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MANAGING & MEASURING WORK


 

Leaders​ by definition are people who lead others to accomplish a goal or a task.  Leaders of a sports team try to lead their teams to win a championship.  Leaders of a non-profit organization try to lead their team to support a certain cause.  And leaders in a business should be leading others to accomplish the goals within that business.  As leaders, we are held accountable to our results and managing and measuring our work should be an important aspect of our leadership focus.

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Think through the following questions:

  • As a leader, do you think about the results of our business on a daily basis?  Do you talk to others on the team about any results within the business?

  • What is your goal for leading your team each shift?  Is it to just get through the shift or do you have a specific result you are trying to achieve?  Does your team know that goal?

  • Why do you think that focusing on results as a leader can be important?  Would it change your motivation as a leader? Do you think focusing on results could help motivate your team as well?

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For a leader to measure their work, it is important for them to first know what they are measuring.  Every business is different, but at Chick-fil-A we have 5 Critical Success Factors (Vision, People, Sales & Brand Growth, Quality & Customer Experience, Financial Return) we believe measures most areas of our business which we believe are most important to our success.  Of course there are several categories within each critical success factor to measure, but if you can at least begin to understand just a few categories in each area of the business, you will be on your way to being a more focused and driven leader for your team and for the organization.  Review the 5 Critical Success Factors in more detail from the video.

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Think through the following questions:

  • Which of the 5 Critical Success Factors is the easiest for you to understand and measure daily?  Which one do you not understand as well or maybe don't think of as often in the business?

  • Did you know as a leader you have access to almost every report as our Owner/Operator?  That is because as a leader we want you to be bought into the results of our business.  Do you know where to find all the metrics within the business?  What keeps you from looking at those results more often?

  • How do you think sharing the score/metrics with your team could motivate your team? What areas of the 5 Critical Success Factors do you think could be easy to motivate them in?  Which ones might be more challenging?

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TAKE ACTION

A great leader at the end of the day knows the results they want to accomplish and drives the team to reach those goals.  Of course there are many other attributes of a leader, but leaders will always be measured in some capacity by the results and goals they accomplish.  Some of the best leaders are the ones who are able to love and care for their team all while motivating them to accomplish the task at hand.  See if over the next month if you can start to develop more of a focus on the results of the business and motivate 

  • FIND the Results – If you haven't already, download the CFA Now App and the Customer Experience Monitor App.  These two apps alone will give you over 90% of the results of the business you will need on a daily basis (the rest can be found on @CFA Home).  Find a Director/Owner and ask them to explain to you how to use and understand the reports in each app.  

  • UNDERSTAND the Results - Ask a Director/Owner to show you our Business Scorecard.  Spend some time understanding various categories under each of the 5 Critical Success Factors.  Think about which ones you can influence on a day to day basis and start measuring those metrics on each shift to see how you are impacting the results of the business.

  • SHARE the Results - Take some of the categories that you are measuring and share it with others on the team.  Tell them why you think that metric or goal is important and see if you can get them bought into that metric as well.  Think about setting a goal for the team and see if you can lead them to accomplish that goal on a shift, throughout a week, or even through the course of a month.  

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CHARACTERISTICS OF MASTERY

Sets clear objectives and measures; monitors process, progress, and results; can ​be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results; have a full understanding of goals and metrics of our Chick-fil-A business.

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ADDITIONAL RESOURCES

  1. 5 Critical Success Factors

  2. CFA Now App User Guide (iOS | Android)

  3. Customer Experience Monitor App

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