Strategies to Improve Communication and Employee Engagement at KFC

PROFILE
 Full name : Kentucky fried chicken
 Founded In : 1930
 Founder : Harland sanders
 CEO: Mukesh pant
 Industry: food industry
 Country : USA
 Website: KFC.com

INTRODUCTION
 KFC is the most popular name within the fast
food industry of USA as they serve country’s fried
chicken with blend of innovative spices.
 It was innovative idea back then as it challenged
existing popularity of burger.
 Due to create operational advantage, KFC
started to franchise their units by opening their
first store in 1952 from a roadside restaurant.
 The success followed them through numerous
global expansion and collaboration.

METHODOLOGIES TO ADDRESS
ISSUES
 To identify the issues, secondary documents like
annual reports have been studied to understand
the sale and profit margin.
 The role of supervisors are important in this case
as far as observing the changing employee
behaviour is concerned. Besides, close
observation and regular interaction with
customers will reveal the case why employees re
being reluctant to solve issues.
 Conducting feedback sessions and interviews has
helped to understand individual opinions
regarding customer relationship, service and
system.

IDENTIFICATION OF THE ISSUE
 With the progression of time, it has been
observed that KFC fast service is deteriorating
consistently due to operational difficulty.
 Operations are being disturbed and leading
towards customer dissatisfaction.
 Management has perceived the ongoing issue as
a result of disengagement among staffs to their
jobs.
 Customers'’ complaints have increased regarding
service, quality of the foods and services.

ISSUE AND ITS NEGATIVE
CONSEQUENCES
 Dissatisfied customers
are a major turn off
for company’s sale and
profitability in the
long term.
 Along with that, the
company looses its
competitive edge as
the time progresses
due to such issues.