49
ANNUAL REPORT AND CONSOLIDATED ACCOUNTS 2013
In Angola, the brand closed the year with three units and
133 employees, some seven of whom were foreigners.
During the past year, KFC Angola opened one new res-
taurant in downtown Luanda, bringing the total outlets
in the country to three.
Ibersol initially decided that the project to establish KFC
in the country would be evaluated at the end of the third
year, following the opening of five units in different loca-
tions. Once this period has passed, an assessment will
be made of the maturity of the market and the accept-
ance of the product by consumers.
We are at the halfway point in this timetable, so it is still
too early to perform that assessment.
That being said, the market remains immature, and
there are few competing offerings. Furthermore, most
Angolans are still no in the habit of having lunch or din-
ner away from home.
This limits the size of the market. And we are still seeking
to understand the motivations of consumers and the best
way to adapt the business in its various aspects, namely,
suppliers, logistics and management of human resources.
For the above reasons, expanding the business will re-
quire detailed knowledge of the local environment and
of how things are done there.
However, there are certain conclusions that can be
drawn: consumers appreciate the product and the ser-
KFC
ANGOLA
vice we provide, and customers’ experience is positive.
Sales have performed in line with our estimates.
Our activity is being carried out in the same manner as
in other markets: in scrupulous compliance with the law
and with an uncompromising commitment to quality
(e.g. we carry out monthly analyses of the water we use
in our units for quality control purposes and we also
treat wastewater).
The company supports an event for the selection of
youth to attend a football school in Europe and is in-
volved on an ongoing basis in the recruitment and sub-
sequent training of Angolan employees. Excellence in
our products and services remain top priorities.
In terms of training, 25 shift employees and four unit
managers were certified. At the end of 2014, we expect
to hand over management functions for one of our units
to our first Angolan team.
Training continues to focus on guaranteeing proper man-
agement of restaurants using highly trained employees
in conjunction with Angolan teams, in order to provide
our customers with excellent products and services while
scrupulously complying with the brand’s standards, as
evidenced by the assessment of our “mystery customer”
survey that gave us an average score of 96.5%.
We expect to open a new establishment in 2014 in the
southern zone of Luanda.
