Chick-fil-A’s Organizational Structure

Introduction

From its humble roots as a small diner in Hapeville, Georgia, Chick-fil-A has come a long way to becoming one of the largest fast-food chains in the United States. A key ingredient to its success is its organizational structure, which supports operational efficiency but also cultivates a strong company culture that resonates across all its locations.

What Is Chick-fil-A’s Organizational Structure?

Chick-fil-A operates with a hierarchical organizational structure that follows a franchising model, which places the owner/operator at the top of the chain of command. Under the owner/operators are managing directors, followed by assistant directors, team leaders, and then team members.

This top-down approach ensures that each franchise maintains the company’s high standards and ethos, directly reflecting the vision of the owner/operator. The advantages of this structure are enhanced operational control, consistency in service delivery, and quick adaptability to local market conditions—all of which contribute to Chick-fil-A’s success.

The Main Components of Chick-fil-A’s Organizational Structure

Owner/Operator

They are responsible for overall management and business success. They make key strategic decisions, oversee financial management, and maintain adherence to Chick-fil-A’s standards and values. This role embodies entrepreneurial spirit and leadership, guiding the entire franchise operation.

Managing Partner

They support the Owner/Operator in executing business strategies through managing daily operations, overseeing staff, and implementing business plans. They have significant decision-making power, especially in the absence of the Owner/Operator. Directors and Assistant Directors report to the Managing Partner.

Directors and Assistant Directors

Depending on the branch, this can be divided into two divisions: the Front of House Operations and Kitchen Operations.

The Director of Front of House Operations oversees customer service management and the overall dining experience. At the same time, the Associate Director supports the Director, helping manage the team leaders who directly supervise front-line employees such as cashiers and hosts.

The Director of Kitchen Operations manages all aspects of kitchen management, including food preparation, safety, and inventory control. An Associate Director assists in these duties, ensuring kitchen operations run smoothly and efficiently.

Steps on How to Create an Organizational Structure Like Chick-fil-A’s

Set Up Hierarchical Management Levels

Implement a clear hierarchy to ensure smooth operations. Consider Chick-fil-A’s organizational model and include Managing Partners, Directors, and Associate Directors to oversee specific areas of your restaurant operations. These are areas such as customer service, staff management, and kitchen operations. Establishing a clear structure will help maintain consistency and quality across different branches (if any).

Focus on Customer Interaction Areas

Appoint a Director (and maybe Assistant Director) to oversee your Front of House Operations, similar to Chick-fil-A’s model. These leaders should train staff to provide outstanding customer service and create a welcoming environment that enhances customer satisfaction. Excellent customer service leads to repeat business and positive word-of-mouth.

Streamline Kitchen Operations

Similarly, designated trusted leaders are appointed to manage kitchen operations, ensuring the maintenance of food quality and safety. A well-run kitchen upholds your brand’s reputation and guarantees customer trust, which is important in the competitive industry of food service.

Disseminate and Implement the Organizational Chart

Effectively communicate your organizational chart across your restaurant and any branches. Consider using staff meetings, internal newsletters, and online messaging platforms for dissemination. Regularly revisit and update the org chart to reflect any changes in roles or business structure, ensuring everyone understands their responsibilities.

In Summary

Chick-fil-A’s success can’t just be attributed to serving food and great customer service — its well-structured organizational structure also plays a key role. To succeed in a highly competitive industry like food service, a well-designed org chart is needed to clarify roles, effectively communicate with employees, and provide consistent service across franchises.

Want to learn more about functional and other organizational structures and their role in the business world? Here are some helpful blog resources that you can get started with:

• What Are Organizational Charts?
• What is a Functional Organizational Structure? 
• What is the Matrix Org Structure? 
• The Chain of Command & Why It’s Important

Create this chart in Organimi! 

You can download the CSV file of Chick-fil-A’s org structure, import it into Organimi and start editing this chart right away! Here’s how:

1.  From your dashboard, select Data Import.
2.  Click the CSV tile.
3.  Click +Upload Your File.   
4. Select an Excel file from your device.
5.  In the Organization field, click the down arrow to select an organization.
6. Click Create a New Chart
7. Click Next and select: Organization Chart
8. Select the auto-build tool to automatically build your chart.
9. Voila!

Download CSV file:
Chick-fil-A (1.47 KB)