Multibranding - Yum!
Multibranding - Yum!
Multibranding - Yum!
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6.<br />
We are are anything anything but but your your ordinary ordinary restaurant company.<br />
Our goal is to be the<br />
best restaurant operator<br />
in our industry.<br />
DavidC. Novak<br />
Chairman and Chief<br />
Executive Offi cer<br />
<strong>Yum</strong>! Brands, Inc.<br />
Exciting products are constantly<br />
coming through the pipeline at <strong>Yum</strong>!’s<br />
individual brands. One such product<br />
is Taco Bell’s Cheesy Gordita Crunch,<br />
delivering the dynamic contrast of a<br />
crunchy taco shell inside a warm, soft<br />
Gordita fl atbread held together with a<br />
melted three-cheese blend.<br />
We obviously have a major opportunity to improve. For example, at Taco Bell where we had<br />
our best U.S. company same-store sales growth of +2% in 2003, only 66% of our restaurants<br />
had sales growth and only 42% of the CHAMPS scores reached 100%. We have uneven performance<br />
like this at every brand in almost every country in the world. This only shows us how<br />
much upside we have to grow by Running Great Restaurants.<br />
We are striving to train 840,000 team members across our system once a quarter on how<br />
to be Customer Maniacs. We began this training this year and turnover is down, complaints<br />
are down, and compliments are up. CHAMPS scores are improving. We’re making progress<br />
but we know we can and must get better. Our goal is to be the best restaurant operator in<br />
our industry.<br />
As we march ahead, our entire organization is focused on building what we call the <strong>Yum</strong>!<br />
Dynasty, driving consistent results year after year, which is a trademark of truly great companies<br />
and rising shareholder value. On the next page you can see the roadmap we’ve laid out<br />
for dynasty-like performance, along with some of my handwritten comments I always include<br />
in my New Year’s letter to our restaurant teams.<br />
What you can’t see in our numbers, but I hope you can get a sense of in this report, is the power<br />
of the worldwide culture we are building. It’s a high energy, people capability first, customer<br />
mania culture that is centered on spirited recognition that drives performance. If you talk to<br />
our people, you’d hear a universal conviction that the culture we are building is our true secret<br />
weapon. I’m confident we will execute our unique strategies because our outstanding people<br />
and our tremendous franchisees are galvanized around building our business the right way.<br />
In particular, I especially want to thank the Restaurant General Managers who have driven their<br />
same-store sales and achieved 100% CHAMPS scores. You are our number one leaders for a<br />
reason. Only RGMs can build the team of Customer Maniacs that can satisfy our customers.<br />
I appreciate your daily focus to deliver 100% CHAMPS every shift and your passion to build a<br />
team of 100% Customer Maniacs. I tell everyone the basic truth of our business: “Show me a<br />
great RGM and I’ll show you a great restaurant.” That’s because customers see the difference<br />
in the service and we see the difference in our profits.<br />
I’d also like to thank our dedicated Board of Directors, especially Ron Daniel and John Weinberg<br />
who retired this year, for their contributions and passion for helping us build dynasty-like<br />
performance.<br />
We have the power of <strong>Yum</strong>! and a great future. I hope you agree we are anything but your<br />
ordinary restaurant company.<br />
YUM! TO YOU!<br />
DavidC. Novak<br />
Chairman and Chief Executive Officer<br />
<strong>Yum</strong>! Brands, Inc.