How small business designs world-class HR systems

摘要

Pal's Sudden Service is a small, regional, 17 stores, quick service restaurant chain. Using the Baldrige criteria and performance excellence to focus on meeting and exceeding customer needs, Pal's has designed world-class approaches that have achieved outstanding business results. Some of the outstanding business results include benchmark service times, benchmark in customer repeat business, customer count growth, complaints, profit percent. This would not be possible with outstanding Human Resource (HR) systems. Pal's has used performance excellence principles and the Baldrige criteria to design world-class HR systems. This paper will highlight the approach used by a relatively small business to design world-class HR systems. Pal's HR systems and approaches have not only produced superior business results, but have made Pal's the employer of choice among both long-term mangers and student employees. Pal's employee turnover is at benchmark levels and is less than half the level of its best competitor. Pal's has designed HR systems that balance both the hard and soft side of management to provide a mix that produces both benchmark employee productivity while having high and increasing employee satisfaction. This paper will design the approach and logic used to design the HR systems and thus provide lessons learned that can be used many other businesses. Hear the story from the CEO of Pal's who has personally designed many of the HR processes used at Pal's.