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OPERATIONAL STRATEGIES AND MANAGEMENT OF KFC: AN ENQUIRY

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This is a business case report on one of the world largest fast food chain restaurants Kentucky Fried chicken (KFC) in accordance on its operation management and strategy. As the course requirement, the company has been selected on the preference of my own with a prior approval of the unit leader. The report critically analysis three operation management decision areas as design of goods and services, quality management and supply chain management of KFC with suggestions to better performance. Furthermore, it evaluates the strengths and weaknesses as well as strategies with recommendations for achieving competitive advantages. Finally, the report draws a conclusion with wrapping up the findings. KEYWORDS: Managing Quality, Supply Chain Management, SWOT Analysis, CSR
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SJIF Impact Factor: 6.260| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 4 | April 2020 - Peer Reviewed Journal
2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |172 |
OPERATIONAL STRATEGIES AND MANAGEMENT OF
KFC: AN ENQUIRY
Shah Mujahid Uddin
MSc in Project Management, University of Bedfordshire, UK and Deputy Secretary, Government of
Bangladesh,
Article DOI: https://doi.org/10.36713/epra4262
ABSTRACT
This is a business case report on one of the world largest fast food chain restaurants Kentucky Fried chicken (KFC)
in accordance on its operation management and strategy. As the course requirement, the company has been selected on
the preference of my own with a prior approval of the unit leader. The report critically analysis three operation
management decision areas as design of goods and services, quality management and supply chain management of
KFC with suggestions to better performance. Furthermore, it evaluates the strengths and weaknesses as well as
strategies with recommendations for achieving competitive advantages. Finally, the report draws a conclusion with
wrapping up the findings.
KEYWORDS: Managing Quality, Supply Chain Management, SWOT Analysis, CSR
1. INTRODUCTION
The role of operational management has become
more diverse and challenging due to present global
business context, and rapid product development for
customer requirements. Without the effective
performance of operations and process management, no
company can be sustained and succeed in long term
(Slake et al, 2015). Furthermore, Heizer et al, 2017
mentioned that operation management is the costly part
of an organization.
Operations management is the set of activities to
manage the resources that produces goods and services
(Harrison, 1996; Vilder, 2001; Slack, Jones and
Johnston, 2013). Operation strategy treat as a mixture of
actions and decisions that focuses on visions, goals and
capacity of operations which attain the competitive
advantages of organization (Slake et al, 2015).
KFC, a subsidiary of YUM! Brands is one of
the world largest restaurant chains, maintain the
business from Kentucky in United States with 21487
outlets including own managed (3%) and franchising
(97%) over the 131countries (Yum, 2018). It is well
known for its original fried chicken recipe. (KFC, 2018)
2. OBJECTIVES
The report critically analyses the design of goods
and services, quality management and supply chain
management operation decision areas of KFC. Report
also evaluates strengths and weaknesses as well as
competitive advantages with recommendations to
improve the performance of KFC.
3. METHODOLOGY
The study was documentary analysis type. Data
were collected from secondary sources like books,
research reports, journal, internet etc. The study adopted
a critical review method along with the SWOT analysis
to depict the fortes and limitations of KFC’s operational
strategies and management. Data were collected
directly from the KFC’s official websites.
SJIF Impact Factor: 6.260| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 4 | April 2020 - Peer Reviewed Journal
2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |173 |
4. DISCUSSION AND ANALYSES:
THREE OPERATIONS
MANAGEMENT DECISION AREAS
OF KFC
Heizer et al, (2017) identified ten operation
management decision areas for business organization.
These are design of goods and services, managing
quality, process strategy, location strategy, layout
strategies, human resources, supply chain management,
inventory management, scheduling and maintenance.
Among them design of goods and services, supply
chain management and managing quality in KFC are
chosen for critical analysis.
4.1. Design of Goods and services
Strong product and services play an important
role in operation management in the competitive global
market. The goal of product design is to develop and
implement of the product strategy to achieve the
competitive advantages over the counter parts (Heizer
et al, 2017). KFC is a Brand that specializes in fried
chicken which utilizes the product selection, product
definition and product design strategies.
