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Practices of total quality management in KFC

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Practices of total quality management in KFC

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TQM is the act of improving and monitoring the excellence of product or service which is produced. Many organizations around the world apply TQM for competence and better service hence TQM completion is necessary and important. TQM is the new trend for organization environment and is not only for mechanical industry, manufacturing industry but also service industry like KFC.
Here we have chosen the company, KFC, to analyze its TQM practices.

TQM is the act of improving and monitoring the excellence of product or service which is produced. Many organizations around the world apply TQM for competence and better service hence TQM completion is necessary and important. TQM is the new trend for organization environment and is not only for mechanical industry, manufacturing industry but also service industry like KFC.
Here we have chosen the company, KFC, to analyze its TQM practices.

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Practices of total quality management in KFC

  1. 1. WELCOME TO THE PRESENTATION Course : Total Quality Management Course Code: MGT-414
  2. 2. GROUP NO: 02 SL NAME ID NO 1 MD. SHOURAV TALUKDER 16 MGT-006 2 RAMISAANNAN (GL) 16 MGT-007 3 TASNUBA BINTE MAHTAB 16 MGT-008 4 BIVASH KUNDU 16 MGT-009 5 SAGAR KUMAR 16 MGT-010
  3. 3. Total Quality Management Practices in KFC
  4. 4. TOTAL QUALITY MANAGEMENT • TQM is the act of improving and monitoring the excellence of product or service which is produced. Many organizations around the world apply TQM for competence and better service hence TQM completion is necessary and important. • Here we have chosen the company, KFC, to analyze its TQM practices.
  5. 5. BACKGROUND OF THE COMPANY KFC is the world largest and most well known chicken restaurant chains with more the 10 thousand locations worldwide. • Full Form: “Kentucky Fried Chicken” • Founder: “Colonel Harland Sanders” • Founded: March 20, 1930; 89 years ago, North Corbin, Kentucky. • Headquarter: Gardiner Louisville, Kentucky, US. • No. of location: 22,621 in 136 countries. • Income: US $23 billions. • Employees: More then 200 thousand in all over the world. • CEO: Roger Eaton • Parent Organization: Yum! Brands
  6. 6. KFC MISSION, VISION & VALUES KFC Mission Statement To serve finger lickin' good food to all the customers! KFC Vision Statement To be the leading integrated food services group in the ASEAN region delivering consistent quality products and excellent customer-focused service.
  7. 7. PRODUCTION PROCESS OF KENTUCKY FRIED CHICKEN (KFC) • Step 1: Prepare the breading mixture, which includes flour, salt, milk, egg powder, and all of the Colonel's original secret seasoning. • Step 2: Dump out the chicken and inspect for defects. For example, any chicken that has part of a bone broken off or that looks bruised in some way would be discarded. • Step 3: Dip the chicken in cold water for seven seconds to ensure that the breading will stick to the chicken. The water needs to be swapped out after every batch of chicken. • Step 4: After the seven-second dip, let the chicken drip dry for seven seconds. The number seven is a big one in KFC lore.
  8. 8. PRODUCTION PROCESS OF KENTUCKY FRIED CHICKEN (KFC) CONTINUED… • Step 5: Dump the chicken into the breading, lifting and folding it in the seasoning seven times. • Step 6: Scoop the chicken into a basket, shaking off the excess breading with a sea- saw motion. • Step 7: Rack the chicken, arranging it on the tray jigsaw-style to better fit all the pieces. Tips of wings are folded underneath, to prevent burned ends. • Step 8: Stack the racks and place them in a pressure fryer for 25 minutes. After 25 minutes, the chicken is ready to eat.
  9. 9. PROCESS LAYOUT Customer Place Order Raw Material Cook Assemble Finished Goods Deliver Customer Place Order Raw Material Cook W.I.P Assemble Deliver KFC Old Process Layout: KFC Modern (New) Process Layout:
  10. 10. DIMENSION OF QUALITY MANAGEMENT IN KFC • Performance Dimension: Since KFC is a restaurant business, the grading of materials and resources in KFC is complying with performance dimension. • Aesthetic Dimension KFC company design how the layout facility, outlets cleanliness, interior design as well as the food packaging to satisfy every individual’s personal preference. • Reliability Dimension The reliability includes the ability of KFC’s machine to be reliable into certain period and the food services are well done by right people. • Conformance Dimension This is the most essential dimension for KFC’s customers since this is tangibly measure how well KFC’s products and services conform with customer delight and expectations.
