MGT 760 Chick-fil-A – Performance Management and Key Business Factors Performance Management is a process for establishing a shared understanding about what is to be achieved and how it is to be achieved. It is an approach to managing people that increases the probability of achieving success. In regards to the definition, Chick-Fil-A has a consistent and calibrated performance management process. They have been focusing on how to develop enough leaders, fast enough to create healthy growth. Leadership is the main part of the company’s success formula.

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The exact same phrase can be found in the employee handbook for a Hollywood, California Chick-fil-A and a Chick-fil-a in Orlando Park, Illinois. And a ' Team Member Appearance ' memo from a Chick-fil-A on Fulton Street in New York City goes so far as to dictate that any team member presenting improper facial hair at work 'must go buy a razor and shave before being clocked in or be sent home.' The average Chick-fil-A store produced $2.7 million in revenue in 2010, which was $300,000 more than second-place McDonald’s, according to www.ajc.com. And turnover at Chick-fil-A stores for both franchise operators and hourly workers are both far below industry averages, according to Forbes.

They have a do-it-yourself leadership development culture. First of all they defined leadership at Chick-fil-A. They interviewed leaders within the company. After discussions they realized they needed more information. They decided to supplement their internal interviews with a survey of global best practices. As final part of process they read 200 books on leadership. They had a picture of leadership definition which is similar to iceberg. According to this model, like iceberg’s 90 percent is underwater, leadership character is hard to see. 0 percent is represents the skills of leaders. And they want to combine leadership and characteristic skills. They have seen character is 90 percent of what makes a leader. They want to do their best to select men and women of character and focus on helping them develop their skills as leaders. After that, they identified best leader skills. These are; 1- See the future: It is the vision skill, ability to improve business for future. 2- Engage and developed others: They want managers reach and develop their employee’s potential. - Reinvent continuously: It means that the leader is the catalyst for continuous improvement and innovation. It involves the leader’s continued growth and development. 4- Value result and relationship: They agree the idea that results are critical. But also they believe that results alone not sufficient. They want to maintain tension between results and relationship. 5- Embody the values: The leaders that know their values, share their values and live their values earn the trust of people. Their actions become an important shaping tool in the culture.

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As a result of definition of leadership and defining the skills that a leader should has, their goal is to select the right people, provide them the skills they need, and challenge them to guard their motives. In addition to performance management process, Chick-fil-A has successful business practices. They escaped the effects of recession well. One of the key factors that they were not affected by recession is the ability to absorb and pollinate great ideas. They could find very useful but cost nothing ideas. They have been always trying new things and experiments.

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As an example, he mentions the idea of inviting the first 100 customers who come in when they opened a new store to eat at Chick-fil-A for a year. That created millions and millions of dollars worth of publicity for Chick-fil-A. Besides that, they have a very rigorous hiring process. They are looking for competence, character, and chemistry. Competence is the knowledge and skills to do the job. As mentioned before, in the evaluation of character, moral choices and decisions are very important. In chemistry, they are looking for the ability to inspire, excite, and motivate other people.

The company has a 97 percent retention rate. They have free food, free fitness center with hot showers, towels and child care center. When an employee has a problem, they try to help and got him or her into a rehab program. They influence on people’s life. They do a review annually with their executives committee. Everyone has a performance assessment. They look at fast trackers and people who need extra mentoring to be sure that they are developing them at the right rate. They change with changes. They saw a big shift in 1990s and they simulated what the whole operation would be like. It helps them to be ready for changes.

Innovation is a very important topic for them. They are getting ready to open an innovation laboratory. They want everyone to be a part of the innovation process. To improve customer service, they had conversations with people outside their industry. When customers pay them $6, they get what they really want and they feel good about the transaction. And relationship follows the service. Also they see social media as leveraging influence. In conclusion, their corporate purpose is glorifying God by being a faithful steward. The long view and the purpose of this whole enterprise is to positively impact people’s lives.

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Chick Fil a – Performance Management. (2018, Jul 03). Retrieved from https://phdessay.com/chick-fil-a-performance-management/

Chick-fil-A may be best known for serving a mean chicken sandwich, hot waffle friesand that oh-so-delicious Chick-fil-A Sauce, but our restaurants are also known for another secret sauce: our friendly team members. Maybe they’re happy because of easy access to chicken nuggets, or maybe it’s because they simply love serving customers. Either way, our restaurant team members reveal seven reasons why they think it’s awesome to work at Chick-fil-A.

1. You learn leadership and management skills.

Sure, Chick-fil-A is a restaurant company, but it’s also a great place to build your resume. Most local franchise owners offer management positions in their restaurants, and many focus heavily on mentoring and professional development. For example, Portland, Oregon restaurant Operator Brian Davisstarted a program in his restaurant to teach millennial team members the leadership skills needed to excel both at Chick-fil-A and beyond.

2.You can earn a college scholarship.

Since 1973, more than 36,000 restaurant team members have received a scholarship to attend the college, university or technical school of their choice. Recently expanding the scholarship initiative known as Remarkable Futures, Chick-fil-A team members can now receive up to $25,000 in scholarships, as well as access to tuition discounts and other educational benefits at more than 70 schools around the country.

3. You’re off work every Sunday.

Where else can you count on a guaranteed day off every weekend? Being closed on Sunday is a practice founder Truett Cathy established when he opened his first restaurant in 1946. He wanted to give employees a day off to rest and spend time with family and friends—it’s a philosophy we still hold true to today.

4. The food.

Need we say more? If you are obsessed with chicken nuggets, or can’t get enough Chick-fil-A Frosted Lemonade, then working at Chick-fil-A might be your happy place. Bonus: many local franchise owners offer team members a free meal during their shift.

5. You’ll make lifelong friendships.

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Spend some time behind the counter in any Chick-fil-A restaurant, and you’re guaranteed to hear laughter, good-natured ribbing and lots of encouragement. Because the culture is one of support and camaraderie, many Chick-fil-A team members make friends for life, or if you’re lucky, you might meet your future mate.

6. Celebs love it, too!

From music and TV stars, to athletes and one of the top news men in the business, celebrities can’t resist the call of the Chick-fil-A Chicken Sandwich… which means you never know who will stop in the restaurant.

7. You’ve got a path to a fulfilling career.

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The majority of our restaurant owners -- more than 60 percent, in fact -- have Chick-fil-A experience. Whether you want to be a Chick-fil-A Operator or have dreams that lead you to pursue a career outside the restaurant business, working at Chick-fil-A can lead to opportunities for lifelong personal and professional growth.