HUT NEWS Issue #1 1

Hut News

Q2, 2012

WHERE WE ALL GATHER UNDER ONE HUT IN THIS ISSUE

Team Pizza Hut,

As I wind up my time here in Canada, I wanted to leave you with some parting thoughts. First of all, I wanted to congratulate you. Seriously. As a system, you has moved Pizza Hut Speed of Service from mostly unknown, and largely unspoken about, to true world class. Last week, when I left Canada, I had just heard that Pizza Hut Canada achieved 80% U30’s as a total system. Don’t tell them I said so, but this is better than any other Developed Pizza Hut market around the world (U.S., UK, Australia for example).

Some of you don’t care about what goes on around the rest of the world, and in some ways I agree with you - I know that your customers don’t know about or care about PH in Australia or the U.K. But I also know that our customers do care about having a good experience when they order from us, just like you and I care about it when we go to Tim Hortons or when we call Bell or Rogers customer service. We are either happy, neutral or really annoyed by each experience we have as a customer, and each experience affects our willingness to come back, and how long it takes until we do.

So my point is this – we have got significantly better at delivering consistently fast pizza in Canada than we were, and we can be truly proud of our actual numbers. It’s not that we were terrible and now we are OK, its that we were bad and now we are world class. Simple. So well done

to all of you who have made this happen in your piece of Pizza Hut.

As we get better, so our competitors adjust too, that’s the nature of business, and at the end of the day, we want to be the one that a customer chooses because over all, they feel that we are their preference. There are so many aspects to this, as you all know, but the thought that I wanted to leave you with is a simple one. We can often fall into the trap of only talking about speed numbers, CMS scores, CER results, Cost of Food, Cost of labour etc. Don’t let these measures and tools make you forget what Running Great Restaurants is really about – it’s about a “come back again” customer experience, it’s that simple. I encourage you all to examine what you do, what you think about, what you talk about, and how you lead, to make sure that you are ultimately reinforcing this idea.

I look forward to keeping a watchful eye on you from across the waters, thank you for many great friendships and partnerships.

All the best!

Doug Smart

Calling all Chefs!! The Pizza Hut Innovation Team is inviting all Team Members to put on their creative hats and concoct their favourite pizza. What’s in it for you (other than having a blast creating your own pizzas and eating them, too!). Look inside to see!

Article Title

From the Desk of Doug Smart, COO

HUT NEWS | Issue #1 2

WeW

We are excited to introduce you to, not only the first RSC member to be highlighted in the Pizza Hut newsletter, but also to our new Marketing Director for Pizza Hut Canada: Beverley D’Cruz.

Originally from Pakistan, Beverley graduated with a Bachelor of Science from MIT in Boston. After graduating, she developed an extensive background in the marketing field working for Unilever promoting recognizable brands such as Lipton Tea in Pakistan and Sri Lanka.

Beverley comes to Yum! Canada (along with her husband and 2 year old son) from Dubai where she was the Senior Marketing Manager for Pizza Hut for the Middle East (MENAPakT).

During her 5 year tenure with Yum! she has set the course on a broad range of strategic issues, including the Value Strategy for Off-Premise, the and Innovation agenda for Dine-In and has played a role in the development of a long-term successful model for PHD.

A few of her pioneers of innovation included the Crunchy Cheesy Bites, Crown Crust Carnival Pizzas (pizzas with cheese burgers and chicken fillets in the crust!) or Themed Festivals such as The Flavors of the World (where you can sample the Chicken Tikka Masala from India or the 4 Cheese pizzas from France). We can’t wait to see what ideas Beverley has brought to us in Canada!

Beverley knows how to work hard, but she

also knows how to have fun, too. She

particularly enjoys vacations that consist of relaxing on the beach with a good book. She

loves traveling and has been to over 30

countries worldwide, a few of her favourites being Portugal and Spain.

Beverley is truly an enthusiastic and

motivated individual and we are so excited

to have Beverley on our Yum! Canada Team. We are confident you will also be

captivated by her positive energy when she has the opportunity to visit your store,

too!

Meet and Greet Introducing you to the faces of the RSC

Beverley D’Cruz with her husband and son

WELCOME BEVERLEY!

HUT NEWS | Issue #1 3

A

Selection of Con

I was in your restaurant on Saturday and I received some of the best service I have ever had dining out. The waiters name was Don, and while he seemed very busy, I never once felt neglected. He was extremely polite and helpful. I don't normally participate in feedback, however this visit was too good not to share.

