Multibranding - Yum!
Multibranding - Yum!
Multibranding - Yum!
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Our formula for success is simple: put people capability<br />
first. When we do that, we’ll satisfy our customers<br />
better than anyone and generate more profits.<br />
Around the globe, Building People Capability means we’re driving our Customer Mania culture deep<br />
to our restaurant teams and operating systems through 100% CHAMPS with a Yes! — our signature<br />
program of Customer Mania training and employee recognition. Everything we do — from hiring<br />
and training, to developing and retaining our leaders — is done with one purpose in mind: be the<br />
best at satisfying our customers better than anyone else. On these two pages, please meet some<br />
of the very best Customer Maniacs in the world!<br />
Cleanliness Sparkle. That’s what Roxie Padot’s restaurant does. With 28 perfect 100% CHAMPS<br />
scores in a row, this 22-year veteran knows how to run great restaurants. During her career that<br />
started as a cashier, Roxie has developed a real Customer Mania focus for keeping her customers<br />
happy and her store clean. She drives that home to her team with three-times-a-day CHAMPS<br />
Alert checks. She agrees with the Colonel, “If you have time to lean, you have time to clean.”<br />
Roxie Padot, Restaurant General Manager, KFC, AJS Associates franchisee<br />
Hospitality “Come on in, we’re family here.” It’s easy to see RGM Brenda Lederer’s approach to<br />
her customers and team when they’re in her restaurant. This 16-year veteran sees the people in her<br />
restaurant as more than an order — they are her friends. With a near perfect score on her CHAMPS<br />
review and a 4% same-store sales increase in 2003, you can tell that this Customer Maniac loves<br />
being in her restaurant. Brenda Lederer, Restaurant General Manager, A&W All American Food,<br />
Larry Blakley franchisee<br />
Accuracy “Accuracy is a team effort,” says RGM Ramona Macias. “Everyone has to get it right.”<br />
That’s why Ramona uses her Customer Mania training to keep her team focused on their individual<br />
roles in satisfying customers. She rewards team members with lots of praise and everyone in her<br />
restaurant — from cooks to cashiers — is cross-trained so they can fill a void at a moment’s notice.<br />
With an overall CHAMPS score of 99% and sales up nearly 6% in 2003, you can see it’s a true team<br />
effort. Ramona Macias, Restaurant General Manager, Long John Silver’s<br />
Maintenance RGM Mitch McCulloch knows that well- maintained equipment means delicious<br />
pizzas every time. And to prove it, Mitch and his team have been driving strong, double-digit sales<br />
growth in 2003. He says the perfect scores his restaurant repeatedly earns on Maintenance are<br />
a direct result of keeping everybody in the restaurant involved. Mitch posts a checklist that monitors<br />
not just the food supply but also keeps track of the equipment. That’s how he and his team<br />
repeatedly put smiles on their customers’ faces! Mitch McCulloch, Restaurant General Manager,<br />
Pizza Hut, High Plains Pizza franchisee<br />
Product Quality “<strong>Yum</strong>!” RGM Jeff Stricklin’s customers say that again and again. It must be why<br />
Jeff’s same-store sales were up an incredible 20% in 2003. He and his Taco Bell team recorded<br />
16 perfect consecutive 100% CHAMPS scores in a row — and he’s still going! That’s over a year of<br />
satisfying customers with delicious food in a great environment. In just two short years, Jeff has<br />
turned his Taco Bell into one of the top performers in the country. How did he do it? By driving a<br />
passionate Customer Mania culture and placing a strong emphasis on delicious product — every<br />
time! Jeff Stricklin, Restaurant General Manager, Taco Bell<br />
Speed Don’t blink. Because RGM Van Hang makes things happen in his restaurant — fast.<br />
Among the top 2% of all Pizza Hut operators, Van closed out 2003 with same-store sales up 4%<br />
and an overall CHAMPS score of 93%. Van’s restaurant can be a very busy place, and he credits<br />
the intensity of his team — many who’ve been there for 10–14 years — in keeping things running<br />
smooth and fast. Now, there are some dedicated Customer Maniacs! Van Hang, Restaurant General<br />
Manager, Pizza Hut<br />
Anne Byerlein<br />
Chief People Offi cer<br />
<strong>Yum</strong>! Brands, Inc.<br />
27.