4.1.1. Product selection
From the very beginning the founder of the KFC
selected the chicken rather than lamb, mutton or beef as
a product. Since that KFC provides the goods and
services to the customer (KFC, 2018). To maximize
success, each of every company focus on limited
product such as Honda famous for engines, Intel for
microprocessors and Michelin well known for tyres
(Waddington, 2018).
4.1.2. Product Definition
KFC offers a distinct high-quality product to
global market. Shouldice Hospital in USA has expertise
on hernia repairs; it is distinct reputation from others
(Waddington, 2018). As like as KFC offers a sole
product that comes from unique recipe chicken with a
blend of 11 herbs and spices (KFC, 2018). The
ingredients and taste make the distinct and high-quality
product that represents a trade secret.
4.1.3. Product Design
Customer needs influence the product design.
Due to customer demands, KFC has enriched its menu
with other products such as chicken burgers and wraps,
salads, desserts, side dishes and soft drinks (KFC,
2018).
A global marketing strategy is varied from local
because consumer’s preferences differ spontaneously in
the world (Peng, 2014). From the product perspective,
KFC first identifies the consumer’s likes and dislikes
and culture before introducing new product. For cultural
point of view KFC introduce new strategies that known
as ‘Go Global, Act Local’ (Simmons and Crawford,
2013 cited in Azman et al, 2014). For instance,
Malaysia and Indonesia KFC considering the religion
perspective, it introduces the Muslim Halal Food. In
addition, lack of potato in both countries, KFC start rice
item as side dishes (Azman et al, 2014). More over
KFC considered the Islamic issue they introduce Halal
food in worldwide. Besides this KFC do some
innovations on introducing drive-through window,
kiosk and express units. Above all initiatives indicates
that KFC business focuses on product and mass
customization. However, for the purpose of maintaining
brand image, they are keeping consistent with original
recipe remained unchanged (CSOFT International, 2013
cited in Azman et al, 2014).
4.1.3.1. Generating new products
`KFC has a product improvement team that
primarily creates thoughts. Then test the idea is feasible
or not. After that, develop the product specification as
well as manufacturing and cooking method. Then
reviewing the findings and developing the desired food
and it also evaluate whether the product meets the
customer needs. Finally, the new menu is introduced in
competitive markets. It is noticeable that, Yum
expensed $22 million, $24 million, and $25 million in
2017, 2016 and 2015 for research and development
(Yum, 2018). So, the product development stage covers
the concept, feasibility, customer requirements,
functional specifications, product specifications, design
review, test market, introduction and evaluation with
the scopes for teams of product development and the
team for design and engineering.
4.1.4. Suggestions to improve product
design performance
Product decisions are based on one or
combination of selection, definition and design of
products. Also, it is inevitable that every product
experienced the decline phase of its life cycle and
company gains most of the profit in maturity stage.
(Heizer et al, 2017). Figure-1 shows the maturity level.
At maturity points of view organization should take the
opportunity as much as possible. KFC should make
continuous improvement and innovation in its local side
dishes by adding new flavor and taste. Moreover, KFC
should add breakfast menu especially for students. This
SJIF Impact Factor: 6.260| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 4 | April 2020 - Peer Reviewed Journal
2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |174 |
advantage opens a new window for organization.
Finally, KFC can introduce Six Step decision model
and avoid uncertainty environments which are
mentioned it Heizer et al 2017.
Figure-1: Product life cycle
4.2. Managing Quality
Quality management is important for
successfully running business activities through keeping
customer satisfied. American Society for Quality
defines ‘The Totality of features and characteristics of a
product or service that bears on its ability to satisfy
stated or implied needs’ (Waddington, 2018).Improve
quality increases productivity through sail gains and
reduced cost (Heizer et al, 2017).For instance ‘The
Swiss Army Knife’, and ‘The Four Seasons Hotel
CannaryWharf2’ are well known for quality. On other
side bed quality as ‘fat fingers syndrome’ affected the
organisation like Swiss Bank in 2009 (Slake et al,
2015). Deming 14 points approach focuses first quality
and then global business (Bank, 2000). Considering the
Deming 14 points, globally it divided into seven
concepts as continuous improvement, six-sigma,
employment empowerment, benchmarking, just-in-
time, taguchi, and knowledge of TQM tools.
