Case Study of KFC Malaysia Holding

causal agent Study of KFC Malaysia memoryA Case Study of KFC Malaysia Holding transfer utilize by KFC to clear up communication crisisAbstract On sixth February 2013,the kitchen provide of KFC I- City outlet at Shah Alam, has gone violent towardone of the customers receivable(p) to miscommunication. The customer was then put on the floor after a heated argument between the provides and the customer.This problem then crystalise by KFC Malaysia Holding with a proper alternatives. One of the alternatives employmentd by the caller-up is to use the right enthrall in solving the issue. Basically, the main shoot of this research is to examine the channel used by KFC Malaysia Holding to solve the communication issue specifically the contingency of staff and customer caught into a involutioning. This research is tries to answer the question of the effectiveness of the channel used by the company to solve the problem or issue. The survey order exit be employed in this researc h for data collection. As this method fall under quantitative method, SPSS (Statistical Package for tender Sciences) softwargon provide be used to analyze the data. The finding of this research will swear out the future researchers to understand the effectiveness of channel used by the nutrition BeveragesCompany in solving their problem or issue. Besides, this research will divine service to add more literature on the same topic.Key ledgers Channel, problem, nutrient Beverages, specialtyLiterature appraiseDefinition of CrisisIn Effective Crisis Communication (2011), crises sight best define as unique moments in the history of an establishment. Nowadays, the word crisis has been used widely in a daily conversation. People used this word to describe their problem. For example, they refer to this word if they forgot about their appointments with their clients, having a unsound hair days or even up quarrel with the family members. All of these atomic number 18 awful experi ences do non portray or describe the crisis. When it comes to the company, most(prenominal) of the company refers crisis as something that related to the problem. For example low sales or short of manpower are assume as the crisis to the company. All of the situations are not crisis. But, usually the company will consider all the situations as crisis.Crisis is defined as any situation that is threatening or could even threaten to harm people or property, seriously interrupt business, malign reputation and/or negatively impact stock value (Jonathan Bernstein,2006). concord to Hermann (1963), he identified three characteristics of separating crises that are surprise, threat and short solvent time. An event will not achieve the level of crisis without coming as a surprise, posing a critical level of threat and forcing a short response period. Robert, Timothy Matthew(2011) mentioned in their conceive that crises can be divided into two categories which are intentional crises andu nintentional crises. Intentional crises are those world-wide acts which is designed to harm an organization such as terrorism, sabotage, workplace forcefulness and poor risk management whereas unintentional crises are the crises caused by vivid and some uncontrollable factors such as natural disasters or carrefour failure (Robert, Timothy Matthew, 2011). As for the incident trip happened in KFC Malaysia I-City outlet, the incident are category under the unintentional flake of crisis. The incident happened due to some misunderstanding between the worker and a customer who has been hold for the food for some times and did not get the food.Crisis Communication all company experiences crises but many of them never try to overcome the crisis (Gupta,2011). Jonathan Bernstein (2006) say that the cheapest way to turn experience into future profit is to learn from others mistakes. there are eleven biggest mistakes to avoid during crisis. To make sure that the crisis flourish and gr ow, organization should avoid these 11 mistakes play ostrich, only start work on a potential crisis situation after its human race, let the reputation to speak, make do the media as enemy, get stuck in reaction mode versus getting proactive, use language that the audience does not understand, assume that the truth will run over all, address only issues and ignore the feelings, make only compose statements, use best guess methods of assessing damage and repeat the same things over again with expecting different outcome. (Jonathan Bernstein, 2006) These all are the big NO in a crisis.Besides that, Bernstein (2004) also has implemented the 10 steps of crisis communications in solving the communication crisis. One of the steps stressed by Bernstein (2004) was mentioned that the staff in the company should be trained in advance in order to get prepare for respond to all kind of questions. When KFC Holding Malaysia had found themselves in a hot water situation when the film of the f ight case gone viral on YouTube, the company has right away taken steps by keep on posting rule-governed updates on Facebook page to keep the customers updated on companys investigation as surfacespring as by doing this the company tries to calm down the anger of the public over the incident happened in its I-City outlet.Apart from this incident, KFC Malaysia was also faced with some other crisis in 2011, where there was an video of food tampering by their kitchen staff started to circulate on Internet in year 2011. However, KFC Malaysia company does not try to avoid the crisis, instead, as part of the crisis response strategy, the company naturalised a page on its Facebook to tell its side of the story in order to restore the consumer