~Tom from St. John’s, Newfoundland

[Just wanted to say how great of

service I had at Pizza Hut on Loach's Road in Sudbury! Server greeted me with a welcoming smile, served me the 1st slice and quoted me the right amount of time for drinks apps and meal! Monique (Moe) is one of the best servers there so far! Keep up the great work Loach's Sudbury!

~Jay from Sudbury, ON] The lady that was running the front counter was absolutely amazing. She was so friendly and helpful. She made my day with her positive attitude. I just wanted to put on ago is word about her

~Theresa from Tofield, Alberta

A Selection of Customer Letters from the World of Pizza Hut

Just want to tell you about one of my greatest restaurant experiences in my life and it was at one of your restaurants. After I ordered, the server let me know that I would have to wait. In most cases I don't mind waiting but I was with my 20 month old daughter who was very tired. Your server asked if I would like a soft drink while I was waiting what was very nice to help my daughter to keep busy. When the server noticed that it would take longer than 5 minutes to make the chicken, he gave my daughter some popcorn to hold her off. My daughter was so happy she started dancing in the restaurant. I must say that server provided the best service I have ever seen. As a new parent it is very hard to keep your kids always happy and he stepped up and helped me out. As a customer of KFC, I am very happy to tell your company that the service I received that day made me cry on the way home. There are great people that work so hard for your company and you should really reward this employee. By the way, the chicken was so fresh! Can't wait to visit KFC soon! Thanks. ~Kevin from Richmond Hill, Ontario

I am writing to you in reference to my recent visit to one of your locations. On Friday March 16th both myself and a client of mine went to the Kanata Pizza Hut, located at 474 Hazeldean Road for lunch. As a Behavioural and Communications Specialist, the client that I went to this location with is a gentleman who lives with a number of challenges. The moment we entered this establishment, we were greeted by a friendly and welcoming individual that stood out immediately and greeted not only myself but also very sincerely greeted the gentleman that I was accompanied by as well. It is unfortunate to say but more often than not individuals with disabilities virtually do not exist when entering a service establishment. With Pizza Hut, this was not the case. After accommodating our seating request this wonderful individual Kelsey provided both of us outstanding attention, service and assistance throughout our meal. This lady was very impressive, not only in her assigned duties but much more importantly this lady treated the individual I was with respect and dignity and went out of her way to attempt communication, give him eye contact when she spoke to him and responded professionally and appropriately to his impaired communication skills. One of the things that this gentleman said when Kelsey interacted with him, he felt that she was "proud" of him and he felt pride....which is something that is very important to this man. In summary, I would like to thank Pizza Hut, the Manager at that location and most of all Kelsey for this amazing dining experience and I tip my hat to you. Sincerest Gratitude. ~Wendy from Kanata, ON

There were 6 of us who walked in at 11pm. My brother told me they closed at 12pm. When the manager asked if it was for dine in or to go, I said “to go because you’re closing.” The manager said “No-no if you want to dine in it’s okay as I'm here till 2 am doing paper work.” (Wow! Usually workers would want customers to leave). She sat us down and she was pleasant. One of my friends ordered a coffee and the lady even made her a new batch of coffee. Our food was so good, fresh and hot. I'm not a person who's easy impressed but she impressed me a lot. To this day we still talk about the best service she gave us. We’ve been to Boston Pizza and ahh, ok service. What a difference! ~N. from Winnipeg, MB

HUT NEWS | Issue #1 4

GREAT THINGS TO COME

What Comes Around Recognizing Customers Who Have Made a Positive Difference in the Life of a Pizza Hut Employee

This is an exciting section where you get to tell the rest of Canada who your favourite customer is!

That someone special who truly puts a smile on your face everytime they visit….the customer who makes you glad you were working on the day of your visit. Maybe you only met this customer once and they did something extraordinary for you or they are a loyal customer who simply returns your 5 point smile and kind word every time they visit.

Whatever it is that makes them your favourite…we want to hear from you!!

Please feel free to send your nominations to phtalks@yum.com!

Let’s Celebrate! Saluting those who have staying power at Pizza Hut and Yum!

