1.
WELCOME TO THE
PRESENTATION
Course : Total Quality Management
Course Code: MGT-414

2.
GROUP NO: 02
SL NAME ID NO
1 MD. SHOURAV TALUKDER 16 MGT-006
2 RAMISAANNAN (GL) 16 MGT-007
3 TASNUBA BINTE MAHTAB 16 MGT-008
4 BIVASH KUNDU 16 MGT-009
5 SAGAR KUMAR 16 MGT-010

3.
Total Quality Management Practices in KFC

4.
TOTAL QUALITY MANAGEMENT
• TQM is the act of improving and monitoring
the excellence of product or service which is
produced. Many organizations around the
world apply TQM for competence and better
service hence TQM completion is necessary
and important.
• Here we have chosen the company, KFC, to
analyze its TQM practices.

5.
BACKGROUND OF THE COMPANY
KFC is the world largest and most well known chicken restaurant chains with
more the 10 thousand locations worldwide.
• Full Form: “Kentucky Fried Chicken”
• Founder: “Colonel Harland Sanders”
• Founded: March 20, 1930; 89 years ago, North Corbin, Kentucky.
• Headquarter: Gardiner Louisville, Kentucky, US.
• No. of location: 22,621 in 136 countries.
• Income: US $23 billions.
• Employees: More then 200 thousand in all over the world.
• CEO: Roger Eaton
• Parent Organization: Yum! Brands

6.
KFC MISSION, VISION & VALUES
KFC Mission Statement
To serve finger lickin' good food to all the
customers!
KFC Vision Statement
To be the leading integrated food services group
in the ASEAN region delivering consistent
quality products and excellent customer-focused
service.

7.
PRODUCTION PROCESS OF KENTUCKY FRIED
CHICKEN (KFC)
• Step 1: Prepare the breading mixture, which includes flour, salt, milk, egg powder, and all
of the Colonel's original secret seasoning.
• Step 2: Dump out the chicken and inspect for defects. For example, any chicken that has
part of a bone broken off or that looks bruised in some way would be discarded.
• Step 3: Dip the chicken in cold water for seven seconds to ensure that the breading will
stick to the chicken. The water needs to be swapped out after every batch of chicken.
• Step 4: After the seven-second dip, let the chicken drip dry for seven seconds. The
number seven is a big one in KFC lore.

8.
PRODUCTION PROCESS OF KENTUCKY
FRIED CHICKEN (KFC) CONTINUED…
• Step 5: Dump the chicken into the breading, lifting and folding it in the seasoning
seven times.
• Step 6: Scoop the chicken into a basket, shaking off the excess breading with a sea-
saw motion.
• Step 7: Rack the chicken, arranging it on the tray jigsaw-style to better fit all the
pieces. Tips of wings are folded underneath, to prevent burned ends.
• Step 8: Stack the racks and place them in a pressure fryer for 25 minutes. After 25
minutes, the chicken is ready to eat.

9.
PROCESS LAYOUT
Customer Place Order
Raw
Material
Cook Assemble
Finished
Goods
Deliver
Customer Place
Order
Raw
Material
Cook
W.I.P
Assemble Deliver
KFC Old Process Layout:
KFC Modern (New) Process Layout:

10.
DIMENSION OF QUALITY MANAGEMENT IN KFC
• Performance Dimension:
Since KFC is a restaurant business, the grading of materials and resources in KFC is
complying with performance dimension.
• Aesthetic Dimension
KFC company design how the layout facility, outlets cleanliness, interior design as well as
the food packaging to satisfy every individual’s personal preference.
• Reliability Dimension
The reliability includes the ability of KFC’s machine to be reliable into certain period and
the food services are well done by right people.
• Conformance Dimension
This is the most essential dimension for KFC’s customers since this is tangibly measure
how well KFC’s products and services conform with customer delight and expectations.

11.
DIMENSION OF QUALITY MANAGEMENT IN KFC
CONTINUED…
• Durability Dimension
KFC’s durability for their processing machine such as frying machine, frozen materials are
very important to be kept, since it determines their quality of maintaining their capitals.
• Perceived Quality Dimension
KFC is ratified by ISO 9000 because their sustainable qualified quality of product and
services which they provide.
• Serviceability Dimension
KFC is considered as fast handler of customer problem about the service as well as product
complaints. They do provided customers feedback via online and the speed for respond is
fast and effective.

12.
TOTAL QUALITY MANAGEMENT TECHNIQUES
USED IN KFC
1. Continuous improvement: Kentucky Fried Chicken’s quality management program stresses
continuous improvement to processes, employee empowerment and training of staff to use
quality management tools and methods.
2. Benchmarking: It is the practice of comparing business processes and performance metrics
to best industries and best practices with other companies. KFC usually does its
benchmarking activities with companies like burger king, McDonalds Subway, Starbucks etc.
3. Employee involvement: To make employees work better, employee has to be engaged
properly. 147 employees of KFC agree that company provides attractive opportunities for
growth and improvement.

13.
TOTAL QUALITY MANAGEMENT TECHNIQUES
USED IN KFC CONTINUED..
5. Six Sigma: By using Six Sigma the KFC management has identifying and
measuring the processes of their organization before the work is done.
6. ISO 9001: As the ISO certification is maintain for certain period and will be
reviewed from time to time, there is no need to qualify again and again the same
process. As KFC has a reputable certification, there is no need for customer to
request additional audits to be carried on.
7. JIT Model: As KFC company follows JIT model it allows the company to keep up
to date with customer demands and new technologies. It uses JIT as it is seen as a
more cost efficient method of holding stock.
8. Fishbone Diagram: KFC Company uses fishbone diagram when identifying
possible causes for a problem especially when a team’s thinking tends to fall into
ruts.

14.
MEASURES TAKEN TO IMPLEMENT TQM IN
KFC
 Commitment by senior management and all employees
 Meeting customer requirements
 Reducing development cycle times
 Improvement teams
 Reducing product and service costs
 Systems to facilitate improvement
 Line management ownership
 Employee empowerment
 Recognition and celebration
 Focus on processes or improvement plans

15.
RECOMMENDATIONS
• To integrate their total quality management program to be more systematic and
customer centric.
• KFC quality management is that the provision of the fresh broiler chicken with high
quality from certified poultries.
• Start doing Control Chart because control chart is about how a process for producing
their foods change over time in their quality management.
• The teams need to do brainstorming to generate ideas for reducing hang time. From the
basics of quality management, the employees were the best sources of specific
improvement ideas and for implementing them in individual restaurants.

16.
RECOMMENDATIONS CONTINUED..
• The trained service teams conduct regular inspections which include night treatment
after operation hours and also provide follow-up checks during operation hours
whenever needed, in every restaurant. There is a detailed checklist to ensure that no
steps are missed.
• Doing the PEST Control. Each PEST control company will present periodic trend
reports of PEST activity to the management for corrective actions and remedy.
• Due to the encouraging conditions in the tropical climate, PEST control is indeed a
challenge. However, we relentlessly continue to maintain our standards and have
engaged reputable pest control companies to assist us in this matter.

17.
CONCLUSION
• KFC is a renowned and successful venture. It has been accepted and appreciated worldwide. It
is performing very well in its functions and completely fulfilling all the basic responsibilities
with the help of TQM tools. TQM principles must be supported at all levels of the organization
or company as to be effective in improving quality from the lowest-level hourly. KFC uses the
TQM techniques in effective manner.
.

18.
THANK YOU!