ANALYZING INTERNATIONAL HUMAN RESOURCE MANAGEMENT ACTIVITIES OF THE KFC RESTAURANT CHAIN

AUTHORS AND THE ASSESSMENT Topic: Analyzing international human resource management activities of the KFC restaurant chain Compile a system of job descriptions and specifications for pos

HO CHI MINH UNIVERSITY OF TECHNOLOGY AND

LECTURER: MBA LÊ THỊ KIM KHANG

HO CHI MINH, JUNE, 2022

AUTHORS AND THE ASSESSMENT Topic: Analyzing international human resource management activities of the KFC

restaurant chain (Compile a system of job descriptions and specifications for

positions within KFC)

Lecturer’s comments:

Date… Month Year

Overall Score TABLE OF CONTENTS CHAPTER 1: INTRODUCTION……….3

1.1 Summary of the topic………3

1.3 Objectives of the topic……….3

CHAPTER 2: A BRIEF INTRODUCTION TO THE KFC COMPANY 2.1 Overview of the chosen company………4

2.2 History begins of KFC………4

2.3 Specific products and services ……… 4

2.4 A brief outline of the company's personnel chart………6

CHAPTER 3: INTERNATIONAL HUMAN RESOURCE MANAGEMENT ACTIVITIES………7

3.1 Overview of human resources activities at KFC……….7

3.1.1 Organizational structure concept 3.1.2 Diagram of business management apparatus of KFC in Vietnam 3.1.3 Assess the advantages and disadvantages of the company's organizational structure 3.2 Compile a system of job descriptions and specifications for positions within KFC company………10

CHAPTER 4: CONCLUSION………18

REFERENCES ……….19

CHAPTER 1: INTRODUCTION 1.1 SUMMARY OF THE TOPIC

In today's business environment, competition is always an issue of survival for a company Developing an appropriate work system will provide you with a competitive advantage, allowing you to increase and keep your marketshare To select and design a system that is appropriate for the job,

businesses must assess and analyze a variety of aspects, including human resource development to fit the planned business system As a result, I'm proposing a system specification job at KFC to help the company gain a stronger foothold in the Vietnamese fast-food sector

1.2 REASONS FOR CHOOSING THE TOPIC

Fast food is quickly becoming more recognizable and popular among

Vietnamese KFC, Lotteries, Jollibee, Pizza Hut, and MC Donald's are examples of fast-food chains With a statewide distribution infrastructure, KFC has a considerable market share in the Vietnamese fast-food sector KFC is a brand that is not only well-known, but has also extended over the world, dominating the fast-food market in many areas KFC is the brand that

is thought to be growing the fastest and strongest KFC's success can serve as

a model for today's entrepreneurs looking to improve their business

performance The KFC fried chicken brand in Vietnam is gaining traction because of effective human resource management, as well as the prestige andquality of its products The team chose KFC for their human resource

management research because of its world-famous brand, a new trend, and a new lifestyle promising to deliver to the prospective Vietnamese market

1.3 OBJECTIVES OF THE TOPIC

Human resource management research and the necessary standards for KFC staff

CHAPTER 2: A BRIEF INTRODUCTION TO THE KFC

COMPANY

2.1.1 KFC (Kentucky Fried Chicken) is an American fast-food restaurant brand that specializes in fried chicken with headquarters in Louisville, Kentucky With 22,621 outlets in 150 countries as of December 2019, it is the world's second-largestrestaurant chain (by sales) after McDonald's.

2.1.2 The chain is a subsidiary of Yum! Brands, the restaurant company that also owns Pizza Hut, Taco Bell, and WingStreet, runs the chain

2.2.2 Harland became a significant figure in American cultural history after

branding himself as "Colonel Sanders," and his image is still regularly used in KFC advertising to this day However, the company's quick growth overwhelmed

Sanders, which led him to sell it in 1964 to a group of investors led by John Y Brown Jr and Jack C Massey

2.3 SPECIFIC PRODUCTS AND SERVICES OF KFC

2.3.1 KFC is one of the world’s most popular fast-food restaurant chains, having a great specialty in burgers KFC is famous for fried chicken The original product is pressure-fried chicken nuggets flavored with a secret seasoning of 11 ingredients, plus extra crispy chicken and homemade style sides

2.3.2 KFC expanded its menu and offered other chicken preparations like Chicken Fillet Burgers and wraps, salads, potato fries, desserts, and beverages KFC has optimized its product offerings to meet with the geography and demand of the consumers

