Dominoes: Analysis of Quality Issues and Improvement Strategies

This report investigates the product quality issues faced by Dominoes, focusing on problems like lack of supervision, short-term planning, and employee knowledge gaps. It details instances of cheese quality failures and insect contamination allegations, highlighting the impact on customer satisfaction and brand image. The report then proposes several strategies for improvement, including employee training programs, the implementation of Total Quality Management (TQM), Kaizen principles for continuous improvement, regular meetings for communication and feedback, and employee motivation strategies based on Maslow's hierarchy of needs. The analysis emphasizes the importance of addressing these issues to enhance product quality, improve customer satisfaction, and maintain a strong market position in the competitive food industry.

Running head: Dominoes
Dominoes

Dominoes
“Poor quality issues in Dominoes and strategies that should be considered to
boost the quality”
Product quality has an important role in the workplace as it helps to boost the goodwill in the
highly competitive market. It can be evaluated that it is necessary for the companies to focus on
maintaining the quality so that sales can be enhanced. If quality of the products offered by the
company is not according to the set standards then it can affect the satisfaction level of the
customers in the competitive market (Goetsch and Davis, 2014).
Therefore, this paper will emphasize on Dominoes Company in context to the poor quality of the
products. In the last phase of the paper the focus will be on the strategies that should be
considered to maintain the quality of the products.
One of the causes of poor quality in dominoes is due to lack of supervision and monitoring. It
has been observed that in shah- Jahanpur the fine 9.50 lac was levied on the outlet of dominoes
and the supplier of the company is in Pune. It can be stated that the cheese used in the products
failed to pass the lab test. The milk fat content in “Diced super stretch Mozarella cheese” was
present which is below the set minimum limit of 35%. The fine was imposed by the court of
ADM. The fine of 4 Lakh has been imposed on the district manager of Jubilant Food work
(Franchisee for Domino’s Pizza) (Singh, 2018). Monitoring is one of the aspects that should be
there so that quality of the products can be maintained. In dominoes, the leaders of the company
were not able to give directions to the employees and it create issue as employees were not able
to take right decision which is important for the company in the highly competitive market. To
boost the quality of the products it is important for the organization to emphasize on offering
supervision on the workers so that it can be easy to take the right decision which is beneficial for
the company in the business world. If proper supervision is given by the leaders than it can be
easy for the employees to take right decisions and also it will help them to work with efficiency
that will boost the overall quality of the products offered to the customers in the market.
The sample of cheese was collected on July 4, 2015 by the officer of food security Yugul
Kishore and it is sent for the lab test at the government regional public analysis laboratory in
Varanasi. The Food analyst UC Gangwar analyzed the sample which was collected and in that it
is found that the fat percentage was insufficient. The lab test ended on July 22 and 28 2015 and
1

Dominoes
the reports were sent on August 5, 2015 to FSO. By receiving the report it has been examined
that notice was issued to Jubilant Food and also the case was filed in the court of ADM (Singh,
2018). This issue took place due to lack of supervision in the overall activities and also it has
impacted the brand image in the highly competitive market. It can be observed that due to this
the impact has been seen on the overall products offered by Dominoes in the global market.
(Source: Singh, 2018).
In this reference, it can be seen that one of the major cause is also due to short term planning.
Just due to the short term planning, the company was not able to focus on the maintaining the
quality of the products in the competitive market. It is important for the company to maintain the
overall ingredients used in the products so that quality can be boosted. In this it has been seen
that due to short term planning the company was not able to forecast the future and it has
impacted the overall operations of the company in the highly competitive market (Dale and
Plunkett, 2017).
The quality was not maintained by Dominoes and this is because of the company was not able to
meet the requirement of the customers. It is important for the company to emphasize on
considering the requirement of the customers at the time of introducing the products in the
market. It can be evaluated that the sale of products was reduced of the company because of the
allegation which was put on the company by the customers. The allegation was put by the Delhi
man and he said that the insects were found in the packets of oregano of Dominoes. He said that
the insects which are found were very small and it looks like herbs and does not move. The
Insects that were found have the same texture that of herbs (Ndtv News, 2019). So, this can be
2

