Pizza Hut 2002 Annual Report Download - page 26

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24.
help us run our restaurants better. We talked about reducing turnover earlier, and I think the Balanced Scorecard
is another great tool we can use to reduce turnover.
DeVonne: I agree. It really helps us target our progress. We know exactly where we’re doing well, and where we
need to focus more of our attention. Now that we’re doing CER (CHAMPS Excellence Review), I think Team Members
are even more aware of Customer Mania and its importance. We don’t know when a CER visit is going to happen,
so we’ve got to be on our toes all the time. And when we get the results back from the visit, we always sit down
and go over them carefully to make sure we’re executing against our standards and delivering on our 100% CHAMPS
with a Yes! program.
Omar: The unannounced visits really are a great training tool and great way to recognize my team. I use them as a
chance to pat my people on the back and show them how important they are. And that I care about them. My team
is important to me. I really like seeing the increased focus on Team Member training and the fact that we’re training
more frequently. It makes us better able to give our customers what they want. And that’s what it’s all about. Giving
our people the confidence to handle every situation and get better and better at serving our customers.
Aylwin: It just shows you, with people like this running our restaurants, putting their capability first and the capa-
bility of all our people in the system first, satisfied customers will follow and our company will make more money.
That’s our formula for success.
Above “I have fun and love the people I
work with. As a Team Member, I love feeling
that I can make a difference. And I can. Our
Customer Mania training taught us that. It’s
also about being polite to the customer and
trying to make them feel that he or she is our
#1 priority.”
Elizabeth Parkerson, Team Member,
Taco Bell, Southern Multifoods Inc.
Left “Customer Mania is
giving 100% of your energy
and enthusiasm to making
your customers 100%
satisfied
—
every hour,
every day.”
Joe Gootee, Assistant Manager
Long John Silver’s/A&W
Be low “I’m proud of my work. I make sure that
every piece of chicken I fry and every product I
make is delicious. That’s because I know that
what I’m doing back here is being so well
received out in the dining room. And that to me
is what it means to be a Customer Maniac.”
Amadou Gouzae, Cook,
KFC/A&W, Luihn Food Systems