"Can I take your order, please?" "Last year a secret recipe from Louisville, Kentucky sold over 700 million pieces of fried chicken in the UK." "Can I have a Zinger Tower, please, guys?" "This is KFC life." "This is what we do." "I just don't like it, greasy." " Please, I'm sorry!" "Oh, you've got a car." " Oh, no." "KFC was one man's dream and it now has an annual global turnover of 23 billion dollars." "They seem to be going straight up the UK and building a KFC in every town." "And it's just not on." "Now, for the first time, they've opened their doors to the cameras." " CHEERING." " From the ballroom..." " CHEERING AND APPLAUSE." " .." "Of the year, it's Siva!" "To the boardroom." "Some people just don't go for eating with their hands." "For them, it links to uncivilized behaviour." "From the food tasters... to the food farmers." "CHICKENS CHIRP" "As they fight opposition to new stores..." "Who will buy a house that's opposite a KFC?" "It just makes me feel sick." "KFC have to replenish their army of workers..." "I was a dole bum." "SHE LAUGHS and keep them motivated..." "This is our winner award." "CHEERING while keeping their customers under control." "Stop speaking to him, right now." "I'm asking for my money back!" "BOTH:" "I'm giving you your money back." "Big cheesy smiles!" "This is what life is really like inside one of the fast food giants that feed our nation." "It's not rocket science, it's chicken and chips." "That's all it is." "This programme contains some strong language." "In the UK, fast food is big business." "85% of the British public indulge in it at least once a month." "And with 860 stores nationwide," "KFC serve up their own brand of fried chicken to 22 million customers every year." "It's like something you can't get anywhere else, cos nothing can beat KFC." "You know what you get when you're coming here." "You go for that taste, don't ya?" "It's very moreish chicken." "It's like, with some chicken you think," ""I've had enough, I'm full," but with this, you carry on and on." "CHICKENS CHIRP" "But the brand has always had a very particular image to defend." "And for every fan, there are those who consider it to be junk food rather than fast food." "CHICKENS CHIRP" "It's not really very healthy, is it?" "It's got too much salt in it." "I just don't like it, greasy." "I like it, but I don't like to go there much..." " ..cos I just feel a bit dirty after." " Yeah." "Yeah." "When I first told my friends that I was taking a job at KFC," "I can't even count the number of times people said to me," ""Oh, my God, I love KFC, but don't tell anyone."" "And that's tough." "For the last three years, Marketing Director Meghan has been trying to change the public's perception of the fried chicken giants." "I want it to feel relevant to people like me and my friends." "I want it to be a place where you can go to lunch and leave not feeling guilty or embarrassed that you went to KFC." "I want it to be an everyday name in a really positive way." "Meghan clearly has a way to go before that happens... so she and her team have commissioned a group of researchers to find out why." "In the past, we've relied on what we think people know, and this time we're actually making a big investment, in terms of resource and budget, into, actually, really understanding what people think and what they feel." "Because people don't make decisions based on what they think, they often make decisions on how they feel." "And this research will help us understand how people feel about KFC." "So, I think it's only a good thing." "After weeks of interviewing customers, the results are in." "So what do the punters really think?" "We've created this list, we call it a construct list, of all the things that we saw in the interviews." ""KFC is good value", erm, "It's real chicken", so real chicken was a key idea." "References to KFC being naughty and indulgent." "And then, eating experience..." ""There's one in Dalston, where I live, and it just looks so rough."" ""People inside it didn't look very good."" ""The counter and everything just looked a bit grimy,"" ""like someone from Benefits Street."" "Some people just don't go for eating off the bone or eating with their hands." "For them, it links to disgust, erm, uncivilized behaviour." "For some people, it was massively positive, so likening it to the pull to have sex and that is seen as a really positive thing." "One interview, which was actually quite a sad interview, this lady was talking about..." "I mean, she absolutely loves KFC chicken, but feels totally powerless under it and she was quite overweight, and she's talking about the fact she just feels trapped by it." "One chap I was talking to, and he..." "We were talking about the eating experience and he said, "I just want to fill my face."" "Mm-hm." "And it's that carnivore, it's that raw eating experience, that you just want to keep eating chicken until there's no chicken left." "The M60 Orbital, 200,000 vehicles circling Manchester every day." "This is the front line for KFC." "It ought to be the ideal location for a drive-through, fast food, fried chicken experience." "But since it opened six months ago," "Denton Rock has been a disappointment." ""A man and a woman live peacefully in a house together"" ""but one day the woman shoots her husband."" ""She'd hold him underwater for over five minutes."" ""Finally, she hangs him..."" "At Denton, front of house staff like Beth have few customers to serve, leaving Dawn and the burger station team with a lot of time on their hands." "I've promised my daughter to bring her a burger home tonight." " CHILDISH VOICE." " She loves KFC!" "It's just whether people fancy KFC, innit?" "That's all it comes down to." "And I don't think it's in an ideal place, really." "You would have thought so with a lot of traffic, isn't there?" "The store's here and then there's a roundabout here and you've got to go round the roundabout to get to the store." "But then you've got to do like a weird U-turn..." " And go under a bridge." " It looks pretty from the outside, but it's too hard to get to." "You might