4.2.1. Continuous Improvement
Fried Chicken is KFC specialize products and it
also continuously making in products and services. For
instance, they introduce meat free menu especially for
vegetarian. This vegetarian menu helps the brand to be
more attractive to a larger section of customers. Now
‘So Veg, So Good’ slogan is treated as part of KFC
promotion strategy in India (KFC,2018). In addition,
KFC new innovation in product is Nashville Hot
Chicken and considering the services is kiosks as well
as express out lets. Its drive-through-window operation
improves the speed of service (Apte and Renolds,
1995). Yum expended huge amount money on research
and development which represent the Shewharts’s
PDCA (Plan, DO, Check, Act) model.
4.2.2. Six-Sigma (3.4 defects per million)
It is applied in KFC by maintaining precision
and reducing defects in all products and services. For
example, KFC is popular for its original recipe chicken
with secret blend of 11 herbs and spices to customers
even after more than 70 years for its innovation that
proves distinct feature (KFC, 2018).
4.2.3. Employee empowerment
Working environment is very important of
employees to utilize their skills and capabilities. KFC
belongs to a good image in this area. For quality
improvement, Yum first develop the employment
opportunity like introduce the pension, retire medical
and retire savings plan (Yum, 2018). Training and
motivational activities boost up the capability that
increase the productivity. The restaurants service time
cut more than half by improving labor productivity
(Apte and Renolds, 1995).
4.2.4. Quality policy and guideline
KFC has own quality standards guideline that
narrate require direction for food safety and quality as
well as quality risk, product production procedure,
equipment maintenance, facility standards and
accounting control procedures (Yum, 2018; KFC,
2018). An integrated quality approach introduces like,
cleanliness, hospitality, accuracy, maintenance, product
quality and service along with training, rewarding
employee performance. But if the expectations are
higher than performance then perceived quality is lower
than satisfactory that’s leads the customer
SJIF Impact Factor: 6.260| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 4 | April 2020 - Peer Reviewed Journal
2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |175 |
dissatisfactions (Parasuraman et al, 1985 cited in
Nguyen, 2018).
4.2.5. Suggestions to improve the
performance
KFC should apply TQM tools and techniques for
quality management. These includes the fish bone
diagram for identifying process element, pareto chart
for organizing data, check list for generating ideas,
histogram for identifying problems finally statistical
process control for defect prevention. KFC may
introduce the Body Shop customer focus slogan ‘Smile
Dammit Smile’ that treat customer as potential friend,
acknowledge the presence, talk within 3 minutes, offer
product advice, always smile with thanks. Moreover,
KFC should consider the food safety especially for
children. Finally, it is suggested that research, training
and development program should be continued for
employees.
4.3. Supply Chain Management
Supply chain management (SCM) is the
combination of activities that purchase, outsource or
hire materials or services, later transform them into
intermediate goods as sellable final product for
consumer (The supply chain council cited in Millar,
2015).
In general, KFC maintains three phases in
supply chain. Primarily materials are purchased from
multiple suppliers and stored in two different
warehouses like normal and cold storage. Then products
grounding is done and sold to the customers in desired
outlet or locations. In final phase outlets are replenished
three times a week through warehouse. Figure-2 shows
the phases as an example:
.
Figure-2: KFC Supply chain phase
KFC and its franchises have approximately 6400
food and paper supplier KFC and franchisers purchased
the principle items include chicken, cheese, beef and
pork products, paper, packaging materials and
outsource or hiring the logistic and warehouse (Yum,
2018).
Buying decision makes the company profitable
by lower pricing, reducing quality and inventory cost as
well as management cost. As a restaurant business buy
SJIF Impact Factor: 6.260| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 4 | April 2020 - Peer Reviewed Journal
2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |176 |
decision is appropriate. In addition, it is noted that KFC
follow the leverage products which is mention in
Kraljic portfolio purchasing model (1983).
Considering the six sourcing strategies, KFC
chosen the many suppliers strategy. UK generally
sources chicken from local poultry suppliers and rest of
the chicken procure from EU, Brazil and Thailand
(KFC, 2018). KFC in US and own restaurants main
supplier is McLane Food service Inc (Yum, 2018).
