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KFC operations report
Citation preview
Semester 2, Session
2012/2013
Prepared by:
1.Firmansyah Shidiq
Wardhana
CEB110723
2. Hakimah Bin Mohamad Mukhair
CEA100027
3. Haya Shadab Ali
CEB110702
4. Hana Mohammed Jama
CEB090711
CBEB2103 Operations Management Project
Prepared for:
Prof.Dr.Suhaiza Hanim bt Dato Zailani
Department of Operations And MIS
Faculty of Business and Accountancy
University of Malaya
2013
CBEB2103 Operations Management Final Project
1
TABLE OF CONTENT OPERATION MANAGEMENT
CBEB2103
MAIN CONTENT
I. Executive Summary 2
II. Introduction: Fundamentals of KFC Quality Management 3
III. Dimensions of Quality in KFC 4
IV. Determinants of Quality in KFC 5
V. Responsibility of Quality in KFC 6
VI. Costs of Quality in KFC 7
VII. Quality Control and Quality Assurance in KFC 8-9
VIII. Halal Food Compliance in KFC 10
IX. Challenges and Recommendation KFC Quality Management 12
X. Conclusion 14
APPENDICES
I Cover Page 1
II Table of Content 2
VV Bibliography/References 15
CBEB2103 Operations Management Final Project
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I. EXECUTIVE SUMMARY OF OPERATION MANAGEMENT PROJECT
Main Objectives
This report provides analysis about the operation management conceptualization in Kentucky
Fried Chicken (KFC) specifically about the management of quality, total quality management
and quality control as well as the elaboration toward KFC’s quality assurance. This report also
provides important terms, concepts, theories, models and approaches of quality managements
which are implied in KFCs. The method which used to gather the data is through the press
release of KFC’s global site and KFC’s Malaysia site as well as the previous studies about
KFC’s operation management in general scope.
Discussions
There are seven main parts which are discussed extensively into this report. The first is about
the fundamental of quality management in KFC. The second and third points are about
specific dimensions of quality in KFC as well as the quality service implementation in KFC
within several decades of its operations. The fourth point is about the determinants,
responsibility and costs of quality in KFC. The fifth point of quality management in KFCs
which is taken into serious consideration is total quality management (TQM) implementation
in KFC. The sixth point is about quality control of KFCs as well as the quality assurance
which lies in the seventh point of quality management analysis in KFC
Recommendation
There are several recommendations which can be taken into the account for KFC’s betterment
as follows: (1) KFC has to integrate their total quality management program to be more
systematic, holistic and customer centric. (2) The second recommendation about KFC quality
management is that the provision of fresh broiler chicken with high quality from certified
poultries who have high standardization of quality in term of halal point, cleanliness as well
as other quality determinants.
Limitation
The limitation of this academic project or working paper is that the data is gathered through
secondary method which is by analyzing the press release and provided information in the
KFC’s website. Moreover, the accuracy of data will be more valid and accurate if we conduct
company visit or structured or semi structured interview with then quality manager of KFC.
CBEB2103 Operations Management Final Project
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II. INTRODUCTION: FUNDAMENTALS OF QUALITY IN KFC
KFC is the biggest fast-food chain specialized in chicken as the basic raw materials to
be processes in the various ways of servings. KFC was discovered by Colonel Harland
Sanders as the father of KFC who established KFC in Louisvielle, Kentucky, United States,
1930. Initially, KFC was become very populous during that time because of the distinguished
taste and recipes used in cooking the chicken of KFC. Colonel Harland Sanders reached his
popularity as celebrities in 1952 when he decided to make franchising marketing strategy
around United States during that time. By the early of 1960s, he started to open up the
franchising branches all around the world to be available for the globalized society.
Nowadays, KFC has more than 17,000 outlets around the world. The most populous thing
from KFC is its ingredient and recipes which were created by Colonel Harland Sanders. Most
of the people named it the secret eleven herbs and spices to make KFC become different and
unique from other fast-food products. The other famous and well known products which are
offered by KFC such as twister chickens, hamburgers, salads, juices, carbonated soft drinks,
french fries, beverages and other fast-foods products leverages.
Source: KFC Malaysia Official Website. (www.kfc.com.my)
The first KFC restaurant in Malaysia was established in 1st January in 1973.
