EVALUATION OF VARIOUS OPERATIONAL MANAGEMENT IMPACT TO KFC

CONSUMERS SATISFACTORY

2.1 Initial sub-research questions (three to four)

There are so many various management strategies that are being implemented in
corporations today and KFC is one of the fast-food companies who has the most
notable operational management, so this study attempts to answer the following
questions:
1. What are the operational management used by KFC?
2. What is the measurement used to consumer’s satisfaction?
3. What are the impacts of operational management used by KFC to its consumers
satisfactory?
2.1 Working Abstract 
This study will focus on different kinds of operational management being used by KFC
and its impact to consumers satisfactory. The qualitative perspective of this research
will give enlightenment to various beneficiary of this study. The data collection that will
be used in this research will adaptation of secondary data to further utilized existing
data to suffice the necessary information in making this research. Through this study,
different kinds of operational management from KFC can be learned as well as its
impact to consumers satisfaction that generates profit for the corporation.

2.2 BACKGROUND
Kentucky Fried Chicken or also known as KFC has started by Harland Sanders’ famous
recipe taught by his mother. Although his life has gone through path road, he managed
to strive and share his cooking talent at the back door of his gas station. Occasional
customers came in and loved his cooking that Sanders started his official restaurant at
open street to facilitate 142-seat restaurant. Despite the demand, Sanders was forced
to close his restaurant when World War II occurred causing the economy to bankrupt.
After the war, he auctioned his restaurant for $75,000, although it was originally valued
at $165,000, just to pay for his debts. He didn’t lose hope and started going to different
restaurants to suggest to include his recipe to their menu, which he successfully done
so. After several years, 600 outlets franchised his recipe in United States and Canada.
In 1964, he sold Kentucky Fried Chicken for $2 million and a per-year salary of $40,000.
There are more than thousands of branches located in different part of the world.
Currently, KFC established 329 branches in the Philippines.
2.3 State the Management dilemma

The management dilemma described in our first proposed title concerns operational
management's impact on the satisfaction of KFC customers. Since KFC's operation
management determines the number of raw materials needed for the manufacturing
process, service, and food production, Therefore, it has an impact on KFC's customer
satisfaction. 

KFC CORPORATION FINANCIAL STATEMENTS

Income Statement
Statement of Financial Position
2.5 Initially identified variables, concepts, theories

Since this study focuses on the consumers satisfactory by KFC operational

management, the dependent variable will be the consumers preferences while the
independent variable will be the implementation for the operational management of KFC
Corporation.
Nature/Description of the study: Qualitative research

Data Type: Secondary data that gathered from the internet.

Statistical: By Observation .

2.5 Significance of the Study

This research will give enlightenment to the following people:

1. Managers. They will be the most beneficiary of this study because they will learn
how to utilize operation management properly to meet the standard of the
consumers satisfaction.
2. Board of Directors. They will also be affected to this study since they are the
main shareholders of the corporation and identifying which operation
management is the most effective by reading this research will make them
realize how crucial operation management is in making profit for the corporation.
3. Consumers. They will be enlightened as what kind of management they are
having in KFC and why they are choosing or not choosing the said fast-food
chain.
4. Future Managers. Having this research will benefit them to gain strategic idea to
increase their managerial skill.
5. Other similar industry. They will learn in this research how crucial utilizing
operation management in a fast-food industry so they can avoid any loss for
implementing ineffective management strategy.
6. Future researchers. This study can be used as another data for their research
related to their study.

2.6 TIMETABLE

Researchers will propose the timetable below to be followed in order to effectively finish
the research on time. This is only a draft and subject to changes.

TASKS DAY 1 DAY 2 DAY 3 DAY 4 DAY 5 DAY 6

1st week

Finalizing
introduction

Finding RRL
 Arrangemen
t for the RRL

Gathering
data for
analysis

TASKS DAY 1 DAY 2 DAY 3 DAY 4 DAY 5 DAY 6

2nd week

Qualitative
analysis

Explaining
the result

Making the
paragraph
for results

Abstract
making

REVIEW of RELATED LITERATURE

Strategic and operational management of organizational resilience: Current state

of research and future directions
Abstract: This article uses both a systematic literature search and co-citation analysis to
investigate the specific research domains of organizational resilience and its strategic
and operational management to understand the current state of development and future
research directions.

