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Introduction Background and History of Pizza Hut Pizza hut was founded in the year 1957 by Dan and Frank Carney whom started the business with a $600 capital which they borrowed from their mother to open the first Pizza Hut. While in their college years in Wichita Kansas, Frank and Dan Carney were approached by a family friend with the idea of opening a pizza parlor. They purchased secondhand equipment and rented a small building on a busy intersection in their hometown. It was named Pizza Hut because only three letters would fit on their sign after the word "Pizza".The Carneys capitalized on the growing popularity of pizza, especially among teenagers, as it was a meal easily shared by a group. The Pizza Hut brand name was meant to indicate a certainly level of quality and consistency.Just a year later, the company incorporated and the first franchise opened in Topeka, with many of its early franchisees being the Carneys old college friends and first employees. The basic Pizza Hut building design originated in 1963, and the company went public in 1969. Two years later, it was the world's most successful pizza restaurant, and in 1977 it merged with the Pepsi Company, along with Taco Bell and Kentucky Fried Chicken which are three other market-dominating non-burger chains. One of Pizza Hut's main competitors is Papa John's Pizza. More than 50 years later, Pizza Hut has locations throughout the world serving its specialty pizzas. Frank maintains that the pizza made by Pizza Hut today is no longer up to the same standard set by the family recipe used when the brothers opened o pened in the 1950s.
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The
Cost of a Pizza Hut Franchise
To start up a Pizza Hut franchisee one must have a budget of between $1.3 million to $3 million and a net worth of $1 million with $360,000 in liquid assets, including other requirements. You must commit to building at least 3 restaurants over 3 years. Pizza Hut is part of an organization that offers tremendous franchise support including advertising, business coaching, training, development, and cooperative sourcing. Performance Improvement Programs and support are also offered to each new franchisee along with 12-16 weeks of o f required training.
E ff ects
of E conomic conomic Crisis
From a country dependent on agriculture and primary commodities in the sixties, Malaysia has become one of the mainexport-driven mainexport-drivencountry country economy of today spurred on by high technology, knowledge-based and capital-intensive industries.When the economy is doing poorly, the Stock Market goes down lowering savings of residents. When thisoccurs, people cut back heavily on spending. That means fewer products are sold, causing Manufactures and other businesses to lay off workers. This This also affects affects transportation, since there is is less delivering delivering of goods. It also also affects stores as well, as they are not able to sellmost products like before, causing them to lay off workers too, or not to hire new ones. Mostcompany areas suffer especiallya business is being shutdown, or moves off shore in search of cheaper labordue to the economic crisis. It will cause ahuge ripple effect around that area as there is no place people can go to get a new jobs. The only way to break this cycle is for the Government to step in with various plans, to stimulate the economy, as in lowering taxes and offering stimulation packages. Even when people have their jobs, but see others losing theirs, it makes them cautious, and gives them reason to tighten their belts, and save harder. Only when that fear has been lifted, will people relax their spending habits, enough to get the economy back on its feet. Recessions, can be long and deep, or short and shallow.
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Planning in Pizza Hut This is the formal process whereby managers choose goals, identify actions, allocate responsibility for implementing actions, measure the success of actions and revising the whole process. It is concerned with the future impact of today or current decisions. In Pizza Hut it is the key function of management from which the other functions originate and is used to develop overall strategies which give room for other functions of management to come into use. Strategizing is the process of thinking through on a continual basis what goals an organization should pursue to attain its objective. Thinking strategically is of utmost importance when planning. To have a plan means an organization exist, profit or non profit. This organization would have a mission, vision, goals and objective, to achieve all these, the organization would have a strategic plan. Strategic planning determines where an organization is going in the short term, how it's going to get there and how to know if it got there or not. In Pizza Hut there are different perspectives, models and approaches used in strategic planning. The way that a strategic plan is developed depends on the nature of the organization's leadership, culture of the organization, complexity of the organization's environment, size of the organization, expertise of planners etc. For example, there are a variety of strategic planning models, which are goals-based, issues-based, organic, scenario etc.
