IDEAS home Printed from https://ideas.repec.org/a/inm/orinte/v25y1995i3p6-21.html
   My bibliography  Save this article

Quality Management at Kentucky Fried Chicken

Author

Listed:
  • Uday M. Apte

    (Cox School of Business, Southern Methodist University, Dallas, Texas 75275-0333)

  • Charles C. Reynolds

    (KFC National Management Company, 5605 North MacArthur Boulevard, No. 650, Irving, Texas 75038)

Abstract

Kentucky Fried Chicken (KFC) Corporation, a member of the quick-service restaurant industry, uses a sophisticated program to manage the quality of service it offers to its customers. In the last quarter of 1989, the south central division of KFC launched a test program in four Oklahoma City restaurants to improve the speed of service at its drive-through-window operation. It proved extremely successful. The restaurants cut service time by more than half while improving labor productivity. They also dramatically outperformed other restaurants in the division in profits, sales growth, and growth in customer transactions. The improved processes in the test restaurants have served as benchmarks for other KFC restaurants aiming for continuous process improvement, while the reduced service time now serves as the revised specification in KFC’s quality measurement and management program.

Suggested Citation

  • Uday M. Apte & Charles C. Reynolds, 1995. "Quality Management at Kentucky Fried Chicken," Interfaces, INFORMS, vol. 25(3), pages 6-21, June.
    • Handle: RePEc:inm:orinte:v:25:y:1995:i:3:p:6-21
    DOI: 10.1287/inte.25.3.6
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/inte.25.3.6
    Download Restriction: no
    File URL: https://libkey.io/10.1287/inte.25.3.6?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Davis, Tim R. V., 1999. "Different service firms, different core competencies," Business Horizons, Elsevier, vol. 42(5), pages 23-33.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orinte:v:25:y:1995:i:3:p:6-21. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.