Pakistan Venky, VH group, K&N etc are mains
suppliers of India division and china procure a major
portion from OIS group. In terms logistic chain KFC
worked with DHL, QSL and Bidvest logistics.
KFC supply chain risk reduction tactics are
effective for multiple suppliers which reduces the
dependency, monopoly and risk. Another tactic is
careful supplier selection, certification and monitoring.
In UK suppliers fulfill the welfare standard, and RSCS
select supplier and monitor the activities in UK.
Furthermore, KFC reduces the political, economic and
legal issues in supply chain by franchising. But the
recent experience of UK is not satisfactory. Due to
change in supply chain, it faces chicken shortage that
causes 900 out lets were faced troubled in February
2018(The Guardian, 2018). This happened for
communication and relationship gap. Wilding (2018)
mention that it is important to managing relationship
with existing or former and implication for upcoming
partners as well as collaborations.
4.3.1. Suggestion to improve performance
KFC should build the supply base stages like
supplier evaluation through supplier certification,
supplier development, Negotiations and contracting.
Supplier should be more integrated in operations
approach through training. Moreover, multiple
transportation and warehouse are prerequisite to
overcome the supply risk. Furthermore, before changing
in supply change, they should allocate proper budget on
contingency. Finally, KFC should give more attention
on sustainable eco friendly supplier and build up
collaboration as well as relationship.
5. SWOT ANALYSIS AND ACHIEVING
COMPETITIVE ADVANTAGES IN KFC:
A CRITICAL OVERVIEW
SWOT analysis reflects, how well a company’s
strategy is working, a proper understanding of the
resource capabilities and deficiencies, it’s market
opportunity, and the external threats to its future is
essential. Figure-3 shows the competitive advantage
which focuses on differentiation, cost and response
(Heizer, Render and Monson, 2016). According to slack
et al. (2015), the five competitive priorities are cost,
quality, speed, flexibility and dependability that’s
relating to operations strategy. In addition, ‘PESTEL’
analyses helps to identify the external factors for setting
strategies. Table-1 shows the Strengths and Weaknesses
of KFC.
Table-1: SWOT analysis of KFC
Strengths
Weaknesses
1. One of the largest restaurant chains.
2.Brand Image
3. Product Uniqueness/ Differentiation.
4.High quality foods
5. Quick service
6.Strong research and development activities
7. Environment friendly
8.Corporate Social Responsibility (CSR)
1. High price
2. Some unethical supplier
3. Logistic supply chain
Opportunities
Threats
1.Franchises
2.Cross Culture
3.Innovations in new idea
4.Collaboration and partnership
1.Market competitors
2.Substitute product
2.Avian flue
3.High calorie food
SJIF Impact Factor: 6.260| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 4 | April 2020 - Peer Reviewed Journal
2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |177 |
Figure 3: Operation Decision, Strategy and Competitive Advantage
5.1. Product Uniqueness/Differentiation
Differentiation is interlinked with ensuring and
providing uniqueness in goods and services. In order to
grave market and consumers satisfaction, organizations
try to make product different in nature. From the
starting of KFC, their product is popular to the fast food
lovers due to its original chicken recipe which still
remain unchanged (Yum, 2018). This secret recipe,
outstanding quality and taste made differentiation and
increase brand image that leads the competitive
advantages. For instance, Crittenden et al (2015)
mention that food and beverage secrets dominate the
business to-customer marketplace. Moreover, brand
image can use intellectual property as strategic weapons
(Reitzig, 2004).
5.2. Cost leadership
An organisation attains advantages by delivering
low cost products to the customers. In this strategy,
KFC is not performing well. Final products price is
dependent raw materials prices. KFC price strategy is if
the ingredients price increase, the extra amount pass to
the customers (Yum, 2018). But any price increase
might lead to consumer switching the other fast food or
stop buying (Azman et al, 2014)
5.3. Responsive
Responsive is referred to flexibility, reliability
and quickness in product development and delivery. In
this regard, before introducing a new product they
conducted survey the customer requirements (Yum,
2018; Simmons& Crawford, 2013 cited in Azman et al,
2014). On other side, KFC now introduce
collectrametric, a pressure fryer to prepare fried chicken
quickly. It also maintains the dependability through
quick delivery promise.