We are aware that recently many Pizza Hut employees marked their major anniversaries of their time with the company. By “major,” we mean benchmark achievements as in 5, 10, 15, 20 25 and 30 years spent with Yum! We invite anyone celebrating such an anniversary to send the relevant information to Hut News at phtalks@yum.com. Congratulations to the following employees for their contributions and loyalty: Pierre Nadeau, Franchise Operations Specialist, 20yrs

The Pizza Hut Innovation team is looking for the next best pizza recipe! Our customers love our pizza and they also love to try new things! So, we are asking all of you that are self-professed "foodies" to send us your best-tasting-pizza-ever idea. If you have a favourite pizza recipe that you think our consumers will love please send your ideas to "yourpizza.canada@yum.com" by June 23, 2012.

What makes a great entry? Here are some helpful "hints" as to what we are looking for: 1) How you describe your recipe is VERY important, the judges should be able to almost "TASTE" how delicious your pizza is based on how you have described it. 2) Related to #1, pictures say 1000 words, we would LOVE to see great images of your recipe or EVEN BETTER pictures of your friends or family enjoying your recipe with their commentary. 3) You will be judged not only on your recipe idea but how creative you are with your entry. 4) Above all, you need to convince us as to why YOUR pizza recipe deserves to be THE-BEST-PIZZA-RECIPE-EVER!!! Please insure that, you give us your full idea or recipe, your name, store address and telephone number so we may contact you if you win!

All entries will first be reviewed by a panel of judges at the RSC in Toronto and the top 5 ideas will be tested with our consumers to determine the first, second and third place winners. The winners will be announced the w/o July 2nd. So put on your chef's hat and we look forward to your great ideas! Happy cooking!

~The Pizza Hut Innovation Team Top Prize: $100 Amex Gift Card and a Music Lovers Gift pack (Bose headphones, Ipod Shuffle and a $50 Itunes GC) 2nd Prize - $100 Amex Gift Card 3rd Prize - $50 Amex Gift Card

Attention all Pizza Aficionados!

Do YOU have what it takes?!?

HUT NEWS | Issue #1 5

“I have the same server all the time - she usually serves me for take out but a few times a month she serves me in the dining area. Her name is Marion and is one of the reasons why I enjoy visiting your location. If anyone reads these comments it would be nice if she were recognized for her great customer service. On occasion she has even recognized my voice when i can to order... how cool is that?”

-PH Summit Shopping Centre

“I had my elderly Dad with me. I asked to be close to the buffet and the server

went out of his way to clear a table for 6 for us. He moved the chairs and

was very helpful.”

-PH University Avenue

“There were six of us at the table. The friendly waitress - Helen - brought our bills, all separtely to each person and then took the money from each person and brought back the change. You don't see this ever - WONDERFUL CUSTOMER SERVICE!!! We usually have pizzas at least once a month - but now I think it might be more often. Thanks again.”

- PH South Fraser Highway

“Team leader made us feel like long lost friends.”

-PH Loach’s Road

“Nick is always a fantastic server. Very polite and personable.

Remembering us from previous visits and asking how things are going on our end.

Made us feel very welcome.”

-PH St. Albert Trail

We were a family of 5 and our server told us about the 'best bang for our buck' with a young family and a limited budget this definitely 'wowed' us. Our server was also very busy with an unusual amount of people for that time of day, he was still able to take good care of us and made us feel welcome. Thank you! -Hammond Bay Road

Recognizing Team Members who have gone above and beyond for their dine-in customers

-as shared through the Customer Satisfaction Survey

“Pour reprendre les mots que mon garçon m'a dit: ' Nancy est la meilleure serveuse au monde' :-) Son service est impeccable, elle a toujours le sourire et reviens souvent voir si nous avons besoin de quelque chose.”

- PH Rue Douglas

Our Server was Amanda, and the Service was Great!

She was very cordial, and professional and makes us wanting to return for a further visit.

Food was Really Great too!

-Landsdowne Street West

“Mon serveur était Marc-André T. au pizza hut de greenfield park, il nous a accueilli très chaleureusement et son service etait excellent. bravo!”