  11. 11. DIMENSION OF QUALITY MANAGEMENT IN KFC CONTINUED… • Durability Dimension KFC’s durability for their processing machine such as frying machine, frozen materials are very important to be kept, since it determines their quality of maintaining their capitals. • Perceived Quality Dimension KFC is ratified by ISO 9000 because their sustainable qualified quality of product and services which they provide. • Serviceability Dimension KFC is considered as fast handler of customer problem about the service as well as product complaints. They do provided customers feedback via online and the speed for respond is fast and effective.
  12. 12. TOTAL QUALITY MANAGEMENT TECHNIQUES USED IN KFC 1. Continuous improvement: Kentucky Fried Chicken’s quality management program stresses continuous improvement to processes, employee empowerment and training of staff to use quality management tools and methods. 2. Benchmarking: It is the practice of comparing business processes and performance metrics to best industries and best practices with other companies. KFC usually does its benchmarking activities with companies like burger king, McDonalds Subway, Starbucks etc. 3. Employee involvement: To make employees work better, employee has to be engaged properly. 147 employees of KFC agree that company provides attractive opportunities for growth and improvement.
  13. 13. TOTAL QUALITY MANAGEMENT TECHNIQUES USED IN KFC CONTINUED.. 5. Six Sigma: By using Six Sigma the KFC management has identifying and measuring the processes of their organization before the work is done. 6. ISO 9001: As the ISO certification is maintain for certain period and will be reviewed from time to time, there is no need to qualify again and again the same process. As KFC has a reputable certification, there is no need for customer to request additional audits to be carried on. 7. JIT Model: As KFC company follows JIT model it allows the company to keep up to date with customer demands and new technologies. It uses JIT as it is seen as a more cost efficient method of holding stock. 8. Fishbone Diagram: KFC Company uses fishbone diagram when identifying possible causes for a problem especially when a team’s thinking tends to fall into ruts.
  14. 14. MEASURES TAKEN TO IMPLEMENT TQM IN KFC  Commitment by senior management and all employees  Meeting customer requirements  Reducing development cycle times  Improvement teams  Reducing product and service costs  Systems to facilitate improvement  Line management ownership  Employee empowerment  Recognition and celebration  Focus on processes or improvement plans
  15. 15. RECOMMENDATIONS • To integrate their total quality management program to be more systematic and customer centric. • KFC quality management is that the provision of the fresh broiler chicken with high quality from certified poultries. • Start doing Control Chart because control chart is about how a process for producing their foods change over time in their quality management. • The teams need to do brainstorming to generate ideas for reducing hang time. From the basics of quality management, the employees were the best sources of specific improvement ideas and for implementing them in individual restaurants.
  16. 16. RECOMMENDATIONS CONTINUED.. • The trained service teams conduct regular inspections which include night treatment after operation hours and also provide follow-up checks during operation hours whenever needed, in every restaurant. There is a detailed checklist to ensure that no steps are missed. • Doing the PEST Control. Each PEST control company will present periodic trend reports of PEST activity to the management for corrective actions and remedy. • Due to the encouraging conditions in the tropical climate, PEST control is indeed a challenge. However, we relentlessly continue to maintain our standards and have engaged reputable pest control companies to assist us in this matter.
  17. 17. CONCLUSION • KFC is a renowned 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 with the help of TQM tools. TQM principles must be supported at all levels of the organization or company as to be effective in improving quality from the lowest-level hourly. KFC uses the TQM techniques in effective manner. .
  18. 18. THANK YOU!

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