Multibranding - Yum!

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28. Running Great Restaurants Aylwin B. Lewis President, Chief Multibranding and Operating Officer Yum! Brands, Inc. 100% CHAMPS with a Yes! and Same-Store Sales Growth in Every Store At Yum! Brands we’re building an operating culture of 840,000 Customer Maniacs with one purpose: satisfying our customers better than any other restaurant company. The true power of Running Great Restaurants is in giving a trusted customer experience — each and every time. To do that, we must live and breathe 100% CHAMPS with a Yes! attitude. When you are a customer in our restaurants, we want you to receive every letter of CHAMPS: Cleanliness, Hospitality, Accuracy, Maintenance, Product Quality and Speed. If we miss one of the letters, your service isn’t as good as it should be. This is the beginning of our fourth year of utilizing our operational framework, and we are beginning our third year of customer and sales mania training each quarter in every restaurant. Our Chief Operating Officers are fully vested in driving our operational culture deep into each of our companies. We recognize that it is our daily leadership intentions around the basics that will allow us to achieve the Run Great Restaurant vision. I’m proud of the progress we made in 2003: Our CHAMPS scores are increasing and our customer complaints are down. Our external measures are beginning to improve and it also shows in our people. Our turnover rates are among the lowest in the industry and we are more confident than ever that a stable environment is so important to continue to drive our Run Great Restaurant mission around the globe. While we still have work to do to fulfill our vision of being the best restaurant operators in the industry, our path to greatness is very clear. Hire, train and promote only Customer Maniacs. Execute the basics with passion and urgency. Lead and coach each restaurant in a one-system fashion as if it were our only one. We know that when we execute 100% CHAMPS with a Yes! attitude, our people become an unstoppable force for growing the business Aylwin B. Lewis President, Chief Multibranding and Operating Officer Yum! Brands, Inc. Customer Mania means delivering 100% CHAMPS with a Yes! attitude every day. It’s the smile on our face and the smile in our voice. It’s putting the customer fi rst in everything we do. When we do that, our people become an unstoppable force for growing the business.
Yum! At-a-glance Source: Crest ® U.S. Sales by Daypart U.S. Sales by Distribution Channel Dinner 59% Lunch 34% Dine Out 80% Snacks/Breakfast 7% Dine In 20% Dinner 64% Lunch 27% Dine Out 72% Snacks/Breakfast 9% Dine In 28% Dinner 43% Lunch 45% Dine Out 73% Snacks/Breakfast 12% Dine In 27% Dinner 54% Lunch 40% Dine Out 58% Snacks/Breakfast 6% Dine In 42% Dinner 27% Lunch 49% Dine Out 43% Snacks/Breakfast 24% Dine In 57% 29.
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Page 5 and 6: We are the leader in the chicken, p
Page 7 and 8: Customer Mania is about having a Ye
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Page 12 and 13: 10. I’m very pleased that our int
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Page 16 and 17: 14. “ Think Outside the Bun.”
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Page 32 and 33: 30. Global Facts Worldwide Sales (i
Page 34 and 35: 32. Financial Highlights (In millio
Page 36 and 37: 34. Wrench Litigation We recorded e
Page 38 and 39: 36. is useful to investors as a sig
Page 40 and 41: 38. rate primarily due to the benef
Page 42 and 43: 40. INTERNATIONAL RESTAURANT UNIT A
Page 44 and 45: 42. under the Credit Facility from
Page 46 and 47: 44. increase, respectively, our 200
Page 48 and 49: 46. Allowances for Franchise and Li
Page 50 and 51: 48. Consolidated Statements of Inco
Page 52 and 53: 50. Consolidated Balance Sheets Dec
Page 54 and 55: 52. Notes to Consolidated Financial
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Page 58 and 59: 56. deemed impaired and written off
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Page 62 and 63: 60. stores when it filed for protec
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Page 72 and 73: 70. U.S. and foreign income before
Page 74 and 75: 72. We have also guaranteed certain
Page 76 and 77: 74. note 25 SELECTED QUARTERLY FINA
Page 78 and 79: 76. Report of Independent Auditors
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78. Board of Directors Senior Offic
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80. Shareholder Services Direct Sto
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YUM! BRANDS 2003 ANNUAL CUSTOMER MA
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Multibranding - Yum!

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