Executive Insights | May 2012 | By Barney Wolf

David Novak’s Global Vision

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image used with permission.

The direction is positive, says James Schwartz, chief executive of the nation’s largest franchise, NPC International, which owns 1,200 Pizza Huts and cobranded units.

“Yum has done a great job of listening to the [Pizza Hut] franchisees and the needs of the franchisees,” he says. “They provide the insight, strategy, and ideas. We provide the voice of reality.”

Novak sees Pizza Hut growing from 6,000 to 8,000 U.S. units in the next decade, helped by smaller stores for less-populated communities. And Taco Bell, which he calls the “nation’s second most profitable chain,” can grow from 5,000 to 8,000 stores if sales grow.

Taco Bell sales suffered last year after a lawsuit—later withdrawn—over the amount of beef in its products. Now it has several new initiatives, including First Meal, a breakfast menu being tested at 800 restaurants. The units open at 8 a.m. instead of 10 a.m.

“We don’t expect it to be booming sales initially, but we think it will build a foundation that will allow us to ultimately have a really significant business,” Novak says.

Taco Bell’s late-night business grew by adding incremental hours, and Novak expects the same for morning. Earlier hours can be added as sales build, potentially becoming 24/7.

Other innovations include the Doritos Los Tacos, which feature Doritos taco shells, and higher-priced Cantina Bell menu items, including $5 burritos, tacos, and bowls inspired by Miami-based celebrity chef Lorena Garcia.

KFC remains “our biggest challenge,” Novak says. “The good news is we have a new leader in place who has a lot of confidence with the KFC franchisees.”

So far, the new KFC U.S. president, John Cywinski, has shown a willingness to reach out, say Selden and Burke. And a new marketing campaign, based on KFC’s fresh items, was greeted with optimism because it extols existing products.

While Yum will spread Novak’s teachings in 2012, he vows this will not be a one-year effort. “This is something we’re going to drive home year after year,” he says. “It institutionalizes our cultural values.”

Part of Yum’s culture is social responsibility, especially as a global company that feeds the world. Toward that end, the company selected the United Nations World Food Programme as its charity. That includes the proceeds from Novak’s book sales.

“We wanted to have a program that we could galvanize the whole world around,” he says.

Novak’s book and speaking appearances promoting it have some observers wondering if he’s on the cusp of retiring and hitting the speaking circuit. The Yum CEO says he’s just displaying his passion for the company and its opportunities.

“When you do something like this, you’re not coasting,” he says. “You’re driving at 100 miles an hour. I never worked harder in my life.”



Our pizza hut is a mess when it comes to team work, honesty , speed of service, apperance of employees, being on time. employees even say dont matter if you do job or not you will still have one. Amazing uh !

That client men and women simply were standing at this time there in a series as well as the contestant possessed a listing of work from which to choose one particular at this time.

hi hope u fine.i need to ask serious complaint about kfc staff mangment in lahore pakistan i prefer kfc and give order many times on this phone number 111-532-532.your dilvery time 30min but kfc mall road branch dilver order after 45min or 1 hour.i call everytime and register complaint.i give order 20june 10 pm i recive my order 10.45 pm in between i call 111-532-532 but they said after 5min you recive your order.dear sir i call 111-532-532 11pm and talk duty manager they said you recive your order 10.24pm but kfc rider use this phone number 03244322645 he call me on my phone number 03067124447 10.45pm and he said sir i m out side your door plz take your order i ask kfc rider why you come late he said some cooking problem.your staff and call center manager miss guide kfc costumer and distory kfc name.kfc is one of the best food chain in world please take action against kfc lahore managment and ask me clear i give order next time my phone number 00923067124447

Sir i want to complain abut pizza hut pakistan wat shall i do?

I have been trying since early September to contact KFC regarding communicable disease danger at their Tuxtla Gutierrez, Chiapas, Mexico, restaurant.  Their web customer service form does not include restaurants outside the US and their 800 customer service number goes to email.  I have tried to contact CEO Novak and other YUM/KFC execs who also ignore me.Does anyone know how to get their attention?


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