KFC

The first KFC restaurant was opened in 1973 on Jalan Tunku Abdul Rahman. Today there are more than 500 KFC Restaurants nationwide and still counting. Great tasting chicken has become synonymous with KFC and has been enjoyed by Malaysians ever since. In fact, KFC Malaysia has developed a distinctive Malaysian personality of its own.

Especially for Malaysians

We are an establishment that is run by Malaysians and managed by Malaysians; we took it upon ourselves to create a selection of food that would make Malaysia proud on the international scene. Kentucky Nuggets, for example, was conceived in Malaysia and then found its way to KFC worldwide. Today, Kentucky Nuggets is one of KFC's successes.

"Meals on Wheels" was also developed in Malaysia. It was created for the purpose of bringing great tasting chicken to places where a KFC Restaurant might not be available. So, any offices or companies can hold functions at any place and anytime!

All our achievements add to our Malaysian identity. But it has only been possible because you invited us to share your lives.

Something for Malaysians

At KFC, we recognize that improving the quality of life and economic vitality of the communities in which we conduct business is in the best interest of our company, our patrons, our employees and our industry.

And to show our appreciation for Malaysian support for making us a market leader; all of us here at KFC Malaysia wanted to give something back to the community. So, Projek Penyayang KFC was developed to provide food to 150++ homes every quarter. Projek Penyayang KFC was founded in 1995 in an effort to enable thousands of orphans and underprivileged children to enjoy KFC meals. Over 6,500 children are treated to a finger lickin' good food every year. This year marks the 10th Anniversary of Projek Penyayang.

This in turn, was followed by Tabung Penyayang KFC, a charitable fund, whose sole purpose was to help orphanages in Malaysia. Tabung Penyayang was founded in 1997, to help children and the needy through various CSR programme. Tabung Penyayang KFC is a unique fund as it represents a percentage of revenue generated from the sale of KFC's Kids' Fun Meals.

In August 1999, KFC introduced its 'Tabung Penyayang' KFC Collection Box as an extension to the Tabung Penyayang KFC Programme. Collection boxes are placed at all KFC restaurants enabling customers to contribute and be apart of this charitable effort.

Today, 4 of KFC Restaurants are run by speech and hearing-impaired staffs that was designed to serve physically challenged individuals. They serve to dispel the myth that a disability impede a person from leading a normal life and gives them a sense of confidence and self-esteem.

These 4 restaurants are located in Peninsular and East Malaysia. First is at Sentul Raya, in Kuala Lumpur, second is at Saujana, in Sarawak, the third is at Tanjung Aru, Sabah and 4th Johor.

Currently, we are still conducting other programmes for Malaysian charities. And we will continue to extend a corporate helping hand whenever and wherever we can.

RUJUKAN
http://www.kfc.com.my/

A formal food hygiene training course

Keep yourself clean and wear clean clothing

Always wash your hand thoroughly, before handling food, after using the toilet, handling raw produce or waste, before starting work, after every break.

Tell your supervisor, before commencing work, of any skin, nose, throat stomach or bowel trouble or infested wound

Ensure cuts and sores are covered with a waterproof, high visibility dressing

Avoid unnecessary handling of food

Do not smoked, eat or drink in a food room and never cough or sneeze over food

Keep raw food separate from cooked food

Clean as you go: keep all surface and equipment clean

The safe food and hygiene standards manual

Germs – potential to cause, illness

Personal healthy & hygiene need for high standards, reporting illness rules on smoking.

Cross contamination – courses and prevention measures

Food storage – partition, temperature control

Waste disposal, cleaning and disinfection, materials, method and storage.

Foreign body contamination

Awareness of pests

Bahan-Bahan:
1 kati udang
1. 1 bungkus mee
2. 2 bungkus kari daging
3. 2 ulas bawang merah
4. 2 ulas bawang putih
5. 3 cawan santan
6. 2 pokok sawi
7. 0.25 kubis
8. 0.25 bunga kubis
9. 2 batang keret
10. 2 biji tomato
11. 1 bungkus fish ball
12. 2 bungkus jagung muda
13. 2 sudu teh garam
14. 2 sudu makan minyak
sedikit serbuk perasa

cara:
Panaskan minyak tumis bawang putih dan merah sehingga kuning kemudian masukkan rempah kacau sehingga sebati.Kemudian masukkan santan biar sehingga mendidih.
kemudian masukkan bahan-bahan 6 sehingga
14 .biarkan bahan tadi sehingga masak.

