It sounds like the beginning of some corny joke—a fitness center owner gets advice from a fast food restaurant executive. But that's exactly what happened to me. A few weeks ago, I attended a conference organized by Pal's Business Excellence Institute. Yes, Pal's Sudden Service really is a fast-food restaurant chain with more than 20 locations in Tennessee. But the company also is the recipient of the Malcolm Baldridge National Quality Award, established by
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