as well keep going down the road." "It's not the location, cos I think it's a brilliant location, we're very visible." "But it's just getting in to here." "If I could just build a road out there, straight into the car park, it'd be ideal." "Absolutely ideal." "But for the customers that do manage to navigate their way to Denton, few seem to return." "Disastrous." "I've had to go back three times to change the food, cos they messed the order up." "They put lettuce on one burger when we asked for it plain, and they put sauce on another burger when we asked for no sauce." "And the chips was cold." "If it was busy, you wouldn't mind them fucking up, would ya?" " Hm." "The reputation of Denton Rock is... shit." "Once you get a reputation, it's hard to get rid of, innit?" "Which, unfortunately, we've got a bad reputation." "Life... is fabulous at the chicken shop." "Some guy always comes in here and tells me about the Colonel, all the time." "Like he knew him, but he didn't." "He just tells me about him." "The fortunes of the Colonel are a bit different just 40 miles down the road." "Guys, make sure we're keeping on top of the fries, please." "Last year, Cheshire Oaks broke all sales records in the North West region..." " Zingers on the way!" " .." "Selling one million pieces of fried chicken." "Can I have some minis on, please?" "Manager Graeme has been in fast food all his working life." "We went out to be the number one store in the North West, in terms of breaking records at Christmas." "We did it, so, you know, yeah, we always want to be the best." "Can I have five Zingers on, please, Will?" "Olympians - they don't go into an Olympic stadium thinking," ""Fifth will do it, fourth will do it."" "They go for gold." "If they can't quite get gold, they will go for silver." "If you don't try then you're not going to succeed." "It's the same for every team member, if you don't want to be the best at what you do, what are you doing here?" "We're getting busier and busier every year now." "We've been winning things, so we're doing really well here." "It goes on to the team as well, so they're feeling happy about working here." "It's a good team here, we are a good team." "Who wants a fry off?" "Go on, then!" "A moment to define a manager." "Building a fun environment is key to Graeme's management style." "Shall we time for ten?" "Three, two..." "Bagging chips against the clock is one of Graeme's party pieces." "Coming in here, you've got Graeme, who's a really good personality, which is really good." "So, when you come here, you want to work here because of Graeme himself." "Oh, I'm running out of chips, man!" "I've worked in a lot of KFCs in the past, and he does make a difference." "You'll see that the management will make the difference for the staff." "The staff will serve food all day long, they'll do that for you, but it's the management that makes the difference within the store." "That was poor!" "The master failed." "Did anyone time that?" "35." "35?" "That's poor!" "I didn't have enough chips, the pressure got to me." "My part of the job that I enjoy is working with the team, building up an atmosphere with the team, just really being engaging with the team." "It's all about team engagement." "If you get the engagement piece right with your people, you're going to be in a great place and they're going to work for you." "And the result is your output, it's your sales, it's your cash." "The profit Cheshire Oaks makes goes back into the company, but 65% of KFC branches are owned and run by franchisees." "To become a franchisee, you have to have at least £1 million in the bank, and a taste for Kentucky-style business." "So, I eat KFC probably twice, maybe, sometimes, three times a week, without fail." "Without fail." "But I'll watch what I eat." "I won't be sitting there eating six-piece buckets three times a week." " Do you love it?" " Absolutely love it." "God, I wouldn't be doing it if I didn't love it." "Acky is one of 35 franchisees in the UK." "So I started working for KFC when I was doing my A levels at school, so when I was 16." "Acky lives just outside London, but he commutes to his patch in north Wales every week." "He bought his first store aged 28." "He may have started at the bottom, but he's working his way up." "Hiya." "Is Michelle around?" "'I had an opportunity to buy, ' in 1996, one in Chingford." "It was tough, especially when we first opened that store, it didn't make much money." "But we persevered and Chingford was the one that helped me to become." "Small Franchisee of the Year for two years in a row, which was brilliant." "Over the last 20 years, Acky has invested millions in the brand, building up a portfolio of 13 stores." "Some will make decent profit, some will make a loss, but that's risk in life, isn't it?" "That's business, right?" "So this was number 12, store number 12 for us." "What did this cost us?" "Just around the 600,000 mark." "Yeah." "Not including the building, yeah." "But Acky knows as well as anyone that to grow," "KFC needs to change." "If I look at other brands, brands that have really taken a beating, like Wimpy and these guys," "Wimpy had one of the..." "They were, you know, they had so many units throughout the UK, but the reason why they kind of died is because they didn't change." "They didn't evolve with the customers' expectations." "They didn't grow, they didn't, you know..." "And that's the problem." "The day KFC stops listening to its customers and changing and evolving, and trying to make itself better, that's the day that I will probably leave this brand." "His latest store is in Shrewsbury and he's made every effort for it to stand out from the crowd." "Yeah, it's big..." "But at least you can see it for miles around." "There's no point in having a totem that you can just see when you drive up to the store." "You want to see it from far away." "That is big." "At 3,000 sq ft, it's the biggest store Acky has built." "Sitting proudly above it is Acky's head office." "So, what we'll do, whenever we have any training courses for managers or for assistant managers, or team