BTMP 2233 Quality Management

1.0 Acknowledgement
We would like to express our greatest appreciation to those who have helped
and supported us throughout our report with the title, Quality Management of Kentucky
Fried Chicken (KFC) in our Quality Management subject. We are very grateful to our
lecturer, Dr. Mohd Syaiful Rizal Bin Abdul Hamid for his continuous advice, support
and guidelines for our report, from initial simple advices through ongoing advice and
encouragement on how to complete our report.
A significant thanks goes to every group members who’ve helped each other in
completing the report, and exchanging our ideas and thoughts in our report with easier
and more accurate ways to present our research on our report.
We would also like to wish a very sincere thank you to our parents for their
continuous support and encouraged us to complete this report. Their moral support to
us is our motivation to complete this report fully in this limited time given.

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BTMP 2233 Quality Management

2.0 Company Profile of KFC

2.1 KFC Restaurant in Malaysia

The first KFC restaurant in Malaysia was established in 1st January in 1973 on Jalan
Tunku Abdul Rahman according to ''Malaysia Fact book". Today there are more than
500 KFC Restaurants nationwide and still counting. Great tasting chicken has become
synonymous with KFC and has been enjoyed by Malaysians ever since. In fact, KFC
Malaysia has developed a distinctive Malaysian personality of its own.Malaysia is
strictly toward the quality management and Halal policy presence in KFC’s Malaysia.

2.2 KFC Restaurant in Melaka

Our group had conducted an analysis on KFC at Batu Berendam which located at No.
35, Jalan BBP 1 Taman Batu Berendam Putra 75350 Melaka to further understand
about the quality management of KFC. .

Below are principles of KFC:

(1) Our Passion:

“To satisfy our customers every time they visit our restaurants and to doit better
than our competitors”.
(2) Our Formula for Success:
“People capability comes first - satisfied customers and profitability follow”.
(3) How We Lead:
“Know and drive the business, and build and align teams”.
(4) How We Win:
“Be the best at providing customers with branded restaurant choice and branded
products”.
(5) How We Work Together:
“Our leadership principles”.

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3.0 Research Summary

Questions:

1. What are the main dimension of Quality Management in KFC?

2. Which area will be your company focus on in doing quality analysis
3. What do you do to improve the quality of the product or services?
4. What are the techniques or tools do you used in improving the quality?
5. Why do you think your product is in very good quality?
6. What is the difficult part in order to improve your quality management?
7. What is your plan to do to improve your quality of product?
8. Where do you get the idea to improve the quality of your product?
9. Is the quality of product or services, or quality of management in the company
most important?

3.1 Dimension of Quality Management in KFC

Eight dimensions of product quality management can be used at a strategic level to

analyze quality characteristics by Garvin: Managing Quality (1988). Through
understanding the trade-offs desired by the customers among these dimensions can help
build a competitive advantage to company. Dimension of quality management in KFC
World as well as KFC Malaysia plays essential and prominent role to assure the quality
of KFC to be ratified and endorses as qualified as possible by the customers as well as
their accreditors. There are eight main dimensions of quality management in KFC
which will be conveyed as follows:

Performance Dimension

Performance refers to a product’s primary operating characteristics. Since KFC as a

restaurant business, the grading of materials and resources in KFC is complying with
performance dimension. Besides, friendliness and courtesy of the sales personnel,
officers and waiters are also important to support the brand.

Aesthetic Dimension

Aesthetics is the subjective dimension indicating the kind of response a user has to a
product. Thus, KFC company design how the layout facility, outlets cleanliness,

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interior design as well as the food packaging to satisfy every individual’s personal
preference.

Reliability Dimension

Reliability is the likelihood that a product will not fail within a specific time period.
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. KFC will provide training for every
franchisor and carry out periodic checking the status of machines.

Conformance Dimension

Conformance is the precision with which the product or service meets the specific
standard. This is the most essential dimension for KFC’s customers since this is
tangibly measure the how well KFC’s products and services conform with customer
delight and expectations. Thus, normally survey will carry out to evaluate the
performance.

