A Case Study of a High Performing Organization

EHRD 614 – Strategic Planning in HRD

Dr. Michael Beyerlein

April, 28, 2014

Ann Edwards Amanda Johnson Kari Moore David Potts

Group Numero Uno:

MOOO-ve Over Fast Food: Has Arrived!!

• Team Introductions

• Purpose

• Project Overview– Summary– Learnings– Recommendations– Take-Aways

• Thank You!

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Tu-dayz

topicks

“A-jen-duh”

• Ann Edwards– 3rd Year Master’s Student– Lives in Tacoma, WA– Work for Bank of America

• Amanda Johnson– 2nd Year Master’s Student– Lives in Houston, TX– Works for Baker Hughes Inc.

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• Kari Moore– 2nd Year Master’s Student– Lives in College Station, TX– Works for IBM, Recruiting for Baker

Hughes

• David Potts – 3rd Year Master’s Student– Lives in Houston, TX– Works for Transocean

“teem en-tro-duck-shuns”

• To explore as a High-Performing Organization (HPO) by evaluating:

• Company Structure and Operations• HRD Strategies on Building Credibility• Company Financials• HRD Best Practices• Internal and External Resources within the Company Culture

“per-poz”

“ : What is a HPO?”

• Attributes for HPOs may include:– Remaining goal oriented to produce sustainable

results– Striving to bring out the best in people– Focus on employee development– Adapt to changes– Strategy– Leadership willing to adapt

Sum-mery

“ : as an HPO”

• Holds a solid foundation of:1. Strategy

2. Adaptive leadership

3. Infrastructure

• Core Items to Match their Culture: 1. Character: Strong moral and ethical behavior, people who value

serving others

2. Competency: Strong leadership skills, ability to grow business

3. Chemistry: Ability to fit in with the team

LURN-ENGS

“ : HR Department

• Having the right people as a part of their company

• Talent Development

– Franchises as the “pinnacle” of the company– Human Resources– Talent Strategy

LURN-ENGS

“ : Building Credibility”

• HRD builds credibility by:– Be knowledgeable – Provide solutions– Be present

• builds credibility by:– Aligning their purpose with everything they do

Purpose: “To Glorify God by being a faithful steward of all that is entrusted t us and to have a positive influence on al who come into contact with Chick-fil-A”

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LURN-ENGS

“ : Building Credibility”

• Internal Credibility:– Invest in employees through education assistance

• Contributes $1.6 million annually– Allow employees a day of rest and fellowship

• External Credibility:– Local communities and customers are “extended family”– Environmental Stewardship– Charitable Efforts:

• Bowl• WinShape Foundation• “What’s Your Story” Campaign

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LURN-ENGS

“ : Measurable Results”

• Financial success is an observable indication that Chick-Fil-a is an HPO

• They have consistently out performed

their competition

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Make Mor Mo0 La !!

LURN-ENGS

“ : The Numbers”

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• HPO’s exhibit sustained results

• System-wide sales in 2012 reached $4.6 billion. – 14 % increase above 2011– 45 years of positive growth

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“ : Philanthropy”

• HPO’s develop Human Capitol

• Philanthropic efforts are intentional and promoted by HR throughout the company – Efforts are seen in all financial activities (not just in profit & losses)

LURN-ENGS

I’m a cash cow

“ : Franchise vs. Corporate Operations ”

EMPOWERS:• Allows selected owners to

contribute in their own unique ways– Some operators select

distinct developmental and beneficial tactics like offering to purchase any students’ textbooks or involvement in community outreach specific to own neighborhood

PROTECTS:• While company predicates

food preparation and presentation, this delineation isolates the corporation from frivolous lawsuits and narrow confines of regionally specific human capital issues

LURN-ENGS

“ : Brand Strategy”

“A Cheetah doesn’t change its spots, and neither does a cow”

• Values of inherent at operator level– Closed on Sunday– “6th grade speak” so all can understand– Emphasis on the treatment of the external and internal client

• No matter the level, same rules apply to everyone (Corporate or otherwise)• Treating all person with “honor, dignity and respect”

LURN-ENGS

“ : Genuine Commitment to People

• Careful selection of Franchise Partners and Home Office Personnel– Putting the right people in place at the right time

• Selection process has been characterized as excruciating• Atlanta home base receives over 20k applications per year• Franchisees graded on competency and character

• People Development– To honor the dignity of all people, organization acknowledges and inspires

people’s potential– Allowed latitude to explore special topics

• Mark Miller, author

LURN-ENGS

“ : Voice of the Associate”

• There are reasons for organizational change other than profitability– If HR solely relied on associate satisfaction, there would be no change

• It’s been working so far; why disrupt it

• Self-identified needs lead to HPO training– 32 operators– Multiple sessions to get them looking more strategically at their business

practices• Can’t have one foot on the counter and one foot in the kitchen.

LURN-ENGS

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As a company, this organization appears to be going in the right direction to maintain and

increase their credibility as an HPO. As long as they remain genuine to their culture and

continue to portray this in their company actions in HR and their care for their employees, they

will be very successful.

“Re-comin-day-shuns”

• Truly genuine company - their internal culture is aligned with the outside message customers see and hear.

• Company founded on Christian values that penetrate deep within the organization– Chick-fil-A's HR umbrella works to keep those values in

their franchises and internal leadership.

• Despite the huge success of the organization, they have an HR program in its infancy– Hard to believe they just instituted a standardized

performance appraisal process• Continuing to try improve - still identifying other

corporations to study like Starbucks, Amazon, etc

“taka-wayz”

• 1) keep it simple 2) keep it genuine 3) keep is bold  • Mastered how to be relatable across the board.  Being

genuinely connected with their purpose makes them cherish the quality of their work and striving to always show value. 

• Put people first and letting authoritative ownership lie within lower levels

• Uncommon franchise/corporate relationship allows for selective control and phenomenal financial returns, the corporate entity is wildly successful.

• HRD efforts support a highly profitable business• Business success enables greater capability to provide or

support enrichment to people inside and outside of the company, that requires intentional and organized HRD initiatives.

“taka-wayz”

Group Numero Uno would like to say Thank You to the organization for their willingness to participate in our case study.

The information shared and insight gained allowed us increase our knowledge around High-Performing Organizations and apply the teachings from our Strategic Planning in HRD course.

We have enjoyed this assignment and leave with a greater appreciation for the Corporation.

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“thank youz”

Thank you