Critical analysis of the importance of Operations Management to the organization and how it has had an impact to the performance levels of the organization. Brief of KFC-Kentucky Fried Chicken Kentucky Fried Chicken a.k.a. KFC, is one of the leading fast food giants in the world. It is based in Louisville. It has been ranked third largest chain with more than 13000 outlets in more than 109 countries and serves approximately 12 million consumers every day. KFC is known for its original recipe for fried chicken, which is prepared using a blend of secret 11 herbs and spices (Buick, 1982). They are operating in an industry which is based on quick service and delivery to its consumers. They have managed to curtail the service time by more than 50% and improved the productivity of its employees. This helped them to outperform others and yield higher profits and sales figures (Fitzsimmons, Fitzsimmons and Bordoloi, 2014). They aim at providing continued superior service whilst non-stop improvement. It is highly crucial for them to improve the efficiently of their entire operation so as to be able to serve customers as quickly as possible. To achieve this, they have focused on all aspects, such as facility layout, quality management, total costs and infrastructure to match up with the desires and need of its consumers. i
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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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Journal of The Community Development in Asia
A fast-food restaurant, commonly known as a quick-service restaurant (QSR) in the business, is a type of eatery that specializes in fast food and offers limited table service. In the food sector, customer satisfaction and good feedback are the most important thing. Each company also has its main power source to maintain business. The goal of this study is to find how service quality can affect customer satisfaction. This study used a service quality model which is Servqual as a guide in determining customer satisfaction. The researchers chose Kentucky Fried Chicken (KFC) Restaurant in Malaysia for this case study. KFC Restaurant has many competitors in the fast-food restaurant industry. The solution to these issues is to develop ways to increase service quality and customer satisfaction.
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In the food industry, it is important for an organization to leverage their customer's satisfaction and this can be achieved through superior customer service. The goals of this study were to investigate the causes and problems faced by the selected restaurant and to provide suggestions on how to improve the slow customer service based on the numerous domains of operations management. A local restaurant in Kuching (M alaysia) was selected for the case study. Slow customer service has been identified as the main problem. The causes of this problem were identified and classified into four categories which involved people, environment, equipment/materials and method/procedure. This study also offered ways to improve its operational performance and overcome the problem of poor service operations. The alternatives offered include (1) Quality Function Development which helped in determining what will satisfy the customers and where to put the quality effort, (2) Total Quality M anagement (TQM), (3) process focus which uses service blueprint to strengthen the interaction between customers and the restaurant, (4) layout , (5) human resource management, (6) practice of good supply chain management , and (7) maintenance to get the most benefits and trouble-free services out of the restaurant equipment by performing regular maintenance. This paper hopes to provide relevant insights for service quality and customer satisfaction improvement for restaurant service operations.
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Restaurants' primary objective is to provide comfort and satisfaction to guest without compromising the operational efficiency of the business. This research aimed to determine the operational efficiency and customer satisfaction of restaurants as a basis for business operation enhancement. Specifically to determine the operational efficiency of the restaurant in terms of kitchen operations and dining operations and the level of customer satisfaction of the restaurant business in terms of: Product, Policies, People, Processes and Proactivity as well as the problems encountered by the restaurant in their operation and customer service. Descriptive research design was used with managers and customers as respondents of the study. It was concluded that majority of the restaurants are operating for more than a year with sufficient number of employees having enough seating capacity that accommodate large volume of customers. Restaurants are efficient on the aspect of kitchen and dinin.
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International Journal of Applied Business and International Management
