Pal's Sudden Service, quick-serve restaurants in North-eastern Tennessee and South-western Virginia won the Malcolm Baldrige Quality Award in 2001: Pal's has established a competitive advantage over its primary competitor by reducing front-line employee turnover. Specifically, Pal's turnover rate was close to 200% in 1995, 127% in 2000, and continues to decline in 2001. In comparison,…

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