21 1/2: x 29 x 70 (55 cm x 74 cm x 180 cm); enclosed rack; left or right hinge x x x Lockwood Bumper Kits; four corner bumpers per kit

    x CANOPY (for menuboard order area) x Everbrite size customized for location needs

    x CABLE LOCK (for bottle beverage cooler) x Sub-Technologies; 4 6 or 10 (122 cm, 183 cm, or 305 cm); changeable combination

    x CLEARANCE BAR x Everbrite size customized for location needs

    x COIN DISPENSER x Telequip T-Flex Transact 2+

    x CONVEX MIRROR (for exterior) x Mount on building to promote safety of pedestrians and drivers

    x CUP DISPENSERS x x Duke cup dispensers; small or large; horizontal or vertical

    x DISPLAY CASE BAKED GOODS / COOKIES x x Advanced Display curved case with drawers, napkin holder and specialty bag holder

    x x Nemco Display case with drawers, napkin holder and specialty bag holder

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 10

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    DRIVE-THRU EQUIPMENT LIST AT A GLANCE

    ITEM MANUFACTURER

    x EXTERIOR HOUSING FOR AUDIO COMMUNICATIONS SYSTEM x x Everbrite Speaker Post; required if audio system is not housed within the menuboard or Order Confirmation Board

    x HEADSET / AUDIO COMMUNICATIONS SYSTEM x Wireless Communications System; 4 headsets recommended

    x x 3M XT-1 Wireless Digital Audio Communications System

    x ICE BIN (required if not housed within the Beverage Dispenser) x x x Ice-O-Matic storage bin; 22 (56 cm); 310 lb. (141 kg) capacity x x x Manitowoc storage bin; 22 (56 cm); 310 lb. (141 kg) capacity; 30 (76 cm), 290 lb. (132 kg) capacity x x x Chemco InhibitorTM slime and mold control device

    x KITCHEN DISPLAY SYSTEM (KDS) x Details Pending

    x LINE STRIPING x As needed to designate drive-thru lane

    x MENUBOARD (Exterior) x Everbrite; 6, 4, or 2 panel sets main menuboard

    x x Everbrite; 2 panel set pres-ell menuboard

    x MICROWAVE OVEN (1200 watt, commercial grade required) x x x Amana RFS12SW2B (pre-programmed), 1200 watt x x x Sharp R-22GT (pre-programmed), 1200 watt

    x ORDER CONFIRMATION BOARD x x Delphi Display Systems, Series 9000

    x x HyperActive Technologies, HyperView

    x PAYMENT WINDOW x x QuikServ, various models

    x x Ready Access, various models

    x POINT-OF-SALE SYSTEM

    Current approved vendors and models are listed within Operations Manual

    x SALTED SNACK MERCHANDISER (Chip Rack) x Frito-Lay

    x SANDWICH UNIT x Duke 5 Counter, with or without daycover. If no daycover, then black Cambo pans with clear lids must be used.

    x Duke Tabletop food warmer or built-in hotwell.

    x SPEED OVEN x x x TurboChef D6 speed oven with paddle and 2 baskets

    x x x Merrychef 402S speed oven with paddle and 2 baskets

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 11

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    DRIVE-THRU EQUIPMENT LIST AT A GLANCE

    ITEM MANUFACTURER

    x SIGNAGE

    You must display a Drive-Thru message on as much exterior signage as allowed by your lease. This includes:

    x x HIGHWAY SIGNS: Lyle Signs see Operations Manual for model choices and details.

    x x POLE SIGNS: Everbrite bowtie signs, set of 2 for back to back mounting

    x x DIRECTIONAL SIGNS: Everbrite, 3 required; various designs available

    x x BUILDING SIGNS: Everbrite bowtie signs

    x x DRIVE THRU OPEN LED SIGN: CM Global

    x TIMING SYSTEM x x Phase Research Fast Track 2+2 system

    x x HyperActive Technologies QTimer system

    x MISCELLANEOUS

    All items needed to properly serve fountain beverages, coffee and FUZE tea including airpots and lid dispensers.

    Wrap and POS station

    A Drive-Thru Hours of Operation sign for the payment window area

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 12

    VENDORS

    AUDIO COMMUNICATIONS SYSTEMS 3M Building & Commercial Services Division Building 233-2N-21 St. Paul, MN 55144-1000 Ph. 800-328-0033 Account Representative:

    Lillia Taschuk Tel. (704) 281-9065

    Email: [email protected] www.3m.com/xt1 MODEL: XT-1 Digital Audio System - Recommended

    HM Electronics, Inc. (HME) 6675 Mesa Ridge Road San Diego, CA 92121 Ph. 800-848-4468 http://www.hme.com/CommunicationSystems.cfm MODEL: Wireless IQ Digital Drive-Thru System 6000

    Panasonic 5201 Tollview Drive Rolling Meadows, IL 60008 Toll-free 877.726.2767 http://www.panasonic.com/business/pos/drive-thru.asp

    DRIVE THRU OPEN LED SIGN CM Global 1201 N. Fourth St. Watertown, WI 53098 Phone: (877) 261-1000 Website: www.cmblo.com

