Project Report on

HUMAN RESOURCE MANAGEMENT OF KFC

In partial fulfilment of requirement for the

Award of Degree of M.Com

Subject:
Human Resource Management
Submitted By:
Mr. Hitesh Rohra
Roll No. 25
M.Com. Part I, Semester - I

Under the Guidance of:

Prof. Mrs. Reshma Kukreja

SMT. CHANDIBAI HIMATHMAL MANSUKHANI COLLEGE

ULHASNAGAR 421003

UNIVERSITY OF MUMBAI
2014 2015

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Human Resource Management
Of KFC

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This is to certify that, Mr. Hitesh Rohra of M.Com Part I, has successfully

completed the project in Human Resource Management titled Human

Resource Management Of KFC under my guidance for the academic year

2014-15. The information submitted is true and original as per my

knowledge.

Ms. Reshma Kukreja

(Internal Guide)

Prof. Gopi Shamnani Dr. Padma V.

(Coordinator, M.Com) Deshmukh
(I/C Principal)

________________
External Examiner

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 DECLARATION

I, Mr. Hitesh Rohra student of SMT. CHANDIBAI HIMATMAL

MANSUKHANI COLLEGE, ULHASNAGAR studying in M.Com Part I,

Semester I, hereby declare that I have completed this project on Human

Resource Management Of KFC for the subject Human Resource

Management in the academic year 2014-15.The information submitted is

true and original to the best of my knowledge.

_______________
Mr. Hitesh Rohra

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 ACKNOWLEGEMENT
To list who all have helped me is difficult because they are so
numerous and the depth is so enormous.
I would like to acknowledge the following as being idealistic
channels and fresh dimensions in the completion of this project
I take this opportunity to thank the University of Mumbai forgiving
me chance to do this project.
I would like thank my Principal, Dr. Padma V. Deshmukh for
providing the necessary facilities required for completion of this
project.
I would also like to express my sincere gratitude towards my
project guide Prof. Ms. Reshma Kukreja whose guidance and
care made the project successful.
I would like to thank my college library, for having provided
Various reference books and magazines related to my project.
Lastly I would like to thank each & every person who directly or
indirectly helped me in completion of the project especially my
parents & peers who supported me throughout my project

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 EXECUTIVE SUMMARY

Kentucky Fried Chicken (KFC) Malaysia is a major Quick Service

Restaurant (QSR) operator in Malaysia and has been established for just
over 20 years now. It serves mainly chicken related items, but offers side
dishes to its consumers as well. Lately, more and more Malaysians have
been opting for a healthier eating diet as a large number of them have
become more health conscious. This has opened the door for KFCs main
competitors, such as McDonalds, to come out with a new range of
healthier products, allowing them to mount a greater challenge on KFC
Malaysias current position as Malaysias leading fast food operator. As a
response to the advancement made by KFCs competitors in providing
healthier fast food, KFC are to introduce a new set of healthier products
that would be mainly targeted at health conscious people, living in
Malaysia. Its target market would largely be based on segmentation of age,
where it would be focused on customers in the age group of between 4 to
40 years old. KFC Malaysia would, nevertheless, have to fight off fierce
competition from other fast food operators, such as Kenny Rogers, Burger
King, A&W, Radix Chicken and KFCs biggest rival, McDonalds, who are
also trying to take hold of the new market of healthier products. The new
healthier menu that KFC Malaysia is going to introduce would not only be a
new healthier alternative to its existing products, but also an addition to
what it already has to offer. The pricing and promotion strategies would
also be looked into as KFC Malaysia prepares to introduce its new healthier
menu to the public.

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 CONTENTS

S.No. Topic Page No

1 Introduction Of HRM 09

2 Definition Of HRM 13

3 Model Of HRM 15

4 Objectives 18

5 Principles Of HRM 19

6 Features OF HRM 20

7 Functions Of HRM 21

8 Contexts Of HRM 23

9 Introduction OF KFC 25

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10 Company Background 26

11 Products Of KFC 27

12 HRM Of KFC 28

13 Recruitment & Selection 29

14 Training & Orientation 34

15 KFC Job Description 36

16 Survey Research Plan For KFC 41

17 Sample Survey 44

18 Summary Of Results 48

19 Conclusion 49

20 Biblography 50

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 Introduction Of HRM

Managing an organizations workforce

Training, assessment, rewarding and

selection.