Nowadays, there are approximately more than 500 KFC’s outlets have been established in
Malaysia. In addition, the KFC’s Malaysia is become more distinctive toward their
continuous development in term of product innovations which comply with local taste, such
as KFC’s Malaysian nugget, KFC’s Nasi Dagang and Nasi Minyak as well as other local
products. Furthermore, as known that Malaysia is Islamic State based country which all of the
foods and goods must comply with Islamic Shariah Law. Malaysia is strictly toward the
quality management and Halal policy presence in KFC’s Malaysia. Herewith, there are some
strategies which the KFC’s local quality managers have done in order to assure their food
quality and product quality control as well as their Halal guaranteed products and services.
CBEB2103 Operations Management Final Project
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III. DIMENSION OF QUALITY MANAGEMENT IN KFC
As known that quality management has played prominent role in the operation
management. Dimension of quality management in KFC World as well as KFC Malaysia
plays essential and prominent role to assure the quality of KFC to be ratified and endorses as
qualified as possible by the customers as well as their accreditors. There are eight main
dimensions of quality management in KFC which will be conveyed as follows:
Source: Graphic Created by Iman Shidiq with courtesy of Microsoft Office and Operation
Management Book Chapter 9 of Quality Management (Stevenson)
• The grading of materials and resources in KFC is complying with performance dimension as well as friendliness & courtersy of the sales personnel,officers, & waiters
PERFORMANCE DIMENSION
• The aesthetic dimension consist how the layout facility, outlets cleanliness, interior design as well as the food packaging in KFC
AESTHETIC DIMENSION
• The reliability includes the ability of KFC's machine to be reliable into certain periods (infrequency of breakdown) and the food services are well done by right people
RELIABILITY DIMENSION
• This is the most essential dimension for KFC's customer since this is tangibly measure the how well KFC's products & services conform with customer delight and expectations
CONFORMANCE DIMENSION
• KFC's Durability for their processing machine (frying machine,utensils, frozen materials) are very important to be kept, since it determines their quality of maintsining their capitals.
DURABILITY DIMENSION
• As known that KFC is ratified by ISO 9000 because their sustainable qualified quality of product and services which they provide.
PERCEIVED QUALITY DIMENSION
• KFC's is considered as fast handler of customer problem about the service as well as product complaints. (Such as a case happen edin KFC Penang 2012 about customer missunderstanding)
SERVICEABILITY DIMENSION
• The special features are mostly about KFC's additional product and services which are offered by KFC in fixed or seasonal period
SPECIAL FEATURES DIMENSION
CBEB2103 Operations Management Final Project
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IV. DETERMINANTS OF SERVICE QUALITY ANALYSIS in KFC
Instead of focusing in term of product quality measurement, KFC Service quality
analysis also plays important role as the part of specialized quality management in KFC.
There are five main factors of service quality analysis which are analysed in KFC’s Malaysia
quality management as follows:
1. Convenience Criteria
KFC Malaysia has become very populous and well known since 1980s. The outlets
are mostly located in the strategic area where the customers can reach those outlets
as well as possible. The KFCs outlets in Malaysia have reached the total number of
approximately more than 500 outlets. The quality and outlets management have to
collaborate contributively to achieve the global objective of KFC to be the first
fast-food chain with ratified quality management and quality assurance in the
world (Harland Sanders, 1968)
2. Responsiveness Criteria
The responsiveness of customer service is also considered as the essential and
prominent point to succeed the incremental growth of service quality in KFC. As
known that KFC World and KFC Malaysia customer service officers are trained to
be responsive by the demand and order from the prospective customer. The KFC
Malaysia applies the strategy of responsive and chained fast service to serve their
customers. Moreover, we have understood that almost KFC’s outlets in Malaysia
are always crowded with the people who want to satisfy their wants of eating KFC
products. The KFC service quality managers have to assure that the customers are
not waiting too long to get what they want in KFC.
3. Assurance Criteria
The assurance criteria is also considered as essential determinants which customer
take into the account. Assurance criteria measures how knowledgeable the
customer service to take care of the customer needs as well as their problems.
4. Courtesy Criteria
KFC Malaysia envisages so well about the courtesy, ethics and politeness of their
service personnel and officers to assure that their quality service is the best.
5. Tangibility Criteria
The tangibility of quality management is also prominent point which KFC has to
consider. The tangibility of quality can be measured through the cleanliness of
outlets, the neatness of officers and service personnel and the time service order
which they can give to their customers as well as possible.
CBEB2103 Operations Management Final Project
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V. RESPONSIBILITIES OF QUALITY MANAGEMENT IN KFC
Business Description
KFC outlets prepare and sell chicken, snack and other approved menu items using the certain
trademarks and trade secrets owned by KFC Corporation. The franchisor is KFC Corporation
whose parent is YUM! Brand Incorporation.