The
Vision of the business is where the business would like to see its self in the future. It
includes the target market as well as the product or service which will be used in satisfying the needs and wants of the target market.
The
Missionof
the business is the steps taken to see that the mission is achieved. The
business concept is usually like the model, or idea of the kind of product or service which will be sold in Pizza Hut. The Scale and business structure has to be considered in order to align them with the long term Mission of the business, and thencan be included in the Business Plan of
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Pizza Hut. The scale is a description of the business team.
Pizza Hut as a Franchise in Malaysia Pizza hut Malaysia sdn .bhd is a franchise operated by QSR brands bhd a company that operates under the Goals-based planning, the company also operates other franchise like KFC and other food and beverage co mpanies. QSR brands bhd has a vision, mission and principles or values.
QSR brands vision: To be the largest integrated food services group in the ASEAN with a focus on consistent quality products and exceptional customer-focused service.
QSR brands mission: To maximize profitability, improve shareholder value and to deliver sustainable growth year after year.
QSR brands principl e or mod e of operation: which is also known as the QSR dynasty model has five key elements Before Pizza Hut finalizes the draft of their business plan, they answer these four questions honestly: y
Does the business plan tell a clear story in simple business terms?
y
Does it show where extra investment (of money or effort) will lead to increased returns?
y
Does it show where unique value is added for their customers?
y
Does it describe how they expect to maintain their competitive edge even as the market changes?
Levels
of Planning in Pizza Hut
There are three main levels of planning in Pizza Hut, being the Corporate-level strategy, Business-level strategy, Operating plans and Unit plans.
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Corporate-level planning is where by those in the top level of the business decide which industry their firm should compete and how the firm will be go in and out of that industry. Business- level strategy is where by those in the following level of planning in the organization decide on how Pizza Hut should compete along with its competitors which it chose to participate.
Making a Busine ss Plan It is a written outline that evaluates all aspects of the economic viability of a business venture including a description and analysis of the business prospects. Why Prepare A Business Plan? y
It defines and focus company objective using appropriate information and analysis.
y
It can be used as a selling tool in dealing with important relationships including lenders, investors and banks.
y
It can reveal omissions and weaknesses in the planning process.
y
It can be used to solicit opinions and advice from people, including those in the intended field of business, who will freely give invaluable ad vice.
A Busine ss Plan Format y
A Vision Stat ement: This will outline the business plan including purpose and goals.
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y
The
P eopl e: Focus on how prior experiences which are applicable to the business.
Preparing a résumé of each person who will be involved with thesetting up of a new franchise. Being factual and avoiding hype. This part of your Business Plan will be read very carefully by those with whom you will be having relationships, including lenders, investors and vendors. Templates for preparing résumés are available in your library, Kinko's, bookstores and the Internet under "résumés." y
The
Busine ss Profil e: Defines and describesthe intended business and exactly how to
go about the plan. But one should try to stay focused on the specialized market which they intend to serve. y
E conomic
Ass e ssment: Providing a complete assessment of the economic
environment in which the business will become a part. And it explains how the business will be appropriate for the regulatory agencies and demographics where it will be dealing. If appropriate, provide demographic studies and traffic flow data normally available from local planning departments. y
Cash flow asse ssment: Include a one-year cash flow that will incorporate capital requirements. It should include an assessment of what could go wrong and how you would plan to handle problems.
y
Include your marketing plan and expansion plans.
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Organizing in Pizza Hut Organizing refers to the act of arranging elements by following one or more rules. In business terms it includes who will perform a certain task in Pizza Hut, where and by whom will the company decisions be made, who reports what to whom and how the different parts of the organization fit in all together to accomplish a common goal in Pizza Hut. Before any improvements are made in Pizza Hut, it has to be well organized in order to be successful. And in order for Pizza Hut to be successful, it has to have a vision, mission and business concept.
