K&N Management, a US Owner of Fast Casual Restaurant Chains and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), saw its people as the critical component to achieving its mission of providing guest delight. Staff acceptance of the “Guest Delight” culture began with K&Ns Foundations session, modelled after Ritz-Carlton’s world class employee orientation process To build the culture K&N utilised best-in-class selection, on-boarding, training, and coaching p...
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