Kentucky Fried Chicken Operation - Assignment Example

KFС ОРЕRАTIОN INTЕRVIЕW Student Name Course Code and Name Professor University State Date KFС ОРЕRАTIОN INTЕRVIЕW A. Introduction of topic and organisation The Kentucky fried chicken (KFC) is an American restaurant which specializes on fried chicken. It’s has a chain restaurants under its KFC brand, which is found in 123 countries in different regions of the world (Sophonsiri and Polyorat 2009, p.51). The management of the hotel goes by the standard held in America. There is the board of governors who are concerned with the general overview of the organisation. The department or section of operations is held by operations management that involves procurement and sales of the major product offered sourcing of the raw materials is also essential to the organisation. Purchasing normally involves the request and ordering of goods and services followed by receiving them into the restaurant. Finally, looking for markets and research, evaluating their vendors and negotiating contracts with their suppliers. According to KFC purchasing takes up to about 35% of their total turnover (Brymer, 2010.p.4-12) B. Identification of key elements of consideration within commodity purchasing, including legal and ethical implications The company must take into consideration a number of factors in order to offer the best services to their customers. The operations involved in KFC are in line with the products that the restaurant offers such as fried chicken, soft drinks and breakfast. During purchasing of the commodities to be used in the KFC’s restaurants needs to be locally purchased in bulk this will normally involve purchasing of commodities during the peak season in large quantities, this normally helps to minimize the wastages of money involved by purchasing little items (Chon & Yu, 2012, p.17-31). The items on the menu also need to be reduced to help cater directly the quality product of the few items chosen. From the interview with the KFC manager he said that they mainly offer fried chickens in their restaurant however, he further suggested that they will increasing the number of products in the menu. The other operation element to be considered by KFC involves the company thinking of going beyond the food offered in the restaurant. The management have to train their staffs in accordance to the British code of conduct. The staff are the main resources in the organisation , they are the ones who helps to shape the way an organisation fairs in the market environment (Minett 2014, p.486-493). And it’s always good for the restaurant to grow and fend off competition from other fast food restaurants in the UK, the manager was able to contend with this suggestion by insting that the staff need to be trained and if problems arises talking to them will be essential. Planning of supply chain is an operation that should be upheld by the KFC-London. This will involve the ordering of all the commodities that are required starting from the raw chicken meat, spices, energy sources fridges and freezers that are essential in this restaurant. The company normally can source these commodities from the farmers directly, or from brokers and from the manufacturers of the inedible items that help to maintain the meat fresh every time when it is needed (Davis et al. 2013, n.d). These raw meat must be sold at a wholesale price to guarantee revenues as well as smoth operations. since KFC has subsidiaries, the supply chain process need to start from a central place of distribution to the other branches, planning of the logistics and transportation is also a key operation in the restaurant, the logistics need to geared towards minimizing cost involved while moving the items from one point to another (Denton and White, 2010.p.94-107) The other operation element is the maintenance of a fair trade with the customers and the suppliers. Fair trade means that one does not mistreat the people they are dealing with at any one point. The study indicates that giving the rightful prices to the suppliers and paying them their dues in the right time and also ensuring that the customers get the quality they are looking for at a good price by avoiding price exaggeration will guarantee any business success and smooth operations (Hultsman 2015, p.553-567). The hiring and the employment of the people with best qualification to ensure that the customers receive the best services that they need whenever they visit the restaurant will also be instrumental (Boella and Goss-Turner 2013, p.56-61). Example if a customer happens to complain of being served an undercooked chicken or poorly cooked fries, the employees should act with speed and apologise as well as even offer free incentive to the customer out of good will. KFC’s management prides itself on correcting the employees’ mistakes to help them offer better customer services and avoid repetition of the same mistakes. Every restaurant willing to survive and run it is operations smoothly will have to keep in mind the basic principles and guidelines that will shape their success. The food and safety management analysis and the critical point of control is an important principle while dealing with foods, it states that the foods consumed and used in a hotel should always be safe and free from contamination (Davis et al, 2013.p.45-53). The KFC manager affirmed this by stating that fridges are checked for temperatures to ensure they do not record high temperatures that may spoiled foods packed there and affect operations further