Importance Of Operation Management

Published Date: 02 Nov 2017

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The competitiveness of operation management

Dominos LLChttp://www.toonaripost.com/wp-content/themes/Yen/timthumb.php?src=http://www.toonaripost.com/wp-content/uploads/2012/09/Domino-Pizza-Opens-10000th-Store.jpg&w=580&zc=1

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Table of contents

Table of contents........................................................................................1

1 Executive summary...........................................................................4

2 Introduction......................................................................................4

3 operation management....................................................................5

4 importance of operation management.............................................5

5 performance objectives...................................................................5

6 operation strategy...........................................................................6

Product value chain........................................................................7

7 product and service design.............................................................7

8 process design...............................................................................8 product service continuum............................................................9 The conversion process.................................................................9 production process.......................................................................9

9 planning and control....................................................................10

10 innovation and important...........................................................10

11 supply chain management..........................................................11

12 quality management..................................................................13

Total quality management.........................................................13

Six sigma....................................................................................13

13 information system...................................................................14

14 importance of information system.............................................14

15 enterprise resource planning.....................................................15

16 customer relation management......................................................15

17 supply chain management..............................................................16

18 knowledge management system....................................................16

19 E-business and E-commerce...........................................................17

20 organisation behaviour..................................................................17

21 Motivation....................................................................................18

Maslow’s hierarchy of needs........................................................18

22 job design.....................................................................................18

23 importance of job design..............................................................19

24 conclusion and recommendations ...............................................20

25 references ...................................................................................21

1 Executive summary

This report is prepared to analyse the competitive operation management of dominos LLC. There has been applied theoretical framework to evaluate dominos operation management, information system and job design to motivate employees. Dominos DPG franchises daily operation also has been focused in this report. The information was gathered to prepare this report by analysing case study, theoretical concepts, visiting store, interviews from employees and management, going through dominos website and prior experience.

The study evaluate how dominos became the world leading pizza delivery company in its market segment and analyse the company’s weakness and strengths of existing strategy. Upon dissecting different aspects of the dominos process, it appreciate its effort to continuously changing market conditions by incorporating new products design and innovation to stay in the competitors.

Finally, having identified the improvement areas of existing strategy in the company, changes and recommendations has been proposed in this report regards to ensure operational efficiency to maximise profits and increase its value offering.

2 Introduction

This assignment outlines the way to bring success in business operation management delivering good product and service effectively and efficiently in the modern rapid changing economic growth era. Operation management became an important factor to maximise profit and value. It also focuses on importance of information system use in the organization to conduct activities quicker and less error. To get the best outcomes from employees an organization need to design their job providing facilities to motivate them. I have chosen dominos pizza group to prepare the report on competitive operation management.

Domino’s pizza is known as the world’s largest pizza Delivery Company for delivering hot and fresh pizzas which has earned many awards and the loyalty of thousands of pizza lovers all over the world. Tom Monaghan launches the first Domino’s Pizza store in 1960 in Michigan, USA. After that domino’s successfully expanded around the world. In 1985, they open first store in Luton, UK. Domino’s Pizza Group holds the master franchise to operate, own and franchise Domino’s Pizza stores in UK market. (Anon., n.d.)

Corporate mission statement of dominos is to be’ world best pizza delivery company ‘based on the fowling key areas:

Being best within the competitors

Keeping the quality of products

Giving the satisfactory service

Maintain good relation within employees and community (Anon., n.d.)

3 Operation management

It has been said by (John, 2002) that operation management is concerned with creating, operating and controlling a transformation system that takes inputs of variety of resources and produces outputs of goods and services needed by customer.

