BASIC KNOWLEDGE

1. What is DIL MISSION?

To be the most preferred Restaurant Company by People & Customer alike.

2. What is DIL / OPS VISION?

Being People Centric, Customer Focus and Process Driven Operation striving
for Excellence, Day In and Day Out with a Turn Around and Beat Year Ago
Mentality.

3. What is YUM (KFC) MISSION?

“Growth with a Big Heart”.

4. What is Yum (KFC) VISION?

To be the Number one Restaurant company in every category we operate.

5. Who many Brands do YUM have?

Yum has 5 Brands. (Pizza Hut, KFC, Tacco-Bell, Long John Silver and A&W).

6. What is Service Goal?

To give every Customer a reason to Return.
56% - Service and Ambience
31% - Product Quality
13% - Value for Money
We carry 87% that is Service and Ambience and Product Quality

7. What is Branded Service?

This is our way of delivering the “SO’ Good” experience… we are valued for!

8. What is HWWT – II?

HOW WE WIN TOGETHER
1) Believe in All People
2) Be customer & restaurant Maniacs. Now !!
3) Go for Break Through
4) Build know how
5) Take the hill Teamwork
6) Recognize! Recognize! Recognize

9. What is CHAMPS?
CHAMPS is a minimum expectation of a Customer from us.

10. What is Customer Maniac?

To deliver 100% CHAMPS with a YES attitude.
11. What dose LAST stands for? When do we follow LAST?
LAST stands for
L = Listen
A = Apologize
S = Satisfy
T = Thanks
We follow this process during a Customer complaint.

12. What are 5 Problem Handling Principals?

The 5 Problem Handling Principals are:
a) Never argue with the Customer.
b) Never let the Customer go Un-happy.
c) Solve the problem before it becomes a Complaint.
d) Never blame any other Crew member.
e) Treat the Customer, as you would like to be treated.

13. What are 4 Accident Prevention Rules?

The 4 Accident prevention rules are:
a) Clean as you go.
b) Respect the Equipments.
c) Use things as they are intended to be used.
d) Lift heavy items properly.( Knee Bent Back Straight)

14. What are 5 Food Safety Rules?

The 5 Food Safety Rules are:
a) Wash your hands often.
b) Sanitize all food contact areas.
c) Date, Rotate and Eliminate (FIFO)
d) Keep food out of danger zone ( 5*c to 65*c)
e) Stay home if you are sick.

15. Where is the Fire Assembly point of your store?

The fire assembly point of our store is __front of the mall .

16. What is the Best Way to Lift Heavy Items?

The Best way to Lift Heavy Items is Knee Bent Back Straight.
Boys:- 16 kgs & Girls:- 14 kgs
17. What is the Function of Solenoid Valve?
It is an in build device which regulates the Equipment temperature by cutting
the Gas (source) link automatically.
18. What should be the Gas pressure of CO2 Cylinder?
The Gas pressure of CO2 Cylinder should be 600 to 1800 PSI (Per Square Inch)
19. What is the Hand-wash procedure?
Hands wash Procedure:
a) Use Anti Microbial Soap for your hands (2 to 3 ml).
b) Scrub your hands for 20 seconds till Elbow.
c) Wash your hands under hot running water. (Water temp 38*c)
d) Dry your hands under Hand dryer / Kitchen Roll.
e) Close the tap with kitchen roll or Elbow.

20. What is 3 Sink Method?

The 3 Sink method to clean the small-wares, Cutlery Crockery in hot water with
the Chemical Solution.
 1st Sink Method:
a) Use Suma Det 2% of total water.
b) Water Temperature should be 49*C to 54*C.
c) Soak the items for 3 min or more to loosen dirt.
d) Wash the items with 49*c to 54*c.
e) Scrub the items with a scrubbing brush or Teflon scourer.
 2nd Sink Method:
a) Rinse the items in clean Hot water 49*c to 54*c to remove soap totally.
 3rd Sink Method:
a) Use Suma Bac 0.% of total water.
b) Water temperature should be 38*c.
c) Soak items for 2-3 minutes into the solution.
d) Sanitize the items properly.
e) Allow the Items for Air dry.
f) Do not wipe it Dry.

21. What is Mopping Standards?

Mopping Standards are:
a) Area to be blocked with “Wet Floor Caution Sign”.
b) Mop to damped in area “3M x 3M” using S – shaped motion.
c) Dedicated mops to be used for different places.
d) Mop trolley with correct amount of chemical to be used.

22. What is the use of Pest Control and how often?

The use of Pest-control is done to minimizing the Pest in the store, and it should
do every after 15 Days.

23. How will you follow the Receiving Guidelines COLD & DRY?
Receiving Guide lines of Cold Items are:
a) Use stem/digital thermo-meter to take a temperature of Vehicle.
b) Place the thermo-meter between the products to check the temperature.( -
12*c to –23*c)
c) All foods are covered or in sealed containers.
d) Check the Quality and the Quantity.
e) Vehicle should be free from Pest and clean.
f) Do not receive during PRP.
g) Check the Invoice.
h) No products should be kept on the floor during the transits.
i) All products must be dated immediately and transferred to appropriate
areas.

Receiving Guide line of Dry Items are:

a) All foods to be covered in sealed containers.
b) Check all the Expiry dates.
c) Cans are not Damaged or Rusted.
d) Do not receive during PRP.
e) Check the Invoice.
f) Check the Quality and the Quantity.
g) All products must be dated immediately and transferred to appropriate
areas.
h) No products should be kept on the floor during the transits.

