A Comprehensive Report on Total Quality Management at Domino's

This report provides an analysis of Total Quality Management (TQM) practices at Domino's Pizza. It begins with an executive summary and introduction to the company's operations in Australia. The report identifies key challenges faced by Domino's, including late deliveries and inventory management issues. It then discusses the selection and implementation of two primary TQM techniques: surveys and the Plan-Do-Act-Check (PDCA) cycle. The survey technique aims to gather feedback from customers and employees to identify areas for improvement, while the PDCA cycle is used to systematically address and rectify organizational issues. The report details the tools of quality management, including visual representations of the survey process and the PDCA model. The implementation section outlines how these techniques were applied to enhance efficiency and customer satisfaction. The conclusion emphasizes the effectiveness of these strategies in overcoming challenges and achieving organizational goals, along with references and appendices supporting the analysis.

Running Head: Total Quality Management
Domino’s
Total Quality Management

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Executive Summary
In every organization, adequate tools and techniques are adopted in order to maintain the
effectiveness and efficiency of the organization as well as to reduce the waste from the
workplace of the organization. In this scenario, an adequate analysis will be done in relevance
with the Domino's organization which is a fast food chain. This organization is serving their
products and the services across the globe. They have maintained their distinctive image in the
fast food industry through serving qualitative products. Along with serving their consumers with
delicious pizzas, they also deliver the same to the doorstep of the customer. Apart from the
adaptation of effective tools and techniques, their performance is gets declining and to regain
their position in the dynamic business environment, an organizational manager has implemented
the analysis to determine the issues which are responsible for the declining performance of the
organization.

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Table of Contents
Executive Summary.........................................................................................................................1
Introduction......................................................................................................................................3
Challenges faced by Domino’s........................................................................................................4
Selection of techniques....................................................................................................................5
Tools of quality management..........................................................................................................6
Implementation of techniques..........................................................................................................8
Conclusion.......................................................................................................................................9
References......................................................................................................................................10
Appendices....................................................................................................................................11

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Introduction
Domino’s Pizza is a large fast food chain network and it has various outlets in Australian states
also. They are popular across the globe for serving and delivering the pizza to its customers. The
Domino’s company is working on the franchise basis and they have the maximum number of
franchise stores across the globe. In Australia only, they have reached to the number of 2000
stores. They have adopted the technique of providing adequate quality goods and services in
order to develop goodwill in the fast food industry and along with this, they have been
continuously working on improving the quality services and the products to satisfy the customer'
requirements and to meet the customers' expectations.
Being the manager of the organization, it was analyzed that certain issues are being faced by the
organization which is resulting in the declining performance of the organization. In order to
avoid these issues, I suggested the upper-level management to adopt certain quality improvement
techniques for increasing the efficiency of the organization as well as to match up with the
customers' expectations.
 Survey
 Plan-do-act-check
Under this report, analysis of the issues faced by the organization will be discussed and along
with the analysis of the issues, adequate options will be adopted to resolve those issues to attain
the organizational objectives. Discussion on the quality management techniques will also be
performed under this report (refer 3).

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Challenges faced by Domino’s
 The basic issue was the late delivery. Domino's provides its customers the service of
delivering pizzas and other stuff from their menu to the customers' doorstep without any
additional cost. For performing this function, the certain duration of time is promised to
the customers to get the order delivered. But organizational delivery people were failing
to perform the same in the particular period of time due to high traffic in the city areas
(He, Zha & Li, 2013).
 Another big issue which was Domino's was facing is improper control over the
management of inventory and other things. It was leading to the issues like the waste
generation. As they are dealing with the perishable type of goods hence; adequate utensils
and techniques are used to preserve them for longer usage. Due to lack of management
control, an organization was struggling with the decreasing profit, complaints from
customers regarding the quality of products, etc.

