2. Introduction
• In recent times, due to globalization, the world has become smaller. We are
indeed living in a boundaryless setting where one finds that willy-nilly, one
becomes a global citizen without taking much effort. This effect has especially
pronounced itself since the 1990s, where hitherto unknown cultural practices
and habits of people little known from other parts of the globe have started
flowing into different parts of the globe. This has led to, in many ways,
sharing of cultures, values and traditions among nations, which have
profusely affected the life styles and habits of people, the world over.
• Among the most influenced is the eating habits of people, where indigenous
food and culinary options have started making ways to different countries,
thus, making the food industry a global one. The term melting pot of cultures
can aptly be applied to the culinary business and among them, the fast food
industry seems to top the list. The pizza industry among the fast food cuisines
seems to have caught the fancy of consumers world over since it allows for
innovations based on local tastes and preferences by way of toppings
3. • which is placed on the base of the pizza made of dough. The
popularity of pizza lie in its ability to be flexible in adopting in terms
of preferences across cultures and can truly be called a glocalized
product which is lucrative to both customers and companies alike. In
India alone the fast food industry is growing by 41% a year. Major
players in the Indian fast food market are Mc Donald’s, Pizza Hut,
Dominos Pizza, KFC, Pizza Corner, U.S Pizza.
4. History
• Pizza Hut is an American restaurant chain and an international franchise that offers
different styles of pizza along with side dishes, including, salad, pasta, buffalo wings,
breadsticks, and garlic bread. Pizza Hut is a subsidiary of Yum! Brands, Inc., the world’s
largest restaurant company. As of 2012, there were more than 6,000 Pizza Hut
restaurants in the United States, and more than 5,139 store locations in 94 other
countries and territories around the world.
• Pizza Hut was founded in 1958 by two brothers, Dan and Frank Carney, in their
hometown of Wichita, Kansas. By 1972, with 314 stores nationwide, Pizza Hut went
public on the New York Stock Exchange under the stock ticker symbol NYSE: PIZ. In 1978,
Pizza Hut was acquired by PepsiCo, who later also bought KFC and Taco Bell. In 1997, the
three restaurant chains were spun off into Tricon, and in 2001 joined with Long John
Silver’s and A&W Restaurants to become Yum! Brands.
• Pizza Hut is split into several different restaurant formats, such as, the original family-
style dine-in locations; store front delivery and carry-out locations; and hybrid locations
that offer carry-out, delivery, and dine-in options. The oldest continuously operating
Pizza Hut in the world is in Manhattan, Kansas, in a shopping and tavern district known as
Aggieville near Kansas State University.
5. The core values of Pizza Hut
• (P.E.A.R.L.S) signify the following:
• Have a PASSION for excellence in everything we do.
• EXECUTE with positive energy and urgency.
• Be individually and collectively ACCOUNTABLE for growth in people,
customer satisfaction and profitability.
• Find reasons to RECOGNIZE the achievement of others and have fun
doing it.
• LISTEN and more importantly, respond to the voice of the customer.
• Think SAFETY first.
6. operations
• The Pizza Hut restaurant operation is the face of the company. The
role of operations is to maintain the highest quality for their products
and give attention to the experience their customers receive. There
exists a number of different Pizza Hut concepts:
• Full Service Restaurants: These are the traditional pizza restaurants offering a
seated 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.
7. • The raw material that Pizza Hut use to produce their product takes time to
become
• finished goods. In making of pizza dough, the dough will be needed to prepare a
day before
• and must be store inside the cooling fridge for better dough. The process of
preparing the
• dough will takes 30 minutes and in order for it to become fluffy dough the time to
store is up
• to 6 hours which means it takes 7 hours for the raw material to be complete pizza
dough. The
• raw materials that were used to produce pizza are base flour and cheese. The
flour, cheese,
• yeast, salt and warm water must be mixed together until it become non-sticky
and it must be
• mixed manually so the mixture will be smooth texture. Then it will be wrapped
with plastic
• food wrapper and stored it until it becomes nice soft dough
8. • As for a successful firm, Pizza Hut equipment and machinery is
important to ensure
• that the operation will be running smoothly. The main machinery
used is baked oven, freezer,
• water dispenser, coffee machine and other. The equipment needed
such as cabinet, working
• table, chairs and eating table section. There are three big ovens and
each layers of oven are
• different sizes; the freezer and cooling fridge has two and the coffee
and two water
• dispensers.
