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According to Bunchapattanasakda Wong, management is the process of working with and to effectively achieve organizational objectives by efficiently using limited resources in changing environment. Domino's Pizza which is located on 2/792 Great South Road Wiri Manukau seems to have problem in smoothly managing the business and achieving the projected targets and objectives. The major problem this organization faces today is with Resourcing which includes issues such as short labour, staff delegation and stock management leading to uncertain customer flow and low sale. This organization has been chosen by the research group because one of the group member's friend is an assistant Manager in that organization therefore; the business information is easily available to the research group. Solving this problem will help the organization to be better prepared and planned and will keep the labour cost in line with the sales which will be good for the business and the employees.
1.1 Background & History
This group will be conducting a research on Domino's Pizza Manukau Branch which is located on 2/792 Great South Road, Manukau because the organization has problems in managing the business and achieving its projected targets.
The international fast food pizza delivery corporation, Domino's Pizza, is a renowned and popular choice amongst people for enjoying their favourite fast food. With its headquarters located just outside Ann Arbor, Michigan, US, Domino's Pizza has an interesting background. Today, this huge franchise has a deep global impact and has 8,000 corporate and franchise stores in more than 54 countries (Domino's Pizza, 2010).
Domino's Pizza was founded in 1960 by a man named Tom Monaghan whose original goal was to open three pizza delivery stores. Domino's Pizza has made success a possibility for thousands of other people too. By franchising Tom's pizza delivery model to like-minded entrepreneurs, Domino's Pizza has turned out to be a world leader in pizza delivery and one of the most successful franchise businesses in the world. As well as instilling a commitment to product, service, image and safety, Domino's Pizza franchisees are also encouraged to foster positive relationships with the communities they function in. (Domino's Pizza, 2012).
Domino's Pizza, Manukau is franchised by a Brian Lee and the store was opened six years ago. It started with less staff but with huge sales increase in the past six years the company now employs ten staffs members.
1.11 Nature of Business
Domino's Pizza, Manukau is a relatively small store, occupying approximately 1,000 to 1,300 square feet, and was designed with a focus on efficient and timely production of above standard pizza for delivery. The store plan has been refined over time to provide an efficient flow from order taking to delivery. The store is primarily a production facility's which mainly produces pizza and, does not have a dine in area.
1.12 Organizational Culture
According to Gareth Morgan organizational culture is the set of "a set of beliefs, values, and norms, together with symbols like dramatized events and personalities that signifies the unique character of an organization, and provides the context for action in it and by it". Therefore, at Domino's Pizza, Manukau employees are essentially all the same and live for the thrill of being "fast and nice." Their motto is to "sell more pizza, have more fun," and they believe that this is the culture of their business because the team members make and sell pizzas and in appreciation the management creates an atmosphere of fun and productivity.
1.13 Organizational Structure
The typically hierarchical arrangement of line of authority communication, right and duties of an organization .Organizational structure determines how the roles power and responsibilities are assigned controlled and coordinated and how information flows between the different levels of management.
1.14 Products, Service & Target Markets
The present Domino's menu features a variety of Italian-American entrees and side dishes. Pizza is the primary focus, with traditional, specialty and custom pizzas available in a variety of crust styles and toppings. In 2011, Domino's launched Artisan style pizzas that offer a base blend of rich flavours to complement chef inspired toppings. Supplementary entrees include pasta, bread bowls and oven-baked sandwiches. The menu offers chicken side dishes, breadsticks, as well as beverages and dessert course (Domino's Pizza, 2010).
Domino's Pizza, Manukau is in pizza delivery service and they are not only a fast food but they deliver good and fresh food fast. They are not a takeaway or restaurant because on average, only 30% of the pizzas are collected and their stores don't have eat-in facilities. Domino's exists to fulfil a basic need for their customers by providing a high quality, freshly ready, hot meal delivered on time and every time. Domino's Pizza, Manukau target market are the local residents around Manukau area, the local business community and students around the area. Today, Domino's Pizza is best known as "the pizza delivery experts" because each pizza is made to order from fine and fresh materials.
1.2 Business Management Problem
The research team has been able to identify a business management problem at Domino's Pizza (Manukau). The problem is that of ineffective resourcing system in managing staff and controlling stock at Domino's Pizza (Manukau).
1.21 Research Questions
How effective is the resourcing system used by Domino's Pizza (Manukau) managing staff and controlling stocks?