Dominoes
one of the major causes that have impacted the overall image of the company and also the quality
of the products. This has also affected the level of customer satisfaction and for the company the
satisfaction level of the customers plays an important role in boosting the overall market share.
This issue which took place can also be the reason of inefficiency of the employees towards the
work. To maintain the overall product quality it is necessary to focus on maximizing the
satisfaction of the customers so that positive outcome can be attained.
One of the causes of the poor quality is lack of knowledge of the employees. In Dominoes, the
employees were not aware about the quantity they have to use of the cheese to make the
products. The employees do not have proper knowledge of managing the work which has led to
decrease in the overall quality of the products offered by the company. In dominoes it can be
seen that the employees are not prompt to the changes or with the issue which are faced by the
company so it is impacting the quality of the products and it lead to decrease in the overall
satisfaction level of the customers (Stoyanov, 2017).
It can be observed that the company should focus on maintaining the quality of the products by
considering the different strategies. Strategies are considered as an important factor that should
be present so that the quality of the products can be boosted. At the time of analyzing the
traditional quality management, it is important to emphasize on controlling the quality of the
products so that demand of the products can be enhanced.
One of the best strategies that should be considered by the company is related with training. To
give training to the employees can be known as the best strategy that can help in maintaining the
quality of the products of the company. If Dominoes focuses on minimizing the quality issue
then emphasis should on training so that employees can get to know about the overall activities
of the company. If the employees are offered training then only it can be easy to boost the
efficiency of employees (Haff and Triplett, 2015). It has been examined that training not only
helps to enhance the knowledge towards work but also help to boost the confidence level.
Quality of the products considers the factors related to efficiency and confidence level of the
employees. If the employees are new at the workplace, then it is necessary for the company to
focus on setting up new employee initiation program so that it can be easy for them to maintain
the challenges that are faced by the company related to issue (Bompa and Buzzichelli, 2018).
Therefore, it can be said that training is one of the effective strategies that can be used by the
3

Dominoes
company as it helps to boost the knowledge of the employees and also it guide the employees to
take the right decision.
Also, the company should focus on the concept of total quality management. In this, it is
important for the company to focus on getting the things done at the right time. This approach
also enhances the prevention costs like system design and also assists the company in reducing
the possibility of the overall internal and external failure costs (Ross, 2017). Total quality
management concept should be considered by the Dominoes Company as it can help in
enhancing the overall quality of the products offered in the market by the company. The main
aim of the TQM is to maintain the ingredients of the food and also it emphasizes on the overall
combination of the techniques that can help in maintaining the quality of the products by
checking the ingredients used by the company (Jiménez-Jiménez et al., 2015). So, if Dominoes
consider this approach then it can help in resolving the issue related to the ingredients used by
the company.
Kaizen is also considered as the approach that should be considered for continuous improvement
in the overall quality of the products. If Dominoes consider this approach then it can be easy to
maintain the organizational performance at the business level. This approach also involves the
employees of the all level and at last it helps to bring improvisation in the overall quality of the
products. At the time of manufacturing if the company considers this approach than it will help
in maintaining the standard and also it will boost the productivity of the employees (Chadha,
2017).
The next strategy that should be used by the company is regular meetings. The higher authorities
should emphasize on conducting the regular meetings with the employees so that clarity in the
working structure can be maintained. Quality of the products can be maintained by giving
feedback to the employees in the workplace. When feedback is given then the chance of
improvement in the working process is boosted. The product quality can be maintained if
management gives knowledge to the employees to attain the set standards in context to the
quality of the products. Therefore, by analyzing the overall scenario, it is necessary for the
company to give chance to the workers so that the issues can be discussed and also solutions can
be identified in a proper manner (Carkhuff, 2017).
4

Dominoes
By conducting meetings on the regular basis, it can be easy for the employees to discuss their
challenges with the management and if quality of the products in the workplace is not maintained
then management should give feedback according to the performance of the employees.
Meetings or face to face communication is the best approach that should be considered by
Dominoes so that quality issue can be maintained. The major factor that impacts the quality can
be lack of communication in which the challenges faced by the employees are not discussed with
the management and the employees are not able to control the activities which result in the
enhancement in the issue related to quality of the products (Halvorsen and Sarangi, 2015).
Motivation can also be considered as the strategy of improving the quality of the products in the
workplace. This can be considered as the best approach as it helps in boosting the dedication
level of the employees and also the efficiency towards the work. Motivation to the employees
can be given to the employees by satisfying the basic needs (Levine, 2017). To boost the
motivation level, the management should emphasize on considering the Maslow hierarchy of
needs so that it can be easy to boost the efficiency of the employees. Efficiency is necessary to
be boosted as it can help in maintaining the quality of the products. If the employees in the
company are not efficient towards work then it can affect their work and also impact the quality
of the products in the negative manner (Deckers, 2018).
By considering the Maslow hierarchy of needs the first stage which is physiological needs can
help in satisfying the needs of the employees. The other stages like safety needs, love and
belongingness needs, esteem needs and self-actualization needs should be considered by the
management so that employee engagement can be boosted in the workplace (Karanges et al.,
2015). If employee engagement in the workplace is maintained then the employees will work
with efficiency and also the issue can be reduced effectively. Like in the case of Dominoes
related to the ingredient of cheese the issue can be minimized if the employees are motivated in
the workplace. The employees were not efficient towards the work and the reason behind the
issue is related lack of inefficiency. So, it is important for the company to focus on giving
motivation by rewarding the employees according to their performance. It will help to maintain
the overall working structure of the company and can also help to maintain the overall quality of
the products in the highly competitive market (Healy, 2016).
5

