History

In 1960, Tom Monaghan, along with his brother James, bought DomiNicks Pizza in Ypsilanti, Michigan, for $500, which he borrowed and with a down payment of $75. The next year, Tom traded his brother a Volkswagen Beetle for his half of the company share.
As sole owner of the company, Monaghan renamed the business Domino's Pizza, Inc. in 1965. In 1967, the first Domino's Pizza franchise store opened in Ypsilanti.

Bankruptcy would have been easier but it wasnt in my vocabulary. -Tom Monaghan, Founder of Dominos

Conti
On May 12, 1983, Domino's opened its first international store, in Winnipeg, Canada. In 1998, after 38 years of ownership, Domino's Pizza founder Tom Monaghan announced his retirement and sold 93 percent of the company to Bain Capital Inc. for about $1 billion. Dominos Headquarte r

Franchise Chain
Dominos Pizza Inc. (the brand owner)
Dominos Pizza Group Ltd (master franchise)

Dominos UK & IRL Plc. Jubilant Food Works Ltd (Previously Dominos Pizza India Ltd)

Domino's Pizza Enterprises

India Nepal Sri Lanka Banglades h

Australia South Korea New Zealand France Belgium Netherlands Principality

Dominos in India
Prior to Sep 24, 2009, the company was known as Dominos Pizza India Limited Jubilant Food Works Limited holds the Master Franchisee Rights thereafter First store in India in January 1996, at New Delhi
30th Sep, 2011

VISION

Exceptional people on a mission, to be the best pizza delivery company in the world

GOAL
Customer for life
Increase the number of customers

Mission

Market share of dominos

51% Dominos 21% pizza hut 23% mc donald 5% others

MAJOR PLAYERS

7 Ps of Dominos

Dominos also takes pride on the innovation of many new products and ideas. Some of these are as follows:

Pizzas Pastas Breadsticks Cheese Dips Beverages Chocolava

 General perception prevails that pizza prices are expensive and cannot be afforded by many. Dominos also provide lots of offers and deals that give your much discounted pizza prices. First off, customers can get Pizza mania pizzas for prices as low as Rs. 39/- which no other pizza chain offers in the country. The regular size Simply Veg pizzas start from Rs. 60/- onwards and they have pizzas up to around Rs. 400/-

 Dominos Pizza stores are established in almost 50 countries and they have got more than 8,000 stores worldwide. The Dominos stores are centrally located and in a manner convenient for the people to walk in and also convenient for the deliverers to do their job. The distribution channel followed by the company is mostly through takeaways, telephone ordering, SMS and online ordering.

The pizzas are delivered by way of scooters at their door step.

In order to maintain the quality of the pizzas, they are carried in a heat wave bag so that they can deliver hot and tasty pizzas to their customers

 Pizza order discount: Dominos offers its customers a number of discount and other promotions on purchasing Dominos pizza. A customer walked out of a Florida Dominos store with a $10,000 cheque for having bought the Gotham City Pizza and the promotion was called The Dark Knight Deal. The Dark Knight Deal also allows the customers to win Xbox 360 and other gaming consoles. 444 deal Dominos also allows its customers to play games by the time their food arrives. Dominos started providing coke/fanta/sprite.

 Dominos started pizzas mania which start from Rs 35 and we get the toping according to our choice. Web coupons available at web site www.dominos.co.in Discounting coupons are being provided with every item purchased. Suggesting selling at a discounted price New schemes at regular interval of time according to the taste of the INDIAN customer

Sales from apps are approaching $140 million per year, or about 5 percent of Dominos top line

 Recruiting young, enthusiastic and dedicated employees. Appropriately trained for delivering the service. Personality development and grooming sessions. Provide them with various facilities such as medical help, consultation, traveling facilities, perks and bonuses Team members are recognized and rewarded based on ability and merit for their contributions

Self service system. Hungry hotline facility. Keep in mind the health and hygiene. Dominos Pizza India also boasts about its commitment to serve its customers on time by implementing the 30 MINUTES OR FREE service commitment. Domino's constantly strives to develop products that suit the tastes of its customers, Domino's believes strongly in the strategy of 'Think local and act regional'.

Logo Sample parking space. Good infrastructure. Use of modern technology equipments. Clean and friendly services.

Blueprint And GAPS Model

Physical Evidenc e Customer Action

Dominos Pizza Logo

Menu Card, Discount deals

Seating arrangements Customer makes payment and waits for turn

Pizza package, aroma and warmth

Enter the Restaurant

Customer places The order

Customer takes pizza and eats it or takeaway

Line of interaction

Front stage Customer Action

Greeted by Attendant at the counter

Attendant takes The order details And customer information

Provides customer with payment details and token no.

