Analyzing Domino's Pizza Company with the Mintzberg Model
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This report analyzes the Domino's Pizza Company using the Mintzberg model to examine its organizational structure and functions. It provides recommendations based on the findings.
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Running Head: HOSPITALITY MANAGEMENT Hospitality Management Name of the Student Name of the University Author Note
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1HOSPITALITY MANAGEMENT Executive Summary The aim of this report is to analyze the Domino’s Pizza Company with the Mintzberg model along with the examination of the functions of different sections of the organization. The Mintzberg model is an effective framework to find out the design of various aspects in an organization. This model comprises of six fundamental parts such as ideology, strategic Apex, Middle line, Techno-structure, supporting staff and the operating core.The report scans the various parts of the Domino’s Pizza Company through this framework and concludes by providing suitable recommendations.
2HOSPITALITY MANAGEMENT Table of Contents Introduction......................................................................................................................................4 Discussion........................................................................................................................................4 Part 1) Reflective Practice.......................................................................................................4 Part 2) Report...........................................................................................................................6 Overview of the Company.......................................................................................................6 The Mintzberg’s Organizational Model..................................................................................6 The Domino’ s Pizza company and the Mintzberg’s Model...................................................8 Effectiveness of the Structure................................................................................................13 Recommendation...........................................................................................................................14 Conclusion.....................................................................................................................................15 Reference.......................................................................................................................................16
3HOSPITALITY MANAGEMENT Introduction An organization is an integrated unit of individuals which is designed to achieve the collective goals. The organizations are the open systems which are greatly affected by the environment they work under. In the highly competitive industry, the organizations build their own management structure which help to build relationships within the workforce. There are various departments and each department has its own specific performing abilities, roles and responsibilities. A well-structured organization achieves the utmost coordination with formal and effective channels. It also describes the way the separate actions are connected together and help the organization to achieve the desired outcomes. An organizational structure also includes the division of power, role, responsibilities, authority in the workforce along with the vision, mission and culture of the organization which it nourishes and wants to achieve in future. The present report will analyze the Domino’s Pizza Company with the Mintzberg model along with the examination of the functions of different sections of the organization. The Mintzberg model is an effective framework to find out the design of various aspects in an organization. This model comprises of six fundamental parts such as ideology, strategic Apex, Middle line, Techno-structure, supporting staff and the operating core(Janićijević 2017). The report will scan the various parts of the Domino’s Pizza Company through this framework and conclude by providing suitable recommendations. The report will start with providing a reflection regarding the internship at Dominos Australia. It will conclude byscanningtheorganizationalstructureofDominosthroughthemodelandanalyzeit effectiveness. A proper recommendation will also be provided based on which the company can reduce their cultural clashes in future.
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4HOSPITALITY MANAGEMENT Discussion Part 1) Reflective Practice During the time of my internship in Dominos Australia, I worked as a sales executive and involved into few operations which were highly interesting for me. The activities were the interacting with the clients, listening to them and advising them and launching new ad attractive products and services for the clients. As a whole, I had become responsible for the conduction of smooth transactions with the consumers. I was also made to look after the administrative operations of the company such as data entry, customer e-mails and customer updates and many others. However, I was there for the time duration of three weeks and reported to my manager every day. Within this short time period, I learnt more than I expected and found myself to be developing my analytical skills and the managerial