-PH Taschere

HUT NEWS | Issue #1 6

“People may not remember exactly what you did, or what you said, but they will ALWAYS remember how you made them feel.” I don’t recall who first said this, but it really resonates with me. And I believe it hits on what it takes to create an excellent customer experience. It's all about that feel-good feeling. You may be interested to know that 3 years ago marked a huge milestone in my life. And no, it wasn't the year I graduated from university or even the first day of my first real job. I didn't get married or buy a house or car. No, 3 years ago today I became addicted to coffee. It was like one day I woke up and realized how much I had been missing all these years and decided to catch up by having it every morning. And not having time to make it myself before heading out to work, it became a regular indulgence to buy my coffee from a local shop every morning 5x per week. Although there is a Fair Trade Organic coffee shop at the end of my street that carries fun sounding flavoured coffees like Jamaican Me Crazy and Butternut Chocolate Crunch, they unfortunately only accept cash as a method of payment. So, as you can guess, on mornings that I found myself with no extra change in my wallet, I ended up at the most convenient Tim Hortons location on my way to work. As you might expect, I became quite a regular at my local Timmy's. But not because I didn’t have change in my wallet. What kept me going back was the personal attachment I felt to that store. Shortly after my first few visits the Manager would recognize me as I entered her store. She always remembered what I ordered and would yell over the line if I was going to be ordering my "usual” each time. If I said yes, she would go ahead and start making it so that it was ready by the time I reached the cash register. She knew my typical orders, down to what kind of cream cheese I would have based on what kind of bagel I requested. She knew that when I ordered a French vanilla cappuccino, I wanted it mixed with half coffee to tone down the sweetness of the drink. She would recognize the weeks that I didn't show up (either due to vacation or business travel) and always greeted my return with a huge smile and relief that I was okay and my absence was not on account of a personal matter. She was the reason I would purposely forget to go to the bank for cash the night before.

In the few minutes we got to chat (while entering my pin on the debit machine), she often would tell me stories of her job, her family and her latest shopping trip. But she also took a sincere interest in my life, too. Asking where I worked and how long I had lived in the area. Being genuinely excited if I brought in a friend or two and made a note to tell me how much she enjoyed seeing my smiling face every morning. She made my customer experience personal. Talk about creating an excellent customer experience! She had it nailed! And we weren’t the only beneficiaries of her special touches. From watching her in action, it was pretty clear that she worked hard at establishing a great rapport with as many hungry customers as possible passing down her counter. My order was just one of many that would be ready by the time the customer approached the register to pay. Recently, my path to work changed and I no longer visit that Tim Hortons as frequently as I once did. There's now a Second Cup on my way to work that I occasionally will pick up from. But nowhere near as frequently as I did when I knew I would be greeted like royalty in a small town. The Tim Horton’s Manager's attitude and behaviours, whether demonstrated consciously or unconsciously, got to the very heart of customer loyalty because they tapped into the powerful emotional dynamic of the customer experience at the moment it really counts...the customer touchpoint. Like many, for me it's the personal connection that turns a good customer experience into an excellent customer experience. And an excellent customer experience is what generates the kind of customer loyalty that transcends product quality and works its way directly into the company’s bottom-line profits. Case in point – the volume of my coffee spending habits before my relocation as compared to afterwards. Don't get me wrong. I still love coffee. But I have become just as happy in making it myself since I can't make it to “my” Tim Horton’s every day. Make it personal. Make it special. And you will see those familiar faces walking through your door start to appear more like family and friends coming to visit you rather than just customers helping you meet your bottom line. Remember, it takes more than great food to keep them coming back for more.

Food for thought: Do you and your team create great customer experiences or just great food?

ABR IT UP!!

Achieving Breakthrough Results: -The Recipe Toolkit for Delivering

in the Short-term while ensuring you are better equipped to succeed in the future.

*Intentionality

*Thinking

*Action

The Pulse Insight into how to put the customer first. After all, they are the heart of our business!

by Bethany Peckham, Customer Experience Specialist at Yum!

Excellent Customer Experience: It’s More Than Just Great Food…

HUT NEWS | Issue #1 7

Just as we have a section to highlight our favourite customers, we also want to take the time to highlight those employees who make us love our jobs that much more. Do you have a remarkable colleague who goes the extra distance for their customers? Are they avidly involved in their community and represent the values and hwwt² principles of Taco Bell in and outside of the store? Do they believe in your capabilities and encourage you to greater heights? Then we want to hear from you!!

Please feel free to send your nominations to phtalks@yum.com. And don’t forget to include a photo of your coworker in action!

