Risk Control ReportingGeneral Information
Executive Summary
Two critical findings and six corrections were documented during the onsite walk, with continued evidence of recurring sanitation and fire-protection lapses. Operational discipline is below expectations for this class of risk. Outcome: Fail.
How This Inspection Was Conducted
From MRE referral to onsite verification, in support of the underwriter
This submission was routed to Loss Control as the natural next step after the Minerva Risk Engine (MRE) returned a Refer decision on June 21, 2026 at 14:54 UTC. Rule R01-01 Low Operational Performance (25%) fired against this risk. The underwriter requested a loss-control survey from the MRE referral panel, and Pulse-equipped inspector Derek Whitaker completed the onsite walk seven days later.
Health and Sanitation State Index 1.0 (worst quintile, red-flagged) was confirmed by onsite pest evidence and recurring health-inspection violations. Reputation State Index 1.0 (worst quintile) tracks negative public sentiment on cleanliness, wait time, and drive-thru accuracy. Maintenance and Condition State Index 2.0 (amber) was corroborated by damaged drive-thru signage, canopy lighting out, and a broken floor tile in the queue lane.
The pre-survey brief flagged QSR cooking exposure, drive-thru operations, the in-store donut fryer and dough sheeter, third-party delivery handoff, and the strip-center demising wall as focus areas. The Minerva indicator set flagged alcohol: true, a known false positive; the inspector confirmed no alcohol service onsite and marked the Alcohol Service block N/A rather than dropping the indicator silently.
Pulse smart glasses captured the observable during the 2-hour 25-minute walk: equipment tags, posted certifications, layout, egress paths, condition, and pest evidence. The inspector handled the interrogative through interviews with the restaurant manager. Where a finding cites a Pulse clip ID, the corresponding video, photo, or voice note is retrievable for carrier review.
Property Profile (COPE)
Dunkin' Phoenix 19th Ave is a franchisee-operated quick-service donut and coffee restaurant in an end-cap suite of a strip retail center on N 19th Avenue. The concept includes drive-thru, take-out, third-party delivery, limited outdoor seating, and an in-store bake program with a cake-donut fryer, dough sheeter, proofer, and combi oven. Service runs roughly 4:30 a.m. to 8:00 p.m. seven days a week.
Food Safety, Prep and Holding
Maricopa County Environmental Services records show three citations across the prior 18 months: evidence of pests (Feb 2026), improper cold holding (Sep 2025), and hand-wash sink not accessible (Mar 2025). All three are recurring at this survey. The pattern, not the individual finding, drives the Fail outcome.
| Control | Response | Observed condition | Evidence | Ref |
|---|---|---|---|---|
| Pest evidence in BOH dry storage | Critical | Rodent droppings observed on the floor and lower shelf adjacent to 50-lb flour and sugar bins. One bin showed a chewed corner with visible spillage. Same condition cited by Maricopa County in the prior cycle and not corrected. | Pulse captured | VID-4C2A-04, 1:22 |
| Walk-in cooler cold-hold reading out of range | Correction | Interior thermometer read 44 F to 46 F across two consecutive probe checks with TCS dairy (half-and-half, milk, cold-brew base) staged for service. Manager re-set the thermostat during the walk; product disposition pending recheck. | Inspector documented | IMG-4C2A-07 |
| Front-of-house hand-sink obstructed; soap dispenser empty | Correction | FOH hand-sink behind the espresso station blocked by stacked coffee-bean bins at the start of the walk, and the wall-mounted soap dispenser was empty. Bins relocated during the survey; soap refilled. | Pulse captured | VID-4C2A-09, 0:38 |
| Reach-in freezer gasket condition | Correction | Torn gasket on the reach-in freezer next to the dough sheeter. Compressor cycling more frequently than spec, ice buildup at the threshold. Replace within 30 days. | Pulse captured | IMG-4C2A-15 |
| Donut fryer oil quality and temperature | Pass | Cake-donut fryer reading 365 F. Oil clarity acceptable with daily filtration logged. Probe verification matches. | Pulse captured | VID-4C2A-11, 0:24 |
| Date-label discipline on prepped product | Pass | Sandwich prep components dated and within the 4-day window. Donut display tray rotated per the 4-hour TCS rule (cake donuts ambient). | Pulse captured | IMG-4C2A-12 |
