Quality management in Kentucky Fried Chicken (KFC) Malaysia.
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KFC re-enue increased %y *.3= t' M 1$!. mil and r'it %e're ta: increased %y 12= t' M 2.$ mil in 2#1 in cycle 8ith the higher sales and imr'-ed margins. ;here 8ere numer'us ne8 restaurants added during the last 12 m'nths 8hich increased the st're c'unt t' *#$ restaurants at the end ' >ecem%er 2#1. ,aety and health ser-ices 8ith ne8 r'ducts and r'm'ti'ns that 8ere launched during the last eri'd 8hich eect 'siti-ely 'n the sales re-enue. A generally imr'-ing retail en-ir'nment5 higher le-els ' ad-ertising e:enditure and s'me successul r'm'ti'ns all c'ntri%uted t' the str'ngest sales imr'-ement 'r the %rand in 'ur years. ?igh sales gr'8th 8as achie-ed in site ' the challenging ec'n'mic en-ir'nment and the rising c'sts ' sulies5 c'mm'dities and energy. .
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Quality management in Kentucky Fried Chicken (KFC) Malaysia.
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A t'tal asset 8as increased 'n the last years. ;he %ulk ' the increase has %r'ught signiicantly m're c'ntr'l '-er suly chain and urchasing arrangements. +n additi'n r'erty5 lant and euiment increased 8ith KFC trans'rmati'n e:enditure and als'5 %ecause ' the e:ansi'n ' the net8'rk ' ast ''d st'res including the esta%lishment ' the ne8 in-estments. eturn 'n t'tal assets as a measure ' h'8 eicient the c'many eml'ys the res'urces under their c'ntr'l t' generate inc'me5 as sh'8n in the ta%le5 KFC has a 'siti-e return 'n assets and euity %ecause ' its r'ita%le 'erati'ns and its caital structure
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Quality management in Kentucky Fried Chicken (KFC) Malaysia.
Quality mana!m!nt $y$t!m in '+C
PERFORMANCE DIMENSION
DURABILITY DIMENSION
The gradig !" #a$eria%& ad re&!'re& i FC i& !#*%+ig ,i$h *er"!r#ae di#e&i! a& ,e%% a& "ried%ie&& - !'r$e&+ !"
FC0& D'rai%i$+ "!r $heir *r!e&&ig #ahie ("r+ig #ahie. '$e&i%&. "r!e #a$eria%&) are er+ i#*!r$a$ $! e e*$. &ie i$ de$er#ie&
AESTHETIC DIMENSION
PERCEIVED QUALITY DIMENSION
The ae&$he$i di#e&i! !&i&$ h!, $he %a+!'$ "ai%i$+. !'$%e$& %ea%ie&&. i$eri!r de&ig a& ,e%% a& $he
A& !, $ha$ FC i& ra$ied + 7SO 8999 ea'&e $heir &'&$aia%e 'a%ied 'a%i$+ !"
RELIABILITY DIMENSION
SERVICE ABILITY DIMENSION
The re%iai%i$+ i%'de& $he ai%i$+ !" FC0& #ahie $! e re%ia%e i$! er$ai *eri!d& (i"re'e+ !" read!,) ad $he "!!d &erie& are ,e%% d!e
CONFORMANCE DIMENSION Thi& i& $he #!&$ e&&e$ia% di#e&i! "!r FC0&'&$!#er &ie $hi& i& $agi%+ #ea&'re $he h!, ,e%%FC0& *r!d'$& &erie& !"!r# ,i$h
Source:
FC0& i& !&idered a& "a&$ had%er !" '&$!#er *r!%e# a!'$ $he &erie a& ,e%% a& *r!d'$ !#*%ai$&:
SPECIAL FEATURES DIMENSION The &*eia% "ea$'re& are #!&$%+ a!'$ FC0& addi$i!a% *r!d'$ ad &erie& ,hih are !;ered + FC i
Stevenson, W.J. Operations Management: An Asian Perspective, 2012. 6
Quality management in Kentucky Fried Chicken (KFC) Malaysia.
!%8i&! #uality mana!m!nt $y$t!m in '+C
CONVENIENCE CRITERIA
RESPONSIVENESS CRITERIA
COURTESY CRITERIA
TANGIBILITY CRITERIA
ASSURANCE CRITERIA
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Quality management in Kentucky Fried Chicken (KFC) Malaysia.
