©2012 by pal’s business excellence institute. all rights reserved. ordinary vs. extraordinary

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

Ordinary

vs.

Extraordinary


Ordinary

Extraordinary


Ordinary Extraordinary

PerformanceLess Greater

Pal’s Sudden Service


What’s on the Menu?



7

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Mission

Delight customers in a way that creates loyalty


First of Only Two Restaurants to Win Malcolm Baldrige

National Quality Award


Pal’s Sudden Service

The first of only two companies of any type to win the Tennessee Excellence Award

Twice



How much is Extraordinary vs Ordinary worth to your

business?

ResultsCustomer 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)


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



Doing the Basics

at an Extraordinary Level

Training


• 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.

Pal’s Employee Enablement Promise


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)

Questions


Aspect Ordinary Extraordinary

Level to which trained

65%- 85% 100%


100%


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?

Questions


1. Design the process for 100% right2. Train to have the habit of 100% right,

100% of the time3. Enable Only Defect-Free Product to Be

Passed On 4. Standardization: Culture of everyone

following the proven process every time

Enabling 100% Right; 100% of the time


Three Elements of Self Control

Ability to Regulate

Suppose to Do

Are Doing



Goal,Standard,or Target

(Standardize)Method/Process

(Do) UseMethod

(Study)Results

(Act)Take

Control

Goal,Standard,or Target

(Standardize)Method/Process

(Do) UseMethod

(Study)Results

(Act)Take

Control

Front Line Quality Control

Suppliers Inputs Outputs CustomersProcess

Process Model

Do not send to customer

Meets 100% of Process

Requirements

NO

YES


100%


Employees Trained to Delight the Customer 100% of the time


Loyalty


©2012 by pal’s business excellence institute. all rights reserved. ordinary vs. extraordinary

Documents

pals ability

ordinary extraordinary

extraordinary level

pals sudden service

tennessee excellence

training questions

companys training

service times4 times