5.4. Market competitor
Peter’s five forces model focuses on immediate
rivals, potential entrants, customers, suppliers and
substituted products.KFC immediate rivals are
McDonald, Subway, Burger King, Dominos, Pizza Hut
and Taco Bell. In UK 50% of the fast food restaurants
has managed by McDonald (28.8%), KFC (12.5%) and
Subway (8.7%) (Nguyen et al, 2018). Each of every
company tries to increase the participation ratio by
introducing cheapest quality product. At the same time
customer taste is changing and preferable one takes the
competitive advantages (Shuailing and Zhi, 2015).
Adequate information on rivals can reduce the
competitive disadvantages.
SJIF Impact Factor: 6.260| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 4 | April 2020 - Peer Reviewed Journal
2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |178 |
5.5. Product quality and fast service delivery
Now a day’s product quality and fast service
delivery is prerequisite for business strategies.KFC is
famous for quality and service in chain restaurant. If
any customer becomes ill due to food safety issues,
authority temporarily close the out late (Yum, 2018).
By the quality improvement program ‘drive-through-
window, KFC profit margin increase from 5-9 percent,
labor productivity increases 12.3% in test program
(Apte and Reynolds,1995 cited in Russell and
Taylor,1998). KFC restaurant try to win customers
expectations by giving better services for creating a
loyal customer base (Rahman et al, 2017). But in china,
Chicken supplier are criticized for using excessive
antibiotics and growth hormones in poultry which is
unethical (Bloomberg view, 2014). Moreover, KFC
suppliers have been criticized for using soybean which
was cultivated in Amazon rain forest.
5.6. Corporate Social Responsibility (CSR)
KFC has corporate social responsibility as
student scholarship, sponsorship, and hunger relief
effort to the interest of mass people (KFC, 2018). For
instance, in 2014, after earthquake Lu Dian, China,
KFC donate two million yuan to disaster area and China
KFC Dawn fund helped the 15000 poor students
(Shuailing and Zhi, 2015). According to Archie
Carroll’s model (Figure-4), CSR increase the
Company’s sustainability of business and corporate
citizenship. It helps to develop the relationship among
the suppliers, business partner, employees and
community that leads to enhance the long-term
advantages.
Figure-4: Archie Carroll’s model
6. CONCLUSION AND
RECOMMENDATIONS
In conclusion, this report finds that the global
business is becoming more complex and competitive in
terms operations decision areas and strategy. It also
finds, operations management and strategy make the
competitive advantage. Every decisions areas and
strategy are distinct from other. Thus, right choice of
decisions areas and their appropriate strategy are highly
important for advantages.
From this report it is identified that KFC biggest
strength is its brand image based on colonel’s legacy
and its product design and quality of original chicken
recipe which makes the market leadership. But
considering the challenges, it is recommended that KFC
should give more attention on supply chain and cost
effectiveness.
After analyzing all the issues, the study finally
recommends the following points:
a. Considering the food safety and quality KFC
should not have any relationship with any
unethical organization to avoid all negative
criticism. KFC should introduce small
improvement through total quality
management. Besides this packaging materials
should be used environment friendly.
b. KFC will be able to take more advantages by
its original recipe product as an intellectual
property.
SJIF Impact Factor: 6.260| ISI I.F.Value:1.241| Journal DOI: 10.36713/epra2016 ISSN: 2455-7838(Online)
EPRA International Journal of Research and Development (IJRD)
Volume: 5 | Issue: 4 | April 2020 - Peer Reviewed Journal
2020 EPRA IJRD | Journal DOI: https://doi.org/10.36713/epra2016 | www.eprajournals.com |179 |
c. KFC need to more emphasis on CSR. It will be
able to increase band image which will hit the
sails gain and competitive advantage.
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... KFC can provide training to train their employees and use a rewards system for the ones who achieve the target of the company. This is because improved service quality affects the performance of KFC (Uddin, 2020). Besides that, we found 74 respondents (64.3%) were satisfied with the service speed of KFC as it is fast and saves some waiting time for the ordered food. ...
