KFC is the world's second largest fast food chain that specializes in fried chicken. It was founded in the US and now has over 20,000 locations globally. KFC aims to provide fast, friendly service and appeals to health-conscious customers. It faced losses in Pakistan until 2014 due to external competition and internal corruption. Under new management, KFC improved operations, engaged employees, and expanded its number of outlets in Pakistan. Key goals include cleanliness, hospitality, accuracy, quality service and food, and speed of service.

1. USAMA NAJEEB 16037

2. KFC
• Kentucky Fried Chicken (KFC) is a fast food restaurant
chain that specializes in fried chicken and is
headquartered in Louisville, Kentucky, United States. It
is the world's second largest restaurant chain, after
McDonald's, with almost 20,000 locations globally in
123 countries and territories.
• KFC was founded by Harland Sanders, an entrepreneur
who began selling fried chicken from his roadside
restaurant in Kentucky. 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.

3. KFC
MISSION STATEMENT
“To sell food in a fast, friendly environment that
appeals to pride conscious, health minded consumers”
GOALS
Build an organization dedicated to excellence.
Consistently deliver superior quality, and value in our
products
Maintain a commitment to innovation for continuous
improvement
Generate consistently superior financial returns

4. WHAT WENT WRONG?
• Kfc faced loss till December 2014, negative word of mouth
about them started spreading in 2011, they lost market
share; mainly due to external competition and internal
corruption.
• The system of kfc collapsed, internal issues within the
organization were not handled proactively, the talent of kfc
drained day by day, right people for the right job were not
hired, corruption prevailed and as result cupola group took
over kfc in 2014.
• Because of lack of people element in a service mix its
service declined as to which resulted in a decline in
reliability, empathy, responsiveness and all parameters
started falling off.

5. HOW THEY HANDLED IT
 The new management changed everything from head to toe; from
people to the whole process everything was changed. They also
ensured that all the employees within the organization are engaged
in their work because when employees are engaged their
productivity is high and they take every step possible to make their
customers happy and when their customers are happy sales boost
automatically.
 Currently KFC has 63 outlets all over Pakistan and they plan to
further upsurge them to 103 by the end of June 2017. Due to
numerous branches and in order to avoid monopoly they have
three vendors namely K&Ns, Menu and Big-bird which has recently
been launched.
 KFC claims that they sell real chicken which is also their product
edge. The real competitor for Kentucky Fried Chicken is McDonalds.

6. KEY SOPs OF KFC:
 A single transaction should be done within 1.5 minute that is a customer’s’
card should be charged if he’s paying on credit or change should be given
to him within 1.5 minute and a customer should also receive his receipt
within that time frame.
 A customer should be served within 5 minutes after s/he has placed the
order.
 An internal SOP of kfc is THE CHAMPS PROGRAM
 Champs stands for the six universal areas of customer expectation
common to all cultures and all restaurant concepts. They are:
 Cleanliness
 Hospitality
 Accuracy
 Maintenance of Facilities
 Product Quality
 Speed of Service

7. Presence of Teams:
An important concept prevalent at KFC is the
concept of teams. The employees at the lowest
level of management are classified as full time team
members and part time team members. Rather
than classifying them as waiters, they are called
team members
EMPLOYEE CONDUCT RULES
As an employee at the KFC restaurant, there are
certain rules and regulations that the company
expects you to observe you to observe and respect.

8. KFC IN PAKISTAN
 Apart from fulfilling our commitment of serving delicious, fresh and
hygienic food and at the same time providing our customer with
the ultimate entertainment; KFC also plays in the economics
development of our country.
 Presently KFC has provided to over 1200 Pakistanis, which adds up
to 6000 individuals directly dependent in KFC Pakistan.
 The Government of Pakistan receives over Rs.10 million per month
from KFC Pakistan as direct taxes.
 95% of all food and packing material used in KFC Pakistan is
procured locally, which sums up to a purchase of over Rs.35 million
per month.
 Each new outlet developed by KFC Pakistan costs approximately
Rs.40 million, which is a huge amount for our construction industry.

9. CONCLUSION
 After the change of management, KFC has made
a remarkable impact and is striving to further
improve its service and make its customers
gratified because service is the only thing which
cannot be copied and embarks an emotional
attachment with the brand.
 Kentucky Fried Chicken strives to be the most
loved brand by the year 2020. It wishes to
implant strong emotional attachment with its
customers and also want people to have this urge
to have KFC when they meditate about it