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Create Raving Fans Building Relationships to Build the Business v
Casting the Vision Leadership Purpose Mission
Living a Legacy
To glorify God by being a faithful steward of all that is entrusted to us. To have a positive influence on all who come in contact with Chick-fil-A.
Mission Be America’s Best Quick-Service Restaurant
Sustainable Growth Strategy Official Corporate Strategy Distinctive Competence Basis of Competitive Advantage Strategic Action
Official Corporate Strategy What We Say – Create Raving Fans “Build Relationships to Build the Business”
What is a Raving Fan? –Comes more often –Pays full price –Tells other people about you
Basis of Competitive Advantage What it Takes to Win – Deliver a great experience every time!
Distinctive Competence What We Have – Focus and Discipline –People – Food
Strategic Action What We Do – Execute Operational Excellence – Great Food – Great People – Clean Restaurant
© 2008 CFA Properties, Inc.14
Strategic Action Deliver 2 nd Mile Service Go above and beyond customers’ expectations.
© 2008 CFA Properties, Inc.16
Strategic Action Deliver 2 nd Mile Service – Honor, Dignity, and Respect – Warm Welcome – Anticipate Needs – My Pleasure – Fond Farewell
Strategic Actions Create Emotional Connections – – Food – Cows – People – Influence
© 2008 CFA Properties, Inc.19
A Culture that Cares – Internal Selection Environment
CULTURE Make it Personal
Build Relationships to Build the Business Create Raving Fans – Make it Personal
Copyright © 2005 by South-Western, a division of Thomson Learning, Inc. All rights reserved. 1-1 Management, Leadership, and the Internal Organization.
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