kfc report

Essay by hathanhbinh1904University, Bachelor'sA, November 2014

download word file, 17 pages 0.0

TABLE OF CONTENTS

1. ABSTRACT 2

1. INTRODUCTION 2

3. FIVE PERFORMANCE OBECTIVES 3

3.1 Cost 3

3.2 Dependability 3

3.3 Flexibility 3

3.4 Quality 4

3.5 Speed 4

3.6 Polar diagram and The Perceived User Value (PUVs) 5

Figure 1: Polar diagram of Filton KFC performance objectives . 5

Figure 2: The PUVs chart based on the customer's appraisal of KFC and McDonalds 6

4. THE IMPORTANCE-PERFORMANCE MATRIX 7

Figure 3: The Importance - Performance Matrix of Filton KFC 7

5. CAPACITY 8

 Design capacity 8

 Effective capacity 8

 Actual output: 9

Figure 4: Capacity within Filton KFC 9

 Capacity plan 9

Figure 5: Chase demand plan within Filton KFC 10

6. CONCLUSION 11

REFERENCES 12

ABSTRACT

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.

INTRODUCTION

Kentucky Fried Chicken (KFC), the second largest fast food restaurant chain specialising in fried chicken...