    ORDER CONFIRMATION BOARDS Delphi Displays Systems 485 E. 17th Street, Suite 400 Costa Mesa, California, 92627 Contact: Co Tang - Director of Sales Delphi Display Systems Office 800-456-0060 ext. 3478 Direct 714-825-3478 Cell 949-533-1569 Fax 714-825-3479 Website: www.delphidisplay.com Model: Series 9000

    HyperActive Technologies Foster Plaza 8, 4th Floor 730 Holiday Drive Pittsburgh, PA 15220 Contact: Jennifer Barconi Phone: (412) 953-2365 Website: www.gohyper.com Model: HyperView

    PAYMENT WINDOWS QuikServ Corp. P.O. Box 40466 Houston, TX 77240 800-388-8307 www.quikserv.com

    Ready Access 1815 Arthur Drive West Chicago, IL 60185 630-876-7766 www.ready-access.com

    SIGNAGE, MENUBOARDS, AWNINGS, CANOPIES Everbrite 4949 South 110th St. PO Box 20020 Greenfield, WI, USA 53220-0020 Phone: (414) 529-3500 or 414-529-8691 Website: www.everbrite.com

    SPEAKER POSTS Everbrite 4949 South 110th St. PO Box 20020 Greenfield, WI, USA 53220-0020 Phone: (414) 529-3500 or 414-529-8691 Website: www.everbrite.com

    TIMING SYSTEMS HyperActive Technologies Foster Plaza 8, 4th Floor 730 Holiday Drive Pittsburgh, PA 15220 Contact: Jennifer Barconi Phone: (412) 953-2365 Website: www.gohyper.com MODEL: Q-TIMER

    Phase Research / Fast Track 2+2 Drive-Thru Timer 3500 W. Moore Avenue, Suite M Santa Ana, CA 92704, USA Contact: Mike Pierce, Sr. Marketing Specialist Phone: (714) 850-1320 ext. 242 Email: [email protected] Website: www.fasttracktimer.com MODEL: Fast Track 2+2 timer

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 13

    SAMPLE FLOOR PLANS

    End-Cap Locations The Store Design Department will design your Drive-Thru area for maximum efficiency. Below is a layout for a typical End-Cap location. In the layout below, the core elements required for the Drive-Thru area are laid out parallel to the front sandwich line.

    The core elements for a drive-thru can also be laid out perpendicularly in an L shape to the front sandwich line, as shown below.

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 14

    Free Standing Location If a Drive-Thru is part of a new construction, the area can also be designed as an alcove to the building. Note that all core equipment must still be featured in order make the Drive-Thru operate efficiently as a stand-alone area.

    DID YOU KNOW...

    During off-peak times, the sandwich area of a Drive-Thru location can also be used to process catering orders.

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 15

    CONSTRUCTION ITEMS TO CONSIDER You must purchase equipment from an approved vendor, if one is specified. If you plan on installing a canopy over the ordering area or an awning over the payment area,

    consider installing a clearance bar at the start of your drive-thru lane so that tall vehicles do not damage these structures.

    For your audio communications system, make sure your underground magnetic sensor is properly positioned in the pavement (approximately 2) so that the alert can be triggered when the customers vehicle approaches. Professional audio installers will do this for you. Having a speaker/microphone system installed at the point of order (the menuboard area) will be required for all new drive-thru lanes as of January 1, 2011. Intercom systems, where customers talk to the Sandwich Artist through a window as their sandwiches are made, will no longer be allowed.

    The pad covering your underground magnetic sensor will be exposed to fluids dripping from cars as customers place their orders. Make sure this pad is made of poured concrete, not asphalt. Cement holds up better under these conditions so your loops will last longer.

    Aim to reduce clutter in the menuboard area. Although the external speaker/microphone system has been traditionally housed within speaker posts (shown below), a system can also be housed within the menuboard (if it is positioned close enough to vehicles), or within an Order Confirmation Board (OCB).

    Use painted line striping to promote correct traffic flow through your drive-thru lane. Line striping will be required for all new drive-thru lanes as of January 1, 2011.

    Ask your general contractor about installing bollards as needed; these are large concrete or metal posts that can help protect sensitive equipment and the building from careless drivers.

    Although you may not be planning to initially install a timing system for your drive-thru, you should consider installing a second pre-fabricated loop (magnetic sensor) at the payment window before the concrete is poured. This will result in considerable savings in labor and materials and avoid the need for concrete cutting on a new drive-thru lane -- should you ever decide to install a timing system later on.

    The drive-thru payment window can either be a window installed flush to the building or added as an alcove to the building. The type you select will depend on the physical layout of the building as well as any local restrictions on drive-thru lanes.

    It is important to pick out your payment window prior to finalizing your drawings since models vary in size. The size of the window will also affect the size of the exterior awning needed over this area.

    The drive-thru payment window should be placed in the area of the cash register, located at the end of the front line customer flow, so that it does not interfere with front line operations. The ideal set up for the drive-thru is "L" shaped or back-to-back with the front line.

