Checklist template

Delivery operations for pizza restaurants

A ready-to-use checklist with 107 items in 6 sections, covering Order taking, Make line and oven, Routing and dispatch, Driver standards, Delivery times, Complaints. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 107 Items
  • 86 Yes / No checks
  • 6 Scored ratings
  • 116 Points

Use this template How audits work

1. Order taking 19 items

  1. Phone calls are answered within three rings during the visit Yes / No 1 pt
  2. The order taker greets the caller with the brand's phone script Yes / No 1 pt
  3. The caller's phone number is confirmed before the order is taken Yes / No 1 pt
  4. The delivery address is read back, including the unit or apartment number Yes / No 1 pt
  5. Entry instructions (buzzer code, gate, side door) are recorded in the order notes Yes / No 1 pt
  6. The address is confirmed as inside the delivery area before the order is accepted Yes / No 1 pt
  7. The order taker reads the full order back before closing the call Yes / No 1 pt
  8. The total with delivery fee is quoted to the customer Yes / No 1 pt
  9. Cash orders note the bill the customer will pay with, so the driver carries the right change Yes / No 1 pt
  10. The delivery time quoted matches the current quote time posted for the shift Yes / No 1 pt
  11. The quote time on the website and the app was updated when the kitchen fell behind Yes / No 1 pt
  12. Current deals and coupons are offered or applied when the customer qualifies Yes / No 1 pt
  13. Allergy requests are entered with the allergy modifier and not as a free-text note only Yes / No 1 pt
  14. Online orders appear on the make line screen without re-entry Yes / No 1 pt
  15. First-time or unusually large orders are verified by a call back, as set by company policy Yes / No 1 pt
  16. Callers placed on hold are returned to within one minute Yes / No 1 pt
  17. Calls waiting or abandoned in the last hour, from the phone system report Number
  18. Delivery time quoted to customers at the time of the visit (minutes) Number
  19. Order taking observed Rating
    • Accurate, complete and to script 5 pts
    • Accurate but script or read-back skipped 3 pts
    • Errors in address or order 1 pt

2. Make line and oven 18 items

  1. Make line bins are stocked to the rush par before the peak delivery period Yes / No 1 pt
  2. Dough trays on the line are within the use-by time marked on the tray Yes / No 1 pt
  3. Pizzas are topped by weight or with portion cups, according to the topping chart Yes / No 1 pt
  4. A cheese portion weighed during the visit is within the specified weight for its size Yes / No 1 pt
  5. Orders are made in the sequence shown on the make screen Yes / No 1 pt
  6. Time from order entry to the oven is within the make-time target on 5 orders checked Yes / No 1 pt
  7. Oven temperature and belt time match the settings posted for the oven Yes / No 1 pt
  8. Pizzas leave the oven with a fully baked center and no raw dough under the toppings Yes / No 1 pt
  9. Each pizza is checked against the ticket at the cut table before it is boxed Yes / No 1 pt
  10. Pizzas are cut through with the specified number of slices Yes / No 1 pt
  11. The box label or ticket shows the order number, the address and every item Yes / No 1 pt
  12. Side items, dipping sauces and drinks are bagged with the order at the cut table Yes / No 1 pt
  13. Boxed orders go straight into the heated rack or a hot bag Yes / No 1 pt
  14. Orders with an allergy modifier are made with clean utensils and cut with a designated cutter Yes / No 1 pt
  15. Remakes are recorded with the reason Yes / No 1 pt
  16. Minutes from order entry to oven on the slowest order checked Number
  17. Internal temperature of a pizza measured at the cut table (°F or °C) Number
  18. Product leaving the oven Rating
    • To specification and matched to the ticket 5 pts
    • Minor topping or bake deviations 3 pts
    • Underbaked, wrong or incomplete 1 pt

3. Routing and dispatch 18 items

  1. A dispatch screen or board shows every order with its age in minutes Yes / No 1 pt
  2. One person is assigned to dispatch during peak periods Yes / No 1 pt
  3. Orders are dispatched oldest first, unless combined on a planned route Yes / No 1 pt
  4. No more than the number of orders set by company policy leaves on one run Yes / No 1 pt
  5. Orders combined on one run are in the same direction Yes / No 1 pt
  6. Drivers check out each order on the dispatch system before leaving Yes / No 1 pt
  7. The driver confirms items, drinks and sauces against the ticket before leaving Yes / No 1 pt
  8. Drinks are taken from the cooler at dispatch, not staged warm with the order Yes / No 1 pt
  9. Every order leaves in a hot bag that is clean inside and closes fully Yes / No 1 pt
  10. The delivery area map with its boundaries is displayed at the dispatch station Yes / No 1 pt
  11. Addresses with access problems or past incidents are flagged in the system Yes / No 1 pt
  12. Drivers check back in on the system as soon as they return Yes / No 1 pt
  13. Waiting drivers fold boxes or help at the cut table instead of standing idle Yes / No 1 pt
  14. The number of drivers on shift matches the schedule for the forecast order count Yes / No 1 pt
  15. Orders waiting for a driver at the busiest moment observed Number
  16. Drivers on the road at the time of the visit Number
  17. Minutes the oldest boxed order had been waiting in the heated rack Number
  18. Dispatch at peak Rating
    • Orders leave within minutes of boxing 5 pts
    • Some orders wait for drivers 3 pts
    • Orders stacking up in the rack 1 pt