confidence. Fong (2011) said that KFC Malaysia was success in avoiding crisis to its timely, open, truthful, Internet correspond and broadly communicated crisis communication plan as the approached enabled the company to seize the tuition init iative and effectively frame the crisis as the action of a hotshot rogue employee.Channel Used by Company to Solve worryAccording to www.ask.com/question/what-are-communication-channels, a communication channel is refer to the long suit which is used in transmission of a message from one troupe to another party such as print media or penetrate media. Channel is also defined as a method or system for communication or distribution in Oxford Dictionaries. Nowadays, as the mesh has changed the way people work and interact, social media has broadly used by company as the channel to solve the crisis. Social media can be used as primary means of communication or as an alternative or even additional method for communication. Social media provides many ways to transmit information in a fast, inexpensive and cost-effective manner which this help to get right information to the right soul at the right time. (Connie M. White, 2011) Moreover, social media is also being used as an altern ative way for emergency managers to communicate with the public as well as each other. It provides a free and easy way to disseminate large amounts of information to large group of people quickly notwithstanding efficiently. (Connie M. White, 2011) Therefore, when KFC Malaysia is facing the communication crisis back in year 2011 regarding about the fight case happened in one of the outlet, KFC Malaysia used Facebook as one of the channel to solve the crisis. The company keep the customers regular updates about the investigation by posting the status on its Facebook page. Other than that, when the food tampering happened in June 2011, KFC Malaysia used social media such as Facebook and YouTube as the channel to solve the communication crisis. The company try to restore back their brand images by telling its side of the story and they have created Question Answer prick in their social media page. And this has successfully lead KFC Malaysia out of the crisis.ConclusionThis case stud y is done to provide more literature on solid food Beverages field of how the company settle and solve the crisis. Besides that, this case study is also done to understand the channel used by the Food Beverages company while counter the problem and to help KFC Malaysia Holding to purify their services in the future.References1. Hermann, C.F, (1963). Some consequences of crisis which limit the viability of organizations. Administrative Science Quarterly, 8, 61-82. (Cited holler of the author 2010)2. Effective Crisis Communication pathetic From Crisis to Opportunity Google Books. 2014.Effective Crisis Communication Moving From Crisis to Opportunity Google Books. ONLINE operable at http//books.google.com.my/books?hl=enlr=id=bC3J1C0BXQwCoi=fndpg=PR1dq= explanation+of+communication+crisisots=kxWywUAyyusig=8c1FjXqs7nFQNPv5ooVQ_gNaPf0redir_esc=yv=onepageq=definition%20of%20communication%20crisisf=false. Accessed 16 April 2014.3. MRM London SOCIAL MEDIA CASE reckon How KFC nab a c risis with online comms. 2014.MRM London SOCIAL MEDIA CASE STUDY How KFC nail a crisis with online comms. ONLINE uncommitted athttp//www.mrm-london.com/2011/07/social-media-case-study-how-kfc-nailed-a-crisis-with-good-communications/. Accessed 16 April 2014.4. Case Study Review Chee Sue Mei (0304377). 2014.Case Study Review Chee Sue Mei (0304377). ONLINE addressable at http//cassieethicalcomm.weebly.com/case-study-review.html. Accessed 16 April 2014.5. How KFC Malaysia Handled a Social Media Disaster. 2014.How KFC Malaysia Handled a Social Media Disaster. ONLINE Available at http//www.techinasia.com/kfc-malaysia/. Accessed 16 April 2014.6. . 2014.. ONLINE Available athttp//www.oecd.org/governance/risk/The%20role%20of%20Social%20media%20in%20crisis%20preparedness,%20response%20and%20recovery.pdf. Accessed 16 April 2014.7. I-City KFC fight Updated Workers have been suspended Venusbuzz.com. 2014.I-City KFC fight Updated Workers have been suspended Venusbuzz.com. ONLINE Availabl e athttp//www.venusbuzz.com/archives/7893/i-city-kfc-fight-updated-workers-have-been-suspended/. Accessed 16 April 2014.8. How KFC Malaysia Handled a Social Media Disaster. 2014.How KFC Malaysia Handled a Social Media Disaster. ONLINE Available at http//www.techinasia.com/kfc-malaysia/. Accessed 16 April 2014.9. Fighting case KFC keeping customers updated. 2014.Fighting case KFC keeping customers updated. ONLINE Available athttp//news.asiaone.com/News/AsiaOne+News/Malaysia/Story/A1Story20120211-327234.html. Accessed 16 April 2014.10. Fong, C. W (2011). Crisis Communication KFC Malaysia Food Tampering Scandal and How Facebook Saved the twenty-four hours Yahoo Voices voices.yahoo.com. Available athttp//voices.yahoo.com/crisis-communication-kfc-malaysia-food-tampering-scandal-8875653.html?cat=3. Accessed 16 April 2014.11. channel definition of channel in Oxford dictionary (British World English). 2014.channel definition of channel in Oxford dictionary (British World English). ONLI NE Available at http//www.oxforddictionaries.com/definition/english/channel. Accessed 16 April 2014.12. Social Media, Crisis Communication, and emergency brake Management Leveraging Web Connie M. White Google Books. 2014.Social Media, Crisis Communication, and Emergency Management Leveraging Web Connie M. White Google Books. ONLINE Available athttp//books.google.com.my/books?hl=enlr=id=bz08DhXc4u0Coi=fndpg=PP1dq=social+media+to+solve+crisisots=qR13hWrCL7sig=KfyeCQ6wedZgeKNDbE_uSfGQ5CYv=onepageqf=false. Accessed 16 April 2014