abilities too. No, doubt Domino’s is a renowned company, but after my internship, I would like to acknowledge Domino’s as one of the biggest food chain operators in Australia. I would also like to appreciate the outstanding growth that the company has experienced. There are certain factors which facilitate the growth of the company such as the ability to adopt the changes and the vibrant operations too. I believe it has been possible for the company manager’s leadership qualities. Another strength of the organization is the team spirit as well as the clear follow up of the objectives of the company. The integrated bond among the employees and the support of beach other help the organization to develop fast. The role of the manager is also highly important as he helped me a lot in adjusting in a new environment. There were 20 interns and he managed them so well. The manager’s decision making skills are highly effective in nature and with the capacity to hold the influential quality in order to push the employees
5HOSPITALITY MANAGEMENT towards their goals. The report will further proceed with the company overview along with the Mintezberg’ organizational model. Domino’s is such as organization which is focused in the ethical aspects of business. As a sales executive in one of the biggest food chain operators, I must say that I have many working capabilities and personality traits but at the same time I need to work on my knowledge regarding the products and services of the company with greater details. I faced difficulty in the communicating with the customers while dealing with them. I specially occurred when I was dealing with the transactions operations. Hence, the manager of the company suggested me to use the marketing management approach to address the difficulties. I have decided that I will monitor my performance regarding dealing with the barriers which affects my performance in a negative manner. The main barrier I faced was the hesitation to ask questions in the professional environment. After the suggestion of the manager, I penned down my queries and asked him only when he was free. This worked as an easy way of resolving my communication issues. Part 2) Report Overview of the Company The Domino’s pizza Enterprise Limited is the biggest pizza chain across Australia as far as the network sales is considered. It is also the largest franchisee in the world of Domino’s. The first store which was opened in Australia was in Springwood, Queensland in the year 1983. The home deliverypracticewasinitiatedby the Pizza Oven Family Restaurantin Australia. Currently, there are almost 600 stores of Domino’s around Australia and the company is deciding expand the stores in numbers. Most of the stores are in cities like Adelaide, Melbourne and Sydney and in the rural areas too like Armidale. In the year 2017, Domino’s launched a type of camera unit for quality control and named as Pizza checker(Dominosfranchise.com 2019).
6HOSPITALITY MANAGEMENT The Mintzberg’s Organizational Model It is a framework that is initiated by Henry Miintzberg in the year 1983. According to him, there are five parts of an organization. These are as follows: The Strategic Apex The strategic apex addresses the top management of the organization including the supportive staffs who are required by the top management. The techno-structure This step covers the analysts such as the engineers, planners, accountants, personnel managers and the researchers too. The Middle Line Themiddlelineconsistsofthemiddleandlower levelmanagementstaffinan organization. The Support Staff Those people who are responsible for providing indirect services to a company are included in the support staff segment(Mintzberg 2017). The Operative Core
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7HOSPITALITY MANAGEMENT In this level, those workers are included who are responsible for the execution of tasks. Image – 1 – Mintezberg Model Source -(Mintzberg 2017) The Domino’ s Pizza company and the Mintzberg’s Model The Ideology in the Organization The ideology comprises of the shared vision, values and culture of an organization. The objectives of an organization are reflected by the mission statement of the organization. Notably, the mission statement requires to be clear, concise and expressive of the business strategy in an effective manner. The mission statement of Domino’s is highly expressive of their vision and values. It states “Sell More Pizza, Have more Fun “which is true to the words. It connotes the future aim of the company that is to become one and only pizza company They focus more on
8HOSPITALITY MANAGEMENT the customer satisfaction and profit through customer demand. The vision statement on the other hand is considered as the renouncement of the goals of the organization. The vision statement is solely related to the mission statement of the company. The vision statement of Domino’s Pizza is “Leading the Internet of Food, In Every Neighborhood”. This statement is connected with the mission statement of the company. The company can reach every corner of the neighborhood by selling more and more pizza. This is the clear objective of the company. The values of the company are the core beliefs of the company which they follow during operating. It defines the beliefs and the ethics based on the activities conducted by the management and the employees. The company values the employees and customers