leaders, they'll come here for all their training." "Bible on the desk." "HE CHUCKLES" "See, I can keep an eye on everybody from here." "I can see what's going on in the outside area," "I can see how quick they dispatch here at the drive-through window." "My mantra's always been, whatever you do, do it with 100% commitment." "I work hard and I play hard as well." "I do everything to the max." "Do you call it an empire?" "It's not an empire, no." "HE LAUGHS" "No, not at all." "We sell chicken and chips." "That's what we do." "And we're proud of it." "CHICKENS CHIRP" "Maintaining Kentucky Fried standards is crucial." "So KFC inspectors like Brian can ride into any store, in any town, unannounced." "His patch includes the West Midlands and today he's visiting a company-owned store." "This store I am visiting now is Oldbury." "It's had issues in the past around operations standards, the last few visits it has done pretty well." "In terms of score..." "I think the last score was about 80%, if I am right, so this is the first time this quarter that I am visiting the store at peak." "I am looking for... that the store itself is operating well, there's no major issues around food safety, health and safety." "I'm also looking at the cleanliness of the store to make sure it is clean and inviting for our customers." "HE WHISTLES" "Olbury's regular manager is on holiday." "Mo is standing in and must deal with Brian's visit." "How are you, mate?" "Are you good?" "Are you good?" " Are you all right?" " I'm covering here." "That's all right, I didn't know you was covering." "Are you covering?" "Oh, you'll be fine." "How are you doing?" "Did I scare you?" "Brian gives marks out of 100." "Anything below 65 is breakdown and could force the store to close down." "We've got... just two tags in place but we've got 11 products in the burger shoot, so therefore we are not timing it right." "Temperature's not great." "It should be at least 63, to be honest with you." "Yeah, it's 50." "Just to let you know, your meat temperature was 50." "Yeah, so I am going to get rid of all the burgers here." "All right, mate?" "Right, there you go." "The food they throw away will cost hundreds of pounds and will affect the store's weekly profits." " What temperature should it be, Mo?" " It should be a maximum of 75." " 63, Mo." " Oh, 63?" " Anything above 63, you should know that, Mo." "So let's get rid of the whole lot, mate." "Thank you." "How long have we hadn't had lights in here?" " Sorry?" " How long have we had no lights in here?" "You haven't got a clue?" "HE GROANS" " Mo?" " Yeah?" " Have you got two seconds, mate, yeah?" "When you look at your defrost sections, they don't match up as they should." "We are going to bin this and then what we are going to do is bin the ranchers that we've currently got." " Do you agree with that, yeah?" " Yeah." " Good." "Chef Imran is also new to the store, covering holiday leave." " Can I ask you a question?" " Yeah." "Why do you put the tray in the bin for..." "to scrape it?" "Is it a good thing, do you think, or not?" "You can't do that!" "No!" "You can't put the tray into the bin because it's for food." " You can't do that." " Yeah." " Do you understand?" " Yeah, I understand." "It's all right you scraping it, but you can't put it into the bin." " Yeah." " Do you understand?" " Yeah." " Good." "So stop it." "Stop it, then!" "Tell him to stop it, tell him to stop it." "Stop it, just put it down, please, please." "Stop it." " Mo..." " Yeah?" " Have you got two minutes?" " Yeah." " Good." "From a scale of one to ten, how do you think today went?" "I would say about five to six." " Five to six?" " Yeah." " So you thought it was 50% great?" " Yeah, 50%." " OK." "OK, you scored today 51%." " Oh." " OK?" "With a score of just 51, Oldbury is now classed as a breakdown store." "It will stay open for now, but has just a month to get things back to standard before Brian will return and decide the store's future." "Do I want breakdown stores?" "No, but, you know, do I want to make sure the stores are operating to a standard where our customers are going to be happy?" "Absolutely, and if it takes me to come to a store and identify those major issues, then so be it." " Was that tough?" " Yeah, very tough." " I've never seen anything like that before." " Really?" "Yeah." "I mean..." "So many problems and very less experience." "Never seen anything like that." "I've got a really bad headache now!" "'Hello, everyone, it's 5 Live, You're On The Money," "'I'm Declan Curry." "Martin Shuker, you're the managing director of KFC 'here in the UK." "Does eating KFC make you fat?" "'" "'Well, I think it's all about balance." "'A lot of consumers will be aware of the guideline of 2,000 'or 2,500 calories a, kind of, a day." "So when you can go and enjoy 'a fillet burger at KFC and it's only 445 calories, 'you can understand 'that you can enjoy a KFC as part of a balanced diet.'" "'Well, you have an item on your menu called the Supercharger." "'It's 1,290 calories." "You can't possibly say that that forms 'any part of a balanced diet.'" "'Well, I think it does in the context of what else 'that individual...'" "Despite Martin's best efforts to defend his brand," "Marketing Director Meghan worries he is fighting a losing battle." "I don't think anyone will ever think KFC is healthy and I'm not sure... that we should be trying to get people to think that we're healthy." "I think that would be a challenge that even the best climbers on Mount Everest wouldn't be able to tackle!" "I think what we are trying to do is give people choice, so we want to give them meaningful, real choice that they can make a better decision and that there won't be a massive trade-off on taste." "Some of it is about health and some of it is about having the right type of product to fit in with people being constantly on the go and moving around a lot." "To answer their critics, the company are attempting to move beyond fried chicken and chips." "At Head Office, there is a constant drive to develop healthier products." "This one is the forbidden rice salad." "This has got