Total Quality Management Of Domino’s Pizza: Challenges, Techniques, And Tools

Challenges faced by Domino’s

Discuss about the Total Quality Management Of Domino’s.

Domino’s Pizza is a large fast food chain network and it has various outlets in Australian states also. They are popular across the globe for serving and delivering the pizza to its customers. The Domino’s company is working on the franchise basis and they have the maximum number of franchise stores across the globe. In Australia only, they have reached to the number of 2000 stores. They have adopted the technique of providing adequate quality goods and services in order to develop goodwill in the fast food industry and along with this, they have been continuously working on improving the quality services and the products to satisfy the customer’ requirements and to meet the customers’ expectations.

Being the manager of the organization, it was analyzed that certain issues are being faced by the organization which is resulting in the declining performance of the organization. In order to avoid these issues, I suggested the upper-level management to adopt certain quality improvement techniques for increasing the efficiency of the organization as well as to match up with the customers’ expectations.

• Survey
• Plan-do-act-check

Under this report, analysis of the issues faced by the organization will be discussed and along with the analysis of the issues, adequate options will be adopted to resolve those issues to attain the organizational objectives. Discussion on the quality management techniques will also be performed under this report (refer 3).

• The basic issue was the late delivery. Domino’s provides its customers the service of delivering pizzas and other stuff from their menu to the customers’ doorstep without any additional cost. For performing this function, the certain duration of time is promised to the customers to get the order delivered. But organizational delivery people were failing to perform the same in the particular period of time due to high traffic in the city areas (He, Zha & Li, 2013).
• Another big issue which was Domino’s was facing is improper control over the management of inventory and other things. It was leading to the issues like the waste generation. As they are dealing with the perishable type of goods hence; adequate utensils and techniques are used to preserve them for longer usage. Due to lack of management control, an organization was struggling with the decreasing profit, complaints from customers regarding the quality of products, etc.

First technique implemented in the workplace of the Domino’s surveys and this is the best and most effective technique for increasing the productivity and efficiency of the organization. The major reason behind an adaptation of survey technique is to determine the precise challenges faced by the employees and the customers (Mitra, 2016). This will help the organizational management to understand the customers’ and employees’ requirements and adequate set of methods could be implemented in the organization in order to achieve the desired goals and objectives of the organization. Randomly customers’ were asked to share their views in relevance with the services and products offered to them. Apart from this, organizational employees were also asked to share their reviews in order to improve the functionalities of the organization (refer 2).

Plan-do-act-check refers to the controlling system. Under this, immediate actions are taken in order to gain the immediate results. Apart from this, plan-do-act-check also helps the organization to reduce the deviations faced by them in recent times (Dale, 2015). As Domino’s is known for their quality and the commitment delivery hence; it is the duty of the management of the Domino’s to maintain the goodwill of the brand through delivering adequate goods and services to the customers. The organization is struggling with various issues such as decreasing quality of the products, lack of managerial control over the various activities of the organization. Hence, these techniques are adopted and implemented in the workplace of Dominos in order to regain their market image (refer 1).

Selection of techniques

Above chart defines the survey process used for improving quality of the products and services. This process will be conducted within the organization as well as outside the organization in order to increase the efficiency of the organization. The first stage of this process addresses the issues faced by the organization. After analysis of the issues, customers and employees are asked to share their views in order to match with their executions. One of the most effective and efficient resolutions will be implemented within the workplace for the attainment of desired goals amongst the various views obtained from customers (Nadeem, et. al., 2013). The best alternative for conduction of survey process is the questionnaire. It includes all those questions through an organization is struggling and there is a scope for improving (refer 2).

The aforesaid figure shows the process of a plan-do-act-check model which was originally invented by an American engineer, Dr. W. Edwards Deming. This process has been evaluated in four stages i.e.

Plan: An appropriate plan is identified and evaluated as per the organizational structure of the Domino’s. After identification process, adequate steps will be taken to assume the results through implementation so that adequate plan could be selected (Willemink, et. al., 2013).

Do: Plan selected in the above process is being implemented in order to increase the efficiency of the organization. Alternatively, it could also be known as the execution process.

Check:  Under this phase, previous plans of the organization are checked with the newly adopted plans to analyze the issues as well as to gain the adequate results. The efficiency of this step could be analyzed through evaluating the chances under which organization could match up with the targets set up by the upper-level management (refer 1).

Act: Under this stage of this process to rectify the issues faced by the organization, plans selected are implemented. After execution of the plans, adequate methods are also adopted which could provide managerial control over the functionalities of the Domino’s (Bishop, Fody & Schoeff, 2013).

Being the manager of the Domino’s company, I analyzed the two techniques for increasing the efficiency of the organization and to overcome the challenging situations facing the organization. Following is the process discussed for the implementation of the tools:

Survey: In order to regain the efficiency of the organization and to overcome the issues of the faced by the organization, survey technique is adopted. In this technique, customers could share their views for improving the delivery services through providing advanced vehicles and updated tools through which delivery boy could easily get the directions for the customers’ address. On the other hand, employees could also share their experiences in which they feel struggled. After analysis of all these things, an adequate technique will be adopted to maintain the brand value of the organization in the Australia (Goetsch & Davis, 2014).

Plan-do-act-check: It was the duty of the manager to gather the information in relevance with the challenges which were reducing the efficiency of the organization. Subsequently, an action plan will be implemented to reduce those implications and the challenges.

It was analyzed that after implementing these two tools for improving the effectiveness of the organization, Domino’s efficiency has been increased and along with the increasing efficiency, desired goals are also achieved by the organization across the Australia (Taylor, et. al., 2013).

Conclusion

It was observed from the report that plan-do-act-check and the survey techniques were so effective in reducing the impacts of the challenges faced by the organization as well as the organization’s workplace becomes capable enough to gain the desired goals. Additionally, Domino’s was also able to control over its inventories and meeting the consumers’ expectations.

References

Bishop, M.L., Fody, E.P. & Schoeff, L.E. eds., 2013, “Lippincott Williams & Wilkins”, Clinical chemistry: principles, techniques, and correlations.

Dale, B., 2015, “John Wiley & Sons, Ltd”, Total quality management.

Goetsch, D.L. & Davis, S.B., 2014, “Upper Saddle River, NJ: pearson”, Quality management for organizational excellence.

He, W., Zha, S. & Li, L., 2013, “Social media competitive analysis and text mining: A case study in the pizza industry”, International Journal of Information Management, 33(3), pp.464-472.

Mitra, A., 2016, “John Wiley & Sons”, Fundamentals of quality control and improvement.

Nadeem, E., Olin, S.S., Hill, L.C., Hoagwood, K.E. & Horwitz, S.M., 2013, “Understanding the components of quality improvement collaboratives: a systematic literature review”, The Milbank Quarterly, 91(2), pp.354-394.

Taylor, M.J., McNicholas, C., Nicolay, C., Darzi, A., Bell, D. & Reed, J.E., 2013, “Systematic review of the application of the plan–do–study–act method to improve quality in healthcare”, BMJ Qual Saf, pp.bmjqs-2013.

Willemink, M.J., Leiner, T., de Jong, P.A., de Heer, L.M., Nievelstein, R.A., Schilham, A.M. & Budde, R.P., 2013, “Iterative reconstruction techniques for computed tomography part 2: initial results in dose reduction and image quality”, European radiology, 23(6), pp.1632-1642.