1.22 Classification of Business Problem
A crisis problem describes a situation in a business in which the leader(s) must take urgent and exceptional action to try to save the business from failure. This would be a serious problem that needs immediate resolution.
A non-crisis problem, on the other hand, is an issue that requires resolution but does not have the associated urgency of a crisis problem.
The issue of ineffective resourcing at Manukau Domino's is a non-crisis problem as it is an issue that needs to be resolved but there is time yet for management to sufficiently study and analyse the issue to articulate solutions.
The issue of ineffective resourcing at Domino's (Manukau) is an internal problem as it is existent in the company's internal environment and the store culture is also attributing to this problem. The research team is aiming to analyses this problem and synthesis recommendations that can be carried out to change the internal environment of Domino's (Manukau) and in doing so, resolve this issue.
The objectives of the research team are to:
Identify what resourcing methods are used at Domino's (Manukau): specifically related to the fields of inventory, human skills and production resources.
Analyse the quality and effectiveness of staff delegation at Domino's (Manukau) and assess employee satisfaction with their working environment.
assess the stocking-keeping knowledge and capability of staff
Find out any other challenges faced by management due to issues in resourcing.
Analyse types of resourcing systems especially related to organisation and planning that can be used to improve the way business is done at Dominos (Manukau).
1.24 Justification of topic:
The research team has chosen this topic because one of the supervisory staff members at Domino's Pizza, Manukau was accessible for interview and information sharing. Recommending changes that could solve the problem of resourcing at the restaurant will lead to less wastage with a possibility of more profits.
2.0 Project Plan
The research will be conducted on Domino's Pizza, Manukau as part of the Applied Management 636 Assessment
2.1 Scope of study
In this research, the group is trying to search for and identify any problems existing in Domino's Pizza, Manukau. The group will be carrying out a thorough Supervisors interview, distribute questionnaires to the staff members and spend some time observing their fast food operations to gain more knowledge of the organization. This task will make it easy for the group to draw a conclusion about problems that exist in managing the resources of the organization. Then, the group will propose a few recommendations to solve the existing problems and help to improve the business.
2.2 Proposed problem Solving model
This research will use and apply seven-step problem solving model. This model is appropriate because it is designed to offer systemic solutions to difficult problems. It was developed by The Center for Quality Management (1989) and according to this method problems are solved by seven different steps. It is also very simple and easy to understand.
2.21 Step in Problem solving model
The diagram below shows and explains a series of steps used to solve different types of
(Center for Quality Management, 1989)
Management problems at Domino's Pizza, Manukau followed by detailed explanation of each step.
Step 1: Pose the problem, this is the first step in problem solving where the problem needs to be identified first and the accordingly classify or label it. It is necessary to figure out first about what is going wrong in organisation and its management. It is very important for every group member to clearly understand the problems so that everyone can focus towards the same goal or problem solving. In this research, the group will figure out how the problems are created in Domino's Pizza and at what level such as production area, the staffs, management, stock or the procedures
Step 2: Analyse the problem, questions will be asked to figure out the fundamental cause of problems existing in the organization. In this step data about the selected objective will is gathered from a wide range of different viewpoints. Through analysis of data the most significant factors of problem are identified. The group members will not assume anything such as the main cause of problems before any investigation. Question are raised, asked and answered such as how difficult is the problem? What are the causes of the problem? What are the effects and symptom of the problem? Once the questionnaire is sorted out then the group will figure out on how to go about in conducting this research and getting the questions answered. Methods such as questionnaires, interviews and observation will be used to move the research ahead.
Step 3: Set Goal, after conducting the above two steps the group will be able to identify the problem and figure out the main cause of the management problems. Once the group has thought about the problems from different angles than will identify what iis it that group wants to achieve.
Step 4: The starting point in any conscious attempt at rational decision making must be the recognition that a problem exists. While effective meetings are essential to getting work done, most meetings leave us still looking for a decision. A good group meeting should bring the group members together. It should facilitate decision making, assist others in taking responsibility, and contribute to building team effort within the group. Imagine solutions, after setting out the goals, the group will figure out and discuss the possible solution in context with theory and easy practical methods. Here, if the group will conduct a thorough discussion and manage to explain them well then it is possible to identify and implement more effective solutions. The group will use brain storming process to gather any possible solution.
