KFC’s Rob Swain on Scaling Operations and Enhancing Team Member Experiences Across 30,000 Locations

In this episode of The QSR Experience Show, Rob Swain, Global Chief Operations Officer at KFC, shares insights from his rich background in the restaurant industry. Rob discusses the challenges and importance of scaling operations, focusing on both guest and team member satisfaction. 

Rob also talks about leveraging technology for improved customer experiences, integration of employee feedback into brand strategies, and the future of the restaurant industry. He emphasizes the value of actionable insights and the significance of surrounding oneself with a talented team.

Topics discussed:

• The scale of KFC's operations, spanning 150 countries with over 30,000 locations and a million employees.
• KFC’s focus on maintaining quality through taste, education, standards, and compliance to drive brand loyalty.
• Ensuring consistent in-location experiences across diverse markets and channels amid technological advancements.
• The significance of employee feedback in shaping brand strategies and enhancing operational efficiency.
• Embracing technology for convenience, with a spotlight on drive-thru innovations and customer touchpoints.
• Implementing technology to streamline operations, reduce paperwork, and improve team productivity in restaurant settings.
• How the "KFC Listens" program, along with leveraging Qualtrics for cross-experience management, helped drive guest and employee satisfaction.
• The interconnectedness of customer experience and employee experience, highlighting the impact of engaged teams on brand success.