Domino's Pizza Quality Management

This assignment delves into the implementation of Total Quality Management (TQM) at Domino's Pizza. It analyzes the use of TQM tools such as Fishbone diagrams and Pareto charts to identify and address quality issues. The analysis also explores Deming's approach to TQM and its application in enhancing customer satisfaction within the food industry context.

Total Quality Management

Executive summary
Total Quality Management typically aims to improve quality standards through
identifying the best measures to meet expectations of customers. Organizational development is
yet another benefit that can be acquired through TQM. The present research work is emphasizing
on Domino’s wherein focus has been laid on quality management. At the same time, the study
has also analyzed the importance of implementation plan in managing and upholding the value of
business services. Moreover, discussion is also laid on tools and principles of quality
management that helps Domino’s to ensure that appropriate services are being delivered.
Deming and Crosby models have also been discussed in relation to suitable execution of quality
aspects.

Table of Contents
Introduction......................................................................................................................................1
Discussion........................................................................................................................................1
1. Why TQM or its parts should be implemented in Domino's Pizza?........................................1
2. What quality management concepts, principles, and tools should be implemented within
Domino's to achieve business benefits?.......................................................................................3
3. How to implement TQM in the business.................................................................................5
Conclusion and Recommendation...................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Total Quality Management is a system of managing quality aspects in the business
through maintaining high standards in organizational activities and processes (Tzamalis,
Panagiotakos, & Drosinos, 2016). The present research study has been emphasizing on benefits
of implementing the approach of Total Quality Management. Along with this, the discussion is
also made of quality management concepts, principles, and tools which help the business entity
to achieve numerous benefits. Furthermore, the researcher has also mentioned the steps which
are required to implement total quality management approach in business activities. Hence, in
the study, the overall management of total quality management is being stated in a detailed
manner.
DISCUSSION
1. Why TQM or its parts should be implemented in Domino's Pizza?
Total Quality Management is an important approach to implement in Domino's Pizza
because the requirements of customers are changing on greater extent. Since Domino's Pizza is
the largest pizza chain; hence the business is required to emphasize on the needs and demands of
customers. Quality holds an important place in business services; therefore to maintain the
interest of customers, it is vital for Domino's to implement quality management approaches
(Sallis, 2014). At present, Domino's have been experiencing numerous problems and challenges
which is reducing business's capabilities and efficiency; therefore this is the reason
implementation of TQM is essential. It is also useful to raise business standards through adopting
quality measures.
Apparently, with the help of TQM, Domino's will be able to strengthen its competitive
position in external market place, and that can also assist the business to enhance customer base.
Currently, every business focuses on attaining competitive advantage; however, for that several
efforts are required to be laid on developing quality standards. With the help of TQM, Domino's
will be able to adapt to changing and emerging market which will also encourage business
services (Pineda, 2013). Productivity level of business can also be enhanced; therefore there are
various benefits which Domino's can acquire through implementing approaches of TQM. The
approach also directs the business to eliminate waste and defects from the process of production;
henceforth it is quite useful regarding organizational development.
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The main targets of Domino's are youngsters and kids; thus the business has to focus on
health aspects so that customer's requirements can be met. In addition to the same, processes and
activities of Domino's can be streamlined as a proactive work system. Similarly, challenges and
problems in work systems can also be eliminated through the application of TQM. It has been
observed that quality management approaches help in reducing duplicate efforts; thus
unproductive activities can be eradicated from business's practices. Along with this, regarding
cost and time, other benefits can also be acquired through correct implementation of Total
Quality Management (Obeidat, Hashem, Alansari, Tarhini, & Al-Salti, 2016). Currently, many
competitors have entered in pizza industry; therefore this is bringing huge challenges for
Domino's. Thus, to retain the position in external market place, it is necessary for a business to
readdress all the problems and to take necessary steps.
In the realm of competitiveness, Domino's must comprehend the requirement of customer
satisfaction. Total Quality Management typically aims to improve quality standards through
identifying the best measures to meet expectations of customers. The interventions of TQM can
assist Domino's to quantify problems to eradicate all such problems that affect business
processes. For instance- customers usually desire for timely services; however waiting time
changes the interest of customers (Oakland, 2014). With the implementation of quality
management approaches, waiting time can be reduced through suitable scheduling and client
handling processes. At the same time, the process of delivery can also be enhanced so that faster
services can be provided to the customers.
Organizational development is yet another benefit that can be acquired through TQM. It
can also improve work culture by educating the employees towards quality development. The
proactive work culture at Domino's can prevent mistakes; hence ultimately corrective measures
can be implemented. In this area, Domino's can also implement Juran Quality Trilogy which
comprises of three legislative processes such as quality planning, quality control, and quality
improvement.