quinoa, chargrilled peppers and stuff in it, the idea being that you shouldn't be able to taste that good and get away with it in KFC." "In there, you have still got your traditional chicken fillet?" "Yeah, and I think that's the key, isn't it?" "To give customers something that you want." "You know the fear factor?" "If it's all new and I'm going to spend my money on it, how do I know I'm going to like it?" "And if I don't like it, what am I going to eat?" "But before Louise's salads can get anywhere near a store customer, the Operations Department have to work out a practical way for the staff to make them in store." "Oh, that looks lovely!" "That looks amazing." "This looks amazing." "Who is going to make this, then?" "I'd buy this." "How difficult is this to make?" "Where are you going to put it?" "Where do you put all this?" "LOUISE:" "But this is good, this is good, wholesome food." "Yes, it is, I totally agree with that." "It's just where we put this, and cost." "We are not going to sell as much of this as we do chicken and chips, this is not our volume generator." "That's why we've got to be balanced between what takes too much time in store and too much space in store and detracts from what is our core business." "I honestly think the risk is not doing it because you have to keep your menu fresh and contemporary and, you know..." "Like I said, customers demand more and not doing it, I don't think, is an option." "You only have to look at Leon or some of the other operators " "Pret A Manger, you know, there's Starbucks..." "All those guys have gone down this route and fast food doesn't necessarily have to be unhealthy food." "Denton Rock is still underperforming, its future is in doubt." "So, manager Paul has called in his team to brainstorm new ways of selling Southern-style Kentucky hospitality in Britain's North West." "Team meeting this morning." "I am going to get some team members' input and see what we can do differently." "It's a lot better than just me thinking of them, so, as they say, two minds are better than one." "So, hopefully, yeah, we'll get some little gems coming out." "Nobody even knows there is a meeting." " Really?" " Yeah." "It's on the rota, eight till nine tomorrow night." "Morning." "Let's all think about some sales ideas." "I know I spoke to you already." "See if we can start thinking of some and what we can do differently with the store." "Open your minds up to anything." "Any ideas you can come up with." "Could cost a million pounds, it could cost 50p, it could be free." "Come on, guys, you must have loads of ideas between you lot." " Publicity stunt." " Go on, Ben, what's that?" "Like an eating competition or something." "Like when you have those things, the little competitions where you can eat a hot dog, like, who can eat the hot dog fastest?" "You could have, like, a chicken competition like that." "Do you get me?" "Yes, that's a good idea, put it down." "You could do." "What about if you consistently visit, like, once a week to KFC and then if you visit four times a month, you can get a voucher?" " Nice." " So basically like a loyalty card?" " Yeah." " Like Nando's." "Go round local businesses and tell them ring through orders in the morning and they'll be ready at a certain time." "Ben knows his stuff!" "What about like a kids' corner in the store?" "What about kids' birthday parties?" "Maccies do them." "There are some really, really, really good ideas there." "I'm going to put them forward, we will use some of them and obviously if they work, then you guys have contributed to us increasing our sales, which is fantastic, yeah?" "Cringe!" " Nice." " Thank you, guys." "Well done, well done." "Better than usual, that's all I'm saying!" "I think that was a very productive staff meeting, as long as the ideas are put in place." "Yeah, if it's all just like, "We are going to do this,"" " and nothing happens, then..." " As usual." "It will be a bit of a waste of time, but hopefully..." "I think our store will be like," ""Oh, yeah, let's go to KFC, Denton Rock!"" "Even though they live in Spain, do you know what I mean?" "They'll be flying over just for a ten-piece bargain bucket" " cos that is how sick our store is going to be." " That's what I mean." "We just need to regain their trust and everything will start... it will be like a domino effect." "Fast food and health food are clearly not the same thing." "At HQ, they've spent 18 months developing another new product - a healthier form of chicken that could change the public perception of the brand." "But they can't go ahead without the franchisees signing up to sharing the risks." "So today, they've invited Acky and two of his fellow franchisee board members." "Today is majorly important because if the franchisees aren't on board, we kind of have to go back to the drawing table." "But also, if they're not on board, they're not going to get behind it in the restaurants." "Everyone needs to be in agreement today, these are the right builds to launch, this is the right range to launch, because we won't have time to change it after this." "So there is just a little bit of pressure." "ALARM BEEPS" "This is what all the fuss is about." "It's called BBQ pulled chicken." "Over the past three years, KFC have tried and failed to launch a healthier non-fried product." " Is it one scoop or two?" " One scoop." "This time, they hope they've got it right." "It has got lots of flavour and lots of crunch." "It's a low calorie idea." "It's not fried, it's fresh and light." "A really good-quality, tasty product." "At the moment we have craveable chicken." "We have original and Zinger and what we are looking to introduce is pulled chicken, which is a new format of chicken." "Pulled chicken really is the key to unlocking future potential because it is so new and so contemporary for us." "Doesn't it give a perception of processed meat?" "We are real food, how are we going to sell it to the customer that we are that real, good-quality food?" "What is really helpful to us is that pulled pork is a big thing now in the UK and actually, when you look at the screening