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

Problem Solved: The IISE Podcast

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.

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Problem Solved Executive Producer: Elizabeth Grimes
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