Ever since the first class for Process Improvement, I’m pretty sure I’m not the only one who thinks about every process that may happen in our day to day life now. We originally went over the process of ordering a hoagie on the screen systems at Wawa. I thought today, it would be fun to talk about the process in which allows us all to “Eat Mor Chikin,” Chick Fil A.
Chick Fil A employees go above and beyond to make your experience with them an A++ review. Let me tell you, I don’t think myself nor have heard from anyone to ever have a bad experience with Chick Fil A. 
There are many responsible reasons as to why Chick Fil A always has a customer leaving happy and with a smile due their business model. Chick Fil A relies on their customer service, top employee recruitment, and restaurant operations (1). As many may be aware, Chick Fil A takes pride in going above and beyond for their customers, such as refilling drinks, offering extra sauce, carrying heavy trays of food, and even opening doors for customers (1). As for maintaining that customer service, it all comes down to the recruiting process. As read, it seems to be a bit rigorous and can end up being a numerous amount of interviews before being selected. Chick Fil A wants to pick those who have a passion for the service they are about to endure (1). Lastly it’s all down to the way Chick Fil A operates it’s business with the processes it had to go through and continues to make changes in order for them to be as successful as they are.
Recently due to earlier in the pandemic with not allowing walk-ins to the fast food chain, drive thru lines at Chick Fil A could end up wrapped around the chain and down the street. As mentioned, Chick Fil A works hard for how they operate their chains in order to keep up with the best customer service and the demand for carryout and drive-thru (3). The process has changed due to the enhancement of technology and the demand of serving well over a 100 cars at its peak hours (3). Instead of its traditional speaker box drive-thru, they have transitioned to “face to face.” Even though you’d think due to covid that wouldn’t be the smartest, but Chick Fil A makes sure the safety of the employees comes first, providing masks to all. It’s not always about the speed of getting the food from the kitchen to the customer, but making sure it’s right because nothing is worst than a customer pulling out of the chains parking lot and realizing they didn’t get all the order correct. As some may know speaker box can be tricky, and you may wonder how face to face works, well with technology they have tablets, in which the order is sent straight to the kitchen and other employees ahead at check points (2). These tablets also have a way of swiping cards if not paying with cash and an option to even tip the employees, in that case why wouldn’t you due to all the hard work they provide (3)!
Technology is always changing and being updated, and Chick Fil A makes a point to always think ahead and keep up with the changes, especially since they believe the number will only increase from here on out for drive-thru (2).
References:
[1] https://digital.hbs.edu/platform-rctom/submission/chick-fil-a-a-model-that-has-us-all-eating-mor-chikin/
[2] https://thechickenwire.chick-fil-a.com/inside-chick-fil-a/how-does-chick-fil-as-drive-thru-move-so-fast
[3] https://thechickenwire.chick-fil-a.com/inside-chick-fil-a/behind-the-scenes-of-the-chick-fil-a-drive-thru
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