DEPARTMENT OF BUSINESS ADMINISTRATION

SUBMITTED TO
SIR ASIM JAMIL
SUBMITTED BY:
Muhammad Noman BBHM-F18-138
FAWAD AHMAD BBHM-F18-137
Muhammad Anas BBHM-F18-144
Wali Muhammad BBHM-F18-143
Kashif Malik BBHM-F18-194
SUBJECT
Retail Management
KFC Overview
KFC also known as Kentucky Fried Chicken is an American fast food restaurant chain
headquartered in Louisville, Kentucky that specializes in fried chicken. It is the world's
second-largest restaurant chain (as measured by sales) after McDonald's, with 22,621
locations globally in 150 countries as of December 2019. The chain is a subsidiary of
Yum! Brands, a restaurant company that also owns the Pizza Hut, Taco Bell and
WingStreet chains.
KFC was founded by Colonel Harland Sanders, an entrepreneur who began selling fried
chicken from his roadside restaurant in Corbin, Kentucky during the Great Depression.
Sanders identified the potential of the restaurant franchising concept and the first
"Kentucky Fried Chicken" franchise opened in Utah in 1952
KFC popularized chicken in the fast-food industry, diversifying the market by
challenging the established dominance of the hamburger. By branding himself as
"Colonel Sanders", Harland became a prominent figure of American cultural history and
his image remains widely used in KFC advertising to this day. However, the company's
rapid expansion overwhelmed the aging Sanders and he sold it to a group of investors
led by John Y. Brown Jr. and Jack C. Massey in 1964.

KFC Pakistan
The year was 1997. KFC arrived in Pakistan and gave people a good idea about
what the millennium was going to be like: appetizing and promising
lots of flavor! Everyone was harping about the first restaurant opening up in
Gulshan-e-Iqbal, being a family-friendly place with Finger Lickin' good chicken for
all ages Today, we've got over 92+ restaurants nationwide.
Serving more than 2 million customers every month. That's a lot of demand for
the world's best fried chicken.
Whether you're in one of the metropolitan cities or cruising through one of the
smaller towns, you'll find the familiar face of Colonel Sanders smiling out from
branches in Karachi, Lahore, Rawalpindi, Gujranwala, Faisalabad and much
more.
 ➢ Today, KFC has grown to more than
92 restaurants across the country
➢ KFC Pakistan owns and operates 7+ restaurants run by deaf employees
along with 120 deaf staff members nationwide
➢ We employ more than 3,000+
nationals and serve more than 2 million customers monthly

KFC Vision
To be leading integrated food services group in ASEAN region delivering consistent
quality products and excellent customer focused Mission To maximize profitability,
improve shareholder value and deliver sustainable growth year after year.

Competitors
Here are the top KFC Competitors.
McDonalds.
Burger King.
Subway
Howdy
As per them they have an upper hand than Mc-Donalds in customer demands and sales
so Mc-Donalds was our competitor but not now. Our main competitor these days is
HOWDY which is having a really tough time but with our predictions and long lasting
ambitions we will beat HOWDY soon.
Our target showcase are local people of the region since wherever we go our costs are
reasonable and less sufficient to appreciate the supper for each kind of client monetarily
or taste astute. We have set our costs in a way that everybody can purchase and
appreciate the cheerful supper at my KFC.
Target Market
Our endeavors are difficult work with interests. We are attempting everything to fulfill our
center clients by giving them quality, reasonable costs and a great environment in which
they can appreciate the feast. We are giving 24 hours of administration. Our staff is
ceaselessly working on the requests and feedback of clients as per display time you'll
be able to utilize the web in order to gather information and make an exertion to defeat
your competitor.

Efforts building maintainable competitive advantage

Our relations with merchants are greatly solid and believe commendable we purchase
on credit and they give us on time indeed in the event that the item is brief in advertise
our sellers conveys us on time with no pardon since we have given them great offers to
do trade with us and they know that our trade is believe commendable in making
bargains indeed in case it’s on credit. Our behavior with them is nice monetarily and
morally. We do standard communication with merchants to remain up to date with the
advertisement and give them convenient input. We are steadfast to them and they are
faithful to us.

Customer Relationship Management

We respect representatives as well as our clients. There's a 10 diminutive
session in which we cheer them to appear their advance. We have rules in which
our employee has got to remain sterile and see advanced and it is way better for
them as well and makes a great impression on clients. And we have a
Representative of the month program in which at the end of the month workers
get remunerated 7000-Rs with respect to the most excellent entertainer among
them. It really persuades them as well and great to preserve a working
environment for them as well.
Costing
We manage low cost operations by providing different deals, free deliveries in the
specific range. We manage our low cost with quality so our sales double and it
also covers our profit in order to give high cost to our customers and with low
sales. If our sales are high and margin is too good then we don’t need to
increase our cost unusually until unless it increases economically.

