Chapter 1 Case Study
1. Describe In-N-Out in terms of the value it provides for customers.
In-N-Out provides value to the customer by giving the customer a great
experience while providing high quality food. They focus on doing one thing and
doing it the best. In-N-Out states “From the first bite of your burger to your last
French fry, quality is the most important ingredient of all at In-N-Out Burger”
(Food Quality). They ensure every burger that they make is fresh and never
frozen. They use fresh, 100% pure beef and individually inspect every beef chuck
they purchase. The vegetables are delivered fresh and sliced by hand in every
restaurant. The fries are made from potatoes that are shipped directly from the
farm to the stores and the milkshakes are made from real ice cream. In-N-Out’s
mission statement is “Give customers the freshest, highest quality foods you can
buy and provide them with friendly service in a sparkling clean environment”
(Upshaw, 2007). In summary, In-N-Out strives on their quality standards to give
