Chick-fil-A Manager Retention Issues
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Transcript of Chick-fil-A Manager Retention Issues
Jennifer BurnhamMatthew Hoffmaster
Matthew MartinHannah SimmonsAmanda Simula
It’s a Great Day at Chick-fil-A!
Mooresville Chick-fil-A• Worked with the operating partner, Darin
Wiggins
• Turnover issues with new managers• The last three Assistant Managers left the franchise
within a year of their hire date
• Methodology• Email• Topics• Surveys• Interviews• Analysis
CultureBased on biblical principles
Closed on Sundays
Culture very family-based
Dedicated to philanthropies
ASA• Employees Are drawn in by the culture
• Hired based on their propensity to fit in well with the company
• If new managers do not feel accepted or like the culture, there will probably be attrition
~• Cannot hire a good manager who engages
in behavior such as moonlighting at a strip club because it would upset the corporation
CultureCurrent managers all love the culture
Those managers believe the feelings are shared
Not everyone is as good of a “fit” as it may seem to managers:
All front-line employees said that they “fit well” but either:
did not like the culture “much”did not like the culture “at all”
Possibly, managers that left did not fit with the culture as much as they or management expected
CultureOrganizational culture should fit mission, values, and goals
Self proclaimed “Keys to Success:”
Customer serviceProduct qualityFranchisee relationsEmployee relationsPhilanthropies
CultureDiscrepancy between corporate beliefs and employee beliefs:
Team-members placed low significance on franchisee relations and employee relations
Employee relations ranked MUCH HIGHER in Mooresville store than the other store. (more on this later)
Socialization• Ongoing process of internalizing
organization’s culture
• No formal rituals practiced when new management came on board
• Team members felt that formal introduction of new management was important• Build respect for new management • Feel more accepted and comfortable in new position
CultureMooresville Store:
More family members who work thereMore friends at workPlace more emphasis on prior experienceBelieve “employee relations” more important than other location
Mooresville store could have a more developed culture leading to barriers to change, and lack of acceptance of new managers
Is the Cultural Pressure Too Much?
“We are watched very closely by Chick-fil-A... It's very weird.”
Personal questions often asked during interviews:
Marital statusNumber of dependentsInvolvement in community, civic, social, church, and professional organizations
Family members of prospective operators are often interviewed
Job Satisfaction• Idea that high performers having a
reduced probability of turnover as job attitudes elevated
• Current managers have a high level of job satisfaction
• Excited by the values of Chick-fil-A• Specifically Christian virtues and family values
• Front line employees think highly of management’s performance
• Clear that job satisfaction would have a tremendous affect on retention
Conclusions• Maintain a policy of seeking out managers that
hold the same family values and Christian virtues
• Promote from within as much as possible
• Essential to have some previous restaurant experience, preferably another Chick-fil-A location
• Current managers be a part of the interviewing process
• Formal introduction policy be established