Quality System Management.
The licensee will operate a KFC Malaysia and Global outlets, which are characterized by a
unique system which includes special recipes and menu items, distinctive design, also have
unique decoration and furnishing. KFC has specifications and procedures for operations
procedures as well as for quality control like training and assistance, advertising and
promotional program.
Training and Assistance
The franchisee, manager and the other employees indicated by KFC must attend and complete
to KFC's satisfaction the initial training program offered by KFC on the operation of a KFC
outlet. So, employees of KFC must attend and complete the training program to KFC's
satisfaction. In certain training, there may include written material and classroom instruction.
Franchising Strategy and Regional Procurement
The franchisee will have a protected territory of the smaller of a radius of one and half miles
of the KFC outlet. There may be an area around the KFC outlet containing three hundred
thousand people. The franchisee's rights with respect to the protected territory will not be
dependent upon achievement of a certain sales volume, market penetration or other
performance factors. Within the protected territory, KFC will not use or permit others to use
in selling food products. Franchisee has the right to use under the franchise agreement except
for special event sales and foods products except other chicken than chicken in whole pieces
that using the name or image of Colonel Standards. The outlet may only be relocated with
KFC's advanced written approval. As known that the term of agreement and renewals also
considered as important point of KFC’s quality responsibility to assure the operational
validity of KFC in certain period of time with legal compliance of the based or hosting
country. The term of the franchisee agreement is twenty years. Renewal terms are dependent
on the franchise agreement signed.
Obligations and Restrictions
CBEB2103 Operations Management Final Project
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During the term of the franchise agreement the franchisee or a fully-trained and qualified
manager must devote full time to the management and operation of the KFC outlet. The
franchisee is responsible for the full performance of the franchise agreement. But, if the
franchisee is a corporation, one or more of the shareholders may be required to individually
guarantee the performance of the obligations under the franchise agreement. The franchisee
must sell all required products as KFC periodically designates. The franchisee may not deliver
any product from the KFC outlet or anywhere else unless separately approved for delivery
and have signed a Delivery Amendment. The franchisee may not including delivery and make
sales at special events only the franchisee complies with KFC procedures.
VI. RELATED COSTS OF QUALITY IN KFC
There are several related cost of quality which must be born and burdened by KFC in order to
assure their quality management to well-arranged and well-organized. As known that the
related cost of quality management also will be transferred and generated to be the tangible
and intangible revenue stream of KFC’s. Furthermore, those related costs of quality
management will be known as below and elaborated through the smart art diagrams as well.
1. Prevention Cost
2. Appraisal Cost
3. Internal Failure Cost
4. External Failure Cost
Source: Graphic Created by Iman Shidiq (www.firmansyahsw.com) with courtesy of Microsoft
Office and Operation Management Book Chapter 9 of Quality Management (Stevenson)
PREVENTION COSTS
Total Quality Planning of
KFC
Process Control and Inventory Planning
Customer Assessment &
Quality Improvement
APPRAISAL COSTS KFC's Quality Audit Cost
Cost of Labor Inspection (Sudden or Structured)
Testing and acceptance for
purchased materials
INTERNAL FAILURE COSTS
KFC's material
procurement cost
KFC's Reworking
Cost
KFC's Scrap Products Cost
EXTERNAL FAILURE COSTS
Complaints out and in of
warranty
Product liability and service cost
Product recall and default
cost
CBEB2103 Operations Management Final Project
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VII. QUALITY ASSURANCE & CONTROL IN KFC
Quality control is a process through which a business seeks to ensure that product
quality is maintained or improved and manufacturing errors are reduced or eliminated.
Quality control requires the business to create an environment in which both management and
employees strive for perfection. This is done by training personnel, creating benchmarks for
product quality, and testing products to check for statistically significant variations.