Operation management is the process which combines and transforms various resources used in the operations subsystem of the organization into value added products/services in a controlled manner as per the policies of the organisation. Operations function, therefore, is that part of an organisation which is concerned with the transformation of a range of input into required outputs having the requisite quality level. (Panneerselvam, 2005)

Joseph G.Monks defines Operation Management as the process whereby resources, flowing within system, are combined and transformed by a controlled manner to add value in accordance with policies communication by management. (Kumar & Suresh, 2009)

4 Importance of operation management

The role of operation management is very important for a service or product to be effective and efficient and also it can significantly affect profitability in any kind of organisation: small or large, manufacture or service, public or private, profit or not-for-profit. No business can hope success without operation management. It uses resources appropriately to create products/services that fulfil defined market requirement. Operation management deals with the product and service development function to maintain speed, cost, quality and flexibility of the product or service. The responsibilities of operation management to keep strong supplier relationship process to ensure that the raw material is being supplied in timely manner. Customer relation management provide the best quality service to the customers in order to satisfy by their demand.

5 Performance objective

Slack et al. (2004) argue that there are five operation performance objectives:

Quality: quality means the consistent conformance to customer expectations in other word ‘doing things right’ in order to meet customer demand providing high quality goods and services which are fit for their purpose. Quality also reduces cost and increases dependability in inside of the operation management. (slack, et al., 2010)

Speed: speed means the time which is scheduled by an organisation to deliver customer requesting products or services. The faster they can have the products or services, the more likely they are to buy or to pay for product. Speed reduces inventories and risk in the organisation. (slack, et al., 2010)

Dependability: dependability means doing things in time for customers to receive their goods or services exactly when they are needed, or at least when they were promised. Dependability is judged over time after the products or services provided. (slack, et al., 2010)

Flexibility: flexibility means the ability to change the operation in some way. Specifically, customer will need the operation to change so that it can provide four types of requirement:

Product/service flexibility

Mix flexibility

Volume flexibility

Delivery flexibility. (slack, et al., 2010)

Cost: the ability to produce at low cost. Low cost is a universally attractive objective.

6 Operation strategy

Johnson et al. (2005), who define strategy as ‘the direction and scope of an organisation over the long term which achieves advantage in a changing environment through its configuration of resources with the aim of fulfilling stakeholder expectorations.

Slake et al. (2004:p.67) argue that an ‘operation strategy concern the pattern of strategic decision and action which set the role, objective and activities of operation. Operation strategy is the development of a long term plan for using the major resource of the firm for a high degree of compatibility between these resources and the firms’ long term corporate strategy. Operation strategy is a strategy for the operations function that is linked to the business strategy and other functional strategy leading to a competitive advantage for the business. (Schroeder, 2003)

There are four perspectives/approaches on operation strategy- (slack and Lewis, 2002)

1) Top down: the influences of the corporate or business strategy on operation decisions.

Corporate strategy level

Business level strategy

Functional level strategy

2)the bottom-up perspective: the bottom-up view of operations strategy sees strategy as emerging from day to day operational experience.

3) resource-based operation: operation strategy is based on an assessment of the operations resources and processes.

4) Market-based operation: operation strategy is based on decisions regarding the markets and the customer within those markets that the organisation intends to target.

Michel Porter, believe that there are three generic strategies for succeeding in an industry:

Cost leadership

Differentiation

Market segmentation

Hayes and wheelwright’s (1988) four stages of operation contribution (Greasley, 2009)

Stage 1: internal neutrality: the operations function is simply attempting to reach a minimum acceptable standard.

Stage 2: external neutrality-here the operation function takes the best ideas and attempt to match the performance of competitors to be externally neutral.

Stage 3: internally supportive- here the operation function is one of the best in its markets area and aspires to be the best in market.

Stage 4: externally supportive: operations are innovative, creative and proactive and are driving the company’s strategy by being one step ahead of competitors.

Product value chain

Porters model which value adding to dominos operation. Primary activities such ordering raw materials/ingredients, delivery of materials to stores, taking order from customer, delivery of product to customers and marketing & advertising are the main concerned with producing of products and service to external customer. (Anon., 2013)

The main operation strategy of dominos in stores is to focus high quality services to their customer:

Dominos minimise operating cost by improving efficiency and processes in the store.