    Speaker posts come in a variety of sizes. Outdoor speakers and microphones can also be housed within the Drive Thru menuboard or Order Confirmation Board.

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 16

    SPECIFICATIONS REQUIRED EQUIPMENT

    The company specifications for the drive thru area are as follows. Well review them in the order that a customer would encounter them.

    EXTERIOR SIGNAGE REQUIRED The first point of contact a Drive-Thru customer has with your Drive-Thru area is your exterior signage. Signage helps guide customers to your drive-thru lane. Motorists only have 2-3 seconds to absorb messages in this area, so the information must be short and easy-to-read from a distance.

    The following is a checklist of areas where you should have proper signage with Drive-Thru on it:

    Highway Signage: If your store uses highway signage to attract motorists, you should update it to include a drive-thru message.

    High pole-sign signage: If your restaurant is allowed to have a pole sign, you must feature a drive-thru message on it.

    Everbrite manufactures an 18" x 8' " (45.7 cm x 245.1 cm) illuminated bowtie sign that can be attached to an existing pole sign, (two single-face signs mounted back-to-back).

    Pylon or Monument signage: These signs are produced locally; incorporate a Drive-Thru message if you have sufficient space.

    Building Signage: Is required for all drive-thru stores, if allowed by the landlord and there is sufficient room for it.

    Everbrite manufactures an 18" x 8' " (45.7 cm x 245.1 cm) illuminated bowtie sign that can be attached to a building or above a Drive-Thru awning. This sign must be placed so that it receives the highest visibility from oncoming traffic.

    Directional Signage: All drive-thru locations are required to have a minimum of two illuminated exterior directional signs to help guide motorists through the drive-thru lane. The design choices include:

    1. DRIVE THRU or SUBWAY logo DRIVE THRU with arrow (right or left) 2. ENTER or SUBWAY logo ENTER (both with arrow) 3. EXIT

    These signs measure 20" x 25 " (50.8 cm x 64.1 cm) and come with 3" x 3" x 56" (7.6 cm x 7.6 cm x 142.2 cm) steel poles; they are available from Everbrite.

    Window Signage: An LED Drive-Thru Open sign is required for all Drive-Thru restaurants that cannot feature building or pole or monument drive-thru signage. LED window signage optional for other locations that already have the larger, more noticeable signage.

    A 22 x 30 LED sign is available from CM Global.

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    Signage Samples

    Directional Signs (Everbrite) Bowtie Signs (Everbrite)

    Drive-Thru Open Sign 22H x 30W (CM Global)

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    LINE STRIPING REQUIRED FOR NEW DRIVE-THRUS AS OF 1/1/2011 REQUIRED FOR EXISTING DRIVE-THRUS UPON REMODEL Improving the appearance and condition of your pavement improves your bottom line. A well designed and well marked drive-thru lane encourages customers to return; poorly placed markings and low visibility frustrates everyone.

    We require that you paint basic directional information (Entrance, Exit) onto your drive-thru lane. Paint is a low-cost marking technique.

    You will need to find a local company that specializes in providing this service. Keep in mind that directional signage can also include having directions painted onto the pavement of the parking lot to clearly indicate a Drive-Thru lane. Painting services would need to be sourced locally; your landlord may even be required to provide it depending on your lease.

    Once a year, you should have your drive-thru lane power-washed, line striped and resealed so in order to maintain a good appearance and enhance visibility.

    OUTDOOR AUDIO COMMUNICATIONS SYSTEM REQUIRED REQUIRED FOR NEW DRIVE-THRUS AS OF 1/1/2011 REQUIRED FOR EXISTING DRIVE-THRUS UPON REMODEL

    The Outdoor Audio Communications System is a key component of the Drive-Thru operation because it is the main method of communication that your employees will have with your Drive-Thru customers. The outdoor speaker and microphone must be connected to the communication base station within the restaurant.

    When a car pulls up to the menuboard area, an underground magnetic loop triggers an alert that lets your staff know that there is a drive-thru customer who wants to place an order. This alert can be heard through your stores audio communications system. This is why all of your employees who are responsible for operating the drive-thru area must always wear their headsets!

    You are required to have a Speaker / Microphone type System installed for your Drive-Thru. The communication system can be either a hard-wired base station or a wireless multiple headset version. Intercom systems, where customers speak to the Sandwich Artist making their order through a drive-up window, are no longer being allowed since this method results in a slow speed of service.

    We recommend a wireless communications headset system for maximum efficiency and in-store noise reduction. The company recommends the 3M XT-1 Wireless Communications System from 3M based on its clarity and ease of use. There is no belt pack required; the batteries are contained within the headsets. Please note that belt pack systems are also approved for use.

