KFC Jamaica – Operation and Services Flow

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<p align="justify">The purpose of the present article is to formulate a work allocation flow chart of the KFC Jamaica restaurant. The flow of services and products of KFC restaurants operated by the Restaurants of Jamaica (ROJ) under the Yum International standards will be analyzed in this assignment mainly focusing on the fixed sequence of operations of service of customers. The assignment will include surveys and interviews from managers, workers, and the consumers.</p>
<h1 align="justify">Introduction of KFC Jamaica</h1>
<p align="justify">Restaurants of Jamaica is a company which started KFC franchises in Jamaica for the provision of fast food services and fried chicken in the locality in 1975. Main products of KFC-Jamaica are varieties of fried chicken i.e. Original Recipe, Hot &; Spicy, and BBQ. Similarly, various kinds of sandwiches like zinger and kruncher are included in the menu. Other miscellaneous items like salad, popcorn, burgers, French fries and soft drinks are also available in KFC-Jamaica (KFC Jamaica, n.d.). This assignment will analyze the service of KFC-Jamaica restaurants.</p>
<h2 align="justify">Process for Investigation</h2>
<p align="justify">The process of serving the customers and delivery of their orders at the counters of KFC-Jamaica will be investigated in this assignment. The Quality of a restaurant depends mainly on the standard of service being provided to the customers.</p>
<h1 align="justify">History of KFC &; KFC Jamaica</h1>
<p align="justify">History of KFC starts in 1930 from North Corbin, Kentucky from Mr. Harland Sanders who was born in 1890 in a low-income family. His father died when he was only six years old, and he had to become the breadwinner of the family. Mr. Harland Sander was dropped from school at an early age. It took a long and hard journey for Mr. Harland Sander to become Colonel Kentucky. He changed many professions in his life i.e. soldier, farmer, firefighter, and insurance agent. During the period of great depression of 1929-1933, he started his own business of fried chicken in Corbin Kentucky in 1930 at a local gas station. Name of his dining area was &#8220;Sanders Court &; Cafe.&#8221; His business of fried chicken was so successful that he was awarded the title of “Kentucky Colonel” by the then Governor of Kentucky Ruby Laffoon to recognize his contribution towards the cuisine of the state. Gradually, Sanders expanded his restaurant to 142 seats. By 1939, his “Original Recipe” had been completed. During the 1950s, Colonel Kentucky had started touring all the country to introduce KFC franchise (Farhat). He made agreements with investors. First franchise of Kentucky Fried Chicken was opened in 1952 at South Salt Lake, 1952, Utah State. He sold rights of KFC in 1964 (History of KFC).</p>
<p align="justify">Since then Kentucky Fried Chicken (KFC) is on its highway of global expansion in the globalized world and today it has become world’s second largest chain of restaurants with more than 20,000 locations spread over 123 countries over the globe. KFC has built its brand by focusing on fried chicken (KFC, n.d.). Its headquarter is in Louisville, USA.</p>
<p align="justify">KFC reached Jamaica in 1975 when the Myers family of Jamaica; who were owners of Restaurants of Jamaica (ROJ), opened KFC franchise on 18 June 1975 at Old Hope Road Kingston-6 under the license from Hueblein International. ROJ has patronized both the KDC and Pizza Hut in Jamaica since then. Now KFC has 32 operational restaurants in Jamaica. Restaurants of Jamaica (ROJ) have quality driven culture under the standards of Yum International for their services.</p>
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<h2 align="justify">Service Process Matrix of KFC-Jamaica</h2>
<p align="justify">Exclusive services of KFC are the delivery of orders to the customers and their speedy and precise disposal. Customers of KFC are not bothered by their products because it is the world&#8217;s second largest fast food chain of restaurants. However, service of KFC is subject to many factors like employee behavior and customer satisfaction with the standard being provided. KFC, Jamaica, Kingston is well equipped with modern machines and technology for processing of fried chicken and other products.</p>
