Business Case Studies & Business Publications

Pal's Sudden Service: The Right Recipe

Weiss, Elliott N.,...

Case

Pal's Sudden Service: The Right Recipe

Weiss, Elliott N.; Goldberg, Rebecca

OM-1506 | Published December 9, 2013 | 21 pages Case

Collection: Darden School of Business

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Pal's Sudden Service, a fast-food chain based in the southeastern United States, was nearly 10 times as profitable as its competitors?bigger, even, than the major national and international chains, which commanded superior economies of scale. Pal's was also the only food-service business ever to win the Malcolm Baldrige National Quality Award from the National Institute of Standards and Technology (NIST) for process excellence. This case explores Pal's operations and "recipe" for success, the elements of which are categorized according to Pal's approach to the "Four Cs" of a Lean transformation: customer service, process capability, controlling its processes, and coordinating the results over time as part of a long-term strategy.

? Discover how the "Four Cs" framework can be used to run a service operation ? Explore how Lean works in a service setting ? Examine the "Three Ps" of people, process, and purpose as the underlying dynamics of service excellence