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    The standard 3M XT-1 drive-thru SUBWAY communications package includes: 1 base station w/o power supply 1 power supply, 13.5 VDC, 20VA (base station) 3 headsets w/o batteries, XT-1 6 batteries, XT-1 1 charger, 3 slot, (w/o power supply), XT-1 1 power supply, 14 VAC, (battery charger) 1 operator/install package FREE Duplex Speaker, Microphone & Cable Package FREE Detector, Magnetic Loop, Internal FREE Storage Rack (4 headsets) FREE Manager's Service Kit FREE XT-1 Additional Headset (makes the package

    a 4-headset system) FREE XT-1 Additional Battery

    You may also consider having a hard-wired system installed as well as an emergency back-up.

    There are a number of critical points for you to evaluate prior to your decision on which company to select. Equipment, price, service and installation will all play a role in your decision. We will be evaluating these other major audio communications brands in the future.

    VEHICLE DETECTION DEVICE EXPLAINED In order to alert your crew members that a customer has driven up to your drive-thru menuboard, an underground vehicle detection device called a magnetic loop, must be embedded underneath the pavement. As you can imagine, it is much easier (and less expensive) to install a loop before pavement is poured, however, they may also be installed afterwards.

    A loop detection system consists of three primary components: 1. A loop, either pre-fabricated or pre-formed for new construction or saw-cut for existing

    locations. 2. An extension cable to connect to the building 3. A vehicle detector box. The vehicle detector box used in a restaurant Drive Thru lane can be

    connected to a number of devices including a timer system, an automatic greeter or directly to the communication system.

    Attention to detail is needed when installing or troubleshooting a magnetic loop. The loop must be buried correctly in the concrete or asphalt to sense compacts as well as large vehicles. Lower riding vehicles are easier to sense than large SUV type vehicles whose undercarriage is much higher from the pavement.

    Depending upon your stores lease, your landlord may be required to install this magnetic loop for you. If you are taking over a location that previously had a drive-thru, this loop at the ordering point is most likely already installed.

    The Vehicle Detection Device will be professionally installed by your Audio Communications vendor as part of their system installation. Since are a few detector loop options for the drive-thru pads, your audio system installer will work with you to determine the most appropriate detection device for your location.

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    SPEAKER / MICROPHONE EXTERIOR HOUSING - REQUIRED Your audio communications system must be housed within an exterior structure so that it will be protected from the weather. Traditionally, they have been housed within speaker posts, such as the unit shown at below left from Everbrite, because posts often provide a good sound quality. Keep in mind, the system can also be housed within a menuboard or within an Order Confirmation Boards speaker post, if an OCB is being used.

    At this time, the company does not recommend one speaker post supplier over another; a list is merely provided for your convenience. In many cases, the company from which you purchase your communications system will be able to recommend a speaker post manufacturer.

    MAIN MENUBOARD REQUIRED 6-PANELS REQUIRED FOR NEW DRIVE-THRUS AS OF 1/1/2011 6-PANELS RECCOMMENDED FOR EXISTING

    DRIVE-THRUS UPON REMODEL You are currently required to have at least a four-panel, exterior backlit menuboard that can house up to four translites. The company will begin requiring six-panel capacity in order to allow for more effective messaging. New stores will be required to have 6-panels as of January 1, 2011; existing drive-thru locations must upgrade to a 6-panel configuration upon remodel.

    Stores which currently have a four-panel menuboard have the option to install an additional 4 x 2 (122cm x 61 cm) two-panel menuboard in the main menuboard area which would increase the number of translites you can display in this area to six. As an alternative solution, they may also choose to add a Double Panel Illuminated Extender (see below right) with brackets to their current four-panel menuboard, which would again result in having six panels in the main menuboard area. If you have sufficient room, you may also choose to install a six-panel, exterior backlit menuboard that can house up to six translites in the main menuboard area.

    Older restaurants with a three-panel panel menuboard must upgrade to a four-panel menuboard at their next remodel by adding a single panel as a hinged attachment. If a 3-panel menuboard is broken or must be replaced, an owner must upgrade to a six-panel configuration.

    The menuboard should be placed approximately 4 - 5 car lengths from the drive-thru payment window. Check with local regulatory agencies for other requirements. Menuboards are often installed at an angle to ensure maximum viewing ability from a vehicle.

    Six-panel menuboard in the main menuboard area.

    Double Panel Illuminated Extender w/Brackets from Everbrite

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    Translite Placement Diagrams (appear below)

    The companys approved supplier for exterior menuboards is Everbrite; we are currently sourcing a Canadian supplier as well. Below are the specifications for the new 6-panel menuboard.

    BOLLARDS - REQUIRED AS NEEDED Bollards are posts that are buried in cement. Bollards are often used in Drive-Thrus to help protect equipment (such as Presell menuboards, menuboards and speaker posts) and the building from careless drivers. Some bollards can withstand incredible force from a speeding vehicle.

    If you feel your equipment or building is not adequately protected by a curb, you should consider installing bollards as needed. This service would need to be sourced locally. Bollards come in a variety of widths and heights to address various challenges. Although there is no required color, we recommend you choose to have bollards painted in darker colors such as black or green so that they adhere to our current dcor color palette and will help hide scratches from vehicles.

    PAYMENT / PICK-UP WINDOW REQUIRED Special windows for hands-free exchange of money and delivery of orders are available to speed the drive-thru experience.

