The winner of the 2010 Malcolm Baldridge National Quality Award for the Small Business category is K&N Management based in Austin, TX. They are the owners of Rudy’s BBQ and Mighty Fine Burgers. Personally, I am very happy to see this company be recognized. Not only because I’m from Austin, but I have eaten at these two restaurants for years and Rudy’s is one of the first places I stop and get BBQ when I go back to my home state.
Highlights of K&N that led to the award include (nist.gov):
-Sales that significantly outperform local competitors and national chains.
-For both restaurants, guests rate their satisfaction with food quality, hospitality, cleanliness, speed of service, and value at least 4.7 on a 5-point scale.
-Over 95 percent of K&N Management team members report they are proud to work for the company. Local newspaper Austin American-Statesman named the firm “the best place to work in Austin.”
-K&N Management has had high performance sales and profits based on the fiscal statistics of $3 million in 2000 to slightly over $7.5 million in 2010 for Rudy’s BBQ alone.
The keys to effective leadership in this organization I think lie in the treatment of the employees. If the employees are content, then that will reflect directly into the product they are producing and the customer service. Those two categories are pivotal in the food industry. I’m going to focus on the employee aspect. K&N Management’s turnover rate for production workers is less than 50 percent, in contrast to the industry average of 85 percent (nist.gov). The absentee rate is slightly more than 1 percent, compared to 5 percent for the best competitor and 3.5 percent for benchmarked organizations (nist.gov). There is a constant flow of communication from feedbacks, coaching, and developing resulting in zero legal and ethical breaches for the last 15 years and 100 percent fiscal compliance on audits with zero fiscal violations.
Besides the wonderful food...