because they consider them to be the foundations of the company(Seekingalpha.com 2019). The organizational culture of Domino’s focuses on multiculturalism. Since it is an international enterprise, there are people from different parts of the world are employed in the workforce. It is true that multiculturalism promotes the talent pool. However, communication problems also occur due to cultural diversity. The Strategic Apex The Domino’s Pizza company is aimed at delivering the best quality product to its potentialand stand up on the expectationof the customers. The company also aimsat maximizing the number of stores and in Australia and other countries too. The future strategic plans of the company are to consider the various factors which affect the company’s strategic planning, execution, development and evaluation. In the next few years, the company envisions to enter the market of Europe too(Moen 2017). The company is best at its strategies of retaining the employees and the customers. The employees are paid high with job security under a good
9HOSPITALITY MANAGEMENT working environment. The customers on the other hand are offered high quality and innovative products at lower prices. The company pays value to the customers’ money and provide them excellent product and services. Apart from the employees and the customers, the company also abides by the ethics of business and follows the government regulations, taxes, policies and contribute to the growth of the society and economy. Image 2- Domino’s Organizational Hierarchy Source –(Hospitalitytech.com 2019) The techno – structure The marketing department of Domino’s Pizza has taken up all the responsibilities of internal and external operations of the company in both the Australia and New Zealand Zone. The company concentrates on the marketing aspect because it plays an integral role in the
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10HOSPITALITY MANAGEMENT expansion of the business. The marketing department of the company is contributive of the soaring sales of the company. The company sponsors the Saturday night TV shows such as Britain’s Got Talent which helps the company to increase the attractiveness for the customers. Don Meji is the CEO of the company and keeps monitoring the innovation of new types of food satiating the needs of the customers along with the marketing campaigns on social media and at the retail stores. The company uses advanced meet processors in its Pizza production and superior quality of spices too in order to reach the standard flavors the customers expect. Middle Line The Domino’s Pizza’s organizational culture is the role culture and it is highly affected by the macro environment. The role culture denotes that position is the primary power in the role culture. In this type of organization that is under the role culture, staffs are provided with the opportunity to identify their own individual roles. Having the own hierarchical bureaucracy system these type of business become successful in the stable environment. The manager is the most successful person because people are below him and work under his directions. It is better because the employees have the chance to grow their career and avail promotion. However, the communication channel is poor in this type of organizational structure because a single message has to pass through many levels. The strategies are set by the managers. The primary role of the manager is to plan, organize, lead and control. The entire cycle is not complete until all the roles are executed. Hence, it becomes necessary to manage diversity in the workforce. Support Staff The human resource department of Domino’s is highly initiative in their approach of taking care of various aspects of the organization. They are extremely enthusiastic in their way of
11HOSPITALITY MANAGEMENT ensuring that the employees are getting paid properly and on time. The search for the equitable bonus and other benefit plans. Apart from this, they are also engaged in sourcing and acquiring the developing programs and getting the top talents in their organization. The developing programs help the members to get the best out of the work(Taran, Boer and Lindgren 2015). The human resource team of Domino’s is also providing the stakeholders with the metrics and persistently working on the talent summit and other workforce planning. Along with these, the corporate benefit programs are also being conducted in order to improve on the corporate benefit programs. The accounting and finance team on the other hand, is taking a cross –functional approach which turns the accurate reporting and numbers into the meaningful information. The team members also have the opportunity to share all of their financial expertise through partnering with the business managers. This is done in order to make all the areas of the company strong. Image 3- Domino’s Strategic operations Source – (Dominosfranchise.com 2019)
