The Service Operations of Domino’s Pizza

The Service Operations
Of Domino’s Pizza
Latasha Triplett
SRV 312
Mary Deming
May 20, 2013

Domino’s Pizza is a business-to-consumer company that offers pizza and other food items to its customers. It is one of my and my family’s favorite places to eat. We all love the food, and maybe more importantly, I love the deals. This is one service company who continues to reinvent itself in order to satisfy its customers. Service operations management is a concept concerned with delivering service to those customers who use it (Johnson & Clark, 2008). There are many different ways to apply this concept in a service organization, as it directly relate to customer expectations and satisfaction. This paper will review what the customer expectations of Domino’s Pizza is from my perspective, and make suggestions as to how this company can plan and strategize to keep its customers, both old and new, well satisfied.
Domino’s has been around since 1960, when Tom Monaghan and his brother bought a single pizza restaurant in Michigan (Dominosbiz.com, 2013). Since then, the company has expanded quite largely; there are over 10,000 stores worldwide (Dominosbiz.com, 2013). Over the years, the company has taken the cue from its customers to improve both its food offerings and it customer service. From industry innovations such as delivery in 30 minutes or less, to the Heatwave, a delivery bag that keeps food oven hot until it reaches the customer’s door, to its newest product, handmade pan pizza dough (Dominosbiz.com, 2013), Domino’s has always been about what the customer wants. Despite being behind industry leader Pizza Hut in total annual sales (Picchi, 2013), the company still strives to deliver the best service and quality products that its customers have come to love. So how can this seemingly inventive company use strategies of chance and quality management to reach out to customers and raise its sales?
Customer expectations are what consumers want service companies...