Implementing Total Quality Management in Domino's Pizza

The project report evaluates the implementation of total quality management (TQM) in Domino's Pizza, highlighting its significance and practical application within the organization. By adopting TQM principles, Domino's can improve product quality, enhance customer satisfaction, and ultimately boost profitability.

Total Quality Management
Proposal

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Importance of total quality management and its implementation in business............................1
TASK 2............................................................................................................................................3
Concepts, principles and tools of total quality management which can be implement within
business.......................................................................................................................................3
TASK 3............................................................................................................................................6
Steps required for implementing total quality management within work place.........................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

EXECUTIVE SUMMARY
Total quality management is that management approach which helps business enterprise
in producing quality products and services as per the requirements of customers. With the help of
this concept, organisation can determine its current performance and also can make necessary
modification in current business plans. This project reports is focused on Domino's which have
the proposal of TQM. There are many principle, tools and techniques of quality management
which can help organization in increasing its profitability and productivity. So, it should
implement total quality management systems in its work place.

INTRODUCTION
Total quality management can be defined as a method which is used by business
enterprises to improve quality of their existing products and services. In simple words, TQM is
that comprehensive management concept which operates in each and every department of
company. Basically, it is one of the leading acronyms which helps in improving and developing
quality of goods, services and over all organization (Sallis, 2014). It includes various
productivity and quality initiatives which implemented in company to enhance its organizational
profitability as well as competitiveness. This project report is based on Domino's Pizza which is
one of the well known restaurant of America which was founded in 1960. In this project,
meaning of TQM and its implementation process in business enterprise has been evaluated.
Along with this, different quality management principles, concepts and tools has also been
determined.
TASK 1
Importance of total quality management and its implementation in business
Total quality management is most important approach of management which was
developed in 1950. In 1980, it got highly popular because of its positive impacts in business
enterprise. Basically, it gives detailed information about organisational culture and attitude
towards its products and services which satisfy customer's needs. Company's culture ensures that
business activities and practices are operating in right direction also, it helps in reducing
unwanted operational cost. In other words, TQM is that method by which workers and
management can involve in production process and makes it more effective so that organization
will have quality products and services (Vanichchinchai and Igel, 2011). It involves
administration as well as quality tools which can help in profit maximisation and cost
minimisation. Basically, it removes all wasteful activities and practices from work place. If
Domino's will implement total quality management then it can enhance its organizational
performance and also can create positive corporate image in market place. TQM helps in
improving product's quality which directly results in large customer base. So, cited company
should apply this concept in its current organizational culture and structure because it can helps it
in attracting a huge number of people.
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Total quality management is that administrative philosophy which can help Domino's in
integrating its all business functions such as, production, marketing, finance, design, client
service etc. all this function are operated in effective manner so that organizational objectives
can meet with market needs. Also, it ensures that enterprise must develop its procedures by
integrating employee's past experience and knowledge (Kober, Subraamanniam and Watson,
2012). By implementing TQM, company can provide quality products to its customers every
time. In modern world, this concept is becoming very popular and accepted as generic
management tool which can be used in private as well as in public sector. If organization will
implement this management approach in workplace then it can change its current working styles
and also can produce high quality products and services. Business owners should give
