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 ...

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