9. • Pizza Hut can produce output up to maximum 500 pizzas per day incurred in all sizes
• of pizza. But usually the efficiency is only 400 outputs and the daily sales achieved 300 to
• 400 pizzas were sold per day the number can be vary depends on season and weekend.
• Mostly their target in producing pizzas must be 500 due to higher level’s orders but they
• normally achieve their target on festive season.
• Pizza hut working hours from 10 am to 9 pm which is 10 hours of working exclude
• break time. Due to insufficient of workers the managers put all 7 workers in full shift
every
• day until they recruit new crew. The manager will need to add more workers because
some of
• their delivery came late to the customers because lack of employee management and
layoff.
• They need to recruit another 5 to 7 employees to support their day to day operation to
ensure
• that it can achieve more sales
10. • There are various factors that affecting productivity and one of it are the use of internet at
• work place. Since that there are no restrictions for employee to use their phone during
• working time, some workers took advantage by playing phones which will leads to slower
• labour productivity especially during peak hour. So, the manager put a limit time to their
• employee to play phones and give verbal warning when they see the employee exceed the
• time. Second factor is recruiting new workers, new workers will need to be trained the
• process of making pizza and the cost of training is need to add on the accounting. The
• managers will put senior workers to train the trainee and it will cut the cost.
• Other than dine in and take away, Pizza Hut also offer online and delivery service
• straight to customer’s door. The delivery service has a charge plus with minimum order of
• RM20 to purchase through online. Customers can make payment through online or cash on
• delivery. Usually the time taken from order to delivery takes up to 1 hours. If pizza hut came
• late, they will give extra coupon as an apology and also free food such as personal pizza or
• beverage.
11. Products sold
• Pizza Hut sells a range of products worldwide, such as:
• “Stuffed Crust” pizza, with the outermost edge wrapped around a cylinder
of mozzarella cheese; “Hand-Tossed,” more like traditional pizzeria crusts;
• “Thin ‘N Crispy”, a thin, crisp dough which was Pizza Hut’s original style;
• ‘Dippin’ Strips pizza”, a pizza cut into small strips that can be dipped into a
number of sauces; “The Edge pizza,” where the toppings nearly reach to
the edge of the pizza.
• Pizza Hut experiments with new products frequently, with less successful
ones being discontinued. These include the initially popular two-foot by
one-foot square cut pizza Bigfoot, the 16" Big New Yorker, made with a
sweet sauce, the Chicago Dish Pizza and Sicilian pizza, the latter also
offered in 2006 as Lasagna Pizza.
12. Management Structure at Pizza Hut
• Support manager : The Support Manager is part of the management team and will help
run their business by either managing shifts or working as a key team member. The key
skills required for this role include, flexibility, communication, leadership, and team work
and customer service.
• Deputy designate manager : This is the role in which most new recruits start their
careers with Pizza Hut. After completing the initial training, they take responsibility for
the key areas of the business, assisting the management on a day-to-day basis. They will
look to get trainees involved in customer service, team training and development and
business controls.
• Deputy manager : The Deputy Manager works as part of the management team to
ensure that the restaurant operates effectively, meeting sales and profit targets and
quality standards. The role is also to assist the manager in ensuring that all the team
members are recruited and trained to meet all quality and product standards. The
Deputy Manager will take responsibility for the restaurant on the shifts that they run and
will assist the manager on financial reporting and analysis of the business.
13. Restaurant general manager : The Restaurant General Manager has a
responsibility for the running of the restaurant, managing the business
with full ownership and responsibility.
They take care of the following
• functions in this role:
• Managing the financial side
• Product ordering,
• Production,
• Quality monitoring,
• Customer service, and
• Training and development of staff.