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Selection of techniques
First technique implemented in the workplace of the Domino's surveys and this is the best and
most effective technique for increasing the productivity and efficiency of the organization. The
major reason behind an adaptation of survey technique is to determine the precise challenges
faced by the employees and the customers (Mitra, 2016). This will help the organizational
management to understand the customers’ and employees’ requirements and adequate set of
methods could be implemented in the organization in order to achieve the desired goals and
objectives of the organization. Randomly customers’ were asked to share their views in
relevance with the services and products offered to them. Apart from this, organizational
employees were also asked to share their reviews in order to improve the functionalities of the
organization (refer 2).
Plan-do-act-check refers to the controlling system. Under this, immediate actions are taken in
order to gain the immediate results. Apart from this, plan-do-act-check also helps the
organization to reduce the deviations faced by them in recent times (Dale, 2015). As Domino’s is
known for their quality and the commitment delivery hence; it is the duty of the management of
the Domino’s to maintain the goodwill of the brand through delivering adequate goods and
services to the customers. The organization is struggling with various issues such as decreasing
quality of the products, lack of managerial control over the various activities of the organization.
Hence, these techniques are adopted and implemented in the workplace of Dominos in order to
regain their market image (refer 1).

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Tools of quality management
(Source: Quantisoft, 2016)
Above chart defines the survey process used for improving quality of the products and services.
This process will be conducted within the organization as well as outside the organization in
order to increase the efficiency of the organization. The first stage of this process addresses the
issues faced by the organization. After analysis of the issues, customers and employees are asked
to share their views in order to match with their executions. One of the most effective and
efficient resolutions will be implemented within the workplace for the attainment of desired
goals amongst the various views obtained from customers (Nadeem, et. al., 2013). The best

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alternative for conduction of survey process is the questionnaire. It includes all those questions
through an organization is struggling and there is a scope for improving (refer 2).

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(Source: mindtools.com, 2016)
The aforesaid figure shows the process of a plan-do-act-check model which was originally
invented by an American engineer, Dr. W. Edwards Deming. This process has been evaluated in
four stages i.e.
Plan: An appropriate plan is identified and evaluated as per the organizational structure of the
Domino's. After identification process, adequate steps will be taken to assume the results through
implementation so that adequate plan could be selected (Willemink, et. al., 2013).
Do: Plan selected in the above process is being implemented in order to increase the efficiency
of the organization. Alternatively, it could also be known as the execution process.

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Check: Under this phase, previous plans of the organization are checked with the newly adopted
plans to analyze the issues as well as to gain the adequate results. The efficiency of this step
could be analyzed through evaluating the chances under which organization could match up with
the targets set up by the upper-level management (refer 1).
Act: Under this stage of this process to rectify the issues faced by the organization, plans
selected are implemented. After execution of the plans, adequate methods are also adopted which
could provide managerial control over the functionalities of the Domino’s (Bishop, Fody &
Schoeff, 2013).

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Implementation of techniques
Being the manager of the Domino's company, I analyzed the two techniques for increasing the
efficiency of the organization and to overcome the challenging situations facing the organization.
Following is the process discussed for the implementation of the tools:
Survey: In order to regain the efficiency of the organization and to overcome the issues of the
faced by the organization, survey technique is adopted. In this technique, customers could share
their views for improving the delivery services through providing advanced vehicles and updated
tools through which delivery boy could easily get the directions for the customers’ address. On
the other hand, employees could also share their experiences in which they feel struggled. After
analysis of all these things, an adequate technique will be adopted to maintain the brand value of
the organization in the Australia (Goetsch & Davis, 2014).
Plan-do-act-check: It was the duty of the manager to gather the information in relevance with
the challenges which were reducing the efficiency of the organization. Subsequently, an action
plan will be implemented to reduce those implications and the challenges.
It was analyzed that after implementing these two tools for improving the effectiveness of the
organization, Domino’s efficiency has been increased and along with the increasing efficiency,
desired goals are also achieved by the organization across the Australia (Taylor, et. al., 2013).