This week’s Learning and Development action call hosted special guests Keri Bilotti, Head
of Learning and Development, and Andy Lorenzen, Executive Director, Talent
Planning at Chick-fil-A, the family-owned quick-service restaurant business.
They were interviewed by i4cp
Senior Research Analyst Tom Stone. Here are some highlights from the call:
- L&D at
Chick-fil-A not only supports the companies' 2,200 staff employees, but
also the operators of the restaurants and their much larger 200,000+ team
members. So the topics and learning approaches they must use are as varied
as just about any organization.
- Their top
four priorities are: to be the most caring company in the world;
diversity, equity, and inclusion; operator support; and staff capability.
All of these priorities involve a learning and development component, so L&D is very strategic at Chick-fil-A, and far removed from the
old-style course order-taker industry stereotype.
company's forecasted growth is also a driver of L&D activity. Their
workforce will increasingly require more resilience to handle adaptation
in the business environment; technology will be a cornerstone for operator
support, staff effectiveness, and customer value creation; and lean
thinking will move from idea to practice.
follows a set of workforce principles, including: have an organizational
strategy-first mindset; prioritize key capabilities; maximize current
resources before adding new; staff with a longer time horizon in mind;
structure sensibly; and approve the people with the work.
- L&D is
relied on at Chick-fil-A as a key accelerator of the business and is a
fundamental driver of their outstanding customer experience.
Please also see the i4cp Coronavirus Employer Resource Center for new research and next
practices to help address the COVID-19 pandemic.