The Malcolm Baldrige National Quality Award, which is intended to improve the competitiveness and performance of U.S. organizations, has only been given to two restaurant companies in its 23-year history. Executives from those winning restaurant companies shared key takeaways from the experience at NRN’s recent MUFSO conference. Thom Crosby, chief executive of Pal’s Sudden Service of Kingsport, Tenn., and Marlis Oliver, executive director of K&N Management of Austin, Texas, ...

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