Beruflich Dokumente
Kultur Dokumente
KOTA, RAJASTHAN
A REPORT
ON
TQM Survey
Of
Kentucky Fried Chicken (KFC)
SUBMITTED TO:-
SUBMITTED BY:-
Ishpreet Kaur
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K10608
BBA (honors).
Table of Contents
1.
2.
3.
4.
Executive Summary
About the Company
Quality Control
Quality Control @ KFC
Introduction
Quality System Management.
TQM Practices at various levels
a) Human Resource.
b) Marketing
c) Production
d) Operations
5. Conclusion
6. Findings/Learning.
7. Bibliography.
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Executive Summary
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This report is commissioned to examine the Quality aspects of the Kentucky Fried
Chicken. It provides an analysis and evaluation of the factors affecting the
maintenance of the total quality in the working of the organization. The quality
standards set, the working structure as per the quality standards and many more
aspects.
The research draws an attention to the Quality Control department of the
company. In what manner the quality is implemented, how the quality standards
are set and in which method they are being used and how much successfully they
are currently working in the proper functioning of the organization.
The report finds the companys current quality control plan, its structure, its
current working conditions and its loopholes. The major weaknesses of the system
are also listed which requires further investigation for the development of the
plans.
INTRODUCTION:-
Kentucky Fried Chicken (KFC) is a fast food restaurant chain that specializes
in fried chicken and is headquartered in Louisville, Kentucky, in the United
States. It is the world's second largest restaurant chain (as measured by sales) after
McDonald's, with 18,875 outlets in 118 countries and territories as of December
2013. The company is a subsidiary of Yum! a restaurant company that also owns
the Pizza Hut and Taco Bell chains.
KFC was founded by Harland Sanders, an entrepreneur who began selling fried
chicken from his roadside restaurant in Corbin, Kentucky, during the Great
Depression. Sanders identified the potential of the restaurant franchising concept,
and the first "Kentucky Fried Chicken" franchise opened in Utah in 1952. KFC
popularized chicken in the fast food industry, diversifying the market by
challenging the established dominance of the hamburger. By branding himself as
"Colonel Sanders", Harland became a prominent figure of American cultural
history, and his image remains widely used in KFC advertising. However, the
company's rapid expansion saw it overwhelm the ageing Sanders, and in 1964 he
sold the company to a group of investors led by John Y. Brown, Jr. and Jack C.
Massey.
KFC was one of the first fast food chains to expand internationally, opening
outlets in Canada, the United Kingdom, Mexico, and Jamaica by the mid-1960s.
Throughout the 1970s and 1980s, KFC experienced mixed fortunes domestically,
as it went through a series of changes in corporate ownership with little or no
experience in the restaurant business. In the early 1970s, KFC was sold to
the spirits distributor Heublein, who were taken over by the R.J. Reynolds food
and tobacco conglomerate, who sold the chain to PepsiCo. The chain continued to
expand overseas however, and in 1987 KFC became the first Western restaurant
chain to open in China. The chain has since expanded rapidly in China, which is
now the company's single largest market. PepsiCo spun off its restaurants division
as Tricon Global Restaurants, which later changed its name to Yum! Brand.
KFC's original product is pressure fried chicken pieces, seasoned with Sanders'
recipe of 11 herbs and spices. The constituents of the recipe represent a
notable trade secret. Larger portions of fried chicken are served in a cardboard
"bucket", which has become a well-known feature of the chain since it was first
introduced by franchisee Pete Harman in 1957. Since the early 1990s, KFC has
expanded its menu to offer other chicken products such as chicken fillet burger
sand wraps, as well as salads and side dishes, such as French fries and coleslaw,
desserts, and soft drinks, the latter often supplied by PepsiCo. KFC is known for
its former and current slogan "Finger Lickin' Good", which was replaced by
"Nobody does chicken like KFC" and "So good" in the interim.
consistent
service.
SWOT ANALYSIS:Strengths:
Weakness:
Opportunity:
Threat:
PRODUCTS:7
The
frying
oil
varies
regionally,
and
versions
used
include sunflower, soybean, rapeseed and palm oil. A KFC executive stated that
the taste of the chicken will vary between regions depending on the oil variety
used, and whether the chicken has been corn-fed or wheat-fed.
As well as its core chicken on the bone offering, KFC's major products include
chicken burgers (including the Zinger and the Tower burgers); wraps ("Twisters"
and Box masters and a variety of finger foods, including crispy chicken strips
and hot wings. Popcorn Chicken is one of the most widely available KFC
products, and consists of small pieces of fried chicken. In some locations, chicken
nuggets are also sold.
