KFC

QUALITY MANAGEMENT ISSUES

In this presentation about Kentucky Fried Chicken (KFC) we are going to talk about the
management of quality, total quality management and quality control as well as the
elaboration toward KFCs quality assurance. We are also going to present which models of
quality management are applied in KFCs.
Introduction
KFC is a Malaysian institution, leading the fast-food market since late 1970s. In fact many in
Malaysia think of KFC as a local brand and not one from Kentucky. Since its launch the
brand has always enjoyed a youthful and forward-looking reputation. But in recent times,
with the aggressive approach of younger, urban, seemingly more exciting competitors, KFC
is losing its young consumers. KFC is the largest and most famous brand in quick service
restaurants of the fast food industry Malaysia. The firm opened its first outlets in Jalan Tungu
Abdul Rahman in 1973. Today the firm boasts 390 restaurants nationwide and controls 35%
market share of the fast food industry in Malaysia.
Revenue increased by 8.7% to RM 1,304.7 mil (2011: RM 1,200.2 mil) with the addition of
18 new restaurants during the last 12 months which increased the store count to 547
restaurants at the end of September 2012. Profit before tax increased by 5.9% to RM 157.3
million (2011: RM 148.6 mil) due to the higher sales but profit margin was affected by cost
pressures arising from higher food cost, electricity cost and transport cost.

Quality management system in KFC

PERFORMANCE
DIMENSION

DURABILITY
DIMENSION

AESTHETIC DIMENSION

PERCEIVED QUALITY
DIMENSION

RELIABILITY
DIMENSION

CONFORMANCE
DIMENSION

SERVICE ABILITY
DIMENSION

SPECIAL FEATURES
DIMENSION

Service quality management system in KFC

CONVENIENCE
CRITERIA

RESPONSIVENESS
CRITERIA

COURTESY CRITERIA

TANGIBILITY CRITERIA

ASSURANCE CRITERIA

Quality assurance & control in KFC

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 employees
strive for perfection. This is done by training personnel, creating benchmarks for product
quality, and testing products to check for statistically significant variations.

PRODUCT QUALITY
ANALYSIS
Nutritional

Quality

Cleanliness

Quality

Raw Materials
Quality
Utensils

SUPPLIER QUALITY
In-house inspections
and controlRaw
Materials from
Ayamas
Quality
Compliance with JAKIM

used Quality
Veterinarian Health

RESTAURANT QUALITYCHAMPS
Concept of
Quality

Resto

Cleanliness of
Sanitation and Facility
Friendliness
in
Service Management
Personal Hygiene and
Equipment

FOOD SAFETY
CONTROL
KFC HACCP

Program

Food Hazard
Prevention
Physical,
Biological and Chemical
Aspect
Controlling
Critical Control
Analysis
KFC

Point

Daily operation

QUALITY ISSUES

CLEANLINESS QUALITY

CUSTOMER SERVICE
ASPECT

DELIVERY AND
LOGISTICS

FOOD QUALITY AND

HYGIENE

PEST CONTROL
MANAGEMENT

RECOMMENDATIONS

Quality management
program needs to be
more: systematic
and customer
oriented

Cleanliness

Standardization of
quality of chicken in
terms of halal point

The source of our data is mainly derived from the KFC global site and in Malaysia as well
from the studies about management operation in KFC.
Limitation
The limitation of this presentation is that the data is gathered through secondary method
which is by analysing the press release and provided information in the KFCs website

References
Stevenson, W.J. Operations Management: An Asian Perspective, 2012.Jacobs, Chase,
Aquilano.2012. Operations and Supply Management by McGrawHill, 2011Suri,
Rajan (1998a), Quick Response Manufacturing. A Companywide Approach
to ReducingLead Times, Productivity Press.McGraw-Hill, 9th Edition 2010. Doherty,
Jacqueline (12 May 2008).
Allen, S. (1986). The Experience of consumer behavior in digital marketing.
Macmillan inassociation with British Marketing Sociological Association.Baharin, N., Y.
Ishak & R. I. (2012). Factors Influencing Operation Management Applicationin Malaysia
and ASEAN Paper presented at the Prosiding Perkembangan Pengurusan danEkonomi
Kebangsaan Malaysia ke VII, Kuala Lumpur.KFC Malaysia Official
URL: www.kfc.com.my KFC World Official Site www.kfc.com (28/2/2015, 15:38)
URL: http://en.wikipedia.org/wiki/Quality_costs (1/3/2015, 11:42)