To that end, we recently had a customer reach out to us to tell us she’s a loyal customer because of the excellent service she receives every time she visits one of our stores:

―My family and I have the regular occasion to go the Pizza Hut for Saturday Lunch. Most days, an employee named Heather is our server. Our family wishes to remark on the excellent quality of service we receive from Heather. On the days someone else serves us it is also adequate, however, it is Heather’s attention to detail that have made her an excellent server. Among other things, she notes when we have liked or disliked something and left it off our plate the next time, or been sure to include it next time – like our preference for lots of lemon in our drink, or honey for the children’s chicken.

You know how fussy kids can be, one wants lots of sauce, one hates it; of all the fresh cut veggies you have on your menu – my kids don’t like them. So, when I showed up with our own dish of sliced cucumber one week, she offered a plate of sliced cukes to us next visit in place of the celery and carrots. Many other little touches, like her attention to our kids’ preferences – making their dinner first, and quickly, and dividing it up among the 2 of them – make her an outstanding employee.

In this generation, most servers who are trying to ―earn their tip‖ are trying a little too hard – being extra ―perky‖ and more annoying than anything else. Heather achieves a personal touch without ―minding our business‖. But, perhaps

most importantly, Heather does all this quickly and efficiently.

Last week, which is the week that prompted me to write this letter, we came in to find Heather – the only server there – surprised by a party of at least 18 for some occasion. Shortly after we came in, then several members of some kids’ soccer team came in, then one more family came in. She didn’t blink. She was swift and accurate all the while keeping personable. I watched long enough to see that she hadn’t mixed a single thing up.

I don’t often make mention of employees to their bosses, because as far as I’m concerned, you should be doing all those things anyway – it’s what you were hired for. Be observant, efficient, friendly but not overly friendly, and do it all in a timely manner. Heather has gone above and beyond what she was hired to do and has ―earned her tip‖. I would highly recommend you entice her to remain in your employ (has she ever considered management??) and I would certainly love to see her recognized in an employee awards program.

I have been in the restaurant business for more than 2 decades and I grew up with my parents in the business for much longer. I know a great employee when I see one. I hope you do, too.

Sincerely,

Mrs. D. MacIntosh & Family

Leading By Example -Highlighting employees doing great things in their restaurants and communities (as nominated by staff and customers)

*Heather Stacy*

HUT NEWS | Issue #1 8

A group of Yum! Brands employees

recently visited primary schools in Nicaragua where WFP provides students

with daily school meals. These emals encourage children to attend and stay in

school and help them concentrate better on their studies. Copyright: WFP/Julie

Marshall

A delegation of employees from Yum! Brands restaurants recently travelled to

Nicaragua to see how school meals can help build a brighter future for children

and communities.

Across Canada, restaurant employees have been working hard to raise funds

and awareness for the fight against hunger. Through their World Hunger

Relief campaign, Yum! Brands restaurants in Canada have been

competing to raise the most money for the World Food Programme. In total, the

restaurants raised US$380,000 in 2011.

The Campaign Leaders from each winning restaurant—one each from KFC,

Taco Bell and Pizza Hut—recently visited WFP operations in Nicaragua to witness

first-hand food assistance for the hungry poor.

The group’s journey took the Yum!

employees to two school meals programmes run by the Government with

the support of WFP in the region of Nueva Segovia. This region has a very

high prevalence of childhood malnutrition (approximately 28%), caused by extreme

poverty and the impacts of recurring natural disasters on food security.

At one school, El Limon, WFP supplies

corn soy blend, fortified oil, yellow split peas, maize and rice to provide daily

meals for 103 children. Without the dedicated help and enthusiasm of the

Mothers Committee, a volunteer program organized by the parents, these meals

would not be possible. The food is given to the mothers, who prepare the meals in

their homes then bring them to the school for the children. To entice the children to

eat foods like yellow split peas, which are

highly nutritious but not part of the traditional diet in Nicaragua, the mothers

have adapted local recipes that include sugar and cinnamon and soups with

vegetables and rice.

―The parents want to help, they want to prepare the food and make sure the

programme is a success,‖ said Juergen Schroedl, who led the fundraising

campaign for all of Canada, after visiting the schools. ―The parents take great pride

in this programme and their participation in it.‖

The following day the group visited Las

Cruces School, where a small kitchen has been built so the mothers can cook and

serve daily meals to all the children.

