CBEB2103 Operations Management Project

Semester 2, Session
2012/2013

Prepared by:

1.Firmansyah Shidiq
Wardhana
CEB110723

2. Hakimah Bin Mohamad

Mukhair
Prepared for: CEA100027

Prof.Dr.Suhaiza Hanim bt Dato Zailani 3. Haya Shadab Ali

CEB110702
Department of Operations And MIS
Faculty of Business and Accountancy 4. Hana Mohammed Jama
University of Malaya CEB090711
2013
 CBEB2103 Operations Management Final Project

TABLE OF CONTENT OPERATION MANAGEMENT

CBEB2103

MAIN CONTENT

I. Executive Summary 2

II. Introduction: Fundamentals of KFC Quality Management 3

III. Dimensions of Quality in KFC 4

IV. Determinants of Quality in KFC 5

V. Responsibility of Quality in KFC 6

VI. Costs of Quality in KFC 7

VII. Quality Control and Quality Assurance in KFC 8-9

VIII. Halal Food Compliance in KFC 10

IX. Challenges and Recommendation KFC Quality Management 12

X. Conclusion 14

APPENDICES

I Cover Page 1

II Table of Content 2

VV Bibliography/References 15

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 CBEB2103 Operations Management Final Project

I. EXECUTIVE SUMMARY OF OPERATION MANAGEMENT PROJECT

Main Objectives
This report provides analysis about the operation management conceptualization in Kentucky
Fried Chicken (KFC) specifically about the management of quality, total quality management
and quality control as well as the elaboration toward KFCs quality assurance. This report also
provides important terms, concepts, theories, models and approaches of quality managements
which are implied in KFCs. The method which used to gather the data is through the press
release of KFCs global site and KFCs Malaysia site as well as the previous studies about
KFCs operation management in general scope.

Discussions
There are seven main parts which are discussed extensively into this report. The first is about
the fundamental of quality management in KFC. The second and third points are about
specific dimensions of quality in KFC as well as the quality service implementation in KFC
within several decades of its operations. The fourth point is about the determinants,
responsibility and costs of quality in KFC. The fifth point of quality management in KFCs
which is taken into serious consideration is total quality management (TQM) implementation
in KFC. The sixth point is about quality control of KFCs as well as the quality assurance
which lies in the seventh point of quality management analysis in KFC

Recommendation
There are several recommendations which can be taken into the account for KFCs betterment
as follows: (1) KFC has to integrate their total quality management program to be more
systematic, holistic and customer centric. (2) The second recommendation about KFC quality
management is that the provision of fresh broiler chicken with high quality from certified
poultries who have high standardization of quality in term of halal point, cleanliness as well
as other quality determinants.

Limitation
The limitation of this academic project or working paper is that the data is gathered through
secondary method which is by analyzing the press release and provided information in the
KFCs website. Moreover, the accuracy of data will be more valid and accurate if we conduct
company visit or structured or semi structured interview with then quality manager of KFC.

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II. INTRODUCTION: FUNDAMENTALS OF QUALITY IN KFC

KFC is the biggest fast-food chain specialized in chicken as the basic raw materials to
be processes in the various ways of servings. KFC was discovered by Colonel Harland
Sanders as the father of KFC who established KFC in Louisvielle, Kentucky, United States,
1930. Initially, KFC was become very populous during that time because of the distinguished
taste and recipes used in cooking the chicken of KFC. Colonel Harland Sanders reached his
popularity as celebrities in 1952 when he decided to make franchising marketing strategy
around United States during that time. By the early of 1960s, he started to open up the
franchising branches all around the world to be available for the globalized society.
Nowadays, KFC has more than 17,000 outlets around the world. The most populous thing
from KFC is its ingredient and recipes which were created by Colonel Harland Sanders. Most
of the people named it the secret eleven herbs and spices to make KFC become different and
unique from other fast-food products. The other famous and well known products which are
offered by KFC such as twister chickens, hamburgers, salads, juices, carbonated soft drinks,
french fries, beverages and other fast-foods products leverages.

