CFA Operations Glossary

The terminology behind Levelset — from positional excellence ratings to Chick-fil-A service frameworks. Every term reflects how CFA operators actually run their restaurants.

Ratings & Positional Excellence

Positional Excellence: The rating system in Levelset. Team members are rated on position-specific criteria for every position they work.
Position: A job function defined by the organization (e.g., iPOS, Front Counter, Primary, Bagging, Prep, Secondary, Window). Each org configures its own positions.
Rating Criteria: The performance dimensions for each position (up to 5 per position). Each criterion is scored on a 1.0–3.0 scale by leaders during shifts.
Rating Average: The mean of all criteria scores for a single rating submission.
Rolling Average: The cumulative average across all rating submissions for a team member at a specific position, computed daily.
Color Thresholds (Green / Yellow / Red): Performance levels indicating whether a team member meets expectations (Green), needs improvement (Yellow), or is below expectations (Red). Thresholds are configured per organization.
Zone: Position classification: FOH (Front of House), BOH (Back of House), or General.

Discipline

Infraction: A documented behavioral or performance incident. Each infraction type carries a point value defined by the organization's rubric.
Points: Numeric weight assigned to each infraction type. Point values are configured per organization.
90-Day Rolling Window: The active period for discipline point accumulation. Points older than 90 days are archived — still on record but no longer count toward action thresholds.
Infraction Rubric: Per-org configuration defining infraction types and their point values.
Disciplinary Action: An action taken by a leader when a team member's accumulated points reach an org-defined threshold. Each organization configures its own action types and the point levels that trigger them.
Recommended Action: An auto-generated recommendation when a team member's points cross a configured threshold.

Pay

Calculated Pay: Auto-computed hourly rate derived from the team member's role, zone, and availability. Updated automatically when inputs change.
Zone Pay: Optional pay differentiation by FOH vs BOH, configurable per role.
Availability: Schedule classification: Limited (restricted hours) or Available (full availability). Can affect pay when the organization enables availability-based pay rules.

Roles & Team Structure

Roles: Fully configurable per organization. Each org defines its own role names, hierarchy levels, and which roles have leader or trainer privileges. There is no fixed set of roles — organizations customize this entirely to fit their structure.
Leader: Any role with leadership privileges enabled. Leaders can submit ratings, document infractions, and take disciplinary actions.
Trainer: Any role with trainer privileges enabled. Trainers can conduct training activities.
Hierarchy Level: A numeric rank assigned to each role where 0 is the highest. Used to determine who can rate or manage whom. Configured per organization.

Chick-fil-A Operations

Operational Excellence Components: The three foundational parts of the CFA customer experience that build trust in the brand: Craveable Food, Fast & Accurate Service, Welcoming Environment.
2nd Mile Service: Going above and beyond for customers. Based on the biblical principle in Matthew 5:41. Three components: Personal (customers feel seen, known, appreciated), Proactive (anticipating needs before being asked), Generous (extending unexpected kindness).
Core 4: Four foundational service behaviors for every customer interaction: Create Eye Contact, Share a Smile, Speak with a Friendly Tone, Always Say "My Pleasure."
HEARD Model: CFA's customer recovery model for handling dissatisfied customers: Hear (listen intently), Empathize (validate their concern), Apologize (commit to resolution), Resolve (solve the problem), Delight (be personal, proactive, generous).
FOH / BOH: Front of House (guest-facing positions like iPOS, Front Counter, Window, Bagging) / Back of House (kitchen positions like Primary, Secondary, Breader, Prep).

Platform Features

Levi: The AI assistant powered by Levelset. Helps leaders look up team member information and get insights via natural language on the mobile app.
Setups: Shift setup assignment templates that define which positions need to be staffed and by whom, ensuring consistency regardless of which leader is running the shift.
Evaluations: Formal performance assessments that incorporate rating history and leader observations.