KFC Quality control is started from the chain of supply of all the raw materials whether
the raw materials can be taken from local manufactured resources and imported manufactured
resources. There are several prominent and essential programs of quality control and quality
assurance which are conducted by KFC to assure their quality to be the top quality of first
fast-food chained in global scale especially in Malaysia. Several major prominent of quality
assurance in KFC World and Malaysia are explained and elaborated as follows:
Source: Graphic Created with courtesy of Microsoft Office and Operation Management Book
Chapter Quality Assurance (Pearson,2012)and KFC Malaysia Official Site (www.kfc.com.my)
PRODUCT QUALITY ANALYSIS
- Nutritional Quality
- Cleanliness Quality
- Raw Materials Quality
- Utensils used Quality
- Compliance with Halal Foundation
SUPPLIER QUALITY
- Inhouse inspections and control
- Raw Materials from Ayamas Quality
- Compliance with JAKIM
- Veterniarian Health Logo
- ISO 9001 Certification
RESTAURANT QUALITY
-CHAMPS Concept of Resto Quality
- Cleanliness of Sanitation and Facility
- Friendliness in Service Management
- Personal Hygyene and Equipment
- Maintainance and Convenience
FOOD SAFETY CONTROL
- KFC HACCP PRogram
- Food Hazard Prevention
- Physical, Biological and Chemical Aspect Controlling
- Critical Control Point Analysis
- KFC Daily operation checklist
CBEB2103 Operations Management Final Project
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Food Safety and Products Quality Analysis
KFC took their products well above the minimum temperature recommended by
WHO. KFC has developed standards procedure that would minimize risk of cross
contamination between raw and products that ready to eat. KFC provide information on the
nutritional values of KFC products to assist customers on planning a wholesome and
balanced meal. For trying all of their products, they use non-hydrogenated palm oil that
contains insignificant amount of trans fat and it is 100% cholesterol free. KFC also have a
team of food technologist constantly experimenting with new flavors and creative concepts
to provide more value, choices and healthy options for our customers. Apart from
introducing international products into our market, KFC also have developed some popular
local flavors designed to enables customers to enjoy an exciting dining experience.
Supplier Quality
Suppliers' performances are constantly monitored through regular submission of
quality reports. In addition, KFC food technologists also conduct quarterly question and
answer evaluations on their in-house suppliers. KFC use top quality raw materials from
reputable suppliers like Ayamas Region Food. Ayamas is monitored closely by Department
of Veterinary Service and has obtained the VHM (Veterinary Health Mark) Logo. It is also
an ISO 9001 certificated company. All Ayamas chickens are slaughtered by personal
certified by Jabatan Agama Islam Selangor to ensure Halal procedures are met.
Restaurant Quality.
The main attributes for KFC restaurant excellence are CHAMPS. C for cleanliness,
H for hospitality, A for accuracy, M for maintenance, P for product quality and S for speed
of service. CHAMPS Recognition Specialist conduct regular evaluations in every KFC
restaurants throughout the country. The evaluation covers all aspects of CHAMPS including
the cleanliness and sanitation of the premises and equipment, personal hygiene, hospitality
as well as the friendliness in service, accuracy in the serving order, good maintenance,
product quality standards and speed of service.
Food Safety Quality in KFC HACCP Programme
KFC established a Hazard Analysis Critical Control Point Programme for assurance of
food safety. The process includes identifying, evaluating and controlling hazards physical,
biological and chemical to ensure food safety. It is applied from receiving of raw materials
until serving to our customers. For instance, KFC KLCC has been audited the certified by a
reputable certification body since 2005. All the established Critical Control Point (CCPs) are
now includes in KFC Daily Operations Checklist which is used by all the KFC restaurants in
the country.
CBEB2103 Operations Management Final Project
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VIII. HALAL FOOD POLICY AND COMPLIANCE IN KFC
A. Halal Food Fundamentals in KFC
Halal Food is food which is essentially and tangibly complies with the Islamic Shariah
Law. Halal means that the food which will be eaten and consumed are fulfilling this main
characteristics and requirement as follows: (1) Hygienic (2) Clean (3) Not Dangerous and
Harmful for Health and Body (4) Free from the prohibited parts of animal body parts such as
fang, and other stated in Shariah (5) Free from anything which are considered as filth (najis)
under Islamic Law.
Source: Halal Food Certification by Jabatan Kemajuan Islam Malaysia
As known that the main cornerstone of Halal Food in KFC is that the chickens or
chick raw materials which are sent by the certified poultry or farming must comply and
perform the Islamic Law. It means that the farming centres have to slaughter and manage
those raw materials based on the Islamic law. They can not mix their foods with the pig and
other forbidden animal as well as animal parts in managing the raw materials to be finished
products which will be consumed by the consumers, especially is Islamic country such as in
Malaysia, Indonesia and other Islamic countries in Arab Peninsular.