Hygiene

All staff should have short, clean, unvarnished nails and must wash their
hands after a fag break, going to the loo, returning to duty after going to
the shops, handling stock from a van, etc.

All of the above applies too to kitchen staff. The cleanliness of their aprons,
chef's jackets and the wearing of head gear are of paramount importance,
not only to the overall standards of hygiene but also if seen by customers
who will judge the restaurant accordingly.

clean wash process immediately all Vegetables and Fruit .

At all times you must, and clean, wash process immediately All Vegetables and Fruit that arrive into the hotel as per the Hygiene law and regulations in order to
• Remove all dirt, insects, sand, pesticides, and other chemicals
• Satisfy Health regulations


Procedures:
You will follow the workflow and procedure as below at all times
1)Sorting
2)Preliminary Washing in clean water
3)Soaking in sanitizer solution
4)Final Rinse in Fresh clean water
5)Storage or usage

Sorting
1. Do not allow any boxes, cartons, cases etc into the pre preparation area
2. All vegetables & fruit must be transferred into specified containers
3. Sort the vegetables & fruit carefully discarding all the damaged or spoilt ones
Preliminary Washing in clean water
4. Wash each type of vegetable & fruit separately thoroughly in cold water
5. Green leafy vegetables like spinach, lettuces etc must be washed several times in many changes of water
6. Root vegetables like potatoes that are used with skin for baking must be scrubbed well to remove dirt and mud.
7. Vegetables like Cauliflower, broccoli, Bok choy may be soaked in salted water for a minimum of 30 minutes to kill and remove any insects
8. Leeks need special attention, after cutting lengthwise in half, remove the dirt that is between the layers by holding them under cold running water
9. Celery needs to be washed well too, pay special attention to the insides of the stalks.
Soaking in sanitizer solution
10. Prepare a sanitiser soaking solution using the designated chemicals at the designated strengths
11. After the vegetables& fruit have been through the preliminary wash, soak them in a sanitised solution for a minimum of XXXX minutes.
12. Drain the vegetables out of this solution and proceed to the next step
Final Rinse in Fresh clean water
13. Rinse the vegetables and fruit in fresh clean water and drain well
Storage or usage
14. Store as per the standards at the correct temperature in the correct containers
-End-

Alfredo Sauce

Ingredients:
3-5 cloves garlic, minced
1-2 tsp. olive oil
1/4 to 1/2 tsp white pepper
1 or 2 Tbls fresh chopped oregano
1/2 tsp onion powder
1/4 tsp. salt
1/2 pint whipping cream
1/2 cup fresh grated parmasan
enough fettucini noodles for two med. servings
(All amounts are approximate, adjust to personal taste but all ingredients
should be fresh for best flavor)
Instructions:
In a very hot saute pan, quickly saute the garlic in a small
amount of olive oil. The garlic should be very well browned and have
a strong, nutty aroma. Transfer sauted garlic to another skillet large
enough to hold all of the fettucini. Over med. heat add pepper, salt,
onion powder and fresh oregano to the garlic. Toss together. Add
noodles and toss quickly. Now begin to add the heavy cream and cheese,
stirring constantly. Be sure pan is not too hot. Add cream and cheese
until the desired consistency is reached.
This recipe results in a quite pungent Alfredo type sauce that has a unique flavor.

7 Things Supervisors do

1. Conduct basic management skills (decision making, problem solving, planning, delegation andmeeting management)
2. Organizing their department and teams
3. Noticing the need for and designing new job roles in the group
4. Hiring new employees
5. Training new employees
6. Employee performance management (setting goals, observing and giving feedback, addressing performance issues, firing employees
7. Conforming to personnel policies and other internal regulations

Healthy beverage

1 - Banana + mango + orange juice

What is “Supervision”?

Supervision is the activity carried out by supervisors to oversee the productivity and progress of employees who report directly to the supervisors. Supervision is a management activity and supervisors have a management role in the organization.