importance to total quality management because its helps in creating coordination between senior
managers and employee so that they both can work together and produce quality products. Also,
it can help organisation in meeting with customer expectations or requirements. By applying
different tools of TQM in work place, Domino's can reduce all the break downs of production
process. In simple words, in minimise the operational cost of producing products and services. It
also focus on worker's engagement and empowerment so that they will be motivated and
contribute more in achieving organisational goals and objectives. With the help of total quality
management restaurant can apply most effective procedures and plans within workplace.
Moreover, TQM can influence substantial impact on Domino's as it helps in assisting
customer gratification, organisational culture and quality management systems, by using
different tools and techniques of this concept, organization can set and prioritise market needs
also, it can align organisational products and services with customer demands. Effective
utilisation of TQM systems can help company in managing daily operations and production
procedures. Every business enterprise use total quality management is different manner which
provides them benefits in different way. Domino's is a world's biggest pizza restaurant which
have approx 13,811 branches in entire world. It provides various products such as chicken wings
dessert, pizza and sandwiches. For better growth and development it should implement quality
measures in its workplace because by doing this it can produce goods and services in most
effective manner which can helps it in attracting a huge number of customers. Also, it can help in
reducing its unnecessary operational cost. This concept can provide it smooth working
environment (Chiarini, 2013). With the help of TQM, Domino's can evaluate its daily or
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annually progress and also can make changes in its existing business plans if required. By
following total quality management tools and techniques, organization can ensure their
customers that their products have superior quality and taste. Also, it can helps company in
providing client's gratification which results in customer loyalty. In simple words, TQM can
provide it competitive advantage through which it can survive in market place for long time
period. It makes company able to produce those products which their client actually wants and
needs. Hence, it can be said that company should accept the proposal of total quality
management because it can improve organisational performance and also can change its current
position in market place.
TASK 2
Concepts, principles and tools of total quality management which can be implement within
business
Total quality management is primarily concerned with the regular improvement in all
work by doing high level strategic planning and taking appropriate decisions. The elaboration or
careful execution of all elements of work should also be carried on in the Domino's Pizza. It
stems from the notion that mistakes can be removed and defects can be ventilated. It results in
continuous improvement in outcomes in every prospect of work, as a result of regularly
developing capabilities, people and technology.
A primal principle of TQM is that faults can be created by people, but many of them are
caused or at least allowed by defective processes and systems. Some of the principles that
Domino's Pizza should follow are given below:
 Quality can and must be managed : Venture consist of a repetitious life cycle of
confusion and consumer complaints. They feel that their operations are merely large to
manage all the level of standard effectively (Wang, Chen and Chen, 2012). The first step
is realization of the problem and it can be controlled.
 Processes, not people, are the problem : It states that people are not the problems of
organisation. Instead of that process which are adopted by the people are the main roots
of issues. So, company should focus on correcting the processes rather than hiring new
people.
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 Don't treat symptoms, look for the cure : This principle states that venture should not
only patch over the fundamental issues but have to determine the solution for that
problem.
 Every employee is responsible for quality : This principle tells that each and every
person in the organisation are having the duty of maintaining quality. If any of them lags
in the quality management then whole system will suffer from that. So, venture must
focus on each and every employees and provide them proper training.
Domino's Pizza can follow certain tools for maintaining quality that are described below:
 Fish bone (Ishikawa) diagram : This is also known as cause and effect diagram. It
assist in finding numerous possible causes for a problem and provides solution
according to that. It is specially used at a time when team members' idea's gets fall
down into ruts in corporation.
(Source : Fahad Usmani, 2017)
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Illustration 1: Fishbone (Cause and Effect or Ishikawa) Diagram

