KFC COMPANY (modern manner) what have you learned from KFC how could we lead KFC to good manner in the future

HO CHI MINH CITY UNIVERSITY OF TRANSPORT KFC COMPANY (Modern Manner) Student names Nguyễn Xuân Thiện Phát: IEC19PL038 Trần Xuân Trọng: IEC20PL027 Đặng Dương Hoàng Thơ: IEC19PL007 Trần Đại Nghĩa: IEC19PL054 Lê Hoàng Thoại: IEC19PL026 Instructor: MS Vo Thi Nga Submission date: July 4th, 2020 2|Page Table of Contents I.Introduction Introduction about KFC 1.2 Introduce about KFC in Viet Nam 1.3 Objective II KFC’s Good Practices and Values of KFC 2.1 KFC’s Good Practices 2.2 Values of KFC 10 III What have you learned from KFC 12 3.1 Uniformity of product quality 12 3.2 Production technology know-how is maintained .12 3.3 Focus on customer health 13 3.4 Understanding the taste - strict requirements on ingredients of local dishes .14 3.5 Multi-tasking and handling fast-paced environments .15 3.6 Understand the importance of good management 15 3.7 Foreign languages training 16 IV How could we lead KFC to good manner in the future .17 4.1 In terms of personnel and employees 17 4.2 Change the menu towards healthy and ensure food hygiene and safety .26 V What need to be improved 31 5.1 Staff attitude 31 5.2 The quality of their foods 33 5.3 The delivery service 33 VI Conclusion 35 VII References .36 3|Page Table of figures Figure 1: Logo KFC( KFC Viet Nam) .4 Figure 2: Customers at a KFC store in HCMC, 2019(KFC Viet Nam) .5 Figure 3: Supporting Employees (employee rights) 10 Figure : KFC Viet Nam Uniform( KFC Viet Nam) 12 Figure : Special ingredients of KFC chickens( KFC Viet Nam) .13 Figure 6: Focus on customer health( KFC Viet Nam) 14 Figure 7: : Spicy fried chicken in Viet Nam( KFC Viet Nam) 14 Figure : Multi-tasking and handling fast-paced environments( KFC Viet Nam) 15 Figure : KFC management( KFC Viet Nam) 16 Figure 10: Foreign languages can get more profit( KFC Viet Nam) 17 Figure 11: Interview, 2020 .19 Figure 12: Recognition staff 20 Figure 13: Nice work environment 21 Figure 14: Understanding employees 23 Figure 15: Investment in staffs .24 Figure 16: Right for employees 25 Figure 17: Healthy menu 27 Figure 18: 3D printed beef 29 Figure 19: 3d printed meat .30 Figure 20: Staff attitude (KFC Viet Nam, 2019) 32 Figure 21: Unknow object in KFC fried chicken 33 Figure 22: KFC delivery service (KFC Viet Nam) 34 4|Page I Introduction 1.1 Introduction about KFC KFC Corporation, headquartered in Louisville, Kentucky, is the world's most famous chicken restaurant chain, specializing in Original Recipe, Extra Crispy, Kentucky Grilled Chicken and Original Recipe Every day, more than 12 million customers are served at KFC restaurants in 109 countries and regions around the world KFC operates more than 5,200 restaurants in the United States and more than 15,000 units worldwide KFC is world famous for its Original Recipe fried chicken - created by the same secret blend of 11 different herbs and spices perfected by Colonel Harland Sanders more than half a century ago Customers around the globe can also enjoy over 300 different products - from Kentucky Grilled 1: Logo KFC( KFC Viet Nam) Chicken in the United StatesFigure to a salmon sandwich in Japan KFC is part of Yum! Brands, Inc., the largest company in the restaurant business with more than 36,000 branches worldwide This company is ranked 239th in the Fortune 500 list, with over 11 billion USD in revenue in 2008 1.2 Introduce about KFC in Viet Nam 5|Page KFC is known in Vietnam by another familiar name that is Kentucky Fried Chicken - a professional fast food restaurant chain, serving dishes made from chicken, burgers and the most famous dish is Kentucky Fried Chicken invented by goodwill Colonel Harland Sanders After a series of successes of the chain of fast-food restaurants with the KFC brand (over 10,000 restaurants have been developed worldwide), in Vietnam KFC entered the market for the first time in December 1997 at the Saigon Super Bowl commercial center Now, this fastfood restaurant system is present in almost every street of Vietnam Besides in the Vietnamese market, new dishes such as: Big'n Juicy Chicken, Boneless Crispy Chicken, KFC Chicken Rice, Mixed Cabbage are also added to the menu alongside traditional dishes such as fried chicken and Burger to suitable for Vietnamese taste In addition, there are also a number of different dishes: Shrimp Burger, Lipton, Egg Tart making the menu in Vietnam extremely rich With 140 restaurants, present in more than 19 major cities/provinces around the world nationwide, employing more than 3,000 employees are the impressive numbers of KFC in our country during the past 20 years Figure 2: Customers at a KFC store in HCMC, 2019(KFC Viet Nam) The first restaurant development milestones in the