Chick-fil-a business program

1. Chick-fil-a:
Not Enough Hens in Hen house
Solutions for solving staffing shortage
Erin Lose

2. What is going on?
Chick-fil-a has recently developed a corporate
wide change to how franchisees serve their
customers.

3. What is going on?
• Like all changes there is
a chain reaction of
updates that need to be
made in order for the
system to work
properly.

4. The Change
• Chick-fil- a has instated a new system which
entails that customers have a seat at a table and
their food will be delivered to them instead of
waiting at the counter for their food.
• This creates less congestion at the counter and
separates them from other fast food competitors.
• Customers love the new system because it makes
them feel special.

5. The Problem
• Not enough staff for new
system, which changes how the
store operates.
• Employees are more stressed
because they are being forced to
wear multiple hats.
• Managers carry more of a
burden because they do not
have enough staff to properly
serve customers.
• Customers feel like the system
takes longer to get their food
than it did previously.
• Speed of Service Scores have
decreased since implementation

6. Key Success Factors
• Food Is delivered in a more timely manner.
• Employees feel more at ease with the change and
are able to treat each customer with care.
• Employees give customers more attention
because they are not as stressed about having to
do multiple jobs.
• Managers are in agreement with the new system
and how to properly staff peak times.
• Customers are more satisfied with quality of
service.

7. How to fix this
• Add more employees
• Create a system for
delivering food to the
customers.
• Ask the customers how
chick-fil-a can improve
the system.
• Visit other stores to see
how they operate the
food running system

8. Strategic Option
I suggest that the store follow these
steps in order to reach maximum quality
and service.
1. Schedule one extra person during
peak times (Lunch and Dinner) to
deliver food to tables.
2. Examine how other stores operate
under the new system.
3. Ask the customers to evaluate your
performance through an additional
survey, until they get all the loose
ends tied up
4. Evaluate all of the surveys each
week and share the results with the
management team.
5. Make changes accordingly, to what
makes sense and what the
customers want/need.

9. Benefits of Strategic Option

10. Risks of Strategic Option
• Higher payroll cost
• Staff is not properly scheduled leaving times where
the food runner is not necessary.

11. Eat Mor Chikin Be Hapi
Chick-fil-A needs to implement a system to
better serve their customers. They put in
place the food delivery system without first
adding employees and seeing what was
needed to increase or maintain quality.
If Chick-fil-A doesn’t develop a system to
improve, customers will complain and
potentially stop eating inside the
restaurant leading to long drive through
lines and possible loss of profits.