My story as ceo (ajay kaul)


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My story as ceo (ajay kaul)

  1. 1. My Story … The Great Place to Work journey and Learnings
  2. 2. Agenda Key achievements 2009-101. Jubilant FoodWorks Limited (JFL) - Some facts2. My Story – How our Great Place to Work Journey has changed me and what have I learnt?3. Chief Enthusiasm Officer – CEO4. Emotional “Connect” & Bonding5. GOALS – Aligning One & All6. Empowerment7. Creating Fun @ Work8. People First Culture 2
  3. 3. Key achievements 2009-101. Jubilant FoodWorks Ltd. (JFL) … Some facts! 3
  4. 4. JFL – Some facts• Company set up in 1995. First store in January 1996• Exclusive Master Franchise rights from Domino’s Pizza for India, Bangladesh, Sri Lanka and Nepal• Exclusive Master Franchise rights from Dunkin’ Donuts for India – opened 3 Stores in Delhi in 2012• Domino’s opened : 100th Store in 2005 : 200th Store in 2008 : 300th Store in 2010 : 400th Store in 2011 : 500th Store to be opened in 2012 4
  5. 5. JFL – Some facts• The Company rechristened as Jubilant FoodWorks Limited, and IPO in Feb 2010. Share price has posted 800% gain since listing• One of the largest and fastest growing international food brands in South Asia with 50% CAGR over last five years, supported by average same store sale growth of 25%• Undisputed market leadership with –  Pizza market share of around 60%  Pizza delivery market share in excess of 70% 5
  6. 6. JFL – Some facts• Largest MNC Food Serve Brand in India with nearly 500 Domino’s Stores across 110 cities in India  McDonalds’ has approx 250 stores  Pizza Hut at approx 220 stores  KFC at approx 180 stores• “Most Profitable” Food Service Company in India• Consistently ranked among top three countries in the World for ‘Operational Excellence’ by Domino’s International in last four years 6
  7. 7. JFL – Some facts• Dominos developed its own commissary and supply chain setup• Differentiated Domino’s brand USP of “30 minutes or free” (1st country outside of USA)• Nearly 100% Stores are corporate owned stores (no Sub- Franchisee)• Engaged and motivated team – more than 16,500 owned employees 7
  8. 8. JFL – Awards & Achievements• Won “Gold Franny Award” from Dominos International as The HIGH PERFORMING COUNTRY – 6th time in a row• Most Admired Retailer of the Year: Foodservice” by Indian Retail forum at the 8th annual Images Retail Award 2010• Awarded the “Best Managed Company in India – Small Cap” for the year 2010 by ASIAMONEY• Recognized as one of the brands that are “Game Changers of the Decade” by Brand Reporter & Agency Faqs in 2010• Awarded with the title of “Star Company” at the Business Standard Awards 2012 for Corporate excellence 8
  9. 9. JFL – Awards & Achievements• Won Coca Cola Golden Spoon Award for the “Most Admired Food & Beverage Retailer of the Year - QSR Foreign Brand” 2010 & 2012• Won the Gold Award in the Reader’s Digest Trust Brand 2011 Survey, India in the category “Family Restaurant”• Ranked as one of the Top 10 Marketers in India, 2010 by The Financial Express. The criteria for ranking were marketing ingenuity, innovations and impactful launches throughout the year• Domino’s Pizza India has sustained its India’s top 25 Best Employer status in Hewitt’s Best Employer Survey 2011 - consecutively 3 times in a row• Ranked No. 1 in QSR Industry in “Great Place to Work Institute Survey – 2011 & 2012” 9
  10. 10. Key achievements 2009-102. My Story – How our Great Place to Work Journey has changed me and what have I learnt? 10
  11. 11. Lesson No. 1 Your Love for people should be “DIL SE”...• “Slip into Employee shoes” every time ... should be the DEFAULT MODE !• You need to thus understand the DYNAMICS/DRIVERS at each level. Find ways to meet/interact with employees at all levels• Even “Work” at junior levels ! 11
  12. 12. Lesson No. 2 PEOPLE COME “FIRST”CUSTOMERS come “physically” first… But its PEOPLE who get YOU there ! 12
  13. 13. Lesson No. 3 In managing PEOPLE, there is some “SCIENCE” & “ART”• The “Science” component with emerging modern global organization is threatening to play a more dominant role and thus the “DIL SE” factor is going away• The “ART” component (No mighty Business School can teach this).. is gradually diminishing … WATCH OUT! 13
