ANALYZING INTERNATIONAL HUMAN RESOURCE MANAGEMENT ACTIVITIES OF THE KFC RESTAURANT CHAIN

HO CHI MINH UNIVERSITY OF TECHNOLOGY AND EDUCATION FACULTY OF HIGH-QUALITY TRAINING FINAL REPORT TOPIC: ANALYZING INTERNATIONAL HUMAN RESOURCE MANAGEMENT ACTIVITIES OF THE KFC RESTAURANT CHAIN COURSE TITLE: HUMAN RESOURCE MANAGEMENT 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 1.2 Reasons for choosing 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 ……………………………………… 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 market share 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 and quality 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 OVERVIEW OF KFC 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-largest restaurant 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 HISTORY OF KFC 2.2.1 It started with Colonel Harland Sanders, a businessman who started selling fried chicken from his roadside diner in Corbin, Kentucky, during the Great Depression, he launched KFC The first "Kentucky Fried Chicken" franchise was established in Utah in 1952, when Sanders recognized the potential of the restaurant franchise system 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 for this 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 chief financial officer (CFO) General managers, assistant general managers, unit managers, team members, and laborers are next in line \ Management Board General Management Assistant General Management Assistant Unit Manager Unit Manager Shift Manager Team Members - Food service workers - Shippers - Store leader - Counter Person - Preparation workers - Customer Service Workers - Maintenace Technicians CHAPTER 3: INTERNATIONAL HUMAN RESOURCE MANAGEMENT ACTIVITIES 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 units and individuals) that have interdependent relationships, are specialized, have certain responsibilities and powers, and are arranged according to levels different levels and stages to accomplish the common goals of the business The essence of the organizational structure is the division of powers and responsibilities of personnel, departments, departments, divisions, etc in management Therefore, the organizational structure on the one hand reflects the responsibility of each person, on the other hand, it is important to have a direct impact on the development of the business In the organizational structure, there are management 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 to individuals or organizations who want to be agents of the product and fully meet the conditions mentioned above The KFC brand is managed by Regional Director by YUM! arranged and under it are a series of lower-level managers The organizational model is shown in the diagram 3.1.3 Assess the advantages and disadvantages of the company's organizational structure: • Overall advantages of the model: - Give clear instructions for each part - The responsibilities of each and all departments are fixed, making the accountability correct for their work - Each manager is an expert in his or her field and must perform a limited number of functions - 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 by expanding the market and leaving an increasingly deep impression in the Vietnamese market Prove that their business organization is really strong The leadership organization is capable, along with the management and departments, who are good and experienced, responsible for work and work company The access to the Vietnamese market shows that they have built effective business development strategies as well as the regional director, the restaurant management director has a close management and supervision The model of lean management organization has specific tasks and goals, applied to the right target audience, advertising strategy to reach the market as well as the processing of new dishes suitable for Vietnamese people such as: mixed vegetables, Fried chicken rice, crispy chicken cabbage, bring a more suitable taste for Vietnamese people but still have the flavor of KFC chicken In the Vietnamese market, KFC holds a fast food market share of 60% in Vietnam Besides, in the development of the restaurant market, the restaurant also completely applies the Franchise model, which is making the restaurant successful in the world - In addition, all activities of the restaurant are under the strict management and control of the Parent Company This is also one of the effective immutable Franchise principles that YUM Group! is applying • Disadvantages of the model: - Sometimes in organizations or in restaurants and shops, bureaucracy will also appear - Staff strengths and weaknesses have not been emphasized and properly assessed Lack of employee feedback as well as letting employees have a voice in meetings and 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 in customers, competitors, and markets Therefore, the need to restructure the business is a must for businesses with good organizational models, we also need to have a close inspection and review of the organization of seminars Meeting every quarter/year, these activities help the leader of the Board of Directors to detect holes to fix not only in the business but also 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 selecting Team 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 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+ 10  Preferably a graduate, carrying 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 Good attitude You are honest, energetic, and fun 3.2.2 KFC Shift Manager - Purpose of the position: A Shift Manager is in charge of the operations while the General Manager or Assistant Manager is not present They put a lot of effort to guarantee that the consumers receive excellent services and that stay on track Employee hours may also be dictated by a Shift Manager, who will adjust them to suit best with which salary and general demands - 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 11  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 12 - 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 operational elements  Enhance and monitor our customer experience through established surveys and tools  Ensure store is at Standard as per Restaurant Operations Compliance Check (ROCC)  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 13  Take orders from customers  Working as a KFC Team Member may entail routines such