Ordinary vs Extraordinary 2012 by Pals Business Excellence

Ordinary vs. Extraordinary © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Extraordinary Ordinary © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Ordinary Extraordinary Less Performance © 2012 by Pal’s Business Excellence Institute. All Rights Reserved. Greater

Pal’s Sudden Service © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

What’s on the Menu? © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

© 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

© 2012 by Pal’s Business Excellence Institute. All Rights Reserved. 7

Mission Delight customers in a way that creates loyalty © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

First of Only Two Restaurants to Win Malcolm Baldrige National Quality Award © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Pal’s Sudden Service The first of only two companies of any type to win the Tennessee Excellence Award Twice © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

How much is Extraordinary vs Ordinary worth to your business? © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Results Customer loyalty 4 times repeat business compared to best competitor Fastest service times 4 times faster than top competitor Low complaints 1 Complaint per 3500 orders (10 times better) © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Results Low employee turnover 1/2 of the industry average turnover Increased market share 26 consecutive years of market share growth Same store sales growth 26 consecutive years of sales growth © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Doing the Basics at an Extraordinary Level © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Training © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Pal’s Employee Enablement Promise • We will never put you in a position where you will pass on a product that does not fully meet all the standards. • When fully trained you will have the habit of meeting 100% of the standards 100% of the time at 100% production volume. • You will always know if the standards for your job have been met; and if not, will be empowered to correct or reject. © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Questions 1. What do you think is the impact of this policy on Pal’s ability to Delight Customers? 2. What % right is your company’s training targeted at? (When finished the training) © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Aspect Level to which trained Ordinary Extraordinary 65%- 85% 100% © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

100% © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Questions 1. Can you achieve a training that will accomplish 100% right every time? 2. What is the impact of trying to get to a training that will accomplish 100% right every time? © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Enabling 100% Right; 100% of the time 1. Design the process for 100% right 2. Train to have the habit of 100% right, 100% of the time 3. Enable Only Defect-Free Product to Be Passed On 4. Standardization: Culture of everyone following the proven process every time © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Three Elements of Self Control Are Doing Ability to Regulate Suppose to Do © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Front Line Quality Control (Standardize) Method/Process (Act) Take Control Goal, Standard, or Target (Do) Use Method (Study) Results © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Process Model Suppliers Inputs Process Outputs Customers YES Meets 100% of Process Requirements NO © 2012 by Pal’s Business Excellence Institute. All Rights Reserved. Do not send to customer

100% © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Employees Trained to Delight the Customer 100% of the time © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.

Loyalty © 2012 by Pal’s Business Excellence Institute. All Rights Reserved.