Final Revised KFC Curbside

KFC MALAYSIA
CURBSIDE

Agenda Introduction of Curbside
Rollout Plan
2 Guest Journey
Restaurant Journey

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What is Curbside?

CONTACTLESS

• Curbside is the act of picking up online purchases without stepping out of your car.
• Curbside offer similar experience as drive thru option.
• Cater to current era of people living in fast pace situation.

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How Curbside Help?

NO TIME

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Curbside Platform

KFC Web
KFC Apps

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KFC Curbside Journey

GUEST GUEST GUEST PAY CONFIRMATION DRIVE TO GUEST GUEST RECEIVES
ORDER STORE ARRIVES PARKS ORDER

RESTAURANT ORDER FOOD ORDER
RECEIVED PREPPED DELIVERED

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How It Works

Guest fill in orders and
details

Guest place order 1 2
(Through available 3
Guest order go through system and
platform) appears on store KDS for packing
(Receipt will indicate ‘Curbside’). Once
complete packing, MOD/Dispatcher to
call guest (Phase 1 – without ‘Check In

or I’M HERE’ function).

Guest arrives at stores parking 4 5
bay. Car registration number &
Dedicated Runner will
hazard lights on to identify send the order to
waiting guest’s car.
transaction.

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What Is Required?

Ensure parking line
is painted in RED or
YELLOW paint

Allocate 1 or 2 Designated Parking Bay

Dedicated Curbside Runner EIOS System
TM
Umbrella for raining day
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Parking Consideration

IN-LINE Things to consider for
RESTAURANT Curbside designated parking

ENTRANCE 1. Parking is separate from
delivery rider parking area
CURBSIDE DELIVERY or lot.
PICKUP DRIVERS
2. Designated parking is
PRIMARY ACCESS SECONDARY ACCESS allocated nearest to the
TO ENTRANCE TO ENTRANCE main entrance (priority) or
side door.
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Note:-
RC, AC & RGM to identify
suitable parking bays for
curbside per guideline.
All MODs must be aware of
identified location, for
Technical team to act.

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Project Plan Rollout

5 Pilot Stores Total Total Total Total
LIVE 137 Stores 230 Stores 240 Stores 250 Stores

132 Stores 93 Stores 10 Stores 10 Stores
Roll Out Roll Out Roll Out Roll Out

28th Sep 1st Oct 31st Oct 30th Nov 15th Dec
Pilot Stores on Phase 1
Phase 1 - Balance of stores roll out

5 Pilot Stores Notes:
Phase 1 – without the “Check In’ or
KFC 5 BARAT ‘ I’M HERE ‘ function for guest to
KFC SEAPARK indicate their arrival at the
KFC USJ TAIPAN restaurant.
KFC PETRONAS USJ20 DT
KFC EXTREME PARK DT Phase 2 – with the Check In’ or ‘I’M
HERE ‘ function. TBC by MIS on the
10 timeline.

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GUEST JOURNEY

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Guest Make Order

Select Self Collect Tab to Guest select location / Select date & time of the Select Menu to order.
begin the order. stores to collect order. collection.

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Guest Make Payment

Proceed to checkout Select Curbside Guest MUST fill the Complete filled the Make payment
once finish order. (PANDU AMBIL). required info to required detail. (Cashless only).
proceed.
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Guest Receive Confirmation Order Apps
Confirmation Email
Order Apps
Confirmation Page

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Guest Collection

• Phase 1 – Semi Automated

MOD or Dispatcher to call guest to know their arrival or location base
on their pick-up time.

• Phase 2 – Fully Automated

Guest will select ‘Curbside’ option when start ordering in the Apps or
Web
Guest able to click ‘Check In or I’M HERE’ function in the apps to
notify the store their arrival at the designated Curbside parking for
collection.
• Guest able to choose KFC Curbside Collection Point at:-
Curbside Designated Parking Bay
Drive Thru (DT) Lane
Guest have option to change the collection point eg: DT lane to
Curbside parking if the DT lane busy.

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RESTAURANT JOURNEY

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Roles of Curbside Dedicated Runner

Identify guest’s car by registration number and Runner to wear MASK.
hazard lights on.
Deliver products using serving
Manage curbside designated parking bay to tray.
ensure smooth flow of the transactions.
Sanitize tray and hands after
Deliver order to guests’ car rapidly and delivering the order.
accurately.
Maintain 1m/3ft social
Communicate with manager or dispatcher after distancing.
complete deliver the order to guest car.
Recommend to put order in
Practice proper sanitation procedures and back seat or trunks (if
maintain social distancing with guests. acceptable).

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Managing Order Receipts

When guest made order, receipt Dispatcher to arrange receipt using Tuck-A-Note to manage sequence of
will be printed automatically. order. Refer date & delivery time at the receipt.