Organizational structure refers to the way that an organization arranges people and jobs so that its work can be performed and its goals may be met accordingly. Hierarchy of a business describes the structure of management in a business, from top level of the company which includes, Chief executive officers, managing directors, to the lower level of the company which includes waiters of Pizza Hut as in our case study. Hierarchies are a way of breaking reality into certain levels. The hierarchy of a business is usually understood by drawing an organization chart showing the levels of management. Employees report back to the management on how the business performs and the manager reports to their seniors. Hierarchy consists of three main levels being the top level, middle level and lower level.
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Here is an example of the Pizza Hut organizational chart:
Chief Executive Officer of Pizza Hut Top level Board of Directors of Pizza Hut
Marketing
Production
Accounting
Sales
Human Resource
Department
Department
Department
Department
Department in Pizza
in Pizza Hut
in Pizza Hut
in Pizza Hut
in Pizza Hut
Hut
Managers,
Managers,
Managers,
Managers,
Managers,
Supervisors
Supervisors
Supervisors
Supervisors
Supervisors &
& Leaders
& Leaders
& Leaders
& Leaders
Leaders
Workers Subordinates
Workers Subordinates
Workers Subordinates
Workers Subordinates
Middle
Workers Subordinates
level
Lower level
The top levels are usually the planners of the business. They include the They filter the lowerlevel specifics to allow focus on business processes in the restaurant domain related to various organizations of the company, as well as to the people involved in the Pizza Hut Company. Their main task is to plan, control and organize Pizza Hut. They include the CEO or President and board o directors or different departments.
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The middle level comprises of the functional managers. They are responsible for a task, activities and operations such as accounting managers, marketing managers, sales managers, production managers, and the likes. The lower level consists of the front line managers. They manage employees who are not managers, lead and supervise them so that they can achieve the goals of Pizza Hut. Analytic Hierarchy Process is a trend that decision makers use to help evaluating multiple attribute alternatives in Pizza Hut. There are three basic elements in using it: y
Describe a complex decision problem as a hierarchy
y
Use pair wise comparisons to estimate the relative importance of the various criteria on each level of the hierarchy
y
Integrate the pair wise comparisons to develop an overall evaluation of the decision alternatives.
A decision maker must know what kinds of criteria are important for evaluating a set of decision alternatives. Developing a decision hierarchy forces the decision maker in Pizza Hut to be explicit about what those criteria¶s are. One advantage of AHP is that it permits the inclusion of subjective criteria in arriving at a recommended decision. The process of developing the hierarchy in itself should help to improve decision making because the decision maker becomes more aware of the various factors that are important in that decision. The existence of the decision hierarchy permits the use of AHP. Organizing a firm like Pizza Hut will always be an exercise in frustration as the supply of Pizza Hut products will rarely equal the customers' demands. So Pizza hut should thrive by making market opportunities to which their other competitors cannot respond quickly. For instance, they could do the following:
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y
Good timing and marketing events are able to overtake the best organization - so they can design flexibility into the business.
y
Unintended consequences grow with time - so they should always be cautious for unpredictable events or scenarios in the Pizza Hut business. And they should try to set up triggers to be on the outlook for scenarios like this, and agree who will monitorwhich kind and make the most interested person responsible for that particular task.
y
Make-buy decisions always trade-off costs against co-ordination - so monitor how the actions of your suppliers and associates effect your 'internal' costs of quality control, communication and re-work. Be prepared with a 'plan B' and re-take these make-buy decisions at least once a year to keep people on their toes.
y
Understand the balance points in your business. But only re-organize once in three years even small changes take several months to work through a business.
