operationsmanual

revised 1.1.07 OPERATIONS MANUAL

revised 1.1.07 To: Date: Subject: Manual Receipt Form This letter verifies receipt of the following Cheeburger Cheeburger Restaurants, Inc. Manuals and the conditions associated with the acceptance of these Manuals. Date Received Site Selection Manual ……………… _____________________ Operations Manual ………………… _____________________ Employee Manual …………………. _____________________ Policy & Procedure Manual ………. _____________________ Training Manual …………………... _____________________ These are the Cheeburger Cheeburger Restaurants, Inc. Manuals. The information contained in these manuals is confidential and is a trade secret of the Cheeburger Cheeburger Restaurants, Inc. Franchise Company. Accordingly, no person having access to these Manuals may disclose the contents of these Manuals to the public or any person not authorized by the Cheeburger Cheeburger Restaurants, Inc. Franchise Company to use these Manuals. These Manuals may not be copied, reproduced or distributed in any manner. At all times, Franchisee must keep these Manuals in a secure area within the premises where its franchised business is located. Franchisee must limit access to these Manuals to such of its employees that have a “need to know” in order to perform their jobs. Such employees – including Franchisee‘s manager and assistant manager and any other personnel receiving training from the Cheeburger Cheeburger Restaurants, Inc. Franchise Company - and all Franchisee‘s owners, officers, and directors must sign Cheeburger Cheeburger Restaurants, Inc. standard form of confidentiality agreement before such persons are granted access to these Manuals or begin their relationship in such capacity with Franchisee. No other persons may have access to these Manuals. ___________________________ ______________________ Franchisee Restaurant Location _______________________________ Cheeburger Cheeburger Restaurants, Inc. Copy # ______ #1 Cheeburger Cheeburger - #2 Franchisee

revised 1.1.07 CHEEBURGER CHEEBURGER RESTAURANTS, INC. OPERATIONS MANUAL September 2003 This is the Cheeburger Cheeburger Restaurants Operations Manual. The information contained in this manual is confidential and is a trade secret of the Cheeburger Cheeburger Restaurants Franchise Company. Accordingly, no person having access to this Manual may disclose the contents of this Manual to the public or any person not authorized by the Cheeburger Cheeburger Restaurants Franchise Company to use this Manual. This Manual may not be copied, reproduced or distributed in any manner. At all times, Franchisee must keep this Manual in a. secure area within the premises where its franchised business is located Franchisee must limit access to this Manual to such of its employees that have a “need to know” in order to perform their jobs. Such employees - including Franchisee ‘s manager and assistant manager and any other personnel receiving training from the Cheeburger Cheeburger Restaurants Franchise Company - and all Franchisee ‘s owners, officers, and directors must sign Cheeburger Cheeburger Restaurants, Inc. standard form of confidentiality agreement before such persons are granted access to this Manual or begin their relationship in such capacity with Franchisee. No other persons may have access to this Manual. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida

revised 1.1.07 Letter from Cheeburger Cheeburger Restaurants, Inc. Chairman & CEO Welcome to the family of Cheeburger Cheeburger Restaurants, Inc. We know that you will find every day in your store, a challenging and stimulating experience. You can work effectively and productively, knowing that you have the backup of Cheeburger Cheeburger Restaurants, comprehensive Operations Manual and thorough training in how to operate your store. In addition, our staff of experienced and dedicated people at the corporate office are always ready to answer your questions. Sincerely, Bruce Zicari Mr. Bruce Zicari, Chairman & CEO, and the Cheeburger Cheeburger Restaurants, Inc Family © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida i

revised 1.1.07 COMPANY MISSION The mission of Cheeburger Cheeburger Restaurants, Inc. is to provide a system of high standards, superior customer service and effective cost controls in order to maximize franchise owner profitability. Cheeburger Cheeburger Restaurants, Inc. strives to be the “Mom and Pop” of hamburger chains with a wide appeal to diverse cultural groups of varied incomes. The goal of Cheeburger Cheeburger Restaurants, Inc. is to provide a casual dining experience that exemplifies quality, value, service, and excellence in all aspects of the operation. This is our company theme at Cheeburger Cheeburger Restaurants, Inc. This is the philosophy we live by. The importance of attention to detail cannot be overemphasized. It is a way of life. You must be a perfectionist! The degree of success the operation has depends on your ability to seek excellence. Accept nothing less than perfect. This is a challenging business. It takes people who are vigilant to ensure that the best product is the only product on the table. We live by the motto - “IF IT IS NOT RIGHT - DON’T SERVE IT.” With this in mind, we developed these manuals to use in your store. Because we know mistakes will be made, this Operations Manual was designed to minimize errors. It will help you to DO IT RIGHT THE FIRST TIME and EVERYTIME. Our goal at Cheeburger Cheeburger Restaurants, Inc. is to do two things: Serve the guests and make a fair profit. If the first task is not done perfectly, the second goal cannot be achieved. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida ii

revised 1.1.07 OPERATIONS MANUAL - TABLE OF CONTENTS Letter from CEO i Company Mission ii Section Heading/Pages Section I: Food and Food Safety 8 Food Safety 9-38 HACCP 39-93 HACCP Operations Documents 94-110 Weekly Line Check 111 Thermometer Calibration Guide 112 Ground Beef Safety 113 Section II: Safety 114 Accidents 115-122 OSHA’s and Safety and Emergency 123-144 Cheeburger Cheeburger’s Safety 145-149 Section III: Management 150 General Management 151-156 Front of the House 157-163 Evaluation 164 Carry-Out/Dine In Surveys 165-169 Timeline for Success 170-176 Guide to Interviewing 177-194 Sexual Harrassment 195-196 Section IV: Employee Training 197 Trainer’s Manual 198 Employee Handbook 245 Section V: Production 269

revised 1.1.07 OPERATIONS MANUAL - TABLE OF CONTENTS (continued) Section Heading/Pages Section VI: Financial 317 Sales Report 318-320 Income Statement 321-326 Chart of Accounts 327-329 Inventory 330-334 Daily Prep 335-336 Ordering & Receiving 337-340 Product Variances 341-344 Inventory Items Sheets 345-352 Section VII: Equipment 353 Equipment Specifications 354-360 Equipment & Furniture Specification List 361-362 Gift Card Account Manager 363 Gift Card Agreement 364-370 Gift Card Order Form 371 Gift Card Terminal Instruction 372-373

revised 1.1.07 Section I. Food and Food Safety

revised 1.1.07 Topic The Importance of Food Safety Safe food service is important for health and financial reasons. Food safety affects everyone: Your co-workers, customers, and the food service operation itself. Contamination Contamination is the presence of something harmful in food such as bacteria, a virus, a piece of glass, metal or hair or any foreign body. Contamination can be bacteria or microscopic organisms living in food. Food rich in protein, such as meat and poultry, is most susceptible to bacterial contamination. Cross Contamination Food can become contaminated when bacteria from one food passes to another food through a knife, cutting board, or a person. This is known as cross-contamination. Food-borne Illness “Borne” means carried. Food-borne illness is an illness that is illness carried in the food to those who eat it. • Food-borne illnesses may be caused by microorganisms. These are microscopic, one-celled organisms such as bacteria. • Bacteria are smaller than the eye can see and exist almost everywhere. • Bacteria multiply rapidly in food that is high in protein such as meat and poultry. • A single bacterium can grow, divide, and multiply in food so quickly it can make people who eat it sick. This means the food is contaminated. • Food-borne diseases are caused by bacteria or infections resulting from many factors: Infected meats, improper refrigeration, poor sanitation habits by food service workers, holding food improperly, food in punctured cans, or food contaminated by rodents. • All food contains bacteria. The best way to control bacteria is through good sanitation. • Bacteria cannot move about freely. It is transmitted by some form of “vehicle.” The most common vehicle that transports bacteria is the hands. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 1

revised 1.1.07 Topic Causes of Food- borne Illness There are eight (8) frequent causes of food-borne illness: 1. Failure to cook food properly. 2. Failure to cook food at a high enough temperature. 3. An infected employee with poor hygiene. 4. Food prepared a day or more in advance and handled carelessly. 5. Raw food mixed with cooked food. 6. Food left in the temperature danger zone too long. 7. Left over food which is not reheated to the proper temperature. 8. Cross contamination. An example is a cutting board that is used for raw food and not cleaned or sanitized properly. Diseases caused by contaminated food The following are examples of commonly recognized food-borne illnesses as a result of contaminated food. Botulism Caused from improper canning techniques. Canned goods that show signs of ruptured seals, crack, or contents should be discarded. Salmonella Usually found in contaminated poultry but can also be found in red meats. Is often cross-contaminated with other food products through food service workers. Hepatitis Generally caused by contaminated shellfish. Usually caused by infected food service workers who fail to wash their hands after using the bathroom. Staphylococcus Commonly known as staph infection. Generally caused by food service workers who fail to wash their hands after using the bathroom. Also occurs when open wound or non sterilized bandage comes in contact with food. Clostridium Perfringens This is a bacteria often found in meats and specifically in the intestinal tract. Can also be found in water. soil, and dust. Transmitted by improper washing, heating, and cooling. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 2

