Yum China remains steadfast in adhering to our core principle of "RGM No.1," proactively engaging with frontline team members to truly understand their needs and challenges. These insights drive our management improvements—responding to concerns, addressing pain points and easing burdens while boosting efficiency for both employees and restaurants. This approach creates better work experience for our people and superior service for our customers.
• RGM Voice
serves as a key communication platform for RGMs at KFC and Pizza Hut. It is built around the core service philosophy of "Listening to concerns, solving problems, and collaborating efficiently." Powered by generative AI technology and advanced digital systems, the platform collects frontline feedback through multiple channels and responds promptly and effectively. This helps to build a highly efficient, closed-loop management system. In 2025,
80%+ of problems were solved within one week.
• As rapid business expansion increased management complexity, Yum China identified key pain points for the frontline teams and developed the RGM One-Stop Service Center to simplify restaurant operations. Built around digital upgrades, the platform consolidates services into a single interface where restaurants can report issues, track progress, and receive feedback—eliminating the need to navigate multiple systems or portals. At the same time, supporting functions gain real-time visibility through data dashboards, enabling better oversight and more effective collaboration. During the reporting period, the platform has been pilot-tested across 2,700+ restaurants in four markets. Building on the pilot results, the Company will continue to optimize and iterate the platform's functions, deepen cross-system collaboration, and strengthen digital and intelligent enablement. Our ultimate goal is to make restaurants easier to run, supporting functions more efficient, and the organization more transparent, establishing the platform as a reliable, always-available partner that delivers professional support to restaurants whenever and wherever needed.
We are committed to building a comprehensive, two-way employee communication system that flows top-down and bottom-up. Through diverse channels, we actively listen and respond to employees' concerns in a timely manner, fostering an open communication culture centered on problem-solving. In terms of established mechanisms, the Company conducts a biennial employee engagement survey, supplemented by channels such as the Employee Representative Conference and Yum China's Employee Union, to gather feedback and drive closed-loop improvements. To drive innovation in communication formats, we launched and continue to enhance platforms like "Journey with Joey" and RGM Voice. These initiatives expand and deepen direct dialogue with frontline employees, helping to ensure that concerns at all levels are fully heard and addressed promptly. In 2025, as part of the "Journey with Joey" series, Yum China CEO Joey Wat and the senior leadership team conducted multiple restaurant visits to connect with RGMs and brand teams. These candid, face-to-face dialogues centered on truly understanding employee voices and aspirations. For example, at the Chongqing stop, Joey and the leadership team addressed questions raised by employees and listened to their suggestions. The "Journey with Joey" initiative demonstrates Yum China's strong commitment to valuing and promptly responding to the voices of frontline employees. It has effectively built a barrier-free communication bridge between senior leaders and restaurant teams, laying a solid foundation for continuously enhancing employee experience and driving greater organizational collaboration and growth.
