BOH TM Training Workbook

beginning
love

Happiness is
here and now

pizza -

customerS

learning

team work,
succeed

Whatever you do, do it well

TABLE OF CONTENTS

Core Values……………………………………………………….………..………….…………………………………………….…………..….……3
About Papa Murphy’s
Structure of Your Training ...……………………………………………………………….…………………………….…………………….....7
Learning Objectives ………………………………..……………………………………..………………………………..…………............…. 2
Make it Count…………………………………………………….…….………..………………………………………………….…………..….……3

Pre-Assessment .…………………………………………………………………………………….…………..………………….………………….4
Food Safety………………………………………………………………………………….…………..………………….………………….

Definition………………………………………………………………………………….…………..………………….…………
Upholding Food Safety………………………………………………………………………………….…………..…………
FIFO………………………………………………………………………………….…………..………………….………………….
Dough………………………………………………………………………………….…………..………………….……………
Mixing………………………………………………………………………………….…………..………………
Doughballing…………………………………………………………………….……….……..………………
Sheeting…………………………………………………………………….…………..…………………….…………
Proofing…………………………………………………………………….…………..………………
Veggies and AOS…………………………………………………………………….…………………………………………………
Focus on Their Needs…………………………………………………………………….………………………...………………
Go Over the Top…………………………………………………………………….…………..……………………………………
Resolving Customer Complaints…………………………………………………………………….…………..………………
Assessment………………………………………………………………….………………………...………………



WELCOME TO THE PAPA MURPHY’S FAMILY! WE BELIEVE WHAT WE DO IS IMPORTANT.

We bring families together through food people love, both by serving our customers and by providing careers and
employment to the entire Papa Murphy’s family. You are now a part of a company that is full of passion, determination,
and we love pizza! Even though this may start as just a job, we hope it turns into a successful career. We are here to
help you pursue, realize, and exceed your goals.

SERVE WITH PURPOSE We have an obligation to support Customers,
Franchise Owners, our communities, and each other
with every action we take.

We love amazing food and believe that enthusiasm
for helping others paired with an uncompromising
commitment to quality adds a whole lot of happy to
the world.

SERVE PEOPLE WELL & HAVE HIGH We are one team committed to respectful
STANDARDS interactions that create a productive environment.
PEOPLE Love We fill a lot more tables with home-baked love when
we work together.
DRIVE RESULTS THROUGH PERSEVERANCE
PEOPLE Love We are optimistic, flexible, and focused. We
understand where we want to go and persevere as
INTEGRITY THROUGH OUR ACTIONS we progress towards our goals. When we fail, we
PEOPLE LOVE learn, we grow, and we start again.

We do things the right way for the right reasons.
There aren't many things we'll fall on our pizza cutters
for, but acting ethically with transparency is one of
them.

2

The heartbeat of the Papa Murphy’s organization is TIME COMMITMENT
its people. Our culture is built on core values that
define how we do business and have made Papa Everyone learns at a different pace and style. In an
Murphy’s what it is today: a beloved workplace effort to ensure your success as a new Team Member,
dedicated to the concept of creating fresh, delicious we will walk through each component with you and
food for families to enjoy. You’ve chosen a great then you’ll have time to practice, guided and
time to become a member of the Papa Murphy’s independently. On average, training takes 4 weeks
family! We love what we do! but that will depend on your weekly schedule, the
needs of the store, and your trainer’s schedule as
As the largest take and bake pizza chain, our concept well.
is simple: no delivery, no commercial ovens, no late
hours and no dine-in service. Just freshly made pizza CLARIFY
every day! Our customers love our pizza. Why?
Because at Papa Murphy's, we are Fresh Fanatics. When your trainer first presents information to you,
Our stores do not have freezers. We come in you’ll have the opportunity to listen and ask
early to make our dough from scratch, grate our questions. This is a great time to get clarification
100% whole-milk mozzarella every day, and hand about anything you don’t completely understand. If
slice our veggies. We're rated #1 because we do you need your trainer to slow down or speed up, let
things a little differently. them know that too. You know how you learn best.

