Case Study Overview

Chick‑fil‑A is widely recognized for its strong culture, guest service and commitment to people. Unlike many quick-service restaurants, Chick‑fil‑A restaurants are locally owned and operated by Chick‑fil‑A Operators. While corporate provides strong brand standards and support, Operators are responsible for many decisions related to Team Member engagement, development, and retention.

Across the United States, Operators are facing increased challenges related to:

• High competition for hourly workers
• Rising employee expectations (career growth, flexibility, wellness)
• Retaining high-performing Team Members beyond 12–18 months
• Attracting students and young adults in a competitive labor market

Chick‑fil‑A corporate leadership is exploring optional programs—not required initiatives—that Operators could choose to adopt based on their restaurant size, budget, and community needs. These programs should help Operators attract, retain, and grow their existing Team Members while staying true to Chick‑fil‑A’s purpose: 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 in contact with Chick‑fil‑A.

The Challenge

Chick‑fil‑A has asked your DECA team to act as consultants and develop one optional program concept that Operators could voluntarily implement to support their Team Members.

Your program should address at least one of the following goals:

• Increase Team Member retention
• Improve engagement or morale
• Help Team Members grow professionally or personally
• Make Chick‑fil‑A a more attractive employer for students and young adults

Operators must be able to opt into the program, customize it locally and evaluate its success.

Business Context

Current Situation

• Chick‑fil‑A restaurants employ a high number of high school and college-aged Team Members
• Many Team Members leave due to:
  
  • School transitions
    
  • Limited perceived career pathways
  • Scheduling challenges
  • Desire for development beyond the restaurant

Constraints Operators Face

Your proposal must thoughtfully consider:

• Limited time for training in fast-paced environments
• Budget differences across Operators
• Need for simplicity and ease of implementation
• Alignment with Chick‑fil‑A’s culture and values

Your Task

As a DECA consulting team, you will design and recommend one optional Team Member program for Chick‑fil‑A Operators.

Your recommendation should include:

1. Program Concept

• Name of the program
• Clear description of how the program works
• Which Team Members it is designed for (new hires, student workers, leaders, etc.)

2. Value Proposition

Explain how the program benefits:

• Team Members
• Operators
• The Chick‑fil‑A brand

3. Implementation Plan

• How Operators could launch the program
• Resources needed (time, training, budget, partnerships)
• Optional customization ideas for different markets

4. Attraction, Retention or Growth Impact

• How the program helps attract new Team Members
• OR retain existing Team Members
• OR develop Team Members’ skills, leadership or career readiness

5. Metrics for Success

Identify specific measures Operators could use to evaluate success, such as:

• Turnover rates
• Participation rates
• Engagement survey results
• Internal promotions
• Team Member satisfaction

Assumptions You May Make:

• Operators are motivated to invest in their Team Members but need flexibility
• Programs should complement—not replace—existing Chick‑fil‑A training
• Team Members value growth, recognition and purpose-driven work

Example Program Areas (Choose One or Propose Another)

DECA teams may focus on ideas such as:

• Career Pathway or “Future Ready” programs
• Educational or skill-building partnerships
• Wellness and work-life balance initiatives
• Recognition or leadership development programs
• Community involvement or service-based learning

Final Instructions

Prepare to present your recommendation and rationale clearly and professionally, as if you are delivering it to Chick‑fil‑A corporate leaders and Individual Chick‑fil‑A Operators.

Your solution should be:

✅ Practical
✅ Scalable
✅ Optional
✅ Aligned with Chick‑fil‑A’s people-first culture