Dominoes
The Six sigma approach is also the method that can help the company in maintaining the overall
quality of the products in the workplace. It can be stated in the six sigma approach can assist in
interpreting the overall rate of error that are present in the six standard deviations. The approach
related to the six sigma method can help the enterprise in evaluating the overall production rate.
In reference to the fast food sector, the company cannot serve the products of poor quality and
also the unsafe products to thee customers (Akpolat, 2017). So, it can be stated that a fast food
sector should cater its customers by offering quality products and it can be done only when this
approach is considered by the companies. The company can consider this approach as it can help
in monitoring the overall process of the activities and can maintain the quality of the products
offered in the market (Furterer, 2016).
Dominoes should consider the basic tools of quality management as it can help in reducing the
issue which exists in the company. The maintain the quality of the products, Dominoes should
emphasize on considering the tools like Pareto diagram, cause and effect diagram and also
control charts. These tools are effective and help to maintain the overall quality of the products
of the company. Proper analysis can be made of the overall quality with the help these tools
(Hartley, 2017).
Therefore, it can be stated that it is necessary for Dominoes to emphasize on boosting the
product quality and also it will help in enhancing the demand of the products in the market. It is
important for dominoes to take into consideration the different strategies related to training,
motivation, meetings or face to face communication and also the models like kaizen, the six
sigma method and total quality management. If these strategies are considered by the company
then it can be easy to maintain the quality of the products and it will also help the employees to
boost their performance towards the assigned work.
So, to evaluate the entire quality of the products it is important for the organization to have
proper quality check so that it can be simple to boost the demand of the products and also with
the help of these strategies the company can reduce the issue which are impacting the entire
satisfaction level of the customers in the competitive market.
6

Dominoes
References
Akpolat, H., 2017. Six sigma in transactional and service environments. Routledge.
Bompa, T.O. and Buzzichelli, C., 2018. Periodization-: theory and methodology of training.
Human Kinetics.
Carkhuff, R., 2017. Toward effective counseling and psychotherapy: Training and practice.
Routledge.
Chadha, R., 2017. Value Through Continuous Improvement. FAIMA Business & Management
Journal, 5(1), p.40.
Dale, B.G. and Plunkett, J.J., 2017. Quality costing. Routledge.
Deckers, L., 2018. Motivation: Biological, psychological, and environmental. Routledge.
Furterer, S.L., 2016. Lean Six Sigma in service: applications and case studies. CRC press.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Haff, G.G. and Triplett, N.T. eds., 2015. Essentials of strength training and conditioning 4th
edition. Human kinetics.
Halvorsen, K. and Sarangi, S., 2015. Team decision-making in workplace meetings: The
interplay of activity roles and discourse roles. Journal of Pragmatics, 76(5), pp.1-14.
Hartley, J.R., 2017. Concurrent engineering: shortening lead times, raising quality, and
lowering costs. Routledge.
Healy, K., 2016. A Theory of Human Motivation by Abraham H. Maslow (1942)–reflection. The
British Journal of Psychiatry, 208(4), pp.313-313.
Jiménez-Jiménez, D., Martinez-Costa, M., Martínez-Lorente, A.R. and Rabeh, H.A.D., 2015.
Total quality management performance in multinational companies: A learning perspective. The
TQM Journal, 27(3), pp.328-340.
7

Dominoes
Karanges, E., Johnston, K., Beatson, A. and Lings, I., 2015. The influence of internal
communication on employee engagement: A pilot study. Public Relations Review, 41(1), pp.129-
131.
Levine, J., 2017. Motivation in humor. Routledge.
NDTV NEWS, 2019. Insects 'Found' In Domino's Oregano Packets. 'Fell Ill', Claims Delhi
Man. [Online]. Available at: https://www.ndtv.com/offbeat/insects-found-in-dominos-oregano-
packets-fell-ill-claims-delhi-man-1748894. [Accessed on 28 January 2019].
Ross, J.E., 2017. Total quality management: Text, cases, and readings. Routledge.
Singh, K., 2018. Domino’s cheese fails lab test, Rs 9.5 lakh fine imposed. [Online]. Available at:
https://timesofindia.indiatimes.com/city/bareilly/adm-court-imposes-fine-of-rs-9-50-lakh-on-
dominos-after-cheese-in-pizza-fails-lab-test/articleshow/62841953.cms. [Accessed on 28 January
2019].
Singh, R., 2018. Domino's cheese controversy: Jubilant files FIR against 'fake' chef; France 5
says video not fake. [Online]. Available at: http://www.forbesindia.com/article/special/dominos-
cheese-controversy-jubilant-files-fir-against-fake-chef--france-5-says-video-not-fake/49993/1.
[Accessed on 28 January 2019].
Stoyanov, S., 2017. A theory of human motivation. Macat Library.
8