―I see the difference these school meals make to the lives of the children, having a

reliable and constant source of food and how it’s benefiting the whole community,‖

said Karen Goulding, General Manager of the winning KFC restaurant. ―It gives the

children a reason to come to school and stay in school.‖

Yum! Brands’ World Hunger Relief

campaign spreads the word about hunger to millions of people every week in

restaurants around the world. Since its launch in 2007, World Hunger Relief has

raised US$60 million for WFP’s greatest needs, lending support to WFP

operations in 44 countries.

Winners of Yum! Brands Competition Visit School Meals in Nicaragua

HUT NEWS | Issue #1 9

Back to Pizza Hut plans Canadian expansion

Pizza Hut plans Canadian expansion

March 27, 2012 by Francine Kopun

Pizza Hut is looking for franchisees across Canada to open 100 new locations

in the next five years, driven by Yum! Brands’ stated goal of dominating the

world’s quick-service food market.

The Pizza Hut franchise model has been revamped, with smaller buildings

and less square footage to reduce operating costs, faster equipment, and new

products, including pasta and chicken wings.

The minimum cash requirement is $150,000 and assets of at least $500,000,

says Canada president Sabir Sami. Pizza Hut is a division of Yum! Brands

Inc., which also owns KFC, Taco Bell and A&W. Yum! is expanding

worldwide from Canada to China to Africa.

Pizza Hut Canada has more than 300 delivery and dine-in restaurants.

“The expansion, while it is quite aggressive, it still is healthy expansion,” said

Sami. “We have been consistent in results.”

Full-year EPS growth was 14 per cent in 2011, marking the tenth consecutive

year of double-digit growth for Yum! China is the powerhouse in the

portfolio. Same-store sales grew 19 per cent in 2011. They declined by one

per cent in the U.S.

On Tuesday Yum! Brands Inc was rated “overweight” at Atlantic Equities by

equity analyst Alistair Scobie. He set a target share of $81 (U.S.) a share –

about $10 above the current 52-week high.

Prospective franchisees need to exercise caution, says Toronto franchise

lawyer Christopher Neufeld. “Franchises are never a sure bet. They require a

lot of work and even then, if the location isn’t right, if the product isn’t

sufficiently appealing, or there is too much competition…that could result in

a particular franchise failing.” Prospective franchisees need to talk to existing

franchise owners – the law provides them with the contact information for

current and when possible, closed franchises. Franchisees are not obligated to

report what they say back to the franchisor, so they tend to be relatively

honest, says Neufeld.

Franchisees should have their contracts reviewed by an independent legal

professional before signing.

"Her son was not there Friday, but Pam Praytor made sure his spirit was, reported the Joplin (MO) Globe. 'He loved

his job,' she said. 'He loved the cooking. He loved the driving. That’s why I’m a greeter here today. I wanted to be

here for him because he would have been very excited that they have come back.' From inside the restaurant’s walk-

in cooler, 27-year-old Christopher Lucas grabbed a cord or a rope, and tried to hold the door shut against the 200

mph winds of the May 22 tornado. He would lose his life saving others. The tornado flattened the Pizza Hut."

"Also killed at the restaurant were Gregan D. Sweet, 59, of Joplin; Carolane Collins, 62, of Eagle Rock; Lois

Comfort, 66, of Webb City, and Kayleigh Teal, 16, of Pittsburg, Kan., another Pizza Hut employee who was

trying to help Lucas. Praytor was on hand Friday morning for a ribbon-cutting ceremony to reopen the Pizza

Hut.

Praytor thought her son was delivering pizza when the tornado struck. She figured he would be able to see it

coming and drive out of its way to some place safe. She did not know until later that day that he had been at

the restaurant and that his body had been recovered on the parking lot of the Aldi grocery store."

In The Fine Print A Selection of Pizza Hut Coverage in the Media Worldwide

Mother Greets Pizza Hut Customers in Memory of Heroic Son April 13, 2012 by Wally Kennedy news@jolinglobe.com

HUT NEWS | Issue #1 10

Yum! and Pizza Hut are always looking to promote and hire for positions within the brand. It’s so important to recognize internally our dedicated superstars and ensure they are successful in their career goals. We invite anyone (Team Members included) who have recently been promoted to a new role to send the relevant information (name, position and hire date/year) to Hut News at phtalks@yum.com. We are hoping to include You! and your success in our next newsletter!! Congratulations to the following employees who have recently been promoted in their new positions:

Adrianne Chow, Director of Development, Yum!