result it scored, all of the pulled chicken products scored way higher in terms of product quality than some of the other concepts." "The potential for this for us is that it is perceived to be healthier and that it's kind of contemporary." "It looks like it's fallen off the bone, it's pulled across." "It's not shredded so finely that it feels like pulp or..." "We've been really careful about those types of details, to make sure it feels really quality still." "If we look even further out, you know, say five to ten years, instead of becoming known for chicken, we then become known for craveable, unique tastes." "But there is a low-hanging fruit that we first need to get to with pulled chicken." "If the franchisees give pulled chicken the thumbs up, it'll be launched on the high street in a matter of weeks." "OK, so, you're eating the Pulled Chicken Twister here." "So this has got more of a female skew." "The role of this is permissible weekday lunch to drive frequency." "So we have got our standard tortilla, with our new coleslaw heroing the pulled chicken." "We've got cheese and the new lettuce in there." "Now, I have done quite a bit of work to try and get the right balance between the lettuce and the BBQ pulled chicken flavour." "What we really liked about it was that it goes after that less-fat Friday lunch but more of the kind of Monday, Tuesday, Wednesday..." "You see yourself eating that on a more regular basis." "It hasn't got any real strong flavours, just a little bit..." "So, what were your thoughts on the Twister?" "Love it." "Great, OK." "So that's a thumbs up." "I think it's going to really, kind of..." "maybe not change the whole business, but it gets us into healthier chicken." "We are all on the same page and ready to go, which is so exciting." "Now we just figure out how to sell them so consumers want to buy them." "Can one of you do the restaurant floor, please?" "Oldbury failed its food inspection a week ago." "65-year-old restaurant manager Margaret has returned from holiday to discover her store is in breakdown." "Oh, my God, I've let the company down." "Lorraine, when you can, can you do the disabled?" "Because I haven't touched it." "It does hurt that you're losing for something you've never, ever lost on." "Margaret is determined to get her store back on track." "I can take that one." "The plans this morning are, once I've done my managers' meeting," "I've got all my cooks coming in at various stages and I'm retraining them while Maria is running the store, getting my CER back together." "I've never had a food safety issue in my store, never." "And that's why it is vital we do this and get it right." "Today we'll get it sorted and it'll be tickety boo, tickety boo." "Right." "This is a copy of the CER." "I've given you all a copy." "If you and Avtar take charge of the cleaning - and when I say take charge of the cleaning, I don't mean you're cleaning." "I mean you're making sure the team are cleaning and follow up on them." " Any deviations - yeah?" " Yeah." "Action straight away." "Good morning." "KFC Oldbury." "With over ten years' experience managing a store," "Margaret is more used to being at the top than at rock bottom." "We were in the top... the top 50 in the country, so that's how we got into that with a little plaque." "This one, we were the third in the region." "Third high... er, best score in the region for everything." "Shake it four times - four times." " That's all." "Have you got your label on, yeah?" " Yeah." "Margaret believes in a strict management style." "And she's determined to let the staff know that she won't tolerate any more failings." "This store used to be top and we're going to be top again, yeah?" "I don't like coming in heavy-handed but I have to now, because it's got to be put right and you either come along in the boat or you swim to the side and go somewhere else." "Everything will be done, dusted and sealed off by Wednesday and we're just waiting for Mr Smith to come back in." "Bring it on!" "All right, girls?" "Are we well?" "Busy?" "Fairly." "In North Wales, franchisee Acky has a total of around 600 staff." "He believes keeping them happy is key." "Last year?" "Last year you were here, weren't you?" " No, no, no." " The year before?" " Two years ago." "Yeah." "OK." "You've grown." "I think making people feel valued to me is the key." " Have we met before?" " Er..." "Were you at the Arena?" "RGM conference?" "Yeah?" "How are you?" "'I remember my first day at KFC.'" "And this was going back 30-odd years ago but there was no induction" "I was kind of left to my own devices." "And I just think it's important that everybody feels valued." "Brilliant." "Good to see you." "They're a really good franchise to work for." "They visit the stores occasionally which you don't often see in a lot of other businesses, so it's nice to see the bosses occasionally." "Occasionally!" "I remember what my likes and my dislikes, my fears, my aspirations were, so I always try - try - and put myself in their shoes." "I think there is no limitations on what you can do." "You know, if I can do it, everyone can do it - put it that way." "It's amazing where he is now, so it is like a wake-up and a bit of motivation that one day, you can possibly be exactly the same." "I look at all of these young guys, all of these youngsters here, and one day, one might be an area manager, one might be an ops director, one will probably have my job." "So yeah, I think..." "I think, you know, people with ambition, people that want to do a really good job, it's a massive opportunity for them." "In London, plans for a KFC salad are on hold." "Marketing Manager Meghan is launching Barbecue Pulled Chicken as a brand-new range." "If we had to have three, the layout is working, especially if we had to have the wrap, I think, and then we can decide whether we..." "The range consists of a Twister, Mini Wrap and The Ultimate Burger." "In the past, we've done quite a lot of grilled chickens, trying to do healthier, trying to do a kind of non-fried chicken and it's hard because people come to KFC and they want something