2.3.3 The company has also created new culinary dishes based on local preferences

in the countries where it operates Sauces, marinades, and seasonings are examples

of key product components

2.3.4 KFC provides delivery services, which vary by area These delivery services can be utilized in two ways The first option is to order delivery from KFC directly

Go to the official KFC website for their location to get the phone number needed forthis call The second option is to order online, which can also be done through their websites for the specific location

2.4 A BRIEF OUTLINE OF THE KFC PERSONNEL CHART:

2.4.1 The organizational structure of KFC is divided into six parts At the top is the management board, which consists of the president, regional directors, and the chieffinancial officer (CFO) General managers, assistant general managers, unit

managers, team members, and laborers are next in line

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ManagementBoard

CHAPTER 3: INTERNATIONAL HUMAN RESOURCE

MANAGEMENT ACTIVITIES

GeneralManagement

Assistant GeneralManagement

3.1 OVERVIEW OF HUMAN RESOURCES ACTIVITIES AT KFC

3.1.1 Organizational structure concept

The organizational structure of an enterprise is a collection of parts (including unitsand individuals) that have interdependent relationships, are specialized, have certainresponsibilities and powers, and are arranged according to levels different levelsand stages to accomplish the common goals of the business

The essence of the organizational structure is the division of powers andresponsibilities of personnel, departments, departments, divisions, etc inmanagement Therefore, the organizational structure on the one hand reflects theresponsibility of each person, on the other hand, it is important to have a directimpact on the development of the business In the organizational structure, there aremanagement levels, company levels, unit levels, and functional levels,

3.1.2 Diagram of business management apparatus of KFC in Vietnam

YUM! Corporation owns the KFC brand and sells the product business rights toindividuals or organizations who want to be agents of the product and fully meet theconditions mentioned above The KFC brand is managed by Regional Director byYUM! arranged and under it are a series of lower-level managers Theorganizational model is shown in the diagram

3.1.3 Assess the advantages and disadvantages of the company's organizationalstructure:

• Overall advantages of the model:

- Give clear instructions for each part

- The responsibilities of each and all departments are fixed, making theaccountability correct for their work

- Each manager is an expert in his or her field and must perform a limited number offunctions

- A higher degree of specialization leads to an improvement in product quality

- Following the milestones of KFC, we can see that the KFC business is growing byexpanding the market and leaving an increasingly deep impression in theVietnamese market Prove that their business organization is really strong Theleadership organization is capable, along with the management and departments,who are good and experienced, responsible for work and work company Theaccess to the Vietnamese market shows that they have built effective businessdevelopment strategies as well as the regional director, the restaurant management

director has a close management and supervision The model of lean managementorganization has specific tasks and goals, applied to the right target audience,advertising strategy to reach the market as well as the processing of new dishessuitable for Vietnamese people such as: mixed vegetables, Fried chicken rice, crispychicken cabbage, bring a more suitable taste for Vietnamese people but still havethe flavor of KFC chicken In the Vietnamese market, KFC holds a fast food marketshare of 60% in Vietnam Besides, in the development of the restaurant market, therestaurant also completely applies the Franchise model, which is making therestaurant successful in the world.

- In addition, all activities of the restaurant are under the strict management andcontrol of the Parent Company This is also one of the effective immutableFranchise principles that YUM Group! is applying

• Disadvantages of the model:

- Sometimes in organizations or in restaurants and shops, bureaucracy will alsoappear

- Staff strengths and weaknesses have not been emphasized and properly assessed.Lack of employee feedback as well as letting employees have a voice in meetingsand seminars

- People in the organization run after work, under pressure by short-term, local jobs.Management teams tend to work reactively, strategically, to adapt to changes incustomers, competitors, and markets

Therefore, the need to restructure the business is a must for businesses with goodorganizational models, we also need to have a close inspection and review of theorganization of seminars Meeting every quarter/year, these activities help theleader of the Board of Directors to detect holes to fix not only in the business butalso in the restaurant, restaurant, or franchise system

3.2 COMPILE A SYSTEM OF JOB DESCRIPTIONS AND SPECIFICATIONS FOR POSITIONS WITHIN KFC COMPANY.

3.2.1 KFC Assistant restaurant Mananger

- Purpose of the position

 Assist the Restaurant General Manager in the management of a restaurant to brand standard in accordance with Company Policies and Procedures, train and develop Tear Members to meet performance standards, and share

responsibility for the achievement of designated customers, profit, and sales

- Responsibilities:

 Assist the Restaurant General Manager in achieving CHAMPS Standards within the restaurant by ensuring that all staff are focused on meeting and satisfying customer expectations for Cleanliness, Hospitality, Accuracy, Maintenance, Product, Speed of Service,

 Ensure that controls and procedures are implemented on each shift under their control to protect the security of employees and company funds

 Assist the Restaurant General Manager in effectively recruiting and selectingTeam Members using the company HRM systems

 Allocate responsibilities to each employee on shift and monitor performance

 Ensure that duties are only completed by individuals who have been certified

to do so

 Assist the Restaurant General Manager in implementing restaurant training programs for Shift supervisors by ensuring that employees follow correct maintenance procedures in accordance with the established maintenance roster and informing the Restaurant General Manager of any repairs or maintenance required within the restaurant

Requirements and Skills:

 Age 18+

 Preferably a graduate, carrying 2 years of experience including restaurant operations.