Beverly D’Cruz, Marketing Director, Pizza Hut

Daniel Lewis Area Coach, FMI Doug Smart, General Manager, Yum! South Africa

Hung Nguyen, Area Coach, KISS Brands, Inc.

Jairaj Sooklall, Area Coach, Soul Restaurants

Nancy Folkins, Area Coach, FMI

Nick Argiropoulos, Area Coach, Soul Restaurants

Scott Caswell, Area Coach, Soul Restaurants

And the title goes to:

Cherie Parker It is with great pride that we celebrate Restaurant Teams that demonstrate Operational Excellence on an ongoing basis. They are truly Customer Maniacs by striving to make every shift, every transaction as best as it can be by aiming to meet each and every standard.

A few months back as part of our RGM Dine-In Focus Workshops, we set out to find Canada’s Best Server, an individual that displayed outstanding qualities such as, Customer Mania, executed on the 10 MOTs, and is a role model for other team members.

We received several entries from all across Canada that were very insightful, by way of video clips, power point presentations and detailed write ups.

After much deliberation over each entry, we selected one winner who receives a $750 Cash Prize and will be featured in

our upcoming service training material.

Congratulations to Cherie Parker of Dryden, Ontario for winning this coveted title!

“Cherie demonstrates outstanding server qualities – executes flawlessly on the 10 MOT, is always well groomed, friendly, knowledgeable and attentive and takes great pride in working at Pizza Hut.”

Thank you to all participants, RGMs and ARLs for the time and effort in putting together some great nominations highlighting your server’s outstanding qualities. We had such a good response that we have decided to keep the contest alive. We sincerely believe that there is more concealed talent out there that is yet to be discovered and showcased!

On the Move! New appointments at Pizza Hut and Yum!

Canada’s Best Server: -Celebrating the winner of our recent Customer Maniac search

HUT NEWS Issue #1

Understanding a House Fly

Houseflies are more than just a nuisance. They can spread microorganisms like Streptococcus and Staphylococcus that can contaminate food. Because flies are generally regarded as unclean, customers may shy away from buying food where flies are present.

What attracts the fly into the store or restaurant?

Like people, flies seek food and shelter. Food odors from baked goods, grease and garbage are perfect for attracting flies. Flies need carbohydrates for flight and energy as well as protein for egg production. Once flies are in a store or restaurant, they look for the most inviting locations such as the kitchen, dining, and restroom areas. Flies are cold blooded organisms. They operate most efficiently at temperatures from 70-85°F (20-30°C) and cannot fly unless their body temperature is at least 65°F (18°C). Stores and restaurants offer perfect shelter from the weather. During the winter months, exhaust fumes from equipment as well as radiant heat from the sun, particularly on building walls facing the sun, offer a good place for flies to warm up. Likewise, covered entrances provide shelter for the flies to cool off during the summer months. Open passageways to stores and restaurants attract flies as well. Humans see reflections off the entry doors where as flies see none. They see directly into the store, where there is food and shelter. Airflow from the doors also indicates an entryway into the store or restaurant.

How can flies be managed inside and out?

Determine potential points of fly entry.

-Keep entry doors and cart doors closed as much as possible. Frequently opened doors should have a positive (outward) airflow or fly exclusion fan strong enough to prevent fly entry. -Address problem areas such as grease storage, entry points, garbage storage and other locations that may provide shelter. Place grease storage containers outside on nonporous surfaces to catch spills. Also, use smaller containers for transporting grease to reduce spills between the restaurant and the storage container.

-Apply the proper pesticides around doorways, if necessary, and reduce clutter around doorways that may provide shelter. -Pay close attention to trash compactors. Clean frequently to prevent residual buildup of soils which will produce odors and attract flies and potentially lead to breeding. Proper sanitation is key to preventing flies from breeding inside a store or restaurant. Finding and removing the breeding source is necessary to eliminate indoor infestations. Partner with a pest service provider (such as Ecolab Pest Elimination Service) to aid in finding and properly addressing conducive conditions in and around facility.

Action items to prevent flies from breeding inside include:

-Inspect and sweep under appliances, counters, and cook lines to remove all debris before cleaning. -Thoroughly clean and sanitize flooring daily and clean mop head before storage. -Clean garbage containers daily and use liners. -Refrigerate produce at proper temperatures. -Properly dispose of discarded and decaying foods immediately. Additional inside fly management tools include: -UV light traps placed in low-lying areas -Airflow directing flies to traps -Exterior fly bait stations Fly management can be successful with the proper tools and knowledge. It is important to increase employee awareness through training, and work with other stores or restaurants in the area to make fly management a group effort!