revised 1.1.07 Topic Diseases (continued) Trichinosis. Usually caused by under-cooked pork. Dysentery Usually comes from broken plumbing. Water is contaminated at its source. Also caused by flies and unwashed hands. Typhoid Fever Comes from milk, water, or shellfish contaminated at their source. Also caused by contaminated flies. Diphtheria Usually comes from improperly washed silverware or dishes. Bacteria Growth Potentially hazardous food is the type that is most in danger of being contaminated. This is where bacteria grow most rapidly. There are four categories of potentially hazardous food: Fresh meat like beef or pork; poultry such as chicken and turkey; seafood and fish; and dairy products such as milk and cheese. Bacteria will grow if it remains in the temperature danger zone for more than four hours. This is between 39° degrees and 141° degrees Fahrenheit. Bacteria Control Bacteria divide once every 20 minutes. In 16 hours one bacterium can Temperatures multiply into over 70 trillion. This is why controlling bacteria is a constant job. It requires temperature control, sanitary practices, and germicides such as iodine or chlorine. Bacteria grow very slowly at temperatures below 32º degrees Fahrenheit. Bacteria stops growing completely at 0º degrees Fahrenheit and below. Bacteria grow slowly at 141º degrees Fahrenheit and above. Bacteria stops growing completely at 180º degrees Fahrenheit or more. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 3

revised 1.1.07 Topic Danger Zone / Danger Window There is a danger zone or danger window when heating and cooling food products. This danger zone is between 39º degrees and 141º degrees. This is the zone when bacteria multiply the fastest and create toxins and poisons harmful to people and animals. out. When in doubt throw it out. Careful sanitation practices and safe temperature control insure complete customer satisfaction and prevent food-borne illnesses from becoming a problem. Heat is the best way to kill harmful bacteria. However, some toxins Bacteria Control are so strong that even the highest temperature will not kill them. Thermometer These toxins kill humans. Therefore, when in doubt, throw it out. If the food product looks, or smells, bad, throw it away. Bacteria Control Temperatures Water boils 212º degrees F Starches cool and bind 205º Water simmers 195º Most harmful bacteria destroyed 180º Hold hot foods after cooked over 141º Highest temperature hand can endure 120º-130º Dangerous temperature for most foods. Bacteria grows. Body temperature 98.6º degrees F Room temperature 72º per FL Health Care Preferred refrigerator temperature 34º to 39º Water freezes 32º Store frozen foods 0º Preferred Freezer Temperature -5º to - 10º How to Measure and Monitor To measure food temperatures, use either a metal stemmed, numerical Food Temperature scaled thermometer, or a digital read-out thermocouple. Wash and sanitize instruments before use. The sensing area of the thermocouple is at the end of the probe. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 4

revised 1.1.07 Topic How to Use Thermometer to Calibrate the thermometer by placing it in a 50/50 ice to water Take Food Temperature slush for five (5) minutes. Turn the calibration nut until the needle reads 32º degrees Fahrenheit or 0º degrees Centigrade. Insert the probe into the food and wait for the dial or needle to stop moving. This takes at least 15 seconds. Take the internal temperature of food at its thickest part. The internal temperature of food is always taken using either a numerically scaled thermometer or a thermocouple. Limit the time food is in the danger zone. This is between 39º and 141ºdegrees Fahrenheit. The Flow of Food Food starts at the loading dock and moves through stages of preparation, cooking and service. At the loading dock At the loading dock: After food is received it must be stored outside the danger zone. The danger zone is between 39º and 141ºdegrees Fahrenheit. Thaw food in the refrigerator at 39º degrees Fahrenheit or colder. Thawing Food can also be thawed in clean, running water at 70º degrees Fahrenheit or below. Preparation Preparation: The preparation stage must be limited to four (4) hours. This is because food may be contaminated if it remains in the temperature danger zone too long. Divide food into small batches during preparation. This minimizes the time food spends in the temperature danger zone. Use clean and sanitized utensils and cutting board when preparing food. Clean and sanitize after use. Clean and sanitize all utensils when changing to another food. Never use the same knife, utensil, or cutting board to prepare different kinds of food. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 5

revised 1.1.07 Topic Cooking Food must be cooked at the minimum recommended temperature to kill harmful bacteria Poultry and stuffed meat should be cooked to a minimum of 165º degrees Fahrenheit. Ground beef must be cooked to a minimum of 155º degrees Fahrenheit. Food service Food service: Food must be kept at 141º degrees Fahrenheit or above. Food must not be touched. Any surface that touches food must not be touched. Do not touch any part of a glass, dish, plate or utensil that may also touch a person’s mouth. Hold plates by the bottom or edge. Hold glasses near the bottom or by the stem. Hold flatware by the stem. Hold cups by the handle, on saucers or use a tray. Never stack cups. Remove ice from an ice machine using tongs or a scoop. Provide new plates for guests who return to self-serve buffets. Leftover food Leftover food: Food may be reused if cooled to 39º degrees Fahrenheit within four (4) hours. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 6

revised 1.1.07 Topic Use an ice water bath or a blast chiller to cool food rapidly. Cover, date, label and refrigerate food immediately after cooking. Place all cooked food above raw food in the refrigerator. Leftover food may be reused if re-heated to 165° degrees Re-heating Fahrenheit one time only. Discard food if it is not used or eaten. leftover food Never re-use leftovers more than once. Food Shipments Only authorized personnel can accept or sign for food deliveries. The Decision to Accept or Reject Accept food only if it is: 1. Fresh or properly frozen. 2. Free of infestation or contamination. 3. The appropriate temperature and condition for each food type. 4. The delivery truck is clean and pest-free. 5. The other products in the truck are free of contaminates. 6. There are no chemicals in the truck that may have spilled on your food. Meat Meat is firm, moist, elastic, and is at 39 ºdegrees Fahrenheit or below Raw beef is bright cherry colored Poultry Poultry is firm, no discoloration, and at a temperature of 39º degrees Fahrenheit or below. Milk Milk is below 39º degrees Fahrenheit. Take milk temperature in large containers by pouring a sample and inserting the thermometer. Or, wrap the bulk package around the temperature probe. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 7

revised 1.1.07 Topic Check that milk expiration date has not passed. Frozen foods Frozen food is minus five (-5º) degrees Fahrenheit or colder. Frozen food is not thawed or refrozen. Note: Do not accept if there is frozen liquid on the outside of the package, if the package is distorted or there are large ice crystals on the food. Take temperature by placing the sensing area of the thermometer between two portions. For vacuum packaged food, take the temperature by placing the sensing area of the thermometer between two packages. Canned goods Canned goods must be sealed, unbroken, free of rust, and flaws. Do not accept cans that are swollen, rusty, dented or leaking. Storage First in. FIRST OUT. This is a storage rotation method that ensures that food received first is used first. Dated food. New food is placed behind food with earlier dates. Dry storage Keep in original containers or in other clean and labeled containers. Keep at least six (6) inches off the floor and away from walls. Store away from pipes, condensation lines, and refrigerator units. Refrigerated food Monitor temperature of refrigerator and food by checking the unit gauge and measuring the temperature of the stored food. Store raw food under ready-to-eat food. This prevents any dripping from contaminating food that will not receive additional cooking. Keep at product temperature no higher than 39º degrees Fahrenheit. Note: Refrigerator must be kept colder. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 8

revised 1.1.07 Topic Freezer Food stored in the freezer should be kept at 0º degrees Fahrenheit or below. Follow the same procedures for checking temperatures that are used for Refrigerators. Never refreeze food that has been thawed. Chemicals Keep chemicals, detergents and sanitizers in their original labeled containers. Keep chemicals and detergents in a cabinet or on shelves away from food storage areas. Keep material safety data sheets in a place that is easy for employees to see. Post emergency measures in case of accidental poisoning. Cleaning and Sanitizing Cleaning is the removal of dirt and stains that can be seen on a surface. Cleaning requires use of hot water, detergent and clean drinkable rinse water. Sanitizing means reducing the number of harmful microorganisms using very hot water or a chemical sanitizing solution. Cleaning and Sanitizing Check the cleanliness of the machine before use. Using a Dishwashing Check that the wash and rinse tank contains clear water and the sprayers are Machine clear. Check that the detergent level is full. Scrape and soak items to be washed. Separate flatware from utensils. Load dishes into tray. Check that the surfaces are exposed to the spray. Check the temperature gauge on the machine. Hot water must be at least 180º degrees Fahrenheit at the manifold for the final rinse for high temperature machines. For machines with chemical sanitizers: Check the manufacture’s instructions for proper concentration of chemicals. Water temperature should be 140º degrees or above. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 9

