All the information above extracted from the KFC Malaysia website KFC Holdings

All the information above extracted from the kfc

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staffs. All the information above extracted from the KFC Malaysia website (KFC Holdings 2007). SBU Situational Analysis SBU Culture All fast food restaurants under Yum! Brands in the world have unique culture throughout the world, which applies to every brand under the Yum! Brands, which shows they have very strong belief towards their culture. ‘CHAMPS’ is the soul culture for KFC in the world: Cleanliness, Hospitality, Accuracy, Maintenance, Product Quality, and Speed with Service. Cleanliness Make it shine! As referred to KFC RGM Manish Patel tells his team, they spend the first two hours of each day keeping his restaurant sparkling, with the program called “Cleaning Captain”. In 2006, he was named KFC’s RGM of the year. Hospitality Letting the customer know that they come first. As referred to how LJS/A&W RGM Kris Jaccard defines hospitality. Kris has been keeping the customer top of mind for 15 years with franchisee BNC Food Group, she is designated a “training restaurant”. She scored 90% for CHAMPS in 2006. Accuracy KFC RGM Liu Bing Zhi, defines accuracy as serving delicious food the right way every time with smiles, and making sure their orders are correct. In-store surveys help the team stays focused on their customers’ needs and keep their CHAMPS scores in 90% plus range, while growing sales. Maintenance Displaying a high-energy attitude. As referred to Pizza Hut RGM Don Bryant keeps his eye on all parts of the business. Making sure customers don’t have a bad experience because something is not working right is very important that contribute to the customers’ satisfactions. He scored 95% in 2006. Product Quality Perfect tacos every time. As referred to Taco Bell company RGM of the year, Ramona Ureda. Customer coming in because they know they will get great food, she knows customers expect their orders to be perfect and the quality of the product as high as possible. She scores 97% for CHAMPS in 2006. Speed with Service Things move fast in the five restaurants that Mejid Mamdouh oversees in Paris. Prioritize people capability first, then satisfied customers and profitability will follow! This veteran started as a crew member in 1993, and his outstanding coaching skills and CHAMPS showed that he was an unique leader. All the information above extracted from Yum! Brands’ annual report. SBU Resources The following are the corporate resources of KFC Holding (KFC 2007): In terms of marketing resources, KFC has located around 6% of its estimated cost breakdown which is equivalent to 1.5 million out of 25 million just for marketing activities in year 2007 ( Equity focus 2007). KFC owns corporate headquarters in Jalan Sultan Ismail, Kuala Lumpur which has the market value around 90 million and a 22 storey building ( Hotfrog 2006). Kulim is the main funding of KFC Holding as it controls the flows of expense for KFC ( Equity focus 2007).
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