WATCH

After presenting the information, your trainer will
demonstrate how to do something. Watch carefully,
take notes, and ask more questions.

PRACTICE

You will then have a chance to practice. Remember
that you may not master every skill right away and
that’s perfectly okay. Be patient and with enough
practice, everything will begin to feel more natural.

DEVELOP

As you practice, your trainer will be observing your
progress and will be offering suggestions, advice and
tips that will help you improve. Feedback is a learning
opportunity, not criticism. Use it simply as a measure
of your growth.

3

Upon completion of this training, you will have the skills, knowledge and abilities to:

Demonstrate proper Front of House and/or Back of House procedures
Maintain Papa Murphy’s Brand Standards
Deliver fresh, quality products in a fast, friendly, and clean environment
Have the confidence to effectively communicate with customers
Develop and maintain healthy, productive relationships with team members

In order to get the most out of this, challenge yourself to:

BE POSITIVE AND HAVE FUN! BE ATTENTIVE AND LISTEN

Learning doesn’t have to be strict, structured, Your trainer is there for you. Just ask if you need
and serious all the time. People actually learn them to repeat something you don’t quite
better when they’re having fun, laughing and understand or need to clarify.
enjoying themselves. It’s a scientific fact!

TAKE NOTES AND ASK QUESTIONS PRACTICE ANY CHANCE YOU GET

This book is yours to keep. There are blank Dig in and make the most out of your practice time.
areas for note-taking, so write down all your Your trainer will always present the information
questions and thoughts. They will come in handy first and then will show you how to do it. Then it
later. will be your turn to show them how great you are.

4



BACK OF HOUSE

1. The foundation to Papa Murphy’s success is our ______________.
2. The four steps of the dough making process are:

1) Dough mixing
2) ____________________
3) Sheeting
4) ____________________
3. The ingredients in our Original dough are:
1) ___________________
2) Salt
3) Sugar
4) Oil
5) ___________________
6) ___________________
4. ________________ the dough before sheeting is an important step because it makes it easier to sheet
the dough and it is better for the end product.
5. The only approved doughballing method used at Papa Murphy’s is __________________ doughballing.
6. Papa Murphy’s has different crust platforms. They are Original, _______________________, Fresh Pan,
Gluten Free, Sauced and Cheesed, Fresh-makes, and ________________________.
7. Four characteristics of Papa Murphy’s dough are
1) Appearance
2) __________________
3) Aroma
4) __________________
8. AOS (Add-on Sale) Items include Cinnamon Wheels, Cheesy Bread, Salads, and _____________________.
9. FIFO stands for ______________________________.
10. We keep all fresh produce in the ___________________________.
11. When using any kind of a sharp blade, you must wear a _______________________.
12. Before prepping or handling any product, other than dough, you must wash your hands and
_________________________________.
13. Food Safety is defined as the handling, preparation, and______________that preserves the quality of
food and prevents unsafe practices or temperature abuse leading to foodborne illness.
14. A Rated R sticker on a machine means that you must be at least_______years old to operate the
equipment.
15. ___________________ is the stacking process used when handling sheeted crusts. It is the only
approved method for stacking or handling sheeted crusts.

6

DEFINITION 2. With your trainer, locate this sign and discuss
when you need to wash your hands and when you
Food safety is defined as the handling, preparation, need to put on new gloves.
and storage that preserves the quality of food and
prevents unsafe practices or temperature abuse 3. What are the potential consequences of a
leading to foodborne illness or foreign material foodborne illness spreading in a Papa Murphy’s
contamination potentially causing customer illness or store?
injury.
______________________________________
Product quality and food safety are important ______________________________________
components of our core value – Create Food People ______________________________________
Love. ______________________________________
______________________________________
UPHOLDING FOOD SAFETY ______________________________________
______________________________________
PMI established food safety standards to ensure that ______________________________________
all stores provide safe, wholesome products and ______________________________________
reduce risks to the customer. Following food safety ______________________________________
procedures will help avoid situations that lead to
food safety issues. This is good business for individual 4. Explain how and when you need to clean floors
stores and for the Papa Murphy’s brand. and surface areas:

Being in the Back of House, you will have a direct ______________________________________
impact on our products. ______________________________________
As a team member, an important part of your role ______________________________________
will be to follow all food safety standards at all times ______________________________________
and maintain a polished appearance. Encouraging ______________________________________
your team to do the same is just as important. ______________________________________
______________________________________
1. What are some things you must do to ensure all ______________________________________
food safety standards are being met? ______________________________________
______________________________________
_W_as_h_h_a_n_ds_b_e_fo_r_e _h_an_d_lin_g__an_y_f_o_od_. ______________ ______________________________________
___F_IF_O_________________________________
______________________________________ ______________________________________
______________________________________ F_I_FO__(F_i_rs_t_In__Fi_rs_t_O_u_t_) _is_h_o_w__al_l p_r_o_d_u_ct_s_a_re_______
______________________________________ er_on_ts_aut_ree_d_s, ho_er_lpf_ul_ift_ea_swt_aa_ny_da_anr_dd_sr_eam_ndovfoedodfrsoamfestyh.eTlvhees) to
______________________________________
______________________________________ product you receive first is the first to be used. Your
______________________________________ trainer will now demonstrate exactly how FIFO
______________________________________ works.
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________ 7
____________________

Our dough is the foundation of our success. It is ___________________: This ingredient enhances the
critical that we uphold the highest operational flavor of the dough and controls the yeast activity. It
standard when mixing, balling, sheeting, and proofing. also strengthens the dough.
This allows us to continue to stand out from our
competition. There are no short-cuts in dough. Our ___________________: This ingredient enhances the
dough tastes great and has a distinctive light and airy flavor of the dough and provides food for the yeast. It
texture. Making adjustments, even small, will greatly also helps with the browning of the crust.
affect the integrity of the dough. If our dough’s not
right, our pizzas won’t be right. It’s just that simple. ___________________: This ingredient lubricates the
dough, preventing stickiness. It also helps prevent
With your trainer, discuss and take notes about the moisture from the sauce being absorbed into the
characteristics of our dough. crust, and it makes the crust tender.

Appearance Color ___________________: This ingredient gives the
dough its rise and flavor through fermentation.
Aroma Texture Fermentation is the process of the yeast producing
carbon dioxide gas. The gas is trapped by the gluten,
which causes the dough to rise.

___________________: Using the right amount of
this ingredient, at the right temperature, is critical.
The wrong amount can ruin the dough. If it’s too hot,
it will kill the yeast. If it’s too cold, it will not activate
the yeast.

INGREDIENTS MIXING

Dough___________________: When mixed with water, the In order to properly mix our dough, you will always
follow the job aids posted in the Back of House, but
proteins in flour form gluten. Gluten is the elastic there’s more to it than just following a process.
substance that retains the gas produced by the yeast. Understanding why we follow such a specific process
It is responsible for the structure, texture, and volume will help you be very successful in your role.
of our dough. At Papa Murphy’s, we use a high
protein, high gluten wheat flour. It is the best money With your trainer, review the steps to mixing dough
can buy. first. They will demonstrate HOW to do it and then
discuss WHY it’s done this way. Answer the following
questions as you walk through the process with your
trainer.

8

Why is it important that the ingredients are added in What is Gluten? What does it do? Is it an ingredient in
the order they are put into the mixing bowl? our dough?

______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ W__h_y_is_t_h_e_t_em__p_e_ra_tu_r_e_o_f_t_he__w_a_te_r_im__p_o_rt_a_n_t?_____
____________________________________________________________________________
______________________________________ ____________________________________________________________________________
____________________________________________________________________________
______________________________________ __________________________________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
_W_h_a_t_if_y_o_u_fo_r_g_e_t _to_a_d_d_y_e_a_st_a_f_te_r_y_o_u_h_a_v_e_st_a_rt_e_d_ _W_h_a_t_h_a_p_p_en_s_i_f _yo_u__m_ix_d_o_u_g_h_l_on_g_e_r_t_ha_n__th_e_____
_m_ix_in_g_?_________________________________ _re_q_u_ir_e_d_t_im_e_?____________________________
______________________________________ ______________________________________
__________________________________________________________ __________________________________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
______________________________________
______________________________________ ______________________________________
____________________
______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

