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Quality and Food Safety Management in Food
Service Industry

needed. At KFC, it established a system that objects
delivering 101% customer satisfaction and have two
measures, QSC (Quality, Service and Cleanliness) and OFR
(Operation Facilities Review).
2. Move from management to leadership. TQM companies
recognize the importance of leadership of gaining employee
commitment to high performance, quality and customer
satisfaction, but both good leadership and management are
essential for business success, especially for complex
organizations operating in changing environment.
3. Empower employees in a continuous search for
improvement opportunities, increase the flow of information
about the company to employees at all levels. TQM expect
that all employees understand their operations, policy,
performance because this help them to understand decisions
and implement them and can participate in solving
problems. In response to TQM, many QSR's have meetings
with employees on a monthly basis to provide ongoing
feedback on company and performance.

2-4-6 Benchmarking
Recent surveys across major countries indicate that over

two thirds of leading organizations are conducting
benchmarking on regular basis. Almost all of them are