Systems thinking concepts and applications

System Issues & Chikfila

Systems thinking is a way of synthesizing the issues surrounding any organization in both a macro and micro manner. This allows more shared values through teamwork, mental paradigms, the ability to think in the future, and look at projects in a way that are best for the organization as a holistic entity. Thus, when the process of inquiry is moved from the individual and rote (only knowledge) to an organization that moves through different, more analytical modes of thinking, the individual involved are more active participants and there is a shared vision alone with a personal and team mastery of the question in point. This evolution engenders personal buy-in, a feeling of empowerment, and clearly a new way of processing disparate information (Senge, 2006).

Chick-Fil -- A is an American fast food restaurant chain specializing in Chicken Sandwiches. Their headquarters are in Atlanta, Georgia, and have approximately 1600 locations with 2011 revenues approaching $4 billion. The company's culture is strongly influenced by its founder's conservative Southern Baptist beliefs. The restaurants, for instance, are closed for business on Sunday. The company made national news when its COO, Dan Cathy, made public statements in June and July 2012 supporting the traditional family and expressing outrage over same-sex marriage. This resulted in a public relations nightmare in which a number of prominent politicians indicated they would block franchise requests from the chain, the Jim Henson Company pulled its business relationship, and Arkansas' Governor Mike Huckabee initiated a Chick-Fil -- A Appreciation Day to counter a boycott from same sex marriage activists (Chick Fila Controversy, 2013).

The company defends its values, but has made over $5 million in donations to groups opposing same-sex marriage. To attempt to balance out the controversy, the restaurant issued a statement on July 31, 2012: "We are a restaurant company focused on food, service and hospti8ality; our intent is to leave the policy debate over same-sex marriage to the government and political arena" (Chick-fil-a, 2013).

In general, there are two types of systems theory that fit an organizational model. An open model is a two way communication model that allows for continual and evolving feedback; and a closed system is a one-way system that does not seek other information or feedback, but intends to promulgate a point. From a systems perspective, the controversy was expanded and the story told primarily from supporters and protestors. Even the large Support Day and Anti-Chick-Fila Days were not as much about the company as about external systems defining the ideas and relationships between the company's philosophies and alternative viewpoints. In addition, should anyone really be surprised that an organization that publically notes it uses Christian-based principles to organize its business and that closes on Sundays, would have a liberal viewpoint about a social issue? As controversial as the opinion is, Chick-Fil -- A used a closed system to communicate its position, inviting no feedback, but attempting to reconcile its corporate position with its overall philosophy and focus on philanthropy. Individual consumers should vote with their wallets -- they can decide which organization they wish to support while allowing Chick-Fil -- A to have the freedom to support its pet causes.