    A drive-thru window is placed in the area of the cash register, located at the end of the front line customer flow, so that it does not interfere with front line operations. The ideal set up for the drive-thru is "L" shaped or back-to-back with the front line.

    The drive-thru window must be commercially manufactured and can either be a window installed flush to the building or added as an alcove to the building. This will depend on the physical layout of the building as it relates to the traffic pattern desired, as well as any local restrictions on drive-thru lanes.

    4 + 2 panel configuration in the main DT menuboard area

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    Placement of the payment window will depend on your building. To reduce challenges from sun glare and heat, an awning or tinted glass is recommended.

    QuikServ and Ready Access are two service window providers that are currently going through our approval process.

    INTERIOR EQUIPMENT REQUIRED REQUIRED FOR NEW DRIVE-THRUS AS OF 1/1/2011 REQUIRED FOR EXISTING DRIVE-THRUS The drive-thru area in your restaurant will be designed for maximum

    efficiency. The specifications for the interior equipment required for a SUBWAY Drive Thru are available on SUBWAY Partners.

    The list of required interior equipment for the Drive-Thru area of your restaurant is as follows:

    Enclosed Bread Cabinet Sandwich Unit 5 Tabletop Food Warmer or Built-in Hotwell Cookie Station POS System Credit Card Reader (if not part of POS) Counter Organizer Cap/Lid/Condiment dispenser FUZE Tea and Coffee Dispenser Under Counter Refrigeration (this can also hold bottled beverages

    and would double as a Wrap/POS station) Hours of Operation sign for Payment Window Salted Snack Merchandiser Beverage Dispenser and Beverage Counter Kitchen Display System will be required when new POS debuts in 2011.

    The interior equipment that the Drive-Thru area may share with the front service area are:

    Microwave Speed Oven Bottled Beverage cooler* Back Counter and/or Work Tables Hand Sink Safe

    *DOUBLE-SIDED BOTTLED BEVERAGE COOLER: In order to maximize space in your Drive-Thru service area, the company has approved the use of an optional, double-sided cooler (True Food Service Equipment, Inc., Model GDM-33CPT-54) for use in drive-thru restaurants. The front doors enable customers to access the bottled beverages from the customer area, and the back doors enable your drive thru employees to access them from the drive-thru area.

    Please note that bottled beverages for the Drive-Thru can also be placed within the Back Counter refrigeration. It is not necessary to display them in customer view within a bottled beverage cooler.

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    OPTIONAL EQUIPMENT SPECIFICATIONS

    CLEARANCE BAR OPTIONAL A clearance bar (also called a bang bar or crossbar) is often necessary because many taller vehicles can cause damage to canopies and awnings that are positioned over the ordering area or payment/pick up window. Clearance bars help you avoid major repairs and insurance claims by preventing someone from accidentally hitting your building or overhang.

    Clearance bars indicate the maximum height for vehicles entering your Drive-Thru lane (see photo at left). Since a clearance bar is placed at the beginning of a Drive-Thru lane, this can be a good place to communicate its Hours of Operation by attaching a small sign to the pole.

    Our recommended supplier for clearance bars is Everbrite.

    PRESELL MENUBOARD OPTIONAL / RECOMMENDED

    The value of having a Presell menuboard is two-fold: it can increase speed of service when the customer drives up to order; it can also influence the customer to purchase your specialty items. Presell menuboards are often positioned 1-2 car lengths (approximately 20 feet) prior to the point of order. We recommend using the 2-Panel.

    The companys approved supplier for exterior signage is Everbrite. They offer a Presell menuboard called an Outdoor Changeable Translite Sign that allows you to display two extra translites. If space permits, you may also choose to feature a four-panel, exterior backlit menuboard that can house up to four translites as a Pre-sell menuboard.

    Presell Menuboard

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    ORDER CONFIRMATION BOARD (OCB) OPTIONAL / RECOMMENDED An Order Confirmation Board system features an LCD screen which is connected with a restaurants POS system. As an employee rings and order into the POS, the words appear on the screen to visually confirm to the customer that his order has been correctly heard and received. This helps improve order accuracy and enables customers to make changes if their order is incorrect. The screen may also display marketing messages.

    Order Confirmation Boards, also known as Order Verification Displays, are becoming more common because they help increase order accuracy and customer satisfaction.

    The pedestal that houses the LCD screen can also house the speaker system, so a separate speaker post may not be needed in locations that use an OCB.

    An Order Confirmation Board is an optional, but recommended piece of equipment for your Drive-Thru. To learn more about how one can benefit your restaurant, please contact our approved vendors, Delphi Display Systems or HyperActive Technologies.

    CANOPY OPTIONAL Rain and inclement weather have a tremendously negative affect on Drive-Thru lane traffic. To provide some protection for the customer from adverse weather, canopies are often used at the ordering station where the driver is exposed to the rain and wind. Canopies illuminate the ordering area offering security to the customer. Don't miss out on drive-thru sales because of the weather. An outdoor, stand alone canopy can provide comfort and security for your Drive-Thru customers.