Source: KFC Malaysia Official Website. (www.kfc.com.my)

The first KFC restaurant in Malaysia was established in 1st January in 1973.
Nowadays, there are approximately more than 500 KFCs outlets have been established in
Malaysia. In addition, the KFCs Malaysia is become more distinctive toward their
continuous development in term of product innovations which comply with local taste, such
as KFCs Malaysian nugget, KFCs Nasi Dagang and Nasi Minyak as well as other local
products. Furthermore, as known that Malaysia is Islamic State based country which all of the
foods and goods must comply with Islamic Shariah Law. Malaysia is strictly toward the
quality management and Halal policy presence in KFCs Malaysia. Herewith, there are some
strategies which the KFCs local quality managers have done in order to assure their food
quality and product quality control as well as their Halal guaranteed products and services.

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III. DIMENSION OF QUALITY MANAGEMENT IN KFC

As known that quality management has played prominent role in the operation
management. Dimension of quality management in KFC World as well as KFC Malaysia
plays essential and prominent role to assure the quality of KFC to be ratified and endorses as
qualified as possible by the customers as well as their accreditors. There are eight main
dimensions of quality management in KFC which will be conveyed as follows:

The grading of materials and resources in KFC is

complying with performance dimension as well as
PERFORMANCE DIMENSION
friendliness & courtersy of the sales
personnel,officers, & waiters

The aesthetic dimension consist how the layout

AESTHETIC DIMENSION facility, outlets cleanliness, interior design as well as
the food packaging in KFC

The reliability includes the ability of KFC's machine

to be reliable into certain periods (infrequency of
RELIABILITY DIMENSION
breakdown) and the food services are well done by
right people

This is the most essential dimension for KFC's

CONFORMANCE customer since this is tangibly measure the how well
DIMENSION KFC's products & services conform with customer
delight and expectations

KFC's Durability for their processing machine (frying

machine,utensils, frozen materials) are very
DURABILITY DIMENSION
important to be kept, since it determines their quality
of maintsining their capitals.

As known that KFC is ratified by ISO 9000 because

PERCEIVED QUALITY
their sustainable qualified quality of product and
DIMENSION
services which they provide.

KFC's is considered as fast handler of customer

SERVICEABILITY problem about the service as well as product
DIMENSION complaints. (Such as a case happen edin KFC Penang
2012 about customer missunderstanding)

The special features are mostly about KFC's

SPECIAL FEATURES
DIMENSION additional product and services which are
offered by KFC in fixed or seasonal period

Source: Graphic Created by Iman Shidiq with courtesy of Microsoft Office and Operation
Management Book Chapter 9 of Quality Management (Stevenson)

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IV. DETERMINANTS OF SERVICE QUALITY ANALYSIS in KFC

Instead of focusing in term of product quality measurement, KFC Service quality
analysis also plays important role as the part of specialized quality management in KFC.
There are five main factors of service quality analysis which are analysed in KFCs Malaysia
quality management as follows:
1. Convenience Criteria
KFC Malaysia has become very populous and well known since 1980s. The outlets
are mostly located in the strategic area where the customers can reach those outlets
as well as possible. The KFCs outlets in Malaysia have reached the total number of
approximately more than 500 outlets. The quality and outlets management have to
collaborate contributively to achieve the global objective of KFC to be the first
fast-food chain with ratified quality management and quality assurance in the
world (Harland Sanders, 1968)
2. Responsiveness Criteria
The responsiveness of customer service is also considered as the essential and
prominent point to succeed the incremental growth of service quality in KFC. As
known that KFC World and KFC Malaysia customer service officers are trained to
be responsive by the demand and order from the prospective customer. The KFC
Malaysia applies the strategy of responsive and chained fast service to serve their
customers. Moreover, we have understood that almost KFCs outlets in Malaysia
are always crowded with the people who want to satisfy their wants of eating KFC
products. The KFC service quality managers have to assure that the customers are
not waiting too long to get what they want in KFC.
3. Assurance Criteria
The assurance criteria is also considered as essential determinants which customer
take into the account. Assurance criteria measures how knowledgeable the
customer service to take care of the customer needs as well as their problems.
4. Courtesy Criteria
KFC Malaysia envisages so well about the courtesy, ethics and politeness of their
service personnel and officers to assure that their quality service is the best.
5. Tangibility Criteria
The tangibility of quality management is also prominent point which KFC has to
consider. The tangibility of quality can be measured through the cleanliness of
outlets, the neatness of officers and service personnel and the time service order
which they can give to their customers as well as possible.
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V. RESPONSIBILITIES OF QUALITY MANAGEMENT IN KFC

Business Description

KFC outlets prepare and sell chicken, snack and other approved menu items using the certain
trademarks and trade secrets owned by KFC Corporation. The franchisor is KFC Corporation
whose parent is YUM! Brand Incorporation.

