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DOMINO's Case Study

Domino's implemented several technology systems to improve its business processes and customer experience. The Point of Sale system captures customer order and payment data. Pulse is a management information system that supports functions like order routing. Pulse Evolution allows online ordering and customization. Pizza Tracker displays a bar graphing an order's progress. These systems help Domino's improve efficiency, customer service, and innovation to gain a competitive edge over rivals like Pizza Hut.

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476 views

DOMINO's Case Study

Domino's implemented several technology systems to improve its business processes and customer experience. The Point of Sale system captures customer order and payment data. Pulse is a management information system that supports functions like order routing. Pulse Evolution allows online ordering and customization. Pizza Tracker displays a bar graphing an order's progress. These systems help Domino's improve efficiency, customer service, and innovation to gain a competitive edge over rivals like Pizza Hut.

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DOMINO’S CASE STUDY

DOMINO’S SIZZLES WITH PIZZA TRACKER


Contents

• Overview of Case Study


• History
• Pizza Business
• Technology
• MIS
• Interactive session (Q&A)
Overview of Case Study

 Home delivery pizza chain


 Innovation in business
 TPS-Pizza Tracker
 Foundation and progress
 Competitors- Pizza Hut, Papa John’s, Little Caesar
 Point of sale system, In 2003 Pulse
 Pulse Of evolution
 Pizza Hut, Papa John’s also have online ordering system
HISTORY

 Founded in 1960 by Tom Monaghan.


 Second-largest Pizza chain in the United States.
 About 9,000 stores located in all 50 U.S states and
franchised stores in 60 countries.
 Approximately 180,000 worldwide franchise and
corporate team members located in over 70 markets
MARKET STRATEGIES

 Vision
 Number 1 in pizza
 Number 1 in people
 Mission
 Sell more pizza, have more fun
 Goal
 Customer for life
 Increase no customer
Why feel to Change

 Innovate to their business strategies


 Overhauling its in store Transaction processing System
 Providing other useful services (e.g Pizza Tracker)
 Improving ingredients and freshness
 In 2009 , domino’s had $1.5 billion sales and earned $80 million in
profit
Technology

 Point-of-sale System
 Pulse
 Pulse Evolution
 Pizza Tracker
 Online polling System
Point of sale System

 Captures purchase and payment data at a physical


location
 Goods and Services are bought and sold
 Computer, automated cash registers, scanners or other
digital devices
Pulse

 Which improve customer service, reduced mistakes, shorter training times.


 Pulse performs some functions-
1. touch screen interface
2. maintaining sales figures
3. Compiling customer information
4. Delivery driver routing system
Pulse Evolution

 Use thin-client model


 Collect data and send them over the internet
 State of the art online ordering system which includes
pizza tracker
 Allows customers to watch a simulated photographic
version
 Customize pizza size, sauces and toppings
Pizza Tracker

 Displays a horizontal bar that tracks an order’s


progress graphically
 Available on all online & mobile ordering
systems
Pizza Tracker
MIS

 Processing Support System – Point-of-sale system


 Management information system – Pulse
 Decision Support System – Online polling system
Q &A

 Question 1:
 What kinds of systems are described in this case? Identify
and describe the business processes each supports.
Describe the inputs, processes, and outputs of these
systems.
 Answer:
 Systems described in this case are:
 Transaction processing system (TPS)
 Pizza tracker
 Pulse
 Pulse evolution
 (i): Thick client model
 (ii): Thin client model
 * Online polling system
 * Online ordering system
 Inputs: customer orders that describe the type of pizza crust, pizza
ingredients and toppings, side orders, and delivery location data
 Processes: data updates the system's database. transaction data
from the TPS are summarized and presented in reports and analyze
data
 Outputs: the number of pizza and side orders sold, cost numbers
for ingredients, delivery information, customer information
Question 2: How do these systems help
Domino’s improve its business performance?

 Provides efficient management function


 Pulse improved customer service, reduced mistakes,
shorter training times
 Working to cut costs and increase customer satisfaction
Question 3: How did the online pizza ordering
system improve the process of ordering a
Domino's pizza?

 Domino’s rolled out its state-of-the art online ordering system,


which includes Pizza Tracker.
 It allows customers to watch a simulated photographic version,
pizza as they customize its size, sauces, and toppings
 The image changes with each change a customer makes
 Ordering progress can be viewed by pizza tracker
 Pizza Tracker displays a horizontal bar that tracks an
order’s progress graphically
 In 2010, Domino’s introduced an online polling system
to continuously upload information from local stores.
Question 4: How effective are these systems
in giving Domino's a competitive edge?
Explain your
 The company's improved business processes are becoming a source
of competitive strength.
 Systems enable the company to innovate and execute its operations
more quickly than its rivals
 business processes are automated which changes the flow of
information and makes it possible for more people to access and
share information.
 The technology is also supporting new business models
like the online pizza ordering system.
 Pizza Hut and Papa John's have online ordering
capabilities, they lack the Pizza Tracker technology
 Almost 20% of all of Domino’s orders, which is up from
less than 15% in 2008.
THANK YOU

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