4. Driver standards 19 items

  1. Each driver has a valid driver's license on file, checked on the schedule set by company policy Yes / No 1 pt
  2. Proof of current insurance is on file for each driver's vehicle Yes / No 1 pt
  3. Motor vehicle record checks are completed where company policy requires them Yes / No 1 pt
  4. Driver vehicles were inspected this month (lights, tires, wipers, horn) and the checklist is on file Yes / No 1 pt
  5. Vehicle interiors where orders travel are clean and free of pets or smoking odor Yes / No 1 pt
  6. The car topper sign or the vehicle branding is in place and lit after dark Yes / No 1 pt
  7. Drivers wear the full uniform, including the cap or outerwear issued Yes / No 1 pt
  8. Drivers observed leaving the lot have their seat belt fastened Yes / No 1 pt
  9. Driver vehicles have a phone mount, so navigation is hands-free Yes / No 1 pt
  10. Drivers carry no more cash than the limit set by company policy Yes / No 1 pt
  11. Drivers drop excess cash at the store after each run Yes / No 1 pt
  12. Drivers lock the vehicle and take the keys on every delivery Yes / No 1 pt
  13. Drivers have completed the delivery safety and robbery prevention training Yes / No 1 pt
  14. Drivers asked state that they do not enter a customer's home Yes / No 1 pt
  15. Hot bags are wiped out at the end of each shift Yes / No 1 pt
  16. Mileage or delivery reimbursement is recorded per run in the system Yes / No 1 pt
  17. Drivers interviewed can explain what to do after a road accident Yes / No 1 pt
  18. Drivers with a document (license or insurance) expiring in the next 30 days Number
  19. Driver presentation and safety Rating
    • All documents current and standards met 5 pts
    • Minor uniform or vehicle lapses 3 pts
    • Missing documents or unsafe practice 1 pt

5. Delivery times 16 items

  1. The average order-to-door time for last week met the company target Yes / No 1 pt
  2. The share of orders delivered later than the quoted time last week was within the company limit Yes / No 1 pt
  3. Out-the-door time (order entry to dispatch) is tracked separately from drive time Yes / No 1 pt
  4. Delivery times are posted where drivers and the make line can see them Yes / No 1 pt
  5. Customers are called when an order will be later than quoted Yes / No 1 pt
  6. Drivers mark the order as delivered at the door, not on the way back Yes / No 1 pt
  7. GPS or tracker data, where available, is reviewed for runs with unusually long times Yes / No 1 pt
  8. The shift manager reviews late orders at the end of each shift and notes the cause Yes / No 1 pt
  9. Delivery times on Friday and Saturday evenings were reviewed separately from the weekly average Yes / No 1 pt
  10. Staffing for the next peak was adjusted after a shift with late deliveries Yes / No 1 pt
  11. The delivery area was reviewed in the last 12 months against drive times Yes / No 1 pt
  12. A pizza probed at the door on a test or ride-along run met the brand's delivered temperature standard Yes / No 1 pt
  13. Average order-to-door time last week (minutes) Number
  14. Average out-the-door time last week (minutes) Number
  15. Orders delivered later than quoted last week (%) Number
  16. Delivery time performance over the last 4 weeks Rating
    • On target every week 5 pts
    • Missed on peak nights only 3 pts
    • Missed most weeks 1 pt

6. Complaints 17 items

  1. Delivery complaints are logged with the order number, the driver and the cause Yes / No 1 pt
  2. The shift manager speaks with the customer on the day of the complaint Yes / No 1 pt
  3. Missing items are redelivered or credited according to company policy Yes / No 1 pt
  4. A wrong or cold pizza is remade and sent as the next order out Yes / No 1 pt
  5. Refunds and credits are approved by a manager and recorded on the order Yes / No 1 pt
  6. Orders reported as not received are checked against the driver's check-out and delivery record Yes / No 1 pt
  7. Complaints are reviewed weekly by cause (late, cold, wrong, missing item, driver conduct) Yes / No 1 pt
  8. Complaints naming a driver are discussed with that driver and documented Yes / No 1 pt
  9. Repeat complaints from the same address are reviewed for fraud before credit is given Yes / No 1 pt
  10. Low ratings in the app or on review sites are answered according to company policy Yes / No 1 pt
  11. Callback surveys or follow-up calls are made to a sample of delivery customers each week Yes / No 1 pt
  12. Corrective actions from the previous delivery review were completed Yes / No 1 pt
  13. Delivery complaints received last week Number
  14. Complaints per 100 delivery orders last week Number
  15. Name of the shift manager on duty Short text
  16. Overall delivery operation Rating
    • Orders accurate and on time, drivers meeting standards 5 pts
    • Meets standard except at peak 3 pts
    • Late orders, errors or driver lapses throughout the shift 1 pt
  17. Corrective actions required Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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