The purpose of this report is to determine the performance and the operation management involved of a fast food restaurant t. The primary aims are to: (a) assess the performance of operation in terms of five performance objectives, (b) examine the relative importance and contribution to operation performance using Importance-Performance Matrix and (c) evaluate and recommend the possible capacity strategy they could implement.
This report included the primary and the secondary data. The secondary data was collected by observing and using some relevant information from books, journal articles and Internet. The primary data was collected through questionnaires and personal interview using qualitative methods.
To collect the empirical data for this study, 100 questionnaires were sent to KFC customers via Internet and in-store delivery. A 72% response rate was achieved, with 72 usable questionnaires being returned. The detail questionnaire review will be mentioned in Appendix 1.In addition, the personal interview with KFC manager was also conducted to support the primary data.
Kentucky Fried Chicken (KFC), the second largest fast food restaurant chain specialising in fried chicken...