Durability Dimension

Durability measures the length of a product’s life. 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

Perceived Quality is the quality attributed to a good or service based on indirect

measures. KFC is ratified by ISO 9000 because their sustainable qualified quality of
product and services which they provide. Thus, ISO 9000 could continuously support
KFC perceived quality dimension.

Serviceability Dimension

Serviceability is the speed with which the product can be put into service when it breaks
down, as well as the competence and the behaviour of the serviceperson. KFC’s 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.

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3.2 Product Quality Analysis

KFC Nutritional Data Analysis
Product Name Avera Energ Carbo Protei Total MUF PUFA Sat. Sodiu
ge y hydra n (g) Fat A (g) (g) Fat m (g)
Portio (kcal) te (g) (g) (g)
n
Fiery Grilled
Drum Pc 77.3 g 131.7 0.52 19.43 5.77 2.78 1.30 1.69 0.61

Popcorn Chicken
64 g 273.4 20.45 11.67 16.10 7.04 1.94 7.04 0.63
Chicken Snacker 105.3
257.5 31.61 12.68 8.93 3.03 3.12 2.78 0.50
g
Hot & Crispy 91 g 246.0 7.68 17.83 16.00 7.43 2.48 6.08 0.51
Chicken -
Drum pcs
Hot wings 110
g- 342.3 8.44 25.48 22.96 9.93 4.56 8.46 1.08
3 pcs
Boneless 138
Chicken Strips g-3 353.7 16.93 32.14 17.48 6.86 3.30 7.31 0.76
pcs)
Chicken Zinger
Burger 195.8
463.0 42.63 25.20 21.30 7.56 7.15 6.60 0.97
(without cheese g
)
Toasted Twister 204 g 455.1 59.41 19.66 15.42 5.37 4.10 5.96 1.26

Above data briefly show the nutrition of the food sold by KFC. KFC always ensure
their food nutrition by ensuring the combination of food contain balancing diet
according to human need.

Raw materials

KFC use top quality raw materials from reputable suppliers like Ayamas Region Food.
Ayamas is monitored closely by Department of Veterinary Service and has obtained
the VHM (Veterinary Health Mark) Logo. It is also an ISO 9001 certificated company.
All Ayamas chickens are slaughtered by personal certified by Jabatan Agama Islam
Selangor to ensure Halal procedures are met. All raw materials supplier are also
required to submit a statutory declaration to confirm that they comply with Halal
requirements in relation to the manufacturing process, storage and transportation of
product supplied.

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Compliance with Halal Foundation

Halal food is food that complies with Islamic Law or Shariah. Halal stipulates that food
consumed to be:

- Derived from animals that are permissible and slaughtered according to Islamic
Law.
- Free from any forbidden parts of animal origin
- Free from anything regarded as filth under Islamic law
- Hygienic
- Not harmful to health
- Imported Products
All imported products are certified Halal by the Islamic authorities in the source country
in order to meet and comply with the legislation of the Islamic countries where only
Halal products are permitted for import.

Compliance with JAKIM (Department of Islamic Development Malaysia)

JAKIM Malaysia issues one council which regulates about the halal products and foods
presence in Malaysia. The council is called QSR Brands Shariah Advisory council
which strictly and stringently monitors the overall flow and chain of halal food and
product manufacturing processes to assure and ensure the Halal compliance with
JAKIM’s Halal Certification Regulation.

There are two way of controls that assure the Halal compliance of locally manufactured
products by conducting Internal Control and External Certification. The internal
controls must ascertain that all of KFC’s products in Malaysia must conform to Halal
requirements, apart from obtaining Halal Food Certification for KFC’s internal
operations. Internal controls of the raw materials procurement, manufacturing,
packaging, storage, transportation and utensils.

The Halal Certification Process - Locally-Manufactured Products by JAKIM

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Halal Compliance Control in KFC’s Manufactured Imported Products

3.3 Supplier quality analysis of KFC

Suppliers’ performances are constantly monitored through regular submission of
quality reports. KFC food technologists also conduct quarterly QA evaluations on their
in-house suppliers.

They use top quality raw materials from reputable suppliers such as Nestle, UBF, Kerry
Ingredients, LambWeston, Simplot, McCain and Jomalina, as well as from their in-
house suppliers such as Ayamas, Region Food, KFC Bakery and KFC Commissary.