provinces: • May 12/1997 - HCM City market penetration strategy of KFC Vietnam • June 2006 - Hanoi • August 2006 - Hai Phong & Can Tho 6|Page • July 2007 - Dong Nai - Bien Hoa • January 2008 - Vung Tau • May 2008 - Hue • December 2008 - Buon Ma Thuot • November 2009 - Da Nang • April 2010 - Binh Duong • November 2010 - Vinh City, Nghe An • May 2011 - Nha Trang City - Khanh Hoa • June 2011 - Long Xuyen - An Giang • August 2011 - Quy Nhon and Rach Gia • September 2011 - Phan Thiet • December 2011 - Hai Duong Thus, in 1998, KFC was present in Ho Chi Minh City, but it was not until 2006 that KFC developed its chain of stores to Hanoi KFC did not massively develop a system of stores, but with the aim of long-term development in the Vietnamese market, KFC carried out a steady expansion I.3 Objective The goal of our article is to confirm that behavioral and human factors are extremely important In which the staff must know and master to serve the guests in the best way as well as the quality of the food and it requires the right view and perception from the restaurant or business managers They have to turn that awareness into concrete action and have to make their subordinates aware of the problem as well At the same time, it must also create for guests comfort and quality of food to attract customers From there, it helps us to learn corporate culture, business and behavior culture towards customers and apply it to future work 7|Page II KFC’s Good Practices and Values of KFC 2.1 KFC’s Good Practices KFC because the world’s most famous chicken fast-food chain has uncountable employees working for them Basically, the workers are representative of KFC as they work immediately with the purchasers Thus, as their employees produce goods (prepare foods), provide services (serve the walk-in customers in KFC restaurant) to the shoppers daily, good practices to coach professional staff, and the way they treating their employees may be a must to KFC so as to constitute the essential outputs of the corporate Figure 3: Staff always serve customers wholeheartedly (KFC Viet Nam) This is the organizational model of KFC Ly Thai To acording to The organizational structure of the management apparatus of KFC Ly Thai To, Ho Chi Minh City Restaurant is built according to the model of an online structure in a straight line with no overlap between stages and parts Each department has different functions and duties, but still has a close relationship with each other and aims to serve customers  Branch managers: is the person who has the highest authority in the restaurant and manages the restaurant in all aspects of work, ensuring the correct functions of the 8|Page restaurant At the same time, is responsible before the law for all business activities of the  restaurant Shift management: As the person who executes the work plan set out by the store manager, manages his shift Checking the ingredients, food, preparation, and processing of dishes before customers come to solve the complaints of the guest Periodically evaluate the work of subordinate employees, and recommend rewards and punishments to the store manager Perform other tasks assigned by superiors In charge of processing areas, raw material warehouse, in charge of staff, and have shift managers in a working day, there  will be a direct manager who arranges a weekday schedule for employees Cashier: As the person who receives orders from customers when they enter the restaurant handles requests when customers order more, and solves problems in the process of packing for customers This is the department that is responsible for the cashier every day and leans over to the shift manager when their working hours are over Cashier will stand on the 1st and 2nd floors in the restaurant:  1st floor: Cashier will receive customers' orders, guide customers to take receipts to  the 2nd floor to receive items  2nd floor: Cashier will return the items to the customer and wish them a good meal Supplier: This is the department that provides cashier items to pay customers, is the department that directly makes the burgers and snacks, and is also the department that receives the items above the cooks move down through the elevator and record the holing time for the products product of the day This unit is only available on the 2nd floor next to the cashier unit but on the inside through the upright cabinet Make cashier items for  cashier to pay for customers Lobby Department: This is the desk department, also contacting and solving customer questions about food and drinks and can help customers order more food This is the department responsible for cleaning the dining area, stairs, hallways and toilets, and preparing dips for guests when the shift starts This department