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

Achieve Excellence with the Experts at IISEhttps://iise.org/trainingcenter/The IISE Training Center is unsurpassed in meeting the educational goals of professionals in myriad industries. IISE is an IACET Authorized Provider and “has complied with the ANSI/IACET Standard, which is recognized internationally as a standard of excellence in instructional practices and is authorized to issue the IACET CEU.” Our instructors are experts in essential topics including Lean and Six Sigma, concepts based on long-standing industrial engineering principles. We ensure that our students attain in-depth levels of understanding and practical knowledge of how to apply strategies to achieve business and professional excellence. Students earn digital badges and certificates to share on social media, email signatures, certificates, wherever employers are looking. The world is online - that's where your credentials should reside.Process, People, and Purpose: Operations the Chick-fil-A WayBehind 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 processHow simple operational tweaks — even moving the cups — can save seconds that scale to hoursWhy “my pleasure” is more than a catchphrase — it’s a cultural mindsetHow Chick-fil-A uses data, observation, and feedback loops to refine systems every dayWhat leaders can learn about feedback culture, hands-on leadership, and developing talentThis 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 LinkedInProblem Solved on YouTubeProblem Solved on InstagramProblem Solved on TikTokProblem Solved Executive Producer: Elizabeth GrimesInterested in contributing to the podcast or sponsoring an episode? Email [email protected] Achieve Excellence with the Experts at IISEhttps://iise.org/trainingcenter/