All Posts Tagged With: "market share"
Ready to Go Big
The results speak for themselves:
- Same store sales have grown for 24 years
- Market share has grown for 24 years
- Service speeds four times faster than competitors
- Order accuracy at least ten times better than the closest competitor
- Employee turnover half the industry average
Pal’s Sudden Service has accomplished all of this with what may be the ugliest store design in fast-food history—and it may be coming to a major thoroughfare near you. Pal’s was recently named one of Restaurant Business magazine’s “Future 50,” which are restaurant chains that have proven their concepts, are fast growing, and are getting ready to go big.
Pal’s key concept is a management system based on the Baldrige model. The restaurant chain won the Baldrige Award in 2001. It established the Business Excellence Institute to share its best practices with other organizations, and those lessons aren’t just for food service companies. More than 50 nonprofit organizations and government agencies have taken the training BEI offers, which once again demonstrates the universality of Baldrige principles. You can learn more about Pal’s BEI by clicking here.
Pal’s did its first Baldrige assessment in 1995. As I’ve seen with other organizations, the first assessment often produces profound insights, and the same was true for Pal’s. “From…
29Jul2010 | Steve George | 0 comments | ContinuedBaldrige and Customer Results
In an earlier article, we listed some of the world-class financial results achieved by Baldrige Award recipients. Their high performance is not limited to financial measures: Another area where they excel is in satisfying, delighting, and retaining their customers.
By customers we mean the typical consumers of products and services as well as patients and families, students and parents, citizens, and any other group that an organization exists to serve. Whatever your organization’s goals for serving your customers, evaluating and improving your management system through regular Baldrige assessments will help you achieve them.
You can test the validity of that statement by considering the customer-related results of organizations that have received the Baldrige Award:
- Compound annual growth rate with key customers increased 20-44% in six years (Cargill Corn Milling North America)
- Patient satisfaction scores surpassed the national top 10% (Poudre Valley Health System)
- Scored better than its competitors in all categories in successive customer surveys (PRO-TEC Coating Company)
- 84% of hospital customers would recommend to others (Mercy Health System)
- Named it the best healthcare provider in the region (Sharp HealthCare)
- 90% of businesses would recommend the city to others (City of Coral Springs)
- Retained 97% of its hospital members (Premier Inc.)
- Increased customer retention from 93% to 100% from 2000…
