Chapter 18. Control Processes and Systems

Chapter 18 Study Questions

  1. Why and how do managers control?

  2. What are the steps in the control process?

  3. What are the common control tools and techniques?

Learning From Others, Control Leaves No Room for Complacency

You can get a tasty sandwich at Chick-fil-A, but don't plan on stopping in on a Sunday. All the chain's 1,270 stores are closed. It is a tradition started by 85-year-old founder Truett Cathy who believes that employees deserve a day of rest. Current President Dan T. Cathy believes the Sunday day off is a statement about that culture. He says: "If we take care of our team members and operators behind the counter, then they are going to do a better job on Monday. In fact, I say our food tastes better on Monday because we are closed on Sunday"[1038]

Chick-fil-A, headquartered in Atlanta, GA, where its first restaurant was opened, is wholly owned by Truett's family, and is now headed by his son. It has a reputation as a great business, processing about 10,000 inquiries each year for 100 restaurant franchise opportunities. The president of the national Restaurant Association Educational Foundation says: "I don't think there's any chain that creates such a wonderful culture around the way they treat their people and the respect they have for their employees."

Truett asks his employees to always say "my pleasure" when thanked by a customer. He says: "It's important to keep people happy." He also believes in "continuous improvement," continuing ...

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