SLIDE-1 – QUALITY MANAGEMENT

QUALITY PRACTICE AT KENTUCKY FRIED CHICKEN (KFC)

SLIDE-2- QUALITY

With so many options available to customers, we may be wondering whether or not quality
still matters. The answer is a resounding “yes,” and quality isn’t just about offering a
product or service that exceeds the standard, but it’s also about the reputation we gain for
consistently delivering a customer experience that is “above and beyond.” Managing
quality is crucial for small businesses. Quality products help to maintain customer
satisfaction and loyalty and reduce the risk and cost of replacing faulty goods. Companies
can build a reputation for quality by gaining accreditation with a recognized quality
standard.

Meet Customer Expectations

Regardless of what industry we’re involved in, our customers aren’t going to
choose us solely based on price, but often on quality. In fact, customers will pay
more for a product or service that they think is made well or exceeds the standard.
our customers expect us to deliver quality products.

Quality is Critical to Satisfied Customers

If we fail to meet customers' expectation, they will quickly look for alternatives.
Quality is critical to satisfying our customers and retaining their loyalty so they
continue to buy from us in the future. Quality products make an important
contribution to long-term revenue and profitability. They also enable us to charge
and maintain higher prices.

Quality is a key differentiator in a crowded market. It’s the reason that Apple can
price its iPhone higher than any other mobile phone in the industry – because the
company has established a long history of delivering superior products.

Establish Reputation
Quality reflects on our company’s reputation. The growing importance of social
media means that customers and prospects can easily share both favorable
opinions and criticism of our product quality on forums, product review sites and
social networking sites, such as Facebook and Twitter. A strong reputation for
quality can be an important differentiator in markets that are very competitive. Poor
quality or product failure that results in a product recall campaign can lead to
negative publicity and damage our reputation.

If our business consistently delivers what it promises, our customers are much
more likely to sing your praises on social media platforms.

Meet or Exceed Industry Standards

Adherence to a recognized quality standard may be essential for dealing with
certain customers or complying with legislation. Public-sector companies, for
example, may insist that their suppliers achieve accreditation with quality
standards. If we sell products in regulated markets, such as health care, food or
electrical goods, we must be able to comply with health and safety standards
designed to protect consumers.

Accredited quality control systems play a crucial role in complying with those
standards. Accreditation can also help us win new customers or enter new markets
by giving prospects independent confirmation of our company’s ability to supply
quality products.

Manage Costs Effectively

Poor quality increases costs. If we do not have an effective quality-control system
in place, we may incur the cost of analyzing nonconforming goods or services to
determine the root causes and retesting products after reworking them.

In some cases, we may have to scrap defective products and pay additional
production costs to replace them. If defective products reach customers, we will
have to pay for returns and replacements and, in serious cases, we could incur
legal costs for failure to comply with customer or industry standards.

Businesses world over strive very hard to provide quality products and services to consumers. A
good quality product is considered as granted by the consumer. Success of a business depends on
reading and understanding consumers’ perception regarding quality of product or service provided
by the company. The aim of the company is to bridge any gap between expectations of consumer
regarding quality of a product and its performance.

Manufacturing good quality products help businesses to achieve: low production cost and increased
market share by having more satisfied customers. By applying good quality measures a company is
able to produce products which conform to established quality standards and does not find need to
rework or reproduce failed products

a quality product would help to satisfy needs of customers. A product or service satisfying the needs
of customers would encourage them to buy or use them again. Such satisfied customers would also
encourage other individuals to buy or use similar product or service.

Quality of products and services used by customers is taken as granted. Every product or service
purchased and used is considered to provide quality. But different customers define quality in
different ways. Individuals can define quality in terms of price of product/service, availability,
durability or extra features that it offers.

SLIDE – 2

KFC, the most famous food store for chicken lovers. Whenever we think of
fried chicken wings our brain immediately takes us to the KFC outlets.
Kentucky Fried Chicken, more commonly known by its initials KFC, is
an American fast food restaurant chain that specializes in fried chicken.
Headquartered in Louisville, Kentucky, it is the world's second-largest
restaurant chain (as measured by sales) after McDonald's, with almost
25,000 locations globally in 145 countries and territories around the
world
KFC was one of the first American fast-food chains to expand
internationally, opening outlets in Canada, the United Kingdom,
Mexico, and Jamaica by the mid-1960s. Throughout the 1970s and
1980s, it experienced mixed fortunes domestically, as it went through a
series of changes in corporate ownership with little or no experience in
the restaurant business.
The chain continued to expand overseas, however, and in 1987, it
became the first Western restaurant chain to open in China. It has
since expanded rapidly in China, which is now the company's single
largest market.