24. What do you mean by Cross-Contamination?

A process in which germs (bacteria, viruses etc.) or chemicals from a contaminated
source are spread to previously uncontaminated food. Cross contamination occurs
when germs or chemicals are transferred through human contact, improper food
storage, improper production techniques or pest infestation.

25. What is the Storage procedure for Frozen Products?

The Storage procedures for Frozen Products are:
a) All Frozen Products should be stored to ensure Quality and Food Safety.
b) Frozen product temperature are maintained at –18*C to –23*C.
c) All foods is covered or in sealed container.
d) Food that is out of Shelf Life or Spoiled is Discarded immediately or sealed
labeled and dated to prevent use.
e) All products are to be stored at least 15 cm above floor on approve shelve.
f) FIFO to be followed by keeping the newly receive product at Back and Old
ones in Front.
g) Products are stored to avoid Cross-contamination.
h) No evidence of Pest in the storage area.
i) Food to be stored to allow proper Ventilation.

26. What is the Storage procedure for Dry Products?

The Storage Procedure of Dry Products are:
a) All food is covered or in a sealed container.
b) Food out of Shelf Life or Spoiled should be Discarded immediately or sealed,
labeled and dated to prevent use.
c) All products are stored at least 15 cm above Floor on approved shelve.
d) FIFO to be followed by keeping the Newly receive product at the Back and
the Old ones in Front.
e) No evidence of Pest in the storage area.
f) Food to be stored to allow proper Ventilation.
g) All dry products should be stored to ensure Quality and Food Safety.
h) Dry store should be well labeled.
i) No dented, leaking or swollen cans to be present.
j) Lids should not be cracked and properly fit containers.
k) Goods are to be stocked safely to prevent potential injury.
l) Cans are not stocked more than 2 high.
m) All heavy items to be stored on Bottom shelves and Lighter on Top.

27. What is thawing and what method do we follow it?

Thawing is the process that brings the frozen raw food at an internal
temperature in which they can be cooked or further processed in the fired up
shortening vats as per standards.

28. What is the difference between Cleaning and Sanitize?

The differences between Cleaning and Sanitizing are:
a) Cleaning – Procedure by which all visible traces of Dirt and Soil Grease
residue are removed.
b) Sanitizing – Procedure by which an item or areas treated to Eliminate or
Minimized Diseases causing organism.

29. What are the symptoms of Food Borne Illness?

The Symptoms of Food Borne Illness are:
a) Vomiting
b) Diarrhea
c) Cramps
d) Nausea

30. What is Danger Zone?

The temperature in which Micro Organism / Bacteria can survive and grow is
referred to as the Danger Zone. The temperature of Danger Zone is between 5*C
to 65*C.

31. At what height should the entire Product be away from the ground level?
The Products should be 6 inches/ 15 cm high from the Ground level.

32. At what distance should the entire Product be away from the wall?
The Products should be 2 inch away from the wall.

33. What is Comb to Perfection?

Comb to Perfection says not having anything in the Operational Restaurant
which
a) Is Broken
b) Is Torn
c) Grows
d) Crawls
e) Is Filthy
f) Is Stinking
g) Doesn’t Work.

34. What are the Full forms of the following?

The Full Forms of the following are:
 PRIDE = Performance, Recognition, Implementation,
Development, Education.
 AMH = Anti Microbial Hand wash.
 POS = Point Of Sale.
 SMART = Specific, Measurable, Accountable, Realistic, Time
Bound.
 CAYG = Clean As You Go.
 CSR = Customer Service Representative.
 MRD = Make Ready Discard.
 APC = Average Per Check (Ticket)
 FIFO = First In First Out.
 PMS = Post Mix System.
 QCD = Quick Changing Dispenser.
 EDC = Electronic Data Capturing.
 CER = CHAMPS Excellence Review.
 TMTS = Team Member Training Scorecard.
 EARS = Explore Analyze Response Stick.
 SWOT = Strength Weakness Opportunity Threat.
 RO = Reverse Osmosis.
 CSL = CHAMPS Standard Library.
 KOT = Kitchen Order Taking.
 EOD = End Of the Day.
 MOD = Manager On Duty.
 LTP = Late To Promise.
 PRP
 = Peak Revenue Period.
 MSDS = Material Safety Data Sheet.
 SSSG = Same Store Sales Growth.
 MPGC = Minute Per Guest Check.
 LSM = Local Store Marketing.
 TMRI = Team Member Readiness Inventory.
 CRI = Champion Readiness Inventory.
 RSC = Restaurant Support Center. (Head Office)
 BSC = Balance Score Card.
 SCM = Supply Chain Management.

35. How will you handle the Food Borne illness?

Step to follow when you face Food Borne Illness are:
1. Express concern but do not admit liability.
2. Written Document Complain. (Name, Address,
Telephone)
3. Obtain Sample. (When and what they ate)
4. Ask the Manager to speak to them.

36. What is Operation timing of Our Restaurant?

11 AM to 11 PM

37. What is TMTS? What do you understand by it?

Team Member Training Scorecard is a process in which it is check that the
entire Restaurant teams are following all the Standards, maintain the Hygiene,
knowing the Basic knowledge and the Station Knowledge.

38. What is BSC, and how it is calculated?

BSC is Balance Sore Card. It is Judge into 4 Parameters.
 MCP ( Profit )
 Top line (Sale).
 Customer.
 People.

39. Why the Customer is WHY?

Customer is always WHY? Because if there is No customer their will be No
Business, If there is No Business there will be no Pay, so Customer is always
WHY?

40. Where did the First KFC Opened in India?

Bangalore, 1996

41. Who was the Founder of KFC?

Colonel Harland David Sanders

42. When did the First KFC opened and where?

Kentucky, in 1930