KFC chicken supplier Ayamas is monitored closely by Department of Veterinary

Service and has obtained the VHM (Veterinary Health Mark) Logo. It is also an ISO
9001 certified company. All Ayamas chickens are slaughtered by personnel certified
by Jabatan Agama Islam Selangor to ensure Halal procedures are met.

In house inspection and control of KFC

Inspection:

It is mean of ensuring that an operation of producing at the quality level expected. Its
goal is to detect a bad process immediately.

When and where to inspect:

Deciding when and where to inspect depends on the type of process and the value added
at each stage. Inspection can take place at any of the following points, such as:

 At the supplier’s plant while the supplier is producing.

 At the facility upon the receipt of good from the supplier.
 Before costly.
 Before delivery to the customer and at the point of customer contact.

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 During the step by step production process.

 When production or service is complete.

Quality control begins from the supply of all the raw materials. KFC conduct an annual
supplier audit, namely the STAR Audit, which is a YUM proprietary programme,
similar in many ways to the ISO approach. The STAR Audit comprises two versions;
the Food Safety and the Quality Systems Audits. The STAR Audit is either conducted
by a third party international auditing company appointed by YUM or our very own
team of professional food technologists from the KFC Quality Assurance Department.

ISO 9001 certification

ISO 9001 is the registrar and international standard requirement for management
systems implemented by any organisation and sector of activity. It is applying for the
processes that an organisation employs to realise its products or services by
accomplishes its work and meets the customers’ requirements. ISO 9001 does not deal
with product or service quality issues. ISO 9001 is all about management of processes
and procedures.

Veterinarian health logo

Veterinary Health Mark Logo

KFC chicken supplier Ayamas is monitored closely by Department of Veterinary

Service and has obtained the VHM (Veterinary Health Mark) Logo. It is also an ISO
9001 certified company. All Ayamas chickens are slaughtered by personnel certified
by Jabatan Agama Islam Selangor to ensure Halal procedures are met.

KFC VETERINARY INSPECTED LOGO AYAMAS LOGO

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Food Safety Quality in KFC HACCP Programme

KFC established a Hazard Analysis Critical Control Point (HACCP) Programme for
KFC restaurants. HACCP is a management system for the assurance of food safety. The
process includes identifying, evaluating and controlling hazards i.e. physical, biological
and chemical to ensure food safety. It is applied from receiving of raw materials at their
restaurant until serving to customers. KFC KLCC has been audited and certified by a
reputable certification body since 2005. All the established Critical Control Points
(CCPs) are included in their Daily Operations Checklist which is used by all the KFC
restaurants in the country.

KFC HACCP Logo

3.4 Restaurant Quality Analysis

Personal hygiene

KFC Malaysia daily operations manual clearly highlights each step of the sanitation
procedure to ensure strict compliance to the KFC requirement. Each staff has to
undergo the Food Handler’s Course conducted internally by KFC which is recognized
by the Ministry of Health. KFC Malaysia have implemented a hand washing procedure
to ensure each staff washes his/her hands at least once every hour and whenever
necessary. The procedures include wetting hands first, then rubbing the hands together,
fingers between fingers, around the wrist and up to the elbow with liquid antibacterial
hand soap, for 30 seconds. Then the hands are rinsed with clean water under the hands-
free tap, and dried with single-use paper towels. No bare hands are allowed to touch
any finished products. Instead, KFC constantly stress on the importance of using
disposable gloves, sanitized scoops or tongs. All KFC restaurant teams including
managers are immunized against Typhoid upon employment. Besides, the product
safety is also very important for KFC. KFC took their products well above the minimum
temperature recommended by WHO. KFC has developed standards procedure that

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would minimize risk of cross contamination between raw and products that ready to eat.
KFC provide information on then nutritional values of KFC products to assist
customers on planning a wholesome and balanced meal.