In order to deliver pizza on-time while it’s hot they design the location of stores.

Stores are designed to be production oriented to facilitate efficient production and provide quick customer service.

Efficient operation process from taking order until deliver the pizza to customer which includes pizza operation, cooking and boxing.

Dominos use PULSE point-of-sales-system to improve operation.

Dominos innovate product and promotion to keep their quality.

Focusable and understable menu to the customer.

7 Product and service design

Goods design of products and services is an essential element in satisfying customer needs and therefore ensuring the long term success of the organization.

Design process

The steps in the design are as follows

Idea generation Ideas for new products and services can come from a variety of sources, including the organization’s research and development department, suggestions from customers, market research data, salespeople, competitor actions or developments in new technology.

Feasibility study Product or service feasibility is assessed by market, economic and technical analysis. Market analysis consists of evaluating the design concept with potential customers through interviews.

Preliminary design The job of this stage is to have a attempt at both specifying the component products and services in the package, and defining the processes to create the package.

Final design will be assessed in the three main areas of functional design, form design and production design.

Improving design

Concurrent design can reduce the time and cost involved in the product design process.

Design for manufacture aim to ensure a product design can be produced easily and at a low cost through guidelines on such aspects as simplification, standardization and modularization.

Quality functional deployment is a structured process that translates customer needs into technical design requirement.

Taguchi methods for improving design quality include robust design, the quality loss function, target-oriented quality and design of experiments. (Greasley, 2009)

Dominos has been seen as one of the leading pizza delivery service. Quality Pizza has to be reached to customer within approximately thirty minutes that is dominos standard product and service design.

Idea generation phase –in 1960s dominos first adopted the concept of pizza. It began from USA and then established stores in uk and rest of the world.

Concept development phase- dominos started franchisees in uk which took over existing pizza shop. Dominos replaced from traditional to online ordering and interactive TV ordering.

Production phase- in 2009 dominos declined after two decades continuous phenomena of pizza.

Service-brought change menu adding new items such as oven baked sandwiches and crunch cakes. Maximised service by launching new mobile apps

Withdrawal- once product declined in sales and redesigning its core product.

8 Process design

Process design involves understanding the whole process and involves everyone in the organization as ‘operation manager’, managing process. The steps in process design are: (Greasley, 2009)

Identifying and documenting the process activities

Identifying processes for improvement

Evaluating process design.

Types of process design

Product-focused

Process-focused

Group technology/cellular manufacturing.(Gaither and frazier,1999)

Product service continuum

Product based is supported by service package-the pizza not only has to manufactured accurately , it should be deliver to customer on within a specified amount of time.

Service based- customer buys service which delivers an end product in the form of pizza.

The conversion process

Transforming resources-staff, kitchen equipment

Transformed resources- ingredients, recipies

Products-pizza’s & other food

Production process

Dominos have structured and streamlined production process from order taking to final delivery to customer.

Customer order over the phone, internet or walk in to restaurant.

Order taken by representative and enters into dominos PULSE system

Order displayed in kitchen on screen

Kitchen assistant ready dough and put sauce and cheese accordingly

Another member add topping and places in oven.

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9 Planning and control

Planning and control is reconciliation of potential operation to supply products and services, and the demands its customers on the operation. It is the set of day to day activities.

Operations planning: Planning policies for demand types are

Resource to order: the transforming resources such as staff and machinery may be place on permanent basis however, the transformed resources acquires once order is received.

Make to order: a planning policy that acquires the raw materials which is used to construct the product on the receipt of customer order.

Make to stoke: produce to a forecast of demand for the product.

Operations control: operations control is concerned with ensuring that the current behaviour of the operation system conforms with the required behaviour. Operations control tasks are:

Loading: involves determining the available capacity for each stage in a process and allocating a task to that stage. Two principle approaches are finite loading and Infinite loading.

Sequencing: the sequential assignment of tasks or job to individual process. Sequencing can be undertaken using priority rules such as DDS (customer due date), FCFS and SPT.

