ASSIGNMENT NO 1: QUALITY TOOL AT KFC

Check Sheet:

Check sheet is one of the seven basic tools for improving quality processes. It is
a structured and prepared form for collecting and analyzing data. Mostly it is used right
at the spot where data is generated. According to John R Shultz, “The check sheet is a
form (document) used to collect data in real time at the location where the data is
generated. The data it captures can be quantitative or qualitative. When the information
is quantitative, the check sheet is sometimes called a tally sheet”. [1]

Check Sheet is a generic tool that can be used for a wide range of processes. It
is a simple data collection device which has the ability to interpret results from the data
as soon as it is collected. It also has the ability to analyze trends that are evident upon
collection of the data provided that it has been collected accurately.

Check Sheet are used: [2]

 When data can be observed and collected repeatedly by the same person
or at the same location.
 When collecting data on the frequency or patterns of events, problems,
defects, defect location, defect causes, etc.
 When collecting data from a production process.

It is most appropriate to use check sheet in a place where data can be observed
and collected repeatedly by either the same person or at the same location. It is also an
effective tool to collect data about frequency of events, and identifying patterns of
events, problems, defects, and defect location.

KFC (Kentucky Fried Chicken):

Kentucky Fried Chicken also known as KFC is a fast food restaurant chain that
specializes in fried chicken and is headquartered in Louisville, Kentucky, in the United
States. It is the world's second largest restaurant chain (as measured by sales) after
McDonald's, with 18,875 outlets in 118 countries and territories as of December 2013.
The company is a subsidiary of Yum Brands, a restaurant company that also owns the
Pizza Hut and Taco Bell chains. [3]
 KFC is providing chicken based fast food dishes to the masses. Fast food is
usually famous because it is readily available and processing of food is fast. Sometimes
customers are in hurry and they expect quick and error free service from the KFC. As it
is a fast food business, quality of food and the services are equally important to
establish and retain pool of existing customers while attracting the new ones.
Customers at KFC expect fast and error free delivery of their orders at the counters so
KFC uses different quality tools to provide excellent quality of services to its customers.

Counter Service Quality Check Sheet at KFC:

KFC uses different tools to keep tracking quality parameters at their restaurants.
Usually they use a Counter Service Check Sheet Card to record problems and events
on daily basis. These check sheet cards are filled at service counter and then compiled
on weekly basis to gauge service quality at the counter. (See Appendix for Actual Check
Sheet)

Main objective of using check sheet at service counter is to find how accurately
and swiftly orders are processed and supplied. We may further bifurcate check sheet
objectives as below:

 Service quality at counter

 Understanding order processing time
 Making sure orders are processed correctly
 Understanding if orders are provided without any spills/drops
 Identify Areas of Improvement
 Improve quality by reducing problem frequencies

Conclusion:

Check Sheet is one of seven basic quality tools. It is a structured document that
is used to record events/problems right at the spot where they occur. It is very useful to
gather data about frequency of event/problem at a specific place and may be by a
specific person.

KFC is world’s 2nd largest fast food chain which provides chicken based fast food.
It is important to maintain service and product quality at fast food restaurant because
people prefer quality of edibles when they want to dine. Customers at KFC usually
serve themselves on self service counters. They expect their orders to be processed
accurately and within short period of time. So it is very important to keep on check that
how fast and how accurately orders are processed and delivered on the counter.
Counter is the most important part at any KFC restaurant which deals directly with the
customers.

KFC uses check sheet cards at their service counter to evaluate quality of
service by their staff. This card is maintained by the employee at service counter. On
counter it is recorded that how swiftly and speedily and with how much accuracy, orders
are being delivered to the customers. This helps KFC to know their areas of
improvement and they work upon accordingly to further enhance their quality of
services.

Appendix:

References:

1. Jump up ^ John R. Schultz (2006). "Measuring Service Industry Performance:

Some Basic Concepts". International Society for Performance Improvement. p. 3.
doi:10.1002/pfi.2006.4930450405. Retrieved 2011-10-06.
2. http://asq.org/learn-about-quality/data-collection-analysis-tools/overview/check-
sheet.html
3. https://en.wikipedia.org/wiki/KFC