APPT regards to “Grand Project”

on

Submitted To:-

Value Education The co-corporate B-school

Navrangpura Ahmedabad

History of pizza hut

Yum history in India

Operating standards

Main work station

Agenda

Moment of truth My learning's Achievement

Continue…

In 1958 Frank and Dan Carney had an idea for a great local pizza restaurant in Wichita Kansas. The small 25 seat restaurant.

1973 Pizza Hut went international with restaurants in Japan, Canada & England. The first UK Pizza Hut opened in Islington, London.

1977PepsiCo bought Pizza Hut. 1980Pan Pizza was Introduced. 1988The UK's first delivery unit was opened

in Kingsbury, London.

History

1989The first restaurant was converted into a Restaurant Based Delivery store.

1995Stuffed Crust was launched in the UK. 1999 The Italian Pizza was launched in the

UK. 2002Tricon Global became YUM! Brands

Inc. 2013 magic pan crust pizza launch in India

at just Rs 44*

History cont..

Brands Store Count*

131 Stores

84 Stores

156 Stores

3 Stores

PepsiCo (1995)

Tri-con (1998)

Yum!(2001

Onwards)

* Store count as on Jan 2012

Yum in India history

The operations at Pizza hut cannot be highlighted for any of the single functional unit.

Rather it is the collection of several set of the activities that take place within the unit and make things possible by turning customer expectations into the reality.

Operating standards at Pizza Hut

The role of operations is to be obsessed with the quality of our pizza and the experience that customers receive.

There are a number of different Pizza Hut concepts: Full Service Restaurants:

These are the traditional pizza restaurants offering as eat service and takeaway.

Home Service Restaurants:

These restaurants offer home delivery and takeaway. Restaurant Based Delivery:

These restaurants are full service restaurants combined with a delivery and takeaway service.

Operational Activities

Preparations:- This involves activities like defrosting of dough, starters and

cheese. So that can be used for the next day operations

The preparation is done on the basis of the next business day forecast.

If the forecasted goods will not ready for next day, it will difficult for the manager to carry out business operations.

Make table:- The job of the make table is to make orders that are received

from customers .

Order work on FIFO system, unless there is any collection customer.

It takes 10-15 minutes to prepare a product.

Main Work Stations

Cut Table:-

The job of cut table is to receive the pizza and cut them according to the order guests.

The special consideration is to be paid when pouching that the right order should go with right guest .

Dispatching:-

The dispatching is tricky when there are more orders on the shelves and less drivers.

Usually it takes less than 30 minute to deliver the order to the customer on his/her door

Main Work Stations

• Think Customers as king• Understand the needs of

customers• Service factors• The Quality matters the Most

Importance of customer experience

Moment of truth

My learning at pizza hut

As a cashier As a server At dough station At mock table At pizza table At cut table At pasta table And also help in closing

process

Continue…

Never let a customer leave unhappy

Treat customers like you want to be treated

Complaint Handling- Rules

Never argue with the customers

Solve problems before they become complaints

Complaint Handling- Rules

Never blame other team members

Complaint Handling- Rules

SS

TT

A A

LListen

pologize

atisfy

hank

Activity- Make It Right

I have achieve CHAMP certificate for

“Speed of Service”

Achievement at “Pizza Hut”

Question Answer Session

Presented By:-PRAKASH BAGRECHA

Thank You !