Pizza Hut 2004 Annual Report Download - page 8
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Please find page 8 of the 2004 Pizza Hut annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.it’s also why our single biggest global initiative is what
we’vecoinedCustomerMania.CustomerManiaisdefined
asdeliveringourcustomers100%CHAMPSwitha“Yes!”
attitudeeverysingletime.We’vebeenonthisjourneyfor
threeyearsnowtrainingour850,000teammembersonce
aquarteronhowtobeCustomerManiacs.
Infact,KenBlanchard,theauthorofOneMinuteManager
wassoimpressedwiththeoperatingcultureandprocesses
he learned Yum! is putting in place to create Customer
Mania that he wrote a book on our approach and prog-
ressentitledCustomerMania!It’sNeverTooLateToBuildA
Customer-FocusedCompany.
WhileKengivesushighmarksonprocess,recognitionand
leadership,heonlygaveusaratingofsixonascaleof
oneto10onhavingCustomerManiabeingexecutedby
ourteammembersatourrestaurants.Clearlywecando
better andweare committedto improvingwithurgency.
We’vemadeprogressandcantellyouwithcertaintywe
havethepeople,toolsandprocessestomakealotmore.
Ourgoalistorunthebestrestaurantsinthebusinessand
weareonamarchtomakeithappen.Justthinkwhatwe
candoaswetakeouroperationsfrommediocretogood
togreat.Ourbestrunrestaurantsalwaysmakemoresales
andprofitssothepayoffwillcome.
OperationsKeyMeasures:100%CHAMPSwitha“Yes!”
attitudeinEveryStoreandSameStoreSalesGrowthin
EveryStore.
Going forward, we are galvanized around building what
wecalltheYum!Dynasty,drivingconsistentresultsyear
after year, which as you know, is the hallmark of truly
greatcompanies.
On the next page, you can see the roadmap we’ve laid
out for dynasty-like performance, along with handwritten
commentsIalwaysincludeinmyNewYear’slettertoour
restaurantteams.
I’m oftenaskedbyinvestorswhatIsee goingon inour
companythattheydon’tsee.Whatyoucan’tseeinthe
numbersisthequalitywayinwhichweareachievingthem.
First,wenowhaveprocessanddisciplinearoundthethings
thatreallymatterinourrestaurantsandineveryfunction
atourrestaurantsupportcenters.
Second,andmostimportantly,ifyoutalktoourpeopleyou’d
hearauniversalconvictionthatourdistinctcultureisour
biggestcompetitiveadvantage.It’sahighenergy,people
capability-first, CustomerManiaworkenvironmentthatis
centeredonspiritedrecognitionthatdrivesperformance.
There’snodoubtinmymindthatcontinuingtobuildawork
environmentwhereeveryoneknowstheycanmakeadiffer-
ence will make the biggest difference for shareholders
today and tomorrow. This has been and will remain my
numberonepriority.
I’dliketothankourdedicatedteammembers,restaurant
managers,franchisepartners,andoutstandingBoardof
Directors for their many contributions and commitment
to Customer Mania. I’d particularly like to thank Jamie
Dimon andSidney Kohl who retired fromourboard this
year,andPeteBassi,whoretiredasthePresidentofYum!
RestaurantsInternational.Jamie,SidneyandPetemade
lasting contributionsto the formationand growthof our
company. I would also like to thank Bonnie Hill, David
Grissom,DaveDormanandJonLinenforthecontributions
theyaremakingasournewestboardmembers.
WehavethepowerofYum!andtheuniquegrowthoppor-
tunitiestobuildoneoftheworld’smostconsistentand
highestperformingcompanies.Ihopeyou agreeweare
anythingbutyourordinaryrestaurantcompany.
Yum!toYou!
DavidC.Novak
ChairmanandChiefExecutiveOfficer
Ourformulaforsuccessis
simple:putpeoplecapability
first.Whenwedothat,we’ll
satisfyourcustomersbetter
thananyoneandgenerate
moreprofits.
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