| Cross-contamination controls and glove discipline | Pass | Color-coded boards in use. Glove changes observed at the protein and dairy stations during the morning rush. | Pulse captured | VID-4C2A-16, 0:32 |
| Sanitizer concentration at wiping buckets | Minor Note | Quat sanitizer at 200 ppm at the 3-compartment sink. One of two wiping buckets at the FOH coffee station read low (under 150 ppm); re-charged during the walk. | Inspector documented | IMG-4C2A-13 |
| 3-compartment sink hot-water temperature | Minor Note | Hot-water at the wash bay measured 108 F. Above the 100 F code minimum, below the 110 F best-practice mark for grease and sugar residue typical of a donut operation. | Inspector documented | IMG-4C2A-14 |
Slip / Trip / Fall and Drive-thru Operations
| Slip / Trip / Fall Control | Response | Observed condition | Evidence | Ref |
|---|---|---|---|---|
| Broken floor tile in customer queue lane | Correction | A chipped and lifted tile (roughly 4 in. by 2 in.) in the customer queue path between the entry door and the order counter. Exposed edge high enough to catch a shoe. Cone in place during the walk; permanent repair scheduled. Replace within 14 days. | Pulse captured | VID-4C2A-18, 0:14 |
| Drive-thru window service-area floor | Pass | The 4-ft service zone inside the drive-thru window shows polish wear consistent with daily traffic. Anti-slip mat in good condition covers the high-traffic strip. | Pulse captured | IMG-4C2A-20 |
| Kitchen floor condition behind the fryer line | Pass | Quarry tile is sound. Anti-slip mats in good repair at the fryer station and the dough sheeter station. | Pulse captured | VID-4C2A-21, 0:18 |
| Wet-floor signage and spill response | Pass | Inspector observed a barista deploy a wet-floor cone within seconds of a milk spill at the espresso station. Signage stocked at both ends of the FOH. | Pulse captured | VID-4C2A-22, 0:11 |
| Parking lot and pedestrian path condition | Minor Note | Asphalt in fair repair, with minor alligator cracking near the drive-thru entry curve. Striping faded in the customer parking area. No standing trip exposures observed. | Pulse captured | IMG-4C2A-23 |
| Outdoor seating area surface condition | Pass | Three two-top concrete tables on a covered patio. Surface level, no significant lippage. Furniture stable. | Pulse captured | IMG-4C2A-24 |
| Drive-thru Operations Control | Response | Observed condition | Evidence | Ref |
|---|---|---|---|---|
| Damaged exterior drive-thru menu board | Correction | The order-confirmation board at the drive-thru menu post shows cracked acrylic in the lower right corner with daylight visible through the panel. Sun and dust exposure compounding the damage. Replace panel within 30 days. | Pulse captured | IMG-4C2A-26 |
| Drive-thru canopy lighting at the far approach | Correction | Two of four canopy LEDs at the menu-board approach are out. Pre-dawn drive-thru open at 4:30 a.m. relies on this lighting for vehicle and pedestrian visibility. | Pulse captured | IMG-4C2A-27 |
| Lane striping and clearance signage | Pass | Drive-thru lane striping legible. Posted clearance signage in place at the canopy. Lane width and turning radius appropriate. | Pulse captured | IMG-4C2A-28 |
| Headset and microphone hygiene | Pass | RM described a daily wipe-down protocol for the four drive-thru headsets, with weekly ear-pad replacements. Documentation present in the manager binder. | Inspector interviewed | Interview |
| Drive-thru window safety and pinch points | Pass | Window slides freely. No visible pinch hazards. Inspector verified the window-to-counter distance allows a safe handoff posture for the barista. | Pulse captured | VID-4C2A-30, 0:22 |
| Vehicle and pedestrian conflict path | Pass | The drive-thru exit crosses the main pedestrian walkway from the shared parking lot to the strip-center sidewalk. Posted yield signage and ground striping in place; sight lines acceptable. | Pulse captured | IMG-4C2A-31 |
Fire and Life Safety
The Minerva indicator feed flagged alcohol: true for this location. Dunkin' does not serve alcohol; this is a known false positive in the third-party indicator feed. The inspector confirmed alcohol service is not present and marked the entire Alcohol Service block N/A. No findings rendered. The report shows how the inspector overrides bad upstream data without dropping it silently.
