10 August, 2017

[PODCAST] Pal’s Sudden Service: Taking Fast Food to the Next Level

HBS Newsroom: Working Knowledge

Pal’s Sudden Service hamburger chain has developed a unique operating model and organizational culture in the fast food restaurant business. With an emphasis on process control, zero errors, and extensive employee training and engagement, Pal’s has been able to achieve excellent performance in an extremely competitive industry. Professor Gary Pisano discusses the company’s strategic challenge of deciding how much to grow and whether its organizational model will scale.