Pizza Hut 1999 Annual Report Download - page 12

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for serving our customers and for teaming with
their fellow RGMs to share best practices. We held
our first-ever RGM meetings for Pizza Hut, our
first-ever systemwide (company and franchise)
meetings for Taco Bell and also our first-ever
international RGM summits in Asia and London.
AYLWIN LEWIS: EXECUTIVE VP, OPERATIONS AND NEW
BUSINESS DEVELOPMENT: Best practice sharing is a
key element of the way we do business. One of our
primary challenges is to formalize best-practice
sharing across the globe and to learn from both
inside and outside of the company. Recently, we’ve
looked outside of the company and benchmarked
some of the most successful businesses in the U.S.
to learn from them and are incorporating those
learnings into our business.
Internally, our greatest success story to date with
best practice sharing is demonstrated through
C.H.A.M.P.S. — which stands for Cleanliness,
Hospitality, Accuracy, Maintenance, Product
Quality and Speed. C.H.A.M.P.S. is our umbrella
operations program for training, measuring and
rewarding our employees performance against
customer standards. Not too long ago, we were a
restaurant system with three great brands but
many different procedures and training man-
uals. So we went to work to weed out
redundancies, leverage learnings and
create a uniform approach for every-
thing from the way we train our people
to how we cook our food. The goal
was, and still is, to ensure that our
customers receive the same level of
superior service and food quality at
all of our restaurants.
The results have been great! The
combination of our C.H.A.M.P.S.
standards library, our Developing
Champions training initiative, our
CHAMPSCheck mystery shops
and other C.H.A.M.P.S. programs is
paying terrific dividends, namely
charged-up, customer-focused teams
and dynamite sales — as well as
improved operations. And though
C.H.A.M.P.S. started out at our inter-
national business, TRI, we’ve since
spread it across the entire system —
first to KFC then to Taco Bell, and we
recently rolled it out to Pizza Hut last
year. And what’s more, our restaurant
teams love it!
10