Marketing Management
Social media displaying is one of the first successful disobediences for any
commerce. Social media displays can put your diner some time recently to
thousands of potential clients. Social media advancing goes past reasonable
brand mindfulness. It also makes a contrast you choose up understanding into
your target client.
Social media advancing for eateries in addition opens streets for feedback from
existing clients.
In order to encourage the foremost great out of social media advancing, it must
be executed by a social media ace. I’d endorse 99DollarSocial; these people are
not reasonably beat indent at taking care of capable social media accounts, they
are outstandingly sensible as well! You'll work with their pros to come up with a
commonsense social media exhibiting orchestrate for your eatery. On the other
hand, we are working on showcase development like our conveyance is free of
taking a toll in 7km extent so we'll open an outlet within the extent of each 7km
for the helpful to our clients that’s how we'll expect.
SWOT Analysis
Strengths
● Second best global brand in the fast food industry in terms of value ($ 6 billion). KFC is
known by many and is a trustworthy brand in many countries mainly due to its early
franchising and international expansion.
● Original 11 herbs and spices recipe KFC original chicken recipe is a trade secret and a
source of comparative advantage against the firm's competitors.
● Strong position in emerging China. KFC receives half of its revenue from China, where it
operates more than 4,000 outlets. KFC's position in China is one of its main strengths as
China’s fast food market is growing steadily.
● Combination of KFC and KFC partnership with other Yum! Brands yield some
advantage as the restaurant can offer items from its partners it doesn’t have itself and
satisfy more customers’ needs.
● KFC is the market leader in the world among companies featuring chicken as their
primary product offering. KFC has positioned itself clearly among other fast food chains
bearing its famous slogan and trademark chicken products.

Weaknesses
Untrustworthy suppliers. Over the years, KFC has been contracting suppliers, which supplied
contaminated poultry to KFC or were mistreating chicken, thus resulting in falling sales and
damaged reputation.
Negative publicity. KFC receives much criticism from PETA over the conditions chickens have
been raised. Furthermore
it received bad publicity for selling chicken wings with kidney. There are many more or less bad
news from KFC, which damage firm’s reputation significantly.
Unhealthy food menu. KFC's menu is largely formed of high calorie, salt and fat meals and
drinks. Such menu offering prompts protests by organizations that fight obesity and hence,
decreases KFC popularity. Consumers also often opt out for healthier choices.
High employee turnover. Employment in KFC is a low paid and low skilled job. It results in low
performance and high employee turnover, which increases training costs and adds to overall
costs of KFC.
Opportunities
Increasing demand for healthier food. While demand for healthier food increases, KFC could
introduce more healthy food choices in its menu and reverse its weakness into strength.
Home meal delivery. KFC could fully exploit (it is testing delivery services now) this opportunity
and reach more customers.
Introducing new products to its only chicken range. KFC could introduce new meals to its menu
and offer pork, beef or only vegetarian meals, which would target a wider consumer group and
would result in more customers

Threats
Saturated fast food markets in the developed economies. The fast food market in the
developed countries is already overcrowded by so many fast food restaurant chains and
this already proves to be a threat to KFC as it finds it hard to grow in the developed
economies.
Trend towards healthy eating. Due to the government and various organizations'
attempts to fight obesity, people are becoming more conscious of eating healthy food
rather than what KFC has mainly to offer in its menu.
Local fast food restaurant chains. Local fast food restaurants can often offer a more
local approach to serving food and a menu that exactly represents local tastes.
Although KFC does a great job in adapting its own menu to local tastes, the rising
number of local fast food chains and their lower meal prices is a threat to KFC.
Currency fluctuations. KFC receives part of its income from foreign operations. That
income has to be converted into dollars and may affect the business’ profits, especially
when the dollar is appreciating against other currencies.
Lawsuits against KFC. KFC has already been sued many times and lost quite a few
lawsuits. Lawsuits are expensive as they require time and money. As KFC continues to
operate more or less the same way, there is a high probability for more expensive
lawsuits to come.
Our neighbors?
Not competing businesses are perfect neighbors. In case you need to offer quality
dinners, finding close other upscale eateries customers regularly visit a few stores.
Finding close eateries or amusement settings, or indeed a big-box store, can advantage
your store in the event that those businesses pull in your target client base.
● Don’t expect the current occupant blend will remain the same. Inquire the
Proprietor approximately any competing stores moving into the shopping center
which will affect your business.
● Is the space open?
Look for an area that’s simple to see and discover, with plenty of clients stopping within
the front. Consider how effortlessly merchants can provide inventory. For example, in
the event that you're opening a furniture store, you would like sufficient space for trucks
to stop and move furniture through a back entrance.
● Are there sufficient potential clients adjacent?
Choose an area where numerous of your target clients live or work. On the off chance
that you're opening a toy store, for case, finding in a college town full of single twenty-es
Incentives for Employees
1. Attendance-Based
2. Performance-Based
3. Award Individual Bonuses (Monthly)
It really effects on employee’s passion and loyalty to our restaurant.