Step 5: Select solutions to implement:, this step will be carried out by selecting a possible solution among all alternative solution that is the most relevant to each situation and problem. The group will think ahead on all the outcomes and will discuss amongst themselves before selecting any solution. The group will have a responsible task of selecting solution because it will be recommended to organisation so that they can improve their business. These possible solutions will be reflected on the organizations, the institute, the research group and their assessment.
Step 6: Implement solutions; once the solutions are selected the group needs to implement it with a detailed reason and explanation in context with theory. The group needs a lot of motivation, patients and energy to implement because this process takes time to come in effect and produce any positive result. Furthermore, the group then recommends the best selected solutions to Domino's Pizza's, Manukau so that they can implement them to get rid of their current problems.
Step 7: sometimes the group who choose the solution are not ones who will implement it. If this the case members who select should clearly explain why they selected it to the ones who will implement it. Showing that the problem solving process was an organized and orderly process will convince others that the solution was valid. The group will monitor whether or not specific tasks are being performed or short term targets are being achieved as planned. This monitoring will take place regularly until all tasks will be completed some suggestion monitoring techniques' will be used:
Survey and written questioners
Checkpoints action plan
2.22 Other Management Concepts/tools
To complete this report, the research group will use two management concepts such as bounded rationality and satisfying. According to Gill and Pio (2007) the concept of bounded rationality explains the idea that decision makers are bounded (hindered) by limited information, limited time and limited capability. Whereas, satisfying suggests choosing a solution that satisfies the decision maker without further effort to establish if it is the optimal one.
Once the group has conducted the research, identified the problems through information gathered then the group will use planning, organizing and control to implement the recommendations. As Fayol (1949), suggested that planning is the process most important process in management because it determines organizational aims, develops premises about the current environment, selects the course of action, initiates activities required to transform plans into action, and evaluates the outcome. Generally there are four major types of planning exercises: strategic, tactical, contingency, and managerial. Once strategic planning and management planning are implemented, organizing to get the job done is next. Organizing is the process of establishing formal relationships among people and resources in order to reach specific goals and objectives. The process, according to Marshall (1992), is based on five organizing principles: unity of command, span of control, delegation of authority, homogeneous assignment, and flexibility. Control is the final element of the management which involves the comparison of the activities of the people to the plan of action and also known as the evacuation component of management. According to Taylor (1917), all activates should conduct effectively and efficiently to obtain organisation goal.
2.3 Resources needed
The resources required to carry out this research are computer, internet, printer, lecture notes, transport, money, time and support from the tutor and family members. We also have our time sheet where we will recorded or daily tasks.
The research team members planned how time would be managed before carrying out the research, so the work will be shared between the members. Travelling and printing expenses will be also shared. Questionnaire will be prepared and given out, manager will be interviewed and some information will be collected from internet. An observation is made, for the research report lecture notes and text books will be used. The team is also thankful for the support from the members and tutors of Aotearoa Tertiary Institute.
2.31 Budgeting Requirements and plan
The group first discussed about Domino's Pizza, Manukau with each other and then agreed to conduct a research on this organization. For the research the group had to plan a budget to cover any expense incurred while researching. Therefore, a budget of NZ$60 was drawn and each group member will contribute NZ$15. Please refer to a copy of the research team's budget in the appendices section.
2.32 Activity Plan
Activity plan is list of the entire task needed to complete the research and meet the objectives. The action plan and questionnaires is attached to the appendices.
2.33 Perceived limitation and benefits
The action plan will keep the group focussed and show the amount or work carried out and pending. Every research has a limitation therefore this research has limitations such as work area not properly organized, management tools not in place, member's commitment in their personal life and the increase and repeat cost of actual visit. The major benefit of the entire research is the planning, organizing and control carried out by the group because everything came into place accordingly.
All the data that will be collected in this research will be by handing out questionnaires to the employees, making observations and carrying out personal interview with the Supervisor. The research team consists of four members each of the members were given a responsibility. One of our research team member's friend who is working for the company will get the information. The second team member will be typing of the document and the third member will conduct all the interviews and the last member collect relative data.
Before starting the research the group will send a request letter to the company, so that the team gets permission to carry out the research. Then the team will hand out the questionnaires and start collecting data for the research. Once all the information is gathered and the team has the some useful information's the group will analyse the data. During the research the team members will work together, to make sure that they help each other if anyone faces any problem
3.1 Research Instruments
The first source of data will be collected from the employees who will answer the questionnaires. The second source of data will be collected by conducting personal interview with the Supervisor of the organization. The third source of data will be based on observation by using a checklist. The group will select any peak shopping hours to conduct observations.