is divided into floors:  Floor 1: The receptionist will greet guests, can help guests choose clothes and clean  the first floor 2nd floor: Guide customers to line up properly, prepare and check utensils: light bulbs, tables and chairs, ketchup, chili sauce, paper towels and clean the entire dining area, corridor, bridge elevator and when dirty will move into the elevator move  up to cooks 3rd floor: The staff make the cuffs like the 2nd floor, but there is a toilet on the 3rd floor, so the staff assigned to this floor will have to check (check) regularly to not be clogged, dirty or have any problems 9|Page   4th floor: Staff also the same work as 2nd and 3rd floors, but there is no toilet on the 4th floor, so there is no elevator, so you will have to switch directly into the cooks Cooks Division: The key place in the restaurant is located on the top floor of the restaurant This is the department that directly fried chicken and processed the food and then transferred to supply, this is also the place to receive dishes for washing (dishwasher is located on the floor At the same time, this is also the department responsible for storage cold foods and factory cleaning Thanks to the systematic operation, KFC usually does not have many difficulties in operating the restaurant From the very beginning, KFC knew how to grasp the needs of customers In the past, Asian consumers always valued family meals, so they rarely ate out, but if they did, they only ate on the roadside However, KFC has seen that the increasingly hectic pace of life will give consumers less time to have meals in the family and they have launched a fast food business to meet that busyness and they were successful Ability to grasp needs, meet customers: Consumers are accustomed to dining at roadside eateries, particularly the large grilled chicken meals However, a sequence of circumstances compelled me to modify my eating habits The first is the government's effort to clean up the roadbed, which has limited the operation areas of roadside restaurants Furthermore, the long-term spread of avian flu causes customers to be more cautious The KFC chicken brand emerged as an apparent choice at this time The added values for the product, such as assured sanitation and clean chicken, have substantially aided KFC's expansion In addition to those sporadic benefits, KFC has added three core values for its goods after noticing that people's lives have improved Their problem is now "eating well and wearing beautiful clothing," which is why KFC has created three core values for its products: "Delicious, Cheap, and Convenient" The spicy or classic chicken flavor, it must be conceded, is enough to influence even the foremost discerning client When people think about KFC, they think about spicy or conventional chicken That becomes the product's strongest aspect All wholeheartedly for purchasers 2.2 Values of KFC 10 | P a g e In reality, KFC includes a chicken secret formula that only some top executives are responsive to They split the components into two or three distinct sections when mixing them, so as to guard the recipe's secrecy this is often a challenging job, and if you not roll in the hay well, you risk exposing this secret recipe With its capacity, KFC has not only created for itself many advantages from production and processing activities but also the know-how on dishes 2.2.1 Protect Employee’s Health and Safety Figure 3: Supporting Employees (employee rights) Every year, over 5000 workers are killed and over 3,000,000 are seriously injured worldwide as a result of workplace accidents Workplace hazards, which include not only obvious categories such as mechanical harm or burns, but also severe heat and cold, skin irritants, and noisy machinery, are always the leading causes of worker injury Every day in the kitchen of a KFC restaurant, workers are confronted with deep-frying equipment, a scorching oven, a cutting machine, and poor air conditioning KFC should follow the regulations, and this action is moral When their employees feel safe in their workplace, the firm will have a good reputation though Provides Job Satisfaction, as Working Condition 2.2.2 Provides Job Satisfaction 24 | P a g e Example: In addition, not forget to listen to the wishes of employees when making decisions related to them, such as scheduling work for Tet holidays For another example, listening to requests, you can change shifts to fit everyone's time so everyone is happy When you learn to listen to your employees, your team will feel valued and appreciated IV.1.2 High rotation staff: The job at KFC is a low paying and low skilled job This leads to low performance and high staff turnover, which increases training costs and ads to KFC's overall costs Here