Understanding the Business
The business model used by Chick-fil-A
What is "Franchise"
KB
What is "Knowledge Base"
A CSM that has been identified as related to an issue impacting multiple customers without root cause
What is "Major Case"
The owner of one or multiple Chick-fil-A franchises.
Who is "The Operator"
The strategy that will help Chick-fil-A fulfill the Shared Vision to be the World's Most Caring Company
What is the "Winning Hearts Every Day" strategy
The central knowledge and ticketing system for CFA Support
CSM
What is "Five9"
The leader who oversees new Restaurant openings
Who is the "Grand Opening Supervisor"
4-Focus Areas
What are "Clean & Safe Environment, Great Food, Fast & Accurate Service, Genuine Hospitality"
SOP's
What is "Standard Operating Procedures"
Centralized referential and reference information that is consistently updated to provide the most up-to-date and accurate solutions for Restaurants and Operators
What is "Knowledge"
The various roles, from Store Manager to Shift Lead, that help support successful Restaurant operations
Who are "Restaurant Leaders"
The now retired series talking about the current state of the business with Tim Tassopoulos
What is "Right Now"
KCS
Knowledge Centered Service
Written CSM comments that are not visible externally
What are "Work Notes"
The Restaurant talent that serves in front-of-house or back-of-house capacities
Who are "Team Members"
The site used to browse recent reports from Chick-fil-A's Customer & Market Insights group
What is "Red Chair"
SOS
What is "Speed of Service"
A CSM record associated with a specific case or account that requires increased attention
The people who visit or order from Restaurants, expecting a "REMARK"able experience
Who are "Customers"