Running head: CHICK-FILL-A ACTION PLAN 1 CHICK-FILL-A ACTION PLAN 2 Chick-fil-A Action Plan Chick-fil-A Action Plan The Chick-fil-a organization hired Team C as consultants to address needs this organization feels needs resolving. Team C was able to develop a project plan that will address the needs of this organization. Team C created an action plan to help the organization better understand the process of the project plan. In this action plan summary, Team C will discuss the data collection process, the different measures used to for the action plan, taking the data collection and converting into monetary value. Team C will discuss how to take all this information and utilized it terms of training and development for Chick-fil-A. Data Collection Collecting data for the project is done to assess how well the project is meeting, or has met the stated goals and objectives. According to Shays (2005), “Data collection is a delaying tactic to decide where to begin" (pg1) There are multiple ways to collect the data including questionnaires, surveys, interviews, and focus groups are types of data collection that require human interaction. Collection methods would be ideal in helping the project team evaluate the differences in customer service, before and after the training. Measurement tests, simulations, and observation are a few other ways for the researchers to collect data. Measurement tests, simulations, and observation are meant to evaluate the depth of the employees learning or practical application of the skills taught as a part of the training program. This is ideal for Chik-fil-A’s training program evaluation. Project teams must research each data collection method to ensure they have selected the best methods of collecting the data for their project, so they are able to properly assess the project's performance (Phillips et al., 2015). Methods for Data Collection To ensure project success, the consultant will utilize different data collecting methods. The consultants will conduct interviews with top management to gather input at the reaction level. These interviews will provide a clear understanding of how main stockholders and top management perceive the project, how useful do they believe it will be and how effective do they perceive the chosen communication methods. Feedback on the reaction level is essential to ensure customer satisfaction. Data collection for the learning level will consist of a small survey given to the trainees. A small survey with mainly close-ended questions will provide information on how the new training program skills are received. Addressing the learning objective will be key in knowing if the trainees understand the new tools and if the learning process is being effective. Application and implementation level are to measure the various times during the project. Prior every location manager is trained, they will be provided with an action plan with step by steps instructions on h ...

1. Running head: CHICK-FILL-A ACTION PLAN
1
CHICK-FILL-A ACTION PLAN
2
Chick-fil-A Action Plan
Chick-fil-A Action Plan
The Chick-fil-a organization hired Team C as consultants to
address needs this organization feels needs resolving. Team C
was able to develop a project plan that will address the needs of
this organization. Team C created an action plan to help the
organization better understand the process of the project plan.
In this action plan summary, Team C will discuss the data
collection process, the different measures used to for the action
plan, taking the data collection and converting into monetary
value. Team C will discuss how to take all this information and
utilized it terms of training and development for Chick-fil-A.
Data Collection
Collecting data for the project is done to assess how well
the project is meeting, or has met the stated goals and
objectives. According to Shays (2005), “Data collection is a
delaying tactic to decide where to begin" (pg1) There are
multiple ways to collect the data including questionnaires,
surveys, interviews, and focus groups are types of data
collection that require human interaction. Collection methods

2. would be ideal in helping the project team evaluate the
differences in customer service, before and after the training.
Measurement tests, simulations, and observation are a few other
ways for the researchers to collect data. Measurement tests,
simulations, and observation are meant to evaluate the depth of
the employees learning or practical application of the skills
taught as a part of the training program. This is ideal for Chik-
fil-A’s training program evaluation. Project teams must
research each data collection method to ensure they have
selected the best methods of collecting the data for their
project, so they are able to properly assess the project's
performance (Phillips et al., 2015).
Methods for Data Collection
To ensure project success, the consultant will utilize different
data collecting methods. The consultants will conduct
interviews with top management to gather input at the reaction
level. These interviews will provide a clear understanding of
how main stockholders and top management perceive the
project, how useful do they believe it will be and how effective
do they perceive the chosen communication methods. Feedback
on the reaction level is essential to ensure customer satisfaction.
Data collection for the learning level will consist of a small
survey given to the trainees. A small survey with mainly close-
ended questions will provide information on how the new
training program skills are received. Addressing the learning
objective will be key in knowing if the trainees understand the
new tools and if the learning process is being effective.
Application and implementation level are to measure the various
times during the project. Prior every location manager is
trained, they will be provided with an action plan with step by
steps instructions on how the rollout of the new training
program will be. Training the locations managers utilizing
action plan; afterward, the training mangers will be able to give
feedback on the effectiveness of the action plan. The
consultants will conduct focus groups by area with the purpose
of collecting feedback on how useful the training program will