that tastes really amazing" "and this is one of the, I think, first products that tastes as good as the fried chicken and also in the Ultimate Burger, it's pulled chicken and fried chicken which is really the ultimate!" "Right, so shall I put the pork on, then?" " Yeah." "Let's see how it goes." " Chicken!" "Chicken!" "Pulled chicken!" "It's food stylist Dagmar's job to make sure not a single piece of chicken is out of place." "It has to look as mouthwatering as possible." "It's meant to look like it tastes really good and this needs to look amazing enough that they'll want this instead of what they normally order." "It's what makes your kind of neurons start firing in your brain that kind of send you the signals, "Ooh!" "I want that."" ""That makes me hungry, that looks really good,"" "because we need them to try it and once they try it, then hopefully they'll love it and then they might try the Twister and they might try the wrap." "That's pretty much the burger." "Yeah, it looks really good." "What do you think?" "Yeah, I mean, that looks pretty lush, doesn't it?" "And then, yeah - maybe there's a broader appeal for the people who would never even consider stopping at KFC because it's unhealthy or it's just fried chicken." "We're not just fried chicken." "So..." "Any more, hopefully!" "I think it's a really nice idea." "KFC customers will love it." "Have you tasted it?" "I've licked my fingers." "It tastes really nice." "Open 24 hours a day," "Bidvest warehouses store everything a colonel's restaurant could possibly need, from its fresh to frozen products." "New product Pulled Chicken has just arrived." "Pauline has to get it ready to leave the warehouse." "It's being launched in Scotland." "Where we're going now is." "25 in the coldest point so it is freezing... and I hate the cold!" "So now, all the KFC chips." "Ha-ha-ha!" "How you doing, love?" "This is the guy that probably drops all the chips as well, so he's sick of the sight of chips." "I bet the guy that invented chips are rich." "Davy, have we got a new product in on KFC?" "Barbecue Pulled Chicken." "Pulled chicken?" "Not got a clue." "It must be the way that it's produced." " Derek, d'you know what a pulled chicken is?" " No." "No, it's only just come in two or three days ago." "Yeah?" "But it says pulled chicken, but I haven't got a clue." "I'd go so far as to say it's just the scraps pulled off." "Barbecue pulled chicken?" "What is it?" "Pulled." " Pulled?" " Yeah?" " It's shredded." " Ah." "So it's a posh word for being shredded - chopped up, basically." "Barbecued chopped-up chicken." "Clearly, Pulled Chicken isn't going to be a simple sell in a market that seems to know what it likes." "And all new KFC products are first tried out in Scotland." "We've tested it." "We know that it's very on-trend at the moment." "When you go into any store, you can see Mexican food, Brazilian..." "Managers from across the region have come to Glasgow for pulled chicken training." "Grant from Marketing and Natalie from Operations hope to fill them with enthusiasm." "We think this is really the start of something big, so that's why we need this to land." "We're really excited about this." "And it's not going to be your existing chicken and chips " ""Oh, I'll go in there and try the new burger."" "This is going to be new customers, you know, I'm a bit trendy, I walk past KFC thinking." ""Oh, I really want chicken on the bone, but what's that pulled..."" ""I'll try that, because it's new and 'out there'."" " Do you think you can make it work?" " ALL:" "Yes." " Come on!" " Come on, do you think you can make it work?" " ALL:" "Yes!" "That's better!" "Guys, everybody come through, so you can see the oven." "Pep talk over, it's time to demonstrate the intricacies of delivering a non-fried product." "Come on, come on." "Don't be shy." "So this is your packs of pork." "This is how it'll come in on your delivery." "So as you can see, it's really simple." "When you place it on, you place it two at the front and one in the middle." "Simple, like this." "This new form of chicken must be oven cooked at 100 degrees Celsius." "In the oven it goes." "Timer will start, 25 minutes cook time." "This is your brioche, so it'll go in the toaster as normal." "From the brioche buns to a new fresher type of lettuce, every part of the process is new to staff." "Apart from the two fried fillets that sit proudly on top of the ultimate burger." "And then your coleslaw." "So there you go." "There's your first Ultimate Burger." "So here we go." "It's nice!" "Welcome, everyone, to the taste panel." "Thanks for coming along." "It's a triangle test, which means that you'll get three samples through the hatch with numbers on the plate." "As well as developing new products, head office also constantly monitors their existing ones, using HQ staff as guinea pigs." "Two products are the same, one is different - so please circle the one that you think is different." "KFC spend £2 million on processed cheese every year and they're constantly on the lookout for ways to save money." "We've got two different cheeses today made by the same supplier." "And one's just an enhanced version of the other, slightly nutritionally different." "And they'll be looking for if they can taste the difference in the cheese." "We've given it to them in a Streetwise Wrap so it's in a product, so they won't know if they're tasting the difference in the tortilla, in the barbecue sauce, the lettuce or the mini fillet, anything that goes in that build." "Our ideal is that we want them to detect no difference," " so that's what we're aiming for." " Fingers crossed." "This cheese has taken us around three months to work on and to look at the formulation, to look at the size and just try and make it the best thing as possible." "We've tried never to change the dimensions and the thickness so it's never... when you look at it, it looks exactly the same and it feels the same for the bite, for the eater and they've got the same amount of glue really in the burger," "sticking it all together." " They both passed." " Yay!" " Boom." " Thanks, Nicky." " That's