Pizza Hut 2003 Annual Report Download - page 7

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Customer Mania is about having a Yes! attitude,
Customer Mania is about having a Yes! attitude,
culture and mindset 100% of the time.
integration and systems, value engineered our facilities, developed WOW building designs
and most importantly, improved people capability. While execution still remains our number
one challenge, we are getting better and better. Improved margins and customer measures
are evidence. Further proof in the pudding is that 50% of our multibranding units are being
opened by franchisees who are putting their own hard-earned money into the game because
they believe that the payout is there.
Again, this multibranding opportunity is unique to Yum! We clearly have first mover advantage.
No one else has our brand portfolio power, plus our operational learnings put us well ahead
of the pack.
Multibranding key measures: 500+ U.S. multibrand additions per year and at least mid-teen
internal rates of return.
#3. Running Great Restaurants
While we have pockets of excellence around the globe, our customers are
telling us we could only give ourselves a “C” or mediocre grade in operations
execution. We’re making progress as we’ve climbed from the bottom to the
middle of the pack versus competition, but mediocrity is miserable from our
point of view. The bright side is we now have the key processes in place that
are necessary to be a great restaurant operating company. We have standard-
ized and are now implementing our best operating practices around the world:
Customer Mania Training, CHAMPS (which measures operational basics like
Cleanliness, Hospitality, Accuracy, Maintenance, Product Quality and Speed),
Balanced Scorecard, CHAMPS Excellence Review and Bench Planning. The
key now is to execute these tools that we know work with urgency.
As we do, we are fixated on two key measures that reflect the kind of consistency we want to
drive across Yum! Brands:
1) SAME-STORE SALES GROWTH IN EVERY STORE.
2) 100% CHAMPS WITH A YES! ATTITUDE IN EVERY STORE.
Why are these two measures so important? If we are driving same-store sales growth, we
are doing a better job of satisfying more customers. If we are achieving 100% CHAMPS with a
Yes! attitude, we are giving our customers the basic experience they deserve and expect. Of
course, the opposite is true when we don’t.
If we’re achieving
100% CHAMPS with a
Yes! attitude, we’re giving
our customers the experience
they deserve and expect.
At A&W All American Food, customers
keep coming back for our pure 100%
ground beef burgers served hot, fresh
a
nd sizzling every time. Our deli
-
cious Double Bacon Cheeseburger,
pictured below, is our number one
sell
i
ng burger!
5.