B. Halal Compliance Control in Local Manufactured Materials and Products
As we know that all of the food and material products which are manufactured and sold in
Malaysia are Halal as well as controlled by the Department of Islamic Development Malaysia
(JAKIM). JAKIM Malaysia issues one council which regulates about the halal products and
foods presence in Malaysia. The council is called QSR Brands Shariah Advisory council
which strictly and stringently monitors the overall flow and chain of halal food and product
manufacturing processes to assure and ensure the Halal compliance with JAKIM’s Halal
Certification Regulation.
There are two divisions of manufactured products which are regulated by Malaysia as well
as regulated in KFC. Even, we known that KFC is considered as multinational franchising
company which is coming from United States as non Islamic based country. The two division
CBEB2103 Operations Management Final Project
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are known as regulation of such follows: (1) Locally Manufactured Products and Imported
Products. In this section, we would like to explain and elaborate more about the quality
controls and assurance toward the locally manufactured products with Halal Compliance
based on Shariah or Islamic Law.
Furthermore, there are two way of controls that assure the Halal compliance of locally
manufactured products by conducting Internal Control and External Certification. Firstly, the
internal controls must ascertain that all of KFC’s products in Malaysia must conform to Halal
requirements, apart from obtaining Halal Food Certification for KFC’s internal operations.
Moreover, quality manager of must operate internal controls of the raw materials
procurement, manufacturing, packaging, storage, transportation and utensils. In Malaysia,
KFC is known as careful company who is careful to prevent cross contamination of foods and
utensils with the filth (najis) or dangerous as well as prohibited contaminants. The internal
controls also adhere to adhere to industry best practices to maintain the highest standards of
quality and hygiene in food production. The second way is called as External Certification by
JAKIM Malaysia to inspect KFC’s factory, restaurants, ingredients and processes before
permitting KFC to use Halal JAKIM logo.
The Halal Certification Process - Locally-Manufactured Products by JAKIM
Source: JAKIM Official Site and KFC’s Official Site
C. Halal Compliance Control in KFC’s Manufactured Imported Products
Furthermore, all imported products are certified Halal by the source country local
Islamic food and nutrition certification body recognised by JAKIM. To further verify the
Halal status of KFC imported products, officials from QSR Brands Shariah Advisory Council,
inspect the facilities of all KFC’s suppliers abroad.
QSR Brands develop product using only halal ingredients by
Syariah Advisory
QSR Brands applies to
JAKIM for halal assurance
certification
Jakim Inspects the KFC's products,
facilities and layouts
Jakim issues the Halal Certificate and Halal logo
allowed for KFC's
Received request to use products/ingredients which has been certified by Halal compliance body from the
source country (ex: Australia Halal Councils)
QSR Brand Shariah Council verifies products
and validates status of halal certifying body from source
country with Jakim
Shariah advisory council gives and grants permission to use proposed product or
ingredients.
CBEB2103 Operations Management Final Project
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IX. CHALLENGES AND RECOMMENDATION FOR KFC’S QUALITY
KFC standards are expected to be same at every outlet all over the world. However,
KFC, as a franchiser is faced with various different circumstances in each country. By
observing and analysing KFC’s in Malaysia we highlighted a few points that must be serious
concern for the management of FC to fall below their own standards.
Source: Graphic Created by Iman Shidiq (www.firmansyahsw.com) with the main source of
Industrial Management of KFC (KFC Official Website)
Cleanliness:
Most KFC outlets have fallen way below the standards when it comes to cleanliness
and is characterized by distinct distasteful smell rather than the aroma of freshly friend
chicken. This phenomenon is due to reasons pointed below:
Garbage of the entire outlet is thrown either right outside or very near the entrance
therefore causing repulsion in customers entering the arena. KFC sees a high rate of
customers every hour, with more guests coming in for breakfast, lunch or dinner more will be
the need to maintain the floors and the bathrooms due to increased frequency of guests.
Source: KFC by Jody Jamsden (www.coroflot.com)
Most outlets cannot keep up with the equal rate of restaurant cleanliness when the
number of increase. Cloths used to clean the tables are greasy and unkempt with no glass
CLEANLINESS QUALITY
CUSTOMER SERVICE ASPECT
FOOD QUALITY AND HYGIENE
DELIVERY AND LOGISTICS
PEST CONTROL MANAGEMENT
CBEB2103 Operations Management Final Project
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cleaner or appropriate substitute used to lighten the stench. Use of the same material over and
over makes the tables oily and installs a sense of apprehensiveness in the guest.