  14. 14. Lesson No. 4“I like to DEAL with People”.. is not GOOD enoughIn HR & People management.. “You should FEEL for PEOPLE” o See it through their lens ALWAYS! o Have FIRST HAND multi level “INSIGHTS” o “DIL WAALI BAAT” ! 14
  15. 15. Lesson No. 5Amongst all the reasons…why employees find organizations GREAT PLACE TO WORK the one, I value the most is… “EMPLOYEE ENGAGEMENT” 15
  16. 16. Lesson No. 6 The way Brands try to build“EMOTIONAL CONNECT” with External Customers, organizations do need to build similar “EMOTIONAL CONNECT” with INTERNAL CUSTOMERS ! 16
  17. 17. Lesson No. 7Employees need a GLUE, a common Goal or Ambition which they are all aligned to … … for the organization to flourish ! 17
  18. 18. Lesson No. 8Creating “FUN” oriented organization is not a flavor of the month or a nice thing to do … IT IS A “CULTURE” item ! and has to be deep seated. 18
  19. 19. Lesson No. 9 Modern day Employees’ demands are conflicting• Entrepreneurial freedom/spirit .. but also want JOB SECURITY• Clean cut & well defined Jobs .. but also want variety and new elements, all the time• Challenging work versus work life balanceSo, one needs a dynamic, ever changing approach to HR o “LISTEN” to employees with all EARS o “SWITCH ROLES” to get first hand feel 19
  20. 20. Key achievements 2009-103. Chief Enthusiasm Officer - CEO 20
  21. 21. Chief Enthusiasm Officer - CEOCEO – Lead from the Front• Always pass on “POSITIVE ENERGY” in every employee transaction• You don’t get a “2nd” chance to communicate• “FUN” has to be a part of the personality. It is NOT A FLAVOUR OF THE MONTH (specially in TOUGH times)• Inter-mingle with the “junior most” employees and be seen doing it• Active participation is FUN activities and driving FUN…..Never let the CHILD in you die!• ABOVE all…. It has to happen DIL SE !! 21
  22. 22. Chief Enthusiasm Officer - CEO• Perpetrate/create a culture of Hypothesis: “OPENESS/TRANSPARENCY/EQUALITY” Employees will• “Good Morning” wish to all take advantage if employees –personally, every morning I give them too• Don’tbelieve in “Extension” calling. much “dheel !!”… JUST WALK TO THE ROOM There is a NULL hypothesis for• If I am travelling with my junior this colleagues, I go by their travel limits 22
  23. 23. Chief Enthusiasm Officer - CEOCEO & team has to be a GREAT LISTENERS…• Work every quarter in a store, under the Store Managers leadership - • Listen to internal customer • Listen to external customer• All Senior Management work in the Store• CEO & HR Head meet, a new set of employees, every quarter to “LISTEN” to their thoughts/ideas• 360 Degree feedback institutionalized in the company• “TOWN HALL” conducted every quarter for an OPEN TALK/Q&A and rigorous FOLLOW UP 23
  24. 24. Key achievements 2009-104. Emotional “Connect” & Bonding 24
  25. 25. Emotional “Connect” & Bonding With EXTERNAL CUSTOMERS, its …KHUSHIYON KI HOME DELIVERY .. Which is delivered by our 16,500 HAPPY EMPLOYEES(who are our Company/Brand Ambassadors) 25
  26. 26. Emotional “Connect” & Bonding“Khushiyon Ki Home Delivery”… our positioning• Builds emotional connect with our external customers• Goes beyond the functional benefits of -  Tastiest Pizzas  Value for Money  Convenience led by (30 min or free) Look at the AV... 26
  27. 27. Khushiyon ki home delivery – old man ad (1) Key achievements 2009-10 27
  28. 28. Emotional “Connect” & Bonding “Similarly our positioning with our employees (internal customers) is to…..• Build emotional bonds with our internal customers• Go way beyond the routine hygiene factors & build Relationships Look at them…. 28
  29. 29. Domino’s Anthem (2)Key achievements 2009-10 29
  30. 30. Key achievements 2009-105. GOALS – Aligning One & All 30
  31. 31. GOALS – Aligning One & AllKey achievements 2009-10 AMBITION 2014 31
  32. 32. GOALS – Aligning One & All What is AMBITION 2014?•I firmly believe that the WHOLE ORGANISATION needs to have a SHARED DREAM• How to make it a success…  It should be SHARED TO ONE & ALL  It should be simple, easy to explain, easy to relate to  Create a “BIG BANG” LAUNCH  POSTERS/WALLET CARDS/VIDEOS  Induction to ALL NEW Employees  CONSTANT HAMMERING by CEO/Senior Management  Find way into KRA’s of all  Quarterly update 32