| Control | Response | Observed condition | Evidence | Ref |
|---|---|---|---|---|
| Type-K extinguisher service tag overdue | Critical | The Class K extinguisher mounted near the cake-donut fryer carries a posted service tag dated April 14, 2025. NFPA 10 requires annual service; the tag is over 12 months past due. Gauge reads in the green and the tamper seal is intact, but the maintenance cycle has lapsed. | Inspector documented | IMG-4C2A-33 |
| Hood suppression annual service past due | Correction | Ansul R-102 (UL-300) hood suppression over the donut fryer line shows a posted tag dated November 2025. NFPA 96 requires semi-annual service; the current interval is past due. Nozzle caps in place, coverage matches as-built. Engage the franchisor-approved fire-protection vendor within 14 days. | Inspector documented | IMG-4C2A-34 |
| Emergency-light battery test sticker | Minor Note | One of two emergency lights (rear hallway) carries a battery test sticker dated October 2025. Quarterly cadence lapsed. Test now and bring the log current. | Inspector documented | IMG-4C2A-37 |
| Portable extinguishers, balance of premises | Pass | Three ABC units (FOH, BOH, office). All three tags current within 12 months. Gauges in the green, mounting brackets secure. | Pulse captured | IMG-4C2A-35 |
| Exit signs and exit paths | Pass | Two exits: the front customer door and the rear staff/delivery door. Both exit signs illuminated, both paths clear. Battery backup operated for the full 90-second test on the rear sign. | Pulse captured | VID-4C2A-36, 0:19 |
| Hood and duct system, last cleaning tag | Pass | Tag dated April 22, 2026. Quarterly cadence appropriate for the donut-fryer exposure. | Pulse captured | IMG-4C2A-38 |
| Central station fire alarm functional test | Pass | Last test January 8, 2026, passed. Posted certificate photographed. | Inspector documented | IMG-4C2A-39 |
| Sprinkler heads, clearance and condition | Pass | Inspector verified 18-inch clearance in the sales floor and BOH. No paint, no damage on heads inspected. | Pulse captured | IMG-4C2A-40 |
| Posted emergency procedures and assembly point | Pass | Posted emergency procedures behind the rear-office door. Assembly point at the far end of the customer parking row. RM walked through the procedure on request. | Inspector interviewed | Interview |
Employee Practices and Lock-Out / Tag-Out
| Employee Practices and Training | Response | Observed condition | Evidence | Ref |
|---|---|---|---|---|
| Food handler cards on file | Pass | All 11 staff hold current Maricopa County food handler cards. Verified at the binder. | Inspector documented | IMG-4C2A-42 |
| Manager certification (Certified Food Protection Manager) | Minor Note | RM holds current ServSafe Manager certification. Closing manager certification expired Q1 2026; renewal scheduled. | Inspector documented | IMG-4C2A-43 |
| Slip-resistant footwear policy | Pass | Spot-check of all six BOH staff on shift: all in slip-resistant footwear. | Pulse captured | IMG-4C2A-44 |
| First-aid signage and burn-care kit | Minor Note | First-aid kit stocked and accessible. Posted location signage in the rear hallway is sun-faded to the point of illegibility. Replace placard. | Inspector documented | IMG-4C2A-45 |
| Lock-Out / Tag-Out Program | Response | Observed condition | Evidence | Ref |
|---|---|---|---|---|
| Walk-in compressor disconnect labeling | Correction | Disconnect for the walk-in cooler compressor is unlabeled. Inspector traced the conduit to confirm it controls the correct unit. Apply a permanent equipment label. | Pulse captured | IMG-4C2A-48 |
| Dough sheeter plug-lockout sleeve missing | Correction | Dough sheeter plug-lockout sleeve is missing from the prep station. Blade and roller adjustments require energy isolation per the manufacturer manual. Replace sleeve and store at the machine. | Pulse captured | IMG-4C2A-49 |
