Case Study Chick-Fil-A PDF

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RUNNING HEAD: CASE STUDY CHICK-FIL-A

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1. Provide an analysis of the brand's social responsibility, identifying and discussing its values, moral philosophy, and sense of social responsibilities (to community, employees, families, etc.). S. Truett Cathy’s quote best exemplifies Chick-Fil-A moral philosophy: “we should be about more than just selling chicken. We should be a part of our customers’ lives and the communities in which we serve” (Cathy, 2019). Chick-Fil-A has profound roots with its home state of Georgia. The companies headquarters were established in Atlanta, Georgia, and the Chick-Fil-A

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Foundation supports the Georgia community by addressing community issues like education, homelessness, and hunger. One of Chick-Fil-A values is to give back to the community it serves. “I have always found more joy in giving when I did not expect anything in return.” (Cathy, 2019). The founders believed that no matter the title or job description, kindness must be valued above anything else. Chick-Fil-A community impact is tremendous; it donates surplus food to local shelters and soup kitchens, provides scholarships to Chick-Fil-A worker totaling to the amount of $61 million, and volunteering their time for fundraisers and local events. Employees of the company donated their time and supplies on a Sunday to prepare food for first responders and people donating blood to victims of the Orlando Pulse nightclub shooting. Chick-Fil-A does not open on Sundays, but it made an exception to help the Orlando community. Closing on Sundays is a practice established by S. Truett Cathy so employees can spend time with their families. Being closed on Sundays is incredibly rare in the fast-food industry. During COVID-19, Chick-Fil-A was quick to respond by providing sick leave to their team members, implementing social distancing measures, and keeping restaurants open to the public. In some stores, they are offering free meals to healthcare workers. The companies core values are customer come first, personal excellence, continuous improvement, working together, and stewardship. Chick-Fil-A business strategy focuses on quality and customer service. The A in Chick-Fil-A stands for “grade A top quality.” In the company website Chick-Fil-A displays various awards concerning excellent customer service.

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2. Evaluate and identify the company's level of moral development (is it pre-conventional, conventional, post-conventional?). Be sure to provide a definition for and explain why you selected the level(s) you choose.

In my opinion, Chick-Fil-A can be identified with a post-conventional moral development. This level is characterized by a set of principles recognized as just and right. I believe Chick-FilA is at this level because they follow their own set of principles first established by S. Truett Cathy in 1946. Chick-Fil-A has several differentiators than those in the fast-food industry. One of S. Truett Cathy’s actions was to close on Sundays, allowing employees to pray, rest, and spend time with their families despite economic pressures to open on Sundays. Truett Cathy set up a scholarship fund to allow its team members to pursue higher education because Truett never went to college himself. Truett Cathy also set up a contract with his children agreeing that Chick-Fil-A will stay a private company. Chick-Fil-A holds a unique culture; going public would have meant a change to operating at a post-conventional level of moral development. Truett Cathy founded a legacy of giving, kindness, and family that does not exist in the fast-food industry. More importantly, he implanted a mindset of responding when different communities need help; for the victims of the Orlando Pulse shooting and during the COVID-19 pandemic. “We change the world, and ourselves, by our response to unexpected opportunities.” (Cathy, 2019).

3. Discuss the idea of "standing for something" vs. yielding to demands. Do brands need to please everyone?

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Chick-Fil-A has always been criticized by its Sunday policy. The company believes that employees deserve a day off to rest and spend time with family. The company has not yielded to the external pressure of customers and stockholders. Chick-Fil-A did not allow franchisees to open in stadiums, Super Bowl Sunday, and other events that other firms might look forward to because it was happening on a Sunday. This is a prime example that companies do not need to please everyone. In my opinion, brands cannot please everyone; brands continuously have to take a stand when it goes against their values. To this day Chick-Fil-A’s does not open on Sundays. Chick-Fil-A has “yielded” to fixing its image towards the LGBTQ community. Helping and serving victims and blood donors in the Orlando pulse shooting is admirable; it was also criticized as being a PR stunt to fix their image in the LGBTQ community. The CEO had made some Anti-LGBTQ comments that did not sit well with the LGBTQ community.

4. Identify and discuss the key success factors and successful leadership practices presented in the article, as well as the ensuing consequences and outcomes for employees, customers, and financial results. In this Chick-Fil-A case study, leadership was demonstrated throughout the history of the company. Truett Cathy presented specific values to the Chick-Fil-A workforce that are still present today. Chick-Fil-A leadership displayed optimism by helping their employees reach a higher education thanks to their scholarship program. They also showed integrity by showing that people can put their differences aside to help one another (the Orlando Pulse shooting). In my opinion, Chick-Fil-A leadership is supportive and participative. They show concern for the

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wellbeing of their subordinates, giving them Sundays off, and helping them pursue higher education. In my opinion, Chick-Fil-A is one of the best fast-food restaurants to work at; the staff is amicable and happy; their award-winning customer service can attest to that. Employees are also given opportunities to grow professionally and personally. Chick-Fil-A also understands the value of allowing employees some rest and the importance of spending time with their family. Customers are happy to wait until Monday to buy their meal because they know what Sunday means to Chick-Fil-A. Economically Chick-Fil-A was impacted by COVID-19 like any other fast-food chain but has been able to thrive by implementing safety measures like social distancing, mandatory gloves and facemask, and closing its dine-in service until further notice. They have done this because they are prioritizing employee and customer safety over profits.

References: “Home of the Original Chicken Sandwich” Chick-fil-A. N.p, n.d. Retrieved from: https://www.chick-fil-a.com/...