Scheduling: the allocation of start and finish time to each order. Techniques for scheduling include workforce scheduling, line balancing, input/output control and priority control.

Optimized production technology: is based on the identification of bottlenecks within the production process. The OPT planning and control approach uses the terminology of drum, buffer and rope.

10 Innovation and improvement

Dominos lookout for innovations to improve their product and service. Dominos some innovations is listed below;

Equipment – fibreglass tray for dough, corrugated pizza box, crisp crust and hotter deliver dominos heat wave etc.

E-commerce- ordering online and real time

Pizza tracker

I phone and android app

11 Supply chain management

Handfield &Nichols (2002) define that the supply chain encompasses all organization and activities associated with the flow and transformation of goods from the raw materials stage, through to the end user. A Supply chain management is made up of procurement, materials management and physical distribution management elements. (Jespersen & Larsen, 2005). Supply chain management may be upstream (relate to suppliers) or downstream (relate to customers)

Objective: all supply chain management shares one common, and central, objective to satisfy the end customer. The supply chain need to achieve appropriate levels of the five operations performance objectives: quality, speed, dependability, flexibility, and cost.

Activities: the following activities are done by supply chain management:

Procurement: the role of procurement is to acquire all the materials needed by an organization.

Choosing suppliers: criteria for choosing suppliers for quotation and approval include price, quality, delivery and dependability.

E-procurement: this refers to electronic integration and management of all procurement activities. this can be classified business to consumer and business to business.

Procurement information system: to enhance time, cost and reliability.

Electronic data interchange: information for sales transaction.

Physical distribution management: this refers to the movement of materials from the operation to the customer. This includes materials handling, warehousing and packaging.

Relationship in supply chain management

Business or consumer relationships

Short-term transactional relationships

Partnership relationships

Customer relationship management. (slack, et al., 2010)

Dominos pizza supply chain management approach is make-to-stock. The company supply chain support lean production. Dominos stock management and stock control is based on just in time. Dominos innovative supply chain model ensure that all purchases are controlled by centrally for franchises across the world. The supply chain network is run by the core entity which is called dominos supply chain services. Raw materials, the dough and kitchen equipment/machinery is supplied by a subsidiary company.

FARMERS

PRODUCERS

DOMINOS COMMISSARIES

STORE

STORE

STORE

STORE

Dominos supply chain model

Dominos made their supply chain services standardise and centralise even in the master franchisee level. We are going to look at supply chain work in the country level of uk supply chain:

All the food stuff(dough, ingredients) and raw materials is prepare at the central commissary in uk- located at Milton Keynes.

Then commissary supplies to distribution centres in Milton Keynes .

Finally distribution centres supply to stores across the country in 3 days.

http://pizzainaclick.pbworks.com/f/1268588518/supply%20chain%20pp.bmp

Figure: dominos supply chain management

12 Quality management

Most definition of quality will recognise the role of the customer in judging the quality of a product or service. Garvin (1988) provides a model that presents five different perspectives on a definition of quality: Transcendent, Product based, User based, Operations based, Value based. Product quality is defined by performance, features, reliability, conformance, durability and other perceptions.

Measuring quality:

Operational quality measure

Financial quality measure

Customer quality measure.

Improving quality:

Operational oriented

Financially oriented

Customer oriented.

Total quality management

A philosophy and approach which aims to ensure that high quality as defined by the customer is a primary concern throughout the organization and all parts of the organization work towards this goal.

Principles of TQM:

Quality inspection

Quality assurance

Total quality control.

Six sigma quality

A company- wide initiative to reduce costs through process efficiency and increase revenues through process effectiveness

Quality of product is very important for dominos to maintain the brand reputation. Dominos has its own supply chain network therefore 99% of its master franchises source ingredients and stock at central commissaries after that distribute to smaller franchise or store. Food ingredients of pizza supplied by dominos supplies are checked by food technologist to ensure that is safe, legal and high quality.

