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Problem Solving Case: At Pal's, Quality Is All about Service The quality of service at Pal's Sudden Service, the error rate to one in every 3,000 orders. That's an Tennessee-based fast-food chain, is so high that Impressive record when you consider that a car the company recently won the prestigious Mal rolls through a Pal's drive through location every colm Baldrige National Quality Award, joining the 14 to 18 second ranks of top performance-conscious companies The menu is simple, so food sourcing and prepa- like Ritz Carlton and Federal Express. Pall's has ration are streamlined Customer satisfaction is at taken many steps to streamline and improve the 98 precent, and turnover among assistant managers process of preparing and delivering food to cus is at the other end of the scale, under 2 percent. tomers in its 26 restaurants in the southern United Among front-line employees, turnover is 34 per States. In an industry where servers average one cent, less than half the industry average. With a mistake every 15 orders, Pal's has narrowed its psychometric test and a probing job interview Chapter 9 Ensuring High Quality and produce 245 behind them, new entry-level employees receive 135 hours of training Car surpassing the industry average of 2 hours of training). These front-line employees are thus empowered and confident enough to make their own decisions and act inde pendently. Continual retraining also helps them remain certified in the skills they need to do their jobs well, including not just food preparation tasks, but also customer service (all Pal's customers inter act with real people, not machines or microphones), Repeated perfect scores on periodic skills tests allow employees to become coaches who help train and retrain their co workers Schools are usually satisfied with having a vale dictorian in each class, a range of people they grad: te, and those that don't make the grade, says CEO Thomas Crosby. "We want everybody that we hire to be the equivalent of a valedictorian if we are going to beat the competition Crosty and all the upper-level manager the company spend 10 percent of their time working with promising employees to help the improve their skills Creby wants his employees to remember what they leam at Pals and like it with them to any future job or career they may take Asked why he Willing to myes so much time and money in training employees who might love the company one day. Crosby responds suppose we don, and chen dy sy 1. What forms does quality take in a fast-food restaurant That is what aspects of the food. service atmosphere, and so on do you consider to be acceptable in terms of quality, and what would exceed your expectations! 2. Productivity efforts in a fast food restaurant often include behind-the-scenes work in the kitchen. But in a service business production includes interactions with the customer. Men tily one or two ways in which Pats supports its employees' productivity when it comes to working with customers 3. Using Pal's as an example, work with one of two other students to develop a list of ways in which quality and productivity can interact. That is do any of the steps Pal's takes to mam cain productivity help to support the quality of its customer service, and vice versat WE MONT 2011 NAME AN