Quality System Management.

The licensee will operate a KFC Malaysia and Global outlets, which are characterized by a
unique system which includes special recipes and menu items, distinctive design, also have
unique decoration and furnishing. KFC has specifications and procedures for operations
procedures as well as for quality control like training and assistance, advertising and
promotional program.

Training and Assistance

The franchisee, manager and the other employees indicated by KFC must attend and complete
to KFC's satisfaction the initial training program offered by KFC on the operation of a KFC
outlet. So, employees of KFC must attend and complete the training program to KFC's
satisfaction. In certain training, there may include written material and classroom instruction.

Franchising Strategy and Regional Procurement

The franchisee will have a protected territory of the smaller of a radius of one and half miles
of the KFC outlet. There may be an area around the KFC outlet containing three hundred
thousand people. The franchisee's rights with respect to the protected territory will not be
dependent upon achievement of a certain sales volume, market penetration or other
performance factors. Within the protected territory, KFC will not use or permit others to use
in selling food products. Franchisee has the right to use under the franchise agreement except
for special event sales and foods products except other chicken than chicken in whole pieces
that using the name or image of Colonel Standards. The outlet may only be relocated with
KFC's advanced written approval. As known that the term of agreement and renewals also
considered as important point of KFCs quality responsibility to assure the operational
validity of KFC in certain period of time with legal compliance of the based or hosting
country. The term of the franchisee agreement is twenty years. Renewal terms are dependent
on the franchise agreement signed.

Obligations and Restrictions

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During the term of the franchise agreement the franchisee or a fully-trained and qualified
manager must devote full time to the management and operation of the KFC outlet. The
franchisee is responsible for the full performance of the franchise agreement. But, if the
franchisee is a corporation, one or more of the shareholders may be required to individually
guarantee the performance of the obligations under the franchise agreement. The franchisee
must sell all required products as KFC periodically designates. The franchisee may not deliver
any product from the KFC outlet or anywhere else unless separately approved for delivery
and have signed a Delivery Amendment. The franchisee may not including delivery and make
sales at special events only the franchisee complies with KFC procedures.

VI. RELATED COSTS OF QUALITY IN KFC

There are several related cost of quality which must be born and burdened by KFC in order to
assure their quality management to well-arranged and well-organized. As known that the
related cost of quality management also will be transferred and generated to be the tangible
and intangible revenue stream of KFCs. Furthermore, those related costs of quality
management will be known as below and elaborated through the smart art diagrams as well.
1. Prevention Cost
2. Appraisal Cost
3. Internal Failure Cost
4. External Failure Cost

Process Customer
Total Quality
PREVENTION Control and Assessment &
Planning of
COSTS Inventory Quality
KFC
Planning Improvement

Cost of Labor Testing and

KFC's Quality Inspection acceptance for
APPRAISAL COSTS
Audit Cost (Sudden or purchased
Structured) materials

KFC's
KFC's
INTERNAL material KFC's Scrap
Reworking
FAILURE COSTS procurement Products Cost
Cost
cost

Complaints Product Product recall

EXTERNAL
out and in of liability and and default
FAILURE COSTS
warranty service cost cost

Source: Graphic Created by Iman Shidiq (www.firmansyahsw.com) with courtesy of Microsoft

Office and Operation Management Book Chapter 9 of Quality Management (Stevenson)
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VII. QUALITY ASSURANCE & CONTROL IN KFC

Quality control is a process through which a business seeks to ensure that product
quality is maintained or improved and manufacturing errors are reduced or eliminated.
Quality control requires the business to create an environment in which both management and
employees strive for perfection. This is done by training personnel, creating benchmarks for
product quality, and testing products to check for statistically significant variations.
KFC Quality control is started from the chain of supply of all the raw materials whether
the raw materials can be taken from local manufactured resources and imported manufactured
resources. There are several prominent and essential programs of quality control and quality
assurance which are conducted by KFC to assure their quality to be the top quality of first
fast-food chained in global scale especially in Malaysia. Several major prominent of quality
assurance in KFC World and Malaysia are explained and elaborated as follows:

PRODUCT QUALITY ANALYSIS SUPPLIER QUALITY

- Nutritional Quality - Inhouse inspections and control
- Cleanliness Quality - Raw Materials from Ayamas Quality
- Raw Materials Quality - Compliance with JAKIM
- Utensils used Quality - Veterniarian Health Logo
- Compliance with Halal Foundation - ISO 9001 Certification

FOOD SAFETY CONTROL

RESTAURANT QUALITY
-CHAMPS Concept of Resto Quality
- Cleanliness of Sanitation and Facility
- Friendliness in Service Management
- Personal Hygyene and Equipment
- Maintainance and Convenience
- KFC HACCP PRogram
- Food Hazard Prevention
- Physical, Biological and Chemical
Aspect Controlling
- Critical Control Point Analysis
- KFC Daily operation checklist

Source: Graphic Created with courtesy of Microsoft Office and Operation Management Book
Chapter Quality Assurance (Pearson,2012)and KFC Malaysia Official Site (www.kfc.com.my)

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Food Safety and Products Quality Analysis

KFC took their products well above the minimum temperature recommended by
WHO. KFC has developed standards procedure that would minimize risk of cross
contamination between raw and products that ready to eat. KFC provide information on the
nutritional values of KFC products to assist customers on planning a wholesome and
balanced meal. For trying all of their products, they use non-hydrogenated palm oil that
contains insignificant amount of trans fat and it is 100% cholesterol free. KFC also have a
team of food technologist constantly experimenting with new flavors and creative concepts
to provide more value, choices and healthy options for our customers. Apart from
introducing international products into our market, KFC also have developed some popular
local flavors designed to enables customers to enjoy an exciting dining experience.
Supplier Quality
Suppliers' performances are constantly monitored through regular submission of
quality reports. In addition, KFC food technologists also conduct quarterly question and
answer evaluations on their in-house suppliers. KFC use top quality raw materials from
reputable suppliers like Ayamas Region Food. Ayamas is monitored closely by Department
of Veterinary Service and has obtained the VHM (Veterinary Health Mark) Logo. It is also
an ISO 9001 certificated company. All Ayamas chickens are slaughtered by personal
certified by Jabatan Agama Islam Selangor to ensure Halal procedures are met.
Restaurant Quality.
The main attributes for KFC restaurant excellence are CHAMPS. C for cleanliness,
H for hospitality, A for accuracy, M for maintenance, P for product quality and S for speed
of service. CHAMPS Recognition Specialist conduct regular evaluations in every KFC
restaurants throughout the country. The evaluation covers all aspects of CHAMPS including
the cleanliness and sanitation of the premises and equipment, personal hygiene, hospitality
as well as the friendliness in service, accuracy in the serving order, good maintenance,
product quality standards and speed of service.
Food Safety Quality in KFC HACCP Programme
KFC established a Hazard Analysis Critical Control Point Programme for assurance of
food safety. The process includes identifying, evaluating and controlling hazards physical,
biological and chemical to ensure food safety. It is applied from receiving of raw materials
until serving to our customers. For instance, KFC KLCC has been audited the certified by a
reputable certification body since 2005. All the established Critical Control Point (CCPs) are
now includes in KFC Daily Operations Checklist which is used by all the KFC restaurants in
the country.
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VIII. HALAL FOOD POLICY AND COMPLIANCE IN KFC

A. Halal Food Fundamentals in KFC
Halal Food is food which is essentially and tangibly complies with the Islamic Shariah
Law. Halal means that the food which will be eaten and consumed are fulfilling this main
characteristics and requirement as follows: (1) Hygienic (2) Clean (3) Not Dangerous and
Harmful for Health and Body (4) Free from the prohibited parts of animal body parts such as
fang, and other stated in Shariah (5) Free from anything which are considered as filth (najis)
under Islamic Law.

Source: Halal Food Certification by Jabatan Kemajuan Islam Malaysia

As known that the main cornerstone of Halal Food in KFC is that the chickens or
chick raw materials which are sent by the certified poultry or farming must comply and
perform the Islamic Law. It means that the farming centres have to slaughter and manage
those raw materials based on the Islamic law. They can not mix their foods with the pig and
other forbidden animal as well as animal parts in managing the raw materials to be finished
products which will be consumed by the consumers, especially is Islamic country such as in
Malaysia, Indonesia and other Islamic countries in Arab Peninsular.
B. Halal Compliance Control in Local Manufactured Materials and Products
As we know that all of the food and material products which are manufactured and sold in
Malaysia are Halal as well as controlled by the Department of Islamic Development Malaysia
(JAKIM). JAKIM Malaysia issues one council which regulates about the halal products and
foods presence in Malaysia. The council is called QSR Brands Shariah Advisory council
which strictly and stringently monitors the overall flow and chain of halal food and product
manufacturing processes to assure and ensure the Halal compliance with JAKIMs Halal
Certification Regulation.

