Critically Analysis of Service Process Design of KFC

KFC Delivery Service

Table of Contents
INTRODUCTION...........................................................................................................................3
Critically Analysis of Service Process Design of KFC...................................................................3
KFC Service blueprint.................................................................................................................4
Physical Evidence-......................................................................................................................4
Customer actions-........................................................................................................................4
Onstage Employee Contact-........................................................................................................5
Backstage employee-..................................................................................................................5
Support process-..........................................................................................................................5
Service Environment...................................................................................................................5
Critically Evaluating the role and Ethical Implication of Technology in KFC Service Delivery...6
Role of Technology.....................................................................................................................6
Technologies used by KFC.........................................................................................................6
Ethical implications.....................................................................................................................6
Critically Analysis of How Service Capacity and Performance is Managed..................................7
Balance Score card Norton and Kaplan......................................................................................7
Financial .....................................................................................................................................7
Customers....................................................................................................................................7
Internal Business Processes.........................................................................................................7
Learning and Growth..................................................................................................................7
Service Capacity..........................................................................................................................8
CONCLUSION................................................................................................................................8
RECOMMENDATION...................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
This report provides an overview of the service process design of organisation which
includes service blueprint, an overview of service environment. The Company must also identify
the fall points through which they can loose their customers and create a dissatisfaction among
them. In this report there is also an evaluation of ethical implication of technology in Company's
delivery service. The technology which is used by the organisation for service delivery and the
implication of the growth in technology in context of privacy, fraud, tracking, etc. must be
assessed. A brief explanation of how service capacity and performance is managed by Company
which includes balance score card, financial, internal business process, customers, etc. are
discussed in report. The chosen organisation for this report is KFC, it is a fast food restaurant
which is headquartered in US. After McDonald's, KFC is world's second largest restaurant chain
which is located globally. KFC stands for Kentucky Fried Chicken, the internal and external
layout of the company is attractive with pleasant lighting and different colour schemes. They
have their own warehouse in which dry food supply such as frozen food, burger buns are
managed.
Critically Analysis of Service Process Design of KFC
Service Blueprinting is a process through which a guidance is provided related to the
service process of Organisation which includes service consumption and production (Zhang and
Xu, 2016). The main purpose of Service process is to understand the delivery process from the
perspective of customers so that Company can make changes in service design and improve their
process.