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.

Bob's journey with Chick-fil-A started in 1998 with a question from a long time friend who was an Operator with Chick-fil-A. He asked Bob, 'Are you happy in your current job and would you ever consider working for Chick-fil-A?' Bob decided to look into Chick-fil-A and started to fill out the application.

A job at Chick-fil-A is more than just a job. It's a stepping-stone to a successful future in the world of business. Here are some of the great benefits of working at Chick-fil-A of Stillwater: Competitive Pay Along with a competitive paycheck, you will work in a nurturing environment where you will learn valuable business and people skills.
Chick-fil-A hasn't resorted to that measure yet (though many locations do discourage the use of cell phones once guests arrive at tables), but some of their employees sure wish they would. 'That's one of my biggest pet peeves when I'm working,' one employee confessed to Cosmopolitan before further venting.
A Chick-fil-A employee in Wilmington, North Carolina, has caught the attention of his community with his infectiously upbeat customer service and bright atti.

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.

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 Employee Handbook 2019

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

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By/Jan. 15, 2019 3:08 pm EDT/Updated: April 19, 2019 1:38 pm EDT

Chick-fil-A certainly feels like it's a little bit outside the box when it comes to the normal fast food chain. The employees seem a little bit nicer, it shutters its doors every Sunday, and insanely long lines are not outside the norm. We know that its food has made the southern chicken joint incredibly popular, but what's it like to work for the folks behind 'Eat Mor Chikin'?

Do you have to be religious to work there? Will you get to eat free chicken until you're too stuffed to cram another nugget in your face? What happens if you don't feel like being so nice? It's time we get to the bottom of these questions and more by going straight to the source. Current and former Chick-fil-A employees from all different levels in the organization have plenty to say when it comes to employment with the company behind our favorite fried chicken sandwich.

'My pleasure' is ingrained in their soul

If you've been to Chick-fil-A more than once, you've likely picked up on the fact that they don't say 'you're welcome' when dealing with customers, but 'my pleasure' instead. It's kind of their trademark. While definitely a trait that sets them apart from other fast food employees, people who have spent time in the chicken trenches seem to agree that the phrase quickly becomes part of your vocab.

One former Chick-fil-A manager who claims to have spent six years with the company revealed on Reddit that even three years after leaving, they still found themselves saying 'my pleasure.'

Lexi Stroud, another former chicken-slinger who spent two years with the business wrote about her experience on Odyssey. She said she 'hated' having to use the phrase, before adding just how much it wormed its way into her brain. 'Then it turned into the only way I would respond to the phrase 'thank you' whether or not I was at work or just having a conversation with friends. It took months to stop saying my pleasure after I stopped working at Chick-fil-A,' she says.

Customers on cell phones are a huge pet peeve

Cell phones are firmly planted in modern society and unfortunately, they've become an outlet for customer rudeness at restaurants. You've probably witnessed patrons allowing a phone or text conversation to take precedence over interacting with a restaurant employee who's trying to take a food order. You may even have (*gasp*) been guilty of it yourself. It's become such a problem that even in 2006 some restaurants were putting up signs asking customers to refrain from phone use. By 2018, it was a common rule at many restaurants.

Chick-fil-A hasn't r