Pal’s Sudden Service (www.palsweb.com), a privately held company, was founded in 1956 and in 2009 operates 22 quick-service restaurants (QSRs). As a QSR company, they compete directly with world-class global QSR companies as well as smaller local restaurant operations. The following are some of the acheivements of their world-class operations:
- Same store sales and market share growth for 24 consecutive years
- Service speeds that are 4 times faster than competitors
- Order accuracy that is at least 10 times better than closest competitor
- Employee turnover that is one-half of the industry average
- 4 times the repeat business of the best competitor
- 1 complaint per 3500 orders – 10 times better than competition
- Only food service company to win the Malcolm Baldrige National Quality Award
- Only organization of any type to twice win the Excellence Level Award of Tennessee Center for Performance Excellence