Pizza Hut 1999 Annual Report Download - page 10

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GREGG DEDRICK, EXECUTIVE VP, PEOPLE AND SHARED
SERVICES: One of our “Founding Truths” and one
of our key strategies is putting people capability
first. This means we must support our employees
by giving them the tools they need to be success-
ful and then reward and recognize them for that
success. We all know when we do that, satisfied
customers and profits follow. Why is that?
Because the restaurant industry is a highly
people-driven business — one where success with
the customer depends on enthusiastic, well-
trained, service-driven teams. So our challenge
is not only to attract great people, but also to
retain and motivate them, particularly in our
restaurants. To do that, we’re creating a unique
work environment where everyone counts and
knows they make a difference. In fact, our goal is
to build an ownership and recognition culture
that drives the best results in the industry.
How are we doing this? First, by encouraging
everyone to think and act like owners and
be accountable as owners, too. That means
understanding how our actions and ideas have
an impact with customers and on the bottom line.
The message is “own your teams, own your cus-
tomers and own your results,” and given our
success with driving margins and increas-
ing customer satisfaction, it’s a message
that’s paying off. Second, we’re making
recognition a key part of our operation.
Recognition shows you care and, in this
demanding quick-service business, if you
don’t care, people leave. So every day we cel-
ebrate the achievements of our people,
which builds commitment and puts ener-
gized, motivated teams on the frontline
serving our customers.
We bring our unique culture to life in a
number of ways. For example, we estab-
lished our YUM Leadership program,
where franchise and company leaders
gather with David Novak to learn how to
lead and build teams with a common
agenda. We’ve also begun cascading our
core values of accountability, excellence and
teamwork — what we call our How We Work
Together principles — throughout our
entire system. We then get feedback on our
progress. We launched the “Founders
Survey,” an annual survey that tells us how
we’re running the business. In fact, our
1999 survey scores were great: we
registered extremely high levels of
employee commitment around the globe. Our peo-
ple have pride in their jobs, their company and
they’re staying with us. We rated especially well
with our RGMS, who showed great enthusiasm
1
people
capability
first
Jonathan Blum
Senior VP, Public Affairs
Aylwin Lewis
Executive VP,
Operations &
New Business Development
Gregg Dedrick
Executive VP, People &
Shared Services
8