Quality assuran! " #ntr#l in $FC Quality c'ntr'l is a r'cess thr'ugh 8hich a %usiness seeks t' ensure that r'duct uality is maintained 'r imr'-ed and manuacturing err'rs are reduced 'r eliminated. Quality c'ntr'l reuires the %usiness t' create an en-ir'nment in 8hich %'th management and eml'yees stri-e 'r erecti'n. ;his is d'ne %y training ers'nnel5 creating %enchmarks 'r r'duct uality5 and testing r'ducts t' check 'r statistically signiicant -ariati'ns.
PRODUCT QUALITY ANAL YSIS Nutriti#nalQuality Cl!anlin!ssQuality Ra% Mat!rialsQuality Ut!nsilsus!& Quality C#'(lian!%it) HalalF#un&ati#n
RESTAURANT QUALITY* CHAMPS C#n!(t #+R!st# Quality Cl!anlin!ss #+Sanitati#n an& Faility Fri!n&lin!ssin S!r3i! Mana-!'!nt P!rs#nal Hy-i!n! an& E6ui('!nt
SUPPLIER QUALITY In*)#us! ins(!ti#nsan& #ntr#l* Ra%Mat!rials +r#' Aya'asQuality C#'(lian! %it) ,A$IM V!t!rinarian H!alt)L#-# ISO .//0 C!rti1ati#n
FOOD SAFETYCONTROL $FC HACCPPr#-ra' F##& Ha2ar&Pr!3!nti#nP)ysi al4Bi#l#-ial an& C)!'ial As(!tC#ntr#llinCritial C#ntr#lP#int Analysis $FCDaily
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Quality management in Kentucky Fried Chicken (KFC) Malaysia.
QUALITY IUE
CLEANLINESS QUALITY
CUSTOMER SERVICE ASPECT
DELIVERY AND LOGISTICS
FOOD QUALITY AND HYGIENE
PEST CONTROL MANAGEMENT
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Quality management in Kentucky Fried Chicken (KFC) Malaysia.
CLEANLINESS QUALITY
CUSTOMER SERVICE ASPECT
DELIVERY AND LOGISTICS
FOOD QUALITY AND HYGIENE
PEST CONTROL MANAGEMEN T
6Bel'8 standards
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ELA.ORATION O+ QUALITY IUE IN '+C
CLEANLINE: M'st KFC 'utlets ha-e allen 8ay %el'8 the standards 8hen it c'mes t'
cleanlinessand is characteri&ed %y distinct distasteul smell rather than the ar'ma ' reshly riendchicken. ;his hen'men'n is due t' reas'ns 'inted %el'8Gar%age ' the entire 'utlet is thr'8n either right 'utside 'r -ery near the entrancethere're causing reulsi'n in cust'mers entering the arena. KFC sees a high rate ' cust'mers e-ery h'ur5 8ith m're guests c'ming in 'r %reakast5 lunch 'r dinner m're 8ill %e the need t' maintain the l''rs and the %athr''ms due t' increased reuency ' guests.
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Quality management in Kentucky Fried Chicken (KFC) Malaysia.
M'st 'utlets cann't kee u 8ith the eual rate ' restaurant cleanliness 8hen thenum%er ' increase. Cl'ths used t' clean the ta%les are greasy and unkemt 8ith n' glasscleaner 'r ar'riate su%stitute used t' lighten the stench. se ' the same material '-er and'-er makes the ta%les 'ily and installs a sense ' arehensi-eness in the guest.
ER?ICE APECT:,tatistics ha-e sh'8n that e-ery 'rder takes minutes t' register and
an'ther 1minutes %e're its carried 'n t' the c'nsumer 8hile the c'metit'rs take . minutes t' take the 'rder t' the cust'mer. 0ml'yees ace r'%lems in understanding and r'-iding a %asic'rder 8ithin the time limit ' 8hat is c'nsidered ar'riate. Als'5 many guests ha-ec'mlained regarding the im'lite and inh'sita%le manner ' the sta and the time taken t'ser-e the guest 8hen the 'rder is n't as asked 'r gets late. 0ml'yees are kn'8n t' sh'8 helless attitude t'8ards the regular guest r'%lems. Dith the lack ' assi'n 'r ser-ing KFCmanagement has a l't t' 8'rk u'n 8hich must %e en'rced 'n 'll'8ing. Manager d'es n'ttake ar'riate measure t' 8in '-er the cust'mer in case a cust'mer issue arises.