There are two divisions of manufactured products which are regulated by Malaysia as well
as regulated in KFC. Even, we known that KFC is considered as multinational franchising
company which is coming from United States as non Islamic based country. The two division

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are known as regulation of such follows: (1) Locally Manufactured Products and Imported
Products. In this section, we would like to explain and elaborate more about the quality
controls and assurance toward the locally manufactured products with Halal Compliance
based on Shariah or Islamic Law.

Furthermore, there are two way of controls that assure the Halal compliance of locally
manufactured products by conducting Internal Control and External Certification. Firstly, the
internal controls must ascertain that all of KFCs products in Malaysia must conform to Halal
requirements, apart from obtaining Halal Food Certification for KFCs internal operations.
Moreover, quality manager of must operate internal controls of the raw materials
procurement, manufacturing, packaging, storage, transportation and utensils. In Malaysia,
KFC is known as careful company who is careful to prevent cross contamination of foods and
utensils with the filth (najis) or dangerous as well as prohibited contaminants. The internal
controls also adhere to adhere to industry best practices to maintain the highest standards of
quality and hygiene in food production. The second way is called as External Certification by
JAKIM Malaysia to inspect KFCs factory, restaurants, ingredients and processes before
permitting KFC to use Halal JAKIM logo.

The Halal Certification Process - Locally-Manufactured Products by JAKIM

QSR Brands
develop product QSR Brands Jakim Inspects Jakim issues the
using only halal applies to the KFC's Halal Certificate
ingredients by JAKIM for halal products, and Halal logo
Syariah assurance facilities and allowed for
Advisory certification layouts KFC's

Source: JAKIM Official Site and KFCs Official Site

C. Halal Compliance Control in KFCs Manufactured Imported Products
Furthermore, all imported products are certified Halal by the source country local
Islamic food and nutrition certification body recognised by JAKIM. To further verify the
Halal status of KFC imported products, officials from QSR Brands Shariah Advisory Council,
inspect the facilities of all KFCs suppliers abroad.

Received request to use

products/ingredients which
has been certified by Halal
compliance body from the
source country (ex:
Australia Halal Councils)
QSR Brand Shariah
Shariah advisory council
Council verifies products
gives and grants permission
and validates status of halal
to use proposed product or
certifying body from source
ingredients.
country with Jakim

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IX. CHALLENGES AND RECOMMENDATION FOR KFCS QUALITY

KFC standards are expected to be same at every outlet all over the world. However,
KFC, as a franchiser is faced with various different circumstances in each country. By
observing and analysing KFCs in Malaysia we highlighted a few points that must be serious
concern for the management of FC to fall below their own standards.

CLEANLINESS QUALITY

CUSTOMER SERVICE ASPECT

FOOD QUALITY AND HYGIENE

DELIVERY AND LOGISTICS

PEST CONTROL MANAGEMENT

Source: Graphic Created by Iman Shidiq (www.firmansyahsw.com) with the main source of
Industrial Management of KFC (KFC Official Website)

Cleanliness:
Most KFC outlets have fallen way below the standards when it comes to cleanliness
and is characterized by distinct distasteful smell rather than the aroma of freshly friend
chicken. This phenomenon is due to reasons pointed below:
Garbage of the entire outlet is thrown either right outside or very near the entrance
therefore causing repulsion in customers entering the arena. KFC sees a high rate of
customers every hour, with more guests coming in for breakfast, lunch or dinner more will be
the need to maintain the floors and the bathrooms due to increased frequency of guests.