13 Information system

It has been said that the purpose of information systems is to get fight information to the right people at the right time in the right amount and in the right format. Because information systems are intended to supply useful information, we begin by defining information and two closely related terms, data and knowledge. (Rainer & Cegielski, 2011). Three basic activities – input, processing, and output produce the information organizations need. Organizations, people, and information technology are the dimensions of information technology. The information technology has five linled components-computer hardware, computer software, networking, data management technology, and telecommunications technology, and technology services. (Laudon & Laudon, 2009). An organization without information systems cannot run their systems from functional perspective such as manufacturing and production, sales and marketing, finance and accounting, human resources systems. Transaction processing systems, management information systems and decision support systems, executive support systems use by organization to deliver the information required to manage the company.

14 Importance of Information system

Information systems have numerous impacts on organizations as a whole. I have been able to demonstrate some of the more significant impacts in this section.

IT will reduce the number of middle managers IT makes managers more productive, and it increases number of employees who can report to a single manager. In these ways IT ultimately decreases the number of managers and experts. It is reasonable to assume then that fewer managerial levels will exist in many organizations and will be fewer staff and line managers.

IT will change the manager’s job One of the most important tasks of managers is making decisions. As well as IT can change the manner in which managers make many of their decisions. In this way IT ultimately can change manager’s jobs.

Direct cost savings IT will cut costs by automating processes and so replace people. More accurate and timely distribution of work can decrease operator waiting time and lead to efficiency based cost reductions.

Quality improvement A major benefit is the ability of a computer based system to reduce errors when it replaces a manual system.

Communications Information systems make lots easier to communicate between staff and suppliers, customers or investors.

Customer management using customer data in advanced information systems may improve reaction to customer needs.

Value chain management building direct links between partners in the value chain can improve responsiveness and reduce costs.

Flexibility IS often enable an organization to react more quickly and easily to change the marketplace.

Information system is also important for following activities an organization;

To achieve excellence of operation (efficiency, and productivity and agility)

To develop new products and services

To achieve customer intimacy and service (continuous sales, marketing and service, customization and personalization)

To develop decision making (accuracy and speed)

To attain competitive advantage

To make sure survival

15 Enterprise resource planning

Enterprise resource planning systems are software packages that enable to collect data from various key business processes in manufacturing and production, finance and accounting, sales and marketing, and human resources and storing the data in a single central data repository. Enterprise systems speed communication of information throughout the company, making it easier for businesses to coordinate their daily operations. Enterprise systems give companies the flexibility to respond rapidly to customer requests while producing and stocking inventory only what is needed to fulfil existing orders. Their ability to increase accurate and on-time shipments, minimise costs, and increase customer satisfaction add to firm profitability. ERP provide much valuable information for improving management decision making. (Laudon & Laudon, 2009)

16 Customer relation management

CRM systems are intended to build and sustain long-term business with customers. They represent a move from mass markets and mass production to customisation and focused production. CRM software tries to align business processes with strategies to recruit, satisfy and retain profitable customers (Rigby et al., 2002). The function of CRM is to:

Gather customer data swiftly

Identify and capture valuable customers while discouraging less valuable ones;

Increase customer loyalty and retention by providing customised products;

Reduce costs of serving customers;

Make it easier to acquire similar customers. (Boddy, et al., 2008)

17 Supply chain management

SCM system is the process of businesses to manage relationships with their suppliers. Information is provided by these systems to help suppliers, distributors, purchasing firms, and logistics companies share information about production, orders, delivery of products and services and inventory levels so that they can source, produce, and deliver goods and services efficiently. The final objective is to get the accurate amount of their product from their source to their point of consumption with the least amount of time and with lower cost. SCM system is one type of inter-organizational system because they automate the flow of information through organizational boundaries. Example of a supply chain management system is customer order, optimized shipping plans, shipping notifications, and other supply chain information flow among Haworth’s warehouse management system, transportation management system and its back-end corporate systems. (Laudon & Laudon, 2009)

18 Knowledge management system

This is the system which enables organisations to managing and processes by applying knowledge and expertise. Knowledge management systems collect all relevant experience and knowledge in the organisation, and make that available wherever and whenever it’s needed to develop business process and management decisions. They also provide link the firm to get external source of knowledge. KMS support processes for storing, distributing, acquiring, and applying knowledge, and also processes to create new knowledge and integrating it into the business.

