Chick Fil A Culture Analysis

Chick fil A is a unique company and is clearly different from most fast-food restaurants, employees are kind and helpful and maintain a clean environment no matter where they located. As stated previously Chick-fil- A’s corporate purpose is constructive and emphasizes their culture “To glorify god by being a faithful steward of all that is entrusted to us. To have a positive influence on all who come in contact with Chick-fil- A.” (cite) This statement really shows how the company’s leadership has created a culture where service is just as important as profit. The emphasis for this section of the paper will be to research and analyze how Chick-fil-A makes people a priority and how doing things in an uncommon way has really helped Chick-fil-A

The textbook Managing for Quality and Performance Excellence- Evans 10e states that in order to promote a positive quality culture an organization should recognize and reward its employees, and include public acknowledgement for good performance as well as tangible benefits (Evans). Chick-fil-A does an excellent job of doing just that. One example of how they provide rewards for its employees is by selecting qualified employees to be granted a restaurant team member scholarships, that help restaurant team members achieve their dreams of higher education. “Since 1973, we have awarded approximately $45 million to 42,200 team members” (Chick-fil-A). Figure 2 By providing such rewards Chick-fil- A increases their employee loyalty as well as well as increasing employee satisfaction, which in turn increases profits and increases customers as well as their satisfaction. One of the most unique and uncommon things about Chick-fil- A is that they are completely closed on Sundays. They provide an opportunity for their staff to rest and worship. As stated in the article… “This organization is about something bigger than themselves and the food they serve is just a means to impact the world.”

Chick-fil-A’s uncommon practices has allowed them to be recognized in the business community with Consumer Choice Awards, which are based on customer service reviews (chick). As mentioned in previous sections of this paper Chick-fil-A makes sure their customer service is beyond other fast food services, employees at Chick-fil-A use phrases such as “my pleasure” to guarantee that every service is personalized. Chick-fil-A has created a culture of asking for a customer’s name rather than a number when ordering. Maintaining clean dining rooms, is a very difficult task for other fast food restaurants but at Chick-fil-A’s restaurants you will always see employees making sure all is clean. All of these factors has led to Chick-fil-A receiving the Consumer Choice Awards® top spot in the category, “Provides Value Through Service.” Chick-fil-A was one of more than 120 leading U.S. restaurant chains across 60 different categories reviewed in the annual study. Technomic, an industry leader in food research and products, conducted the analysis, evaluating more than 100,000 customer visits to inform the awards.(