| Written LOTO program covering powered equipment | Pass | Program binder covers donut fryer, dough sheeter, proofer, combi oven, coffee brewers, ice machine, walk-in compressors, and the drive-thru window assembly. Last revision August 2024; refresh due. | Inspector documented | IMG-4C2A-47 |
| Padlocks, danger tags, and authorized-employee roster | Pass | Lock station in the rear office. Four uniquely-keyed padlocks assigned by name. Three authorized employees and 11 affected employees on the current roster. | Pulse captured | VID-4C2A-50, 0:21 |
| Contractor LOTO coordination, refrigeration | Pass | RM described the refrigeration vendor's lockout coordination on the last walk-in compressor service. Vendor applied its own lock and tag during the repair. | Inspector interviewed | Interview |
Consolidated Action Items
Critical and Correction items should be tracked to closure. Minor Notes are noteworthy operational improvements but do not require carrier follow-up. Maricopa County Environmental Services issued three citations across the prior 18 months covering pests, cold-hold, and hand-sink accessibility; all three remained un-corrected at this survey. The recurrence pattern is the principal driver of the Fail outcome.
Risk Quality Grade
Overall Risk Quality Grade (Location)
| Grade | Score | Range |
|---|---|---|
| Below Average | Below Average | Fail |
Recommendations
Engage a licensed pest-control operator, discard exposed product, deep-clean the storage area, and furnish service records to the carrier. Condition matches a recurring Maricopa County citation not corrected at the prior cycle.
Pulse reference: VID-4C2A-04
Engage the franchisor-approved fire-protection vendor, complete the overdue annual service on the Class K extinguisher at the donut-fryer line, and post the updated tag.
Pulse reference: IMG-4C2A-33
Refrigeration tech to diagnose and recalibrate the thermostat, recheck within 24 hours, and dispose of any temperature-abused product.
Pulse reference: IMG-4C2A-07
Add hand-sink access to the opening checklist, designate a soap par level, and brief the team.
Pulse reference: VID-4C2A-09
Engage the franchisor-approved fire-protection vendor, complete the Ansul R-102 service, and post the updated tag.
Pulse reference: IMG-4C2A-34
Replace the tile, re-grout adjacent joints, and document the repair.
Pulse reference: VID-4C2A-18
Order a replacement acrylic panel through the franchisor vendor list and install on receipt.
Pulse reference: IMG-4C2A-26
Replace the two LED canopy fixtures via a landlord work order to restore pre-dawn visibility.
Pulse reference: IMG-4C2A-27
Order and install a replacement gasket; recheck the door seal.
Pulse reference: IMG-4C2A-15
Apply a permanent equipment label identifying the controlled walk-in unit at the compressor disconnect.
Pulse reference: IMG-4C2A-48
Replace the plug-lockout sleeve, store it at the sheeter, and brief the bake team.
Pulse reference: IMG-4C2A-49
Re-charge the sanitizer cycle twice per shift and reinforce in the pre-shift huddle.
Pulse reference: IMG-4C2A-13
Adjust the water-heater set point or replace the mixing valve to reach the 110 F best-practice mark.
Pulse reference: IMG-4C2A-14
Test now, bring the quarterly log current, and schedule a recurring check.
Pulse reference: IMG-4C2A-37
Replace the placard with a UV-rated version.
Pulse reference: IMG-4C2A-45
Recommendation Outlook
Recommendations above are tracked to closure with the account contact. Important items are targeted for completion prior to the renewal effective date; advisory items are reviewed at the next scheduled survey. The account has historically been responsive to risk control guidance, and management has acknowledged the open items at the closing conference.