<p align="justify">If services of KFC are analyzed under the Roger Schemer’s service process matrix, it can be argued that services operations of KFC are not labor intensive i.e. cost of labor is not more than that of plant and equipment. KFC utilizes modern machinery and technology for preparation of fried chicken. Hence, the degree of labor intensity is lower for KFC-Jamaica restaurants. Therefore Labor intensity factor will remain in one of the upper quadrants of the schematic diagram of the model.</p>
<p align="justify">On the other hand degree of customization and interaction with the customers is very high at any of the KFC restaurants because it is a fast food business which is heavily dependent upon the number of customers. Employees are not supposed to process an order without a customer; hence, customers are central to this business. Also, customers determine the nature of processes to be carried out by labors (employees). KFC business is directly proportional to the number of customers. This is the reason that interaction with customers is very high. Similarly, the degree of customization is also very high because services are subject to the order placed by the customers. Therefore, the degree of customization and interaction in the diagram should be placed towards the right side of the x-axis on the diagram.</p>
<p align="justify">To conclude, KFC-services are not labor intensive. Therefore labor factor will be located at upper part of the roger&#8217;s service process matrix where the degree of interaction is high. Therefore this factor will be placed on the right side of the column. Superimposing both the factors will yield following Service Process Matric of KFC-Jamaica:-</p>
<p align="justify"><img data-attachment-id="2827" data-permalink="https://mba-tutorials.com/kfc-jamaica-operation-and-services-flow/kfc-jamica/" data-orig-file="https://i0.wp.com/mba-tutorials.com/wp-content/uploads/2022/07/KFC-Jamica.png?fit=845%2C506&;ssl=1" data-orig-size="845,506" data-comments-opened="1" data-image-meta="{";aperture";:";0";,";credit";:";";,";camera";:";";,";caption";:";";,";created_timestamp";:";0";,";copyright";:";";,";focal_length";:";0";,";iso";:";0";,";shutter_speed";:";0";,";title";:";";,";orientation";:";0";}" data-image-title="KFC Jamica" data-image-description="" data-image-caption="" data-medium-file="https://i0.wp.com/mba-tutorials.com/wp-content/uploads/2022/07/KFC-Jamica.png?fit=300%2C180&;ssl=1" data-large-file="https://i0.wp.com/mba-tutorials.com/wp-content/uploads/2022/07/KFC-Jamica.png?fit=845%2C506&;ssl=1" class="aligncenter size-full wp-image-2827" src="https://mba-tutorials.com/wp-content/uploads/2022/07/KFC-Jamica.png" alt="" width="845" height="506" /></p>
<p align="justify">
KFC-Jamaica will be placed in the broad classification of Service Shop of Roger’s matrix (Bhasin, 2016).</p>
<p><img data-attachment-id="2828" data-permalink="https://mba-tutorials.com/kfc-jamaica-operation-and-services-flow/services-flow-chart/" data-orig-file="https://i0.wp.com/mba-tutorials.com/wp-content/uploads/2022/07/Services-Flow-chart.png?fit=927%2C380&;ssl=1" data-orig-size="927,380" data-comments-opened="1" data-image-meta="{";aperture";:";0";,";credit";:";";,";camera";:";";,";caption";:";";,";created_timestamp";:";0";,";copyright";:";";,";focal_length";:";0";,";iso";:";0";,";shutter_speed";:";0";,";title";:";";,";orientation";:";0";}" data-image-title="Services Flow chart" data-image-description="" data-image-caption="" data-medium-file="https://i0.wp.com/mba-tutorials.com/wp-content/uploads/2022/07/Services-Flow-chart.png?fit=300%2C123&;ssl=1" data-large-file="https://i0.wp.com/mba-tutorials.com/wp-content/uploads/2022/07/Services-Flow-chart.png?fit=927%2C380&;ssl=1" class="aligncenter size-full wp-image-2828" src="https://mba-tutorials.com/wp-content/uploads/2022/07/Services-Flow-chart.png" alt="" width="927" height="380" /></p>
<h1 align="justify">Environmental Dimensions of the Service Space</h1>
<p align="justify">Service space theme of KFC is exquisite and attractive to customers and employees alike. The layout of the KFC restaurants all over Jamaica &; especially Kingston is very charming and pleasing. A red color scheme along with aesthetically decorated lighting is a source of customer attraction. Sitting arrangement is very comfortable for the customers. The behavior of employees is based on customer preference.<br />
Interior decoration and beautification of KFC restaurants has effects of calmness and peace. The red color is very prominent which is used very elegantly. Cooking process of KFC is well equipped with all the requisite modern technology. KFC workspace is very hygienic and in line with Yun International standards.</p>
