1.0 Kenny Rogers Roster’s Background
Kenny
Rogers ROASTERS was originally set up by popular Country and Western singer,
Kenny Rogers, and former Governor of the state of Kentucky, John Y Brown Jr.,
in 1991. Seeing an opportunity to provide healthy and delicious food in a
restaurant environment, Kenny Rogers ROASTERS opened its first restaurant in
Coral Spring, Florida in August of 1991.
Internationally,
Kenny Rogers ROASTERS has expanded to various countries around the world and
has restaurants in Malaysia, Singapore, China, Indonesia, Bangladesh, Brunei
and the Philippines.
2.0 Kenny
Rogers Roaster’s History in Malaysia
The
Company wishes to note that its holding company Berjaya Group Berhad
("BGroup") effectively holds the worldwide KRR brand including the
KRR franchise following BGroup's acquisition of KRR International Corp, USA in
April 2008.
The
Group's restaurants feature Rotisserie-roasted chicken as their main core
product complemented by a variety of hot and cold side dishes and KRR's famous
muffins, jacket potatoes, vegetable salads, pasta, soups, desserts and
beverages served in a friendly and comfortable environment. All the KRR
restaurants in Malaysia serve their customers in a full service, mid-casual
dining settings with free "Wi-Fi" services, providing customers with
a wholesome dining experience.
In
line with BRoasters' tagline "Less Fat..., Less Salt..., Less
Calories...", BRoasters serves wholesome, hearty and well-balanced meals
which mirror today's discerning consumers' changing attitude towards a healthy
eating lifestyle. BRoasters' rotisserie style of cooking allows the chicken to
be cooked evenly allowing the fats to be drained away while maximizing the
retention of juices and nutrients. BRoasters' signature Rotisserie-roasted
chicken is a healthier alternative and less fattening in comparison to other
methods of cooking.
3.0 Franchise
Management
Management
means the organization and coordination of the activities of a business in order to achieve defined objectives.
Berjaya
Roasters (M) Sdn Bhd (“BRoasters”) is a wholly-owned subsidiary of Berjaya Food
Berhad (“BFood”). Incorporated in 1994, BRoasters is the master franchisee for
the Kenny Rogers Roasters (“KRR”) chain of restaurants in Malaysia. BRoasters
operates a total of 79 KRR restaurants across Malaysia with at least 15 more
restaurants in the pipeline for nationwide expansion in the year 2013 and 2014.
The
Group’s restaurants feature rotisserie-roasted chicken as their main core
product complemented by a variety of hot and cold side dishes and KRR’s famous
muffins, jacket potatoes, vegetable salads, pasta, soups, desserts and
beverages served in a friendly and comfortable environment. All KRR restaurants
serve their customers in a full service, mid-casual dining setting with free
“Wi-Fi” services, providing customers with a wholesome dining experience. The
Group also introduced KRR Catering & Delivery and opened the first KRR
drive-thru outlet in Asia at Setia Tropika, Johor Bahru.
BRoasters
will continue with its outlet expansion strategy to add 12 to 15 more outlets,
especially in secondary townships. It will also expand its delivery and
catering business.
Dato’ Robin Tan Yeong Ching
Executive Chairman
Dato’ Lee Kok Chuan
Chief Executive Officer
Tan Thiam Chai
Non-Independent Non-Executive Director
Datuk Zainun Aishah Binti Ahmad
Independent Non-Executive Director
Dato’ Mustapha Bin Abd Hamid
Independent Non-Executive Director
4.0
Franchise Operation
In its
2012 Annual Report, Berjaya Corporation Berhad reported that as at 30 April
2012, Kenny Rogers Roasters restaurants numbered 74 in Malaysia and 8 in
Indonesia.
It was
also mentioned that the countries in which Roasters Asia Pacific (Hong Kong)
Limited have operations include the United States of America, Malaysia,
Singapore, Indonesia, China and the Philippines.
In
addition, Roasters Asia Pacific had also been undergoing expansion in other
international territories which include India and the Middle East. In 2013,
Kenny Rogers Roasters opened its first outlet in Brunei.
In June 2014, Kenny Rogers opened in Phnom Penh, Cambodia
in the Aeon Mall. It is its first location in Cambodia.
According to the page Kenny Rogers Roaster, they have 99 restaurants
all over the Malaysia.
5.0
Franchise Experience
Kenny Rogers Roasters has been a recipient of the following award.
- American's Choice Award for the Best Chicken Chain
by Restaurants and Institutions Magazine for three consecutive years
(1996, 1997 & 1998).
- Master Franchisee of the Year by the Malaysian
Franchise Association for two consecutive periods (2000/2001 and
2002/2003) and also for 2009.
- The BrandLaureate Award for Best
Brands in Food & Beverage in 2011 and 2012
- Roasters Asia Pacific also received the Asia Pacific
International Honesty Enterprise - Keris Award for 2006 and 2007
6.0 Customer
Survey
According to the
survey that I have done at one of the Kenny Rogers Restaurant, it shows that
there are some negative feedback from the customer about the restaurant
service. The meals take too long to arrive and the customers need to wait
patiently even though there are only a few customers inside the restaurant. The
service is quite slow. But after I go to other Kenny Rogers Restaurant, the
service is quite fast and the workers is friendly and can make the customer
feel comfortable with the restaurant environment.
Next is about
the food quality. Some of customers satisfy with the foods but some not. This is
because some of the food is not like the amount of food that they ordered.
As the
conclusion, the survey is based on the restaurant that I have visited and not official.
My opinion resulted from this survey is to make the manager in charge change
their service type to make the customers food come faster. Add more workers and
make the cooking place bigger so that the food can be delivered early and
increase customer satisfaction.
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