Quality Assurance Management Audit of Kentucky Fried Chicken - Case Study Example

 Quality Assurance Management Audit of Kentucky Fried Chicken Introduction In order to ensure consistent and quality results, companies have introduced quality assurance systems that are used to review products and the overall production systems (Nohe 2009). There are often shortfalls that occur in the production, management and even service delivery systems that a company has and these may result in reduced profitability. It offers a way for companies to ensure that they are striving to provide the best for its customers and staff. It may also include aspects that involve other companies and their relative performance (European Association of Agricultural Economists 2007). As a result, the choice of quality assurance systems is fundamental to the success of a company because of the area of focus that they have. These quality systems are often externally accredited to ensure that processes and systems that are stipulated in the assurance systems are adhered to. This has realized the used of external quality assurance systems audits that are used to determine whether the company has efficient systems in place to ensure that quality assurance is attained. And even though this process is undertaken at a particular cost to the company, the process gives more credibility to the company and its products (Rose 2005). Kentucky Fried Chicken (KFC) is one of the largest food chains in the world and was founded by Colonel Harland Sanders who realized he had a gift for cooking at the age of nine. The food chain specializes in a chicken recipe that blends 11 secret herbs and spices from America (Anon 2012). Today, it serves delicious succulent pieces of chicken with a flavorful blend of herbs and spices that give it a wonderful aroma. It also provides home style side dishes and desserts to ensure that meal is wholesome and satisfying. Over the years, it has sought to produce high quality meals that have been subjected to stringent control measures to ensure safety. Benefits of Quality Assurance Management In addition, quality assurance systems allow the organization to identify aspects of the company products that do not meet the company's specifications. This reduces the time wasted in inspections by the company management allowing more time for valuable production (Mehta 2004). The overall objective is to increase customer satisfaction and brand loyalty as a result of an improvement in the quality of products and services. Employee morale is also improved as they are included in the process of quality improvement making them feel as part of the company. This results in less absenteeism and low turnover among workers, the overall effect being an improvement in organization profit margins. Quality Assurance Measures at KFC Over the years that KFC has been in operations, there have been significant changes in the food industry that has realized the development of more food items to meet the growing consumer needs. As such, audits of the quality assurance systems are necessary not only to improve company profits but also to gauge the company's adherence to core food safety standards that have been developed worldwide. KFC has opened up franchises all over the world and as such, each country branch may seek to govern itself in a manner that it sees fit. However, to maintain quality, KFC has initiated protocols to be followed in franchise operation that will ensure that the same quality of chicken is served all over the world. KFC seeks to maintain the quality of products in its franchises all over the world by instilling control processes right from its suppliers of raw materials (KFC Holdings, 2012). They conduct an annual supplier audit that ensures that the suppliers are audited for food safety and quality. This audit is conducted by an independent company, a process which ensures that it is done in a professional manner. In addition, in house food technologists are also employed to monitor and review the quality of supplies as part of quarterly evaluations that the company undertakes on its products. KFC has invested in staff and external agencies to ensure that the suppliers are in compliance with the food requirements. It is well known that there are several breeds of chicken that are available in the market even though not all of them are of proper marketable quality. They have invested in a chicken supplier, Ayamas, who deals with a specific superior breed of chicken. It has also ensured that this company is closely monitored by the department of veterinary service and has obtained the veterinary health mark logo (KFC Holdings, 2012). Ayamas has also undergone ISO certification to ensure that its quality standards adhere to the national and global standards. Ayamas has also ensured that all its chicken are slaughtered by staff who have been certified by Jabatan Agama Islam Selangor in order to ensure that Halal procedures are met to allow members of all religion to consume the products. Credibility of supplies is one of the crucial aspects of any food related venture that customers all over the world are keen to note. The spices ad ingredients that it uses are also supplied by reputable supplies like Nestle among others (KFC Holdings, 2012). This is because of the delicate nature of food and the fatalities that are associated with food poisoning like bird flu and salmonella. KFC has made the information of their suppliers’ public in their website which allows customers to access this information and possibly verify it for themselves. In doing so, KFC has undertaken the responsibility of assuring their customers of the quality of their products hence increasing and maintaining their customer base. Once the raw materials have been acquired, KFC has also sought to control the manner in which they are process. It currently takes into consideration the health implications of the food that it offers as a result of the growing concern that has been placed on fried foods. Most consumers tend to avoid food that has been fried because of the negative health issues that are associated with it. As such, KFC has taken into consideration World Health Organization standards and decided to cook their products well below the minimum temperature of cooking that is recommended. This is because; exposure of food to high temperatures destroys the nutrients and changes its molecular structure making it harmful to human