A disciplinary department.

Job Opportunities:

HR Admin

Payroll Specialist

Staffing Manager

HR Manager

Human resources are the most valuable and unique

assets of an organization. The successful management
of an organization's human resources is an exciting,
dynamic and challenging task, especially at a time
when the world has become a global village and
economies are in a state of flux. The scarcity of
talented resources and the growing expectations of the
modern day worker have further increased the
complexity of the human resource function. Even
though specific human resource functions/activities are

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the responsibility of the human resource department,
the actual management of human resources is the
responsibility of all the managers in an organization.

It is therefore necessary for all managers to understand

and give due importance to the different human
resource policies and activities in the organization.
Human Resource Management outlines the importance
of HRM and its different functions in an organization. It
examines the various HR processes that are concerned
with attracting, managing, motivating and developing
employees for the benefit of the organization.

Talent Search

Hiring

Assessments

Rewarding

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The Human Resource Cycle

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 The Bad Side

Make sure employees are discipline

Time

Appearance

Attitude

Firing non-performing employees

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 Definition of HRM
'Human capability and commitment'. Storey
argues that this is what differentiates
organisations.

Strategic importance of HRM. It needs to be

implemented into the organisational strategy
and needs to be considered at the highest
management level.

The long term importance of HRM. It needs

to be integrated into the management
functions and is seen to have importance
consequences on the ability of the
organisation to achieve its goals.

The key functions of HRM which are seen to

encourage commitment rather than
compliance.

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The Human Resource System

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 Guests Model of HRM

Linked to the strategic management of

an organisation.

Seeks commitment to organisational

goals

Focuses on the individual needs rather

than the collective workforce.

Enables organisations to devolve power

and become more flexible

Emphasises people as an asset to be

positively utilised by the organisation

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The Harvard Model of Human Resource
Management

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 Objectives

There are four main objectives of HRM.

Societal objectives, organizations
objectives, functional objectives, and
personal objectives.

To maximize the productivity of the

organization by optimizing the
effectiveness of its employees

Objectives of HRM are influenced by

the objectives of the business or
organization and include making sure
an organization has a supply of willing,
motivated, and skilled employees.

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 Principles of HRM

Human resources are the most

important assets of the organisation

business success "is most likely to be

achieved if the personnel policies and
procedures of the enterprise are closely
linked with, and make a major
contribution to, the achievement of
corporate objectives and strategic
plans. Michael armstrong

find, secure, guide, and develop

employees whose talents and desires
are compatible with the operating
needs and future goals of the company.

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 Features of HRM

The collective bargaining role

The implementer of legislation role

The bureaucratic role

The social conscience of business role.

A growing performance improvement

role

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The HR Functions

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Traditional HR Functions

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The Context of HRM

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Changing environment of human resource
management

Globalization trends

Technological trends

Trends in the nature of work

Workforce demographic

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 Introduction Of KFC

KFC was founded by 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. However, the company's rapid expansion saw it
overwhelm the ageing Sanders, and in 1964 he sold the
company to a group of investors led by John Y. Brown,
Jr. and Jack C. Massey.

KFC was one of the first fast food chains to expand

internationally, opening outlets in the United Kingdom,
Mexico, and Jamaica by the mid-1960s. Throughout the
1970s and 1980s, KFC experienced mixed fortunes
domestically, as it went through a series of changes in
corporate ownership with little or no experience in the
restaurant business. In the early 1970s, KFC was sold to
the spirits distributorHeublein, who were taken over by
the R.J. Reynolds food and tobacco conglomerate, who sold
the chain to PepsiCo. The chain continued to expand
overseas however, and in 1987 KFC became the first
Western restaurant chain to open in China. The chain has
since expanded rapidly in China, which is now the
company's single largest market. PepsiCo spun off its

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 restaurants division as Tricon Global Restaurants, which
later changed its name to Yum! Brands.

Company Background

only manage people from their home country, but oKFC

Corporation (KFC), known as Kentucky Fried Chicken

KFC Corporation based in Louisville, Kentucky. The worlds

most popular chicken restaurant.

KFC is part of Yum! Brands, Inc., which is the worlds

largest restaurant system.Yum! Brands since 1997 when
that company was spun off from PepsiCo as Tricon Global
Restaurants Inc.