    Provides protection from the elements- rain, snow, sun, wind Creates an added sense of security Acts as an overhead sound barrier

    The companys recommended supplier for canopies is Everbrite.

    SITE PREPARATION OFTEN NEEDED Please Note: Drive-Thru sites often require additional prep work, such as concrete cutting or installing a bollard, before an Order Confirmation Board can be installed. Our approved OCB vendors can quote these services based upon their site visit.

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    RECEIPT PRINTER NOTE: Until a new KDS is sourced by the company this summer, we recommend that an additional receipt printer be mounted in the drive-thru sandwich area. This will allow sandwich orders to be printed for reference at the drive-thru sandwich unit. This receipt can be passed down as the sandwich is made in order to help ensure that all items needed to fill the order are included.

    TIMING SYSTEM OPTIONAL A Timing System can help managers increase car counts and improve service times by tracking the amount of time it takes for cars to pass through service points along a drive-thru. The system continuously and accurately measures, analyzes and displays car count and speed of service. This data can be used to motivate a crew to achieve predefined goals and improve their performance.

    Timing Systems require two magnetic loop installations in order to automatically detect and track cars as they move along the drive-thru lane: one at the point of order and one at the payment window in order to provide timing statistics

    A Timing System is an optional, but recommended piece of equipment for your Drive-Thru. To learn more about how one can benefit your restaurant, please contact our approved vendors, Phase Research and HyperActive Technologies.

    Keep in mind, if you are building a new restaurant with thoughts of adding a drive-thru to it later on, it is highly recommended that a Pre-Fabricated Loop be installed at all necessary detection points (Menuboard & Window) at the time of construction even if a Drive-Thru is not part of the initial opening plans. This makes it easier to add necessary loops.

    QTimer display screen Fast Track 2+2 display screens from from HyperActive Technologies Phase Research

    KITCHEN DISPLAY SYSTEM (KDS) OPTIONAL A Kitchen Display System helps improve order accuracy in your drive-thru by enabling your sandwich maker to reference orders. As customer orders are rung into the POS by the order taker, each one appears on a small monitor that is mounted near the drive-thru sandwich unit. To clear an order from the display screen, the sandwich maker presses a button on the bump bar so that the order is bumped from the queue.

    Since the company is currently developing new POS software in conjunction with the IPC, we are in the process of sourcing a KDS system that will be fully compatible with our future system. The Kitchen Display Systems under consideration include:

    QSR Automation (OEMd thru PAR) Logic Controls WAND Systems

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    OUTDOOR POSTERS OPTIONAL As Drive-Thru customers wait to pull up to the payment area, time can seem to drag if there is nothing for them to watch or read. Placing messages on the wall of your building can help reduce the perceived wait time and enhance a customers experience.

    Outdoor posters can have a positive impact on return visits. The marketing messages shown here should pertain to a customers next visit, encourage catering sales or reinforce SUBWAYs fresh image. Posters should be displayed in poster frames designed to withstand outdoor weather conditions. Poster frames can also be angled (as shown below) to help make messages easier to read from the car. The company is currently sourcing Outdoor Posters with our vendors.

    Interior view of a Customer Viewing Window. Angled poster signage.

    AWNING - OPTIONAL To provide some protection for the customer from adverse weather, awnings will be required above the payment window area so that drivers are not exposed to the rain and wind.

    Awning specifications are currently being revised. Contact the Signage Division of the Operations Department prior to ordering an awning. Everbrite is the companys recommended manufacturer of drive-thru awnings.

    CUSTOMER VIEWING WINDOW Optional Please Note: If your store has a Customer Viewing Window (shown below at left), you would not need to install outdoor posters. The viewing window creates a kind of silent theater where customer can see sandwiches being made fresh. If your store features a viewing window, keep in mind that the area behind the Sandwich Artist must always be kept clean and free of clutter in order to make a positive impression on customers.

    Some older locations may even have a Customer Viewing Window where actual communication takes place between the Sandwich Artist making sandwiches and the driver. This configuration is no longer allowed because it takes away from speed of service. Stores with this type of intercom system and viewing window must upgrade to a wireless headset ordering system during their next remodel.

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    SECTION C: OPERATIONS

    A Drive-Thru can be an important addition to your stores operations. According to a 2009 KPI comparison, SUBWAY restaurants with drive-thrus averaged 12% more sales and exhibited a financial strength of 25% greater than those without. As the number of SUBWAY restaurants with drive-thru increases, it is important for us to enhance the experience we provide to our on-the-go customers.

    Industry research shows that speed and quality of service are very important to customers who frequent drive-thru locations, especially during peak periods. While the equipment we have outlined in the previous sections of this booklet can help prepare your drive-thru for greatness, its ultimate success depends upon how well your drive-thru operates on a daily basis. For example: you can invest in a good quality audio communications system, however, if your employees do not use it to quickly welcome arriving cars, they are not providing customers with a good experience.

