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Wendy’s Operations

Steve Farrar

Chief Operating Officer

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Wendy’s is an
operations driven
company.

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Operations Update

Continuous Improvement

—Sales and traffic growth

—Hiring, training and people
development programs

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PUW Speed of Service
1	Wendy’s	134.09
2	Del Taco	150.30
3	Taco Bell	163.17
4	Burger King	166.65
5	Chick-fil-A	167.59
6	Checkers	169.03
7	Carl’s Jr.	170.00
8	Arby’s	172.84
9	McDonald’s	174.22
10	Krystal	190.02
11	Long John Silver’s	191.00
12	KFC
13	Rally’s
14	Jack in the Box
15	Hardee’s
16	Dairy Queen
17	Popeyes
18	White Castle
19	Captain D’s
20	Whataburger

MAGAZINE

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Speed of Service

% of Sales

“In June, a focus
group for QSR
Magazine reminded
all that speed and
accuracy remain the
top drive-through
consumer demands.”

QSR Magazine
Jan 23, 2011

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Internal
Evaluation
Process

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30.6

62.6

1.9

20.3

24.8

0.4

Internal Score Improvement

% of North American Restaurants

2010

2008

F

C

B

A

2010

2008

2010

2008

2010

2008

42.7

16.7

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$1,332,002

Higher Internal Scores Result in Higher Sales Averages

2009 Restaurant AUVs

$1,464,301

$1,322,183

F

C

B

A

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The Voice of the Customer

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Individual
Restaurant
Reports

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Speed

Friendliness

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Engaged employees are good for business!

EMPLOYEE
ENGAGEMENT

QUALITY OF WORK
ENVIRONMENT

QUALITY OF
EMPLOYEES

=

Improved
Customer
Satisfaction

Higher Sales & Profits

$$$

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OPERATIONS
FOCUS

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CONTINUOUS IMPROVEMENT