International HRM Practices Report: A Domino's Pizza Case Study

This report provides an in-depth analysis of Domino's Pizza's international Human Resource Management (HRM) practices. It begins with an introduction to the company, highlighting its global presence and workforce size. The report then delves into Domino's recruitment and selection strategies, emphasizing their focus on acquiring skilled and dedicated employees through various channels like their official website, leadership development programs, and social media. The report also examines how Domino's manages multicultural working environments and embraces diversity to enhance customer service and communication. Furthermore, the report explores the organizational structure of Domino's, including its corporate governance system and the management of virtual teams, such as the implementation of the Domino's Robotic Unit (DRU). The conclusion summarizes how Domino's strategic management, experienced employees, and technological innovations have contributed to its growth and market position. The report references various academic sources to support its findings.

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DOMINO’S PIZZA INTERNATIONAL HRM PRACTICES REPORT
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1DOMINO’S PIZZA INTERNATIONAL HRM PRACTICES REPORT
Contents
Introduction................................................................................................................................2
Recruitment and selection strategies..........................................................................................2
Multicultural working and managing diversity in Domino’s.....................................................3
Organizational structure and managing of virtual teams...........................................................4
Conclusion..................................................................................................................................5
References..................................................................................................................................6

2DOMINO’S PIZZA INTERNATIONAL HRM PRACTICES REPORT
Introduction
Tom Monaghan and his brother James established Domino’s Pizza, Inc. in 1960 after
they took over the operations of DomiNick’s located in Ypsilanti, Michigan. The name
‘Domino’s’ was registered in the year 1965. In 2018, the company became the largest pizza
selling chain globally as well as in the United States of America. In 2017, the company had
revenue of approximately US$ 2.47 billion and a total number of 290,000 employees under
its employment (Dominos.com 2018).
Recruitment and selection strategies
Domino’s is famous for its unique recruitment and selection process that prioritizes on
acquiring skilled, focused and dedicated employees to the organization. Domino’s makes use
of its official website for informing individuals regarding various job opportunities and
vacancies that are available in its organizational chain. It states the company’s objectives and
mission statement clearly to individuals interested in joining the company. Apart from this,
Domino’s also provides leadership development program to college graduates in order to
prepare and motivate them to be qualified for applying in the managerial positions of the
company. The company is also strategic in its usage of social media, with Twitter and
LinkedIn being used as recruitment platforms for its various positions and vacancies (Hartley
2015). Apart from submission of the resume, the candidates are required to take part in an
online questionnaire, followed by a drug test and a criminal background check. Aptitude tests
that are conducted in the selection process helps in identifying the suitable candidates and the
ones who do not meet the required qualifications are removed. The company usually prefers
selecting candidates who have a previous experience of working in a management field or a
similar business organization. A certain set of questions is asked to which the replies of the

3DOMINO’S PIZZA INTERNATIONAL HRM PRACTICES REPORT
candidates are assessed, revealing whether they would be good at communicating with
consumers face to face, since consumer satisfaction is a top level priority for the company.
The company is famous for its internal selection process, putting an emphasis on the
promotion of employees to higher job positions in the organization and providing necessary
compensation for a job well done. The recruitment and selection process therefore, is
conducted in a way that condenses time and costs, and increases the chances of hiring
qualified and suitable candidates for the organization.
Multicultural working and managing diversity in Domino’s
Domino’s pizza being a global company has its business operations located in almost
every region of the world, portraying the presence of a diverse workforce. The company
makes use of this factor as an advantage. The diversity of culture among its workforce helps
the company to communicate better with its consumers and provide them better service. Most
of the employees irrespective of their differences, are experienced and give the most priority
to customer service and satisfaction. The company stresses on the use of native languages in
communicating with employees in order to facilitate a better flow of information,
understanding, establishing good relationships and provides ease to the consumers in their
communication process (Syed 2016). There is also a presence of a hierarchal organization
structure, with managers supervising the work conducted by the employees as groups. Groups
are given the most importance in the company and all employees are required to fulfill the
objectives and goals by working in a unified fashion. The presence of a culturally diverse
workforce therefore, enables the formation of new ideas and thoughts adding to the increase
in the levels of creativity of the company, ultimately increasing the sales. Most of the
employees present in the organization at various levels are all experienced in previously
working in their own communities, and this helps them to address the customers of those