____________________ 9

DOUGHBALLING Why do we Doughball with two hands, rather than
just one hand?
As you dougball the dough, the fermentation process
continues. A properly made Dougball will be smooth ______________________________________
and round and will have the air removed from it. This ______________________________________
allows the Doughball to rise equally in all directions ______________________________________
and produces a terrific crust. ______________________________________
What are the four steps to Doughballing? ______________________________________
______________________________________
1. Weigh correct portions of dough ______________________________________
______________________________________
2. ______________________________________
______________________________________
3. ______________________________________
______________________________________
4. rW_o_uh_na_td_ehda_p?_p_e_n_s_if_D_o_u_g_h_b_al_ls_a_r_e_lo_o_s_e_a_n_d_n_o_t ______
____________________________________________________________________________
Refer to the Doughballing job aid and watch as your __________________________________________________________
trainer shows you how to properly Doughball. Unless ______________________________________
your store has a Doughballing machine, you will be ______________________________________
using the 2-handed Doughball method. It takes some ______________________________________
practice, but will get easier with time! ______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
A_f_te_r_D_o_u_g_h_b_al_li_ng_,_t_h_e_D_o_u_g_hb_a_l_ls_m_u_s_t_r_es_t_a_t_le_a_s_t _
1_2_t_o_2_4_h_o_u_r_s_b_e_fo_r_e_b_e_in_g_s_h_e_et_e_d_(_th_i_s _al_lo_w_s_t_h_e__
g_lu_t_e_n_t_o_d_e_ve_l_o_p)_. _________________________
T_h_e_D_o_u_g_h_b_a_lls_a_l_so__n_ee_d__to_warm up at room

temperature for one hour before they can be
sheeted. Dough that has not rested for the correct
amount of time will be bland, flat, and even hard to
chew. It also becomes difficult to work with and
shortens the shelf life.

When this step is done correctly, sheeting will be
easier too.

10

SHEETING ______________________________________
______________________________________
The sheeter should do most of the work and the ______________________________________
crust should only need to be placed on the tray with ______________________________________
minimal stretching; only stretch the crust if it was not ______________________________________
sheeted to the indentation of the tray. If there are air ______________________________________
bubbles under the sheeted crust, gently lift up the ______________________________________
dough until the air is released. ______________________________________
______________________________________
What are the 6 main steps to sheeting dough? ______________________________________
_W_h_y_m__u_st_y_o_u_s_e_t _th_e_s_h_e_et_e_r_to__th_e_c_o_r_re_c_t_se_t_ti_n_gs__
1. Flatten and flour Doughballs _e_ve_r_y_t_im_e_?______________________________
____________________________________________________________________________
2. ____________________________________________________________________________
__________________________________________________________
3. ______________________________________
______________________________________
4. ______________________________________
______________________________________
5. ______________________________________
______________________________________
Watch and take notes as your trainer demonstrates ______________________________________
how to sheet dough into crusts. ______________________________________
______________________________________
What can happen to the dough if you pound and flour ______________________________________
too many Doughballs prior to sheeting? ______________________________________
____________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
_W_h_ic_h_s_id_e__of_t_h_e_D_o_u_g_h_ba_l_l d_o__yo_u__flo_u_r_a_n_d_w_h_y_d_o__
_w_e_d_o_t_h_is_?______________________________
______________________________________
____________________

11

Describe what this stacking process is called and what As you walk through the details of proofing with your
it allows you to do. trainer, fill in the information below.

FOR PROPER PROOFING:

Make sure that the crusts are being properly rotated
using ________________rotation. Check the dates on
the crusts. If they are more than ________ hours old
or have already been proofed, then they must be
thrown away.

Before using crusts to make pizza, allow them to
proof at room temperature at least _____ hour(s)
before they will be needed (depending on the
temperature in the store).

