KN is a recipient of the quality award. It runs several fast-food restaurants that serve BBQ’s, and burgers. The basic format is a limited menu and counter pick up service. KN has over 450 employees and company culture is based strong relationship with guests, quality and excellence and the vision “to become world famous by delighting one guest at a time.” KN collects feedback through short surveys via an iPad during main mealtimes. Takeaway customers are directed to complete surveys and restaurant managers get alerts about complaints and daily performance on a PDA. KN has the highest customer satisfaction rating among its peers, and its turnover rate is lower than industry average. Several of the quality principles implemented by KN are taught at the BEI institute. All winners of the quality award are required to share their secrets of success with other businesses. To determine: Identify and discuss some of the common quality motivated characteristics shared by KN and SS.

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KN is a recipient of the quality award. It runs several fast-food restaurants that serve BBQ’s, and burgers. The basic format is a limited menu and counter pick up service. KN has over 450 employees and company culture is based strong relationship with guests, quality and excellence and the vision “to become world famous by delighting one guest at a time.”

KN collects feedback through short surveys via an iPad during main mealtimes. Takeaway customers are directed to complete surveys and restaurant managers get alerts about complaints and daily performance on a PDA. KN has the highest customer satisfaction rating among its peers, and its turnover rate is lower than industry average.

Several of the quality principles implemented by KN are taught at the BEI institute. All winners of the quality award are required to share their secrets of success with other businesses.

To determine: Identify and discuss some of the common quality motivated characteristics shared by KN and SS.

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