November 4, 2009 by Clay Rolston
“Since 1956 Pal’s has thrived in a competitive environment and enjoyed major financial success with a customer-driven approach to business. However, the transition from participating in the market to becoming a dominant presence began in 1994 with the adoption of an unwavering focus on performance excellence. This is when Pal’s decided to use the Malcolm Baldrige National Quality Award Criteria for Performance Excellence. The resource serves as a primary organizational assessment tool and guide that continues to redefine our culture and maximize our results. Performance excellence based assessment has enabled Pal’s to see through the clutter of daily operations to the essence of what our organization needs to be great at in order to succeed. It has helped us consistently focus on the capabilities and linkage of our processes and systems. It has empowered us to innovate, and to develop the right team and training and the right culture and tools to achieve success” – Thom Crosby, CEO, Pal’s Sudden Service.
How does your company or organization assess excellence? Learn how your company can use Malcolm Baldrige Criteria to improve performance by attending “Achieving World Class Results.”
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by Clay Rolston
What is the potential return on investment for attending Pal’s BEI training? Two of our “Achieving World Class Results” class alumni, Ken Schiller & Brian Nolen, owners of K&N Management (Rudy’s “Country Store” & Bar-B-Q and Mighty Fine Burgers, Fries, and Shakes) told us that they “contribute $10 million in additional yearly sales to practicing Baldrige principles that were learned at Pal’s BEI”. Maris Oliver – area director, added “Pal’s BEI is a great place to learn Pal’s practices. (Pal’s BEI helped us learn) through seeing with our own eyes the amazing level of excellence in each store. When our group can visit a store that is 18 years old and it appear new in every way and experience world class speed, hospitality and accuracy – were sold”. Rudy’s leadership has also shared with us the specific improvements they made after their initial “Achieving World Class Results” training in 2002 and subsequent visits to Pal’s BEI. Some of the improvements developed were new key business drivers and mission statement, flashcard training, a new 8-step problem solving model, position observation checklist guidelines, and clean program basics. David McClaskey, president of Pal’s BEI, confirms Rudy’s progress by saying “I can tell you from first hand observation K&N Management has implemented these practices in a way that has significantly helped their competitiveness”. If you are interested in the potential business results that our “Achieving World Class Results” can unlock for your company, visit our web page (www.palsbei.com) and sign up today.
K&N Management is the owner and operator of Mighty Fine Burgers, Fries and Shakes, a successful Better Burger concept developed by K&N Management, as well as the licensed area developer of the four Austin locations of Rudy’s Country Store & Bar-B-Q.
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