Organization Review ChickFilA LDRS 3104 FALL 2015 HEDIEH

Organization Review: Chick-Fil-A LDRS 3104, FALL 2015 HEDIEH YAZDANI, CATHERINE CHRISTIAN, KEVIN FRIEND, JAKE KOONTZ

Introduction Chick-Fil-A, Christiansburg, VA location A “quick-service” chicken restaurant Mission: “ To glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come into contact with Chick-Fil-A Group interest was based on: Effect of religious values on company success Strong stances on social issues Atmosphere and attitude of employees

Process Initial, broad research Values Products Media attention Contacted Christiansburg location Sent two contact emails and left three voicemails before making contact and scheduling interviews Conducted Interviews on 11/13/15 Haley: Quality Director Matt G. : Team Leader under Hospitality & Service Ariana: Team member Report of findings and recommendations

Appendix A: Timeline

Findings Organizational Culture Community based Spirit Nights Personal connection with the costumers Instances with regulars Interviews and Hiring Criteria Each manager looks for different qualities Haley: Matt: Prior work experience in the industry Kevin: Social skills, charisma Community Service Interest Do not look for a specific faith or background when hiring Something applicants usually think about more

Findings, continued Religious Culture Matt: “An open book, as beliefs go” Many positive Christian values are reflected in the organization Commitment to Communty, Motivation Varies on the employee try to match incentives with each person Free lunch meal Duty/ job preferences Challenges Keeping employees focused High turnover rate Employees with a lack of experience Similar ages between managers and team members

Appendix B: Organization Structure

Discussion Hedgehog Concept What they are the best in the world at: fast, clean, and quality service Passion: High level of care and attention to the lives of their guests. “First Who…Then What” Hire employees with unteachable qualities Experience Backgrounds in service Charisma Social skills High Employee Turnover Employees consist mostly of full-time students

Recommendations Name the Elephant in the Room High employee turnover Solution: adapt in a two-tier option Emphasize the company’s mission Utilize physical reminders and rituals Increase charitable efforts and community service Seek out young, excited individuals First Who…Then What Look for individuals with company loyalty

Sources Collins, J. C. (2001). Good to great. New York: Harper Business. Heifetz, Ronald; Grashow, Alexander; Linsky, Marty. The Practice of Adaptive Leadership. Harvard Business Review Press. 2009. “How we Give. ” How We Give. Chick-Fil-A, n. d. Web. 20 Nov. 2015