KENTUCKY FRIED CHICKEN (KFC SM BF PARAÑAQUE)

A Kaizen Improvement Plan Paper Presented to

The Faculty of College of Business Management

Bachelor of Science in Business Administration

Major in Marketing Management

Taguig City University

In Partial Fulfillment of the

Final Requirements for the course

Product Management

Presented By:

Alfante, Kyla Angela V.

Amarillo, April Jan G.
Cabangon, Joshua P.
Guzman, Angel Lyn B.
Lovedioro, Rhea S.
Tesara, Marjorie T.
Salili, Jonalyn C.

Presented to:
Prof. Zandra Longcop Briñas

Date:

December 13, 2023

 A Kaizen Improvement Plan Paper for

Final Requirements

I. Introduction

In business, we should know how to put ourselves up to maintain our goals. We

should always know our strengths and weaknesses and how to overcome them.

Without proper knowledge of everything we push, there’s no reason to continue

because you are just wasting your time. Making time to analyze and understand the

technicalities your business may face can help you survive in the long term.

Our human resources should always be considered. Our people, our hands, and

our feet if we don’t have them, there is always a missing piece that will not let you

succeed. Manpower can affect all aspects of a business, and in this paper, it will tackle

the lack of manpower at KFC (SM BF Parañaque) that leads them to red stores and

also red people. Aside from their poor location at the mall, they also lack people who

can assist and satisfy customers through their service.

In background, Harland David Sanders was born on September 9, 1890, in

Henryville, Indiana. He already knew quite a lot about taste at a young age, as he

helped out his family by cooking. But it wasn't until age 40 that he committed himself

to developing that finger-lickin' good chicken we know and love today. In 1930, he

started "Sanders Court and Café," a small eatery that operated out of his service

station living quarters. He continued to serve the coming years in delicious ways and

was given the honorary title "Kentucky Colonel" in 1935 for his contributions to the

state's cuisine. And just 5 years after being the Colonel, he brings his famous "Original

Recipe" chicken into existence—a blend of 11 secret herbs and spices, pressure-

cooked to perfection.

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Sanders officially established Kentucky Fried Chicken by 1955, and it kept moving

forward until the KFC franchise totaled 600 stores in the U.S. and Canada in the early

1960s. After that, the well-loved restaurant continued to receive overflowing support,

so strong that now KFC can be found all around the world.

But, through all of this success, there are always imperfections, and sometimes it

can’t be seen by them since it’s a big company that has many people to work for them;

they don’t know how’s the life of the organization per store inside the operation. In

comparing to other fast-food restaurants, you can see many team members that

operate inside and they have respective tasks, but in KFC, managers and team

members will do all the tasks around; managers will do the kitchen, cashier, packing,

and also reports that you’ll notice.

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II. Statement of Purpose

• To provide food in a quick, pleasant setting that caters to cost-conscious,

health-conscious people.

• To sell food in a fast, friendly environment that appeals to pride-conscious,

health-minded consumers.

• To maximize profitability, improve shareholder value, and deliver sustainable

growth year after year

• To improve manpower and provide the best for customers.

III. Improvement Scope

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A fishbone diagram is a tool we used to clearly see cause and effect and the

main reasons. This form of diagram is commonly used in product development and

quality improvement. It is usually used to find and fix the causes of process errors or

inefficiency, but it can also be used to help us solve a variety of business problems.

We found out that KFC lacks manpower, so it fails to meet customers’ expectations

because of the delays in the preparation of their food.

Existing
Manager

All Around Person

Crew Members

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*The term "all-around person" refers to an employee who is versatile and

capable of performing various roles within the establishment. In a fast-food setting

(e.g., KFC), there are different tasks and responsibilities, such as taking orders,

handling cash transactions, preparing food, maintaining cleanliness, and providing

customer service.

Proposed

Human Resource
Representative

Marketing and Sales Customer Service

Shift
Staff Representative
Supervisor/Manager

Crew Members

Cashier Cook/Chef Cleaner/ Janitor

Kitchen Staff

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IV. PLAN OF ACTIONS

The plan of action as seen in the table below was made based on factors stated in the

improvement scope.

Stages or Phases Actions / Activities Person Timetable

Responsible

Increase Manpower • Conduct a comprehensive Store Manager Week 1-2

for Improved analysis of current staff schedules

Customer Service and customer traffic patterns.

• Review recruitment and hiring

processes to identify bottlenecks

and streamline procedures.

• Assess the effectiveness of

existing training programs and

identify areas for improvement.

• Gather feedback from employees

on job satisfaction and morale.

Policy Evaluation and • Review existing staffing policies HR Manager Week 3-6

Adjustment for flexibility and potential

adjustments.