R.J. Reynolds acquired KFC in 1982. This gave KFC the

financial backing for expanding internationally.

According to the corporate website, KFC is present in 110

countries and territories around the world and 30 ,000
restaurants.

From Traditional HR transform to International HR

HR practitioners not ne that involve managing many

diverse nationalities.

new problem for HR practitioners emerged as employees

become more diversified and hard to manage.

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 PRODUCTS

KFC primarily sells

-chicken pieces, wraps, salads and sandwiches.

The primary focus is fried chicken.

KFC also offers a line of grilled and roasted chicken

products, side dishes and desserts. Outside America, KFC
offers beef based products such as hamburgers or kebabs,
pork based products such as ribs and other regional fare.

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 KFC Human Resource Management

Responsibilities:

Responsible for all the human resource

functions such as policy, recruitment,
IR, performance evaluation,
compensation and benefit, and other
general admin matters.

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Recruitment & Selection

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~ 30 ~
 Discipline

Firms cannot just sack workers

Wide range of procedures and steps

in dealing with workplace conflict

Informal meetings

Formal meetings

Verbal warnings

Written warnings

Grievance procedures

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 Training

We wont make you wing it is KFCs motto

when it comes to training employees.

-Training includes:

1) Workbooks

2) Quizzes

3) On-the-job

competency based training- Employees are

encouraged to work together as a team-
KFC is committed to making sure their
people grow to their highest potential- KFC
does their best to make the job interesting
and exciting for workers

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 Training and Orientation of the Company

Christ Mendel , director of global risk management of

Tricon Global
Restaurant (an arm of Yum ! Brand ) stated that the
company focuses on
training and education for all their employees and
managers for their
30 ,000 restaurants in 110 countries (cited in Morris ).

the company has developed substantial training programs

for all front line people . The training according to him has
been
integrated into the company 's broader management
trainings that deal
with issues as sexual harassment , hiring and firing
practices ,
interpersonal relationships , and conflict resolution .

The training practices as he further described are on a global

basis with
the assumption that ``people need to treat people with respect
(Morris .
The training employed for both franchise and non-franchise
managers are
on the same basis that everyone is required to attend trainings
held at
the company 's headquarter at Louisville . Likewise , these front
line
people will take the responsibility in providing trainings for their

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employees using training manuals and product guides . In that
way , the
top management is assured that the KFC culture penetrates
another
culture effectively .

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 KFC Job Description

Area Managers

Area Managers are accountable for providing coaching,

leadership and operational support to 8-10 KFC
Restaurants within a defined Area.

-Area Managers are sourced internally, so you will

need to earn this position in the Company through
promotion.

Restaurant General Managers

The Restaurant General Manager is accountable for

creating and running an energetic and valuable work
environment, which is committed to serving the best
chicken at the fastest speed and with a smile.

-The Restaurant General Manager reports directly

to an Area Manager and is accountable for successfully
implementing and maintaining all Company policies and
procedures in relation to operations, customer service,
cash handling, marketing, purchasing, human
resources, health & safety, administration, training and
development

-Restaurant General Managers are sourced

internally, so you will need to earn this position in the
Company through promotion.

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 Assistant Managers

The Assistant Manager is responsible for assisting the

Restaurant General Manager (RGM) in creating an
energetic and valuable work

environment, which is committed to serving the best

chicken at the fastest speed and with a smile.
Assistant Managers are also responsible for ensuring all
Company policies and procedures are followed in
relation to operations, customer service, cash handling,
marketing, purchasing, human resources, health &
safety, administration, training and development.

-Assistant Managers are sourced internally, so you will need

to earn this position in the Company through promotion.

Trainee Managers

Responsible for assisting the Restaurant General

Manager and Assistant Managers in creating an
energetic and valuable work environment, which is
committed to serving the best chicken at the fastest
speed and with a smile.
Trainee Managers help with day-to-day running of the
restaurant, and need to ensure that all operations,
customer service, cash handling, marketing,
purchasing, human resources, administration and
training & development policies are followed.

Skills & Abilities

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 -Trainee Managers must have at least a year 10
education and 2 years work experience in a
managerial/supervisory role.

