Aylwin Lewis Chief Operating Officer Yum!Yum! Operationsoperations Yum!Yum!Yum! Operationsoperations —— Firstfirst Fivefive Yearsyears
Total Page：16
File Type：pdf, Size：1020Kb
Aylwin Lewis Chief Operating Officer Yum!Yum! OperationsOperations Yum!Yum!Yum! OperationsOperations —— FirstFirst FiveFive YearsYears Î Established Global Operating Platform Î Launched Customer Mania Î Organized for Multibranding Growth Î Improved Margins EstablishedEstablished GlobalGlobal OperatingOperating PlatformPlatform OneOne GlobalGlobal SystemSystem ProcessProcess andand CustomerCustomer ManiaMania PeoplePeople HighHigh VisibilityVisibility ChampsChamps DisciplineDiscipline AroundAround MindsetMindset andand CapabilityCapability LeadershipLeadership ExecutionExecution P&LP&L andand BalancedBalanced BehaviorBehavior FirstFirst andand CoachingCoaching ScorecardScorecard Î Framework to Drive Ops Execution Î In Place 2001 LaunchedLaunchedLaunched CHAMPSCHAMPSCHAMPS Recognition CCleanliness CHAMPS Recognition Board (1998) CHAMPS Cards (1998) HHospitality Measurement AAccuracy Mystery Shoppers (1998) 1–800 (1998) MMaintenance CHAMPS Excellence Review (2002) PProduct Quality Training Orientation (2002) SSpeed of Service Mindset (2002) CHAMPSCHAMPSCHAMPS —— SecondSecond YearYear ofof U.S.U.S.U.S. ImprovementImprovementImprovement CHAMPSCHAMPS ScoreScore 20012001 2002*2002* Yum!Yum! 8989 90.590.5 InternationalInternational 9191 9191 U.S.U.S. 8888 90.590.5 *Period 11 YTD BALANCEDBALANCED SCORECARDSCORECARD DrivesDrives PerformancePerformance CUSTOMERCUSTOMER PEOPLEPEOPLE CHAMPS Turnover Core Training SALESSALES Vs. Plan, Vs. LY ““VVooiiccee ooff TTeeaamm”” RGM thru Aylwin Lewis SSuurrvveeyy PROFITPROFIT Vs. Plan, Vs. LY RecognitionRecognition PerformancePerformance AppraisalAppraisal RGMRGM BonusBonus YUMYUM BucksBucks LaunchedLaunchedLaunched Yum!Yum!Yum! CustomerCustomerCustomer ManiaManiaMania • 100% CHAMPS . with “Yes” attitude • Over 750,000 team members worldwide trained quarterly • Yum! invests in building “LIFE SKILLS” for team members 9 Listening 9 Empathy 9 Conflict Resolution • Build “Customer Recovery Process” • Team members empowered to resolve customer complaints OrganizedOrganizedOrganized forforfor MultibrandingMultibrandingMultibranding GrowthGrowthGrowth Æ 0 to 40 to 80 people • Optimize ops Trusted customer experience Integrated back of house Improved efficiency Growth-ready standards Yum!Yum!Yum! OperationsOperationsOperations —— TodayToday Progress . Not Where We Want to Be Æ Progress against key focus areas • Taco Bell — drive-through speed, staffing, turnover • Pizza Hut — delivery service, turnover • KFC — product quality Æ Still bottom to middle tier Yum!Yum!Yum! OpsOps —— BottomBottom toto MiddleMiddle TierTier Restaurant & Institutions 2001 Choice in Chains Percent Top 2 Box on 1-to-5 Scale Overall Cleanliness Quality Variety Value Service Convenience Score Score Score Score Score Score Score CFA 44 CFA 44 CFA 64 WEN 50 Taco Bell 49 Sonic 50 Sonic 49 Sonic 44 Subway 38 Subway 57 Sonic 48 WEN 42 CFA 46 MCD 49 Subway 42 Sonic 37 PZZA 56 Subway 48 Subway 42 Subway 41 Taco Bell 45 WEN 40 WEN 34 Pizza Hut 55 CFA 41 Sonic 41 PZZA 36 Subway 44 Pizza Hut 38 Pizza Hut 32 WEN 54 Taco Bell 40 CFA 40 WEN 34 BK 44 PZZA 36 Arby's 32 Pop 51 JIB 40 PZZA 38 Pizza Hut 34 Dom 43 Taco Bell 35 PZZA 30 Arby's 51 Pizza Hut 40 Pop 36 Dom 34 WEN 42 Arby's 35 KFC 29 Sonic 50 Arby's 39 LJS 36 Arby's 32 Pizza Hut 41 KFC 34 LJS 29 KFC 48 KFC 38 MCD 35 Pop 31 CFA 40 Pop 34MCD 28Dom 44Pop 37Dom 35LJS 30 KFC 40 Dom 33 Pop 27 JIB 39 LJS 36 Pizza Hut 34 KFC 29 PZZA 38 MCD 32 BK 27 