This document discusses operating standards and procedures at Pizza Hut restaurants. It outlines the different types of Pizza Hut concepts, including full service restaurants, home service restaurants, and restaurant-based delivery. It then describes key work stations like preparations, make table, cut table, and dispatching. Finally, it discusses the importance of customer experience and complaint handling procedures, emphasizing treating customers well and solving problems before they become complaints.

3. Agenda

4. Continue…

5. History

6. History cont..

7. 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

8. Operating standards at Pizza Hut

9. Operational Activities
 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.

10. Main Work Stations
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.

11. Cut Table:-
Main Work Stations
 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

12. Importance of customer experience
• Think Customers as king
• Understand the needs of customers
• Service factors
• The Quality matters the Most

13. Moment of truth

14. My learning at pizza hut

15. Continue…

16. Complaint Handling- Rules
Never let a customer
leave unhappy
Treat customers like you
want to be treated

17. Complaint Handling- Rules
Never argue with the
customers
Solve problems before they
become complaints

18. Complaint Handling- Rules
Never blame other team
members

19. Activity-Make It Right
L
isten
A
pologize
S
atisfy
T
hank

20. Achievement at “Pizza Hut”

21. Question Answer Session
Presented By:-
PRAKASH BAGRECHA