Pizza Hut 2002 Annual Report Download - page 23

21.
With five great brands and over 840,000 Customer Maniacs-in-Training around the
globe, we’re committed to building an operating culture where everything is centered
on our customers. For us, it’s executing the basics, delivering 100% CHAMPS with a Yes!
attitude and mindset. It’s about daily energy, intensity, and a passion to take our oper-
ations to the next level of excellence. It’s about jointly creating consistent performance
that puts our customers first. In this roundtable, Yum!’s Aylwin Lewis, President, Chief
Multibranding and Operating Officer, talks with four Restaurant General Managers to
learn how Customer Maniacs think, act, and respond to the customers they love to serve.
We all strive to be CHAMPS!
David: You’ve now instituted a global operating platform, tell our shareholders about it.
Aylwin: It’s more important than ever to commit ourselves to running great restaurants better than any of our com-
petitors. And that means increased focus on satisfying our customers and anticipating their needs. The key is
Customer Mania. And the way we’re driving that is through continued training and improving execution through
our 100% CHAMPS with a Yes! program. We’re training people four times a year, making steady progress and
having fun doing it. We just need to continue to drive success at the restaurant level and get better, and better and
better at satisfying our customers. Rather than me talking about it, let me ask our #1 leaders, our RGMs, how
they’re leading the way.
Aylwin: What were you most proud of in 2002?
Omar: Without a doubt, it was the rollout of Customer Mania. Once my Team Members were trained, we were
ready to roll. Everyone realized it was a smart way to do business and one in which they could personally benefit
as well. Several have told me that Customer Mania helped them learn to think like a customer.
Mike: CHAMPS set the standard in my restaurant several years ago, but last year we especially drove the whole
CHAMPS with a Yes! attitude and that made a real difference for the team and for our customers. They both noticed
the difference. It meant that the customers won
— and the customer must always win.
DeVonne: Customer Mania defined a way of life in my restaurant last year. It empowered Team Members to make
decisions on behalf of their customers and that empowerment created ownership by the team.
Alfredo: Customer Mania brought Team Members and RGMs closer together across the system. It certainly did in my
restaurant. It helps everyone understand better what everyone else has to do to succeed and enables him or her to
pitch in and help. Each also became more aware of their brand and of the importance of customers — repeat customers!
BECOMING THE BEST RESTAURANT OPERATOR IN THE WORLD
ROUNDTABLE
PARTICIPANTS:
From left to right, top to bottom:
1 . Aylwin Lewis, President, Chief
Multibranding and Operating Officer is
the moderator of this discussion.
2. Alfredo Arroyo, RGM
3. DeVonne Waters, RGM
4. Mike Nunez, RGM
5. Omar Gaines, RGM
Left Pizza Hut RGM Todd Exley is leading
his team to perfect CHAMPS scores,
while driving his same store sales $19,000
a week! 2JR Pizza Enterprises
As President, Chief
Multibranding and
Operating Officer, Aylwin
regularly holds roundtable
discussions with RGMs.
Here’s one he recently
had with several Taco Bell
RGMs in Florida.
1. 2.
4. 5.
3.