health. In order to fry the foods, non-hydrogenated palm oil which is low in Tran’s fats and is free of cholesterol is used Contamination as a result of interaction between the raw and ready to eat products has also been reduced through proper food handling methods. Information on the nutritional value of foods has also been included in their meal planning system to enable customers to plan their meals well. In this way, KFC has handled the issues of health and nutrition which will ensure that their products meet the needs of the increasing number of health conscious consumers. An important concept in quality assurance is the consumer satisfaction and KFC has sought to ensure this through the constant development of new flavors meant to attract and retain more customers. It has invested in innovations through the use of food technologists to come up with exiting new flavors to allow the customer enjoy their food (KFC Holdings, 2012). Restaurant quality is another aspect that KFC seeks to ensure in order to maintain order in the franchises that are opened all over the world. In its manual of operations, it stipulates that any franchise should operate under the principles of cleanliness, hospitality, accuracy, maintenance, product quality and speed of service. It has employed the use of various quality assurance personnel that are located throughout the country to ensure that constant monitoring and evaluation of the premises. Temperature control of the freezers and storage rooms is also evaluated to ensure that the products that the franchise offers are maintained fresh. Monitoring of premise quality is fundamental in ensuring that the overall image that the parent company seeks to radiate to its customers is replicated throughout the world (Hester & Harrison 2001). Customers are also included in the evaluation procedure that allows for other types of information on franchise management to be collected. Through the mystery customer program, the company is able to appoint one customer, unknown to the franchise, to undertake a monitoring and evaluation procedure. These customers are carefully but randomly selected to ensure that bias is reduced. An important aspect of quality assurance is inclusion of customers in the evaluation process to ensure that their individual opinions are collected and placed into consideration (Mitra 2012). This make the customer feel like they are part of the process that improves the quality of goods and services that the company offers. It gives customers a sense of belonging and instills in them a sense of personal responsibility to report any aspects of the company and products that they may feel reduces quality. The use of mystery customers also promotes quality among the members of staff. This is because the visits are made to the premises at a time when they do not anticipate it and the mystery customer behaves like any other customer awaiting service. Feedback from the customer is handled in a confidential manner to ensure that they are not victimized in any way. This aspect also encourages more and more customers to engage in the program. KFC also maintains a Hazard Analysis Critical Control Point (HACCP) programme that manages a system for food safety (KFC Holdings, 2012). This is embedded in its operations in a manner that identifies and biological, chemical and physical hazards to food safety. These protocols are applied to the food right from the creation of raw materials right down to consumption. KFC is audited by external bodies to ensure that the critical control points are evaluated. The results of the findings are integrated into the company's daily operations to ensure that all the restaurants all over the world implement it. Sanitation and personal hygiene are aspects that need to be emphasized in any establishment that handles food. The company conducts training on Food Handling in which all the company staff are trained on strict compliance with hygiene and sanitation during food handling. A hand washing procedure has also been implemented to ensure that staff washes their hands each hour and as need be. Antibacterial soap is also provided throughout the washing bays to ensure that they are accessible by all. Staff is not allowed to touch the food with their bare hands instead; disposable gloves, sanitized scoops and tongs are provided for use. Provision of efficient hygiene and sanitation equipment is also fundamental in ensuring that the standards are maintained all over the company. Hand washing cannot be advocated for unless the antibacterial hand wash soaps are provided. Infrastructure all over the premises must also be designed in such a way that allows the staff to access the washing points conveniently. Food handling gloves and tongs also have to be provided in good quantities for staff to be able to access them. In the absence of such facilities, staff may not be so motivated to maintain cleanliness. In addition, all members of staff including managers are subjected to Typhoid immunization upon employment (KFC Holdings, 2012). Other medical tests are also conducted ton them to ensure that they are free of various communicable diseases, which may change depending on the country. These medical procedures are carried out on the employees periodically to ensure that they are able to maintain health standards. Sick leave is also availed to clients in the event that they fall ill to ensure that they receive medical care before they are allowed to come back and handle customer's meals. Pests can pose quite a challenge to hygiene and sanitation and may pose a challenge in some of the tropical climates in which the franchises are located (Anon 2002). KFC has engaged reputable pest control companies in the various companies in which they operate to ensure that they are able to manage pests. Pests commonly found in food service areas include houseflies and rats that may be a menace and great shame to the company. Quality assurance may also extent to the presentation of food and the cleanliness of the areas in which food is served. All the quality issues may have been adhered to but if the food is served in a dirty environment then all the hard work that has gone into the quality of the food is negated. The pesticides and other chemical that are used for pest control must also be handled in a discreet manner that will prevent it from contaminating food (Schröder 2003). Supply chain management is also enhanced in the management