KFC adapts its menu internationally to suit regional tastes, and there are over
three hundred KFC menu items worldwide. Some locations, such as the UK and
the US, sell grilled chicken. IN predominantly Islamic countries, the chicken
served is halal. In Asia there is a preference for spicy foods, such as the Zinger
chicken burger. Some locations in the US sell fried chicken livers and gizzards. A
small number of US outlets offer an all-you-can-eat buffet option with a limited
menu.
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11 HERBS AND SPICES:Sanders' Original Recipe of "11 herbs and spices" is one of the most famous trade
secrets in the catering industry. The recipe is not patented, because patents
eventually expire, whereas trade secrets can remain the intellectual property of
their holders in perpetuity.
A copy of the recipe, signed by Sanders, is held inside a safe inside a vault in
KFC's Louisville headquarters, along with eleven vials containing the herbs and
spices. To maintain the secrecy of the recipe, half of it is produced by Griffith
Laboratories before it is given to McCormick, who add the second half.
Quality Control
Quality Control is a process through which a business seeks to ensure that product
quality is maintained or improved and manufacturing errors are reduced or
eliminated. Quality control requires the business to create an environment in
which both management and the employee strive for perfection. This is done by
training personnel, creating benchmarks for product quality and testing products
to check for statistically significant variations.
Quality control emphasizes testing of products to uncover defects and reporting to
management who make the decision to allow or deny product release,
whereas quality assurance attempts to improve and stabilize production (and
associated processes) to avoid, or at least minimize, issues which led to the
defect(s) in the first place.
A major aspect of quality control is the establishment of well-defined controls.
These controls help standardize both production and reactions to quality issues.
Limiting room for error by specifying which production activities are to be
completed by which personnel reduces the chance that employees will be
involved in tasks for which they do not have adequate training.
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INTRODUCTION:
Quality Control at KFC is started from the chain of supply of all the raw materials
whether the raw materials are taken from local manufacturer or the imported
manufacturer resources. There are several prominent and essential programs of
Quality Control and Quality Assurance which are conducted at KFC.
specialist all over the globe. KFC target the Asia and east side
because they observe that they people are like the chicken
products, so they enter in the market due to the demand of their
chicken products. KFC product variety of product in the
chicken, those products are:
Hot wings.
Chunky Chicken.
Hot n Saucy Chicken.
Chicken Nuggets.
Chicken Popcorn.
Roasted Bucket.
Brownies.
Shakes.
Ice Creams.
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are to be looked in while performing the tasks during the working hours.
The following segments are:
a) RESTAURANT QUALITYThe main attributes of the KFC restaurant excellence are
CHAMPS being followed in the organization:
C- Cleanliness.
H- Hospitality.
A- Accuracy.
M- Maintenance.
P- Product Quality.
S- Speed of Service.
A field service team of QA personnel (also known as CHAMPS
recognition specialist) to conduct regular evaluation in each
and every KFC restaurants throughout the country.
b) MYSTERY DINERSAt KFC, customer program known as CHAMPSCHECK evaluates
customer experience in restaurants. A surveillance company is
appointed to check against the CHAMPS concept. Every restaurant
is subjected to a visit by a mystery customer and the dine in/ take
away experience is evaluated and scored. Minimum standards set
as passing of the program are 90%.
c) MAINTANENCEAt KFC, every restaurant is checked by trained inspectors at least
every 12 week and the mystery diners evaluate the quality in each
restaurant every 4th week.
In this way, Feedback taken away from evaluation is used for
continuous improvement in the working conditions of the
restaurant and the quality check is revised.
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Conclusion
KFC is a profitable and successful venture. It has been accepted and appreciated
worldwide. It is performing very well in its functions and completely fulfilling all
the basic responsibilities of the working.
Due to its irresistible service and finger lick in good taste it is flourishing widely
with its branches each doing commendable business.
The ultimate purpose of this report was to ascertain the quality aspect of
operations within KFC and the quality is maintained in each and every stage of
the operations. Hygiene, Health and Service is placed more motto than the
profitable ventures.
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Findings/Learning
1. The report gave the real scenario of the Quality control practices being
implemented in the company.
2. The quality aspects which are to be listed before setting the standards are
illustrated and known.
3. The food standards and the health related issues with the fats food selling
companies are known in the research.
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Bibliography
WEBSITES:
www.scribd.com
www.wikipedia.com
www.ukessays.com
MAGAZINES:
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