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The purpose of this study is to examine the impact of the five dimensions of service quality on customer satisfaction in the UK fast food market and to indicate which factors among the five dimensions have a main role in driving overall customer satisfaction. Primary data in the form of 147 questionnaire responses werebeen collected from a variety of quick service fast food restaurants in the UK. Likert seven-point rating scales were used to structure the questionnaire. Data were collected from the customers at two KFC restaurants, two McDonald’s restaurants, and one Burger King Restaurant. The results of the analysis indicate that tangibles, responsiveness and assurance play the most important role in driving customer satisfaction in the UK fast food industry, followed by reliability and empathy. Results of correlation and regression analysis show that physical attributes (tangible) of service quality are key to customer satisfaction. In a nutshell, the tangibles variable is the most important factor driving customer satisfaction in the context of the UK fast food market. This research incoporates unique and original insights in relation to the British fast food restaurants market and the results constitute novel findings pertaining to the importance of physical facilities and attributes. This account of the relative importance of service quality dimensions in fast food restaurants in the UK adds value to the field. The findings of this research have contributed to a better understanding of the main factors that influence service quality and customer satisfaction and have implications from a managerial point of view in the highly competitive UK fast food and wider foodservice industry.
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By one informed estimate from the late 1990s, three-quarters of the Fortune 100's total market capitalization was represented by intangible assets, such as patents, copyrights and trademarks. In this environment, cautions the author, IP management cannot be left to technology managers or corporate legal staff alone - it must be a matter of concern for functional and business-unit leaders as well as a corporation's most senior officers. To realize the full value of their companies' intellectual property, top executives must seek answers to the following questions: How can the company use intellectual property rights to gain and sustain competitive advantage? How do IP rights affect the industry's structure? What options do IP rights offer vis-à-vis competitors? How can IP rights grant incumbency advantage und establish barriers to entry? How can IP rights help the company gain vertical power along the value chain? What organizational design accommodates an IP strategy most effectively? The author explores each question, drawing on such company examples as Nokia, Motorola, Novo Nordisk and Leo Pharma, in the process helping lead intellectual property rights out of their shadowy existence in patent and legal departments.
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While scholars have explored the construct and ramifications of intellectual property, most research efforts have focused on patents as a means of protecting a firm's intellectual capital. Yet Hemphill (2004) suggested that trade secrets can affect the difference between economic success and failure of the firm. When trade secrets are discussed, there is a tendency to focus on the more famous secrets that have received considerable hype in the popular press (e.g., Coca-Cola, KFC, McDonald's). To address this shortage of trade secrets storytelling, the research reported here engaged in a historiographic approach to capturing and compiling an in-depth look at various company trade secrets and elaborating on the strategic intent behind many of the secrecy efforts. Product and process secrets were seen to be used to develop positive brand perceptions, establish consistent brand purchasing, aid in distinguishing products and services from competitive offerings, and build market share. We suggest that managers should regularly assess which assets are suitable for patent, product design, trademark, copyright, or trade secret status and work diligently to protect the firm's intangible assets.
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Kentucky Fried Chicken (KFC) Corporation, a member of the quick-service restaurant industry, uses a sophisticated program to manage the quality of service it offers to its customers. In the last quarter of 1989, the south central division of KFC launched a test program in four Oklahoma City restaurants to improve the speed of service at its drive-through-window operation. It proved extremely successful. The restaurants cut service time by more than half while improving labor productivity. They also dramatically outperformed other restaurants in the division in profits, sales growth, and growth in customer transactions. The improved processes in the test restaurants have served as benchmarks for other KFC restaurants aiming for continuous process improvement, while the reduced service time now serves as the revised specification in KFC's quality measurement and management program.
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The operations manager the product and the consumer machines - the process and the costs people - motivation and organization materials management and logistics systems and diagnostics the quality revolution forecasting - from predictions to plans projects - planning and implementation scheduling - the nitty gritty, the grand plan the strategic manager.
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1st publ Bibliogr. na konci kapitol
Operations Management: Sustainability and Supply Chain Management
  • J Heizer
  • B Render
  • C Munson
Heizer, J., Render, B. and Munson, C. (2017). Operations Management: Sustainability and Supply Chain Management, 12 th global ed, Harlow: Pearson