EFFECTIVE and EFFICIENT

It is important to realise that they are not the same

Effective= Doing the right things

Efficient = Doing something in the right way

Efficient + Effective = Doing the right things in the right way or well

Forgive them

The complaint from customer may be wrong, but let's keep in mind that she is still your customer. Remember no one wins dn argument with a customer. If you lose the aqpgument,you lose. And if you win the argument, you still lose.

Levels of leadership

1- Team Leader
2- Operational Leader
3- Strategic Leader

WHY COMPLAINTS ARE GOOD NEW

Complaints are to be welcomed because they provide direction towards making improvements.

COMPLAINT=> IMPROVEMENTS=> SATISFIED CUSTOMERS=> IMPROVED BUSINESS.

Want to add more value?Be sure you know which value to add.

WELL-TRAINED EMPLOYEES
ARE THE KEY TO
SATISFIED CUSTOMERS

the most important rule of working in the customer service
field: it is the customers, not the company, who pay the wages.
CUSTOMERS = REVENUE = WAGES = EMPLOYEES

Customer service training is important because customers have many choices.
If they are not happy with the way they are treated, they can take their business elsewhere

Your Mission

YOU MISSION IN SERVICE

• Why do customers remember us?
• How do customers feel after they deal with us?
• What do customers tell their friends about us?
• In what ways do we help one another in our department?
• How does our department support the
general aim of our company?

A customer

“A customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption of our work. He is the purpose of it.
He is not an outsider to our business. He is part of it.
We are not doing him a favour by serving him.
He is doing us a favour by giving us the opportunity to do so.”
—Mahatma Gandhi

Turkey macaroni salad

8 ounces fusilli pasta, uncooked
1 cup mayonnaise
1 cup yogurt
1/4 cup chopped green onions
1 teaspoon salt
1/8 teaspoon ground white pepper
3 cups (1 pound) cubed, cooked turkey
1 cup chopped celery

Cook pasta according to package directions. Drain, rinse with
cold water, and drain again.
In a large bowl, combine mayonnaise, yogurt, onions, salt, and
white pepper. Gently stir in turkey, pasta, and celery.
Cover, and chill until serving time.

Greek Salad

1 head iceburg lettuce
1 head romaine lettuce
1 lb. plum (roma) tomatoes
6 oz. greek or black olives, sliced
4 oz. sliced radishes
4 oz. feta cheese
2 oz. anchovies (optional)

Dressing:
3 oz. olive oil
3 oz. fresh (preferred) lemon juice
1 teaspoon dried oregano
1 teaspoon black pepper
1 teaspoon salt
4 cloves garlic, minced

Wash and cut lettuce into 1 1/2" pieces.
Slice tomatoes in quarters. Combine lettuce, tomatoes, olives,
and radishes in large bowl. Mix dressing ingredients together
and then toss with vegetables. Pour out into a shallow serving
bowl. Crumble feta cheese over all, and arrange anchovy fillets
on top (if desired).

Fresh Basil Dressing

Fresh Basil Dressing

1 3/4 c. olive oil
1 handful fresh basil leaves, chopped
Juice of 1 lemon
Salt and pepper
Blend all ingredients in a blender until smooth.

Athenian Stuffed Peppers

1 pound ground beef
1 cup rice
2 onions, ground
1 clove garlic, minced
1/2 cup vegetable oil
1 (6 ounce) can tomato paste, divided
1 1/2 tablespoons salt, divided
3/4 teaspoon pepper, divided
1/2 teaspoon oregano
1 egg, well beaten
8 green bell peppers
6 cups water
5 medium potatoes, sliced
Combine meat, rice, onions, garlic, oil, 1 tablespoon tomato paste, 1 tablespoon salt, 1/2 teaspoon
pepper, oregano and egg. Wash green peppers; cut and remove seeds. Fill peppers with meat mixture;
place open side down in circle in roasting pan.
Combine remaining ingredients except potatoes; pour over peppers. Place potatoes in center of pan.
Bake for 1 hour and 15 minutes at 400 degrees F.

