1. SOS Health Check Objective To Measure Workflow, Capacities, Equipment, Behaviors & KPI’s that enable stores to deliver on the U25 delivery Promise

2. How does it work Measures Hut Readiness EquipmentCapacitiesWorkflowBehaviourKPI’s 3 Ratings 020100 No of Points Standard Excelling Marginal

3. Current Reality Old format Does not capture the WCO tools & behaviors Team Not aware - Format Exists - How to use Format

4. Make it Relevant Incorporate WCO Standards Align Partners Define Frequency Roll out & Train teams

5. Measure All Sections 1.Call Centre 2.Make Table 3.Cut Table 4.Dispatch 5.Riders

6. Call Centre Never Standard Marginal Call Centre & Store system timings Synced No Yes Always Rarely Ignore Section if In store Order taking store Excelling >45 Sec’s <30 Seconds31 – 45 Sec’s Stores online & orders syncing to stores within appropriate time r for clarifying address/landmark No dedicated line using data card Yes Yes ……but No back up Dedicated internet line available with a back up plan Riders not having to call up customer for clarifying address/landmark Workflow Behavior

7. Make Table Standard Marginal Make table set as per standardized layout No Yes Excelling Make table under counter set with refills for fast moving Toppings/Sauce Make table is no more than 1 step from oven belt Workflow Capacities No Yes >2 Steps1 Step 2 Steps Makeable adequately staffed to execute orders loaded within 2 mins during peak < 90 Sec91 - 120 Sec > 120 Sec Sufficient Pizza Pre Prep planned for Lunch & dinner Peak Prep Levels >80% Prep Levels 80-75% Inconsistent discipline Prep Plans in place for Sides / Pastas/ Garlic bread No Yes

8. Make Table …..Continued Standard Marginal 3 Alarm bell set up at Make & in Use Excelling KDS in use at Make & is user-friendly Equipment Behavior Make person does not leave make table Make person calls out load times Pretopping schedule is posted clearly at the make table Not in use Teams cant demonstrate Yes No Yes IT HappensNeverRarely None All Orders1 in 5 orders No Yes Able to Explain Capacities No Yes Space available on the oven deck to load pizzas / Appetizer

9. Cut Table Standard Marginal Cut table is not more than 1 step from oven belt Excelling Cut Table Set with Sufficient number of Boxes / Lid Support/ Veg NV Stamp Cut inside the Box : Roller Cutter Knife in use at PHD's Workflow Eqpt Cut person does not leave cut table > 2 Steps1 Step 2 Steps No Yes Behavior No Yes IT HappensNeverRarely Capacity Team member deployed at cut table Not identified Dedicated person Peak/Lean period Dedicated Person for Peak Cut & box Orders within standard time > 1min< 1min 1min KPI’s

10. Dispatch Standard Marginal Delivery speed rack/ Packing station presence and location Excelling Updated TA Map maps are located next to dispatch rack Drivers does not cross over cut table area Workflow Located 2 steps from cut Located 1 step from cut No Yes No Yes Drivers take no longer than 2 minute to reach vehicle after dispatch >2 Mins<1 Min1-2 Mins Located >2 steps from cut Cash drop box appropriately located & In use Not PresentUsed during peakUsed throughout KPI’s Orders Pouched immediately after cutting >1 Min < 1 Min

11. Dispatch …. Continued Standard Marginal Excelling Beverage & Condiment prep discipline in place Dedicated dispatcher/ Router assigned( Does not handle cash) Behavior No signs of Pre dispatch / Cash out 100 % of riders deployed available on shift No Yes No Yes No Yes No Yes HS tracking board updated & shift briefing occurs to communicate service/Speed goals 100 % <100 % Bike in working condition & as per Capacities Pouch Capacities measured as per HS took Kit Capacity <95% Capacity >105% Capacity 105-95% Capacity <95% Capacity >105%Capacity 105-95% Capacities

12. Rider Standard Marginal Excelling KPI’s 18 -20 mins Rider Round Trip Order Per dispatch > 20 mins<18 mins 1.2 > 1.21 Capacities Behavior Rider Capacities measured as per HS tool kit Rider announces out & in time Riders wearing wrist watch or having mobile Phones synchronized with the system time Capacity <95% Capacity >105%Capacity 105-95% None All OrdersSome Orders None All Some

13. Rating Basis overall Points Achieved Excelling Total Maximum Points - 104 Standard Marginal 9994<94 No of Points % >=90 85-90 <85 Make Action Plan for all Marginal Stores & Review with AC

14. Next steps Roll out – Immediate RGM’s to calendarize & conduct SOS Health Checks every month. RGM to make Action Plan for all marginal rating & share it with their respective AC’s /RC’s & copy to be filed in the ACSR file at store. AC’s to do calendarize quarterly SOS Health Check as part of their ACSR routines. Make action plan for all marginal rating store. A Copy of the AC SOS Health check /Action Plan to be filed in the ACSR file at store FBC’s to conduct quarterly SOS Health Checks for all Speed outlier stores & review action plan with RC’s /AC’s. FBC’s to set up a review mechanism with GM’s /COO’s for stores with continuous 2 quarter marginal rating….emerging out of Health Checks conducted by AC’s /FBC’s.