all right." "The consumers, the panellists, didn't detect a difference, so that means it's statistically OK to proceed." "We go through huge amounts of cheese, huge volumes cheese a year, so any saving on cheese is very significant to us." "In Manchester, the Denton Rock team have devised a cunning plan to attract customers - a family fun day, with some of the staff in unofficial costume." " Are you excited?" " It is actually freezing." " Mmm?" " It is ACTUALLY freezing." "Have you got your normal clothes underneath it as well?" "What?" "No, cos they won't fit." "I tried and they won't fit." "To promote the event, Beth and Lucy hand out flyers." "Assistant Manager David wears a rented costume but it's without the permission of the Peppa Pig brand owners." "David, you look like a pillock." " Can you see?" " Barely." "Just about." "Don't worry." "Let's practise." " Hi!" "Are you OK?" " We've got KFC Denton Rock face painting." "The Pig's going to be there, Spider-Man." "Get 10% off your food order if you bring this leaflet in." "See you there!" "Wave to the cars." "HORN BEEPS" "SHE LAUGHS" "We look like right pillocks." "Oh, no." "There's a garage down there." "Nobody knows who you are." "They can't see you." "If you come to KFC on Saturday with this, you get 10% off your next order." "I'm going fishing on Saturday." "So no." "I won't be doing." "I'm busy on Saturday, so I won't be going on Saturday." "So that's three nos!" "I've got an itchy face." "HORN BEEPS" "SHE MIMICS HORN" "It's a bit quiet." "There's no young people." "It's all old people who don't want to get their face painted as butterflies." "Do you want a leaflet?" "Come to KFC on Saturday and you get 10% off your food order." "Right, not to alert anyone but we are walking in the middle of the road." "Why would he be dressed as a pig for KFC?" "It's 18 months since conception and the launch day for Barbecued Pulled Chicken has finally arrived." "Company eyes are focused on the Argyle Street store." "If this new product sells, the range will roll out nationwide." "I think there's probably a lot of people that haven't even had this before." "I think they'll be quite kind of intrigued to just even come in and try it." "And that there, I think, looks absolutely fantastic." "Like snaps and that behind it." "So that can only help us." "So yeah, I think it'll do really well." "If I was just strolling past here," "I would come in for that, so happy days!" "It's going to be busy today." " Hiya, how are you doing?" " Can I have a popcorn snack box, please?" "With an additional free helping." "Can I get a small popcorn, please?" "Would you like to try our new pulled chicken snack?" " No." " No problem." "Anything else for you?" "Your mini fillet burger is £1.39 then, please." "Would you like to try our new Ultimate Pulled Chicken?" "It's the new burger we're doing..." "no problem." "Sales get off to a slow start." "We only do original chicken." "We don't have spicy chicken." "Glasgow's lunchtime customers are sticking with their tried and tested fried chicken." "Emma, how much have you sold of the new product?" "How much pulled chicken - any?" "I've got a snack box with popcorn chicken and gravy." "I just got a small popcorn." "How many have you sold, Nicky?" "One." "Never heard of pulled chicken." " How many have you sold, Claire?" " The new ones?" "None." "None yet." "I guess there are some that might not take the risk so I guess that's the kind of gamble there." "I thought how it's advertised would make people make that gamble." "It doesn't look like chicken." "It looks a bit more like dog food to be honest." "It doesn't look appetising, at all." "Doesn't appeal to me." "I would stick with a Zinger and leave that one alone." "It looks like a beef stew on top of a chicken burger." "SHE LAUGHS" "Can I interest you in the new chicken that we have started today?" " No." " No, you sure?" "With customers not willing to change their habits, the team decide to employ a new tactic." "Hi, guys, how are you doing?" "Can I interest you in some new chicken that we started this morning there?" "No, are you sure?" "Oven cooked?" "Can I interest you in some chicken that we have just started doing this morning." "No, are you sure?" "It's lovely." "Nah?" "All right, no problem." "We are going to take a walk up Buchanan Street and..." "Get people to try our new chicken." "Nice pulled chicken." "Or laugh at us." "Hiya, would you like to try some of KFC's new pulled chicken?" "Davy, do you want to try a wee bit?" "Is that yummy?" "Nice." "Mm!" "Very nice." "Did you like that?" "You can try that in store now." "How are you doing, sir?" "Can I interest you in the new chicken we have started this morning there?" " In the oven, oven cooked?" " No." " Sure?" "Sure, it's lovely." " No." "Right, no bother." "It is healthy." "It's done in the oven so it's a wee bit healthier for you." " Thank you." " Thank you." "Hi there, how are you doing, sir?" " Can I..." " No." " Are you sure?" "OK, no bother!" "The future for pulled chicken in Glasgow looks doubtful." "And further south Margaret is nervous." "The deadline for Oldbury's return visit from Inspector Brian is approaching and she is convinced he will come today." "So when he comes in, throw yourself at him, kiss him, hug him." "Yeah?" "Make him feel welcome." "Margaret's right, Brian is on his way." "We have done literally everything we can do now." "We are just waiting." "Let's just make sure we are ready for him, guys." "Keep on top of it today." "It's beginning to get to me." "That's Brian." "I think that's Brian." "Yeah, Brian is here, guys." "Nancy, get that away now." "Nancy, get it away now." "BRIAN WHISTLES" "Richard, just get that up from under there, please." "Let's not lose stupid points." "What do you want, Mr Smith?" "How are you?" " I'm all right." "Have you come for your lunch?" " No." "No, you're not coming in here today." "Right, see on here, a tick means it's to standard." "If it's blank, it's not to standard." "If it's a cross, I'm not satisfied." "So we have all got colours." "Marie has checked all this." "All the