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Types of Receipts Guest Copy
Invitation for GES
Store Copy

Indicate Self
Collect Transaction

Guest’s Name, Phone
Number, Delivery Date
& Time.

Receipt will indicate
‘CURBSIDE’ and CAR
REGISTRATION NUMBER

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Packer’s Role

Packer to pack the order Pack Curbside order as per Take Ensure order are accurate and
15 minutes before guest arrive. Away packing standard. packed accordingly. Place on
tray to deliver to guest car.
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Manager / Dispatcher Role

After packing the order, Click ‘To Pick Up’ Click ‘Ready’ once Packer complete pack MOD / Dispatcher to call
to view list of active order. the order to stop ‘In Store Time’ guest to inform order is

ready.

In Store Time: 7 minutes

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Delivering the Order via Contactless Delivery

Dedicated Runner to recognize Dedicated Runner to Dedicated Runner to collect the
guest’s car with registration acknowledge guest and the order ready packed order at the
counter using serving tray.
number and hazard light being on. will be delivered shortly.

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Delivering the Order via Contactless Delivery

1 meter

1 meter 1 meter 1 meter

Dedicated Runner to bring Dedicated Runner present / Give receipt ‘Guest Copy’ Thanking the guest.
order to guest’s car. Greet deliver order to guest using to the guest.

with hand gesture. serving tray.
Maintain eye contact.

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After Delivering The Order Dedicated Runner

Manager / Dispatcher

Once order delivered, MOD / Dispatcher to click Dedicated Runner to Dedicated Runner to Dedicated Runner to
‘Complete’ to end the transaction. Order to be inform Manager / sanitize serving tray sanitize hands at the
delivered and clear from the screen within 3 using white towel.
Dispatcher order has end of each
minutes. been delivered. transaction.

At Door Time: 3 minutes KFC Field HR & Training

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KFC Curbside Speed of Service

System will prompt guest if they place bulk order
In Store Time: 7 minutes

At Door Time: 3 minutes

Latest collection time:
Phase 1: Now
Phase 2: Now -> 15 mins

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Practicing Traffic Safety Safety During Delivering The Order.

Guest’s Car 1. Ensure the traffic or path is clear before
cross the road.
Safety Vest
2. Always to look left and right for 3 to 4
seconds before crossing the road.

3. Let the vehicle pass through, before cross
the road.

4. Cross at the designated places.

5. Don’t run during sending the orders.

6. Ensure Dedicated Runner to wear safety vest
at night.

At night

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Potential Parking Hazard

1 meter

Safety During Delivering The Order.
1. Dedicated runner to alert on incoming vehicles.

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What Will Be Allocated Restaurant To Source

Allocated Umbrella
Requirement
Curbside Standee Safety Vest 1. Colour – Red
2. Size – Large

114cm Diameter

Rubber Boots
Requirement
1. Colour - Black

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HANDLING SITUATION

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Delivering the Order via Contactless Delivery (If Raining)

Dedicated Runner to recognize Dedicated Runner to Dedicated Runner to collect the
guest’s car with registration acknowledge guest and the order ready packed order at the

number and hazard light being on. will be delivered shortly. counter without serving tray.
Plastic bag to tie up.
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Delivering the Order via Contactless Delivery (If Raining)

1 meter 1 meter 1 meter

Dedicated Runner to bring order Dedicated Runner present / Thanking the guest.
to guest’s car with umbrella and deliver order to guest with receipt
ensure cover guest’s car window.
include in the plastic bag.
31 Maintain eyes contact.

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Delivering the Order via Contactless Delivery (If Night Time)

Dedicated Runner to recognize Dedicated Runner to Dedicated Runner to collect the
guest’s car with registration acknowledge guest and the order ready packed order at the
counter using serving tray.
number and hazard light being on. will be delivered shortly.

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Delivering the Order via Contactless Delivery (If Night Time)

1 meter 1 meter 1 meter 1 meter

Dedicated Runner to bring Dedicated Runner present / Give receipt ‘Guest Copy’ to Thanking the guest.
order to guest’s car. Greet deliver order to guest using the guest.

with hand gesture. serving tray.
Maintain eye contact.
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Handling Situation

Additional Order
Q: What if the guest would like to do an additional order when reaching
the parking bay?
A: Restaurant to entertain to the request. Dedicated Runner to assist in
managing the traffic / guests.

Flooding
Q: What if flooding in the area of restaurant happen to be during Curbside
collection?
A: MOD / Dispatcher to call guest to inform about the situation and advise
to collect later if possible. Use rubber boots if need to deliver during flood

Fogging
Q: What if fogging in the area of restaurant happen to be during Curbside
collection?
A: Dedicated Runner to deliver the order and ensure products in the
plastic are tied to avoid contamination by the smoke.

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THANK YOU

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