revised 1.1.07 Topic After dishes have completed the machine cycle, let them air dry. Check for soiled items. Run them through the wash cycle again. Check the machine. Scrape and soak items. Using a Three – compartment Sink: Compartment 1. Detergent solutions and hot water, Wash items in this sink. Compartment 2. Hot clear water. Rinse items. Compartment 3. Chemical sanitation solution mixed according to manufacturer’s instructions very hot water. Sanitize in solution. Allow items to air dry. Cleaning & Sanitizing Prepare two solutions : Fixed Equipment 1. For food-contact surfaces. 2. For non-food contact surfaces. Unplug electrical equipment. Wash and rinse all non-food contact surfaces first. Air dry. Wash, rinse, and sanitize food contact surfaces. Use a sanitizing solution prepared according to manufacturer’s instructions. Air dry. Dry hands and plug in machine cord. Check that machine is working properly. After item has been sanitized, do not touch food-contact surfaces. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 10

revised 1.1.07 Topic Chemical Contamination Chemical contamination usually comes from sources such as pesticides, food additives, and toxic metals Pestcidres Pesticides used by fruit and vegetable growers to control insect damage are also toxic or poisonous to humans. Often food shipments coming into a store may have unsafe levels of pesticide residue. If these toxins are not thoroughly washed off, pesticide poisoning may occur. Food Additives . Additive and preservatives are agents that enhance the flavor of food products and keep them fresh longer. Some additives can make people extremely ill, especially those with asthma. These additives include monosodium glutamate (MSG), nitrites, and sulfating agents. Many states laws prohibit restaurant personnel from adding sulfites to food. Food deals are required to label products clearly when any type of additive is present. By limiting the use of products with additives, the danger to guests can be reduced Toxic Metals Toxic metals can be a source of chemical contamination. Zinc used in galvanized food containers can make acidic foods poisonous. Fruit juices, pickle and other acidic foods must never be placed in galvanized containers. Some refrigerator shelves contain cadmium that can make meats poisonous. Meats should never contact shelving material. Meats must always be protected. Copper, brass, and lead are other metals that can react with food. Preventing the Spread of Disease Most diseases transmitted through foods come from infected food service workers. Workers who fail to observe proper sanitary procedures when handling food are endangering the health of the public. Every food service worker must become health conscious. When all employees are trained in basic hygiene, there is a reduction of illness in the workplace. No one should be at work with any kind of illness or disease that can be transmitted to another. Cuts, burns and abrasions should be bandaged and covered with disposable gloves, whether working with food or not. A daily bath or shower and shampoos are a must. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 11

revised 1.1.07 Topic Hand Washing Fingernails must be clean and trimmed. No nail polish or false fingernails are allowed on the job. Germs caught under fingernails can get into food that is being prepared. Most food-borne illness is transmitted to foods by the hands of food service workers. Most types of contamination are picked up by hands; this includes soil from unclean surfaces, chemicals from cleaning products or viruses and bacteria. Human skin is never free of bacteria. Skin has the right conditions for bacterial growth. This is the same for the mouth, nose, eyes, throat, and ears. A person with a skin infection is a threat to the workplace unless personal hygienic is practiced. Basic hand washing is the most important measure of preventing the spread of disease. Hand washing facilities must be conveniently located so that workers can wash their hands frequently. Sinks must have hot and cold water and there must be a supply of hand cleansing soap or detergent and a sanitary way to dry hands. Hand washing in a food preparation sink is never allowed. Gloves can cross contaminate just like hands, so must be changed frequently. When gloves are used, all workers must wash hands thoroughly before beginning work and before handling food. Hand washing is required after any action that might cause contamination. This includes after using the toilet, smoking, eating, coughing, and sneezing, touching the hair or face, handling raw poultry or meat, picking up objects from the floor, and handling dirty dishes. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 12

revised 1.1.07 Topic Other precautions In addition to hand washing, there are other precautions to take. Be careful about touching oiled or infected objects including clothing. Perspiration is a common source of contamination. Food handlers may not drip sweat into equipment or food products. Do not wipe seat with your hand and then touch food. Do not use wiping cloths used on food contact surfaces to wipe sweat. Do use a disposable towel or napkin to wipe seat and then dispose of it properly. Smoking, eating, and gum chewing are sources of droplet contamination. Blowing bubbles and touching gum with the fingers are sources of contamination. Exhaled smoke contains droplets of contamination. Employees may only eat, drink and smoke in designated areas away from food preparation and service. Employees must wash their hands after smoking or eating. Clothing Clothing is exposed to contamination before and during work hours. Every effort must be made to reduce the risk of passing the contamination to others through food handling. Soil contains contaminates. Soil can enter the food establishment on employee shoes and clothing. All employees must arrive in clean clothes and stay clean by wearing protecting clothing. Caps, nets and other hair restraints must be worn to prevent contamination from loose hair. Jewelry and decorations must be left at home. Employees changing into uniforms and protective clothing must do so in a clothes -changing area. No one may change clothes in a food preparation, storage or washing area. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 13

revised 1.1.07 Topic Preparing Foods Food-borne illness outbreaks tend to occur during the preparation of food. Cross contamination Cross contamination occurs when bacteria are passed from a contaminated food or food-contact surface area to safe food. Conditions for cross There are many different ways cross contamination occurs. contamination Fruits and vegetables are processed on unclean cutting board previously used for cutting raw animal products. Raw or cooked foods are placed on work tables or slicing machines that have not been cleaned or sanitized. Raw animal products are stored above raw vegetable or other foods that do not require further cooking and drippings get into the food. A food worker handles raw meat or chicken and then prepares non- cooked food such as salad without washing his or her hands. Utensils such as forks or tongs are not properly cleaned and sanitize before use. Clean stem-type thermometers are used to check food temperature. Methods to prevent cross Contamination Clean and sanitize cutting boards, slicing machines and work tables between each use Clean and sanitize all food utensils between each use. Clean and sanitize thermometers between each use. Store raw meat and chicken below cooked foods or foods that do not require cooking. Rinse wiping cloths in sanitizing solution before use. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 14

revised 1.1.07 Topic Handling food safely Foods should be handled as little as possible. This is because whenever food is handled, cooked, reheated or cooled, dangerous microorganisms have the opportunity to grow. When equipment and utensils are not properly cleaned and sanitized, there is the likelihood of chemical and physical contamination. Do not leave potentially hazardous foods in the temperature danger zone: between 39º degrees F and 141º degrees F. Always clean and sanitize the workspace and utensils and have them ready for use. Store ingredients properly at the right temperatures until cooking begins. Safe food handling procedures Process raw ingredients as quickly as possible. Wash fresh produce thoroughly with drinkable water before cutting, slicing, cooking, or serving. This prevents possible contamination by soil-borne bacteria or chemical residue. Use chilled food products for salads made with potentially hazardous foods. This will help the salad reach the proper temperature in less time. This process should be completed in two (2) hours or less. Hot and cold handling Hot food must reach a minimum of 141º degrees F, Cold food must reach a minimum of 39º degrees F. Cooling potentially Hot foods: 141 degrees to 70º degrees F within two (2)hours hazardous foods 68º degrees F to 39º degrees F within four (4) hours. Frozen foods The temperature necessary to maintain the product frozen solid varies with the product. Generally this is minus five (- 5º) to minus ten (-10º) degrees F minimum. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 15

revised 1.1.07 Topic Thawing There are several ways to thaw properly: In the refrigerator less than or equal to 39º degrees F. As part of an uninterrupted cooking process. Any procedure for thawing a ready-to-eat food for immediate service. Submerged under running water at 70º degrees F as long as no portion of the ready-to-eat rises about 39º degrees F. Any food that will be properly cooked and does not rise about 41ºdegrees for more than four (4) hours. This includes time needed to prepare and cool to 39º degrees F. Time in lieu of temperature The operation must have written procedures on site and available to the controls inspector. The potentially hazardous food is marked or identified with the maximum four (4) hour time period in which the product will be cooked or served. After four (4) hours or if the product is unmarked per time, the food must be discarded. Date marking foods Refrigerated ready-to-eat potentially hazardous foods that are prepared in the store and held over 24 hours must be marked with the “Preparation Date” and a ten-day “Consume by Date.” Similar foods received from a processing plant must be marked with the same “Consume by Date”. All foods that are ordered must have a date prepared. Each item has a holding time limit. If product is older, then discard. Temperature measuring TMD Scale Accuracy for thermometers is: devices TMDs Food + / -2º degrees F Ambient Air and Water + /- 3º degrees F Preventing contamination Employees may not contact exposed, ready-to-eat food with their bare from hands hands. The exception is when washing produce. Instead of hands, employees must use suitable utensils, deli tissue, gloves, or dispensing equipment. Cooking foods Food is always to be cooked using the proper equipment. Recipes specify cooking temperatures and time. To be sure that harmful bacteria are killed, foods must be brought to the required temperatures both inside and outside. Internal cooking and serving temperatures of the foods must be checked. Food must be stirred frequently while cooking in order to uniformly distribute heat. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 16