  33. 33. GOALS – Aligning One & All AMBITION 20141. To be the Most Emotionally Connected Brand in Food Service Industry2. To be obsessed with consistently delivering the Tastiest & Best Quality Products in Food Service Industry3. To be the Best Employer across Retail/Service Industries and embed a feeling of “Mera Domino’s”4. To delight and be the Best in Customer Services in Food Service Industry5. Continuously improve processes and drive efficiency to become the Most Profitable Company in Food Service Industry6. To be one of the Most Active Company in Social Contribution in Food and Retail Industry 33
  34. 34. GOALS – Aligning One & All AMBITION 2014… what will it achieve?• One Common GOAL/AMBITION for ALL Employees• It is a SHARED (not one man’s) DREAM• It brings in ACCOUNTABILITY all levels• It brings in BELONGINGNESS at all levels• The WAVE engulf all and the combined WHOLE is much bigger than the parts 34
  35. 35. Ambition 2014 – AV (3)Key achievements 2009-10 35
  36. 36. Key achievements 2009-106. Empowerment … Genuine 36
  37. 37. EmpowermentBuilding an “Empowering” Culture..• Store Managers are “MINI CEO’s”• Philosophy of “IF YOU DON”T MAKE IT, BAKE IT OR TAKE IT, then help those who do!• MAKE THE DIFFERENCE (MTD) – Empowerment for store managers to rate all support departments• Think Big, Innovate & Implement – “Sankalp” way – for all 16,500 employees• Spot Awards coupons - All the regional training, HR and supply chain heads and other operation heads are empowered to give awards for the best practices at the workplaces….ON THE SPOT! 37
  38. 38. Empowerment• Genuine Empowerment  “Total Guarantee of satisfaction” at the front end level  Celebrate the “free Pizza” 38
  39. 39. Key achievements 2009-107. Creating Fun @ Work 39
  40. 40. Creating Fun @ Work Creating Fun @ Work – Domino’s way… Domino’s Cheers• Who are We? – Domino’s Pizza• What are we? – No. 1• What’s our goal? – Sell more Pizza, have more fun…!! Look at them…. 40
  41. 41. Domino’s Cheers (4)Key achievements 2009-10 41
  42. 42. Creating Fun @ Work Creating Fun @ Work – Domino’s way…• Each District manager/Store Manager is given a budget to CREATE FUN in his/her Store (Legitimize FUN)• Best/Most innovative “FUN themes” are recognized/rewarded at quarterly functions• Birthday celebrations across all the workplaces/stores• A dedicated day for employee’s children (Young Dominoids Fiesta)• Fastest Pizza Maker (FPM) – From every store in India to Domino’s International 42
  43. 43. Creating Fun @ Work Creating Fun @ Work – Domino’s way…• Confluence (an out of town, overnight event with families) – A unique way to say thanks to employee’s family for their silent support in building the organization• All Store Managers and their coach experience great learning and FUN during the quarterly and yearly Meet (FIDA) 43
  44. 44. Key achievements 2009-108. People First Culture 44
  45. 45. “People First” Culture• Domino’s Global Vision Statement o Exceptional people on a mission to be the best pizza delivery Company in the World• The HR department is called “People First” department in Domino’s International and the Culture is prevalent world-wide• Delivery Boys – Short CASE Study.. 45
  46. 46. Delivery Boys – Short Case Study• Attrition rate of 80-90% annually at TEAM MEMBER (in a Store) level, especially DELIVERY PEOPLE• Average age is of 19/20 years• Job is tough with “DELIVERY”, late working, standing all day long• With “30 minutes or FREE” promise, the asking rate/expectation is high from this group o Drive Safe o Deliver on or before “Time” o Brave the “Heat, “Rain”, “Cold” etc. o They are the FACE of the Organization 46
  47. 47. Delivery Boys – Short Case Study• We call them SDP (SAFE DELIVERY PERSON)• Demonstrate “how important” their job is – o CEO “delivers” Pizzas when he works in the Store• Align them towards AMBITION 2014 and the “KEY ROLE THEY PLAY”• Made a “HERO” of them in our advertising campaigns• Make them realize that “THEY BRING HOME THE HAPPINESS… KHUSHIYON KI HOME DELIVERY” 47
  48. 48. Brand Ad Film (5) 48
  49. 49. Key achievements 2009-10 Thank you ! 49