as conversing with 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 - Purpose of the position: The KFC Store Manager is in control of everything that happens inside the store: the money and the service crew For example They ensure that the staff is performing well in their positions They assess the customer's reaction to their offerings They ensure that the money coming in and out of the business is properly recorded and balanced They guarantee that their consumers will receive high-quality service - Responsibilities:  Everything in a KFC establishment is managed and facilitated by a KFC Store Manager  They are in charge of observing the employee's attitude toward their work  When the organization is confronted with difficulties or problems, the Store Manager is also involved in finding a solution  They're also the ones who come up with new goods, promotions, and events to help KFC grow in popularity  They ensure that the consumer is satisfied with the services provided and that the food is cooked and served appropriately  In terms of food, they ensure that everything is properly labeled and stored in a secure location 14 - Requirements and Skills:  This career demands the presence of a trustworthy and loyal worker  Ability to examine and solve problems analytically is required  This position requires someone who is a positive thinker and can respond to a problem in a timely manner  Every action made by a Store Manager has the potential to impact the company's growth and reputation  A KFC Store Manager must be adaptable to what is happening now and in the future He or she must be ready for the problems, conditions, and difficult scenarios that will put his or her vocation to the test  A person who graduated with a bachelor’s degree course (Like Business Administration, Accounting and Business Finance, Advertising, Direct Marketing, Entrepreneurship and Financial Engineering)  A person with great knowledge and job experience 3.2.7 Maintenance Technician - Purpose of the position: Maintenance employees will assist restaurant locations with technical issues KFC's maintenance staff' primary responsibilities include installing, repairing, and maintaining restaurant grounds and equipment Repairing drive-thru intercoms, installing new refrigeration units, and repairing old cash registers are all instances of tasks - Responsibilities:  Assist with the installation of ventilation, refrigeration, and other systems, as well as repairs when required  Assist with the development of a budget and guarantee that it is maintained to  Keep the heating and plumbing systems in proper working order  Repair planning and scheduling - Requirements and Skills: 15  Have knowledge of tools, common appliances, and devices  Have the ability to lift heave objects  It is preferable to have a certificate in HVAC, building maintenance technology, or a related profession  Having a well understanding of Electrical and hydraulic systems  Advanced knowledge of general maintenance techniques and procedures 3.2.8 KFC Cook Job - Purpose of the position: The work of a KFC cook is to make the meal that customers want to order The cook accomplishes this by following a list of management-approved fast-food recipes - Duties:  For the food to taste just right, pay attention to every detail of these recipes  The cook is responsible to follow the recipes to the letter  Examine the way food has been prepared to ensure that it has turned out correctly  The employee is also responsible for adhering to all health and safety regulations while working in the kitchen, as well as performing daily cleanup responsibilities  Wiping down all surfaces and washing any cooking utensils - Requirements and Skills:  During the shift, a cook at this restaurant must pay strict attention to his or her surroundings at all times  He or she must maintain a close check on all of the food that is being prepared at the same time  This job demands a strong work ethic and the ability to arrive on time  The cook must also be able to stand for long amounts of time during his or her shift, since this is a necessary aspect of the meal preparation process 16 CHAPTER 4: CONCLUSION With the rapid and strong development of the current type of food business, Nowadays, it can be seen that the demand for fast food products in Vietnam will continue to increase in the future and in the coming years, opening up great prospects for KFC As a product trading business High-quality fast food, good products, reputable KFC is gaining more and more trust from customers, including difficult customers The problem now is KFC Vietnam needs to make more efforts to improve product quality, reduce costs, lower costs, and increase the competitiveness of products compared to other competitors such as Lotteria, and Jolie Bee After 21 Years of operation in the Vietnam market, KFC company has achieved the most success determined The company still maintains its position as a reputable fast-food business and is most known The company's process of entering the Vietnamese market is a lesson learned for Vietnamese enterprises in the same industry to learn can have success in their international business 17 REFERENCES  KFC (2021) KFC Team Member - Salary and Job Description URL: https://www.job-applications.com/kfc-team-member/  Nguyen Le Thanh Van & Do Tien Phat (2014) KFC Management Analysis  KFC Human Resources - KFC HR (2022) URL: https://phdessay.com/human-resource-strategy-of-kfc/  Human Resource Training in KFC - PHDessay.com (2021) URL: https://phdessay.com/human-resource-training-in-kfc/  Shah Mujahid Uddin (2020) Operational strategies and management of KFC: an enquiry URL: Article: https://doi.org/10.36713/epra4262  Wikipedia contributors (2022) History of KFC URL: https://en.wikipedia.org/wiki/History_of_KFC#:%7E:text=KFC %20%28Kentucky%20Fried%20Chicken%29%20was%20founded%20by %20Colonel,opened%20in%20Salt%20Lake%20City%2C%20Utah%2C %20in%201952 18 ... 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) ... https://www.job-applications.com /kfc- team-member/  Nguyen Le Thanh Van & Do Tien Phat (2014) KFC Management Analysis  KFC Human Resources - KFC HR (2022) URL: https://phdessay.com /human- resource- strategy -of- kfc/  Human Resource. .. CHAPTER 3: INTERNATIONAL HUMAN RESOURCE MANAGEMENT ACTIVITIES 3.1 OVERVIEW OF HUMAN RESOURCES ACTIVITIES AT KFC 3.1.1 Organizational structure concept The organizational structure of an enterprise