KFC is fixing a mistake it has been making for years KFC knows it has lost custo

Question

KFC is fixing a mistake it has been making for years KFC knows it has lost customers' trust. Now it is debuting a new programme to win Americans back. "Customers were saying, 'Your food doesn't taste the same,'" Jason Marker, KFC's US president, said Monday in a press event. "We're not making the food the same way the Colonel had, and we're not making food in what he described as 'the hard way.' Today marks the end of that." The chicken chain is undergoing a process it is calling "Re-Colonelization" — a public recommitment to quality involving employee retraining and a new satisfaction guarantee. Effective immediately, if customers aren't satisfied with their KFC order, the restaurant will remake whatever aspect of their meal fell short. The chain has rolled out an extensive "chicken mastery certification" program, spending more than 100,000 hours retraining more than 20,000 employees. The retraining involved 43 rallies across the US, attended by more than 97% of restaurant general managers. National training events were also held in every KFC location in the US. More broadly, KFC has been trying to turn business around by updating its restaurant design, with plans to remodel 3,000 locations in the next three years. Its Colonel-centric marketing campaign, launched in 2015, is another piece of the puzzle in presenting KFC as a brand that is in touch with its culinary roots. New menu items, such as the Nashville hot chicken, have similarly emphasized the importance of creativity and wellcrafted recipes. KFC's domestic business has struggled in recent years, with Marker comparing the brand to a football team "that was once great." As rivals such as Chick-fil-A have exploded in the US, KFC hasn't been able to keep up with modern, fast-casual-influenced customer demands. According to KFC chief marketing officer Kevin Hochman, only two in five millennials have even visited the chain. In an era When Consumers are craving authencity ,organisational culture has a crucial role to play. Elaborate on the ways that creating a spirit of high performance into culture would be influential in rebuilding the KFC BRAND.

Explanation / Answer

This type of approach from KFC is definitely helpful in creating a positive brand image. Influencing Culture by creating a high performance intensive training to its employees as well as provision of different newer Technologies and implementation of better code of conduct inside the organisation can be very beneficial for improving the brand image of KFC. This increment in brand image would increase the level of business done by the organisation in the specific market and would provide a positive effect in determining the customer's demand as well as it would also leave and positive impact in the customers mind as KFC would be more appropriately discussed as an ethical company.
Redefining the standard for making chicken as well as redesigning the whole structure by creating a more ethical working environment for the employees as well as creating a more intuitive approach to fulfill the customer demands would increase the quality services provided by the company which would definitely benefit KFC for creating a high-performance organisation and to improve their services by a large margin which would affect the customer service and the brand image.
As the customers are craving for authentic recipes, going with the changes for an organisation using re colonization is essential as if a company does not change according to the market then it would be vanished from the specific market at an instant. This change using the non traditional approaches and implementation of new technologies would ensure better services to the customers in exchange of provision of the authentic taste. KFC has maintained its hierarchy by changing the structure and not reducing the quality of the products or changing the taste which was previously implemented into the organisation.
All in all we can see that KFC has done a very good job and maintenance and Change management for the organisation and it has created a positive brand image and improved market position.

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