Chicken Cheese Dip

2 cups chopped, cooked chicken
3/4 cup mayonnaise
2 green onions, minced
1/2 tsp. dried basil
1/4 tsp. dried thyme
1/2 tsp. salt
1/4 tsp. pepper
1/2 cup grated Swiss cheese
1/2 cup grated Parmesan cheese
Preheat oven to 350º.
Mix together chicken, mayonnaise, green onions, spices, Swiss cheese and 2 tablespoons parmesan cheese. Put mixture
in a buttered casserole dish. Sprinkle the rest of the parmesan cheese on top. Bake about 10 minutes, until top is
browned.

Understanding your customers

We all need to take the time and energy to listen to what our
customers have to say. We have to look for ways to make our customers
feel comfortable, and to tell us their opinions on what we do
well and which aspects of our business we need to improve.So looks at
ways of finding out what your customers expect from you, what they
like and dislike about your business, and how to use these opinions
to improve your overall level of customer service.

1 Always put yourself in your customers’ shoes
2 What do your customers expect from you?
3 Hire a mystery shopper to evaluate your business
4 Observe your business objectively
5 Take the time to talk to your customers
6 Encourage your customers to give you their opinions
7 If you ask for opinions, be prepared to listen to them
8 Start a customer satisfaction survey immediately

Relations

The three legs of customer relations are:
1. The relationship that exists between the
employee and the customer
2. The relationship that exists between the
employee and fellow employees
3. The self-esteem of the employee

The most common customer service mistakes

Customer service can go wrong when:
1. Customers are kept waiting.
2. Promises are made but not kept.
3. Customers are treated like idiots.
4. Communication skills are poor (staff lack the ability to talk to customers).
5. Sales skills are poor (staff can’t make a recommendation).
6. Service is inconsistent (good one day, bad the next).
7. It is difficult for customers to buy products.
8. Staff have poor complaint resolution skills.
9. Staff don’t say ‘thank you’ at the end of the sale.
10.There is no follow-up on a sale

The Principles

Use your own experience as a customer to
help you understand the principles of good
customer relations.

The three secrets to really satisfying your customers

Customer service is really about satisfying your customers so the is the secrets

1. Take the time to find out what your customers
expect from you.
2. Always meet these expectations.
3. Always try to exceed these expectations.

Ways to really satisfy your customers

Ways to really satisfy your customers

1. You need to know and clearly understand what your customers expect from you.
2. You need to know what your competitors are offering.
3. You need to meet and, where possible, exceed your customers’ expectations.
4. You need to think like a customer.
5. You need to make customer service a priority.
6. Your customer service standards need to be reviewed regularly.
7. You must communicate with your customers.
8. You must focus on details and the little things that will make your business stand
out.
9. You must deliver what you promise.
10.You must treat your customers with respect.

A Job

Remember, the customer is the reason you have a job. Without customers, customer service employees are not needed.

Customer Service Means . . .

Customer service means:

• Doing ordinary things extraordinarily well.

• Going beyond what’s expected.

• Adding value and integrity to every interaction.

• Being at your best with every customer.

• Discovering new ways to delight those you serve.

• Surprising yourself with how much you can do.

• Taking care of the customer

QUALITY

The quality of what you deliver
AND
The quality of how you deliver it
Made a different about good service

SQ

SQ=> service quality is are from
creativity + training = Results

Reach #1

100% is not enough. When you reach #1, you need 120% for you stay there. Give it your best ,give you 125%

Service impact

In quality service, doing something unusual or eccentric can create a powerful impact. In service, it can be quite acceptable to find and do your own thing.

Food Safety Definitions

Food Safety – The processes, procedures and precautions that the hotel is to take to ensure a safe food is served.

HACCP – Hazard Analysis and Critical Control Point.

Hazard – Refers to any part of the food production chain that is not acceptable because it has the potential to cause a food safety problem. It can be a microbial, chemical or physical property that will cause a product to be unsafe for consumption.

MICROBIAL – is a living organism, e.g. bacteria, parasites, mould & viruses.

CHEMICAL – cleaning chemicals, insecticides, pesticides etc.

PHYSICAL – foreign objects, e.g. glass, metal, plastic etc.

ALLERGENS – food allergies from nuts, soy, sesame seeds, shellfish, eggs etc.