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Food and Beverage franchise organization that I choose in this exercise is Kentucky Fried Chicken (KFC). Firstly, I want to briefly tell about KFC. KFC was founded by Harland Sanders who begin selling fried chicken and his first franchise opened in Utah in 1952. Nowadays in Malaysia, there are more than 500 KFC Restaurant nationwide and still counting. I can see that there are so many critical issues or problem faced by this organization which affecting their financial performance. Now I would like to give some ideas or solution so they can improve to problems. The issues or problem that this franchising faced which is that affect their financial performance is customer services. I understand that KFC’s company wants to have a healthy competition with other company such as McDonalds, Burger King and other fast food company. But they need to look forward and know how their company’s working to compare to others. First of all, we know that most of KFC’s franchising does not have welcoming or greetings to the customer once customer entered in their premise. We also know that most of the KFC’s franchising are stated or build in the mall so that there is the reason they do not put their employees in front of the door of premise. The leader of the franchising should find some ways to do greetings to the customer before they want to make order at counter. This is because when the employees greets the customer at the front door of the premise, the customer will feel the appreciation and they will entered the premise with full of smile. Secondly, the employees need to be fast, sharp and work on time. The simple word for this issue is the attitudes of employees. When we talk about the attitudes, we need to remember that some of the proverb mentioned that “customer always right” and “customer first”. Last two years, Malaysians been shocked by news of KFC’s employees fighting with customer in one of KFC’s franchise in Shah Alam. The attitude shown by the...
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