Quality Management Report: Domino's Pizza Australia, MGMT19105

This report provides an in-depth analysis of quality management practices within Domino's Pizza Australia. It begins with an executive summary outlining the key challenges faced by the company, including employee turnover and difficulties in maintaining quick service standards. The introduction establishes the importance of quality management in business and sets the stage for exploring potential solutions. The report then delves into the specific challenges Domino's faces, drawing on employee interviews and observations. It identifies quick delivery failures and high employee turnover as primary issues. To address these challenges, the report proposes the implementation of Total Quality Management (TQM) and Six Sigma techniques. The rationale behind selecting these tools is explained, highlighting their potential to improve employee engagement, streamline processes, and enhance customer satisfaction. The report details how TQM, with its focus on customer satisfaction and employee engagement, and Six Sigma, with its DMAIC framework, can be applied to reduce employee turnover, improve training, and ensure quick service delivery. The conclusion reiterates the challenges and proposed solutions, emphasizing the feasibility and effectiveness of the selected quality management techniques.

RUNNING HEAD: Quality Management
MGMT19105 Quality Management
Domino's Pizza Australia

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Executive Summary
This report has discussed the role of quality management in the business. Different challenges
are being faced by the business due to various aspects. There is a need to apply techniques for
targeting these challenges. Domino’s is focusing on providing quality products to its
customers. It has been identified that Domino’s is facing challenges due to employee turnover
and non-compliance with the quick service. For meeting these challenges, Domino’s has
adopted Total quality management and six sigma techniques. These techniques have been
selected due to the benefits of these techniques and capability of these techniques in targeting
the challenges.

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Table of Contents
Introduction................................................................................................................................3
Challenges related to quality of the products or services faced by Domino's Pizza Australia. .4
Quality Management Tools selected for Domino's Pizza Australia...........................................5
Reasons behind selecting quality management tools.................................................................7
Conclusion..................................................................................................................................8
References..................................................................................................................................9

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Introduction
This report has been executed on the topic “Quality management” in which discussion has
been made regarding the challenges affecting the delivery of the quality products or services.
Quality management is an important aspect of every business as this affects the satisfaction
level of the customers and performance of the business. For coping with these challenges,
quality management tools or techniques will be implemented. This report will discuss the
manner in which quality management techniques or tools will be used and the manner in
which these techniques will deal with the challenges. Reasons behind the selection of quality
management techniques or tools will be discussed for developing an understanding of the
suitability of the tools.

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Challenges related to quality of the products or services faced by
Domino's Pizza Australia
Every business faces challenges due to the various reasons. A questioning session and
interviewing session was conducted for analysis of the challenges which are adversely
affected the quality of the products or services. During the questioning and interviewing the
employees of Domino’s Pizza Australia, few challenges have been identified which are
affecting delivering quality products and services. These challenges are related to the quick
delivery of the products and high employee turnover (Bhushan & Somvanshi, 2016).
Domino’s has committed to deliver the products within the time limit but failure in meeting
this commitment has affected the delivery of quality products to the customers. Quick service
facility of Domino’s is a major challenge for Domino’s. Another challenge is high employee
turnover and the reason behind this challenge is lack of proper training and development
programs. These challenges need to be dealt in an effective manner for enhancing the
performance of Domino’s (Ferguson, 2017).

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Quality Management Tools selected for Domino's Pizza Australia
Challenges which are being faced by Domino’s include lacking in providing quick service
and high employee turnover. These challenges are the responsible adverse impact on the
delivery of the quality products or services. Quality management tools will be adopted by
Domino’s for coping with these challenges. Quality management tools which will be used by
Domino’s are total quality management technique and six sigma technique.
Total quality management is adopted with a motive to focus on the long-term success of the
business by satisfying the customers of the business. This technique requires support from
different members of the organisation. Continuous improvement is done by engaging
employees in the process of quality management (Singh, et. al., 2012). Eight elements are
there in TQM which include a focus on customers, engaging employees, process centred,
integration of system, strategic and systematic approach, continuous improvement, decision
making on the basis of facts and communication. This technology will help Domino’s in
engaging the employees by developing them which will help in reducing the employee
turnover rates. Focus on the customers is the key principle of this technique which will help
in meeting the commitment of quick service (Sujova, et. al., 2016). This key principle of the
TQM will focus on providing training to the employees, managing the work teams and
empowering the employees. The high rate of employee turnover is the result of lack of
employee engagement and lack of training and development sessions. This technique will be
implemented by Domino’s with the help of formulation and adoption of strategies, collecting
data and effectively communicating the roles among the employees. Training sessions will be
conducted for enhancing the engagement of employees (Isa, 2015).
Another tool which will be used by Domino’s for coping with the challenges is six sigma.
The motive behind using this technique is stabilising the operations, identifying the defects