 Check sheets : It is also called defect concentration diagram. It is an organized,
equipped form for gathering and recognising data (Talib, Rahman and Qureshi,
2011). This is a common tool that can be followed by company for a broad variety of
purposes. It is mainly used when data is identified and accumulated by the single
person or at the similar location from a production process.
 Control chart : This tool can be utilised by firm for studying about the changes
occur in a process over time. Data are planned or plotted in a timely fashion. This
chart consist of a central line for the average, a high or upper line for the upper
control limit and lower line for lower control limit. It can be utilised when company
wants to predict the expectable range of output from a process. It is also used to
control current processes by determining and correcting issues as they occur.
(Source : Control charts, 2017)
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Illustration 2: Control Chart

TASK 3
Steps required for implementing total quality management within work place
TQM implementation should be done in order to enforce the quality in the working or
outcomes of employees of venture. If quality is not maintained in the products then users will not
prefer their goods and services. So, it is very essential to maintain total quality in the products
and services. Managers are responsible for doing this. The overall steps used in implementation
of TQM in Domino's Pizza are listed below:
 Monitoring and Evaluation : Managers of the corporation should focus more on
checking the outcomes as the result will tell about the quality of the work. For example,
the prepared pizza can be tasted by the managers in order to check the quality.
 Briefing quality : Workers available at all the levels should be educated so that they get
clear thought via direct communication or by team briefing (Mok, Sparks and
Kadampully, 2013). Briefing have to be carried on by present supervisor giving more
focus on local attainment, issues and goals.
 Consultation : Group discussion about the work should be conducted by taking ideas of
experts since this would improve method as well as quality of work. It provides a chance
to the workers for concentrating on demands of users.
 Lateral communication : Organisation should conduct lateral communication whereby
they have to engage experts in marketing, accounting, designers and product engineers in
the early or starting phase of manufacturing of products. This leads to successful
designing of products and services.
 External communication : Workers should realise the failure of a product and hence
they have to provide an expeditious and gracious service. They should take information
about needs and demands of customers from exterior sources.
 Structure : The intimately affiliated prospect to communication is structuring or
organising the relationship among the employees clear, unequivocal lines of answer-
ability for people are required. All members should work in a team. This team should be
of controllable size that is it may consist of 5 to 14 members and quality must be reported
to the line.
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 Quality targets : Domino's Pizza should set clear and special quality improvement goals
for each and every employees (Goetsch and Davis, 2014). This activity realises every
member of a team that they are linked with the quality related problems. All of them must
also be provided help in achieving these goals or targets.
 Harmonization : Venture should insure harmonization by regarding and conveying the
contribution of all the workers so that development towards total quality can be
maintained.
 Training : Organisation should provide training about total quality management, its
practices and result to all employees (10 Steps to implement total quality in organization,
2017). It should be non-stop and provide to each and every level of employees.
 Continuous improvement : Venture should ensure that total quality are managed in
regular basis and the demands of consumers must be full-filled continuously and these
activities should never end.
CONCLUSION
By evaluating this project report, it has been concluded that total quality management is
integral part of every business enterprise. It involves various efforts which helps organization
improving its ability to produce quality products and services. Basically, it gives core attention to
recently developed methods and instruments of quality control. This project report is based on
Domino's Pizza which is one of the most popular restaurant of America. In this report, a detailed
description on total quality management has been given so that mentioned organization can
determine importance of TQM and can easily implement it within workplace. By doing this, it
can improve existing quality of its different products and services which can result in high
profitability. There are many principle, tools and concepts of quality management which can
help Domino's in producing quality products so that it can provide high customer satisfaction.
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REFERENCES
Books and Journals
Chiarini, A., 2013. Relationships between total quality management and Six Sigma inside
European manufacturing companies: a dedicated survey. International Journal of
Productivity and Quality Management. 11(2), pp.179-194.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Kober, R., Subraamanniam, T. and Watson, J., 2012. The impact of total quality management
adoption on small and medium enterprises’ financial performance. Accounting &
Finance. 52(2). pp.421-438.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Sallis, E., 2014. Total quality management in education. Routledge.
Talib, F., Rahman, Z. and Qureshi, M.N., 2011. Analysis of interaction among the barriers to
total quality management implementation using interpretive structural modeling
approach. Benchmarking: An International Journal. 18(4). pp.563-587.
Vanichchinchai, A. and Igel, B., 2011. The impact of total quality management on supply chain
management and firm's supply performance. International Journal of Production
Research. 49(11). pp.3405-3424.
Wang, C.H., Chen, K.Y. and Chen, S.C., 2012. Total quality management, market orientation
and hotel performance: The moderating effects of external environmental factors.
International Journal of Hospitality Management. 31(1). pp.119-129.
Online
10 Steps to implement total quality in organization. 2017. [Online]. Available through :
<https://accountlearning.com/10-steps-to-implement-total-quality-in-organization/>.
Accessed on 4th October 2017.
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