alone - Yum!

BECOMING THE BEST RESTAURANT OPERATOR IN THE WORLDWith five great brands and over 840,000 Customer Maniacs-in-Training around theglobe, we’re committed to building an operating culture where everything is centeredon our customers. For us, it’s executing the basics, delivering 100% CHAMPS with a Yes!attitude and mindset. It’s about daily energy, intensity, and a passion to take our operationsto the next level of excellence. It’s about jointly creating consistent performancethat puts our customers first. In this roundtable, Yum!’s Aylwin Lewis, President, ChiefMultibranding and Operating Officer, talks with four Restaurant General Managers tolearn how Customer Maniacs think, act, and respond to the customers they love to serve.We all strive to be CHAMPS!David: You’ve now instituted a global operating platform, tell our shareholders about it.Aylwin: It’s more important than ever to commit ourselves to running great restaurants better than any of our competitors.And that means increased focus on satisfying our customers and anticipating their needs. The key isCustomer Mania. And the way we’re driving that is through continued training and improving execution throughour 100% CHAMPS with a Yes! program. We’re training people four times a year, making steady progress andhaving fun doing it. We just need to continue to drive success at the restaurant level and get better, and better andbetter at satisfying our customers. Rather than me talking about it, let me ask our #1 leaders, our RGMs, howthey’re leading the way.Aylwin: What were you most proud of in 2002?Omar: Without a doubt, it was the rollout of Customer Mania. Once my Team Members were trained, we wereready to roll. Everyone realized it was a smart way to do business and one in which they could personally benefitas well. Several have told me that Customer Mania helped them learn to think like a customer.Mike: CHAMPS set the standard in my restaurant several years ago, but last year we especially drove the wholeCHAMPS with a Yes! attitude and that made a real difference for the team and for our customers. They both noticedthe difference. It meant that the customers won — and the customer must always win.DeVonne: Customer Mania defined a way of life in my restaurant last year. It empowered Team Members to makedecisions on behalf of their customers and that empowerment created ownership by the team.Alfredo: Customer Mania brought Team Members and RGMs closer together across the system. It certainly did in myrestaurant. It helps everyone understand better what everyone else has to do to succeed and enables him or her topitch in and help. Each also became more aware of their brand and of the importance of customers — repeat customers!ROUNDTABLEPARTICIPANTS:From left to right, top to bottom:1 . Aylwin Lewis, President, ChiefMultibranding and Operating Officer isthe moderator of this discussion.2. Alfredo Arroyo, RGM3. DeVonne Waters, RGM4. Mike Nunez, RGM5. Omar Gaines, RGMLeft Pizza Hut RGM Todd Exley is leadinghis team to perfect CHAMPS scores,while driving his same store sales $19,000a week! 2JR Pizza Enterprises1. 2.4. 5.3.As President, ChiefMultibranding andOperating Officer, Aylwinregularly holds roundtablediscussions with RGMs.Here’s one he recentlyhad with several Taco BellRGMs in Florida.21.