revised 1.1.07 Topic The internal temperatures must be checked in more than one place when cooking foods. An acceptable temperature in one spot does not mean that every part of the food is properly cooked. Serving Foods During the time between cooking and serving, hot foods should be stored in equipment that keeps them at the required temperature at all times. Holding equipment includes heat lamps and insulated transport carriers. All holding equipment must be able to maintain a temperature of about 141º degrees F. Avoid holding heated food for long periods of time. Food may lose its freshness and flavor. The longer the food is held, the greater the chance of it becoming contaminated. When proper holding temperatures are not maintained, food-borne bacteria can rapidly increase to dangerous levels. Milk products Milk and milk products must be kept fresh and sanitary and served in a way that reduces contamination. Only pasteurized milk and milk products may be used. Dairy products must be kept at 39º degrees F or below for serving. The exception is the UHT creamers, which can be served at room temperature. Milk for drinking purposes must be served from the original container in which it was packaged at the milk plant. Cream, half-and-half and non dairv creaming and whitening products should be provided in individual, unopened containers or covered pitchers. They can also be drawn from a refrigerated dispenser. Ice cream dispensed from a bulk pack should have a dipper well with running water at each station or location. Beverages and Ice Always handle ice as you would handle food. The following specific guidelines apply: • Ice must be supplied from approved sources and be protected from contamination. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 17

revised 1.1.07 Topic • Ice used to cool stored food containers, or food utensils cannot be served to guests. • Ice and containers must be covered between uses and cleaned periodically. • Ice storage bins must be well drained through an air gap. • Ice may only be dispensed with scoops, tongs or other suitable equipment. Do not use hands, cups or glasses to scoop ice. • Ice-dispensing utensils that are not in use must be stored on a clean surface. Utensils may be stored in the ice with the handle extending out of the ice. • The handle should never touch the ice. Hands should never touch the parts of the utensil that touches the ice. Handling tableware All tableware and serving utensils must be handled in a careful sanitary and utensils way before, during and after serving food. This minimizes the incidence of contamination. It is important to avoid touching the surfaces of tableware when setting tables, handling, and storing. The following practices should be used by all food service personnel to ensure proper handling: • Never touch the food contact surfaces. • Hold plates by the bottom of the edge. • Hold cups by the handle or bottom. • Hold silverware by the handle. • Never carry glasses by putting your fingers inside. • Store silverware so they can be picked up by the handles. • Store dishes and linens neatly in clean and accessible places. • To avoid unnecessary hand contact with food, provide serving utensils for employees. • Use the right utensils for each type of food. Use each utensil for only one food. Utensils include clean tongs, scoops, forks, spoons, spatulas and similar items. • Use long-handed utensils to keep the server’s hands away from food. Cups, bowls, and utensils with short handles should NOT be used for serving. These handles can easily contact the food. • When a serving or mixing spoon falls into food, use another spoon or utensil to retrieve it. • Do NOT touch the food with your fingers. • Always protect utensils used in food service from contamination. Keep utensils under potable running water. Utensils can also be kept in the serving dish with the handle extending out of the food. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 18

revised 1.1.07 Topic • Do NOT leave any serving utensils exposed to room temperature. This is the Danger Zone and will cause growth of bacteria. Reusing Prepared Foods Foods that have been exposed to contamination should never be reused. Individual portions of food that have been served to customers may not be used again. Quality Control Total “quality control” must be continuous over all levels of food handling and preparation. Steps 1. Purchasing Begin by purchasing quality raw materials, to ensure high quality of your end products. Quality does not mean the most expensive! Learn to recognize the telltale signs of inferior quality products, such as: a. Wilted, bruised or rotten produce. b. Improperly processed or refrigerated meats. c. Damage from handling that requires immediate use or loss. 2. Handling One of the worst offenses in food handling is not adhering to proper sanitary conditions in food preparation and serving. Detailed information in the Section I. Another problem is lack of enthusiasm due to employees becoming fatigued, uncaring or sloppy. The result is a decline in general appearance of the store and resultant lack of an appealing attitude. Should this happen, take corrective action immediately. 3. Food Prepping The proper preparation of food for cooking is extremely important to ensure the recipe is reproducible. Training of the kitchen help should focus on the importance of preparing standard sized cut vegetables, and all other preparatory procedures. 4. Stock Rotation Stock rotation is part of the quality control needed prior to food preparation. It is extremely important for eliminating problems of spoilage and inferior ingredients in your recipe preparation. 5. Cooking Procedures Cooking procedures must be carefully observed, especially since individual cooks tend to do things a bit different. All food must be checked before allowing it to be served! If it doesn’t look good, DO NOT SERVE IT! Re-cook it after correcting the problem. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 19

revised 1.1.07 Topic Quality control /Never Ending. Quality control is a never- ending vigil that your employees and you, the manager/owner, must continuously oversee. Successful quality control is the key to the ability of a unit to increase profits and maintain a growth pattern. Every time a guest orders,the restaurant, its staff and the Company’s reputation is being tested. It is always the manager/owner’s responsibility to ensure that the restaurant passes this test. Lack of Quality Control Means Loss The lack of quality control will result in eventual loss of guests who may make negative referrals to others. Remember that it may be less expensive to refund a meal then refuse to listen to the guest’s complaint. Always attempt to replace the questionable meal with another item or a free meal at a future date rather than a refund if at all possible. Split Orders Because of the limited space available for deliveries, it is often easier to have orders split into multiple deliveries rather than one each week. Delivery schedules and minimum order limits may hamper this strategy, however. Whenever possible, do not have two vendors deliver within the amount of time it takes to process either order. NEVER, allow packages to be “dropped” in the hallway or entrance to your restaurant since it increases the potential for theft. Vendors and suppliers pay attention only when you do. If you appear unconcerned about the quantities and quality of your deliveries, your vendors will be unconcerned as well. Count Orders Your vendors and suppliers may be diligent in their counts and quality assurance. However, delivery personnel may get sloppy if you do not properly inspect deliveries. The product that is supposed to be delivered to you can easily be sold for cash elsewhere by unscrupulous delivery personnel. Most people are basically honest, but even honest people become tempted when there is an opportunity. If your staff determine you are not concerned with deliveries, they are likely as a delivery person to take what they feel they need, want or are even owed. They may assume that you will never miss what you never had! Minimize Loss If a manager suspects a problem, he or she encouraged to vary their arrival times and to take inventory more often than usual. When employees know the manager is watching quantity usage and maintaining a close check on inventory, they will realize that proper controls will detect any deviations. The following are methods to help minimize loss and increase control over your inventory: © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 20

revised 1.1.07 Topic Organize your Stock The more organized your stock, the easier it is to take inventory and rotate items. Organize your stock in the same sequence as your physical inventory form. This helps to reduce errors in the dry storage area, the freezer, and the refrigerator. Before any deliveries arrive, make certain that: 1. FIFO (First In - First Out) is observed. This inventory method reduces the possibility of spoilage by using the oldest products first. The delivery can be put away when it arrives without moving existing stock around. 2. Arrange inventors’ items in the same sequence as the physical inventory form. This will reduce the amount of time required to take a physical inventory, minimize counting errors, give early indications of a particularly low inventory item and reduce excessive inventory. Check in all Deliveries Check in all deliveries 1. If it can be avoided do not accept deliveries during rush hours or other times when the manager is not available. Insist that orders not be delivered between 11:00 a.m. and 1:00 p.m. 2. If you have a problem with the time of delivery, quality or quantity of product contact your vendor or supplier representative IMMEDIATELY! Any hesitation could result in your getting a less than satisfactory response. Other Basic Additional basic rules: Rules 1. Do not allow delivery persons to put away anything before it is inspected. a. Distinguishing between what has already been delivered and what was just delivered is often very difficult. b. Temporarily place the delivery in a convenient spot if you cannot immediately inspect it. You may have to put the product away yourself, but it is preferable to being unable to verify the quantity and/or quality of what has been delivered. 2. Inspect the delivery as soon as possible. 3. Check the delivery receipt against your internal ordering system. a. Check that the quantities, quality and price represent what was originally ordered. If not, note any discrepancies directly on the delivery receipt and then have the delivery person sign the receipt. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 21