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Leading
in Pizza Hut
From the word leadership, which is the ability to motivate groups of people towards a certain goal as well as to influence and direct the organization to work productively in pursuit of the set goals. Understanding the characteristics of strong leaders and cultivating those skills is useful for those pursuing a career especially in Pizza hut. Some of the most recognizable traits are the ability to initiate change and inspire a shared vision, as well as knowing how to "encourage the heart" and model the skills and behaviors that are necessary to achieve the stated objectives. Good leaders must also be confident enough in themselves to enable others to contribute and succeed. In Pizza Hut the leaders play the following roles: y
They set direction and develop visions of Pizza Hut
y
They develop strategic plans to achieve the vision of Pizza Hut
y
They align organizations of Pizza Hut
y
They communicates the vision, mission and direction of Pizza Hut
y
They motivate and inspire employees of Pizza Hut
y
They energize employees to overcome barriers to change in the Pizza Hut market
y
They promote useful and dramatic changes in the Pizza Hut market
There is one way to tell if business leadership management persona is effective as a magnet that attracts followers. Business leadership alone insures the long term success of the company. In our case study ³Pizza hut´, if any leadership job vacancies arose the team would look for the following personal skills and attributes: For example, if a looking for a person to work as a Restaurant Operations Brand Manager they should have the following traits; the area manager should have excellence in day-to-day operations of all company owned restaurants in the market: they should train, coach, support managers, set goals, focus on in-store problem solving in Pizza Hut. And recognize and motivate restaurant managers, assistant managers and restaurant teams.
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Additional responsibilities that the leaders should undertake in Pizza Hut will provide leadership for each manager in the market to ensure customer satisfaction.They should lead in
by working with each Restaurant General Manager in Pizza Hut and ensure that operational procedures are followed at all times. And when they look for an ideal candidate of manager position they focus on the following
requirements; three to five years of successful, high sales volume, multi-unit operational management experience in the Quick- service Restaurant industry. Good communication skills, and strong in leadership skills and motivating. About the Job; People come to Pizza Hut to eat, to laugh, to share. Persona must be a natural leader who loves putting together a winning team, and is all about teaching new things and motivating the team to work together, teamwork and dedication. For one is an experienced restaurant or retail manager.
Lead ers
must have a d e sir e to serve customers- Effective leaders know that their customers,
including those inside their organization, are kings. They should know that they are there to serve customers, and that their customers are the only reason that they are on the payroll at all.As business leaders of Pizza Hut, one of their important responsibilities is to make sure that employees come to work each day highly motivated to do their job, and serve employers and customers extremely well. To prevent losing business to competitors, leaders of Pizza Hut look at their company with the eye of an outsider.
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The y
aim in hiring t he rig ht peopl e-Pizza Hutleaders try to hire the right people who
possess those competencies and the right professional behaviors and attitudes to work in their business. The y e stablish
an atmosp her e of open communication - Most technicians and employees
in production fear losing their jobs to foreign competition. People lose their motivation if they are not kept informed about what is going on around them.InPizza Hutthe leaders know their business strategy and get their workers involved with how to plan and build this company. Their
prof e ssional behavior and accountability -leaders and employees provide better
service to both customers and to each other in Pizza Hut.
Leaders
ask for Input, give feedback
and take action employee involvement is another key to employee motivation. They ask people for their ideas on how you can create exceptionally high quality products and service. Many restaurant owners are guilty of underutilizing the ideas and suggestions of their people. They assume their expertise is only in the technical side of the business. They may have great ideas, but if you don't ask for them, they won't come forth. The y
tak e time to talk to diff er ent employ ee s each day-they listen to their ideas and
encourage cooperation and honesty. Sometimes they ask about their personal life too so as to see if it might hinder or motivate their work in Pizza Hut and at the same time they respect their privacy. The y encourag e
peopl e to be solution focus ed andnot probl em focus ed-For every
problem there is a solution. They challenge employers to come up with cut edge solutions to any problem that may exist in Pizza Hut. They can ask their employees how to improve quality, productivity, morale and customer service in Pizza Hut. All this leading to Pizza Hut provides exceptionally good service to customers.
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The y r eward formally and informally - They reward employers for going above and beyond
for leaders or customers in Pizza Hut.They usually give rewards like a gift certificate from Pizza Hut, movie passes on birthdays, or gift cards, daily pass at the local health club, tickets to events and the likes. Creating a great place to work and keeping Pizza Hut employees motivated is one of the best things a leader can do to impact their bottom line. Leading them well, treating them well and that they can become one of their greatest weapons against Pizza Hut competition.