Quality planning involves the development of awareness for improvement which also
leads to attaining organizational goals. However, the management of Domino's needs to show
greater commitment to planning for changes and accordingly it generates the need for training
and development (Mok, Sparks, & Kadampully, 2013). Furthermore, quality control is yet
another process that develops the methods to test the products and services for quality
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dimensions. Therefore, the stage of testing eradicates deviation from business processes, and
ultimately it leads to transformation and improvement. Afterwards, Domino's can seek for
excellence and perfection through improving business standards. Domino's is also required to
diagnose the problems on a constant basis so that suitable solutions can be developed
accordingly.
Here, it is clear that Domino's is required to pay attention to the implementation of Total
Quality Management because of the above-mentioned benefits. However, prior implementing the
approaches, it is imperative for Domino's to ensure that employees give their consent to adopt the
changes. Apart from this, The Deming Cycle can also be adopted at Domino's for the purpose of
analyzing the efficiency of components of business processes. The process can allow Domino's
to measure the performance level and accordingly, decisions related to improvements can be
taken.
2. What quality management concepts, principles, and tools should be implemented within
Domino's to achieve business benefits?
The tools of quality are designed for the purpose of identifying issues related to quality.
Since Total Quality Management approach is essential for Domino's; therefore it is also vital for
the business to identify all the related issues. There are various tools that can be applied in the
quality area such as a cause-and-effect diagram, check sheet, control chart, histogram, Pareto
chart, scatter diagram and stratification (Mohammad Mosadeghrad, 2014). To showcase the
benefits of total quality management, several principles should be implemented so that degree of
benefits can be enhanced. Application of Fishbone chart will assist Domino's to identify causes
for an effect or problem and accordingly it provides ideas for improvement. Typically, it is used
to structure a brainstorming session; hence Domino's can acquire numerous benefits through its
application.
The tool includes methods, machines, people, material, measurement, and environment.
This can aid Domino's to find manage business aspects and practices in an appropriate manner. It
also shows causes of a specific event which analyzes the entire process of production and
manufacturing. Ishikawa is useful regarding identifying the ways to prevent quality defect which
causes an overall effect (Jurow & Barnard, 2013). Hence, each cause or reason that leads to
imperfection is typically a source of variation. Afterwards, causes are grouped into different
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categories which help in identifying the sources of variation. It includes a root-cause analysis
which is intended to express the relationship between different variables.
At the same time, it also provides additional insights into process behavior. Therefore,
Domino's has to ascertain the causes through brainstorming session and by analysis. Further, it is
grouped into different branches, and that also leads to restructuring the approach. Hence, in this
context, Domino's has to emphasize on lean manufacturing to strengthen production system. This
also requires focusing on 5Ms. Therefore, implementation of Fishbone diagram can assist
Domino's to identify all the elements that have the greatest impact on business processes and
practices. Moreover, this includes a grouping of causes which separates overall business process.
To implement quality aspects in Domino's, it is essential to find out the problems so that overall
business practices can be improved. According to the problem statement, suitable ideas can be
implemented to reduce the effect of possible causes (Gould, 2013).
Moreover, Domino's can also implement Pareto chart wherein significant factors are
depicted on a bar graph. The lengths of the bar show frequency or cost and then they are
arranged with longest bars on the left and shortest to the right. Therefore, in this way Pareto chart
is useful for Domino's in depicting the situations which are highly significant for business
success. Through this, the frequency of problems or causes in a process can be identified, and at
the same time, it can ascertain all specific components of a service. However, at the same time,
Domino's needs to decide the categories to group items (Gimenez-Espin, Jiménez-Jiménez, &
Martínez-Costa, 2013). Measurement is also appropriate so that significant factors can be
determined that has a direct impact on business services. For instance- the chart will be useful for
Domino's in analyzing the frequency of problems like customer complaints.
In the chart, all the complaints are equally rated and accordingly specific solutions can
be found out. The left vertical axis in the chart represents the frequency of occurrence; however,
on the alternate side, it can also represent cost or any other significant unit of measure. Contrary
to this, the right vertical axis shows the cumulative percentage of a total number of occurrences
of a specific factor. Since the reasons are placed in decreasing order; the cumulative function is
termed as a concave function (Gharakhani, Rahmati, Farrokhi, & Farahmandian, 2013).
Domino's can implement Pareto chart to highlight the most important aspect among a different
set of factors. Moreover, in the process of quality control, it is highly useful in showing sources
of defects in the entire process. Additionally, it also describes the highest occurrence of the
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defect along with the reasons for which the problem is being developed. For each of the bar in
the Pareto analysis, it shows acceptance limits and how it produces problems and challenges.
Apart from this, the approach of stratification can also be implemented through the combination
of other data analysis tools.