Source: KFC by Jody Jamsden (www.coroflot.com)

Most outlets cannot keep up with the equal rate of restaurant cleanliness when the
number of increase. Cloths used to clean the tables are greasy and unkempt with no glass

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cleaner or appropriate substitute used to lighten the stench. Use of the same material over and
over makes the tables oily and installs a sense of apprehensiveness in the guest.
Service Aspect:
Statistics have shown that every order takes 5 minutes to register and another 15
minutes before its carried on to the consumer while the competitors take 4.5 minutes to take
the order to the customer. Staff faces much problem in understanding and providing a basic
order within the time limit of what is considered appropriate. Also, many guests have
complained regarding the impolite and inhospitable manner of the staff and the time taken to
serve the guest when the order is not as asked or gets late. The staff is known to show a
helpless attitude towards the regular guest problems. With the lack of passion for serving KFC
management has a lot to work upon which must be enforced on following. Manager does not
take appropriate measure to win over the customer in case a customer issue arises.

Source: Official KFC Malaysia Site (www.kfc.com.my)

Food Quality:
As per the Quality assurance guide on the KFC page, KFC has been ethically aware
and health conscious when it comes to setting its food menu in Malaysia. They have arranged
a balanced regime offering salads and rice with snack plates and 100plus kinds of drinks
rather than high carbonated soft drinks. However, with increased awareness regarding healthy
food with least preservatives KFC often gets a demand for vegetarian or more health
conscious products. There is an increasing demand for more purified oil and addition of more
healthy variety to choose from.
Delivery:
With the tropical weather in the region and high traffic jams during peak hours KFC
delivery struggles to keep up with the hindrances and deliver not just the product in time but
high standards and goodwill with it.
Pests:
With all standards satisfactorily maintained within the outlet and every measure taken
to terminate pests there still have been a few cases reported regarding cockroaches. This is
due to the external area around the outlet which however, affects KFCs reputation.
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X. CONCLUSION
KFC is a profitable and a successful venture in Malaysia. It has been accepted and
appreciated all over Malaysia due to which there are over 500 flourishing branches each doing
commendable business. Basic of the responsibilities of an organization is to make ensure that
all their actions and business operations adhere to the ethical standards provided by the law.
Other than strategies for marketing and management, businesses have considered other
elements that play significant roles towards success. Any business requires social interaction
and dealings, the strong recognition of what is morally right or wrong is then essential. The
ultimate purpose of this analysis is to ascertain the quality aspect of the operations within
KFC.
Any organization that considers ethical management as a major aspect of conducting
business can easily gain respect and good reputation from the customers. Contrary to the
belief that social responsibility undermines businesses' profitability goal, this actually help in
generating profit through customer loyalty and good company image. For Kentucky Fried
Chicken, the company must be able to ensure that the products that they offer are healthy and
nutritional, so as to ensure also that their gain customer trust, loyalty and respect.
KFC must also give importance to the management issues to build a healthy
atmosphere for their employees to work in ensuring best quality and excellent service. Since
todays generation is prone to hypertension induced by cholesterol it must prioritize in
including healthy options in its menu by adding more fresh products like fruits and
vegetables. They must also cater to the vegetarian market which is a huge and neglected
niche.
Lastly, being a retail outlet in a fast progressing and technology affluent circumstances
KFC must consider investing in such technology which not only enhances consumer
satisfaction but sells a memorable experience. The idea should be to make things hyper
convenient and meaningful in order to nurture a satisfactory and enhancing customer
relationship. KFC must aim at providing not just the product but an entire experience which
will be share via social media encouraging one of the guests friends to walk down the same
path in turn the KFC obtaining more consumers due to better basics such a quality, cleanliness
and online security, hyper convenience such as ease-of-shop, home delivery, online payments
and experience such as edutainment and digital engagement.

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REFERENCES:

Stevenson, W.J. Operations Management: An Asian Perspective, 2012.

Jacobs, Chase, Aquilano.2012. Operations and Supply Management by McGrawHill, 2011

Suri, Rajan (1998a), Quick Response Manufacturing. A Companywide Approach to Reducing

Lead Times, Productivity Press.

McGraw-Hill, 9th Edition 2010. Doherty, Jacqueline (12 May 2008).

Allen, S. (1986). The Experience of consumer behavior in digital marketing. Macmillan in

association with British Marketing Sociological Association.

Baharin, N., Y. Ishak & R. I. (2012). Factors Influencing Operation Management Application
in Malaysia and ASEAN. Paper presented at the Prosiding Perkembangan Pengurusan dan
Ekonomi Kebangsaan Malaysia ke VII, Kuala Lumpur.

KFC Malaysia Official Site. www.kfc.com.my

KFC World Official Site www.kfc.com
http://en.wikipedia.org/wiki/Quality_costs

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