The research stream on the organizational and operational management of resilience is

distant from its infancy, but it can still be considered to be in a developing phase. We
found evidence that the academic literature has reached a shared consensus on the
definition of resilience, foundations, and characteristics and that in recent years, the
main subfield of research has been supplying chain resilience. Nevertheless, the
literature is still far from reaching consensus on the implementation of resilience, i.e.,
how to reach operational resilience and how to create and maintain resilient processes.
Finally, based on the results of in-depth co-citation and literature analysis, we found
seven fruitful future research directions on strategic, organizational and operational
resilience.

Flexibility-based operational management of a microgrid considering interaction

with gas grid

Power systems have been undergoing significant restructuring as a result of increasing

independently operated local resources. Consequently, new entities, i.e. microgrids
(MGs), are developed, which facilitate the integration of local resources, specifically
renewable energy sources (RESs), into the operation of power systems. Despite many
benefits, the integration of RESs could cause severe ramping’s in the net-load, which
would challenge the reliable operation of the system. Therefore, it seems essential that
flexible local resources in an MG should be employed to provide flexibility services to
the main grid, thus ensuring that ramping in the MG’s net-load would meet the ramping
capability in the upper-level system. Accordingly, this study aims to develop an energy
management framework to schedule local resources in an MG considering system’s
ramping limits. In this regard, the interaction between electricity and gas grid as a
potential future flexible resource for energy systems is considered in the developed
scheme. Moreover, the chance-constrained methodology is employed to address the
uncertainty associated with the operational management of RESs. Finally, the proposed
energy management model is analyzed from different perspectives to show the
importance of the contribution of flexible local resources to the efficient improvement of
the power system flexibility.

Consumers’ Preferences and Attitudes Toward Local Food Products

Abstract: In recent years, consumers’ interest in local food has significantly increased.
Several studies in the agricultural economics and marketing literature have analyzed
mainly consumers’ preferences for local food products. In this study, we perform a
consumer segmentation with regard to consumer behavior toward local food. We
collected data from a survey conducted during summer 2010 in Naples, South Italy.
Consumer segments were identified taking account of five aspects: (1) food
consumption styles; (2) perception of local food; (3) purchasing motives; (4) perceived
quality of local food; and (5) sociodemographic characteristics. They could be profiled
as ethnocentric consumers, environmentalists, strict localists, and quality labeling
oriented.

Exploring the effect of distinct family firm reputation on consumers’ preferences

Abstract: Are family-owned companies perceived more positively by consumers than

their non-family analogues, as has been proposed by family business scholars? A
multiplicity of anecdotal clues as well as theory and some empirical evidence support
the proposition that family firms enjoy a consumer-based reputational advantage over
non-family firms. However, it has not yet been empirically shown that this presumed
superior reputation effectively positively affects consumer's product and service
preferences. In this research, we investigate consumer's distinct perceptions of family
firms as a class of economic actors, and their preference for or indifference towards the
services or products offered by family firms as compared to those of non-family
businesses. Using covariance-based structural equation modeling on a sample of 253
Swiss consumers, we find that promoting a company's status as a family firm
strengthens consumers’ preference for the products and services offered by family
firms, mainly because of the relational quality’s consumers associate with family-owned
companies.

Assessing consumers' satisfaction and expectations through online opinions:

Expectation and disconfirmation approach

Abstract: The opportunity to capture the opinions of the general public about multiple
topics such as social events, marketing campaigns, and product preferences has raised
more and more interest in the business world. This paper aims to find the users' level of
expectation associated with multiple types of opinion. In addition, the study also aims to
find the effect of sentiment words on customer satisfaction at the post-purchase stage.
In this work, the positive, negative and neutral sentiment words relating to the users'
satisfaction were analyzed. Firstly, the questionnaire comprising seven sections was
proposed to collect data. The study used the expectancy disconfirmation theory (EDT),
and a set of seven hypotheses. Confirmatory factor analysis (CFA) and structural
equation modelling (SEM) were used to analyses the data and evaluate the research
model. The findings of this study imply that regular, comparative and suggestive
opinions have a positive effect in raising users’ expectations. This study also predicted a
strong relationship between expectation, performance and disconfirmation. In addition,
sentiment words proved to be a full mediator in predicting user satisfaction with a
purchased item.