4DOMINO’S PIZZA INTERNATIONAL HRM PRACTICES REPORT
communities better, knowing their culture and preferences, and serves as a beneficial factor
for Domino’s Pizza (Deivanai 2013). The company also makes sure that all its goals and
objectives are communicated across all the levels, from managers to employees, removing
any confusion or doubts that may arise due to lack of proper communication.
Organizational structure and managing of virtual teams
Domino’s Pizza makes use of the corporate governance system. The management is
led by J. Patrick Doyle who is currently the CEO of the company. Other executive positions
include the presence of a Chairman, and 11 executive vice presidents. The operations of the
company are supervised by a board of directors. The company has a hierarchal form of
structure where the power is concentrated at the top and gradually flows down in a decreasing
manner to all the levels (Kumar 2015). Every Domino’s store/outlet has the presence of a
franchise owner, a store manager, shift manager, crew members that comprise of pizza
delivery persons, dishwashers, store cleaners, packagers, cooks and order handlers. The
delivery drivers and the crew members are employed at the same rank and have similar jobs
and powers (Lambert 2014). There is also the presence of a regional manager and he is
positioned just below the franchise owner in terms of power and authority. The shift manager
at times also performs the duties of a crew manager but is excluded from performing the tasks
of cleaning and dishwashing.
In terms of its virtual teams, Domino’s has recently introduced a new system known
as ‘Domino’s Robotic Unit’ or the DRU (Pepitone 2013). The implementation of this strategy
has allowed the company to reduce time consumed while taking a order and the presence of a
voice controlled artificial intelligence (A.I) system conducts this work. The consumer needs
to provide voice commands regarding the type of pizza he wants and it would be prepared
and delivered to him. The concept of a drone driven by A.I to take orders and deliver them in

5DOMINO’S PIZZA INTERNATIONAL HRM PRACTICES REPORT
their respective destinations has been a point of interest to consumers all over the globe.
Lastly, the company also has the presence of online feedback form in order to understand the
response of the consumers regarding their products and whether it is satisfactory to them and
what changes are required to be made (Chikweche 2014).
Conclusion
Thus, the conclusion can be drawn stating that the process by which Domino’s
conducts its business operations worldwide has led to the steady growth of the company,
currently placing it at the number one position in the market. Even though there is a presence
of a diverse workforce, the company through its careful strategic management ensures that
this diversity in culture can prove to be useful in the service provided to consumers.
Consumer satisfaction is the topmost priority for the company and the use of experienced and
skilled employees as well as technological innovations have all led to the growth and
development of Domino’s with an increase in the number of sales.

6DOMINO’S PIZZA INTERNATIONAL HRM PRACTICES REPORT
References
Chikweche, T., 2014. The digital consumer and evolving digital platforms: Domino’s in
Malaysia. Advertising: An Integrated Marketing Communication Perspective, pp.442-444.
Deivanai, P., 2013. A study of consumer behavior towards fast food products with special
reference to Domino’s Pizza. International research journal of business and management,
(5).
Domino's Home Page - Domino's Pizza, Order Pizza Online for Delivery - Dominos.com.
(2018). Dominos.com. Retrieved 6 April 2018, from
https://www.dominos.com/index.intl.html
Hartley, S., 2015. Domino's dominate with digital design. Busidate, 23(3), p.2.
Kumar, R., 2015. A comparative study between on pizza hut and Domino's
Pizza. International Journal of Marketing and Technology, 5(9), pp.89-123.
Lambert, D., 2014. Domino's Pizza: A case study in organizational evolution. Oboulo. org
Publications.
Pepitone, J., 2013. Domino's tests drone pizza delivery. CNNMoney, June, 4.
Syed, I., 2016. SWOT analysis and operation management decisions of Domino's pizza.