For all categories of workers, turnover rates are lower than industry averages.
K&N Management strives to retain its workforce by offering a comprehensive set of above-market benefits to team members who average at least 30 hours per week. Performance gaps and opportunities are funneled into appropriate planning approaches, ranging from problem solving to strategic planning.Įmpowered, Proud Workforce Strives for Excellence The company's performance against its KGRs is systematically measured and communicated throughout the workforce. Ongoing listening and learning approaches are used to maintain a list of key guest requirements (KGRs) that are aligned with key business drivers. Based on a 2010 survey, more than 97 percent of guests of Rudy's "Country Store" & Bar-B-Q and Mighty Fine Burgers, Fries and Shakes indicate that they will return to the restaurants. Overall guest satisfaction ratings are over 4.7 for both restaurant concepts, compared to the best competitor's rating just over 4. For both K&N restaurant concepts, guests rate their satisfaction with food quality, hospitality, cleanliness, speed of service, and value at least 4.7 on a 5-point scale, outperforming the best competitor. Other examples include "group meal" service pick-up pavilions, which were introduced in 2007, and "Jacuzzi" hand-wash machines now featured in all stores, which are favorites with guests. An example of action driven by guest input via this system is the Rudy's breakfast taco program created in 2001. All leaders carry a personal digital assistant (PDA) that alerts them of guest comments and complaints, and daily performance results. Takeout guests are directed to a Web-based survey. Feedback is collected with an iPad that administers short surveys around the main meal periods and uploads the information to a third-party host for aggregation. Guests can access store information and events via Web sites and social media, as well as through innovative approaches such as EyeClick, an interactive system at each Mighty Fine location. K&N Management builds and maintains a focus on "guest delight," relying on innovation and technology to create product offerings that meet or exceed guest requirements. 
Mighty Fine Burgers, Fries and Shakes has exceeded the industry standard since 2008, with a gross profit of 44 percent in 2010.įocus on 'Guest Delight' Yields Superior Customer Satisfaction
Gross profit for Rudy's "Country Store" & Bar-B-Q has exceeded the industry standard of 40 percent in every year from 2001 to 2010, reaching nearly 47 percent in 2010. From its inception in 2007 through 2010, Mighty Fine Burgers, Fries and Shakes increased annual unit sales from just over $2 million to more than $3.5 million in 2010, triple the unit sales of its best competitor. The Rudy's "Country Store" & Bar-B-Q restaurants increased average unit sales from just over $3 million in 2000 to slightly more than $7.5 million in 2010 (for food sales only). In sales, K&N Management's restaurants significantly outperform local competitors and national chains. 
Since the yearly focus strategic objective was deployed in 2001, 100 percent of the goals have been met.
Since 2005, approximately 94 percent of strategic actions have been accomplished. In 2010, the Austin American-Statesman named the firm “the best place to work in Austin.” Over 95 percent of K&N Management team members report they are proud to work for the company. Overall guest satisfaction ratings are over 4.7 for both, also beating the best competitor. In sales, K&N Management’s restaurants significantly outperform local competitors and national chains. K&N's revenue is approximately $50 million. The company's culture is based on quality and excellence strong relationships with its customers, referred to as "guests" and a vision "to become world famous by delighting one guest at a time." The company has more than 450 employees, referred to as "team members," in its workforce. Both feature walk-up counter service and a limited menu. K&N Management is the licensed Austin,Texas-area developer for Rudy's "Country Store" & Bar-B-Q and the creator of Mighty Fine Burgers, Fries and Shakes, two fast-casual restaurant concepts. Insights on the Road to Performance Excellence. Baldrige Excellence Framework Expand or Collapse. Are You Ready to Address Your Business Challenges and Get National Recognition?. easyInsight: Take a First Step Toward a Baldrige Self-Assessment.
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