are some ways to get high quality and long term employees:  Investment and its staff 25 | P a g e When they understand that management believes in and invests in their growth, employees feel more valuable about themselves The reality is, every employee wants to learn and grow, so why not give them more in-depth training opportunities? This investment brings two-way benefits for both sides Employees have just learned new things; the restaurant has improved quality and no longer has to spend the cost of hiring more qualified people to meet the increasing demand Figure 15: Investment in staffs 26 | P a g e Organizing training programs for employees is not only meaningful to help improve staff skills, but also an implicit statement, the restaurant respects them, wants to be with them for a long time and does not want to be with them Replace them Besides, investing in more modern equipment is also a good thing to to reduce work pressure for employees as well as increase the operating quality of the restaurant  There is a special policy for long-term employees The food service industry is one of the industries with the highest rate of personnel instability, possibly up to 70% With such an alarming number, it is really advisable to design special welfare policies for long-term employees The benefit policy can be cash, or an increase in additional benefits such as increased vacation days, special insurance packages, etc Restaurant/restaurant owners should also have a policy to retain excellent employees with a suitable salary or bonus scheme Rewarding an employee can be a significant expense, but compared to having to hire a new employee, the expense of retaining this employee is well worth it Hiring new employees not only takes more time, but also costs recruitment costs, training costs, and costs due to lack of people Figure 16: Right for employees 27 | P a g e  Policy on meal cover by shift Once your employees have worked hard to serve your customers the best food, you should also try offering them free meals Depending on the budget, restaurants can adopt a suitable policy, for example, one meal per week No one wants to work all day on an empty stomach Perhaps a shift meal plan is a reasonable perk for restaurant employees There is a new way to save the religion, especially with the work of dealing with food every hour and every minute! Keeping your employees happy and positive is one of the most difficult problems for anyone doing business, especially service industries like restaurants and cafes 4.2 Change the menu towards healthy and ensure food hygiene and safety 4.2.1 Healthy food on KFC The KFC menu is primarily made up of meals and drinks that are high in calories, salt, and fat Offering such menus spurred protests by anti-obesity organizations and, as a result, reduced the popularity of KFC Consumers also often turn down healthier options While Americans easily accept a fat body to satisfy their food preferences, Vietnamese people 28 | P a g e not For Vietnamese people, their appearance is very important, so they will be afraid to use greasy products, moreover, health is being the top concern of consumers due to the number of the number of people suffering from obesity, heart disease and diabetes is increasing rapidly And fast food is considered as one of the reasons; it makes consumers feel more reserved and careful when they want to use this food This is a big challenge not only KFC but the whole fast food industry is facing At the same time, with many current food safety scandals, consumers lose confidence in food at restaurants This is an issue that KFC needs to pay attention to in order to build a stronger reputation In addition to the positive aspect in solving the problem of eating for busy people and generating income for society, KFC fried chicken, as well as other fast foods (mainly with fried foods), have been considered harmful For human health if used continuously because fried foods are considered as one of the causes of cancer, obesity, and cardiovascular disease Limiting the use of carbonated beverages commonly sold at fast-food restaurants is also recommended by nutritionists and doctors The list below will show us the healthy meal that should apply on KFC: 29 | P a g e Figure 17: Healthy menu Since entering the 21st century, fast food has been criticized for issues surrounding animal welfare The Animal Welfare Association (PETA) has repeatedly opposed KFC's selection of worldwide poultry suppliers In December 2012, the KFC chain in China was involved in a scandal when it was found that using growth hormones and antibiotics to speed up the growth of poultry flocks and violating Chinese laws This has seriously affected the company's reputation in the Chinese