Pizza Hut 2006 Annual Report Download - page 24

hamps
Accuracy
Accuracy for this outstanding
RGM means serving delicious
food the right way every
time, and that’s just what the
team at KFC RGM Liu Bing
Zhi’s restaurant does regularly.
“The key focus is putting a
smile on our customers’ faces
and making sure their orders
are correct,” he says. “We
treat our customers like old
friends because they are most
important to us.” In-store
surveys help the team stay
focused on their customers’
needs and keep their CHAMPS
scores in the 90% plus
range— while growing sales!
Liu Bing Zhi, KFC
Beijing, China
Maintenance
Displaying a high-energy atti-
tude, Pizza Hut RGM Don Bryant
keeps his eye on all parts of the
business— and making sure
customers don’t have a bad
experience because something
isn’t working right is very impor-
tant. This 20-year veteran and
his team drove sales up 25%
last year, making his restaurant
number one in sales and profits
for all of franchisee RAGE’s
restaurants. Add to that an over-
all CHAMPS score of 95% and
a CHAMPS Excellence Review
of 99.5% and you can see that
Don is a true Customer Maniac.
Don Bryant, Pizza Hut
Middlesboro, Kentucky
Product Quality
Perfect tacos every time. That’s what
Taco Bell company RGM of the Year
Ramona Urena delivers in her restau-
rant. “We weigh every item and follow
all of Taco Bell’s procedures,” she says.
Ramona has been with Taco Bell for
14 years and she knows that custom-
ers expect their orders to be perfect
and the quality of the product to be as
high as possible. She and her team
deliver both. “They’re not coming in
just because the value is right,” she
says. “That may be a consideration,
but they’re coming in because they
know they’ll get great food.” Customers
must be well satisfied at Ramona’s
restaurant because she and her team
drove her overall CHAMPS scores to
97% in 2006.
Ramona Urena, Taco Bell
Oceanside, New York
Speed with Service
Things move fast in the five
restaurants that Mejid Mamdouh
oversees in Paris — so much so
that one of them is the highest
grossing KFC restaurant in the
world! But Mejid always stays calm
in the storm of activity. This vet-
eran started as a crew member in
1993 and his outstanding coaching
skills and CHAMPS performance
over the years demonstrate that he
is a unique leader. Big businesses
are built on people like Mejid. And
this Customer Maniac has one
simple credo: put people capability
first, then satisfied customers and
profitability will follow!
Mejid Mamdouh, KFC
Paris, France
Hospitality
Letting the customer know that they
come first. That’s how LJS/A&W RGM
Kris Jaccard defines hospitality. And
that’s how she and her team practice
it, too. It pays off. Her CHAMPS
scores averaged around 90% in 2006.
“We have fun,” Kris says, “and I think
when the team is happy, the customers
are happy. It shows.” Kris has been
keeping the customer top of mind for
15 years with franchisee BNC Food
Group. Hers is designated a “train-
ing restaurant,” and she is also a
Training Coach.
Kris Jaccard, LJS/A&W
Austin, Texas
c
Cleanliness
Make it shine! That’s what KFC
RGM Manish Patel tells his team.
“I take personal accountability
for keeping the restaurant clean
and bright for my customers,”
he says. He uses the company’s
“Cleaning Captain” program
and that person spends the first
two hours of each day keeping
his restaurant sparkling. That
dedication is paying off too! In
2006, Manish was named KFC’s
RGM of the Year for his strong
CHAMPS scores and his solid
sales growth!
Manish Patel, KFC
Aurora, Illinois
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