-Must have excellent customer service skills and

the ability to deal with customers complaints

-Excellent communication skills

-Must have the ability to develop competent

computer skills

-Be able to motivate, delegate and co-ordinate

-Willing to work shift work with an energetic

approach

-Able to lift and carry awkward/heavy items

-Must have a reliable vehicle and current drivers

license

Rewards & Benefits

-Attractive performance-based salary and bonuses

reviewed quarterly for all Managers

-Manager of the Quarter and Manager of the Year

Competitions

-Annual Champions Club recognizing those Stores

that deliver outstanding customer service

-Store Managers attend an annual conference

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 -Top 20 Store Managers attending a week long
Development Program

-Annual Chairmans Dinner recognizing those

employees with more than 15 years service

-"Recognition Culture, which ensures that hard

work and good performance does not go unnoticed

Customer Service Team Members

Responsible for working the service areas and ensuring

quality product, service and cleanliness is delivered to
all customers at top speed and with a smile!

Skills & Abilities

-Preparation of food

-Stock rotation

-Cash register operations and ability to follow cash

handling procedures

-Cleaning of service and dining areas

-Must be prepared to work nights and weekends

-Friendly disposition with the ability to work as part

of a team

Rewards & Benefits

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 -CHAMPS Excellence Recognition Program for
Team Members provides the opportunity to earn
monetary rewards

-Annual CHAMPS Challenge

-Discount Card entitles Team Members to 20% off

all meals

-Recognition Culture, which ensures that hard

work and good performance does not go unnoticed

Food Service Team Members

Responsible for putting the crunch in the coating and

the zing in the Zingerthe cooks main task is to
prepare and cook the irresistible KFC products! The
cook must also maintain the cleanliness of the cooking
area as well as the quality of product and speed of
preparation.

Skills & Abilities

-Food preparation

-Stock rotation

-Maintaining cleanliness of cooking areas and

floors

-Must be prepared to work nights and weekends

-Friendly disposition with the ability to work as part

of a team

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 Rewards & Benefits

-CHAMPS Excellence Recognition Program for

Team Members

provides the opportunity to earn monetary

rewards

-Annual CHAMPS Challenge

-Discount Card entitles Team Members to 20% off

all meals

-Recognition Culture, which ensures that hard

work and

good performance does not go unnoticed

Survey Research Plan

Client Interview

Told the research team that their main focus was

proving to the public that KFC isnt as unhealthy as
many people perceive it to be compared to other
fast food restaurants.

Research Objectives

We are conducting this survey to find out what

peoples perceptions of the KFC brand is currently.

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 To compare KFCs menu options to the menu
options of their major competitors.

Research Methodology

Mall-intercept method, it is the most convenient

due to the overwhelming student population on
campus.

Convenience sampling, because we dont want

biased results and we will get more of a variety
students.

Our survey will consist of open ended, multiple

choice, and Likert scale questions.

We will try to achieve our goal of 50 completed

surveys throughout different campus buildings, and
through friends and co-workers. These surveys will
take place through the next 2 weeks.

Tabulations and Data Analysis

The scale and multiple choice questions will be

tallied. The open ended questions will be
categorized into positive and negative responses
with noted suggestions.

Research Reporting

We are hoping to gather information from the

surveys to better understand why people think KFC
is an unhealthy fast food option. While at the same

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 time maintaining the convenience of the fast food
industry.

Time Frame

The survey will be conducted within one weeks

time period.

Limitations

We will have a very narrow age range (18-24).

Since we are only using convenience sampling we

will only be able to survey people located in
Morgantown.

People sometimes rush through open-ended

questions, or dont answer questions truthfully.

People may not be familiar with all of the

restaurant options on the survey.

Sample Survey

This is a survey about the fast food industry. Through this

survey we are trying to understand what consumers like
and dislike about the fast food industry and what can be
improved. Please answer as honestly as possible. Your
participation is appreciated. Thank you.

Please name three fast food restaurants you can think of:

( ) ( ) ( )

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 What type of item do you look for on the menu when youre
eating at a fast food restaurant?

( ) Combo Meal ( ) Value Menu ( )

Other:_______________

How often do you eat fast food in a month?

( ) never ( ) once a month ( ) 2-3 times a month ( )4-5

times a month ( ) 5+ times a month

Which fast food restaurant do you feel gives you the best value?

( ) Burger King ( ) Chik-fil-A ( ) McDonalds ( ) KFC

( )Popeyes ( ) Wendys ( ) Subway

( ) Other:________

How many times do you eat chicken per week?