CHAMPS Concept

The main attributes for KFC restaurant excellence are CHAMPS. C is for clean
restaurants, to provide clean environment for customers having their meals. H is for
hospitable employees, to provide greet and serve customers always with a smile. A is
for accurate orders, to provide accurate order as possible as to prevent bad impression.
M is for maintained facilities, to provide nice looking restaurant on the inside and the
outside, being sure the lights work and the building is in good repair. P is for product
quality, to provide hot and fresh product to customers. Last, S is for speed of service,
to provide as fast as possible service and product to customers. CHAMPS Recognition
Specialist conducts regular evaluations in every KFC restaurants throughout the
country. The evaluation covers all aspects of CHAMPS including the cleanliness and
sanitation of the premises and equipment, personal hygiene, hospitality as well as the
friendliness in service, accuracy in the serving order, good maintenance, product quality
standards and speed of service. For example, every KFC restaurants throughout the
country used the CHAMPS Concept to ensure the food served to customers is fresh and
safe. KFC cook their products well above the minimum temperature recommended by
WHO. KFC have developed standard procedure that would minimize risk of cross
contamination between raw and ready-to-eat products. Besides, KFC provide also
information on the nutritional values of KFC products to assist their customers in
planning a wholesome and balanced meal. For frying all of their products, we use non-
hydrogenated palm oil that contains insignificant amount of trans fat and it is 100%
cholesterol free. The CHAMPS Concept makes the KFC restaurant to gain the respect
and good reputation from the customers because this concept is the social responsibility
undermines businesses’ profitability goal. KFC have set up a Mystery Customer
Program known as CHAMPSCHECK which evaluates customers experience in every
KFC restaurants. They appointed a reputable surveillance company 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. KFC sets a minimum
standard of 90% as passing score for this evaluation. Feedbacks taken from this
evaluation is used and studied for continuous improvement in their restaurants. This

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actually helps in generating profit through customer loyalty and good company image.
For Kentucky Fried Chicken, the company must be able to ensure that the products that
they offer are healthy and nutritional, so as to ensure also that their gain customer trust,
loyalty and respect.

Maintenance and Convenient

KFC Malaysia has become very populous and well known since 1980s. The outlets are
mostly located in the strategic area where the customers can reach those outlets as well
as possible. Thus, strategic locations of the outlets become a competitive advantage of
KFC. Besides, the KFCs outlets in Malaysia have reached the total number of
approximately more than 500 outlets. It is easy and convenient for customers to reach
the KFC outlets. Maintenance of KFC will focus on the Equipment Collectramatic.
Fryer Collectramatic Fryer was machine that use to fried chicken in KFC. For each time
of used of this equipment, there will a small piece of chicken and fla (chicken crust)
left in fryer. Each days, in KFC, for one Collectramatic Fryer, it been used about 60 to
70 times a day. For sure there is a lot of ‘kerak ayam’ will be left inside the fryer. If
there are too many chicken crusts, it will affect the efficiency and performance of
machine. So to ensure collectramatic fryer well perform for each time they use it, once
a day, KFC will clean up all equipment, machine and tools inside KFC.

Cleanliness

Most KFC outlets have fallen way below the standards when it comes to cleanliness
and is characterized by distinct distasteful smell rather than the aroma of freshly friend
chicken. This phenomenon is due to reasons pointed below: Garbage of the entire outlet
is thrown either right outside or very near the entrance therefore causing repulsion in
customers entering the arena. KFC sees a high rate of customers every hour, with more
guests coming in for breakfast, lunch or dinner more will be the need to maintain the
floors and the bathrooms due to increased frequency of guests.

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4.0 Quality Management Theory

4.1 Fishbone (Ishikawa) Diagram
Fishbone diagram also called Cause–and–Effect Diagram or Ishikawa Diagram. The
fishbone diagram identifies many possible causes for an effect or problem. It can be
used to structure a brainstorming session. It immediately sorts ideas into useful
categories.

One can use a fishbone diagram when identifying possible causes for a problem
especially when a team’s thinking tends to fall into ruts. Below is the example of service
quality of KFC that mapped into fishbone diagram.

Service Quality of KFC Fishbone Diagram

People
In people section there are motivated worker and work time division.

For motivated worker, the people that work in one of the KFC branches are acting as
a team to produce excellent working output by introducing the feast ceremony for
workers on every closing time. Not only it helps in building strong motivation and
relationship among workers, but it also help to prevent wasting unsold food.