of these chemicals to ensure that all the chemicals are accounted for by the management. Employee morale has also been enhanced at KFC through the establishment of systems that allow the employees to participate in the quality assurance process. The company allows them to state their views on the various flavors that are in stock, methods of improving service delivery and complaints handling mechanisms that should be initiated. Quality assurance mechanisms are more likely to succeed when employees are integrated into the system. Evaluation of Quality Assurance Mechanisms at KFC KFC has clear set objectives into its mode of operation clearly stipulating the goals that it seeks to achieve in the aspect of customer satisfaction. The functions of each individual within the system have also been detailed to allow for efficient division of roles. Pest management has been allocated to a Pest Control company; customers have been entrusted with the role of evaluation through their mystery customer programme. Auditors and independent evaluation bodies have also been contracted to undertake independent evaluations. Various actors in the production and management process have also been listed which gives a sense of accountability to the consumers. Ayamas has been identified as the supplier of all chicken that is used by the company. Nestle and other companies have also been identified as the main source of raw materials that the company uses. The responsibilities of these actors have also been listed thus giving the consumer an opportunity to fully understand the origin and production process that the products go through. Relevant documentation is also available in all aspects of the company's operation. Information about the general origin and operations of the company can be found over the internet listing their locations and major branches that are available all over the world. Menus and catering options have also been listed to provide consumers with more information on the available products and services. The documentation and division of responsibilities within the company have been well organized, are functional and seek to promote the quality assurance systems of the organization. The comprehensive nature of the quality assurance system was also evaluated alongside the efficiency of the quality assurance procedures. The quality assurance procedures covered all aspects of the company's mission. Hygiene and sanitation procedures were quite comprehensive with hand washing stations being placed in strategic areas in the premises (Hester & Harrison 2001). All members of staff were vaccinated against Typhoid and underwent medical checkup to ensure that they were healthy enough to handle public food. These go hand in hand with the company's mission of serving food in a clean and sanitary environment. Special attention is also paid to procedures ad structures that are geared towards inspiring and implementing new ideas. This is seen in the manner in which the company invests in food technologists, an operational culture that supports innovation. These technologists are meant to come up with new and exciting flavors to maintain the interest of the customers in the company's products. Staff recruitment and development is also undertaken in an efficient manner. In the various franchises that it opens, KFC seeks to employ staff from those countries to ensure that the brand is able to identify with the local people. On recruitment, the staff is exposed to a series of training procedures on hand washing and food handling that ensures that they are able to handle customer's food in a manner that adhered to the company's mission and objectives. This prevents food contamination while empowering the employees on various aspects of food safety. Quality assurance is a natural and integral part of the company's activities and is used to govern activities at the management level (Horch 2003). The management is committed to the system with clear and continuous evidence of the presence of information being used to systematically steer KFC's operations. Relevance of, and access to the information that is generated by the quality assurance team is also systematic. KFC collects information on quality assurance in a manner of mechanisms that include evaluation specialists, customers and members of staff. This information is often compounded and analyzed after which it is disseminated back to the staff through internal communication systems. The various members of staff are very active and committed to the quality assurance system with external stakeholders also involved in the process. These external stakeholders are also informed of quality assurance issues in its external communications. KFC constantly monitors, evaluates and develops the operations of the quality assurance systems in a systematic and comprehensive manner. Conclusion KFC has got efficient quality assurance management systems that it has implemented. This has enabled it to achieve efficiency in operations that has realized the franchise companies operate in a manner similar to the parent company. It has displayed a readiness to pursue and excellence journey and is a brand that will be available in the streets of our towns for many more years to come. References Anon, 2012. About KFC. KFC Holdings. Available at: http://www.kfc.com.my/about-quality.php [Accessed November 24, 2012]. Anon, 2002. Quality assurance guidance document quality assurance project plan for the Air Toxics Monitoring Program, Diane Publishing. European Association of Agricultural Economists, 2007. Quality Management in Food Chains L. Theuvsen, ed., The Netherlands: Wageningen Academic Pub. Hester, R.E. & Harrison, R.M., 2001. Food Safety and Food Quality R. E. Hester & R. M. Harrison, eds., Cambridge: Royal Society of Chemistry. Horch, J., 2003. Practical Guide to Software Quality Management 2nd ed., New York: Artech House. Mehta, P. V., 2004. An Introduction To Quality Assurance For The Retailers, Lincoln, NE: iUniverse. Mitra, A., 2012. Fundamentals of Quality Control and Improvement 2nd ed., Hoboken, New Jersey: John Wiley & Sons. Nohe, M., 2009. Implementation of quality control measures in project management, Newark, NJ: GRIN Verlag. Rose, K., 2005. Project quality management: why, what and how, New York: J. Ross Publishing. Schröder, M.J.A., 2003. Food Quality and Consumer Value: Delivering Food that Satisfies, Berlin Heidelberg: Springer-Verlag. Read More