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Case 7

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Case 7
LaToya Fraser
January 27, 2015
BUSA 4980
Chick-fil-A: Bird of a Different Feather Case #7

Chick-fil-A is known for their famous Chick-fil-A sandwich, but also for their private, family –controlled ownership structure, philosophy on management and biblical principles. Chick-fil-A uses the differentiation strategy to set them apart from other fast-food chains. Chick-fil-A mission was “To glorify God by being faithful steward of all that is entrusted to us and to have a positive attitude influence on all who come in contact with Chick-fil-A”, and to be “America’s best quick-serve restaurant.” One of their strategies they use to set them apart was focusing on people. This strategy included interview process, golden rule, consistent management, and loyalty and relationship. When it came to focusing on people. Mr. Cathy would stress over loyalty & relationship by stating that he would rather sacrifice growth and profit and focus more on a personal relationship. This strategy was based off his Golden Rule, which revolved around being closed on Sundays, holidays, and shortening hours. Mr. Cathy believed that Sundays were for worshiping the Lord and as for holidays and short hours were for his operators and employees to spend time with their love ones. He believed in being very loyal to his operators and treating them as they wished to be treated and in return. By doing so Chick-fil-A provides consistent management and ends up with a chance of low turnover rates and also by making sure that other Chick-fil-A chain restaurants were trained up on their knowledge management. This course helped manage people and their knowledge in the organization. These strategies have help Chick-fil-A build a customer base and receive plenty of awards for customer service. These factors play a role as well in their interview process. When it comes to hiring operators Chick-fil-A believes in carefully screening each candidate and going through a yearlong interview process. Also

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