market, where it has drawn nearly half of the company's profits There is a growing demand for healthier foods While demand for healthy food grows, KFC can introduce more healthy food options in its menu and reverse weakness into strength   Combine foods to reduce fat in the process of frying chicken Change the diet to suit the healthy in today's modern society 4.2.2 Supply change 30 | P a g e In addition to the above factors, the pressure from suppliers is also quite important for fast food companies, especially Lotteria, because if the pressure from suppliers is too great, KFC Vietnam will not be able to actively implement the plan Implement your pricing strategy and will have to rely heavily on suppliers On the other hand, when the pressure from this group is reduced to low, KFC will be completely proactive in implementing its strategies Vietnam is an agricultural country, so farming and animal husbandry are the two main industries that are very developed in Vietnam, which has created a great advantage for KFC when it can use local ingredients while reducing costs However, the question here is how will KFC choose the source of raw materials to buy free ingredients at cheap prices or choose guaranteed raw materials with higher prices? How will KFC choose for sustainable development? With a professional working style along to provide quality products to customers and anticipate risks from this group, KFC has tried to minimize risks when actively building a relationship Close relationships with reputable suppliers and quality assurance in the market, such as CP Vietnam All materials used must have the quarantine certificate of the competent authority With the implementation of this product strategy, KFC has achieved two goals at the same time, ensuring the supply of quality products to the market and reducing the risk from suppliers And that strategy proved to be effective when avian influenza effectively broke out in Vietnam while poultry products suffered, but KFC went ahead with important breakthroughs That achievement comes from the efforts and strategic vision of KFC Currently, KFC is working with Russian company 3D Bioprinting Solutions to develop technology to produce chicken meat in the laboratory Accordingly, based on the use of biological 3D printing technology, KFC hopes to be able to offer a line capable of "printing" chicken nugget from chicken cells and plant materials KFC will provide 3D Bioprinting Solutions with ingredients such as flour and seasoning, with the desire to find a way to recreate the unique flavors that have made the name of this restaurant chain's Nugget chicken nuggets 31 | P a g e Figure 18: 3D printed beef KFC cites a study by the American Journal of Environmental Science and Technology that shows that Nugget chicken meatballs produced by bioprinting technology will be more environmentally friendly than conventional chicken meat Producing meat from cells is expected to reduce greenhouse gas emissions as well as save more fuel than conventional methods of raising and slaughtering 3D Bioprinting Solutions co-founder Yusef Khesuani said 3D bioprinting technology is currently widely used in the pharmaceutical industry and is gradually entering the food manufacturing market.According to Khesuani, the increased research and development of this technology will make it easier for humans to produce meats using 3D printing technology Mr Khesuani hopes that the cooperation with KFC will help the world soon experience the first artificial meat product produced from cells Figure 19: 3d printed meat 32 | P a g e KFC said that the aforementioned 3D-printed Nugget chicken nugget product will begin testing in Russia this fall KFC asserts that there is currently no method on the market that is capable of creating a complex meat product from animal cells like what it is researching However, KFC did not specify whether the technology the restaurant chain is testing is different from current bio 3D printing technologies Most importantly, it is still not clear when the "fans" of fried chicken around the world will be able to experience this special product Although complex and laborious as well as, but bio 3D printing technology is making significant strides in medicine Recently, researchers at UC Berkeley in California (USA) have begun studying the 3D printing technology of human internal organs for transplantation However, experts believe that it will take a long time before 3D printing technology is capable of creating qualified organs for use in patients needing transplant surgery V What need to be improved 5.1 Staff attitude Principle of "customer is god" which is very respected, no matter how big or small the business size is, the customer is still the main object that