Pizza Hut 2003 Annual Report Download - page 30

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A
t Yum! Brands we’re buildin
g
an operatin
g
culture o
f
840,000 Customer Maniacs with
one purpose: satis
f
ying our customers better than any other restaurant company.
The
t
rue power o
f
Running Great Restaurants is in giving a trusted customer experience — each
and every time. To do that, we must live and breathe 100% CHAMPS with a Yes! attitude.
When
y
ou are a customer in our restaurants, we want
y
ou to receive ever
y
letter of
C
HAMP
S
:
C
leanliness, Hospitality, Accuracy, Maintenance, Product
Q
uality and
S
peed.
If we miss one of the letters, your service isn’t as good as it should be.
This is the beginning of our fourth year of utilizing our operational framework, and we
a
re be
g
innin
g
our third year o
f
customer and sales mania trainin
g
each quarter in ever
y
restaurant. Our Chie
f
Operatin
g
O
ff
icers are
f
ully vested in drivin
g
our operational culture
d
eep into each o
f
our companies. We recognize that it is our daily leadership intentions
a
r
ou
n
d
t
h
e
bas
i
cs
t
h
at
will
a
ll
o
w
us
to
ac
hi
e
v
e
t
h
e
R
u
n
G
r
eat
R
estau
r
a
n
t
vi
s
i
o
n
.
I’m proud o
f
the pro
g
ress we made in 2003: Our CHAMPS scores are increasin
g
and ou
r
c
ustomer complaints are down. Our external measures are beginning to improve and it
a
lso shows in our people.
O
ur turnover rates are amon
g
the lowest in the industry and
we are more confident than ever that a stable environment is so im
p
ortant to continue
t
o drive our Run
G
reat Restaurant mission around the
g
lobe
.
While we still have work to do to
f
ul
f
ill our vision o
f
being the best restaurant opera-
t
ors
i
n t
h
e
i
n
d
ustry, our pat
h
to
g
reatness
i
s very c
l
ear.
Hi
re, tra
i
n an
d
promote on
ly
C
ustomer Maniacs. Execute the basics with passion and urgency. Lead and coach each
r
estaurant in a one-system
f
ashion as i
f
it were our only one. We know that when we
e
xecute 100% CHAMPS with a Yes! attitude, our
p
eo
p
le become an unsto
pp
able force
f
or
g
rowin
g
the busines
s
A
ylw
i
n B. Lew
is
P
resident, Chief Multibrandin
g
and Operatin
g
Office
r
Y
um
!
B
ran
d
s,
I
nc
.
Aylwin B. Lewis
President, Chief Multibranding
and Operating Officer
Yum! Brands, Inc.
C
ustomer Man
i
a means del
i
ver
i
n
g
1
00
%
C
HAMP
S
w
i
th a Yes! att
i
tude
every day. It’s the smile on our face
and the smile in our voice. It’s putting
t
he customer fi rst in everything we do.
W
hen we do that, our people become
an unstoppable
f
orce
f
or growing the
business
.
Running Great Restaurants
100% CHAMPS with a Yes! and
Same-Store Sales Growth in Every Store
28.