    Lets review some considerations for operating during peak hours as well as some general guidelines. PEAK HOURS STAFFING

    Schedule so that you have a minimum of two employees dedicated to service the drive-thru line during peak periods. Peak periods typically occur from 11am 2pm and 4pm 7pm. Keep in mind that anytime you serve over 20 units per hour in the drive-thru is considered a peak period.

    Require all employees responsible for working the drive-thru to wear headsets during their shifts and to keep them turned on. This enables them to communicate with customers and each other.

    During peak periods, the two employees dedicated to the drive-thru service line must serve food from that sandwich unit in order to work as efficiently as possible. During slower times (depending on their tasks), it sometimes may be quicker for these same employees to make sandwiches from the main unit.

    You will find that only some employees will excel as an Order Taker / Cashier. This position requires someone who is energetic, precise, has excellent customer service skills and is able to effectively handle several responsibilities at once. This person sets the pace of the Drive-Thru and is fully in charge of upselling so make sure you only schedule your best people for this position!

    When two employees staff the drive-thru during peak periods, the service time goal is 210 seconds or less per car. This will allow them to serve an average of 17-20 cars per hour.

    When three employees staff the drive-thru during peak periods, the service time goal is 169 seconds or less per car. This will allow them to serve an average of 21 cars or more per hour.

    Ensure there is additional staff scheduled as needed during peak hours to maintain efficiency. Although we suggest you establish a separate schedule for the drive-thru, use the same

    guidelines and methods to schedule employees as you do the front line. Refer to Chapter 11 of the Operations Manual for details.

    HOURS OF OPERATION Your drive-thru must be open any time that your restaurant is open. You may be given

    permission by your DA/ADM, however, to close the lobby customer area earlier than your drive-thru.

    You should consider closing your lobby customer area earlier than your drive-thru for safety and closing efficiencies.

    Hours of Operation must be posted and adhered to as per the Days and Hours Policy in the Operations Manual. If the drive-thru hours exceed your lobby hours, they must also be posted.

    Drive-Thru hours should be featured on a sign on your payment / pick up window in addition to your stores main door.

    Your drive-thru should be designed to operate as separately from the front line as much as possible. Trying to work a drive-thru off of the front line during peak periods will adversely affect the customer service in both the drive-thru and in-restaurant.

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    POS SubShop2000 (SS2K) has a built in drivethru layout in almost every database in the field.

    To access the DT layout: open SS2K Manager Tasks Files Assign POS Keys highlight the DRIVETHRU LAYOUT hit SELECTED LAYOUT button

    To assign the DT layout to your POS permanently: open SS2K Manager Tasks Files Register Control Other Defaults #1 hit browse button next to the layout selection field and choose the DT layout restart Subshop

    The new POS software that is currently in development will also have a built in drive-thru layout. Watch STS for more details when the software is released.

    CLEANING AND MAINTENANCE Assign an employee to routinely clear the drive-thru area of

    clutter and garbage. Landscaping should be maintained so that your drive-thru

    customers have a pleasant experience. Once a year, you should have your drive-thru lane power-

    washed, line striped and resealed so in order to maintain a good appearance and enhance visibility.

    Do not display handwritten signs on your drive-thru menuboard or on the drive-thru payment window.

    Maintain all equipment as recommended by the manufacturer.

    TAKING AN ORDER During peak periods you may have two or more Sandwich Artists dedicated solely to working

    the drive-thru. One would serve as the order taker/cashier; the other would make sandwiches. These employees would be wearing headsets so that they can communicate with each other and your customers.

    A vehicle pulls up to the menuboard area. The underground magnetic loop at the menuboard triggers an alert that lets your staff know that there is a drive-thru customer who wants to place an order. This alert can be heard through the headsets being worn by the staff.

    The order-taker/cashier would take the customers order by punching it into the drive-thru POS system. The POS system allows for customization (e.g., no onions, extra olives, etc.).

    While the order is being taken, the 2nd staff member who is wearing a headset would begin to make the sandwich at the drive-thru sandwich unit.

    The order would be displayed on the Kitchen Display System screen positioned near the sandwich unit. This would allow the sandwich maker to look up and reference the order as needed so that the items are made correctly. If an Order Confirmation Board is being used at the store, the order would also be featured on the screen so that the customer could read and confirm the details, too.

    The staff member taking the order would suggestive sell items, handle the transaction, get the beverage from the drive-thru beverage station or bottled beverage cooler, and get chips and cookies.

    Once the staff member who took the order has completed these duties, all items needed to fill the order will be placed in the appropriate staging area by the staff member(s) working the line so that they are gathered together so that they may be handed out to the customer through the payment / pick-up window.

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    DRIVE-THRU SERVICE COUNTER MARKETING PROMPTS CHART The following outlines the information that needs to be determined and gives some suggestions on how to get the information from the customer. The goal is to provide excellent customer service using the shortest sentences possible.

    ORDER TAKER / CASHIER What To Say What To Do

    Greeting Hello. Welcome to Subway! How can I help you today? Start new order on POS

    Repeat customer sandwich to ensure accuracy. For example: A footlong Sweet Onion Chicken Teriyaki? Sure!

    Select appropriate sandwich on POS.