. There are three major types of knowledge management system:

Enterprise-wide knowledge management system

Knowledge work system

Intelligent techniques.

19 E-business and e-commerce

E-business refers to the use of digital technology and the internet to execute the major business processes in the enterprise. E-business includes activities for the internal management of the firm and for coordination with suppliers and other business partners. E-commerce is the part of e-business that deals buying and selling of goods and services over internet. It also encompasses activities supporting those market transactions, such as advertising, marketing, customer support, security, delivery, and payment.

Dominos pizza is known as an international pizza delivery organization. The modern information system helps this company to conduct their business in an effective way. The use of information system by dominos pizza is such as:

Transaction process system (TPS)

As dominos is one of the large pizza delivery company, they sells large amount of pizza every day as result they need to order raw materials from its supplier every day. Transaction process system records all the relevant information like supplier name, address, the quantity of items purchased and finally the invoice amount.

Decision support system

Decision management system is used by the middle management of dominos to compile information from different source to support decision making and problem solving.

Management information system

Management information system provides information to run an organization effectively. There are three primary resources of MIS such as; people, technology and information. People are the most important resource. Dominos implement MIS system to prepare periodic reports of a daily list of employees and their working hours or monthly expense report comparing to budget. Dominos took the opportunity to use MIS because the function of MIS is to make profitability and information to support managers and staff to understand the overall performance of business and future direction plan of business.

‘Made for you’ system

Dominos use this modern technology system to assist to make pizza operation. On this system order will be displayed in the kitchen computer screen with a sound tone which alerts staff of kitchen.

Human activity system

The organization use this system to handle the data passed on by dominos staff working. The information unprocessed made of;

Price/cost: when sales is made customer and sales department both will have cost and price receipt hand out to them. Sales department will put that transaction into database system to calculate the total income of the restaurant end of the day.

Table number: need to know by waiting staff as they will place the order according to table number.

Date and time: this system will record the timing of order of the customer.

Payment: when payment take place it will inform to restaurant office.

20 Organizational behaviour

Organizational behaviour refers to the study of the actions of people within an organizational setting. It relates the prediction, understanding and human control behaviour and the factors that influence the performance of people in the organization. There is a close relation between organisational behaviour and management theory and practice. But organisational behaviour does not cover the whole of management; it is more exactly described in the narrower interpretation of delivering a behavioural move towards to management. The study of organisational behaviour can be seen in terms of three main disciplines- psychology, sociology and anthropology. They all have an important contribution in organisational behaviour. The main focus of attention of psychology is on the personality system; sociology on the social system; and as far as organisational behaviour is concerned, anthropology on the culture system. (Mullins, 1989)

21 Motivation

Motivation is a process that starts with a physiological insufficiency or need that activates a drive or behaviour that is aimed at a incentive or goal. (Luthans, 1992) The key understanding of motivation process lies in the meaning of, and relationship between, drives, needs and incentives. Motivation is made of these three interdependent and interacting elements:

Needs. Needs are produced whenever there is a psychological imbalance.

Drives. Drives or motives both are set up to alleviate needs. A physiological drive is simply defined as a insufficiency with direction.

Incentives. The incentive is defined as something which will alleviate a need and reduce a drive.

Mitchell identifies four common characteristics which underline the definition of motivation; (Mullins, 1989)

Motivation is typified as an personal phenomenon.

Motivation is illustrated, usually, as intentional.

Motivation is multifaceted.

predict behaviour is the purpose of motivation.