revised 1.1.07 Topic b. Note any shortages not listed as back orders. Do not accept overages. 4. Open a representative sample of each products containers to inspect for quantity and quality. Inspect every container of a product if any problem is uncovered. Be certain to check dates, especially on Bag-in-a-box deliveries of beverage syrup. These syrups have a shelf life of only forty- live (45) days. 5. Place the delivery into proper storage as quickly as possible. Not even the best refrigerator, freezer. or air-conditioner can reverse damage to your food supplies because the temperature or humidity was too high or too low. 6. Notify the manager of each discrepancy and the manner in which it was handled. The corporation should be notified if there is any consistent pattern of vendor error with any national accounts. Proper Storage Even if you have done an outstanding job of inspecting your in-coming product, improper storage can create unnecessary problems. such as: 1. Food spoilage and contamination. 2. Inventory and ordering problems. Proper Temperature Stored at incorrect temperatures, all foods and many other goods will deteriorate rapidly and/or present a severe health hazard. The cost of discarded food items is small compared to the damage that could result from consumer litigation and negative media and press coverage. Frozen foods should be stored at 0º-10º degrees F. Refrigerated foods should be stored between 34º-39º degrees F. unless otherwise requested by local health departments, Room temperature foods should be stored between 50º-75º degrees F. To assure these temperatures are correctly maintained, observe the following procedures. 1. Place removable thermometers within each freezer, refrigerator, and dry storage area and check them frequently. Built-in thermometers are either usually ill placed or inaccurate. The removable thermometers should be placed in both coolers and freezers by hanging attachments on the racks. 2. Institute a program of preventative maintenance which assures that all condensers, evaporators and filters remain clean for efficient refrigeration, freezing and air-conditioning. Do not forget to replace broken or worn door gaskets. It is important to have the compressor head temperatures checked by a professional to extend its life span. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 22

revised 1.1.07 Topic 3. Repair immediately all refrigerator, freezer, and air-Conditioning equipment breakdowns and inefficiencies. A sound preventive maintenance and repair program is a small investment compared to losses resulting from consumer litigation or bad publicity. 4.Recycling is highly encouraged for both economic and humanitarian reasons. Cleaning Items All cleaning items should be stored in one locked area. They should be stored in bulk containers for easy usage. Small containers tend to disappear easily. Whenever possible, cleaning items should be issued by the manager on request for safety reasons and so that usage can be controlled. Paper Products Paper products are a very important factor in effective cost control, particularly in light of continuing price increases. The manager should check quantities being used on a regular basis and be certain correct volumes are always used. Freezer, Cooler, and Exercise careful control of the freezers. coolers and stockroom through stock room Control frequent inventory checks by the manager. These checks will also ensure that certain high use items are maintained in sufficient stock. Discarding Containers and merchandise being discarded must be checked: Containers and 1. All merchandise to be discarded is to be shown to the manager before Merchandise actually being discarded and recorded on Waste Tracking Form. 2. When possible, all jars and bottles are to be thoroughly emptied and scrapped clean. 3. Empty boxes are to be broken down before being discarded to save space in the dumpster and also to discourage theft and pilferage. Waste Control Waste control is very important for two reasons: 1. Sanitary reasons. a. Waste from cleaning of meats and vegetables must be removed from the stores premises immediately after processing. All by- products must be bagged in acceptable plastic garbage bags prior to disposal. These waste products must then be deposited inside the area and in a container supplied by the mall management. Do not wait until the garbage is overwhelming, empty your containers three or more times a day if necessary. All health departments have minimum waste handling and disposal standards. You will learn these in detail when you study to take your required Health Department licensing. b. Used frying or vegetable oil must be deposited in a location and containerized for recycling and pick up. Never pour these or other oils down any “in-store” drain. If in a mall, use the special grease traps provided by the mall management. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 23

revised 1.1.07 Topic c. Regular garbage must be stored in plastic garbage bags until disposal. Disposal must be in a place and manner consistent with local regulatory authorities. 2. Maximizing profit. a. The avoidance of unnecessary waste is very important in the cleaning process of vegetables and meat. Teach the kitchen employees how to properly clean and prepare all products. It is important to avoid waste of all products that will be used. This is the purpose of the Ops manual and the training you receive from it. b. Proper rotation of inventory becomes very important in avoiding waste before contamination and spoilage result. c. Employee serving portion control or lack of it, can turn a normally profitable store into a non-profitable one. These requirements and the others you will receive while licensing, training and managing your unit are imperative to your store’s smooth operation. Overlook any of them and you may find your store is in an unsanitary condition very quickly. Suppliers All suppliers must be pre-approved by Cheeburger Cheeburger Restaurants, Inc. Your suppliers are your lifeline, but they will pull you under if you aren’t careful. Some of the specific problems encountered are: Short Weighing Short weighing is usually associated with meat purveyors, but it is also common with vegetable and produce suppliers. The only way to combat this problem is to have constant vigilance in weighing and counting and be ready to change suppliers at any time. If you find a problem with shortages of any type, contact the supplier immediately! Often he will be willing to adjust your order over the telephone without confirmation of your problem. Overage and Underage Overage and underage are usually associated with dry goods. A vendor will deliver too many or not enough of a specific item. This is why it is so important to count the incoming orders EVERY TIME! Report errors as soon as they are found. If you are delivered too many of an item or never ordered at all, don’t keep it. This is theft. You don’t want it to happen to you, so don’t do it to someone else. Compare If you cannot find two vendors who supply the same item, keep looking! This vendor can cripple your profit margin and possibly close your store if he runs out of your item or if he gives your badly needed supplies to another customer. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 24

revised 1.1.07 Topic Find an additional vendor before you have a problem. Make certain that you keep a list of your vendors at the store and at home. You can usually call the vendors late at night and still get delivery the next day. You may wish to give some vendors your home telephone number for emergency purposes. Occasionally, someone you requested to place an order for you will forget an item or forget to order altogether. If the vendor knows you order for every delivery he makes he will probably call you to see if there is a problem. Often these calls come very early in the morning, but they are lifesavers. Inconsistent products Inconsistent product is usually the biggest problem with produce suppliers, but can also be associated with vendors. This is the reason you must carefully examine all incoming produce, especially checking vegetables below the top layers. Return the entire container unless you can’t get more until the next delivery. Often associated with poor quality products are cheap prices or unique buying opportunities. Cheap does not mean inferior, but it usually means something is lacking. Likewise, expensive does not mean the best quality available. Food and Beverage All of the products you will be cooking are made from “scratch’t using Standards fresh ingredients. While this is an advertising advantage, the actual quality control requires more diligence than most food establishments. Cheeburger Cheeburger Restaurants, Inc. does not directly or indirectly supply any raw ingredients for your operation. Many operators find it to be enticing to substitute less expensive raw ingredients for the company- required/prescribed ingredients. Do not allow your standards to be compromised. The quality and taste of your food is what will keep you in business or lose guests for you. It is difficult to overcome mistakes made by purchasing inferior grade ingredients. It is extremely important to have consistent food quality and courteous service throughout the entire company as the reputation of each restaurant follows the others. It is worth the effort to have more than one supplier for potential shortage problems and to be assured of paying reasonable prices. Should you find a product or supplier that you believe would be beneficial to other manager/owners, please allow corporate to speak with the supplier’s representative. Remember that it can take weeks or months to find a guest, but only SECONDS to lose one! © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 25

revised 1.1.07 Topic Ordering Ordering from various suppliers is important for these reasons: Order from Various Suppliers Every supplier of meat, or vegetables and dry goods is a source of additional profit or loss for the manager. The manager can reduce or eliminate food loss by spoilage or nonuse by anticipating sales and ordering correctly from the supplier offering the best deal. Maximum use should be made of storage areas. Overview of the entire ordering process The Need for Back-up Suppliers Even with national pricing, not all orders will be placed from your national distributor. Some items will come from outside. Situations can occur when it will be impossible to get a product from your national distributor. It is therefore necessary to have back-up suppliers. Pre-opening and Selection of supplier Suppliers for Products Not Carried by Vendor Prior to a store opening it is suggested that suppliers be contacted to set up an interview and on site inspection of their premises. The condition of their premises could be an indication of service. In addition, contact the suppliers of other stores near you. There are benefits if several stores in your area use one supplier. The supplier may agree to make multiple deliveries instead of just once a week. Submit a list of non-proprietary items you intend to purchase. Proprietary items are those that have to be ordered from our national vendor. Ask these suppliers to provide specific prices and quantity discounts. If any substitutions must be made, have them give you a sample. In this way you can compare the sample to the item you generally use. If it does not meet Cheeburger Cheeburger Specifications, the item cannot be used. Credit Terms Credit Terms After deciding on the various suppliers to use, ask about credit terms. Generally, most suppliers will extend credit, with the exception of beer and wine. This credit is EXTREMELY important to smooth operation of your store. With credit, the store can sign for the product and send the invoice for payment. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 26