LJS 38 MCD 34 BK 33 Taco Bell 29 JIB 38 LJS 32 Dom 25 Taco Bell 37 PZZA 32 Arby's 33 MCD 26 Pop 36 BK 31 Taco Bell 25 BK 37 Dom 31 JIB 32 BK 25 Arby's 35 JIB 30JIB 24MCD 31BK 30KFC 31 JIB 23 LJS 32 Key: BK = Burger King JIB = Jack in the Box LJS = Pop = Popeye’s CFA = Chick-fil-A Long John Silver’s PZZA = Papa John’s DOM = Domino’s MCD = McDonald’s WEN = Wendy’s Source: Restaurant and Institutions 2001 Choice and Chains ratings, Fall 2000 TacoTaco BellBell DriveDriveDrive-Through--ThroughThrough SpeedSpeed —— SignificantlySignificantlySignificantly ImprovedImprovedImproved Order to Delivery Time Through-put Potential Cars per peak hour 1:55 +20% +17% 80 More More Cars Cars 75 2:09 77 @ 2:11 70 2:24 66 @ 2:41 65 2:38 55 @ 60 3:02 2:52 55 3:07National National Dallas 50 January August August Phase I Phase II Note: Data for company stores PizzaPizza HutHut HomeHomeHome-Delivery--DeliveryDelivery ServiceServiceService —— DeliveryDeliveryDelivery TimeTimeTime ImprovedImprovedImproved Target Delivery Time % Attainment 86% 80% 2001 2002* * Period 11 YTD KFCKFCKFC HotHot && FreshFresh —— QualityQuality IsIs ImprovedImproved KFC CHAMPS Product Score 83 78 2001 2002* 100 = Best * Period 11 YTD ProgressProgressProgress —— 20022002 WarWar onon DD && FF RestaurantsRestaurants D&F Restaurants A&B Restaurants Average CHAMPS < 85% Average CHAMPS > 90% 3,415 1,4001,400 RestaurantsRestaurants 1,4501,450 RestaurantsRestaurants ImprovedImproved ImprovedImproved 2,150 910 D 799 1,620 2,090 1,168 1,965 F 750 A 370 2,505 1,351 430 615 1,720 452 B 1,535 135 9/01 12/01 YTD ’02 9/01 12/01 YTD ’02 PeoplePeoplePeople CapabilityCapability —— ProgressProgress ContinuesContinues inin 20022002 2001 2002* Team Turnover % 156 128 RGM Turnover % 23 18.5 RGM Stability % 50 56 *Period 11 YTD ( Results are for U.S. company-owned restaurants) PeoplePeople CapabilityCapability —— Progress Progress ContinuesContinues inin 20022002 Target YTD 2002 CHAMPS Check 89 Æ 91 90.5 Balanced Scorecard GPA 3.0 3.2 CHAMPS Excellence Review 80% 82% Restaurant Margin Min. 15% 15.8% Forecast Customer Mania Training 4X 4X in progress Yum!Yum!Yum! OperationsOperations —— NextNext FiveFive YearsYears Customer Mania Mindset • Continue 4x a year • Ops Own sales . +2% People • Team turnover below 100% • 60% multibrand ready CHAMPS Execution • 95%+ CHAMPS Check • 90%+ CHAMPS Excellence Review • Top-Tier Rankings P&L Balanced Scorecard • Min. 15% margin • BSC 3.5 GPA Yum!Yum!Yum! OperationsOperations —— 20032003 FocusFocus Yum! • Cleaning Solution • Multibranding Growth Standards • Speed/Delivery Service Taco Bell • Continue on path KFC • Speed at Drive Thru • Team Turnover Pizza Hut • Delivery Service • Mulitbrand Solution Yum!Yum!Yum! OperationsOperationsOperations ———2003,2003, 2003, ContinuedContinuedContinued ProgressProgressProgress Measuring Ourselves Target 92 to 93, +1 to 2 pts • CHAMPS Score Æ 50% at 100 • CHAMPS Excellence Review 82 to 85% • Customer Mania Mindset 4X • Team Member Turnover 125% • Balanced Scorecard — GPA 3.25 Yum!Yum! OperationsOperations —— ExternalExternalExternal ValidationValidationValidation ofofof ProgressProgressProgress External Measures • Brand Quarterly Tracking — Key consumer attributes • R&I Magazine, Choice in Chains Survey • QSR Magazine Drive-Thru Study • University of Michigan Consumer Satisfaction Study TargetTarget ÆÆ TheTheThe BestBest QSRQSR OperationsOperationsOperations Rankings #1 #2 #3 #4 #5 Yum!Yum!Yum! NextNextNext FiveFiveFive YearsYearsYears Î MULTIBRANDING Transforms the QSR Category Î Premier GLOBAL Restaurant Company ÎÎ BestBest QSRQSR OPERATIONSOPERATIONS.