If you’ve ever waited in a long Chick-fil-A drive-through line, chances are it was the most pleasant traffic jam you’ve experienced. Efficient, polite, and somehow still warm–even when you’re 12 cars deep. But behind that smooth service is something more profound than clever lane design or good manners. It’s continuous improvement in action. The Wall Street Journal recently shared a fascinating deep dive into Chick-fil-A’s evolving approach to drive-through operations — the link below is … Continue reading From Game Film to Gemba: How Chick-fil-A Studies the Work (and Wins)