3.11 Strength & Weaknesses
One of the most important tools used to collect data in this research was the questionnaires because it has both strengths and weaknesses.
It is a very effective way of collecting information. It is comparatively quick to collect information using a questionnaire because this method easily collects information from any large groups. The responses will be gathered in a standard way; therefore they can be very objective.
Not all the feedback gathered will be very useful because at some point wrong or false information's may be given or sometimes feedback may not be honest and questionnaires being misused.
An interview is important in research because though it will gather information needed in order to support research and also it will serve as a baseline.
The main advantage of interview there are useful to obtain details information about personal feelings perceptions and opinions. They allow more details questions to be asked and usually achieve a high response rate
The main weakness of interview they can be very time consuming setting up, interview, transcribing analysing, feedback reporting.
Observation is the most common data collection techniques used in research methods. This method is unique from the other data collection techniques because it focuses more on behavioural or social aspects of the participants.
It's a very direct method of collecting data or information. Data collected is very accurate in nature and also reliable and it also improves precision of the research results.
The most limiting factor in the use of observation method is the inability to observe such things such as attitudes; motivation, customer, and consumer state of mind their buying motive and their image.
Personal observations carried out by the group using the checklist and literature review will support the data from the research and then all the data is compared and verified. This is important because it helps in data triangulation resulting in reliability of the research. Questionnaire will be handed out to employees to get their opinions and then re-collect the data. The research works will strength the interpersonal skills of the researches which will help them to learn more about business problems and their impacts. The respondents may not be able to answer questions according to our expectations.
3.2 Literature review
To complete this report, the research group will use the management concepts such as satisficing suggests choosing a solution that satisfies the decision maker without further effort to establish if it is the optimal one. Satisficing: choosing the first satisfactory alternative that comes to your attention (J.S 2004). The Manager of Dominos Pizza is only considering at the satisfactory solutions that indicates that the impact of the solution will be only for a short time. In this research we will be looking at the problems and we will come with suitable solutions for Dominos Pizza.
Bounded Rationality: according to Gill and Pio (2007) the concept of bounded rationality explains the idea that decision makers are bounded (hindered) by limited information, limited time and capability. Our Research group have limited time frame and limited access of information since none of our group members are working in Dominos Pizza. We will get all the information through one of our group member's friend who is Dominos Pizza assistant manager.
3.3 Ethical issues
Firstly a letter was sent to Domino's Pizza, Manukau requesting for permission on behalf of our team to conduct research based on resourcing in their organization. Once the approval letter is received our team will start making necessary observation, collecting data, and conducting interviews at a convenient time. Questionnaires were distributed amongst employees and their names and all personal information collected will be kept confidential as per the Privacy Act.
4.0 References List
Bunchapattanasakda, C., & Wong, P. (2010). Management practices of Chinese managers in Chinese MNCs operating in Bangkok. Cross Cultural Management: An International Journal, 17(3), 268-282. doi:10.1108/13527601011068360
Center for Quality Management. (1989). CQM 7-Step Problem Solving Onsite Workshop. Retrieved from http://www.goalqpc.com/shop_products_detail_popup_courses.cfm?PID=692
Domino's Pizza. (2010). About Domino's Pizza. Retrieved from http://www.dominosbiz.com/Biz-Public-EN/Site+Content/Secondary/About+Dominos/History/
Domino's Pizza. (2012). Franchise with Domino's Pizza. Retrieved from http://www.dominosbiz.com/Biz-Public-EN/Site+Content/Secondary/Franchise/
Fayol, H. (1949). General and Industrial Administration. London: Pitman.
Gill, L., & Pio, E. (Eds.). (2007). Organisations and management :theory and applications. Auckland, N.Z.: Pearsons Education New Zealand.
Marshall, J. (1992). Journal of Management Education and Development. 23, 3, 9. Retrieved from http://www.lums.lancs.ac.uk/profiles/judi-marshall/publications/
Maslow, A. H. (1969). A theory of metamotivation: The biological rooting of the value-life. Humanitas, 4, 44.
Taylor, F. W. (1917). The Principles of Scientific Management. New York: Harper & Brothers.