every chef is obligated to report any damaged foods that seem to have gone bad. The service sector in the food and beverages industry operations needs people who are flexible and move with speed in order to ensure that, the customers are satisfied and they feel that the services offered to them are of class and it’s worth the price they pay for those services (Hultsman, 2015.p.553-567) Handling of the restaurant menus, ensuring the pricing of the items in the menu are priced properly and all the item are included in this menu depend on commodity purchasing. The menu should also contain products that are nutritionally beneficial to the body of the customers free of toxins this is in line with the ethical principle of gross profit in the stock control, this principle will only be upheld after looking into all products that are offered in the KFC restaurant (Jones et al. 2002, p.41-49). Thus, the ethical nature of the business and products helps shape a brand image and increases profits. Overtime organizations like Walmart have faced backlashes because of involving themselves with suppliers who engage in child labour which is morally wrong and this allegations affected its business in some of its branches. The quality management principle in accordance to the certification body governing the hospitality sector that is ISO 9000 of the quality assurance. States that purchasing and preparation of meals should be geared to the quality of the product. The quality of the staffs is also a key criteria in this quality enhancement principle (Wood, 2015.p.14-15) The food and beverages cost management principles, is an essential element in commodity purchasing, here the cost of the products is considered into a great depth, control the cost involved in purchasing of the products used in the KFC, therefore the purchasing manager should source from nearby suppliers to minimize logistic challenges and meet SCR legal requirements (Brymer 2010, p.4-12). The labor of the staff and other employees and cost of hotel management are centered in this principle paying of staff should not go beyond what the hotel is making as the profit (Bonn & Forbringer2012.p.47-63) When dealing within the hospitality sector especially in the KFC at London ethical and legal consideration is a must. Therefore, considering the operations of the sector that must be geared to the sustainability of the sector’s purchasing need to look into the following ethical and legal issues. Focusing on healthy eating is important to the customers, the restaurant needs to make sure that the meals offered are nutritious to the customers, they need to ensure that preparing of balanced diets are available at all times. Also as trying to promote healthy meals using less or no cholesterol cooking fats are used to prepare these meals, also it is important to use the recommended common table salts that do not infringe negatively to the health of the consumers and giving the customers fresh meal and making new meals every day as ensuring balanced meals are offered to guarantee smooth operations and avert any legal issues that may arise (Powers 2012, p.5). C. Audit and evaluate the chosen operation in relation to their management of commodity purchasing and sustainability As it is an ethical issue to ensure fair treatment for all that is the suppliers and customer in the KFC chain of restaurants. The operations and purchasing entities at KFC need to make sure that the suppliers are honored for the services they offer to the industry that is pay them for supply bills and pay them on time once goods are delivered, make orders in good time and the customers are supposed to be treated right (Vallen and Vallen 2011, p.19-24). Thus, treating them with dignity is essential in every situation while dealing them. Thus, it is the responsibility of the hotel owners to be honest and very transparent to their customers and offer rightful price to them in order to remain sustainable. According to Rimmington (2016, p.824-837), the community should also be engaged in terms of social corporate responsibilities that includes reaching their neighbors and engaging them in activities such as education to the poor, clean ups of the community and fundraising in these community based fundraisers. Many of the hotels in this country normally engage in one or two help services to the most disadvantaged in the society. It helps them to remain relevant in the industry as well as being sustainable. In regards to the environment the ethical consideration for the KFC restaurant lies in the conservation of water, where the restaurant needs to recycle the water it is using in its daily operations, the water that has been used to clean utensils can be used once again to do farming activities in the neighbourhood (Denton and White 2010, p.94-107). The supply and logistics management is an operation that KFC considers vital, since planning the cheapest route to use during transportation and also a very large route will lead to increase in prices and this affects operations. The waste management includes the peel offs and the chicken by products that need to be utilized efficiently to as to ensure the best quality is offered (Wilson, 2012.p.177-186). While sourcing of raw materials KFC sources from suppliers who are enhancing or producing eco-friendly products these suppliers need to be protecting their land from degradation and protection from all form of pollution. For an organization like KFC it is ethically important while sourcing raw materials such as chicken to ensure