Motivation, Decision Making and Ethics Do you like chicken sandwiches? Have you experienced Chick-fil-A? Chick-fil-A is a fast food restaurant founded by Truitt Cathy in 1946, in Hapeville, Georgia. The business has grown from a small town grill restaurant into a multibillion dollar conglomerate. The success of this quality business can be attributed to key elements of motivation, decision making, and ethics, its founder instilled from the beginning. This paper will examine how these three elements contribute to the success of this quality business.
Motivation
Three means of motivating employees for both quality and quantity of efficiency and effectiveness in the Chick-fil-A organization, would be through meeting individual basic psychological…show more content… 92). Autonomy of employees in the workplace provide a greater sense of satisfaction coupled with greater responsibility. Chick-fil-A has a training video that employees watch, conveying the importance that each customer that walks through the door has their own life story to tell. The video is emotionally touching, evoking thought and providing a new perspective when greeting a customer for the first time. When employees feel empowered to self-initiate a sale, or engage in a conversation with a customer; their self-esteem rises, customer satisfaction increases, and the employee is motivated to replicate the experience again and again. Chick-fil-A is also a faith based, servant leadership company. The Chick-fil-A purpose statement is “To glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come into contact with Chick-fil-A” (Cathy, n.d.). The organizational culture of Chick-fil-A also attracts similar kind of people that want to work or be associated with the organization. Therefore, shared values, behaviors, and ethics are demonstrated by personnel. Each employee exemplifies the expected behavior of respect,…show more content… Using the training video, management can motivate employees by challenging them to listen and share in the lives of customers. Going the extra mile to provide an excellent service experience. Employees are genuinely concerned with treating each person with utmost respect, dignity, and honor. This type of customer service provides consumers consistent quality and efficiency of service in the business. In turn, the consumer enjoying their experience will return for future business ensuring an increase in the quantity of return customers. All factors combined demonstrated the effectiveness of the organization.
Competence
The need for competence is knowing a person has the knowledge and ability to act effectively in a job or in life. Competence is also an ongoing need to be met. Managers motivate employees to develop skills in the workplace for completing tasks, for workplace advancement in the future. Chick-fil-A motivates current employees by offering a scholarship to further their education. The scholarship is based on educational competence, graduation from a high school, and enrollment in a college. Employees act on their own initiative to strive for quality and efficient work practice to stay employed, for scholarship requirements. Employees will be motivated to provide service to as many customers as possible improving quantity of satisfied customers, reflective of an effective