Delivers pizza to customer as per token number and preference

Line of visibility

Back stage Customer Action

Customer details stored in the computer system And order placed for the pizza
Line of internal interaction

Support Actions

Takes the order, prepares the pizza, Packages the pizza

Places it at counter to the attendant

Expected Delivery Time/ Expected toppings on Pizza

Slow/ inefficient Service

Conditional discount offers

Delivery by frontline employees to customers

Lowers customer expectation with taxes/ conditions

Lack of satisfaction with delivery of pizza, order or billing

Taste, price, time expectations 1. Knowledge Gap Misconceptions, lack of suggestions 2. Standards Gap Mismanaged queue system, delivery lagging

CUSTOMER MANAGEMENT

3. Delivery Gap
Undertrained attenders, order takers 5. Perceptions Gap Unaware about ingredients 7. Service Gap Switch to competitors, 4.

4. Internal Communications Gap Exclusion of mention of additional cost in case of offers 6. Interpretation Gap Unempathetic behavior, unavailable on phone

RATERS MODEL

Facilities, Equipment
Customers above capacity

Front stage Personnel

Procedure

Failure in oven equipments Electricity Failure

Customers

Lack of sufficient Service personnels To meet the customer needs

Delayed order taking, Delay in entering or registering data in the system

Other Causes

Late food preparation Unavailable toppings, base

Absence of pizza baker and other personnels

Incomplete information on deals Underequipped branch

Materials, Supplies

Backstage Personnel

Information

The order was delivered in the time limit promised. 1 2 3 4 5 6 7

4. Late delivery was compensated. 1234567

Reliability

The pizza was hot and fresh. 1 2 3 4 5 6 7

The bill is free of errors. 1 2 3 4 5 6 7

The order was placed with out fumbling around. 1 2 3 4 5 6 7 The delivery boy had change. 1 2 3 4 5 6 7 The delivery boy was polite 1234567

New discounts schemes were told before the order was placed. 1 2 3 4 5 6 7

Assurance

The employees were aware of the menu they had 12 3 45 6 7

The restaurant was clean and hygienic 1 2 3 4 5 6 7

The bill is provided after every order. 1 2 3 4 5 6 7

The order was not damaged on delivery 1 2 3 4 5 6 7

Tangiability

The food was still hot on delivery. 1 2 3 4 5 6 7

The perfect delivery of the order was made. 1 2 3 4 5 6 7

The order was placed easily without any communication problems. 1 2 3 4 5 6 7

The staff was helpful in handeling complaints 1 2 3 4 5 6 7

Empathy

The call is greeted politely 1 2 3 4 5 6 7

The telephone operator is courteous. 1 2 3 4 5 6 7

Reassurance

The complaints were handled and solved in time . 1 2 3 4 5 6 7

The order was delivered within the time limit 1 2 3 4 5 6 7

The order progress was shown online. 1 2 3 4 5 6 7

The order is delivered before time 1234567

The line is available to place the order 1 2 3 45 6 7

Dominos CRM

Improving customer experience Increase customer satisfaction to 100% Maximum respect for the customer To gain highest possible customer loyalty To try to retain 100% customers Innovate ways that matter to the customers as well as the team members.

 Discount Coupons/Menu delivery Clearly defined and communicated service delivery standards New online order concept 30 min or free guarantee Frequent reminders

 Empowering the customer so that he/she could create his/her own product Well targeted advertisements and promotions Good database management Feedbacks/Queries/Complaints Impressive menu with different price ranges.

 Well designed service blueprint, fast processing Scattered store locations over the city help them to match demand Numerous stores(500) and riders, quick preparation Festive days and game days High Demand At the time of placing order, they mention possible delay

SERVICE GUARANTEES

30 MINUTES DELIVERY SERVICE GUARANTEE

The very popular 30 minute service guarantee of Dominos

 Started in 1973 Price paid for this guarantee The guarantee was dropped in 1993 However, in India this guarantee continued. Marketing move : All the rush is within our store and never on the road

Domino's HeatWave Hot Bag

Dominos HeatWave hot bags were introduced in 1998 to keep pizzas ovenhot during normal delivery. Dominos has continued to innovate and evolve the technology

SERVICE RECOVERY STRATEGY

SERVICE RECOVERY STRATEGY

Service recovery is the action initiated by the service provider in response to a service failure. Service failure in Dominos Feedback form During the ETP, employees are trained how to act in situations of service failures to recover the customer and not affect the brand name.

 Meets the need of a systematic and well defined service, covering majority of the factors. Try to focus on tangible (place) aspect; though main focus on home delivery. Promotions widespread- reaching out offers to all the public. Location reach out is widespread. Health conscious people- make use of calorie-controlled ingredients and introduce a little healthier version of pizzas, due to the shift. Appealing brand positioning Think global and actlocal Khushiyon ki Home Delivery Hungry kya?