Maslow’s hierarchy of needs

Maslow identified five levels in his hierarchy needs. They are, in brief, the following; (Mullins, 1989)

Physiological needs. These include homeostasis such as the needs of hunger, thirst, sleep, and sex are some example.

Safety needs. These include safety and security, freedom from pain or threat of physical attack, protection from danger or deprivation.

Love needs. Social activities, sense of belonging, friendships, affection and both the giving and receiving of love.

Esteem needs. This level represent the higher needs of humans. It contains both self-esteem and self-respect of others.

Self-actualisation needs. The culmination of all the lower, intermediate, and higher needs of humans.

22 Job design

Job design has become known as an important application area for work motivation and the study of organisational behaviour. Job design is the process of establishing relationship between workers and the nature and content of jobs, and their task functions. It attempts to meet people’s personal and social needs at work through the organisation or restructuring of work. There are two key reasons for attention to job design; (Mullins, 1989)

To increase the personal satisfaction that people obtain from their work;

Making the best use of people as a valuable resource of the organisation and to help overcome obstacles to their effective performance.

There are various approaches to job design which are following;

Job engineering: job engineering concentrates on the efficiency of the job through time and motion analysis and person machine interfaces.

Job enrichment: job enrichment is the process of designing job with various content which require a good knowledge and skill. This makes job meaningful, interesting and challenging.

Job rotation: this is very basic form of job design which moves person one job or task to another. It tries to add variety and help removing boredom.

Job enlargement: scope of job and job range is made bigger that a person carries out. Job enlargement is a horizontal job design.

Goal setting: building goals, feedback, and incentives into the structure of the job.

Sociotechnical approach: making a group or team responsible for the job and balancing the social and technical aspects of the job.

There are many influences on how jobs are designed. These include the division of labour, scientific management, method study, work measurement, ergonomics, empowerment, team working and flexible working.

23 Importance of job design

The position of an organisation value can be increased by good job design where worker will be engaged to perform their job properly that will reduces individual and organisational risk. Job design leads to effective and efficient of an organisational behaviour and better outcomes from employees. Key benefits include: (Anon., 2010-2011)

Organisational benefits:

Increased productivity and efficiency

Less need for close staff supervision, checking and control

More effective work team

Skilled, flexible, responsive and able workforce to meet work requirement

Targeted training to maximise value from training investment

Improved talent management and succession planning

Safer and healthier workplace

Improved employee attraction, engagement and retention.

Employee benefits:

Greater clarity of work role, purpose and accountabilities

Shared understanding of work expectations with supervisor

Good team cohesion as roles, relationships and resources are clearly defined

Varied work and challenges, opportunity to develop work skills, flexibility and experience

Targeted training to meet current and future jobs needs

Better career pathways and developmental opportunities

Safer and healthier workplace support for work/life balance

Increased job satisfaction and engagement.

24 Conclusion and recommendations

From based on studying of dominos pizza operation, it has been summarised that dominos pizza group plc is a leading player in the rapid growing pizza delivery market and hold the exclusive master franchise to operate, own and franchise dominos pizza stores in the around the world. As a company, dominos had been able to continue its success in the past and also have ability to compete with the innovation in the existing market, but this was more push based rather then pulls based. Although, dominos shown ability to innovate but it was more as a ‘catch up’ and not as a more perceptive customer led changes.

Dominos needs to make changes more sensitive and customer led, rather than keeping in action one successful model with the unchanging manner, it needs to focus on the customer feedback and adjustment with customer demands. Dominos also trying to dilute its core proposition, which is following:

Takeaway/delivery of pizza’s

On time pizza delivery

Minimum number of products to deliver quickly.

Dominos also expanding their products to protect them from the potential threat as the fast food industry changing fast. As result dominos is facing some drawbacks such as difficulties in supply chain network, potentially increase of cooking time and thereby more time on delivery. If their operation management become successful to manage expansion food well, they will be able to generate maximise profit which will increase its market share.