12HOSPITALITY MANAGEMENT The Operating Core The operations of Domino’s Pizza are based on the three needs of McClleland. The employees of the company are always motivated to execute their tasks and promote the goals of the company. The team members of the company are supportive to each other because it is a team based work and facilitate them to achieve their objectives. However, outside of the U.S, there are no corporate stores of Dominos. There are more than 4,500 franchise stores which can pose a serious problem for the company. In the year 2009, a Youtube video surface which illustrated how the employees can put the reputation of the company at stake. It also revealed that one of the employees had a criminal background. Hence, the company must review its hiring processes and implement a stringent code of ethics to deal with such issues. Along with it, the thirty minutes’ delivery practice increased the number of the accidents. Therefore, these had to be cancelled. Later, it became reintroduced with the concept re-modified. Now, it is positioned as a gift to the customers(Seekingalpha.com 2019). Effectiveness of the Structure Hence, it can be seen that the Domino’s Pizza company has a flat organizational structure. As per the manager of the company, the staffs can communicate with each other from top to bottom and bottom to top. Overall, it is an effective organizational structure for a small enterprise because it is one of the cheapest structures to afford. The second advantage is that they have less number of managers and the benefit is hat that the expense of remunerations to the managers are reduced in this way(Serrat 2018). The intensity in the organization is reduced due to this and there are only few levels in the hierarchy. The levels are the lower level, middle level and the Top Level Figure. In Domino’s the employees can work comfortably and resolve any problem rapidly as there is not more stages of supervision. However, there are issues with the
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13HOSPITALITY MANAGEMENT stages of controlling and sharing of strategies and vision at all levels equally. The managers are less but the number of staffs are more which lead the manager to lose monitor over the staffs (Hospitalitytech.com 2019).The relationship between the managers and the employees might become ruthless due to this type of organizational structure. Notably, since the company possess good and dedicated employee, there is not such instances and this organizational structure has been effective for the Domino’s Pizza company. Recommendation After the above observations and analysis, it can be perceived that the company is operating with formal way of communication. The communication, relationship and group dynamics can be strengthened if there are some space for relaxing both for the managers and the staffs. They must arrange for team outing, informal meetings and others to reduce the work related stress and to promote teamwork. The management should be more open regarding the customer feedbacks and the competitions strategy. They can easily gather more data by talking to the customers personally. This will help them to improve on their existing strategies. The transparent communication is the key to succeed fast in the operations. In order to reduce the cultural clashes which are likely to occur due to the variety of people working with Domino’s, there are few strategies too. They must conduct the training programs to make the employees understand the value of having a diverse workforce. The ethical conduction of the operations will pose
14HOSPITALITY MANAGEMENT theirbrandashavingthebestCSRvalues.Theymustconductweekly conferences to share values and ideas among the staffs. Conclusion Therefore, from the above discussion, it can be said that Domino’s is one of the largest food chain operators across the countries like Australia. The present report has analyzed the Domino’s Pizza Company with the Mintzberg model along with the examination of the functions of different sections of the organization. The Mintzberg model has proved to be an effective framework to find out the design of various aspects in an organization.
15HOSPITALITY MANAGEMENT Reference Dominosfranchise.com (2019).Domino's Franchise Australia - About Domino's Franchising. [online] Dominosfranchise.com.au. Available at: https://www.dominosfranchise.com.au/about- dominos-franchising [Accessed 5 Jan. 2019]. Hospitalitytech.com (2019).How Domino's Pizza Overcame Communication, Operational Challenges. [online] Hospitality Technology. Available at: https://hospitalitytech.com/how- dominos-pizza-overcame-communication-operational-challenges [Accessed 5 Jan. 2019]. Janićijević,N.,2017.ORGANIZATIONALMODELSASCONFIGURATIONSOF STRUCTURE,CULTURE,LEADERSHIP,CONTROL,ANDCHANGE STRATEGY.Ekonomski Anali/Economic Annals,62(213). Mintzberg, H., 2017. Developing theory about the development of theory. InHandbook of Middle Management Strategy Process Research. Edward Elgar Publishing. Moen,D.,2017.TheLeader-Investigator:UsingLeadershipStudiesasaModelfor Conscientization Through Adaptive Leadership, the Four Frames Approach, Giving Voice to Values, and the Competing Values Framework.Journal of Thought,51. Seekingalpha.com(2019).[online]Availableat:https://seekingalpha.com/article/4183476- dominos-pizza-revisiting-growth-strategies [Accessed 5 Jan. 2019].
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16HOSPITALITY MANAGEMENT Seekingalpha.com (2019). [online] Available at: https://seekingalpha.com/article/4155867- dominos-pizza-u-k-quietly-shaping-next-mcdonalds [Accessed 5 Jan. 2019]. Serrat,O.,2018.Mintzberg'smodelofmanaging:Randomthoughtsfroman observation.Unpublished manuscript, The Chicago School of Professional Psychology. Taran, Y., Boer, H. and Lindgren, P., 2015. A business model innovation typology.Decision Sciences,46(2), pp.301-331.