A Case Study of Consumer Satisfaction of Kentucky Fried Chicken

Abstract: The purpose of this study is to examine consumer satisfaction towards
Kentucky Fried Chicken Corporation (KFC). This paper is presenting what are the
factors influencing consumer satisfaction. KFC is known as one of the most popular
fast-food chains around the world. The findings indicate that the services and products
of KFC give a big impact on consumer satisfaction and thus most of the consumers are
satisfied with the current services and KFC products.

What Drives Experiential Loyalty Toward Smart Restaurants? The Case Study of
KFC in Beijing

Abstract: The purpose of this study is to test the relationships among experiential
quality, perceptual evaluation, perceived ease of use, perceived usefulness, experiential
involvement, experiential satisfaction and experiential loyalty. The data used in this
study were acquired from a sample of 494 customers ordering their meals using facial
recognition at one fast food restaurant (KFC) in Beijing, China. The empirical findings
reveal that experiential quality exerts a direct influence on experiential involvement,
perceived ease of use and perceived usefulness. Perceived ease of use is an
antecedent of perceived usefulness and experiential quality, perceptual evaluation,
perceived ease of use and perceived usefulness that can bring about experiential
satisfaction. Experiential involvement moderates the relationship between experiential
satisfaction and experiential loyalty. Perceptual evaluation, perceived usefulness,
experiential involvement and experiential satisfaction contribute to experiential loyalty.
The discussion provides implications and managerial insights for research and practice.

Comparative Study on Customer Satisfaction Towards KFC and McDonalds

The international market is flooded with various sectors and industries that involve
products of daily as well as occasional use for the consumers. In today’s competitive
world, Service Quality has become one of the most strategic tools for measuring
customer satisfaction. The main objective of the study is to compare customer
satisfaction level towards KFC and McDonalds, Chennai. Descriptive research is
followed in this research. The universe of the population includes the respondents who
are the customers of KFC and McDonalds, located at Mogappair, Chennai. The
samples (i.e., sample size 50) were selected among the customers of KFC and
McDonalds, located at Chennai for this research. The major findings of the study are
22% of KFC customers and 18% of McDonalds customers are not opined either
positively or negatively with respect to the quality of food. 18% of KFC customers and
12% of McDonald’s customers are not satisfied with price of the food. 24% of KFC
customers and 18% of McDonalds customers are satisfied with taste of the food. Both
the food giants have given each other immense competition in terms of customer
satisfaction, service quality and promotional strategies.

Operational Strategy and Management of KFC: An Enquiry

Abstract: This is a business case report on one of the world largest fast food chain
restaurants Kentucky Fried Chicken (KFC) in accordance on its operation management
and strategy. As the course requirement, the company has been selected on the
preference of my own with a prior approval of the unit leader. The report critically
analysis three operation management decision areas as design of goods and services,
quality management and supply chain management of KFC with suggestions to better
performance. Furthermore, it evaluates the strengths and weaknesses as well as
strategies with recommendations for achieving competitive advantages. Finally, the
report draws a conclusion with wrapping up the findings.

Customer Satisfaction and Quality of Service at KFC Kupang

Abstract: Because it's cheap, quick, and convenient, fast food has become a way of life
for many people. Kentucky fried chicken is one of the many fast-food establishments in
Kupang City (KFC). KFC, which has three locations in Kupang City, is the subject of this
investigation. Customer satisfaction at KFC Kupang City was examined as a result of
this research. This study employs quantitative methodologies in its investigation. All
KFC consumers in Kupang City were included in this study, conducted in three different
parts of the city. A total of 100 persons participated in this research. The classical
assumption test, multiple regression test, t-test, f-test, and coefficient of determination
test were utilized in the data analysis. – In Kupang City KFC, Physical Evidence,
Concern, and Responsiveness have no significant effect on Consumer Satisfaction,
whereas Reliability and Assurance have a substantial effect on Consumer Satisfaction.
This indicates that service quality elements such as Physical Evidence, Concern, and
Reliability substantially impact customer satisfaction in Indonesia based on the
simultaneous test findings. KFC in the city of Kupang.

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