( ) 1-2 times a week ( ) 3-4 times a week ( ) 4-5 times a

week( ) 6+ times a week

Have you ever eaten at KFC?

( ) Yes ( ) No If no, skip to question 21

If yes, when was the last time you ate at KFC?

( ) Last week ( ) Last month ( ) Last 6 months

( ) Last year

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 How familiar are you with KFCs menu selection?

( ) Not familiar ( ) Somewhat familiar ( ) Very

Familiar

What would be the main reason you choose KFC?

( ) To eat chicken ( ) Good menu selection ( ) Quality

of service

( ) Convenience

KFC is an accurate representation of Southern Cooking:

Strongly Disagree 4 3 2 1 0 1 2
3 4 Strongly Agree

Do you view KFC as a family restaurant?

Strongly Disagree 4 3 2 1 0 1 2
3 4 Strongly Agree

When you think of KFC what comes to mind?

( ) Colonel Sanders ( ) Fried Chicken ( ) Home style

sides ( ) Family meals

Roughly how many KFC TV or Billboard advertisements

have you seen within the last 6 months?

( )0 ( ) 1-3 ( ) 4-6 ( )7-10

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 Are you aware of the new, healthier options available at
KFC?

( ) Yes ( ) No ( ) N/A

On what area do you believe KFC should focus its image?

( ) Convenience ( ) Family ( ) Health ( )

Other:_____________________

Who do you view as KFCs biggest competitor?

( ) McDonalds ( ) Chik-fil-A ( ) Popeyes ( ) Subway

( ) Burger King ( ) Other:_________________

Which fast food restaurant has the best chicken?

( ) KFC ( ) Chik-fil-A

( )Popeyes ( ) Churchs Chicken

( ) Burger King

Recently KFC introduced a breakfast menu overseas, would

that be something that would appeal to you?

( ) Yes ( ) No ( ) Maybe

To the best of your knowledge, please write positive

aspects about KFC:

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 __________________________________________________________________
______

To the best of your knowledge, please write negative

aspects about KFC:

__________________________________________________________________
______

Age:____________

Gender: Male ( ) Female ( )

Please state your ethnicity: (i.e. White, African American,

Hispanic)

____________________________

Class Rank:

( ) Freshman ( ) Sophomore ( ) Junior ( ) Senior

( ) Graduate

What do you think is KFCs strongest menu attribute?

( ) Family value menu ( ) Value menu ( ) Choice of

original or extra crispy

( ) Healthy menu items

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 Summary of Results

In order to figure out where KFC stood in terms of

their competition, we went out to find out how they
compared to other fast food restaurants in pricing.
Most people when asked in the surveys said they
thought McDonalds had the best value because of
options like the dollar menu. Our respondents put
great emphasis on this saying that value and
convenience were the two main things they
typically look for when going out for fast food.
When asked about KFCs pricing, many said that
compared to their competitors KFC was a little
overpriced. For the most part, they said since KFC
also gives a lot of food in their meals that they
would probably get KFC only if they were going to
be eating with a group of people as opposed to just
for themselves.

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 Conclusion

KFC shows to have a neck for hiring the right

person for the job. Putting a Chinese in charge is
attacking potential difficulties with Chinese
culture. KFC sees the Southeast Asian market as a
separate whole. By doing that KFC can target that
market as separate marketing and operational-
wise.

Southeast Asia is handled by a separate part of the

company under the KFC holding. This enables KFC
to target the Southeast Asian markets more
effectively.

KFC has to change its vision on investing though. A

great deal of knowledge of the Asian culture is
gained by stores in Indonesia, Malaysia and
Singapore.

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 Biblography

"Annual Report 2012". Yum! Brands. Retrieved

April 7, 2013.

^ Jump up to:a b c d e f g
"Restaurant counts". Yum!
Brands. Retrieved April 3, 2014.

^ Jump up to:a b c d e f
"Yum! Brands: Senior
Officers". Yum! Brands. Retrieved September 8,
2013.

^ Jump up to:a b
Iconic Global Brand. Louisville:
Yum! Brands. 2014. p. 98.

^ Jump up to:a b c
Whitworth, William (February 14,
1970). "Kentucky-Fried". The New Yorker.
Retrieved February 23, 2013.

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