Hector Santoro UNIT 21 ASSIGNMENT
Domino’s Pizza Report
This report will go through all the training and development that Domino’s exercises. An in-
depth analysis will be given to you on how important the training and development is for one of the
biggest, busiest, and most profitable fast-food franchises in the world. I will break down their
formula so that you gain an easy understanding of how well the staff work together to
deliver arguably the greatest Pizza service on the planet on a consistent basis. Part of this report will
provide you with the benefits and costs that training, and development has to Domino’s. As well
as how it helps the organization fulfil its objectives and remain at the number 1 spot in being the
world's largest pizza franchise. In 2019, pizzatoday.com released a list of the top 100 pizza franchises
in the world. Dominos was at the number 1 spot with a whopping $13,545,200,000 as their gross
sales.
The difference between training and development is that training is obtaining the skills and
knowledge in order to master yourself for the necessary job role, whilst development is the
growth that someone makes in their overall self which comes after the training stage.
Why do Dominos train its employees?
There are many reasons as to why Dominos trains its employees. Every fast-
paced company needs to make sure its staff are aware of what their objectives are and how
to properly carry out those objectives. This is because dealing with food can be very
costly due to the consumers having their own preferences, for example, allergies, gluten
free, vegan friendly products and so on. The staff need training on how to stop cross
contamination of ingredients, demolish the spread of biohazards, and make sure the
facilities are always clean. If the staff are not trained in these procedures, a customer
may receive a product that does not adhere to their needs/wants, for example, a customer
ordered a pizza with gluten free dough but still got regular dough. This could result in poor
customer satisfaction, customer may get sick, hospitalized etc. Dominos may get sued or put
up in the media for bad service which in turn, gives a nasty brand image and hefty fines. The
impacts of fines and bad brand image is that heavy fines would knock their profit margins
and negative brand images could damage customer confidence as a negative image would
result in consumers looking for “better” options due to a smudged reputation.
Another reason for Dominos training its employees is because it must keep its proven work
system running all the time. What this means is that they follow a set of steps to
deliver customer orders at a certain standard in a timely manner. Training staff how to make
the pizza and side orders is very important because they must make it correctly and as
quickly as possible. If any orders are messed up, it almost always results in customer
complaints and refunds which then results in less profit due to a lack of training. The staff
needs to be trained in an operational manner. This means that the workforce will be
constantly maintained, developed and improved so that the staff are always ready for
operational duties. The aims and objectives of Dominos is to be the number one pizza
company in the world and in every neighborhood. Dominos uses a strategic method
of training which helps them with the aims and objectives as it provides them with all the
necessary tools, values, information and goals they need. For example, the gateway ID is the
staff portal used at Dominos, which is where training, development, staff rotas, personal
information and contact information is all accessible to the Dominos team. Dominos can use
training to meet their business objectives as proper training can result in a smooth workflow
that is efficient and has an increase in profit. This means that training employees on
delivering excellent service to customers can strengthen customer loyalty,
satisfaction, brand image and so on. All of this is crucial for Dominos as they can gain a huge
, amount of turnover for themselves. Dominos staff need to be trained on product knowledge
as it is very important for them to realize the differences that we all have in our eating
habits. For example, knowing what ingredients to go on which pizzas, which storage pots
the ingredients need go in, noticing out of date products, knowing when to change storage
pots for cleaning, and how to handle different products such as deserts, drinks, and sides. A
very crucial aspect of the training at Dominos is on health and safety. As you can
imagine, every organization must go through health and safety protocols and training. But
there are specific regulations and legislations that a food organization like dominos must go
through. This is because they make food which has a lot more requirements such as making
sure they are stored correctly, they don’t mix, kept in the right temperature, handled with
care, well sanitated area for where they are kept and much more.
Assessment of the reasons for training staff at Dominos
As you can see above, there are many reasons as to why Dominos trains its employees. This
section will break down these reasons and give you the most important one for the
company. It will provide you with examples to make a clear understanding for you. The last
paragraph will provide you with the most important reason and why.
The first is the awareness of the job role and what they need to do in order to be successful
in it. Dominos need to make sure that their workers are filled with the knowledge needed
for the activities to be carried out. If Dominos does not have a workforce that is aware of
their responsibilities and duties then it can be terrible for the business as there is a lack of
control, messy workflow, constant pressure, poor level of sanitation in
the workspace and lack of sales. If there is a lack control this means that staff could be
taking breaks whenever they want or doing the wrong things at the wrong time without any
proper guidance from superiors. A messy workflow would mean that colleagues may not get
things organised such as side orders not being ready to be put in the oven or not having
enough staff to help with making pizzas etc. This forwards the staff to
get constant pressure if there is an overload of orders at any time or on rush hour. There
would be poor level of sanitation as cleaning would not be happening as much due to a lack
of awareness that certain pieces of equipment or items need to be cleaned/looked after.
And finally, the lack of sales would arise because all the combined examples given to
you will deter the customers in wanting to buy from Dominos as the consumer experience
will not be up to the standard they pay for.
Their proven work system is something they pride themselves on. This is because it
ensures each order must be made in a timely, correct, and profitable manner. What this
means is that every order must be either delivered within 30 mins and every in-store
order must be completed within 15 mins. If not, then the customers must be given their
order for free if the 30-minute mark has gone over. This is a promise made by Dominos to its
customers which shows you how vital it is for them to have their workers trained as
they must have their system work every second of every day. Having the order completed in
a promised set amount of time is one thing but making sure the correct items have been
made or gone in the right order is another thing that needs heavy attention and training
from the workforce. Customers would call up or make complaints that can lead to many
problems for the business, such as customer loyalty not being strong, refunds that lead
to lower profit margins for each store, as well as a bad word of mouth being spread about
the bad service. This leads to ensuring that the orders are all profitable because if any order
is messed up then customer can demand refunds or other free products need to be given to