revised 1.1.07 Topic Delivery Days Delivery Days If possible, determine the best delivery days for your needs. Request these days and be ready to make changes, as the situation requires. Create a Supplier or Vendor Form. Laminate this information and place it next to the telephone. Include alternate suppliers, marked accordingly. Sample Supplier Form Supplier Items Phone #’s Addresses Order/ Deliver Days A. B. C. D. E. F. A. The suppliers to use. B. The items they supply. C. Toll- free numbers. D. Addresses for emergency pickups. E. The day’s suppliers will take orders. F. DELIVERY Days Use the master order guide and identify items needed before placing a call to order. This is done by taking an on-hand, inventory and comparing it to the par for that item. Record the order to be sure everything is delivered properly. It is extremely important to estimate the requirements for the supplies and regular inventory for the Grand Opening. Refer to the Opening Store Packet. Aslo, consult field supervisor. If the store is in operation, refer to the Order Par Column Sheet or the Order Guide for par amount to be ordered. 1. Minimize lost interest dollars on excessive inventory. 2. Minimize food loss due to spoilage. 3. Avoid embarrassment and lost revenues from food shortages. 4. Correctly use critical storage areas. 5. Control employee pilferage. The Manager Training Program includes various techniques to determine inventory requirements. A corporate representative can help to estimate requirements for the Grand Opening needs. Minimum Product The company has minimum product specifications. These must be Specifications reviewed before purchasing any supplies. When substitutions are necessary, ask the supplier to see and try the product before ordering. If the supplier refuses or it is not practical to see the product, ask for a referral from someone who is currently using the proposed substitute. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 27

revised 1.1.07 Topic Call the referral first and see the product if at all possible. Pay particular attention to vegetable and meat suppliers as the quality of these products can change with every delivery. Ordering Guidelines See Food Item Description and Specifications in the Food and Food Safety section There are certain ordering guide lines that are based on the experience of the company. These are included in the training sessions. It is also imperative to establish guidelines specific to your store based on the product mix of the store. It is therefore extremely important to analyze usage versus gross sales for all supplies that must be renewed daily or weekly. Usage There are many factors that affect usage. These include serving portion size, delivery days, spoilage, product mix and other factors. Calculate these ratios and use them for consistency when ordering. The same type of evaluation can be extrapolated for all food items and paper goods used. Start with the beginning and ending inventory and gross sales for a specific time period. This method also pinpoints possible pilferage of specific supplies that are not obvious from accounting statements. Deliveries Supplies are delivered on regularly scheduled weekdays and sometimes Saturdays. It is important to establish the delivery cycles of your supplier. It is also important to know what the “EMERGENCY” delivery policies are. When there is an emergency the supplies can also be picked up. Contingent delivery arrangements should be made to be prepared for any problem. AVOID 11:30 A.M. TO 1:00 P.M. DELIVERIES! Supplies are delivered through the back or delivery door. Deliveries seem to always arrive at the most inappropriate time. How Supplies It is your responsibility to be sure the delivery is: are Delivered Delivery • Stacked correctly and sorted by dry goods, maintenance items, Checklist groceries, and frozen foods. • Stacked in an accessible place before moving to inside storage. • Checked for inventory accuracy. A recent national survey showed 30% of all deliveries were over or under invoiced amounts. A shortage in delivery results in lost sales and subsequent consequences and guest dissatisfaction! • Checked for the condition of package and contents. Do not sign for any item that is unacceptable. When items are not accepted, it is necessary to get a CLEARLY written credit on the invoice signed by the delivery person. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 28

revised 1.1.07 Topic • Signed with a signature on the invoice, not merely initialed. Only Manager or Key Employee should process deliveries. • Stored away and in the correct place as soon as possible. Frozen foods must be stored first, refrigerator next, and dry last. Accepting or Rejecting Accept only food that is fresh or properly frozen, free of infestation or Rejecting a Shipment or contamination. Food must be checked for the appropriate temperature and condition for each food type. For more detailed information on accepting or rejecting as order, please see food safety section regarding contamination. Storage and Rotating Stock Dry goods inventory Stores are designed with minimum storage space. It is critically important to learn to stock dry goods and perishables efficiently. Some rules to observe: ◊ Do not stock above recommended heights listed on cartons, boxes, or pails. ◊ Stack lightest items on top. ◊ Do not store harmful liquids above food, food preparation areas, or dry goods. ◊ Do not stack glass containers above the reach of the shortest worker. ◊ Do not attempt to move liquid damaged boxes. Unpack them first. ◊ Do not stack any cardboard containers or food products on the floor. ◊ Assume any accident that can happen, will happen and take measures to prevent it. ◊ Keep shelving as neat as possible and organize the shelves as often as necessary. ◊ Check all boxes that contain liquid, powder or granulated materials for leaks or liquid intrusion. ◊ Label, date and record remaining amounts in any boxes that are opened but not entirely used. ◊ Discard used cardboard as soon as possible to avoid insect intrusion from outside sources. ◊ Immediately return dented containers or containers that have “bloated” lids because the contents have been contaminated. Stores are designed with the largest possible cold storage area that can feasibly be contained in its limited area. It is critically important to stock refrigerated and frozen items as efficiently as possible. Some rules to observe are: © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 29

revised 1.1.07 Topic Storing refrigerated and ◊ Store all refrigerated items at 34º-36º degrees F. frozen inventory ◊ Store all frozen items at 0º to -10º degrees F. or less. ◊ Organize food in the cooler and freezer so that the oldest food can easily be reached and used first. This is known as FIFO, which is first in - first out. ◊ Keep produce items as far away from the cooler fan as possible to reduce frost damage. ◊ Most refrigerated and frozen items will pick up the odors of other products. Find the problem causing the odor and discard it immediately. ◊ Cover all processed items in covered containers to reduce dehydration and odor transfer. ◊ Sloppy handling and storage will result in increased waste, lost profits and possible contamination. ◊ Label all processed items with date, name of product and the name or initial of handler. Rotating Stock Preserving the quality of dry goods and refrigerated supplies can be prolonged by stock rotation. Here are some tips you should follow: ◊ Use a permanent marker to date all incoming items that are to be used the same or the next day. ◊ Use a FIFO inventory system which means- FIRST IN-FIRST OUT. ◊ Designate responsibility for rotation. ◊ Keep all shelving uncluttered and orderly. ◊ Know and enforce stacking limits. ◊ Use clear wrap to cover vegetables in order to maintain freshness. ◊ Date all containers of product. Just stacking containers in some special order will not be sufficient. ◊ Provide sufficient information to locate it. ◊ Tray pack cans, bottled drinks, and beer that is stored vertically. Avoid over purchasing cold storage inventory because of limited shelf life © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: FOOD AND FOOD SAFETY 30

revised 1.1.07 Managing Food Safety: A HACCP Principles Guide for Operators of Food Establishments at the Retail Level DRAFT Table of Contents NOTICE Chapter 1 Introduction • Purpose and Scope • Background o Risks Associated with Foods o Figure 1: Risk Factors o Defining Retail o Using HACCP Principles at Retail to o Manage and Enhance Food Safety • Overview of the Process Approach • Summary Chapter 2 The Process Approach • The Flow of Food • Process 1 - No Cook Step • Process 2 - Same Day Service • Process 3 - Complex Food Preparation Chapter 3 Developing Your Food Safety System • Getting Started - Using a Team • How to Use This Guide • Procedural Step 1: Group Menu Items o Chart 1: Process-Specific Lists • Procedural Step 2: Conduct Hazard Analysis o Food Safety Management Worksheets and o Summaries for Operational Steps o Operational Step 1: Receiving o Operational Step 2: Storage o Operational Step 3: Preparation o Operational Step 4: Cooking o Chart 2: Food Code Temperatures/Times o Operational Step 5: Cooling o Operational Step 6: Reheating o Operational Step 7: Holding SECTION: HACCP 1

revised 1.1.07 o Operational Step 8: Set Up and Packing o Operational Step 9: Serving • Procedural Step 3: Identify Critical Control Points and o Critical Limits • Procedural Step 4: Monitor Critical Control Points • Procedural Step 5: Develop Corrective Actions • Procedural Step 6: Conduct On-Going Verification o Description o Procedures o Frequency o Observations, Documentation - Examples • Procedural Step 7: Keep Records • Procedural Step 8: Conduct Long-Term Verification Chapter 4 Prerequisite Programs • Food Code Interventions • HACCP Prerequisites o SOPs o Control Contamination of Food o Control Microbiological Growth o Maintain Equipment Chapter 5 Glossary Chapter 6 Resources and References • Fact Sheet - USDA/FDA Foodborne Illness o Education Information Center Annex 2 Special Considerations Reference SECTION: HACCP 2