Hiring of new employees(HRM)

1. Post a job on a restaurant job site
2. CVs
3. Interview (to know the person and skills)
4. 3 days’ trial
5. Working

‘
ROLE: RESTAURANT GENERAL MANAGER
Oversees groups amid planned shifts counting day by day client interaction and
fulfillment,staff execution, arranging, item quality, & cleanliness · Responsible for
operational effectiveness & productivity of the restaurant· Must be a graduate
carrying least 3 a long time of involvement counting eatery operations,

ROLE: ASSISTANT GENERAL MANAGER:

Oversees groups amid planned shifts counting every day client interaction and
fulfillment, staff execution, planning, arranging, item quality, & cleanliness · Ideally a
graduate, carrying 2 a long time of encounter which incorporates eatery operations

ROLE: Shift Manager

Mindful to perform numerous errands in an compelling, beneficial, opportune, and
precise way that contributes to the benefit of the eatery.
A graduate from legitimate organized, 1 year of encounter is an included advantage in
any case, Fresher's can moreover apply.

ROLE: Customer Relation Officer

Welcomes and helps clients entering/leaving the unit.
Overseas hold up list amid crest income periods. Least capability is Middle of the road,
Fresher's can moreover apply.
ROLE:GRO Visitor Relations Officer
● Graduate Bachelor's Degree in any discipline Welcomes and helps customers·
● Oversees hold up list amid income period
● Oversees exchange suggestive offering is must
● Give clients exact data
● Settle complaint in proficient way
● Be affable all the time
● Fresher’s can apply

TERMS AND CONDITION

KFC ONLINE ORDERING
These Terms and Conditions apply to the KFC Online Ordering website www.kfcjohrtown.com
KFC St Lucia App, or Whats app # 1-758-484-0400. Please read this statement carefully before
ordering. By accessing our site/app/WhatsApp number, you agree to be bound by these terms
and conditions.
SERVICES
KFC Online Ordering is available for Takeaway only. Takeaway service availability varies
depending on the operating hours of the restaurants. Ordering services are available up until 30
mins before restaurant closing hours.

ACCOUNTS
You may be required to register an account to use certain features on the website and app. You
agree to provide, maintain and update true, accurate, current and complete information about
yourself as prompted by the registration processes. You may not impersonate any person or
entity or misrepresent your identity or affiliation with any person or entity, including using another
person’s username, password, or other account information.

MENU & PRICING

Prices and information are effective immediately and subject to change without prior notification.
Special requests (i.e. without sauce, no ice) are not available.

CANCELLATION
Once an order is completed, no cancellation nor modification is allowed. KFC is not liable to
provide a refund once an order is made and payment has been received.
PAYMENTS
Payment can be made by credit or debit card including Master and Visa.
Click & Collect
Orders must be collected by the pickup time specified. Please note the order may not be
available after the pickup time specified. Orders picked up beyond the pickup time may not be
eligible for refund, exchange or re-packaging. Sorry, we are unable to refund orders not
collected by the close of business day.

Returns
1. Returns can be done under the following circumstances
2. Order on receipt does not match items received
3. Incomplete orders received
All returns must be done within 24hrs of purchase. Items must be presented in original
packaging Receipt of purchase must be presented
Refunds
Once items are received, you will be notified of the status of your refund after investigation by
an authorized person. If your return is approved, we will initiate a refund to your debit/credit
card. A refund will be sent to your card within 1 -3 Business days. Your refund will be reflected
on your card within the required time set by your financial institution.

Critical success factors of store

Quality food. ...
Quality service.
Flawless execution.
Customer data.
Customer feedback.
Empowered staff
Realistic financial formula.

Strength
It’s on the main road
Easy to approach
Amazing view
Near to the famous Food Street
Famous town or road
Weakness
Competitors
Parking Issue

Thank You.