For work time division, the people that work in one of the KFC branches are working
in their respective shift that had been agreed by both the worker and the manager. This

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helps in preventing workers from collapse or becoming too tired during working hour
that will decrease the working output.

Method

In method section there are distance of supply and variety of meals.

For distance of supply, the range between the supplier and the KFC branches are low
and the distance between the two of them are near. This is to provide a faster supply,
transportation from the supplier to the KFC branches to help the rotation of the
products and to decrease the decay level of the supply during the transportation of the
supply.For a variety of meals, the arrangement of the food in every meal is unique to
provide a wide range of selection product and interesting meal set. The variety is
included for every age respectively, and for a different number of customers such as
Chicky Meal with toys are targeted for the children while the Kentucky Bucket with
many foods are aimed to the customer that comes to their family.

Measurement

In method section there are responsiveness and food assurance.

For responsiveness, every staff in the KFC branches is particularly responsive to

provide a quick response for any questions and quick food preparation service. This
helps in improving the customer satisfaction since most of the customers are in a rush
with time due to work or other personal matter so to the majority of the customer the
faster the service the better.

For food assurance, the safety of every product in the KFC branches has been ensured
since all raw material suppliers are required to submit a statutory declaration to
confirm that they comply with Halal requirements in relation to the manufacturing
process, storage and transportation of product supplied. The products of the KFC
branches had been passed through The Halal Certification Process - Locally-
Manufactured Products that being endorsed by JAKIM.

Machine

In method section there are multiple machine and auto-timed machine.

For multiple machine, every machine in the KFC branches are not only one, but there
are many machines being provided. This is to ensure the faster food production with
the usage of many machines simultaneously and also to prevent the machine from

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being broken so easily due to singular usage of only one machine to produce many
foods.

For auto-timed machine, every machine in the KFC branches has been provided with
an auto-timed machine to ensure the accuracy of the cooked food time and to prevent
overcooking. This helps in providing a food that not only fast to be served but also
tasty due to being cooked with a suitable time period.

Environment

In method section there are courtesy and convenience.

For courtesy, every staff in the KFC branches has been reminded to be very courtesy
to every customer to provide an excellent service to the customer since the aim are
not only to give quick service but also a nice service to the customer so that the
customer do not feel reluctant to come again since they had already feel comfortable
when coming to the KFC branches.

For convenience, every machine in the KFC branches has been provided with an easy
list of order and service so that every customer that comes will feel at ease and not
stressed with the service. The convenience model that had been introduced by the
KFC branches are the simple meal order selection, take away service, drive-thru
service, food delivery service and fast food production provided.

Materials

In method section there are recipe secrecy and food from own farm.

For recipe secrecy, every meal in the KFC branches according to guy, Ron Douglas,
the author of the book America's Most Wanted Recipes (2011) just as most people
already know has been kept their recipe as a secret to maintain the uniqueness of the
product that do not have any substitutes that can have the same deliciousness as the
product. This help in keeping the quality of the foods and the tasty feeling that cannot
be duplicated so that the customer can feel satisfied with the food goodness and
uniqueness.

For food from own farm, every chicken food that has been produced in every KFC
branches are taken from the KFC farm itself. This help to ensure the quality of the
supply by growing the resource material itself so the power to choose the best quality
of the material are in KFC own hands since the farm are also in their own and help to

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reduce the liability cost since the material can be produced itself and do not need to
import or buy the material from others.

4.2 The Flowchart Diagram

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. KFC Quality control is started from the chain of supply of all
the raw materials whether the raw materials can be taken from local manufactured
resources and imported manufactured resources. There are several prominent and
essential programs of quality control and quality assurance which are conducted by
KFC to assure their quality to be the top quality of first fast-food chained in global
scale especially in Malaysia. Below is customer dine-in, delivery and customer drive
thru flowchart.