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Controlling in Pizza Hut Controlling can be defined as seeing that everything is being carried out in accordance with the plan which has been adopted, the orders which have been given and the principles which have been laid down. Its objective is to point out the mistakes in order that they may be rectified and prevented from recurring. In this case we are going to be looking at how controlling in Pizza Hut is being carried out. In Pizza Hut the process of controlling involves several activities such as: y
establishing performance standards
y
reporting or monitoring performance
y
comparing performance against standards
y
identifying unsatisfactory performance
y
pursuing appropriate action to correct significant deviations in performance
It is important to note that controlling is divided into two part being internal controlling and external controlling according to Pizza Hut management, we will be looking at these two parts. I nt ernal
Controlling
This consists of management systems to control business activity of Pizza Hut, example of these control management systems include the following; y
Managing the consistency and quality of products being produced
y
Management of waste and pollution from the business
y
The monitoring of employee absence rates
y
Ensuring that the best candidates are employed by the company
This control system involves the creation of programmes and activities, which operate automatically. If anyhow there is a fault, for example in the production department of Pizza Hut the control system is the one that is going to detect it and set it aright.
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Ext ernal
Controlling
Pizza Hut has a number of control systems which lay out regulations about the safety of a working practice and contents that can be legitimately put into its products. They follow standards set by the government¶s bureau of standards.Again the government has set laws controlling how they compete with other businesses so that they don¶t compete unfairly with others.This two are put up so Pizza Hut runs efficiently in working towards it¶s business objectives.
Various Administrative Controls In order to ensure that complete and consistent information is gathered standardized documents are used by Pizza Hut. These documents include tittles and dates to detect different versions of the document. A wide range of reports are needed in controlling Pizza Hut, these include financial reports, status reports, project reports etc. The following are the various administrative controls used by Pizza Hut
Del e gation This refers to assigning responsibility to employees to complete certain tasks, in the process the employees are granted sufficient authority to gain the resources to do the task and are given the opportunity to decide how to perform the task. In simple terms, whoever is assigning the task shares the accountability with the employees for ensuring that the task is completed.
E valuations
This refers to the carefully collecting and analyzing information in order to make decisions. In Pizza Hut such evaluation includes the following; evaluation of marketing efforts, evaluation of employee performance, products evaluation and so forth.
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Financial Stat ements Once goals and strategies are established, Pizza Hut set aside funds for the resources and labour to accomplish those goals and tasks. As money is spent statements are changed to reflect how much was spent and how was it spent. Review of the financial statements is a way of measuring progress at Pizza Hut.
Quality Control and Operations Manag ement Quality refers to specifying a performance standard, monitoring the measuring results to the standard and then making adjustments as necessary. But recently this concept of quality management has expanded to include organization wide programmes such as total quality management. It is through this programme that Pizza Hut ensures that its products are of the same quality, they have their own µspecial secret¶ recipe that nobody else knows of thus making their products unique.
Policie s and Procedur e s It is a one control policy Pizza Hut uses to ensure that behaviors in their workplace conform to federal state laws and to the expectation of the business. Personnel policies and procedures help to ensure that employee laws are followed by the workers. A procedure is a step by step list of activities required to conduct a certain task and it ensures that tasks are carried out in an effective and efficient manner.