Equipment Checklist
Powered equipment and energy-control status
| Equipment | Make / Model | Last Service | Tag | LOTO Device | Notes |
|---|---|---|---|---|---|
| Walk-in cooler compressor | Heatcraft / BHT025H6B | 05/30/2026 | Yes | Padlock at panel | Correction. Disconnect unlabeled. Cold-hold drift to 44 F to 46 F at survey. |
| Reach-in freezer (1 unit) | True / T-23F | 05/30/2026 | Yes | Cord/plug | Correction. Torn gasket; ice buildup at threshold. |
| Reach-in refrigeration (3 units) | True / T-49 | 05/30/2026 | Yes | Cord/plug | Temps within range. |
| Ice machine | Hoshizaki / KM-260MAJ | 03/12/2026 | Yes | Padlock at panel | Filter changed May 2026. |
| Cake-donut fryer | Belshaw / Mark VI GP | 04/22/2026 | Yes | Gas and breaker | Daily oil filtration logged. Under Critical for Type-K extinguisher. |
| Yeast-donut fryer | Belshaw / Adamatic 624 | 04/22/2026 | Yes | Gas and breaker | In service. |
| Dough sheeter | Acme Rollmatic / SM630 | 03/08/2026 | Yes | Plug-lockout sleeve | Correction. Plug-lockout sleeve missing. |
| Proofer cabinet | Doyon / E236 | 03/08/2026 | Yes | Cord/plug | Humidity calibration current. |
| Combi oven | Rational / iCombi Pro XS | 03/08/2026 | Yes | Gas and breaker | Self-clean cycle nightly. |
| Sandwich panini grill | Star / GR14E | 05/02/2026 | Yes | Cord/plug | In service. |
| Espresso machine (2-group) | La Marzocco / Linea PB | 05/15/2026 | Yes | Cord/plug | Backflush logged daily. |
| Coffee brewers (3 stations) | Bunn / ICB-DV | 04/02/2026 | Yes | Cord/plug | Daily descale on schedule. |
| Iced-coffee batteries (2) | Bunn / TB6 | 04/02/2026 | Yes | Cord/plug | In service. |
| Blender / frozen-drink units | Vitamix / The Quiet One | 05/15/2026 | Yes | Cord/plug | In service. |
| Hood / exhaust fan, rooftop | Greenheck / CUBE-120 | 04/22/2026 | Yes | Breaker | Quarterly cleaning current. |
| Ansul R-102 hood suppression | Ansul / R-102 (UL-300) | 11/05/2025 | Yes | n/a (system) | Correction. Semi-annual service overdue. |
| Type-K extinguisher, fryer line | Amerex / B260 | 04/14/2025 | Yes | n/a | Critical. Tag over 12 months past due. |
| Rooftop HVAC (1 unit) | Trane / Voyager | 03/12/2026 | Yes | Breaker | Filter swap monthly. |
| Sprinkler riser (common) | Tyco | 01/08/2026 | Yes | Valve LOTO | Last annual passed. |
| Drive-thru window assembly | Quikserv / SC-9148 | 02/19/2026 | Yes | Manual | In service. |
Minerva-Enabled Inspector vs. Traditional Workflow
Same inspector, same standards, a better-supported survey
| Traditional workflow | Pulse-enabled inspector |
|---|---|
| Walks in cold. Inspector arrives with the address and a generic checklist. The MRE referral context and the prior-violation pattern are not in the inspector's hands. | Walks in informed. The inspector arrives with the MRE referral context, the State Index signals, and a structured area-of-focus brief. |
| Handwritten capture. Photos on a phone, notes on a clipboard, voice memos in a separate app. Reconciled later. | Capture as you go. Pulse smart glasses capture video, structured photos, and voice notes with consistent artifact IDs. |
| Manual write-up. Hours of post-visit typing to convert field notes into a structured report. | Less write-up. Findings, references, and tags are pre-structured. The inspector edits rather than authors. |
| Variable output. Format, depth, and naming vary inspector to inspector. | Consistent output. Every report follows the same structure, icon set, and severity tiers across the book. |
Capture during the walk plus a structured draft compresses the gap between survey and final report.
The inspector edits a structured draft instead of typing the report from blank. Hours saved per survey compound across a book.
Same sections, icons, severity tiers, and artifact-ID format on every report. Carriers read one format, not twelve.
When the MRE refers a submission, the loss-control survey starts from the same evidence the underwriter already saw. No re-investigation from zero.