Pizza Hut 2003 Annual Report Download - page 29

Our formula for success is simple: put people capability
first. When we do that, we’ll satisfy our customers
better than anyone and generate more profits.
Around the globe, Building People Capability means we’re driving our Customer Mania culture deep
to our restaurant teams and operating systems through 100% CHAMPS with a Yes! — our signature
program of Customer Mania training and employee recognition. Everything we do — from hiring
and training, to developing and retaining our leaders — is done with one purpose in mind: be the
best at satisfying our customers better than anyone else. On these two pages, please meet some
of the very best Customer Maniacs in the world!
Cleanliness Sparkle. That’s what Roxie Padot’s restaurant does. With 28 perfect 100% CHAMPS
scores in a row, this 22-year veteran knows how to run great restaurants. During her career that
started as a cashier, Roxie has developed a real Customer Mania focus for keeping her customers
happy and her store clean. She drives that home to her team with three-times-a-day CHAMPS
Alert checks. She agrees with the Colonel, “If you have time to lean, you have time to clean.”
Roxie Padot, Restaurant General Manager, KFC, AJS Associates franchisee
Hospitality “Come on in, we’re family here.” It’s easy to see RGM Brenda Lederer’s approach to
her customers and team when they’re in her restaurant. This 16-year veteran sees the people in her
restaurant as more than an order — they are her friends. With a near perfect score on her CHAMPS
review and a 4% same-store sales increase in 2003, you can tell that this Customer Maniac loves
being in her restaurant. Brenda Lederer, Restaurant General Manager, A&W All American Food,
Larry Blakley franchisee
Accuracy “Accuracy is a team effort,” says RGM Ramona Macias. “Everyone has to get it right.”
That’s why Ramona uses her Customer Mania training to keep her team focused on their individual
roles in satisfying customers. She rewards team members with lots of praise and everyone in her
restaurant — from cooks to cashiers — is cross-trained so they can fill a void at a moment’s notice.
With an overall CHAMPS score of 99% and sales up nearly 6% in 2003, you can see it’s a true team
effort. Ramona Macias, Restaurant General Manager, Long John Silver’s
Maintenance RGM Mitch McCulloch knows that well- maintained equipment means delicious
pizzas every time. And to prove it, Mitch and his team have been driving strong, double-digit sales
growth in 2003. He says the perfect scores his restaurant repeatedly earns on Maintenance are
a direct result of keeping everybody in the restaurant involved. Mitch posts a checklist that moni-
tors not just the food supply but also keeps track of the equipment. That’s how he and his team
repeatedly put smiles on their customers’ faces! Mitch McCulloch, Restaurant General Manager,
Pizza Hut, High Plains Pizza franchisee
Product Quality “Yum!” RGM Jeff Stricklin’s customers say that again and again. It must be why
Jeff’s same-store sales were up an incredible 20% in 2003. He and his Taco Bell team recorded
16 perfect consecutive 100% CHAMPS scores in a row — and he’s still going! That’s over a year of
satisfying customers with delicious food in a great environment. In just two short years, Jeff has
turned his Taco Bell into one of the top performers in the country. How did he do it? By driving a
passionate Customer Mania culture and placing a strong emphasis on delicious product — every
time! Jeff Stricklin, Restaurant General Manager, Taco Bell
Speed Don’t blink. Because RGM Van Hang makes things happen in his restaurant — fast.
Among the top 2% of all Pizza Hut operators, Van closed out 2003 with same-store sales up 4%
and an overall CHAMPS score of 93%. Van’s restaurant can be a very busy place, and he credits
the intensity of his team — many who’ve been there for 10–14 years — in keeping things running
smooth and fast. Now, there are some dedicated Customer Maniacs! Van Hang, Restaurant General
Manager, Pizza Hut
Anne Byerlein
Chief People Offi cer
Yum! Brands, Inc.
27.