Management, 12th Edition

9

Control Processes and Systems

Wisdom Learning From Others

> CONTROL LEAVES NO ROOM FOR COMPLACENCY

You can get a tasty sandwich at one of its restaurants, but don't plan on stopping in on a Sunday. All of chick-fil-A's 1,270 stores are closed. It is a tradition started by founder Truett Cathy, who believed that employees deserve a day of rest.

Current President Dan T. Cathy says the rest day is part of the firm's success. “If we take care of our team members and operators behind the counter, then they are going to do a better job on Monday. In fact, I say our food tastes better on Monday because we are closed on Sunday.”¹

Chick-fil-A's mission is to “Be America's best quick-service restaurant.” And president Truett believes in “continuous improvement” to upgrade menus and stores even after years of increasing sales. Woody Faulk, vice president of brand development, says: “It would be very easy for us to pause after a successful year, but in doing that, we would be in jeopardy of falling into a trap of complacency.”

The results seem to speak for themselves. Chick-fil-A is the 2nd largest chicken restaurant chain in the United States. Its turnover among restaurant operators is only 3%, compared to an industry average as high as 50%. And, it has an enviable record of sales growth for 44 years.

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