needs to be taken care of and enthusiastically Because, They are the ones who "feed" businesses Imagine that with a big company like KFC, all employees will understand that, but the truth is not like that For example, recently, a woman in Ho Chi Minh City, Viet Nam was extremely angry by the attitude of KFC employees here On Friday, August 2, she went to buy fried chicken at this store, but when she opened it, she found the chicken was alive Of course, this person called to complain to the staff soon after In a post on Facebook, she wrote: "The girl on the other end of the line seemed to be interested in my problem and asked for photos I took a picture, promised to call back to explain after finding out the cause But there was no call at all and no one took responsibility."(VNExpress, 2019) 33 | P a g e It was the unprofessional attitude and way of working of this KFC restaurant that made the other woman feel angry because she was disrespected The incident she posted on social networks has attracted the attention of the community, most of whom have called for a boycott of KFC It is not the Kitchen department, not the manager, but the service staff who are regularly present at customer service areas Therefore, when evaluating quality, customers will immediately think of the service staff and estimate the overall symbolic number This explains why restaurant staff always need to be attentive and professional In order to make a good impression on customers In addition to helping customers experience the service, service staff also help the unit grow sales When the restaurant has a new dish, the waiter will be the one to directly invite customers to Figure try it thanks to his communication 20: Staff attitude (KFC Vietskills Nam, 2019) Of course, if diners start to love and order dishes at the suggestion of a lot of waiters, the restaurant's revenue will increase And that contribution is thanks to the service staff Whenever guests have questions about the characteristics, cooking methods, promotions, the service staff will be the ones to answer them directly At the same time, when guests experience problems such as dishes that are too salty, drinks are too sweet the service staff will also handle these problems In addition to delicious food and drinks, good facilities are really good Guests will also return to dine in the next time if they are impressed with the staff In fact, when diners come to a restaurant, they don't just expect to be satisfied in terms of taste; they also want to experience the best service; including the service attitude of the staff Having such an important role, restaurants always set standards for employees They need to ensure professional expertise, good communication skills; have the qualities and passion for the profession to always try their best and dedicate themselves to the job Besides, managers also need to have a plan to train employees before starting work; programs to improve skills and knowledge in the working process to bring the best results 34 | P a g e If the service staff is attentive, always with a smile on their lips, dedicated to listening to customers' requests, serving quickly… diners will feel satisfied and want to come back and become loyal customers If the service staff is inattentive and inattentive, the diners will "go away and never return" Therefore, KFC need to improve their staff attitude For instance, After use, cups, forks, knives and forks will be left on the table, everything will be cleaned by KFC's staff Mixed with self-service style is the enthusiastic and friendly service of KFC staff when guests have any request With a reasonable combination between those two service styles, KFC has satisfied many customers, from the most pleasant to the most demanding For example, when a customer complains about anything wrong with the service (quality of food, manners of the staff, etc.), the store's manager apologizes and calms the customer down , then review your employees, help them correct mistakes 5.2 The quality of their foods In fact, with the KFC brand, the "controversies" happening around the quality of food are no longer strange to consumers Not long ago, a customer also complained that fried chicken wings at a KFC store on Ly Thai To Street (HCMC) smelled strange After that, the KFC side apologized to customers for this unpleasant incident and said that the cause of the smelly chicken wings was the kitchen staff's negligence when processing the dish (VNExpress, 2018) Figure 21: Unknow object in KFC fried chicken ( Doi song For a catering business, the processing stage is the most important, it phap affectsluat thenews) quality of the food and the reputation of the restaurant Especially for KFC, the technical process when