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Process, People, and Purpose: Operations the Chick-fil-A Way

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Manage episode 518877492 series 2509736
Content provided by IISE, Institute of Industrial, and Systems Engineers. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by IISE, Institute of Industrial, and Systems Engineers or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Process, People, and Purpose: Operations the Chick-fil-A Way

Behind every lightning-fast drive-thru order at Chick-fil-A is a carefully designed system supported by real people who care — and continuous improvement that never stops. In this episode of Problem Solved, Elizabeth Grimes talks with Sam Hartman, multi-location Owner/Operator, and Matt Riley, VP of Enterprise Solutions, to uncover how Chick-fil-A balances efficiency with genuine hospitality.

They discuss:

  • Why the right people + thoughtful training matter more than any process
  • How simple operational tweaks — even moving the cups — can save seconds that scale to hours
  • Why “my pleasure” is more than a catchphrase — it’s a cultural mindset
  • How Chick-fil-A uses data, observation, and feedback loops to refine systems every day
  • What leaders can learn about feedback culture, hands-on leadership, and developing talent

This conversation reveals what truly drives Chick-fil-A’s reputation: not just speed, but purpose, consistency, and care.

Learn more about The Institute of Industrial and Systems Engineers (IISE)
Problem Solved on LinkedIn
Problem Solved on YouTube
Problem Solved on Instagram
Problem Solved on TikTok

Problem Solved Executive Producer: Elizabeth Grimes
Interested in contributing to the podcast or sponsoring an episode? Email [email protected]

  continue reading

241 episodes

Artwork
iconShare
 
Manage episode 518877492 series 2509736
Content provided by IISE, Institute of Industrial, and Systems Engineers. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by IISE, Institute of Industrial, and Systems Engineers or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Process, People, and Purpose: Operations the Chick-fil-A Way

Behind every lightning-fast drive-thru order at Chick-fil-A is a carefully designed system supported by real people who care — and continuous improvement that never stops. In this episode of Problem Solved, Elizabeth Grimes talks with Sam Hartman, multi-location Owner/Operator, and Matt Riley, VP of Enterprise Solutions, to uncover how Chick-fil-A balances efficiency with genuine hospitality.

They discuss:

  • Why the right people + thoughtful training matter more than any process
  • How simple operational tweaks — even moving the cups — can save seconds that scale to hours
  • Why “my pleasure” is more than a catchphrase — it’s a cultural mindset
  • How Chick-fil-A uses data, observation, and feedback loops to refine systems every day
  • What leaders can learn about feedback culture, hands-on leadership, and developing talent

This conversation reveals what truly drives Chick-fil-A’s reputation: not just speed, but purpose, consistency, and care.

Learn more about The Institute of Industrial and Systems Engineers (IISE)
Problem Solved on LinkedIn
Problem Solved on YouTube
Problem Solved on Instagram
Problem Solved on TikTok

Problem Solved Executive Producer: Elizabeth Grimes
Interested in contributing to the podcast or sponsoring an episode? Email [email protected]

  continue reading

241 episodes

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