2. 1958 - 1st
1986 – Pizza
Pizza Hut
Hut celebrates
restaurant
1972 – opening 1997 – Yum!
opens in 1977 – Pizza
Thousand 1973 - Pizza 5000th store in Food becomes
Kansas, starte Hut Inc,
restaurants Hut goes Dallas, Texas an
d by two merger with
open across International. and Pizza Hut independent
college aged Pepsi Co. Inc.
USA. Delivery, a company.
brothers Frank
new concept
and Dan
starts.
Carney.
3. Pizza Hut, Inc., based in Dallas, Texas, is the world’s largest
pizza restaurant company and one of the major subsidiaries of
Yum! Brands.
Pizza Hut has completed 15 successful years of their journey
in India. Pizza Hut made its foray into India with the opening of
its first restaurant in Bangalore in 1996.
Pizza Hut is the preferred affordable casual dining restaurant
in India with a 27 per cent market share of the eating-
out market and over 70,000 footfalls per day across the
country, and has been rated as the most trusted and
established brand.
Pizza Hut has been voted “Most Trusted Food Service Brand in
India” for sixth year and is the only restaurant company to be
placed in Top 20 Service Brands list (The Economic Times’
annual survey).
4. C.H.A.M.P.S:
C : Cleanliness
H : Hospitality
A :Accuracy
M : Maintenance
P : Product Quality
S : Speed
3 F’s: Fun, Friendly and Familiar
Mission Statement:
“We take pride in making a perfect pizza and providing
courteous and helpful service on time, all the time.
Every customer says, "I'll be back!" We are the employer of
choice offering team members opportunities For
Growth, Advancement, And Rewarding Careers in a
Fun, Safe Working Environment.”
5. Operational Head
Regional Store
Area Manager Manager
Coach
Shift
Asst S M
Manager
Team Team Team
Member Member Member
6. Weakness
Strength Queue During Peak Hour
Quality Food Lack of space
Brand High Turn Over
Good service
Opportunities Threats
Tier 3 cities
Competitors
Office Lunches
Pricing
Low calorie menu
Open take away counters
7. Until 6 months back the system in use was POS Retail Software.
The POS Retail software had the features to enter current data and helped in making
calculations.
It did not have a provision to forecast.
The software was unable to store historical data for analysis.
There was no way to create a database and link it to a GUI.
The inventory and raw material was not well managed.
8. A regular day starts with the checking of mails and running Forecaster.
They have 3 stations in the kitchen to cater to the different items like pasta, dough & bake
The new Microsoft Navision system lets them analyze the historical data.
This helps to forecast demand for the particular day.
As per the forecasting, on a given day, the store manager feeds the number of pizza’s
projected for the day.
According to the projected number of pizza’s it computes the amount of
dough, vegetables, meat, chicken, and other raw material that would be required.
The existing inventory is checked for any deficit, and in the case the minimum level of raw
material is unavailable, an order is placed with the warehouse. For any interim requirement they
fall back on the nearby Pizza Hut stores.
The requisition to the warehouses is made basis the analysis from this tool and the delivery time
is generally 3 days and the ordering happens on a week on week basis.
9.
10. VIP (Very Into Pizza) Club.
Feedback management on Weekly basis.
Quarterly Audit for Quality adherence by Yum! staff.
Customer preference ,customer contacts and customer
satisfaction is recorded and collated monthly.
Knowledge Management:
People undergo trainings and are put through
post training assessment online.
The tests generate online certificates.
The trainings for the store managers happens in a
class room mode.
11. There is a monthly P&L statement made by the store manager .
The closing balance of inventory
To compare inter outlet performance the following parameters
are used:
Team Member Turnover
CMS
Top Line
MCP
The report is generated on a monthly basis.
The store manager runs a daily Forecaster to calculate the raw
material consumption.
End to end order management is done using Navision.
Indenting against warehousing is done through the system.
12. The ERP system allows prediction of sales and
efficient delivery.
The amount of waste has come down due to
effective prediction and timely planning of
inventory.
Quick service time and table utilization is
maximized.
Daily Report & planning for the day is easier.
Online training modules for employees
Centralized calling system
13. Manual payroll system for employees below Store
manager level
Manual attendance sheet sent at the end of the day
Absence of intranet chat or any communicating
tool for employees across different stores.
Area Coach manually compiles all reports and
shares it with Regional Manger
Inventory indent once fed cannot be
rectified/inflexible system.
The inventory position in the rest of the stores is
not available in the centralized database.
The feedback recording system is manually fed to
the system.
14. The feedback could be rolled out in emails to
customers rather than manually filling it. They
already have it incorporated in the website, in the
following link:
http://crm.pizzahut.co.in/customer_feedback.php?type
=1
The store manager is not making use of the features
of Navision and he should be mentored with the ERP
software and its features.
Payroll & Attendance are not in the ERP. It should be
automated and not manual.
Build a more flexible system where corrections can be
made.
