KFC Malaysia strategies to save its face after disgraced incident

KFC Malaysia had to face embarrassing moment when one of its employees was caught on CCTV tossing the chicken and rubbing it against his shoes before giving it to the customers. Also a video was seen on Youtube wherein the spilt oil outside the canister was put back in the oil canister with an unclean cloth.

Counter measures by KFC:

KFC reported the matter to police and also launched an internal investigation but it was too late the video was put on Youtube on june 25th just days after the incident.

Using facebook and Youtube

Fearing a backlash from the public regarding KFC practises and tarnishing of the KFC brand image ( to prevent what happened to Vodafone)  the team launched a Facebook tab which contains two new YouTube videos addressing the problem, and set up a Frequently Asked Questions (FAQ) section to anticipate questions that anyone might have.


In one video, En. Mohammad Alwi, KFC Malaysia’s Director of Restaurant Operations, made a personal address to the public in two languages – Malay and English. In the video, he apologized and ensured customers that KFC Malaysia has taken action to prevent the same incident from happening.

The following points were put up to ensure trust of  people in brand KFC

1. Cameras in kitchens: KFC Malaysia has installed cameras to make sure that the kitchen team can be held accountable for their actions.

2. Appoint supervisors: One lead cook will be appointed at every kitchen to supervise the food preparation process.

3. Improve the training program : The training program will be made more rigorous to ensure employees understand the value of KFC and food hygiene.

Alwi also invited enraged netizens to the KFC Malaysia Facebook page to voice their concerns, a smart move which might have won over many critics. Admittedly there are many complaints in the discussions section, but the frequency of negative buzz on the Facebook page is dying down. The incident may come to a graceful close in the next couple of days if nothing major is reported.

KFC was wise to embrace the web (where news of the problem initially took off) to make amends and welcome feedback — essentially fighting fire with fire, so to speak. The video communicated its apology and took steps forward succinctly and responsibly.

More information can be found on :

http://sg.news.yahoo.com/kfc-malaysia-staff-in-scandalous-videos.html