Customer dine-in flowchart

ask choices
start greetings take order
of order

repeat
end give order payment
order

Delivery flowchart

nearest
customer take out/
order outlet
calling delivery
prepare food

feedback payment

Drive thru flowchart

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BTMP 2233 Quality Management

customer prepare
order payment
drive thru food

receive
order

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BTMP 2233 Quality Management

5.0 Comparison of Quality Management Tool and Technique

5.1 Comparison of Fishbone diagram

Figure 5.1.1 Fishbone diagram used by KFC

People Materials Work Methods

Primary
Cause

Quality
Secondary Cause Characteristic

Environment Equipment Measurement

Figure 5.1.2 Fishbone diagram learnt from Quality Management subject

According to KFC’s fishbone diagram that used for manage the service quality.
We found that the method that they used is exactly the same as we learned in quality
management this subject as shown in Figure 5.1.1 and Figure 5.1.2. They use this
Cause and Effect Diagram to point out the real problems that could lead in big problems

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and looking for the best solution to solve these problems. The area of the cause is based
on the people, materials, methods, environment, equipment and measurement.

5.2 Comparison of Flow Chart diagram

Customer dine-in flowchart

ask choices
start greetings take order
of order

repeat
end give order payment
order

Delivery flowchart
nearest
customer outlet take out/
order payment
calling prepare delivery
food

feedback

Drive thru flowchart

customer prepare
order payment
drive thru food

receive
order

Figure 5.2.1 Flowchart used by KFC

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Figure 5.2.2 Flowchart learnt from Quality Management subject

Compared with flowchart that learnt from Quality Management subject

(Figure5.2.2), KFC flowchart (Figure 5.2.1) seems simpler and it split into 3 part for
their process flow, which is split into Customer Dine-in, Delivery and Drive-thru
flowchart. It doesn’t put all together as flowchart that we learnt. As a comparison, KFC
flowchart is much easier to see and it’s clear to understand how the company process
flow from the 3 flowchart provide above. It does same as what we studied for the
flowchart in some aspect but KFC flow chart make it simpler than ordinary flowchart.
Therefore, KFC flowchart has the slightly different structure with the normal flowchart
in this comparison.

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6.0 Discussion
After we do the comparison, we define the quality tool management that use by
KFC is almost same with we learn in the lecture. According from our observation, KFC
just uses Cause-and-effect diagram and Stratification in their quality management. In
the quality tool management have Seven Basic Tools of Quality that are designed for
various sets of graphical techniques for identified as the most helpful in troubleshooting
issues that related to quality. Seven Basic Tools of Quality are very basic because
suitable use by people that with little formal training in statistics to solve the vast
majority of quality-related issues.

The seven tools are as shown below:

 Cause-and-effect diagram (also known as the "fishbone" or Ishikawa

diagram)
 Check sheet
 Control chart
 Histogram
 Pareto chart
 Scatter diagram
 Flow chart

Besides that, the Seven Basic Tools stand in contrast to more advanced
statistical methods such as survey sampling, acceptance sampling, statistical hypothesis
testing, design of experiments, multivariate analysis, and various methods developed in
the field of operations research. So that, the Seven Basic Tools have almost been the
guide for the Knowledge of Project Management as an example of a set of general tools
that useful for planning or controlling project quality.

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BTMP 2233 Quality Management

Cause-and-effect diagram Pareto chart

Check sheet

Scatter diagram

Control chart

Flow Chart
Histogram

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BTMP 2233 Quality Management

7.0 Recommendation
After the discussion, we recommend KFC should fully use all of the seven basic
tools for their quality management because seven of quality management tools are
related and it will more function than two of quality management tools.

Our recommendation is KFC should start with the Control chart because
Control chart is the graphs that used to study how a process changes over time in their
quality management. After Control chart, Flowchart is used for depicting the nature and
flow of the steps in a process or every station in KFC quality management because it
promotes process understanding, provide tools for training, and identify problem areas
and improvement opportunities. Thirdly, Check sheet is needed in a structured,
prepared form for collecting and analyzing data and it also is a generic tool that can be
adapted for a wide variety of purposes in every process of the flow chart. Next is
Histogram, the histogram is the most commonly used graph for showing frequency
distributions, or how often each different value in a set of data occurs in KFC quality
management. After showing the frequency distribution of quality management, Scatter
diagram is used to look for a relationship by graphs pairs of numerical data and one
variable on each axis for their quality management. After gathering and doing the all
data analysis, KFC should make a data conclude by using a Pareto chart for shows on
a bar graph which factors are more significant. Lastly is Cause-and-effect diagram,
KFC will identify many possible causes for an effect or problem and sorts ideas into
useful categories by using the data that the analysis and collect before. Cause-and-effect
diagram will help to define the main problem that needs to solve firstly and define the
most effective and accurate solution.