processing is an extremely important factor From marinating to frying is a very complicated process that affects not only the color of the chicken but also its taste Therefore, it requires accuracy and correct processing regulations For KFC, any part of food hygiene and safety is a top priority and is checked very carefully after each shift, especially opening morning shift and closing evening shift All departments will check and clean the entire work area, tools of 35 | P a g e their shift, and can also assist other departments during the opening or closing process Wash all items and floors at the end of the day's work 5.3 The delivery service Recently, on social networking sites, there are often written complaints about the speed of delivery and the KFC delivery staff not keeping the quality and appearance of the food due to taking too long to deliver or shaking during the delivery proccess Therefore, technology application in today's rapidly developing technology environment, the application of technologies is indispensable for any service KFC Viet Nam is no exception Currently, the website system of KFC has been formed with a creative and attractive style and vivid images and sounds On it, the KFC menu is included, with the same pictures anddelivery prices asservice on the (KFC paper Viet Nam) Figure 22: KFC menu at the stores Customers before coming to KFC can refer to the menu in advance through the website to have the best and most satisfying choice Besides, on KFC's website, the online ordering section has been built Customers will click on it, choose the food they want from the menu, fill in the information about the name, address, time, and phone number in the request boxes and send the order Then the staff from the KFC stores will call the customer back as soon as possible to serve them If customers not want to wait, want to eat immediately, they can go to the website to see the menu, and immediately call the hotline 1800 6088 to order At that time, the receptionist will receive you by phone, ask for information about your name, address, phone number and after 30 minutes, you will receive your food through the store's delivery staff At that time, you pay the bill directly to the delivery staff One thing to note, with bills over 80,000 VND, customers are completely free of delivery service; For bills under 80,000 VND, customers will have to pay 10,000 VND more for delivery service In addition, KFC does not accept delivery for orders under VND 50,000 With a slogan "Hate being late!", KFC always has a dedicated, thoughtful delivery team, and satisfied its customers with the shortest time In addition, KFC also uses 36 | P a g e technologies in the management process to strictly control the quality of service, as well as the quality of the staff Through close inspection, KFC Viet Nam always ensures to satisfy every customer who comes to KFC KFC is doing quite well as one of the world's largest fast-food vendors It can be said that today with a high rate of urbanization, people are increasingly busy with life, fast food is an effective time-saving solution At the same time, it hits the young people's psychology of preferring western and professional style KFC has expanded its network to cover the whole country, mainly in large cities that are convenient to travel to and densely populated such as supermarkets and industrial parks KFC's distribution system is mainly expanded through franchising Bring many good practices and affirm your brand value However, along with that, there are still many issues to continue to improve such as nutrition, taste, service style, restaurant chain management system - staff The company focuses on each small subset of employees: employee feedback, after-sales policy for employees KFC always shows flexibility in the menu when quickly changing the menu to suit the preferences - the culture of local people KFC is proactive in the source of goods, so the products that reach consumers are always safe in quality In the distant future, KFC will bring to dinners food made with 3D printing technology KFC is doing quite well as one of the world's largest fast-food vendors It can be said that today with a high rate of urbanization, people are increasingly busy with life, fast food is an effective time-saving solution At the same time, it hits the young people's psychology of preferring western and professional style KFC has expanded its network to cover the whole country, mainly in large cities that are convenient to travel to and densely populated such as supermarkets and industrial parks KFC's distribution system is mainly expanded through franchising Bring many good practices and affirm your brand value However, along with that, there are still many issues to