• Identify and revise any policies

that may hinder quick adjustments

to staffing needs.

• Collaborate with legal and

compliance teams to ensure policy

changes align with regulations.

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Training and • Revise and enhance training Training and Week 7-10

Development programs based on identified Development

needs. Manager

Implement cross-training

initiatives to ensure staff can

handle various roles.

• Provide ongoing training to

improve communication and

teamwork skills.

Employee • Implement a recognition program Shift Week 11-12

Recognition and to acknowledge outstanding -- Supervisors

Morale Boost performance. and Team

Leaders
• Introduce incentives such as

employee of the month awards.

Foster a positive work

environment through regular

team-building activities.

Continuous • Regularly review and optimize Operations Ongoing

Improvement operational processes for Manager

efficiency.

• Establish a system for gathering

and addressing customer

feedback promptly.

• Monitor external factors such as

economic conditions and adjust

staffing strategies accordingly.

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V. Desired Outcomes

The researchers will describe the company's desires that will result from

integrating the aforementioned ideas to improve the services that the company

provides.

Improved manpower to remedy this, researchers should adopt a technique to

reduce employee complaints. The owner of KFC will make certain that all employee

complaints are heard. The corporation is always ready to respond to complaints about

the services that it provides. As soon as feasible, the provider should act on time.

When dealing with consumers, having well-trained personnel or workers can also help

significantly to the company's improvement. If the owner manages the firm

successfully, both employees and customers will be satisfied; it is critical to meet their

expectations and to earn their loyalty and trust in the company. Positive input from

them is really important to the organization, and getting positive feedback from

customers will result in increased profit and reputation.

VI. Plan Viability

In Paranaque City, there’s a lot of fast-food restaurants like KFC that specialize

in food that can be prepared and served quickly. Since this is the case, competition

between monopolistically competitive firms is based on perceived physical and

support service differences that result from product differentiation. Since the focus of

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this paper is on the lack of manpower, it affects factors within the store such as

complaints and negative feedback. When it comes to the expectation of customers to

experience the quality of products and services, we want to get good feedback from

our customers, but there’s also a lot of negative feedback that we need to evaluate.

Remembering my experiences, I can say that I have had both positive and

negative experiences with the quality of KFC food. The location of this branch means

that there are a lot of people eating there, so they have to prepare the food fast in

order to accommodate everyone who wants to eat. Because of the rush, occasionally

their chicken still has blood, resulting in poor-quality products. Other experiences

include no pasta available, a counter attitude, a small part of the chicken, an extra

plate for gravy, a reusable spoon and fork, and a minimal amount of gravy for a bucket

of chicken.

Given the increased competition in the fast-food industry in the Philippines and

the potential for future entrants, KFC should identify its issues and work to improve

both its offerings and customer service. I can state that, despite KFC's recent

improvements, we still have a way to go before we can catch up to Jollibee, which is

currently the top fast-food chain in the Philippines. With over 1,400 locations across

the nation, Jollibee is the largest fast-food chain in Southeast Asia as well as the

Philippines. The workforce at this KFC location needs to be increased in order to

generate higher-quality goods and services. KFC comes in third among fast food

chains in the nation, with more than 400 branches.

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VII. Benefits

The benefits that the company and its stakeholders stand to gain as a result of the

improvements:

Business Growth: One of the benefits of the KFC Company is the ability to

increase revenue and have high brand awareness in order to expand the

business. A strong brand identity aided the organization in retaining customers

and attracting new ones. Provided exceptional client service while also ensuring

that internal processes ran smoothly. Provide excellent customer service and

understand what consumers want.

Employ More Staff: Hiring more people at KFC is a great way to serve food to

customers on time.

Better Work Environment: Training effective leaders will help each employee

be more motivated in their workplace. Through leadership skills, managers will

create a vision for their team and inspire others to achieve it. They will

delegate tasks, build trust, and handle conflict. Satisfied workers result in

increased morale and a more customer-focused culture.

Attract More Customers: Promoting on social media helps to reach a larger

audience based on their demographics, interests, and habits. This will assist

the company in gathering feedback in order to better understand the needs and

desires of its customers.

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Increase Sales: KFC must develop new goods and improve services in order

to raise sales, as well as extend the market, increase marketing activities, and

improve customer service. This is likely to boost the company's profits.

Employee Become More Competitive: Employees become more competitive

as a result, which leads to less customer complaints. They perform their duties

in order to impress other team members as well as their managers in order to

gain recognition.