The meaning of data is not comprehensive when a variety of sources are lumped together
to see the impact of problems. The technique is also useful in separating the data to see the
patterns. Domino's can use this technique of stratification especially when data analysis may
require separation of different sources and conditions. This can also strengthen the data
collection process of Domino's in different product and service categories.
3. How to implement TQM in the business
The specific plan is required to be developed for the purpose of implementing TQM in
Domino's. In this respect, the business can implement Deming's approach and Crosby's approach
to quality improvement (Fu, Chou, Chen, & Wang, 2013). Hence, in this respect, the manager is
suggested to consider all the necessary points.
 Creation of constancy of purpose is vital to improve products and services. Hence,
Domino's should consider the areas of improvements and accordingly new changes
should be implemented in business courses.
 Afterwards, adoption of new philosophy is vital to improve the business situation of
Domino's.
 Inspection and observation are termed as the only method through which quality
prospects can be ascertained (Doeleman, Ten Have, & Ahaus, 2014). However, at this
stage, Domino's should cease its dependence on inspection to maintain quality.
 Price should not be the only method to judge the quality of business; however, Domino's
should adopt new measures to minimize total cost through handling business activities in
an appropriate manner.
 There should be a constant focus on improvement after planning about business
development.
 Provision of training is also vital to make people understand the way to deal with quality
aspects (Augusto, Lisboa, & Yasin, 2014).
 Leadership plays an important in quality management; therefore suitable leadership
should be instituted accordingly (Davis, Lockwood, Pantelidis, & Alcott, 2013).
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 All the prospects of challenges and issues should be minimized through driving out the
scope of fear.
 There should not be any barrier between staff areas to control organizational work
practices.
 Domino's should ensure that targets are not determined for the employees since that can
create burden and can also hamper quality prospects.
 The management of Domino's should also ensure to eliminate numerical goal for the
employees.
 The system of performance management should be changed accordingly; therefore there
should not be any rating system for the employees (Dale, 2015).
 Employees should be provided the opportunity to educate themselves which can lead to
self-improvement. This is yet another chance of developing organizational performance.
 Lastly, in the process of change, top authorities of Domino's are entitled to employ equal
rights and obligations to the employees so that all can contribute to accomplishing the
aims.
Apart from this, Crosby's 14 steps to quality improvement can also be adopted at Domino's to
implement the plan of total quality management.
 The management of Domino's needs to show greater commitment to improving quality
processes, and it should also be communicated to all the employees of Domino's.
 At the next stage, Domino's must also form quality improvement team so that the can
contribute to the development of business standards.
 There should be a specific measure of quality in current practices, and that should be
done prior Domino's establishes a plan for quality improvement (Chaudary, Zafar, &
Salman, 2015).
 Identification of cost for quality is also essential to implement the methods in suitable
methods.
 Domino's should work on generating awareness among the employees regarding the
importance of quality management. This can help the employees to contribute to
organizational development.
 Afterwards, quality problems should also be identified at the same time so that corrective
actions can be taken accordingly. The Proper system must be implemented in this area.
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 Domino's should also plan for zero defects by showing greater commitment towards
quality aspects of products and services (Bon & Mustafa, 2013).
 All the supervisors of Domino's are entitled to maintain quality dimensions and for that
training sessions are essential.
 Employees should execute total quality management process through eradicating all
defects and challenges.
 The management of Domino's should involve everyone in goal setting so that overall
improvement can be facilitated.
 Along with employees, management should also try to eliminate causes of errors through
observation and survey.
 Employee recognition also holds importance in quality development, and this also allows
the employees to participate in goal achievement procedure (Barata & Cunha, 2017).
 Afterwards, quality councils should be created through emphasizing on specialist
procedures. However, quality councils should meet on a regular basis.
 At last, the process of total quality management should be reviewed and analyzed to
identify its contribution in the development of Domino's.
CONCLUSION AND RECOMMENDATION
On the basis of entire discussion, it can be said that focus on quality is crucial as that not
only improves the standard of business; but also it provides more opportunities for growth and
success. From the research, it is identified that prior executing any process into practice;
Domino's needs to ensure that it is suitable in eradicating all the defects and errors. Thus, on such
basis, it is recommended that Domino's should facilitate equal participation of all the employees
so that all can contribute to organizational development. Moreover, Domino's should also show
greater commitment towards quality aspects; hence appropriate provision should be there for the
employee training and coaching within the workplace.
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REFERENCES
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Appendix
Total Quality Management of Domino’s
In the realm of competitiveness, Domino's must comprehend the requirement of customer
satisfaction. Total Quality Management typically aims to improve quality standards through
identifying the best measures to meet expectations of customers.
Tools of TQM
Application of Fishbone chart will assist Domino's to identify causes for an effect or
problem and accordingly it provides ideas for improvement.
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Pareto chart
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Deming’s approach to TQM
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