revised 1.1.07 Managing Food Safety: A HACCP Principles Guide for Operators of Food Establishments at the Retail Level Chapter 1 Introduction • Purpose and Scope • Background o Risks Associated with Foods o Figure 1: Risk Factors o Defining Retail o Using HACCP Principles at Retail to o Manage and Enhance Food Safety • Overview of the Process Approach • Summary PURPOSE AND SCOPE This Guide has been prepared by the United States Food and Drug Administration (FDA) based on input from state and local regulators, industry, academia, and consumers for the purpose of assisting operators and employees of food establishments at the retail level in their efforts to produce safe food. The portion of this Chapter "Defining Retail" is included to further describe the Scope of this Guide. Within this document, facilities that are considered in its scope are referred to either as "food establishments" or "retail food establishments." This document is intended to serve as a guide in the writing of a simple plan based on HACCP principles that can be used to manage food safety. It is very important to understand that this Guide is intended to assist industry's voluntary implementation of HACCP principles. It is not meant to stand alone, but instead should be used together with advice from and in consultation with your federal, state, local, or tribal food safety regulatory authority. Your regulatory authority is an important resource for reviewing your food safety management system. Regulatory food safety professionals can provide important information for the public health rationale for controlling a particular hazard. Users of this document also need to consult and use the latest edition of the FDA Food Code since many of its requirements are not reproduced here but constitute a fundamental program that is prerequisite to implementing a HACCP program. If you do not have a copy of the Food Code, refer to Chapter 6, FDA Publications & Federal Regulations, p. 62, for information on how to obtain a copy. SECTION: HACCP 3

revised 1.1.07 BACKGROUND Hazard Analysis Critical Control Point (HACCP) is a common sense technique to control food safety hazards. It is a preventive system of hazard control rather than a reactive one. Food establishments can use it to ensure safer food products for consumers. It is not a zero risk system, but is designed to minimize the risk of food safety hazards. HACCP is not a stand alone program but is one part of a larger system of control procedures that must be in place in order for HACCP to function effectively. These control procedures are prerequisite programs and are discussed more in Chapter 4. The success of a HACCP program is dependent upon both people and facilities. Management and employees must be properly motivated and trained if a HACCP program is to successfully reduce the risk of foodborne illness. Education and training in the principles of food safety and management commitment to the implementation of a HACCP system are critical and must be continuously reinforced. Instilling food worker commitment and dealing with problems such as high employee turnover and communication barriers must be considered when designing a HACCP plan. Successful implementation of a HACCP plan is also dependent upon the design and performance of facilities and equipment. The likelihood of the occurrence of a hazard in a finished product is definitely influenced by facility and equipment design, construction, and installation which play a key role in any preventive strategy. "Both parts of HACCP - the hazard analysis and the critical control points - are influenced by the design of equipment and structures in retail food establishments.... Facility and process designs can help a HACCP system be more effective by preventing cross contamination and meeting Standard Operating Procedures (SOPs), therefore allowing the hazard analysis to focus on significant hazards associated with the food itself." (Comments made by FDA HACCP Policy Strategic Manager, Dr. John Kvenberg, on June 24, 1996 to the Institute of Food Technologists' seminar on Legal Constraints in Facility/Process Design). Risks Associated with Foods As stated in the Food Code: "Foodborne illness in the United States is a major cause of personal distress, preventable death, and avoidable economic burden. In 1994, the Council for Agricultural Science and Technology estimated 6.5 to 33 million people become ill from microorganisms in food, resulting in as many as 9,000 needless deaths every year.... The Centers for Disease Control and Prevention (CDC) have consistently stated that where reported foodborne outbreaks were caused by mishandling of food, most of the time the mishandling occurred within the retail segment of the food industry . . . where ready-to-eat food is prepared and provided to the public for consumption." Because many foods are agricultural products and have started their journey to your door as animals and plants, raised in the environment, they may contain microscopic organisms. Many foods contain nutrients that make them a place where microorganisms can live and even grow. Some of these organisms are pathogens, which means that under the right conditions and in the right numbers, they can make someone who eats them ill. Raw animal foods such as meat, poultry, fish, and eggs often carry bacteria, viruses, or parasites that can be harmful to humans. SECTION: HACCP 4

revised 1.1.07 Also because foods are from the environment, they can contain objects such as stones that could cause injury. Food may be contaminated naturally, for example from the soil in which it is grown or because of harvest, storage, or transportation practices. Some foods undergo further processing and at times, despite best efforts, become contaminated. These inherent hazards, along with the hazards that may occur in your establishment, such as metal fragments from grinding, can lead to injury, illness, or death. Hazards include: •Biological concerns, such as: o bacterial, parasitic, or viral contamination o bacterial growth o bacterial, parasitic, or viral survival o bacterial toxin production o bacterial, parasitic, or viral cross-contamination • Physical objects o stones o glass o metal fragments o packaging materials •Chemical contamination o nonfood-grade lubricants o cleaning compounds o food additives o insecticides In a report from CDC titled, Surveillance for Foodborne-Disease Outbreaks - United States, 1988-1992, it is clear that bacterial agents are the leading cause of laboratory-confirmed outbreaks and that the main reasons for the outbreaks are: • improper holding temperatures, • poor personal hygiene, • improper cooking temperatures, • foods from unsafe sources, and • contaminated equipment. SECTION: HACCP 5

revised 1.1.07 Figure 1: Risk Factors Causes of Outbreaks – 1988-1992 Defining Retail As stated in Chapter 1, Introduction, this document uses the terms "food establishments" and "retail food establishments" interchangeably. For a definition of a "food establishment" refer to Chapter 5 - Glossary. Unlike industries such as canning, other food processing, and dairy plants, the "retail" industry is not easily defined by specific commodities or conditions. The following is a partial listing of the types of businesses that are usually considered part of the retail food industry. There are many situations which may include more than one type of operation. back-country guided trips for groups bakeries bars and taverns bed and breakfast operations cafeterias camps - recreational, children's, etc. casinos child and adult day care church kitchens commissaries community fund raisers convenience stores fairs food banks grocery stores with specialized departments deli in-store prepared foods produce health care facilities interstate conveyances mail order foods markets meal services for home-bound persons mobile food carts penal institutions restaurants chains ethnic specialties fast food full service independent operations road-side stands schools snack bars temporary outdoor events vending machines

revised 1.1.07 Consider also the following characteristics that retail food establishments share. 1. The industry has a wide range of employee resources, from highly trained executive chefs to entry level front line employees. Employees may have a broad range of educational levels and communication skills. It may be difficult to conduct in-house training and to maintain a trained staff because employees may speak different languages or there may be high employee turnover. 2. Many establishments are start-up businesses operating without benefit of a large corporate support structure and having a relatively low profit margin and perhaps less capital to work with than other segments of the food industry. 3. There is an almost endless number of production techniques, products, menu items, and ingredients used. Suppliers, ingredients, menu items, or specifications may change frequently. Using HACCP Principles at Retail to Manage and Enhance Food Safety The goal in applying the HACCP principles at retail is to have MANAGERS AND OWNERS of establishments voluntarily take purposeful actions to ensure a safe outcome. Managing for food safety must be as fully integrated into your operations as those actions that you might take to open in the morning, ensure a profit and manage cash flow, oversee personnel, or any other aspect of your business. Only by putting in place an active, ongoing system, made up of actions intended to create the desired outcome, can you improve food safety. Application of the HACCP principles provides one system that can meet that criterion. The HACCP principles, combined with a good set of Standard Operating Procedures (SOPs) and a sound training program, can be the most important part of a food safety management system. The HACCP plan that you are going to develop is YOUR PLAN. You may seek assistance from others such as your regulatory authority or an outside consultant, but the design, implementation, and success of the plan rests with you. You will notice in various parts of this Guide, e.g., in Procedural Step 3, and in the Operational Steps: Preparation and Set Up and Packaging, that the Guide speaks inconclusively to the method of controlling personal hygiene and bare hand contact with ready-to-eat food. The distinction focuses on whether such hazards should be considered part of a prerequisite program and managed through SOPs or as critical control points. The HACCP system is defined by seven principles. 1. Perform a Hazard Analysis. This first principle is about understanding your operation and determining what hazards are likely to occur. This usually involves defining the operational steps that you take as food enters and moves through your business. At this point, you will also try to understand how the people, equipment, methods, and foods all affect each other. 2. Decide on the Critical Control Points (CCPs). Which of the operational steps identified in principle #1 are critical to a safe outcome? Where can a hazard be prevented, eliminated, or reduced to an acceptable level? Which actions positively, absolutely, have to happen right? Is there a later step that will prevent, reduce, or eliminate the hazard? It is important to know that not all steps are CCPs. Generally, there are only a few CCPs in each process. 3. Determine the Critical Limits. Each CCP must have boundaries that define safety. How will you know when the CCPs are under control? What are the regulatory standards? What will you measure against? Critical limits are the measurements that define safety and can usually be found in the Food Code. For example, for cooking hamburgers, the Food Code sets the critical limits at 155°F for 15 seconds. When critical limits are not met, it could mean that the food is not safe. SECTION: HACCP 7

