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  • May 2016 (Revised September 2017)
  • Case
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Pal's Sudden Service—Scaling an Organizational Model to Drive Growth

By: Gary P. Pisano, Francesca Gino and Bradley R. Staats
  • Format:Print
  • | Language:English
  • | Pages:26
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Abstract

Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service restaurant business. With a deep emphasis on process control and improvement, zero defects, extensive training, and a high level of employee engagement, Pal's has been able to achieve excellent operating and financial performance. The case examines the challenges it potentially faces as it contemplates growing the chain significantly from the 28 units it currently operates.

Keywords

Growth Strategy; Corporate Culture; Operations Strategy; Motivation; Values; Motivation and Incentives; Strategy; Values and Beliefs; Service Operations; Organizational Culture; Growth and Development Strategy; Service Industry; Food and Beverage Industry

Citation

Pisano, Gary P., Francesca Gino, and Bradley R. Staats. "Pal's Sudden Service—Scaling an Organizational Model to Drive Growth." Harvard Business School Case 916-052, May 2016. (Revised September 2017.)
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About The Authors

Gary P. Pisano

Technology and Operations Management
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Francesca Gino

Negotiation, Organizations & Markets
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Related Work

    • May 2016 (Revised September 2017)
    • Faculty Research

    Pal's Sudden Service—Scaling an Organizational Model to Drive Growth

    By: Gary P. Pisano, Francesca Gino and Bradley R. Staats
    • December 2020
    • Faculty Research

    Pal's Sudden Service—Scaling an Organizational Model to Drive Growth

    By: Francesca Gino, Gary P. Pisano and Alexander Rohe
    • June 2024
    • Faculty Research

    Pal's Sudden Service (B)

    By: Gary P. Pisano, Francesca Gino and Ruth Page
Related Work
  • Pal's Sudden Service—Scaling an Organizational Model to Drive Growth By: Gary P. Pisano, Francesca Gino and Bradley R. Staats
  • Pal's Sudden Service—Scaling an Organizational Model to Drive Growth By: Francesca Gino, Gary P. Pisano and Alexander Rohe
  • Pal's Sudden Service (B) By: Gary P. Pisano, Francesca Gino and Ruth Page
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