Editor’s note: This is the second in a series of columns representing the teachings from Pal’s Business Excellence Institute, the educational arm of Pal’s Sudden Service. Pal’s, a 24-unit quick-service chain based in Kingsport, Tenn., won the Malcolm Baldrige National Quality Award in 2001. Wouldn’t you want your guests to drive by your competitors’ stores and come to yours not only because of the food, but also because of the excellence with which the ...

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