In conclusion, we hope that our recommendation can help the KFC enhance
their quality management.

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8.0 Conclusion

KFC is a profitable and a successful venture in Malaysia. It has been accepted

and appreciated all over Malaysia due to which there are over 500 flourishing branches
each doing commendable business. Basic of the responsibilities of an organization is to
make ensure that all their actions and business operations adhere to the ethical standards
provided by the law.

For Kentucky Fried Chicken, the company must be able to ensure that the
products that they offer are healthy and nutritional, so as to ensure also that their gain
customer trust, loyalty and respect. KFC must also give importance to the management
issues to build a healthy atmosphere for their employees to work in ensuring best quality
and excellent service and also maintain customer-relationship.

The main quality analysis practiced by KFC is based on product, supplier and
restaurant. The three aspects are basically according to dimension of the quality in
conjunction with their principal in KFC. The tools and techniques that used by KFC are
fishbone diagram (cause-and-effect diagram) and flowchart. Comparison of Quality
Management theory with real practice of KFC has shown similarity in fishbone diagram
and slightly different in flowchart.

It is recommended to fully use all of the seven basic tools for their quality management
which are Cause-and-effect diagram, Check sheet, Control chart, Histogram, Pareto
chart, Scatter diagram and Flow chart. It will definitely more effective than using two
of quality management tools.

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9.0 Reference

1. Internet sources
QSR Brands (M) Holdings Sdn Bhd (2014).Quality Assurance [ONLINE]
Available at: http://www.kfc.com.my/quality-assurance/.[Last Accessed
04/05/2014].

(2014). KFC Nutrition Information, Calories, Allergens. [ONLINE] Available at:

http://www.nutritionix.com/kfc/menu. [Last Accessed 03/05/2014].

Anas Munir (2014). Quality Planning and Control. [ONLINE] Available at:

http://www.slideshare.net/fanaticanas/report-qpc. [Last Accessed 29/04/2014].

2. Book sources
S.Thomas Foster, (2012). Managing Quality Integrating the Supply Chain. 5th ed. e.g.
England: Prentice Hall

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TABLE OF CONTENT

TITLE PAGES

1.0 Acknowledgement 1

2.0 Company Profile of KFC 2

2.1 KFC Restaurant in Malaysia 2

2.2 KFC Restaurant in Melaka 2

3.0 Research Summary 3

3.1 Dimension of Quality Management in KFC 3

3.2 Product Quality Analysis 5

3.3 Supplier Quality Analysis 7

3.4 Restaurant Quality Analysis 9

4.0 Quality Management Theory 12

4.1 Fishbone Diagram 12

4.2 Flowchart Diagram 15

5.0 Comparison of Quality Management Tool and Technique 17

5.1 Comparison of Fishbone diagram 17

5.2 Comparison of Flow Chart diagram 18

6.0 Discussion 20

7.0 Recommendation 22

8.0 Conclusion 23

9.0 References 24

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BTMP 2233 Quality Management

QUALITY MANAGEMENT
BTMP 2233
Quality Management of Kentucky Fried Chicken (KFC)

Bachelor of Technology Management (Innovation)

Faculty of Technology Management and Technopreneurship

Prepared for: Dr. Mohd Syaiful Rizal Bin Abdul Hamid

Prepared by:
NAME MATRIC NO
SIAH JIA WEN B061210183
CHIEW THIAM HUAT B061210003
LOH CHAI LING B061210093
FARHAN ISMAT BIN B061210019
JAMALLUDIN
MICHELLE VOON XIN YING B061210009
MUHAMMAD SYAHIR BIN MOHD B061210092
SANI
SAN CHEE HOU B061210064
TERENCE TAN KAH HAW B061210128
OMAR SAIFUDDIN BIN AHMAD B061210136
BASHIR
MUHAMMAD IHSAN BIN YUSRI B061210071

Date of Submission: 13 MAY 2014

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