De signing E ff ective Control Syst ems In Pizza Hut the control systems have the following characteristics; y
Control all levels in the business
y
Acceptable to those who enforce laws
y
Are flexible
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Are accurate y
Timeless
y
Are cost effective
y
Are understandable
y
Are coordinated with planning ,leading and organizing
Probl ems Arising From Controlling Just like any other management system has its disfunctions so does the control system of Pizza Hut. This is due to the fact that no matter how big or successful a business is there is always loopholes to be mended, people view controlling negatively, the following are problems arising from controlling; y
Game Playing-this refers to the problem arising from the idea that control must be beaten due to the fact that control is viewed negatively by employees. This is the game between the µboss and me¶ and it is about who wins
y
Resisting control-sometimes too much control is ushered into the business and this leads to a lot of resistance from employees, nobody likes being controlled.
y
Providing inaccurate information-sometimes employees do not know why certain information is needed and this can be frustrating on their part hence they will provide inaccurate information.
y
Sabotaging-this includes things such as stealing, discrediting workers, poor customer service and gossip about the firm to the general public.
y
Playing one manager off against another-this happens when managers are being exploited for lack of communication amongst themselves, could include things such as asking one manager how he feels about another¶s decision
As for Pizza Hut they try by all means to make their control system the best as can be thus leading to success of their business, managers and workers work hand in hand and workers are given the opportunity to give their opinion in the running¶s of the business.
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Conclusion In this conclusion we will be discussing how the Malaysian economy has affected Pizza Huts planning,organizing,leading and controlling and how it has been able to tackle the problems arising from economic instability. The global economic recession also affected Malaysia, petrol prices rose and so did the prices in stores although it had a very small impact on the customers and suppliers.In order to keep up with this tragedy, Pizza Hut used its marketing strategies to keep and even lure customers to their customers. The use of discount vouchers and free gifts made it very impossible for customers to feel the burden of having to pay extra as the prices increased. Planning in Pizza Hut was slightly affected, the short term plans came to a halt but the long term plans of the business were not affected, in that way the business managed to survive, this was largely due to the fact that Pizza Hut had in place crisis management plans and so were able to deal with the downfall of the global recession that affected every business. As for the organizing of Pizza Hut, there was little effect on it too brought by the economic crisis that Malaysia experienced. As a business owner of a Pizza Hut franchisee, it is important to understand how a franchise company like Pizza Hutcan fit in the complex global economy. The Pizza Hut management realized that it is important to keep an update of the business and succession plans accordingly and that here is need to make the right bet during any year as to increase top line growth and cash flow. Ultimately because of good management and planning Pizza Hut became more valuable thus increasing stockholder net worth. As the business like Pizza Hut became more valuable many started to realize that there is value in it, and that it is worth investing capital in. With its excellent leaders and management skills Pizza Hut has proved itself to be one of the best restaurants in Malaysia, this is because it is well organized, it¶s workers are involved in the improvement of the company and customers are given the first priority as the management understands that customers are the key ingredient in making the business a success that it is.
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Appendix Pizza Hut Interview Done in Pizza Hut Melaka Raya
Give me a brief background about yourself sir.
My name is Hafiz. I am a Malaysian citizen, and I am Muslim. I have been working in this branch of pizza hut for 8 months, and target to serve the best to our customers, through our happy workers. A s
a pizza hut assistant manager, how do you plan your working process,regarding your
company¶s structure?
When pizza hut intends to open a new branch in a specific area, the first thing the senior authorities do is to find out the people¶s interest, whether they are interested in having a pizza hut, around the area they are staying. Later if it fully confirmed that pizza hut is willing to open a new branch in the area, they send their lorry and measure the size of land they are willing to occupy, for the restaurant. As for its current business, Pizza Hut managers always look back through the previous years sales, and aim to increase its profits, year by year. For instance, the previous earn that Pizza Hut made was 4000 RM, Pizza hut aims in the upcoming month to earn around 8000 RM, which is double profit than the one that was achieved, the previous month. Pizza Hut is always keen in allocating its resources and taking good care of their raw products that conduct the basics of their food servings. Mainly, pizza hut does not aim to just make profit out of its customers, but also produce the goods and services that aim to what the customers actually need, and expect from the company.
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you give us a brief explanation about Pizza Hut¶s organizational structure?