 A natural leader and be able to create a great work environment

 Having a true desire to grow and learn new things

- Responsibilities:

 Assign the assignments to restaurant employees and monitor their progress

 Keep a well-stocked inventory and place orders for food supplies as needed

 Take care of the dinner reservations

 Arrange for shifts to be covered (ex: when employees take time off)

 Assist employees in resolving workplace issues

 Keep track of everyday expenses and earnings

 At the end of the shift, balance the cash register

 As suppliers deliver food product orders, coordinate with them

 Ensure consumer happiness and resolve any complaints with elegance

 Whether the restaurant is open or closed (when responsible for the first or last shift)

 Notify the next Shift Manager of any duties that need to be completed

- Requirments and Skils:

 Age 16+

 Having an Excellent understanding of restaurant operations (like managing reservations and payments)

 Be able to Work in a variety of shifts, including in the weekends

 Knowledge of basic bookkeeping techniques is required

 Having a customer service strategy that includes the ability to handle

complaints professionally

 Outstanding organizational skills

 Ability to lead a group

 A bachelor's degree in restaurant management, business administration, or a related discipline is preferred, as is certification from a culinary school.3.2.3 KFC General Manager

- Purpose of the Position: A KFC General Manager is in charge of the

restaurant's day-to-day operations They also carry out all operations in

accordance with their company's procedures They may be assisted in their work

by an assistant manager

- Duties:

 Make sure that the store has enough workers for the shift, has enough supplies on hand, and that the equipment is in a good operating state They also determine the restaurant's opening and closing hours based on the volume of clients

 Meeting the company's sales and profit goals

 Interview and hire the applicants and ensure that they have approriate work ethics and can contribute to the firm When they recruit someone, they make sure they meet all of the qualifications

 Having the authority to fire workers for a variety of reasons

 Oversee employee training and deal with client issues

 General managers ensure that customers' rights and needs are met in order for them to become patrons and return to the restaurant

-Requirements and skills:

 Have a business administration bachelor's degree It can also be advantageous if one has sufficient management expertise.

 Have the patience, especially when dealing with complaints from customers

 Ability to lead a group

 A natural leader and be able to create a great work environment

 Have great communication skills

 Ability to work under pressure

3.2.4 KFC Unit Manager

- Purpose of the position: The goal of the unit manager is to give leadership so that his or her team can adhere to general performance across four important metrics: People, Customer satisfaction, Brand standards, and Financials

- Duties:

 Motivate the teams to achieve the goals that have been set

 Effectively lead and motivate a Team to produce breakthrough results

 Have business acumen and the capacity to look beyond the essential

 Monitor store over agreed financial KPIs

- Requirements and Skills:

 Age 18+

 Bachelor's degree in business administration or operations management

 At least three years of management experience is required

 Leadership abilities that are exceptional

 Ability to coach and grow his or her team to achieve outcomes while

maintaining a human touch

 Interpersonal communication skills are exceptional

 Strong problem-solving, analytical, and time-management abilities

 Ability to put strategy and ideas into action

 Has a strong emphasis on quality metrics

 It is necessary to have a working knowledge of Microsoft Office

3.2.5 KFC Team Member

- Purpose of the position: A KFC Team Member is someone who works for the company (Kentucky Fried Chicken) He or she is in responsible of achieving high levels of customer satisfaction and sales on a daily basis

- Responsibilities:

 Serving customers at the front counter

 Serve the customer from the kitchen—they cook the ordered meals

 Keep a cheerful and friendly atmosphere among customers

 Take orders from customers

 Working as a KFC Team Member may entail routines such as conversingwith and entertaining various types of people, serving customers, smiling

at strangers, and cooking

 Clean the store before and after hour

- Requirements and Skills:

 Be honest and loyal

 Have great sympathy for customers and peers

 Age 16+

 Have a warm and upbeat attitude

 Required to complete a KFC-specific training program

 Having a true desire to grow and learn new things

3.2.6 KFC Store Manager