Operational Excellence Operational Excellence Our Mission Our - - PDF document

Operational Excellence Operational Excellence

Our Mission Our Mission

GREAT PIZZAS GREAT PIZZAS

G t/R k

• Great/Remake

– Rim – Size – Portion – Placement – Bake

eptable Acceptable Color Range eptable Unacce Unacc

GREAT PIZZAS GREAT PIZZAS

Brand Tracking Study – July 2009 72%

Pizza Taste

72%

85% 85% 87% 86% 90% 95% 100%

72% 74% 74% 73% 71% 0% 72% 72% 72% 80% 81% 82% 81% 81% 85% 85% 84% 83% 83% 81% 82% 83% 86% 81% 79% 78% 76% 77% 77% 79% 79% 81% 80% 79% 77% 78% 80% 82% 70% 75% 80% 85% 67% 71% 72% 71% 65% 66% 68% 71% 70% 72% 62% 50% 55% 60% 65% 70% 50%

5 Point Loss 15 Point Loss 5 Point Loss 15 Point Loss

Customer Appreciation Week Customer Appreciation Week

• Incentives = 3 Star or Better
• Start weighing pizzas now:

– What is Extra Cheese on a Large? g – Where does Extra Cheese go?

• Order enough dough and MANAGE IT

Order enough dough and MANAGE IT

Creating Customers for Life Creating Customers for Life Starts with Good Food

Service – who cares? Our Customers! Service who cares? Our Customers!

Brand Tracking Study – July 2009 65%

Speed of Delivery

65%

62% 61% 61% 61% 65% 65% 65% 62% 64% 65% 58% 63% 65% 60% 70% 80%

56% 54% 55% 61% 61% 59% 59% 56% 54% 56% 58% % 54% 55% 55% 56% 55% 58% 46% 47% 47% 48% 49% 52% 49% 48% 45% 48% 46% 46% 42% 46% 45% 40% 50% 60% 42% 30% 20% 30%

DOT = 25 DOT = 25

1st Load 1st OTD 1st DOT Comments

d Monday Tuesday Wednes day Thursday Friday Saturday

Accurate Data Accurate Data

• Manage your service – measure it and use

g y the information to make decisions

Customer Appreciation Week Customer Appreciation Week

Customer Appreciation Week Customer Appreciation Week

• CUSTOMER VIEW & LOBBY

CUSTOMER VIEW & LOBBY

And Our Customers Care! Our Stores Are Dirty And Our Customers Care! Our Stores Are Dirty

2008 BTS DATA Likelihood To Recommend By Cleanliness Rating 91% 1 to 6 Rating 7 Rating 8 Rating 9 Rating 10 Rating 50% 59% 70% 32%

Cleanliness of Pizza Place

59% 60% 60% 63% 58% 59% 60% 60% 62% 60% 57% 59% 62% 63% 58% 51% 53% 57% 61% 59% 58% 55% 61% 60% 60% 60% 68% 66% 55% 60% 65% 70%

Brand Tracking Study July

48% 50% 51%51% 48% 47% 48% 55% 57% 51% 47% 44% 48% 49% 56% 58% 56% 51% 53% 56% 57% 40% 45% 50% 55%

Study – July 2009 49%

Professional Manner of Employees

66%67%66% 67% 68%67%66%65% 68% 70% 68%70%70%69%69% 72% 74%75% 70%69% 72% 74%73% 75% 78% 69% 67% 71% 70% 75% 80%

Brand Tracking

62% 66% 66% 60%60%60% 66% 66%65% 70% 68% 64%65%65% 69%67%67% 65% 66%67% 64%65%67% 64% 50% 55% 60% 65%

Brand Tracking Study – July 2009 70%

50%

70%

Sanitation Sanitation

Systems!

Shop Inspection Shop Inspection

Turn a 3 Star into a Turn a 3 Star into a 5 Star 5 Star TODAY! TODAY!

3 Star (74) 3 Star (74)

• Ovens set at 5:30 = 2
• 3 Remakes = 12
• Driver wearing a non-Domino’s jacket = 3
• Drivers unshaven = 3
• Drivers unshaven = 3

74 + 20 = 94

3 St (72) 3 Star (72)

• Small and Medium dough underproofed = 5
• 3 Remakes = 12
• Banana Peppers expired = 3
• Drivers unshaven = 3
• Drivers unshaven = 3

72 23 95 72 + 23 = 95

Coaching Coaching

• On the Job

On the Job

• Peer to Peer - Discussion Forums and

Community Share Community Share

• Training Series
• Coaches Corners
• OER-lead Discussion Forums
• Interactive Guide

Introduction Dough Science SCC Ordering Proofing Troubleshooting Walk‐in Product Service Image Safety Sanitation Welcome Additional Introduction Dough Science SCC Ordering Proofing Troubleshooting Walk in

Welcome!

Are you a 5‐star store trapped in a 2‐ Are you a 5‐star store trapped in a 2‐ star store’s body? This interactive guide provides the foundation for getting you to 5‐star status. Here you’ll meet many

• f our real OER coaches – it’s their goal
• f our real OER coaches it s their goal

to help you succeed.

Intro to this training. Why do we conduct OERs? Your OER: what to expect. Meet the coaches.

Introduction Dough Science SCC Ordering Proofing Troubleshooting Walk‐in Welcome SCS Ordering Proofing Troubleshooting Walk‐in Quiz Welcome Service Image Safety Sanitation Product Additional Introduction Dough Science SCC Ordering Proofing Troubleshooting Walk in

Product

How well you’re making Domino’s products makes up x% of you OER

• score. Click through each link

below to learn how we evaluate: What your coach looks for. Performing a Cut Test. Timing your oven Additional Resources: Oven maintenance (wiki article) Timing your oven. Product section of the MRG. Coaches Corner: Making Perfect Products.

Introduction Dough Science SCC Ordering Proofing Troubleshooting Walk‐in Welcome SCS Ordering Proofing Troubleshooting Walk‐in Quiz Welcome Service Image Safety Sanitation Additional Product Introduction Dough Science SCC Ordering Proofing Troubleshooting Walk in

Additional Information

Additional resources to help you achieve 5 stars: Test your knowledge. H ld d ? Content viewing area How would you rate today? Coaches Corner archives OER l t d iki ti l area. OER‐related wiki articles. Link to Dough Management 101 Training.

Introduction Dough Science SCC Ordering Proofing Troubleshooting Walk‐in Welcome SCS Ordering Proofing Troubleshooting Walk‐in Quiz Welcome Service Image Safety Sanitation Community Product Introduction Dough Science SCC Ordering Proofing Troubleshooting Walk in

From the Community…

Inventory tags. Best ever picture collection Content viewing area Walk‐in Bragging Rights. Best ever picture collection. Worst ever picture collection. area. How I turned a 1‐star store into How I turned a 1 star store into a 5‐star in 6 short months. Meet the 100%ers. Contest! Call for best‐practice sharing ideas! Click here for more information.

OERCoach@dominos.com