that there producers have produced them in the right manner and have been fed as required to avert health complications on the customers. Commodity purchasing should be centered on products that are naturally bred, the materials other than the edibles also need to be utilized and used as per the manufacturers user guide. The hospitality sector normally requires a competent and intelligent personnel who must poses diverse technical skills, these technical skills are the one which ensure that the clients or the customer will visit the same premises next time, thus, KFC’s staff create connections with the employer, the vendors and the suppliers during their working times as part of the organization’s wider commodity purchasing strategy (Schröder and McEachern 2005. P.212-224). The restaurant according to their manager only want to ensure that the guest are comfortable during their stay there. KFC’s employees are encouraged to multitask since the responsibilities to be handled are numerous thus handling them simultaneously will be of great importance. Trucks to handle commodity purchasing as well as rider bikes for deliveries ensures smooth and sustainable operations at KFC. Being a multinational commodity purchasing at KFC is diverse in nature to help cover different guests who visit KFC-London with varying tastes and preferences (Pratten, 2013.p.826-834). According to their manager, paying attention to the details is of great importance in order for them to be sustainable. Thus, to the staff, doing a simple thing may seem cheap but to the customer it would be extraordinary, everything in the premise of KFC is neat and clean to ensure a successful restaurant. According to Bonn & Forbringer, (2014.p.20-24) the language matters a lot and also computer and reading skills, this helps a staff to handle different calibers of guest and handling them becomes so easy to manage. The skills of handling tools like coffee maker machines and other kitchen tools is also essential, and lastly but not least the hospitality employees needs to practice flexibility in their duties, working for long hours is normal in the sector since unexpected things can happen at any one point. Being adaptable and versatile makes an employer always happy with their employees. D. Concluding points including any recommendations Operations and management of a restaurant dealing in the beverages and food sector needs to focus on the purchasing of all equipment, handling of the staff and training is important to ensure the profitability of the venture, ensuring that quality standards and best skills will help the sector to outperform other sectors and most importantly to be sustainable. In my view I would suggest that for KFC to break even it needs to focus much on diversifying their products and offer more commodities in their operations and also focus more on the staffing and training followed by their genuine motivation. References Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry: A guide to best practice. Routledge. Pp.56-61 Bonn, M.A. and Forbringer, L.R., 2012. Reducing turnover in the hospitality industry: an overview of recruitment, selection and retention. International Journal of Hospitality Management, 11(1), pp.47-63. Bonn, M.A. and Forbringer, L.R., 2014. Staff management and training: an overview of recruitment, selection and retention. International Journal of Hospitality Management, 13(1), pp.20-24. Brymer, R.A., 2010. Hospitality & tourism: an introduction to the industry. Kendall Hunt.pp.4-12 Chon, K.S. and Yu, L., 2012. The international hospitality business: Management and operations. Routledge.pp.17-31 Davis, B., Lockwood, A., Pantelidis, I. and Alcott, P., 2013. Food and beverage management. Routledge.pp.45-53 Denton, G.A. and White, B., 2010. Implementing a balanced-scorecard approach to managing hotel operations: the case of white lodging services. The Cornell Hotel and Restaurant Administration Quarterly, 41(1), pp.94-107. Hultsman, J., 2015. Just tourism: An ethical framework. Annals of Tourism research, 22(3), pp.553-567. Jones, P., Shears, P., Hillier, D. and Clarke-Hill, C., 2002. Customer perceptions of services brands: a case study of the three major fast food retailers in the UK. Management Research News, 25(6/7), pp.41-49. Minett, D., Yaman, H.R. and Denizci, B., 2014. Leadership styles and ethical decision-making in hospitality management. International Journal of Hospitality Management, 28(4), pp.486-493. Powers, T.F., 2012. Managing international hospitality. Hospitality Review, 10(1), p.5. Pratten, J.D., 2013. The importance of waiting staff in restaurant service. British Food Journal, 105(11), pp.826-834. Rimmington, M., Carlton Smith, J. and Hawkins, R., 2016. Corporate social responsibility and sustainable food procurement. British Food Journal, 108(10), pp.824-837. Schröder, M.J. and McEachern, M.G., 2005. Fast foods and ethical consumer value: a focus on McDonald's and KFC. British Food Journal, 107(4), pp.212-224. Sophonsiri, S. and Polyorat, K., 2009. The impact of brand personality dimensions on brand association and brand attractiveness: the case study of KFC in Thailand. Journal of Global Business and Technology, 5(2), p.51. Vallen, G.K. and Vallen, J.J., 2011. Check-in check-out: Managing hotel operations.pp19-24 Wilson, M.D., Murray, A.E., Black, M.A. and McDowell, D.A., 2012. The UK contract catering sector of the hospitality industry. Facilities, 15(7/8), pp.177-186. Wood, R.C. ed., 2015. Hospitality Management: A Brief Introduction. Sage. Pp.14-15 Read More