______________________________________ ORIGINAL & THIN CRUST
______________________________________
______________________________________ 1___ hour to proof + ___hours to sell = ___ hours
______________________________________
______________________________________ FRESH PAN
______________________________________
______________________________________ ___ hour to proof + ___hours to sell = ___ hours
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
___P_R_O_O_F_IN_G_____________________________
____________________

Proofing is the process of letting the pizza dough
warm up to room temperature and increase in
thickness. A properly proofed crust will rise in the
oven and the bottom will be a nice, crunchy crust. If
the dough is not properly proofed, the pizza will not
rise and the crust will be soggy. The combination of
proper proofing and giving verbal baking instructions
to the customer are crucial to assuring a quality pizza.

12

Crusts must be used the same day (within______ Trainer’s
hours of being removed from the walk-in). initials

Fresh Pan crusts must be used the same day (within MIXING
______ hours of being removed from the walk-in).
Needs practice GREAT!
Crusts should never be_______________ during or
after proofing. This will result in _______________. OO O O O

When a crust has proofed, it is ready to use. Once DOUGHBALLING O GREAT!
proofed for 1 hour or more, the crust cannot be Needs practice
returned to the walk-in refrigerator for later use. OO
OO
Use the PULL, USE, TOSS charts to ensure proper
proofing times. See examples below.

Original & Thin Fresh-makes

SHEETING

Needs practice GREAT!

OO O O O

Remember… PROOFING

Our dough is the foundation of our success. It is Needs practice GREAT!
critical that we uphold the highest operational
standard when mixing, balling, sheeting, and proofing. OO O O O
There are no short-cuts in dough.

PRACTICE Comments/Notes for Improvement:

It is time to show that you understand these ______________________________________
processes. Take time to practice with your trainer ______________________________________
each one. Ask any questions as you practice. Use this ______________________________________
chart and the job aids to guide your practice and your ______________________________________
trainer will initial when they see that you are ready to ______________________________________
move on. ______________________________________
______________________________________
13 ______________________________________
______________________________________
______________________________________
______________________________________
______________________________________

You will follow the directions on the job aids when You will follow the directions on the job aids when

prepping all vegetables, fruits, and when shredding prepping all AOS products.

cheese. After your trainer discusses and shows you best

After your trainer discusses and shows you best practices and brand standards, they will watch you

practices and brand standards, they will watch you practice and will provide you with feedback. They will

practice and will provide you with feedback. They will initial this chart when you have demonstrated your

initial this chart when you have demonstrated your abilities and show you’re ready to move on.

abilities and show you’re ready to move on.

Trainer’s

initials

Sanitizing surfaces Mini Murph

Assembling/using the hopper Cinnamon Wheel

Use and care for table top dicer Chocolate Chip Cookie Dough

S-blade use S’mores Dessert Pizza
Gloves/cut glove Scratch-Made 5-Cheese Bread
Rinsing Classic Cheesy Bread (optional)

Dicing Garden Salad

Slicing Club Salad
Chopping Caesar Salad (and Chicken Caesar)
Shredding Mediterranean Salad
Filling inserts Italian Salad

Labeling

Storage

Rotation

14



Not Strongly Strongly

Sure Disagree (2) (3) (4) (5) (6) (7) (8) Agree

(0) (1) (9)

I asked all questions that I

had during my initial O O OOOOOOO O

training

I will take Food Safety O O OOOO OOO O
seriously when on the job

I can demonstrate how to O O OOOO OOO O
mix dough properly

I can demonstrate how O O OOOOOOO O
make doughballs using
the 2-handed method

I can efficiently sheet O O OOOOOOO O
doughballs into crusts

I can explain the proofing

process and understand O O O O O O O O O O

PULL, USE, TOSS

I can explain why our O O OOOOOOO O
dough processes are so
specific

I will use the job aids to O O OOOO OOO O
prepare all AOS products

I understand the O O OOOOOOO O
responsibilities of my
position

I can summarize Papa O O OOOOOOO O
Murphy’s Core Values

I will add positivity to our O O OOOO OOO O
team

16

THINGS I CAN’T FORGET TO DO ARE...

I NOTICED …

I WILL HAVE TO PRACTICE…

I STILL HAVE QUESTIONS ABOUT…
17