IBERSOL | Integrated Management Report - 2024

INTEGRATED MANAGEMENT REPORT 2024 The year 2024 was also marked by the continued strengthening of the partnership with the Continente Card, with another edition of the “MENU10” loyalty programme and participation in Gamification mechanics. In 2024, Pizza Hut maintained its commitment to continuous team training and to recognising and retaining talent. We revamped the table service, the slice service and the delivery service, seeking excellence in customer service. Our ambition is to do better, and we believe that this is only possible with motivated, trained and certified teams. That’s why it’s been a year of planning and building a training plan for employees, more suited to this new generation and with digital development; for shift managers we’ve maintained the SMP programme. For unit managers we launched the RMP programme, which is also a unit management training programme across the Ibersol Group. For coordinators we focussedon training inLeadershipandEmotional Intelligence, Leading as coaches and Training in building relationships with employees and combating harassment in the workplace. The focus was on acting on behaviours and providing know-how specific to each of the functions so that we can always do better. In the constant quest to improve operational efficiency, we continued to use the “MY HACCP” digital programme of legal requirements in terms of food safety, with the aim of complying with all safety procedures and requirements in order to meet our customers’ needs, as well as assessing the degree of compliance with brand, local and food safety standards through the Assured Customer Experience (ACE) external audit programme. The control of critical factors and additional and internal checks was carried out using the operational control tool used by the coordinating directors: GEP – Operational Excellence Guide, with the aim of diagnosing and correcting identified opportunities for improvement. 37