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and treating them and enhancing the capability of the process. A DMAIC framework will be
adopted in this technique which includes defining, measure, analyse, improve and control.
The focus of this technique is on enhancing the quality of the process by identification and
elimination of the defects (Ciurea & Nedelcu, 2014). DMAIC framework of the six sigma
technique will help in resolving the issues of employee turnover which increases the cost of
the business and meeting the commitment of quick service. Application of this technique will
help in enhancing the satisfaction level of the employees and customers. Both the challenges
faced by Domino’s are related to employees and customers. For the implementation of six
sigma technique, support will be gained from the executive management, allocation of
resources will be done, training will be provided and data will be collected for making a
decision (Azizi, 2015).

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Reasons behind selecting quality management tools
Major challenges in front of Domino’s is to reduce the employee turnover rates, meeting the
training and development needs and providing quick service to its customers. Total quality
management and six sigma techniques have been selected for coping with the challenges
Domino’s is facing. The motive behind the selection of these techniques is to resolve the
issues or challenges Domino’s is facing. These techniques have been analysed effectively for
analysing the suitability of the techniques for the challenges faced by Domino’s. Total quality
management technique will be implemented along with the eight principles for generating the
desired outcomes. Six Sigma technique will help in detecting the issue in a proper manner
and will help in improving the condition by controlling the issues faced by Domino’s. Both
these techniques will enhance the engagement of employees and customers by targeting the
issues faced by both the stakeholders (Radhakrishnan, 2011).

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Conclusion
Thus, from the above discussion, it has been concluded that Domino’s Pizza Australia is
facing challenges due to lack of its capability of meeting quick service commitment and high
employee turnover. For the purpose of coping with the challenges affecting the delivery of
quality products or services, Domino’s will apply total quality management technique and six
sigma technique. Both these techniques will help in coping with the challenges faced by
Domino’s. These techniques have been selected as these techniques will help in dealing with
the challenges in an effective manner. These techniques have been selected due to their
feasibility for coping with the challenges.

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References
Azizi, A., 2015, “Relationships between Total Quality Management Critical Techniques in
Automotive Industry”, Proceedings of the 2015 International Conference on Industrial
Engineering and Operations Management Dubai, United Arab Emirates (UAE).
Bhushan, R. & Somvanshi, K. K., 2016, “Domino's fails to deliver for Jubilant, firm loses Rs
6,200 crore in market value”, The Economic Times. Accessed on: 01 September 2017.
Retrieved from: http://economictimes.indiatimes.com/industry/cons-products/food/dominos-
fails-to-deliver-for-jubilant-firm-loses-rs-6200-crore-in-market-value/articleshow/
54490603.cms
Ciurea, A. & Nedelcu, A., 2014, “Analysis Of The Instruments And Techniques Used For
Total Quality Management. Applicability And Implications In The Educational System.”,
International Conference Of Scientific Paper.
Ferguson, A., 2017, “The market is rapidly losing confidence in Domino’s”, The Sydney
Morning Herald. Accessed on: 01 September 2017. Retrieved from:
http://www.smh.com.au/business/retail/whats-the-real-story-at-dominos-20170215-
gudszk.html#comments
Isa, S. B. M., 2015, “A Study On Tqm’s Tools And Techniques For Quality Improvement:
The Case Of Malaysian Manufacturing Industry”, Universiti Teknikal Malaysia Melaka.
Radhakrishnan, R., 2011, “Applying Six Sigma Concepts, Techniques and Method for
Service Management: Business and IT Service Management (BSM & ITSM)”, Intech.
Singh, M., Khan, I.A. & Grover, S., 2012, “Tools And Techniques For Quality Management
In Manufacturing Industries”, Proceedings of the National Conference on Trends and
Advances in Mechanical Engineering, YMCA University of Science & Technology,
Faridabad, Haryana.

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Sujova, A., Simanova, L. & Marcinekova, K., 2016, “Sustainable Process Performance by
Application of Six Sigma Concepts: The Research Study of Two Industrial Cases”, MDPI.