Pal's Sudden Service is a "Model of Efficiency"
May 19, 2011
Baldrige Customer Service
Read the article Model of Efficiency (go to page 24) in Operations Magazine about Pal's Sudden Service, a 2001 Baldrige Award recipient in the small business category. Pal’s is a privately owned, quick-service restaurant chain, and the first restaurant company to receive the Baldrige Award. Pal’s, which began its operational excellence journey in the early 1990s, has a process for everything organizational and operational. The company's Business Excellence Process is the key integrating element, a management approach to ensuring that customer requirements are met in every transaction. Organizational and operational excellence has led to excellent performance results, such as serving a car at the drive-thru in 18 seconds, having only one mistake in every 3,500 orders, and holding customer satisfaction at nearly 98%. Read more (starting on page 24) about how Pal’s is spreading the word about Baldrige and its road to excellence that has led to the restaurant company’s phenomenal results in speed, accuracy, and customer satisfaction.