Service Aspect:
Statistics have shown that every order takes 5 minutes to register and another 15
minutes before its carried on to the consumer while the competitors take 4.5 minutes to take
the order to the customer. Staff faces much problem in understanding and providing a basic
order within the time limit of what is considered appropriate. Also, many guests have
complained regarding the impolite and inhospitable manner of the staff and the time taken to
serve the guest when the order is not as asked or gets late. The staff is known to show a
helpless attitude towards the regular guest problems. With the lack of passion for serving KFC
management has a lot to work upon which must be enforced on following. Manager does not
take appropriate measure to win over the customer in case a customer issue arises.
Source: Official KFC Malaysia Site (www.kfc.com.my)
Food Quality:
As per the Quality assurance guide on the KFC page, KFC has been ethically aware
and health conscious when it comes to setting its food menu in Malaysia. They have arranged
a balanced regime offering salad’s and rice with snack plates and 100plus kinds of drinks
rather than high carbonated soft drinks. However, with increased awareness regarding healthy
food with least preservatives KFC often gets a demand for vegetarian or more health
conscious products. There is an increasing demand for more purified oil and addition of more
healthy variety to choose from.
Delivery:
With the tropical weather in the region and high traffic jams during peak hours KFC
delivery struggles to keep up with the hindrances and deliver not just the product in time but
high standards and goodwill with it.
Pests:
With all standards satisfactorily maintained within the outlet and every measure taken
to terminate pests there still have been a few cases reported regarding cockroaches. This is
due to the external area around the outlet which however, affects KFC’s reputation.
CBEB2103 Operations Management Final Project
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X. CONCLUSION
KFC is a profitable and a successful venture in Malaysia. It has been accepted and
appreciated all over Malaysia due to which there are over 500 flourishing branches each doing
commendable business. Basic of the responsibilities of an organization is to make ensure that
all their actions and business operations adhere to the ethical standards provided by the law.
Other than strategies for marketing and management, businesses have considered other
elements that play significant roles towards success. Any business requires social interaction
and dealings, the strong recognition of what is morally right or wrong is then essential. The
ultimate purpose of this analysis is to ascertain the quality aspect of the operations within
KFC.
Any organization that considers ethical management as a major aspect of conducting
business can easily gain respect and good reputation from the customers. Contrary to the
belief that social responsibility undermines businesses' profitability goal, this actually help in
generating profit through customer loyalty and good company image. For Kentucky Fried
Chicken, the company must be able to ensure that the products that they offer are healthy and
nutritional, so as to ensure also that their gain customer trust, loyalty and respect.
KFC must also give importance to the management issues to build a healthy
atmosphere for their employees to work in ensuring best quality and excellent service. Since
today’s generation is prone to hypertension induced by cholesterol it must prioritize in
including healthy options in its menu by adding more fresh products like fruits and
vegetables. They must also cater to the vegetarian market which is a huge and neglected
niche.
Lastly, being a retail outlet in a fast progressing and technology affluent circumstances
KFC must consider investing in such technology which not only enhances consumer
satisfaction but sells a memorable experience. The idea should be to make things hyper
convenient and meaningful in order to nurture a satisfactory and enhancing customer
relationship. KFC must aim at providing not just the product but an entire experience which
will be share via social media encouraging one of the guests’ friends to walk down the same
path in turn the KFC obtaining more consumers due to better basics such a quality, cleanliness
and online security, hyper convenience such as ease-of-shop, home delivery, online payments
and experience such as edutainment and digital engagement.
CBEB2103 Operations Management Final Project
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REFERENCES:
Stevenson, W.J. Operations Management: An Asian Perspective, 2012.
Jacobs, Chase, Aquilano.2012. Operations and Supply Management by McGrawHill, 2011
Suri, Rajan (1998a), Quick Response Manufacturing. A Companywide Approach to Reducing
Lead Times, Productivity Press.
McGraw-Hill, 9th Edition 2010. Doherty, Jacqueline (12 May 2008).
Allen, S. (1986). The Experience of consumer behavior in digital marketing. Macmillan in
association with British Marketing Sociological Association.
Baharin, N., Y. Ishak & R. I. (2012). Factors Influencing Operation Management Application
in Malaysia and ASEAN. Paper presented at the Prosiding Perkembangan Pengurusan dan
Ekonomi Kebangsaan Malaysia ke VII, Kuala Lumpur.
KFC Malaysia Official Site. www.kfc.com.my
KFC World Official Site www.kfc.com
http://en.wikipedia.org/wiki/Quality_costs