KFC, short for Kentucky Fried Chicken, is a very famous joint for fried chicken. This was started as a very small roadside shop in Kentucky. Identifying the potential, there were franchises and then the business grew. They served the best and high-quality chicken. They are now found in almost all countries. Their restaurant chain in the United Kingdom had a big crisis in February 2018.
The setback and How they Dealt with it:
In February 2018, there was a situation where the stores in the UK were temporarily closed. They had to close nearly 562 stores. Most of the openings offered very limited and restricted menu. Boards on closed KFC read that they were closed because they always wanted to sell fresh chicken and there were a few problems with that and that they would open when they are fully ready. People reacted very badly to it. Many people even emergency called the police and started complaining. This was because KFC’s new delivery partner had some problem in delivering so much fresh chicken to 900 restaurants in the UK. They worked very hard to solve the problem. They worked with all their partners trying to get the situation under control.
KFC handled this situation very well. It is common for any huge supply chain to have such a crisis. The new dealer had one warehouse. This made the problem bigger and hence became very noticeable and huge. They apologised to their customers for this inconvenience and promised to come back to normal very soon.
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After this crisis, KFC decided to go back to its original dealer. They reverted back and tried solving all the issues as soon as possible. They made proper arrangements and sorted everything out very soon. Almost 97% of stores were open soon. They warned that there will be a limited menu for a few days. They wrote a letter of apology to all their customers and made sure they got back customer satisfaction.
After this, almost all the restaurants were open but there was one more crisis. This was at the end of February. The restaurants that were open had another crisis. A number of customers were not happy because there was a limited menu. This time, it was not about the chicken but more about gravy. There was a very bad gravy scarcity in the same region. KFC answered by assuring that they are still and will be working hard till the business returns to the usual. Customers liked gravy as much as they liked the chicken.
The supply chain is a chain of a lot of parts including equipment, instrumentation system, staffs and the communication between them. A small problem anywhere can lead to a very big crisis. Even after such a big crisis, KFC managed to come out of the problem and get back to normal. The restaurant also worked to almost reach the same profit margin. They assured their customers that situations like this will never happen again. Their motive to serve their customers helped them get out of this.