Pizza Hut 2004 Annual Report Download - page 8

it’s฀ also฀ why฀ our฀ single฀ biggest฀ global฀ initiative฀ is฀ what฀
we’ve฀coined฀Customer฀Mania.฀Customer฀Mania฀is฀defined฀
as฀delivering฀our฀customers฀100%฀CHAMPS฀with฀a฀“Yes!”฀
attitude฀every฀single฀time.฀We’ve฀been฀on฀this฀journey฀for฀
three฀years฀now฀training฀our฀850,000฀team฀members฀once฀
a฀quarter฀on฀how฀to฀be฀Customer฀Maniacs.
In฀fact,฀Ken฀Blanchard,฀the฀author฀of฀One฀Minute฀Manager฀
was฀so฀impressed฀with฀the฀operating฀culture฀and฀processes฀
he฀ learned฀ Yum!฀ is฀ putting฀ in฀ place฀ to฀ create฀ Customer฀
Mania฀ that฀ he฀ wrote฀ a฀ book฀ on฀ our฀ approach฀ and฀ prog-
ress฀entitled฀Customer฀Mania!฀It’s฀Never฀Too฀Late฀To฀Build฀A฀
Customer-Focused฀Company.
While฀Ken฀gives฀us฀high฀marks฀on฀process,฀recognition฀and฀
leadership,฀he฀only฀gave฀us฀a฀rating฀of฀six฀on฀a฀scale฀of฀
one฀to฀10฀on฀having฀Customer฀Mania฀being฀executed฀by฀
our฀team฀members฀at฀our฀restaurants.฀Clearly฀we฀can฀do฀
better฀ and฀we฀are฀ committed฀to฀ improving฀with฀urgency.฀
We’ve฀made฀progress฀and฀can฀tell฀you฀with฀certainty฀we฀
have฀the฀people,฀tools฀and฀processes฀to฀make฀a฀lot฀more.฀
Our฀goal฀is฀to฀run฀the฀best฀restaurants฀in฀the฀business฀and฀
we฀are฀on฀a฀march฀to฀make฀it฀happen.฀Just฀think฀what฀we฀
can฀do฀as฀we฀take฀our฀operations฀from฀mediocre฀to฀good฀
to฀great.฀Our฀best฀run฀restaurants฀always฀make฀more฀sales฀
and฀profits฀so฀the฀payoff฀will฀come.
Operations฀Key฀Measures:฀100%฀CHAMPS฀with฀a฀“Yes!”฀
attitude฀in฀Every฀Store฀and฀Same฀Store฀Sales฀Growth฀in฀
Every฀Store.
Going฀ forward,฀ we฀ are฀ galvanized฀ around฀ building฀ what฀
we฀call฀the฀Yum!฀Dynasty,฀driving฀consistent฀results฀year฀
after฀ year,฀ which฀ as฀ you฀ know,฀ is฀ the฀ hallmark฀ of฀ truly฀
great฀companies.฀
On฀ the฀ next฀ page,฀ you฀ can฀ see฀ the฀ roadmap฀ we’ve฀ laid฀
out฀ for฀ dynasty-like฀ performance,฀ along฀ with฀ handwritten฀
comments฀I฀always฀include฀in฀my฀New฀Year’s฀letter฀to฀our฀
restaurant฀teams.
I’m฀ often฀asked฀by฀investors฀what฀I฀see฀ going฀on฀ in฀our฀
company฀that฀they฀don’t฀see.฀What฀you฀can’t฀see฀in฀the฀
numbers฀is฀the฀quality฀way฀in฀which฀we฀are฀achieving฀them.฀
First,฀we฀now฀have฀process฀and฀discipline฀around฀the฀things฀
that฀really฀matter฀in฀our฀restaurants฀and฀in฀every฀function฀
at฀our฀restaurant฀support฀centers.
Second,฀and฀most฀importantly,฀if฀you฀talk฀to฀our฀people฀you’d฀
hear฀a฀universal฀conviction฀that฀our฀distinct฀culture฀is฀our฀
biggest฀competitive฀advantage.฀It’s฀a฀high฀energy,฀people฀
capability-first,฀ Customer฀Mania฀work฀environment฀that฀is฀
centered฀on฀spirited฀recognition฀that฀drives฀performance.฀
There’s฀no฀doubt฀in฀my฀mind฀that฀continuing฀to฀build฀a฀work฀
environment฀where฀everyone฀knows฀they฀can฀make฀a฀differ-
ence฀ will฀ make฀ the฀ biggest฀ difference฀ for฀ shareholders฀
today฀ and฀ tomorrow.฀ This฀ has฀ been฀ and฀ will฀ remain฀ my฀
number฀one฀priority.
I’d฀like฀to฀thank฀our฀dedicated฀team฀members,฀restaurant฀
managers,฀franchise฀partners,฀and฀outstanding฀Board฀of฀
Directors฀ for฀ their฀ many฀ contributions฀ and฀ commitment฀
to฀ Customer฀ Mania.฀ I’d฀ particularly฀ like฀ to฀ thank฀ Jamie฀
Dimon฀ and฀Sidney฀ Kohl฀ who฀ retired฀ from฀our฀board฀ this฀
year,฀and฀Pete฀Bassi,฀who฀retired฀as฀the฀President฀of฀Yum!฀
Restaurants฀International.฀Jamie,฀Sidney฀and฀Pete฀made฀
lasting฀ contributions฀to฀ the฀ formation฀and฀ growth฀of฀ our฀
company.฀ I฀ would฀ also฀ like฀ to฀ thank฀ Bonnie฀ Hill,฀ David฀
Grissom,฀Dave฀Dorman฀and฀Jon฀Linen฀for฀the฀contributions฀
they฀are฀making฀as฀our฀newest฀board฀members.
We฀have฀the฀power฀of฀Yum!฀and฀the฀unique฀growth฀oppor-
tunities฀to฀build฀one฀of฀the฀world’s฀most฀consistent฀and฀
highest฀performing฀companies.฀I฀hope฀you฀ agree฀we฀are฀
anything฀but฀your฀ordinary฀restaurant฀company.
Yum!฀to฀You!
David฀C.฀Novak
Chairman฀and฀Chief฀Executive฀Offi฀cer
Our฀formula฀for฀success฀is฀
simple:฀put฀people฀capability฀
fi฀rst.฀When฀we฀do฀that,฀we’ll฀
satisfy฀our฀customers฀better฀
than฀anyone฀and฀generate฀
more฀profi฀ts.
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