3. be and what challenges might the locations experience while
training all other employees.
The impact will be measured utilizing ROI data and overall
project performance. After the project is implemented and ROI
is measured, questionnaires will be conducted at the top
management level to gather feedback on the value the project.
To finalize the consulting process, performance monitoring
before, during and after the project provide the last results of
effectiveness and value of the project. Lastly, internal
performance monitoring should be done quarterly to ensure
project effectiveness and longevity.
Measures
The motive of measuring the performance of the data received is
to use that data for service improvement. By measuring
performance and benchmarking that performance, Chick-fil-A
can gain information to improve the quality, delivery, cost, and
cycle time of our services. An assortment of issues should be
reported to appropriately measure the inputs. While some are
essential, and others are optional, some measures would be
appropriate to try as inputs in the consulting project. The nine
measures about the Consulting Project with Chick-fil-A are as
follows:
· The type of project
· The functions in the organization where the project is located
· The users of the project, the people directly involved (the
participants):
· The support staff and others who may be involved
· The timing of involvement of all parties
· The duration of the involvement
· The place of involvement
· The cost of the project, including direct and indirect costs
· The inefficiencies surrounding the project
The input data that is measured before the project, regarding the
proposed project will be used as the benchmarked
measurements. Measurements during the project as resources

4. are utilized and individuals become involved. For example: The
Type of Project measurement for Chick-fil-A has a fixed label
as “Evaluating the Needs for Training and Development,” the
Place of Involvement is distinguished at the local restaurants,
the users and support staff consist of a mixture of front line
staff and management as well as HR representatives and
franchise owners, whereas the “inefficiencies surrounding the
project” is measured throughout the duration of the project as
they arise. The timing and budget measurements are hybrid due
to formerly being projected as well as measured out throughout
the duration of the project.
Converting Data to Monetary Values
There are two types of data: tangible and intangible
data. Intangible data consists of the skills gained by employees
and good services. Tangible data is the money made regarding
profits. The intangible data can be converted into monetary
value. There are a number processes used in converting
intangible data into monetary value. Chick-fil-A training
program will help in ensuring that the intangible data is
converted into monetary value.
The first step in the process is to identify the skilled personnel.
Most of the employees are rich in intangible data, and it is the
responsibility of the organizations to identify such data and use
it to benefit both the employees and the organization (Burkett,
2016). After identifying the skills in employees, the
organization should take the initiative of ensuring that skilled
employees are taught on their strengths.
The organization teaches the employees on how to provide
quality services to the customers, how to be skilled and how to
create loyal customers. This helps in converting intangible data
into monetary value in different ways. Employees are providing
quality services to the customers ensure customers are more
encouraged to repeat returns.
Having loyal customers is also another process of
converting intangible data to monetary value. A loyal customer
hardly purchases from other companies or shops; loyal

5. customers are likely to stick with the company through thick
and thin. When a company gains loyal customers, there is an
increase in sales. An increased number of loyal customers can
effect on the organization’s financial statement.
The employees also benefit in different ways like making more
tips and earning from overtime shifts. Skills are the core to the
success of any business (Burkett, 2016). A skill is a magnet that
pulls all customers who love quality products and services
towards a company. Hiring skillful employees is adding value to
an organization. Chick-fil-A is an organization that has known
the secret to making profits by ensuring that it invests heavily
in converting intangible data to monetary value.
Use of Information
The information collected will be used to measure how training
and development improved Chick-fil-A. The data collected will
help the organization evaluate the improvements in customer
service has affected the company but also where areas of
improvement are still needed. Evaluating the data collected
during the project allows the organization and the team to make
changes as needed, such as developing more training programs.
The measures collected analyze if there was an increase in
profits, increase in customers, fewer complaints, and the
utilizing of social media. Intangibles such as these have a major
effect; it is important to measure such things like customer
complaints on customer service.
Conclusion
Chick-fil-A and Team C working together have been able
to develop an action plan that will help address the needs of this
organization. The action plan summary is broken down how the
team plans to assist this organization to implement the project
as well as collection and analysis all the data to make
improvements as a need to the project. Evaluating the collected
data to ensure the results are favorable to the organization, and
ensure that the organization continues to grow and increase its
revenue and maintain its customer's satisfaction.

6. References
Burkett, H. (2016). Data Conversion: Calculating the Monetary
Benefits. New York: John Wiley and Sons.
Philips, J. J.,Trotter, W., & Pullman Phillips, P. (2015).
Maximizing the Value of Consulting. Hoboken, New Jersey:
Wiley & Sons, Inc.a
Shays, E. (2005, December). DATA COLLECTION? Save
Yourself the Trouble. Consulting to Management, 16(4), 1.
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ECON CLASS-JEN

