Pal’s Sudden Service

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Information about Pal’s Sudden Service
Business & Mgmt

Published on February 2, 2009

Author: siddharth4mba

Source: slideshare.net

Description

Pal’s Sudden Service

S…RVIC… PAL’S SUDDEN SERVICE PRODUCT OR SERVICE: Quick serve restaurant chain. Approximately 465 employees and sales of approximately $17 million. SITUATION ANALYSIS: A primarily drive-through restaurant chain with 17 locations within 60 miles of Kingsport, TN. Competing directly against the major national fast food chains, Pal’s features hard-to-miss exteriors covered with larger-than-life menu items. The majority of its customers live or work within three miles of a Pal’s location and nearly two-thirds are women. QUALITY PRACTICES: Pal’s Business Excellence Process spans all business operations, from strategic planning to on-line quality control. Every component process, including those for continual improvement and product introduction, is interactively linked, producing data that directly or indirectly inform the others. RESULTS: Customer scores for quality in 2001 averaged 95.8 percent, as compared with 84.1 percent for its best competitor. Also, in a downward economy with substantially decreased sales and profits throughout the hospitality industry, Pal’s sales continue to increase. PAL’S SUDDEN SERVICE PAL’S VS. NATIONAL FA ST FOOD CHAINS - CUSTOMER SCORES FOR QUALIT Y 100% 95% 90% 85% 80% 75% Competition Pal’s CSI CAS… ST U DY S.1

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