Imagine metrics like these: A car served at the drive-thru every 18 seconds; one mistake every 3,500 orders; customer satisfaction at nearly 98 percent.
 Those numbers are reality at Pal’s Sudden Service, a 22-unit quick-service chain based in Kingsport, Tenn., and the first restaurant company ever to win a Malcolm Baldrige National Quality Award in 2001. Ten years later, Pal’s remains widely respected for its operational excellence and a mecca for those seeking insight into its ...

Register to view this article

It’s free but we need to know a little about you to continually improve our content.

Why Register?

Registering allows you to unlock a portion of our premium online content. You can access more in-depth stories and analysis, as well as news not found on any other website or any other media outlet. You also get free eNewsletters, blogs, real-time polls, archives and more.

 

Attention Print Subscribers:  While you have already been granted free access to NRN we ask that you register now. We promise it will only take a few minutes!

Already registered? here.