jobs have been done, Brian." "I am going to show him, show him what CER is all about." "Don't worry, Brian, you're getting nowt out of me." "Nice and clean, perfect." "Mind your backs, look at this." "Good enough to eat, Brian." "Can you open it for me, please?" "The guys are really taking pride in their store and that's what they needed." "They understand what food safety issues are." "So, everything is moving along nicely, Brian." "Moving along nicely." "Everything is just flowing, flowing lovely." "You can give me 99 points and go home!" "What do you think your score today was?" "I really thought we were touching maybe the high 80s." " High 80s?" " Yeah, over 85." "Wow, that's pretty impressive." "Right, so today, Margaret, you scored 84." "Where's my other point?" "Come on, Brian, I wanted 85." "Am I going to get a proper hug?" " Thank you, guys." " Thank you." "I'm going to be out of here in two seconds." "Cheers, Brian, thank you." "Margaret's efforts have paid off." "The store is out of breakdown and the future is secure." "Are you happy with it, Margaret?" "Yes and no." "I thought it was better, know what I mean?" "I thought it was better, but then Brian's doing his job. 84, moving up 33 points in three weeks, that's good." "In Denton Rock, it's the long-awaited Family Fun Day." "Even though the team don't have permission to use a Peppa Pig to promote the store, they need to get the ball rolling." "Face painting, helium balloons..." " ..it's going to be buckets full of fun." " Yeah." "You're going to love it." "Manager Paul has been moved on to another store, but his replacement Dan hopes to rally the troops." "I do expect it to be starting to get really busy from about 12 o'clock, so we'll see." "We've got a lot of people in today so hopefully we'll put them to good use and make them busy." "High sales, high positivity on shift." "No more sad faces." "Everyone enjoying themselves." "This is the third bank holiday I've worked straight in a row." "I've not had a lie-in for ages." "I can't wait to get a few lie-ins next week." "No school run to get up for." "For the big day, Team Member Roisin has the honour of wearing the unofficial rented costume." "That looks like the front." "Whoo!" "Now, keep it fast." "If you see any bottlenecks make sure you are moving around." "It should be busy and I don't want anyone to come in and get bad service." "Like that?" "The forecast is a 20% uplift on normal sales today, hopefully." "So, yeah, we'll see!" "Hold on!" "I'm here." "CHILDREN SCREAM" "So, is it every week this is on?" "It's just been mainly Christmas and Halloween and we are under new management now so we are celebrating that." "Big Daddy, no lettuce, no tomato." "Here's your popcorn." "Small popcorn coming with the next one." "It's really good, yeah." "It's a really good day." "Thank you." " It's really nice." " People aren't going to know it's you, Alicia." " Going to really think it's Hello Kitty." " Yeah." "I haven't seen the lobby this busy in a while." "It's great." "Win-win for everyone." "I prefer it when it's like this." "Five o'clock comes quicker." "It's looking good." "I'm pleased with how busy it is." "It shows that your hard work is actually coming to something." " There's your six-piece Colonel." " High five, Peppa!" "And its good for the staff, as well." "We have asked them to come in, they've done extra things to help us out." "It's nice for them to see the benefit from it because the more money we make the more hours they get." "So it's good for them." "If I can keep on getting my hours, it'll be all right." "It's the big thing, innit." "What's the point in having a job if you're only getting 12 hours?" "But we'll see!" "I have thought about leaving." "You know, just cos of the way things were going, but things are going nice at the moment." "People being happy on shift, so for now I'm quite happy where I am." "Hopefully we can win back the customers that hate us because we are nice people, I promise." "Is that more pulled chicken on, yeah?" "It's flying today, so keep it going." "Four days after the launch, the people of Glasgow are beginning to warm to the taste of pulled chicken." "The advertising campaign has kicked in and word has spread throughout the city." "Can you get more in, please?" "The burgers, twisters and wraps are selling like hotcakes." "So far, we've sold 58 portions." "It's doing twice as well as everything else so it's definitely working." "Throw another shrimp on the barbie." "See, if you go online..." "Watching it is not going to make it go any faster, you need to get more on straight away, man!" "The future for KFC could be riding on pulled chicken, so Meghan and the marketing team have come up from head office." "They want to hear from the customers first hand." "See, even before you eat it, you can smell it and then your brain knows this is going to be a good burger." "It's like the slogan for the burger " ""Your brain knows that this is going to be a good burger."" "It got off pretty slowly, but it's now, like, really kicking in now." "One, two, three, four, five, six, seven." " That's amazing." " There's another one, that's 12." " And there is another one, look, look." " Another one." "Another one!" "Pulled, pulled, pulled." " There we go, there we go." " Pulled." "They've just told us how much they've sold and it's completely blown my expectations." "For me, it really made me feel proud, strangely." "We wanted to say a massive, massive thank you for being astounding." "I cannot believe how many pulled chicken burgers you just made and they were all perfect." "If the teams are excited that's half the battle." "They make such a difference to what customers order and what sells in the restaurant." " Pulled chicken." " Pulled chicken." "If we get excitement from them it is a really good litmus test for how successful a product can be." "People have always put us in this one little niche, indulgent fried chicken and we are much bigger and broader than that." "And to be successful in 10 years we have to be known for more than just fried chicken." "It could be the future of KFC."