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Excerpts

Contents

Part I: The Do-Over

1 Yum! Meets the One Minute Manager

2 A Brief History of Yum! Brands

Part II: How to Build a Customer-Focused Company the Right Way

The Four Steps

3 Step One: Set Your Sights on the Right Target

4 Step Two: Treat Your Customers the Right Way

5 Step Three: Treat Your People the Right Way

Get the Right People on the Team: Recruiting and Hiring

Give People the Right Start: Training and Development

Give People the Right Help: Performance Management

Get People Wired In: Developing the Right Systems and Processes

Get People Inspired: Creating a Recognition Culture

Give People Opportunities To Grow: Career Planning the Right Way

6 Step Four: Have the Right Kind of Leadership

Part III: Next Steps

7 The High Hurdle: Cracking the Code on Customer Mania

8 It's Your Choice: The Yum! Door or the Dumb Door?

Acknowledgments