“Kentucky Fried Chicken” Vikrampuri

Scholar Group Abhimanyu Sahu

Keshaw Kumar Sahu Kewal Singh Sahu

Vachan Toppo

Operational Workout

OBJECTIVES

• To Know about services provided by KFC vikrampuri.

• To identify the service gap of KFC vikrampuri.• To analysis the service gap and come with

better suggestion.

INTRODUCTION• Founded -1930• India- 1990• Founder(s)-Harland Sander• Headquarter –Delaware ,United State• Country- 105 across world• Number of locations -17,000 (2012)

• Key people –David C.Novak, chairman and C.E.O

• Revenue –US$9.2 billion (2011)• Employees -4,55,000• Website –www.kfc.com

KFC VIKRAMPURI • Employee -27• KFC Restaurant in Hyderabad – 10• Manager –Mr. Mallesh • Timing - 11 AM TO 11PM

Key Success Factors of kfc :

• Location/Number of Outlets• Extensive Menu• Global experience • Service/Ambience• Taste

Products• Products- veg snacker ,chicken snacker ,chicken

zinger, chicken Bucket ,chicken zing kong box etc.• Competitor - McDonald's, McSpicy Chicken Burger.

SERVUCTION MODEL of KFC

“ It is use for understanding consumer experiences”

Visible services (structure)

Contact person (Service provider)

Other customer

Organization and system

SERVUCTION MODEL

1, Visible services (structure)

•Self service

•Parcel service with good packaging

•Home delivery on call

•Separate place for functions or any other

events.

•WI-FI connection free for customer.

•Payment modeoCashoMaster CardoDebit CardsoCredit Card

2, Contact person (Service provider)

•Waiter

•Branch manager

•Counter employees

•Security guard.

3, Other customer

Observe other customers.

4, Organization and system

•Good counter setup with 10 peoples.

•Very fast delivery within 3 minute.

•5 LCD for menu displaying.

•Good sheeting arrangement.

•Good music system in restaurant and better light

decoration.

•Separate car parking for both two and four wheeler

vehicles

Integrated gap model of quality service

Perceived service quality can be defined as, according to

the model, the difference between consumers’ expectation

and perceptions which eventually depends on the size and

the direction of the four gaps concerning the delivery of

service quality on the company’s

Integrated gap model of quality of service

COMPANY

First Gap:Expected service between perceived.

• No welcoming• No response• Limited variety

Second Gap:Expected service between management perception customer expectation

• High price• Limited delivery area

• Third GapSpecification of service quality between actual service deliver.• No proper information about “self service”.

• Fourth GapService deliver to customers between the promise of the firm to customers about its service quality.

Recommendation

• Specially a person need For “WELCOMING”.• When customer enters into the restaurant a

waiter should give him a menu.• KFC should write “SELF SERVICE” some where.• Less price foods for the middle class people.• They need to increase delivery area.

• They also need to increase variety of food.

• They need open a new restaurant near “Alwal or Suchitra” . Because in this area there is no Kfc restaurant.