Pal’s Sudden Service 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. Harvard Business School professor Gary Pisano discusses his case entitled “Pal’s Sudden Service: Scaling an Organizational Model to Drive Growth” — the company’s strategic challenge of deciding how much to grow and whether its organization model will scale.