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VII. Necessary Resources

This is significant because there is a growing requirement to enhance both the

company's system and its workforce. The following are some essential resources that are

required:

1. Team members behavior and willingness to learn

• Every team member should have pleasant behavior, and there must be a

willingness to learn from their mission, which will help every team member

excel in their respective assigned tasks. In this way, every member of the

operation will become productive, and there will be no lack of service that can

result in complaints.

2. Handling complaints

• Every team member should know how to handle complaints in such a way that

every customer will agree to your offered product or service in exchange for

your mistake. If there is no knowledge about it, it can result in a minimal to

maximal problem and turn an affected team member into a termination.

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3. Manpower

• For fast-food businesses to run efficiently, serve customers quickly, and satisfy

them, manpower is essential. A sufficient workforce guarantees quick order

fulfillment, upholds hygiene, and skillfully manages client relations, contributing

to the total prosperity of the fast-food enterprise.

4. Aggregator sales and transaction count

• Aggregator sales and transaction count have a large impact on KFC SMBF

since almost all customers are more accessible to online delivery service apps

such as Grab and Food Panda. This platform helps a lot with its sales and also

benefits the team members within the area. Especially in times of pandemic,

where only aggregator sales and transaction count keep the store alive in the

middle of a crisis.

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IX. Conclusion

KFC is one of the famous fast-food restaurants around the Philippines or even

abroad, but the problem is their manpower here in our country. They have a lack of people

that affects every aspect of the operation. The higher-ups of the company didn’t know

what’s going on in the operation, which became a sacrifice for all the staff in every store.

Imagine that even in graveyard shifts sometimes, they have 2 to 3 people only that

operate within the store, and that’s why all the staff are sacrificing themselves just to do

their job and get paid.

We plan to determine the problem inside the KFC aside from the complaints of the

customers. Of course, there is always a story behind every complaint they receive, and

we found out that one of the main factors is their lack of people, or manpower. After

determining the problem, we analyze and understand these problems and how they affect

the company and the respective store. Higher-ups should be aware of these problems

inside the operation and understand every employee’s sacrifice. Without manpower, there

is no business to run. That’s why they should treasure and appreciate their hard work and

give them the benefits and salary they deserve.

By implementing diligent training and development programs will ensure that

employees have the skills needed to meet customer expectations. Streamlining the order

and delivery processes will also help to reduce wait times and ensure accurate and

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efficient service. Using technology solutions like self-order or mobile ordering apps will

improve the overall customer experience. Finally, increasing customer engagement

through personalized promotions or loyalty programs will strengthen relationships and

encourage repeat business.

Additionally, customer satisfaction and loyalty are paramount to the success of

KFC, with a focus on food quality, efficient service, effective marketing, and positive

customer reviews. These success factors not only contribute to KFC's current success

but also have implications for the fast-food industry as a whole. As KFC continues to

prioritize these areas, they are well-positioned to maintain their success and continue to

grow in the future.

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X. Preparation Made

The researchers are required to select a study topic. a subject that companies

should enhance. The researchers clearly define the objectives and comprehend the

particular improvements or changes they want to achieve. All of the subjects that will be

given to the researchers may need to be limited in order to make it possible. To make

sure everyone is aware of the idea of ongoing development, the group leader presents

the topics to each member.

Through brainstorming and the use of tools like process maps and fishbone

diagrams to identify underlying causes, researchers may create a cooperative setting

where all participants feel comfortable offering ideas. The researchers established a

completion deadline so that the research paper would be prepared for the consultation.

One member collected all the files after the last consultation and turned them into one

document. The researchers went through the document, made sure everything was

understandable, and set a date for the project's completion. Pilot the changes on a small

scale to test their effectiveness. Gather feedback, make adjustments as needed, and

iterate the process.

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XI. Works Cites

Velázquez, A. (2023). The KFC Customer Experience: A Historical Journey Map.

QuestionPro.

https://www.questionpro.com/blog/kfc-customer-experience/

KFC (2022). Our Story. KFC.

https://www.kfc.com.ph/OurStory?fbclid=IwAR163clGQlD3RQXBcerUTJ0OTl8D

VYniu4ldoOyNe3czAYCHGeJwzziHFw

KFC (2023). Kfc Focused on Sustainability Through Circularity, Shares Plans to Roll Out

Green Line Furniture. globalkfc.

https://global.kfc.com/stories/kfc-focused-on-sustainability-through

circularity/?fbclid=IwAR215LTb-qW28JilY-lRc8ILC0gn1dEpPChCJ6ZoyD9-

O07BAZZXsXxcirA

Sison, L. (2023). The Best Fast Food Chains in the Philippines. StayCationsph.

https://staycations.ph/the-best-fast-food-chains-in-the-philippines/

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