Chick-fil-A
Test for Chick-fil-A case
Instructions:
Below, you will find three questions associated with the last topics we addressed in this course. Your job consists of answering any combination of two questions. Although optional, you are allowed to work with a classmate. If you decide to do so, please submit one paper from both of you. Do not submit via blackboard. Email the paper to the instructor at oxvarela@ualr.edu before midnight on December 8th, 2021.
Questions:
Assume that Chick-fil-A has decided to start operations in China. The strategy calls for the hiring of local managers rather than relying on U.S. expatriates. What challenges do you believe Chick-fil-A would face in “exporting” their customer-service culture to China. To answer this question, visit Hofstede’s site and carefully observe the cultural gaps between China and the U.S. Do you think such gaps would prevent a successful transfer of Chick-fil-A’s corporate culture into China? Explain.
Chick-fil-A prides itself on having a culture of inclusion where the values of every employee are respected and appreciated. What leadership style(s) might be a good fit for a culture of this nature? Is it possible to prescribe a particular type of leadership that would thrive in this type of culture? Explain.
Would you recommend the use of self-directed teams in each of the Chick-fil-A restaurants? In addressing this question, describe the structural factors (e.g., task interdependence, role structure) of the teams that operate a Chick-fil-A restaurant.
solution
The Impact Of Chick-Fil-A’s Strategies, Culture, and Leadership In International Business:
Answering Two of The Questions Regarding The Topic
Name_______
Department of _____,
Cause Name
Professor Name
Date
Abstract
This paper addresses questions about Chick-fil-A's culture, and self-directed teams as well as whether the company's success in the United States can be reproduced in China. As a result, the research topic is The Impact Of Chick-Fil-A’s Strategies, Culture, and team structure In International Business. The study will rely on secondary sources such as online journals, reputable websites, and books. The two research questions chosen are 1. What challenges will Chick-fil-A face in “exporting” their customer service culture to China? Do you think the gaps between the United States and China would prevent a successful transfer of Chick-fil-A’s corporate culture into china? 3. Would you recommend the use of self-directed teams in each of the Chick-fil-A restaurants? After answering the questions, the findings showed that, while the Wall Street Journal (2021) shows the Chick-fil-A’s wonderful success story as one of the largest fast-food chains in the United States with an unconventional franchise model, it will be difficult to reproduce that success in China because of cultural differences. I would not propose using self-directed teams at Chick-fil-A because of its strict selective processes and high dependence structure. My recommendation is that for the Chick-fil-A brand to flourish in culturally diverse areas such as China, corporate management must adjust strategy and manage the style to fit the culture. For example, offering a focused menu for health and convenience (Kraak et al., 2017); even exploring going public or opening on Sundays to raise funds and accommodate employees and customers of all faiths.
Keywords: Exporting To Another Country, Culture Differences, Self-directed teams
Answering The Research Questions
Question 1:
In regards to "the possible challenges likely to be faced by Chick-fil-A in exporting the customer service culture to China, and if the gaps between the United States and China would prevent a successful transfer of its corporate culture can be answered as follows". Because according to Taylor (2019a), there are cultural differences between the United States and China, Chick-fil-A will have hurdles when exporting its customer service philosophy of simplicity, menu simplification, and high-quality goods (Chick-fil-A, 2021). According to Hofstede-insights (2021), the evidence of the differences in culture may be illustrated using Hofstede's Five Cultural Dimensions, which indicate distinctions between nations' cultures. Aspects of the business's service culture involve Consumers getting their orders taken comfortably while still waiting in line, incorporating a business concept of having a limited menu that concentrates on chicken sandwiches for consistency and convenience of servicing the customer. The Christian faith is reflected in the organization's work. Although successful in the United States, Chick-fil-A will encounter challenges when attempting to integrate the same cultural values in the Chinese market, as demonstrated by Hofstede's Five Cultural Dimensions.
China has a higher score of 80 – which is higher than that of the U.S – in the power distance dimension, and this means that if Chick-fil-A treats employees with humility and equality in China, it will not work out, since people in China believe in disparities and formal authority. China has a low individualism score of 20, indicating that it has a collectivist culture in which individuals operate in the interests of the collective, which will not mix with Chick-fil-A's ethos of providing special attention to each customer and employee. China's masculinity score of 66 indicates that Chick-fil-A's values of Christianity, resting, and leisure will not be taken seriously in China, where leisure time is not prioritized. Chick-fil-A's values of a simple menu and customer service will be tested by the company's customers' demand for a variety of cuisines and ambiguity, as evidenced by China's low score in the uncertainty avoidance dimension. The long-term orientation dimension demonstrates that China is pragmatic and adjusts traditions to new circumstances, which will provide a challenge to Chick-fil-A's culture of adhering to foundational ideas and values..Finally, the Indulgence dimension reveals that China has a low score of 24, indicating a constrained culture in which the promotion of leisure and wants would be ineffective. As a result, identifying the gaps between Chinese and American culture would hinder a successful transfer of Chick-fil-A's corporate culture into China because the business would most likely want to maintain its unconventional model and culture.