<p align="justify">Above mentioned factors make a strong case for very viable ambient conditions for the customers at KFC-Kingston. The spatial layout has been well engineered. KFC-Jamaica is self-service based and hence offers a higher degree of freedom to the customers to move freely in the restaurant. The arrangement of furnishing and fixtures is very balanced and is a masterpiece of interior decoration. It offers a sense of customer-friendly gesture to customers. Customers can move around freely easily. Unique white and red color combination with the Colonel Kentucky&#8217;s picture is itself a big attraction for customers. The environment of KFC, Kingston is just the perfect for customers in all respects.</p>
<h1 align="justify">Methodology</h1>
<p align="justify">Qualitative research methods were used for the research. The primary method of research has been used to conduct the research on the project. The research methods employed included interviews, surveys, and questionnaires from managers, employees, and customers. This method of analysis has been used because only primary research can enable us to find the true standard of services of KFC restaurants. Secondary research methods would not have been reliable in the research Interviews, surveys, and questionnaires have been used to find the response and data from people. Because the service in question is directly linked to customers, therefore, the rating of customers was very useful. Conducting interviews with a very large number was not possible; therefore, online surveys and questionnaires were also used to broaden the domain of data in the research. Similarly, personal observation of KFC restaurants at Kingston has also been made the part of research method to assess the functionality and organizational discipline vis-à-vis standard thereof.</p>
<p align="justify">Secondary research methods have also been employed to link the research with the previous works on the subject which have also been cited. Sources include internet online material and library books.Interview with managers of KFC restaurants in Kingston and other parts of Jamaica reveal that these restaurants are doing well because of huge potential in the locality. Yum group is operating these restaurants in the unique style which are successful in seizing the Jamaican market. Few managers have opined that inclusion of some Jamaica-specific recipes and products will integrate the organization into the community for a better business.Employees of various KFC restaurants have elaborated their experience that KFC is a good place to work. Most of the employees like the working environment and are content with their employers. Customers are the most important judges of the services offered by KFC because they are at the receiving end. Most of the customers have rendered positive views about KFC. Some of the customers mentioned that they would like to have a free internet service at KFC on the analogy of McDonald&#8217;s. Most of the customers were satisfied with the employee behavior, environment, furnishings, settings and theme of KFC restaurants.</p>
<h1 style="text-align: left;" align="justify">
References</h1>
<p style="text-align: left;" align="justify">Bhasin, H. (2016, December 6). Marketing strategy of KFC – KFC Marketing strategy. Retrieved from Matketing91: http://www.marketing91.com/marketing-strategy-of-kfc/<br />
Farhat, J. (n.d.). A Brief History of KFC. Retrieved from https://www.scribd.com/doc/39507717/A-Brief-History-of-Kfc<br />
History of KFC. (n.d.). Retrieved from http://library.binus.ac.id/eColls/eThesisdoc/Bab1/Bab%201_BI07-41.pdf<br />
Jurevicius, O. (2013, Feb 16). SWOT analysis of KFC. Retrieved from Strategic Management Insight: https://www.strategicmanagementinsight.com/swot-analyses/kfc-swot-analysis.html<br />
KFC. (n.d.). History. Retrieved from KFC Jamaica: http://www.kfcjamaica.com/history.html<br />
KFC Jamaica. (n.d.). Retrieved from http://www.kfcjamaica.com/menu_wings_popcorn.html<br />
KFC. (n.d.). ROJ INVESTMENT CONTINUES: COMPANY OPENS 32nd KFC RESTAURANT. Retrieved from KFC Jamaica: http://www.kfcjamaica.com/news_32.html<br />
Success Story. (n.d.). Kentucky Fried Chicken Success Story. Retrieved from Success Story: https://successstory.com/companies/kentucky-fried-chicken</p>
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