revised 1.1.07 4. Establish Procedures to Monitor CCPs. Once you have decided which operational steps are critical and have set the critical limits, someone needs to keep track of the CCPs in the flow of foods through your operation. Monitoring involves finding a way to see that the CCPs are kept under control and within the critical limits. 5. Establish Corrective Actions. What will you do when things go wrong? When monitoring your CCPs you will occasionally find an operational step that is outside of your critical limits. You need to plan ahead and decide what your actions will be, communicate those to your employees, and train them in those decisions. This preventive approach is at the heart of HACCP. Problems will arise. You need to find them and correct them before they can cause someone to become ill or injured. 6. Establish Verification Procedures. This principle is all about making sure that the whole system is in place and working. You will want to periodically make observations, calibrate equipment and temperature measuring devices, review records / actions, and discuss procedures with your employees. All of these activities will be for the purpose of ensuring that your system is real and checking to see if it needs to be modified or improved. Verification may also be conducted from the outside, such as by the regulatory authority or a third party. 7. Establish a Record Keeping System. There are certain written records or kinds of documentation that will be needed in order to verify that the system is working. Refer to the following table for examples of simplified "records." These records will normally involve the HACCP plan, itself, and your monitoring activities and serve to document that you really do have an on-going system in place. Record keeping should be as simple as possible in order to make it more likely that employees will have the time to keep them. For more than 20 years industry and regulators have been exploring use of the HACCP principles in restaurants, grocery stores, and other retail food establishments. During that time, much has been learned about how these principles can be used in the varied operations, collectively referred to as retail food establishments. Most of this exploration has centered around the focal question of how to stay true to the definitions of HACCP and still make the principles useful to an industry that encompasses the broadest range of conditions. Despite this diversity and range of conditions, those involved have discovered that the HACCP principles are useful tools for managing food safety. Over time, ways have been discovered to slightly modify the applications of HACCP to better fit retail food establishments. The following chart suggests some adaptations of applying the HACCP principles to retail food establishments. HACCP Principle Applications Specific to Retail Level Food Establishments Hazard Analysis Analyze and organize by process rather than commodity because food items are intertwined in retail operations. Simplify by combining like operations into categories. Define Critical Control Points No change. Establish Critical Limits No change. Use of Food Code provisions. Monitor Simplify monitoring by standardizing procedures to a level of confidence that ensures safety, detects problems, and reduces the monitoring frequency. Corrective Actions No change. Verification No change. Record Keeping Simplify by using records already in existence, such as invoices, work schedules, and recipes. SECTION: HACCP 8

revised 1.1.07 Overview of the Process Approach When conducting the hazard analysis, food manufacturers usually use food commodities as an organizational tool and follow the flow of one product. This is a very useful approach for producers or processors, since they are usually handling one product at a time. But at retail, foods of all types are worked together to produce the final product or menu item. This makes a different approach to the hazard analysis necessary. Conducting the hazard analysis by using the methods or processes common to a specific operation seems to work quite well. This is called the "Process Approach." The process approach to the use of HACCP principles can best be described as dividing the many flows in an establishment into broad categories, analyzing the risks, and placing managerial controls on each grouping. The food that flows through retail food establishment operations can be placed into the three following processes: Receive - Prepare - Serve (other processes may occur, but there is NO cooking step) Receive - Prepare - Cook - Hold - Serve (other processes may occur, including thawing) Receive - Prepare - Cook - Cool - Reheat - Hot Hold - Serve (other processes may occur, but the key is repeated trips through the temperature danger zone) Your HACCP system must provide food safety controls for all hazards within each of these processes. Some operational steps, such as cooking, require procedures to control various hazards related to several different products. Therefore, a single operational step may have multiple control limits for multiple, product-specific hazards. For example, at the cooking step, poultry requires a final internal cooking temperature of 165°F for 15 seconds to control for Salmonellae. Ground beef, however, requires a final cooking temperature of 155°F for 15 seconds to control for E. coli 0157:H7. At the same time, some process steps, such as refrigerated storage, may encompass food safety procedures and critical limits that apply to all foods at that point in the flow of food. Based on this understanding, you can blend a product-specific or menu-item HACCP approach into a processoriented approach. Controlling the hazard within each of these processes is equivalent to preparing a HACCP plan for each individual product, often a time- and labor-intensive job. SECTION: HACCP 9

revised 1.1.07 SUMMARY HACCP is endorsed by the Food and Drug Administration. Combined with basic sanitation and a solid employee training program (prerequisite to the implementation of the HACCP principles), HACCP can provide the operator and employees a complete food safety management system. The rest of this Guide will provide enough detail about how to organize your menu items so that you can voluntarily develop your own food safety system by applying the HACCP principles. It is important to remember that there are many resources that you can draw on during your efforts and some of these are listed at the end of this Guide. As mentioned in the Purpose and Scope portion of this Chapter, while setting up your food safety system using the HACCP principles, you are encouraged to contact your regulatory authority for advice and assistance. SECTION: HACCP 10

revised 1.1.07 Managing Food Safety: A HACCP Principles Guide for Operators of Food Establishments at the Retail Level Chapter 2 The Process Approach • The Flow of Food • Process 1 - No Cook Step • Process 2 - Same Day Service • Process 3 - Complex Food Preparation THE FLOW OF FOOD The flow of food, which is the path that food follows from receiving through serving, is important for determining where potentially significant food safety hazards may occur. At each operational step in the flow, active management of food preparation and processes is an essential part of business operations. With a HACCP system, you set up control measures to protect food at each stage in the process. The illustrations of food processes listed below are not intended to be all inclusive. For instance, quickservice, full-service, and institutional providers are major types of food service operations. Each of these has its own individual food safety processes. These processes are likely to be different from a deli in a retail food store. Some operations may have all three types of processes or variations of the three. Identifying the food process flows specific to your operation is an important part of providing a framework for developing a food safety management system. FOOD PROCESS WITH NO COOK STEP RECEIVE--STORE--PREPARE--HOLD--SERVE As mentioned in the Introduction, the important feature of this type of process is the absence of a cooking step. Heating foods destroys bacteria, parasites, and viruses, and is often a CCP. But since this particular food flow does not include cooking, there is no step that will eliminate or kill bacteria, parasites, or viruses. An example is tuna salad that is prepared and served cold. Control in this process will focus on preventing: • bacterial growth (e.g., storage under refrigeration), • contamination from employees (e.g., restriction of employees ill with diarrhea, proper hand washing, • preventing bare hand contact with ready-to-eat foods, etc.), SECTION: HACCP 11

revised 1.1.07 • cross-contamination from other foods (e.g., raw to ready-to-eat), • cross-contamination from soiled equipment (e.g., cleaning and sanitizing), and • obtaining foods from approved sources (e.g., a supplier of raw fish for sushi who adequately freezes fish to control parasites). You should also think about some other factors. • Are there any ingredients or menu items of special concern, such as those listed in Annex 2? • Is this a potentially hazardous food requiring specific temperature controls? • How will it be served? Immediately? On a buffet? • Does this food have a history of being associated with illnesses? • Will this require a great deal of preparation, making preparation time, employee health, and bare hand contact with ready-to-eat food a special concern? • How will an employee ill with diarrhea be restricted from working with food? • Are you serving food to a population that is known to be highly susceptible to foodborne illness (e.g., residents of health care facilities, persons in child or adult day care facilities, etc.)? FOOD PREPARATION FOR SAME DAY SERVICE RECEIVE--STORE--PREPARE--COOK--HOLD--SERVE In this process, a food is prepared and served the same day. The food will be cooked and held hot until service, such as chili. Generally, the food will pass through the temperature danger zone only once before it is served to the customer, thus minimizing the opportunity for bacterial growth. The preparation step may involve several processes, including thawing a frozen food, mixing in other ingredients, or cutting or chopping. It is important to remember that added ingredients may introduce additional contaminants to the food. Cutting or chopping must be done carefully so that cross contamination from cutting boards, utensils, aprons, or hands does not occur. Control points at this operational step include good sanitation and hand washing. During cooking, food will be subjected to hot temperatures that will kill most harmful bacteria, parasites, and viruses that might be introduced before cooking, making cooking a CCP. It is the operational step where raw animal foods are made safe to eat, and therefore, time and temperature measurement is very important. Temperature of foods during hot holding must be maintained until service so that harmful bacteria do not survive and grow. SECTION: HACCP 12