Source: The Technical Advantage: The Technical Solutions Newsletter, December 2011

References: Hogsette, Jerome, Research Entomologist, U.S. Department of Agriculture Center for Medial, Agricultural and Veterinary Entomology

QA Corner Although small in size, this section is big in content. “Nobody puts Baby in a corner”, and neither should we with food safety!

HUT NEWS | Issue #1 12

CEP Spotlight: Hi ghlighting the successe s and missed opportu nities for the Customer Ex perience Program throu gh CMS (My stery Shop), CER (Cham ps Au dit) and VOC (Voice of the Customer ).

Top Stores % <30 (YTD)

1 Main Street Fredericton - Irving 1 100%

2 West 4th

Vancouver – PH Restaurants 2 97%

3 Guildford, Surrey – PH Restaurants 3 97%

4 Metrotown, Burnaby – PH Restaurants 4 96%

5 The Beaches, Toronto - SME 5 96%

Guess What Guys?!?

Okay, so that’s not really the news….

We’re going to be on t.v.!!! That’s right! For 6 continuous weeks starting in June we will be giving our dine-in business a boost with on-air programming!

As you may be aware, one of our goals for Pizza Hut this year is to re-launch Dine-In. As such, we have revitalized our menu through fun and exciting food innovation, upgraded our dine-in standards to provide our customers with superior hospitality and focus on giving “value” to our customers.

What does this mean for you? Time to practice your best smiles in front of the mirror, memorize those amazing new menus and start practicing world class execution of products and service! Cause you just never know when someone will drop by eager to see if you can truly deliver

“Smiles across Canada with good food and great service”!

Every Second Counts Highlighting top performing stores in the area of speed and efficiency

HUT NEWS | Issue #1 13

Customer Mystery Shop

Success! Accuracy: Great job at getting the customers’ orders to them just the way they asked for it!

Missed Opportunity Hospitality: Remember to treat each customer like a long lost friend and greet them with that 5-point smile we all know and love!

Champs Excellence Review

Success! Food Safety Critical: Deductions due to food safety have greatly been reduced this past quarter. Keep up the great work!

Missed Opportunity Cleanliness: It’s not fun to have to clear your own table or scrounge for toilet paper in the bathroom. Remember that restaurant cleanliness greatly impacts the customer experience and do your best to make it a great one!

Voice of the Customer

Success! Service Compliment: You’re serving the customer’ food hot and fresh and they are recognizing your efforts with two thumbs up and a huge compliment!

Missed Opportunity Speed: Although we’re getting the orders right, we need to ensure we deliver it within the customer’s expected time. Really wow then with what we can do!

C.E.P. Spotlight Highlighting highs and lows for our CUSTOMER·EXPERIENCE·PROGRAM through CMS (Mystery Shop), CER

(Operational Audit) and VOC (Voice of the Customer)

HUT NEWS | Issue #1 14

Taking Phone Orders: 101

It’s important to remember that assisting customers with their orders by phone is just as important when you’re assisting them in person.

Was your call answered on or before the 3rd ring?

Did your call go through on the 1st attempt, without any busy signals.?

Were you assisted by the order taker and not put on hold at any time.

Did the Order Take introduce themselves?

Did the Order Taker answer the phone by thanking you for calling?

Was the Voice greeting warm and welcoming and not robotical and rushed?

If you wanted to know about specials/promotions, did they verify how many you wanted to feed?

Did they satisfactorily answer any questions?

It’s Not Real Till It’s Real in The Restaurant By Andrew Lewis, Operations Manager, Pizza Hut

Proper Standards for Taking Orders by Phone:

HUT NEWS | Issue #1 15

Hut News

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Letters to Editor Your questions and/or feedback on newsletter content answered by the Editor

Write on!! We want to hear from you!

If you have feedback on our current issue or have any ideas for future articles in Hut News, please contact us. Even better, if you would like to write for the Hut News or nominate someone for one of our recognition pieces, please let us know. We always welcome your involvement and look forward to hearing from you! Write to us at phtalks@yum.com.

Last Page with Marketing Ad and Headquarter Information Can also give credits to people who helped with newsletter?