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Abstract

Founded on the principle of pursuing excellence, K&N Management, a restaurant group based in Austin, Texas, strives to deliver value-added experiences through the staff, products, and atmosphere at its eight fast-casual properties. Recognizing that the food business is the people business, its leaders count customer delight with every interaction and careful staff selection, training, and development among the most critical ingredients in their recipe for success. As a result of their efforts, the organization has been honored with the Malcolm Baldrige National Quality Award and grown into a profitable and sustainable enterprise benchmarked by others in its industry. © 2012 Wiley Periodicals, Inc.