In each branch of the pizza hut, each assistant manager who was hired to supervise the branch he was assigned to work in, is responsible for the decisions to be made in that branch, the classification of staff and workers that are assigned to work in different tasks in different arrangements. Assistant managers not only have a duty towards the staff, but also towards their customers. Their duty towards customers does not only concern personal satisfaction, but also listening to their suggestions and feedback. As for decision making, authorities in Kuala
Lumpur
main branch are held by that responsibility, and Melaka Raya branch needs
their permission to attempt any decision, such as additional charge, introducing a new meal, and special promotions. As for the work/task, 3 shifts are held among 12:00-4:00pm and 6:00-10:00pm among the workers, depending on the day ad how much effort each worker puts, on his job. Staffs are obliged to wake up early and approach the Pizza Hut branch at 11:00 am for preparation. They are required to stay until 11:00 pm when they make sure everything in the restaurant is clean and organized in the cleanliness of the table, the calculation of how much the branch earned during the specific day, and other measurements.
How do you, as an A ssistant manager, take control of the branch you were assigned to work in?
As an assistant manager, I have the responsibility to monitor the work of the staff that were assigned through different tasks. I have to make sure the cook is controlling the amount of ingredients of the pizza toppings that he is preparing. I also have to make sure the waiters are standing in their right positions. One must stand nearby the main gate to welcome the new comers and the customers who are approaching the restaurant. Another one must be near by the kitchen to pass out the food to the right tables. And another one is assigned to calculate the balance that the customer needs to pay, for his meal. As a common duty, all is responsible for the cleanliness of the restaurant, no matter what level or position they are in. In case there¶s a problem, such as dissatisfaction from the customer, or a negative feedback taken from him/her (i.e. problem regarding the food itself), pizza hut workers will make sure they solve whatever issue approaching as soon as possible, to please the customer. Customer satisfaction is a very important target that pizza hut is aiming, and is willing to serve them the
~ 22 ~ best, to make sure they get what they earn. If there is a shortage of a certain product, it is pizza hut¶s duty to replace it as soon as possible, even if it requires serving a new pizza itself!
Regarding
your leading method, what sort of method is pizza hut practicing?
Pizza hut has created a happy working environment, among its workers and other employees. They make sure the tone of the restaurant stays positive, and aims to serve its customers, on the way they deserve it. That¶s why, workers are obliged to pay their customers with their smile, from the moment they approach the restaurant, until they are fully satisfied with what they got. Also, workers should farewell the customers in a respectful manner, where they feel an incentive of approaching the restaurant again, in the near future. They are also given a personal pizza and one soft drink, as their value meal, during their break time. Employees are motivated to work in this sort of manner, because they will be rewarded by the points they earn, from serving each customer. The more customers each employee brings to the restaurant, the more points they earn, in order to reward them, with the given awards. For instance, employee earning 140 points gets a free Nokia hand phone, and a person with 390 points has the chance to go and enjoy a pleasant stay, in t he Sunway pyramid hotel. Hard workers also have the chance to visit an annual trip to Taipei, China! As for managers, they are rewarded by a 10% increase in their salaries, from time to time, depending on the effort they put. As for the staff, they have a chance to get promoted to a higher level in 3 months, if he has a good reputation through his work.
Has the economic crisis affected pizza hut, in any manner?
Economics crisis had a negative impact, over the company, as they become slower in progressing, and deciding their extension of branches to which areas do they intend to approach later. This also caused the cost of the restaurant expenses to be higher, and made it difficult for them to gain quick profits, as they used to; however, pizza hut staff continued its target to attract more customers to recover from the economics crisis and quickly as possible, and serving them the best of delicious meal, that they enjoy. Although the costs of the restaurant has increased, Pizza hut still sticks to its current prices, despite how much cost that will
~ 23 ~ make, because money is not the important factor that brings the profit to its restaurant, it¶s the customer¶s satisfaction that does. That¶s why, regarding the economic crisis, pizza hut has arranged a special ³Sensasi delight meal´ so that people at a moderate level of the economy could afford buying their goods and enjoy their services. The Sensasi delight consists of one personal pizza, one soft drink glass, one soup, and four pieces of garlic bread sticks.