continue to improve such as nutrition, taste, service style, restaurant chain management system - staff The company focuses on each small subset of employees: employee feedback, after-sales policy for employees KFC always shows flexibility in the menu when quickly changing the menu to suit the preferences - the culture of local people KFC is proactive in the source of goods, so the products that reach consumers 37 | P a g e are always safe in quality In the distant future, KFC will bring to dinners food made with 3D printing technology VI Conclusion KFC is doing quite well as one of the world's largest fast-food vendors It can be said that today with a high rate of urbanization, people are increasingly busy with life, fast food is an effective time-saving solution At the same time, it hits the young people's psychology of preferring western and professional style KFC has expanded its network to cover the whole country, mainly in large cities that are convenient to travel to and densely populated such as supermarkets and industrial parks KFC's distribution system is mainly expanded through franchising Bring many good practices and affirm your brand value However, along with that, there are still many issues to continue to improve such as nutrition, taste, service style, restaurant chain management system - staff The company focuses on each small subset of employees: employee feedback, after-sales policy for employees KFC always shows flexibility in the menu when quickly changing the menu to suit the preferences - the culture of local people KFC is proactive in the source of goods, so the products that reach consumers are always safe in quality In the distant future, KFC will bring to dinners food made with 3D printing technology The lesson learned from this study is that it is extremely important to show behavior when communicating It directly affects the psychology of the opposite communicator Must always be welcoming to customers from the simplest service and especially pay attention while crowded, because it shows professionalism in behavioral culture This also helps affirm the service quality as well as the training skills that the company demonstrates Thereby we need to always learn and improve our modern behavior The trend of the world is globalization, and the good application of communication culture will bring a lot of benefits to us This internship report is completed on the basis of academic observations However, there are still shortcomings due to not being able to fully evaluate the restaurant's activities and due to limited capacity We hope to receive the advice, evaluation and correction of Ms Vo Thi Nga so that the group's article can be published Finally, we 38 | P a g e would like to express our gratitude and deep thanks to Ms Vo Thi Nga for guiding and guiding us from the time of study to the completion of this report VII References 9WSYR (2013) Yum Brands: KFC sales will fall in China after probe Available at: http://www.9wsyr.com/business/story/Yum-Brands-KFC-sales-will-fall-in-China-after/bcy0s8mAUeqWoh6fnmpCw.cspx Interbrand (2013) Best Global Brands 2012 Available at: http://www.interbrand.com/en/best-global-brands/2012/Best-Global-Brands-2012.aspx KFC (2013) About us Available at: http://www.kfc.com/about/ Lê, V (2021) PHÂN TÍCH BÊN TRONG KFC Retrieved 25 June 2021, from https://www.academia.edu/35153451/PH%C3%82N_T%C3%8DCH_B %C3%8AN_TRONG_KFC Luong, V (2021) Luan Van Retrieved July 2021, from http://www.luanvan.co/luanvan/tieu-luan-mhttp://www.luanvan.co/luan-van/tieu-luan-marketing-dich-vu-tai-kfc-vietnam-48184/arketing-dich-vu-tai-kfc-viet-nam-48184/ Những vụ bê bối thực phẩm gây hoang mang KFC (2021) Retrieved July 2021, from https://sohuutritue.net.vn/nhung-vu-be-boi-thuc-pham-gay-hoang-mang-nhat-cua-kfcd47624.html Tầm quan trọng nhân viên phục vụ nhà hàng - EFH (2021) Retrieved July 2021, from https://efh.edu.vn/tam-quan-trong-cua-nhan-vien-phuc-vu-trong-nha-hang/ UKEssays (November 2018) KFC's Ethical Policies Retrieved from https://www.ukessays.com/essays/general-studies/the-kfc-corporation.php?vref=1 Wikipedia (2013) KFC Available at: http://en.wikipedia.org/wiki/KFC ...    Serving customers according to KFC' s standards Welcoming and serving customers in the dining area Receiving meal orders and charging customers at the counter Ensure hygiene in the Restaurant... wrote: "The girl on the other end of the line seemed to be interested in my problem and asked for photos I took a picture, promised to call back to explain after finding out the cause But there... they want from the menu, fill in the information about the name, address, time, and phone number in the request boxes and send the order Then the staff from the KFC stores will call the customer