+OO- QUALITY:As er the Quality assurance guide 'n the KFC age5 KFC has %een
ethically a8areand health c'nsci'us 8hen it c'mes t' setting its ''d menu in Malaysia. ;hey ha-e arrangeda %alanced regime 'ering salad7s and rice 8ith snack lates and 1##lus kinds ' drinksrather than high car%'nated s't drinks. ?'8e-er5 8ith increased a8areness regarding healthy''d 8ith least reser-ati-es KFC 'ten gets a demand 'r -egetarian 'r m're healthc'nsci'us r'ducts. ;here is an increasing demand 'r m're uriied 'il and additi'n ' m'rehealthy -ariety t' ch''se r'm. -ELI?ERY:Dith the tr'ical 8eather in the regi'n and high traic 9ams during eak h'urs
KFCdeli-ery struggles t' kee u 8ith the hindrances and deli-er n't 9ust the r'duct in time %uthigh standards and g''d8ill 8ith it.
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Quality management in Kentucky Fried Chicken (KFC) Malaysia.
PET:Dith all standards satisact'rily maintained 8ithin the 'utlet and e-ery measure taken
t' terminate ests there still ha-e %een a e8 cases re'rted regarding c'ckr'aches. ;his isdue t' the e:ternal area ar'und the 'utlet 8hich h'8e-er5 aects KFC7s reutati'n.
RECOMMEN-ATION
Quality 'ana-!'!nt (r#-ra' n!!&s t# 7! '#r!8 syst!'ati an& ust#'!r #ri!nt!&
Cl!anlin!ss
H!alt)y at'#s()!r!8 P!st #ntr#ls4 +ri!n&ly sta94 )#listi #ri!nt!& s st!'
ELA.ORATION O+ T>E RECOMMEN-ATION POINT
F'r Kentucky FriedChicken5 the c'many must %e a%le t' ensure that the r'ducts that they 'er are healthy andnutriti'nal5 s' as t' ensure als' that their gain cust'mer trust5 l'yalty and resect. KFC must als' gi-e im'rtance t' the management issues t' %uild a healthyatm'shere 'r their eml'yees t' 8'rk in ensuring %est uality and e:cellent ser-ice. ,incet'day7s generati'n is r'ne t' hyertensi'n induced %y ch'lester'l it must ri'riti&e inincluding healthy 'ti'ns in its menu %y adding m're resh r'ducts like ruits and -egeta%les. ;hey must als' cater t' the -egetarian market 8hich is a huge and neglected. 4astly5 %eing a retail 'utlet in a ast r'gressing and techn'l'gy aluent circumstances KFC 12
Quality management in Kentucky Fried Chicken (KFC) Malaysia.
must c'nsider in-esting in such techn'l'gy 8hich n't 'nly enhances c'nsumer satisacti'n %ut sells a mem'ra%le e:erience. ;he idea sh'uld %e t' make things hyer c'n-enient and meaningul in 'rder t' nurture a satisact'ry and enhancing cust'mer relati'nshi. KFC must aim at r'-iding n't 9ust the r'duct %ut an entire e:erience 8hich8ill %e share -ia s'cial media enc'uraging 'ne ' the guests7 riends t' 8alk d'8n the same ath in turn the KFC '%taining m're c'nsumers due t' %etter %asics such a uality5 cleanlinessand 'nline security5 hyer c'n-enience such as ease6'6sh'5 h'me deli-ery5 'nline aymentsand e:erience such as edutainment and digital engagement.
T*! $u%&! ' 'ur data is mainly deri-ed r'm the KFC gl'%al site and in Malaysia as 8ell
r'm the studies a%'ut management 'erati'n in KFC.
Limitatin
;he limitati'n ' this resentati'n is that the data is gathered thr'ugh sec'ndary meth'd 8hich is %y analysing the ress release and r'-ided in'rmati'n in theKFC7s 8e%site
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Quality management in Kentucky Fried Chicken (KFC) Malaysia.
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,te-ens'n5 D.<. Eerati'ns Management An Asian ersecti-e5 2#12.
'herty5
Allen5 ,. (1!$*).The Experience o cons!mer "ehavior in #igita$ mar%eting. Macmillan inass'ciati'n 8ith British Marketing ,'ci'l'gical Ass'ciati'n.Baharin5 .5 .
+shak / . +. (2#12). &actors 'n$!encing Operation Management App$icationin Ma$a(sia an# ASEA) aer resented at the r'siding erkem%angan engurusan dan0k'n'mi Ke%angsaan Malaysia ke @++5 Kuala 4umur.KFC Malaysia Eicial
4 888.kc.c'm.my KFC D'rld Eicial ,ite 888.kc.c'm (2$H2H2#15 13$) 4 httHHen.8ikiedia.'rgH8ikiHQualityIc'sts (1H3H2#15 112)
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