Question 2:
The question regarding "leadership style (s) which might be a good fit for a culture of inclusion and if it is possible to prescribe a particular type of leadership that would thrive in the type of culture". The answer is because according to Siegel (2018), Chick-fil-A has a culture of selecting locations, building, and owning all franchise restaurants to ensure quality, and people are treated with honor, dignity, and respect as reflected in its policies and practices. It also has an inclusive culture where employees' values are appreciated and respected to maximize operations and promote innovation (Carpenter, 2021). Therefore, different leadership styles may then be appropriate for its culture. The Authoritarian leadership style is appropriate at the corporate management level since the authority to own a store, modify the menu, or change procedures and policies is centralized and cannot be modified via decisions (Carradus et al., 2020). The participation leadership style suits the middle management level because Chick-fil-A recruits managers who train, empower, and delegate decision-making authority to staff so that they may provide exceptional service to consumers (Dimitrov, 2020). At the franchise level, leadership also entails supervising personnel, providing direction and assistance to improve customer service, and resolving concerns.
Although the firm looks to have diverse leadership styles, it is feasible to prescribe a servant leadership style as the prevailing leadership. The servant leadership style may be demonstrated by the business and founder's interests being more prioritized over the followers (PSU, 2020). As a result, the founder Truett Cathy's faith and principles have an effect on management and are also followed regardless of where the franchise is based.
Question 3:
Regarding whether I "would recommend the use of self-directed teams in each of the Chick-fil-A restaurants? And addressing this question by considering structural factors (e.g., task interdependence, role structure) of the teams that operate a Chick-fil-A restaurant". Based on how Chick-fil-A is structured, I would not propose using self-directed teams in each of its separate restaurants for the following reasons. Its business is highly selective when it comes to franchising choices and worker recruitment (Taylor, 2019b); it aims to find the proper person who will be great in implementing the policies and procedures. As a result, a self-directed team that desires independence in task execution would be disappointed since the employees will not be permitted to execute according to their preferences. Another argument for not supporting a self-selected team at Chick-fil-A is because, unlike other franchise businesses, Chick-fil-A pays for the setup, location selection, construction, and ownership of franchisee stores (McCreary, 2020). As a result, the organizational structure demonstrates dependency between the franchisee and the franchiser. This also demonstrates that corporate management is responsible for ensuring the quality of all Chick-fil-A locations, regardless of location. As a result, the organizational structure of Chick-fil-A shows a high level of dependence and it is incompatible with the functioning of self-directed teams.
References
Chick-fil-A. (2021). Culture & values. Retrieved December 7, 2021, from https://www.chick-fil-a.com/careers/culture
Hofstede-insights. (2021, June 21). Country Comparison: What About China? Retrieved December 7, 2021, from https://www.hofstede-insights.com/country-comparison/china,the-usa/
Kraak, V. I., Englund, T., Misyak, S., & Serrano, E. L. (2017). A novel marketing mix and choice architecture framework to nudge restaurant customers toward healthy food environments to reduce obesity in the United States. Obesity Reviews, 18(8), 852-868. https://onlinelibrary.wiley.com/doi/abs/10.1111/obr.12553
Taylor, K. (2019a, December 27). How Chick-fil-A became the center of American culture wars and conquered the country over the last decade. Business Insider. Retrieved December 7, 2021, from https://www.businessinsider.in/retail/news/how-chick-fil-a-became-the-center-of-american-culture-wars-and-conquered-the-country-over-the-last-decade/articleshow/72997186.cms
Taylor, K. (2019b, August 10). It’s 30 times harder to become a Chick-fil-A franchisee than to get into Harvard. Business Insider Africa. Retrieved December 7, 2021, from https://africa.businessinsider.com/strategy/its-30-times-harder-to-become-a-chick-fil-a-franchisee-than-to-get-into-harvard/s64r19j
McCreary, M. (2020, January 13). 5 Things You Need to Know Before Investing in a Chick-fil-A Franchise. Entrepreneur. Retrieved December 7, 2021, from https://www.entrepreneur.com/slideshow/307000
Wall Street Journal. (2021, August 28). The Unconventional Franchise Model Behind Chick-fil-A’s Success [Video]. WSJ https://www.wsj.com/video/series/theeconomics-of/the-unconventional-franchise-modelbehind-chick-fil-as-success/18DD9C3D-5712-41BB-9F43-FB5F39301F92?mod=hp_lead_pos5
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