    Bread Type Would you like that on Italian bread , Whole Wheat, Honey Oat ,

    Parmesan Oregano, or Herbs and Cheese? Repeat customer choice to ensure accuracy. For example: Italian.

    Hit Bread & Fixins button.

    Suggestive Selling

    (If bread size was not previously mentioned). Will that be a footlong? Would you like to try double meat today?

    Select appropriate bread. If Yes, hit Double Meat button.

    Cheese Type With American, Swiss or Provolone cheese? Select appropriate cheese.

    Suggestive Selling: Alternate these two questions

    Did you want Double Cheese on that today? If Yes, hit Double Cheese button.

    Did you want bacon on that today? If Yes, hit Bacon button.

    Vegetables Lettuce, Tomato, Cucumber, Pickles? Enter appropriate vegetables into POS.

    Olives and Onion? Enter appropriate vegetables into POS.

    Hot Pepper, Jalapeno, or Salt & Pepper? Enter appropriate vegetables into POS.

    Condiments and Sauces

    Would you like to have the Sweet Onion Sauce with that today? (If no sauce is recommended): What type of sauce would you like today? (If mayo is requested). Light or regular?

    Enter appropriate sauce or condiments into POS.

    Suggestive Selling And would you like to make that a Meal Deal?

    If Yes, press Meal Deal button.

    Suggestive Selling

    Chips or Cookies today? (Repeat customer choice.) For example: Baked Lays. Great.

    Enter appropriate chips or cookies button

    Suggestive Selling

    And what kind of beverage? (Repeat customer choice.) For example: Coke? Great.

    Select appropriate drink button.

    Total Number of Sandwiches Any other sandwiches today?

    Enter additional items as needed.

    Provide Total Thank you! Your order comes to $xx.xx. Please drive ahead to the window. Hit Total.

    In an actual drive-thru situation, the Order Taker would alternate between taking new orders and processing payments from cars already in the queue.

    After customer drives up to the payment window...

    Re-Greet / Receive Payment

    Hi, your order is , is that correct? Your order comes to $xx.xx.

    Recall order on POS. Complete POS transaction. Take payment.

    Return Change Your change is ..... Make change coins first, bills second

    Present Order 1. Drinks 2. Food Present order. Use tray for 2 or more drinks. Separate hot and cold food.

    Closing Thank you for visiting SUBWAY! See you again soon!

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    DRIVE-THRU COMMUNICATIONS PATTERN CHART

    In a drive-thru, it is the Order Taker / Cashier who sets the pace of the operation. As orders are taken, they are overheard on the headset worn by the Drive-Thru Sandwich Maker, who begins to make the necessary products.

    It is essential that Order Taker / Cashier keep the Sandwich Maker busy in order to help maintain the speed of service. In order to do so, the Order Taker must alternate between taking new orders and cashing out customers as their orders are assembled. The above diagram illustrates a typical communications pattern.

    # 1. Order Taker/Cashier takes order from the customer at the order area (car #1). (Meanwhile, the meals for the cars in queue are prepared). # 2. Order Taker/Cashier recalls a previous order (car #2), takes payment, and delivers the appropriate meal. (Meanwhile, the car from the order area advances around the building to wait in line and a new car pulls up to order area. When the transaction for car #2 is completed and this customer drives away, cars #1 and #4 will advance up the queue again.). # 3. Order Taker/Cashier takes a new order from a customer at the order area (car #3). (Meanwhile, the meals for the cars in queue are prepared). # 4. Order Taker/Cashier recalls a previous order (car #4), takes payment, and delivers the appropriate meal. (Meanwhile, the car from the order area advances around the building to wait in line and a new car pulls up to order area. When the transaction is completed and car #4 drives away, the other cars in the queue will advance again.).

    You will find that only some employees will excel as an Order Taker / Cashier. This position requires someone who is energetic, precise, has excellent customer service skills and is able to effectively handle several responsibilities at once. This person sets the pace of the Drive-Thru lane and is fully in charge of upselling so make sure you schedule your best people to handle this position!

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    DRIVE THRU SANDWICH ARTIST RESPONSIBILTIES CHART

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    The above tool is an interactive spreadsheet posted on SUBWAY PartnersTM. This tool demonstrates how you can impact sales at your drive-thru during peak periods (Monday Friday) by concentrating on speed of service and your average sale.

    The sample column on the left reflects the company service time goal for peak periods (210 seconds per transaction) as well as a sample sales goal of $7.00 per transaction. When you input your stores information on the right, you quickly see how you drive-thru compares and how small improvements can add up quickly!

    In the sample above, the average sale is consistent ($7.00), however, we slowed the peak period speed of service by 15 seconds per transaction. This may not sound like a lot, however, this slower time results in an annual loss of $6,240 of revenue -- and this is just during peak periods (Monday Friday). Imagine the opportunities that exist during every day and daypart!

  • 2010 Doctors Associates Inc. All Rights Reserved. Version 11/02/2010 Page 34

    ADDITIONAL MARKETING TOOLS FOR A DRIVE-THRU

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