7. 1.
The main types of taxes used to fund the public sector include
income taxes, payroll taxes, property taxes, sales taxes, and
excise taxes. While other taxes exist, these five types of taxes
are the most prominent and generate the majority of revenue
used to fund the public sector.
The Federal Government raises the majority of its revenue from
the combination of income taxes, payroll taxes, and excise
taxes. These taxes raised approximately 94.1% of federal tax
revenue in 2013 (Miller, 2016, p. 134). Corporate income taxes
generate additional cost to the producer which must be passed
on to the consumer in order to generate profits. Individual
income taxes reduce the amount of capital the consumer has to
spend. Payroll taxes are shared equally by both the producer, in
this case the employer, and the consumer; however, the real cost
is passed on to the consumer in the form of reduced wages
(Miller, 2016, p. 135). Finally, excise taxes are levied on the
product and must be paid by the producer. Ultimately, the
consumer is affected by the higher price and ends up paying a
portion of this tax.
State and Local Governments raise their tax revenue, which
accounted for 47.4% of total revenue, from sales taxes, property
taxes, and income taxes (Miller, 2016, p. 134). Sales taxes
affect mainly the consumer. The additional cost is not passed on
to the producer. Property taxes are assessed on the value of
property owned. The consumer bears the burden of these taxes,
and as a result, there are residual effects on producers due to a
lower demand for high value items. The impact of income taxes
is the same for the producer and consumer as discussed in the
preceding paragraph.

8. 2.
The government finds numerous ways to fund governmental
operations through taxing at a federal, state and local level.
There are many types of taxes excised at each level of
government. The most well- known tax is arguably the federal
income tax, although most states also collect income tax.
Alaska, Florida, Nevada, South Dakota, Texas, Washington and
Wyoming do not collect state income tax (Kahn, 2015) In the
United States the income tax is progressive, meaning that as the
taxpayer earns more money the tax rate raises. In effect, those
who make the least money pay the lowest taxes proportionally
whereas those earning the most pay the largest amount
proportionally. Regressive and proportional taxes are other
types of income taxes. A regressive tax has those making the
least money paying the highest proportionally and the highest
earning paying the least. A proportional tax, also called a flat
tax, has all taxpayers paying the same proportion of their
income.
The federal government also collects Social Security, or FICA
tax, medicare tax, capital gains taxes, and corporate taxes. The
tax burden of some of these are spilt between the employee and
the employer. (Miller, 2016 p 119) It also institutes pollution
taxes, or effluent fees as an incentive to prevent pollution by
companies. (Miller, 2016 p. 109)
Other than income taxes the government collects sales taxes.
These taxes are typically paid to state and local governments.
They are paid most times an item or service is purchased, with
some exceptions based on locality.
Local and state governments may also collect property taxes,
gasoline taxes, luxury item taxes, hotel occupancy taxes, utility
taxes and vice taxes.
The large number of taxes affects both producers and
consumers. Producers are able to pay their employees less due
to their responsibility to pay taxes for those employees. If a
producer is taxed at a higher rate because the government deems
their product to be a vice or due to the manufacturing process

9. of their product being environmentally unfriendly that producer
will likely limit production. The producer must take taxes into
consideration when determining how much product they will
supply.
Consumers are also affected by nearly all of the above named
taxes, as well as several that I may have missed. Ultimately the
individual consumer is responsible for all taxes. The producer
can be expected to pass along their tax burden to the end user.
Taxes play an important role in deciding how and where
consumers spend their money. This is noticeable in localities
where there are differences in tax rates within close proximity.
As an example, my hometown of St. Louis, Missouri is adjacent
to several counties in Illinois. Missouri has lower gasoline and
tobacco taxes. As a result, many people purchase gas and
tobacco in Missouri rather that Illinois.
3. Taxes play an important role in government’s manipulation of
fiscal policy. When the government seeks to expand production
and GDP it will implement an expansionary fiscal policy
wherein it either increases government spending or decreases
taxes. When the government seeks to slow economic growth it
will implement a contractionary policy by either reducing
government spending or increasing taxes.
Do you think a reduction of taxes by the government actually
helps to increase spending and production in the economy or do
you think it only increases savings?
4. The government has various sources of tax that it can utilize
to fund the public projects. The first one is the revenue
collected from businesses in the form of business registration
every year. Each business is supposed to pay annual registration
to the government hence acts as a source of revenue. The other
tax is the capital gain tax that refers to the tax obtained from
the sale of an investment such as stocks, bonds, and property.
The government collects revenue to finance public projects

10. (Salanié, 2011). The other one is the income tax that is levied
on employment income of the citizens. The other tax is the
corporate tax that is levied on the profits of a corporation.
Another one is dividend tax levied on the dividends paid to
company’s shareholders. These taxes act as the source of
income to the government to facilitate public projects. The
taxes, however, have an impact on both the producers and
consumers in an economy (Salanié, 2011). The cost of
producing goods and services becomes high for the producers.
In return, the prices commodities shoot up making it harder for
the consumers to satisfy their utility. The taxes affect the low-
income earners where earnings are also taxed hence they are left
with little for expenditure at their disposal.