At Domino’s, exceptional people are on a mission to be the best pizza delivery company in the world! SACHIN BHAREL finds out how its HR helps in establishing Domino’s reputation for being a home delivery specialist
‘Ding dong’ the bell rings, and your stomach starts to growl. Rather than rushing to the door, you look at the wall clock from the corner of your eye. It’s 31 minutes past the time you ordered for your pizza. Yippee! Now you can get your pizza for free. With a slight twinge of guilt (?) you swank towards the door and smugly announce this to the unsuspecting delivery boy. But wait a minute, you suddenly see a shiny bright badge on his t-shirt – ‘I do not get penalised for delivering the pizza late!’, and any guilt you might have had promptly goes out of the window. For now you can be rest assured that your next door pizza delivery boy does not have to bear the late delivery charges from his own pocket. A small gesture but talks volumes about the company’s HR policies – a company that for years has been delivering quick-fix yummy solutions for your empty stomach.
Yes, Domino’s guarantees delivery of its mouth-watering pizzas in just 30 minutes and it is this service that has made it the numero uno player in the Quick Service Restaurant (QSR) segment. But have you thought who makes this quick-service-delivery possible? It’s none other than the 4,400 odd delivery boys called Safe Delivery Persons (SDP), who zoom down the streets of India on their motorcycles to deliver the pizzas right on time. With 10 QSR players operating in the organised sector and about 70 players in the unorganised sector (as per a report by Federation of Hotel & Restaurant Associations of India), creating a niche for your brand becomes a tad too difficult. Simply stated, with people being the face of almost all QSR players, the human resource function has an important role to play, to create that much needed difference in the quality of service and delivery.
While speaking to 4Ps B&M, Basab Bardoloi, VP-HR, Domino’s, says, “At Domino’s, we have a popular slogan – by the people, for the people and with the people – that says it all about the HR agenda.” With the Indian QSR segment growing at a stupendous 70% (as per FHRAI report), and more and more players joining the fray each day, employees readily jump the ship (read: company) for just a few hundred rupees. Little wonder that Bardoloi and his team find attrition as the greatest challenge. He adds, “Attrition is the biggest problem that any service oriented organisation is facing today. As the avenues are great in the market and a lot of different sectors have come up, so to get quality people is the biggest challenge for the HR and in order to overcome that we have a lot of policies in place.”
For Complete IIPM Article, Click on IIPM Article
Source : IIPM Editorial, 2008
‘Ding dong’ the bell rings, and your stomach starts to growl. Rather than rushing to the door, you look at the wall clock from the corner of your eye. It’s 31 minutes past the time you ordered for your pizza. Yippee! Now you can get your pizza for free. With a slight twinge of guilt (?) you swank towards the door and smugly announce this to the unsuspecting delivery boy. But wait a minute, you suddenly see a shiny bright badge on his t-shirt – ‘I do not get penalised for delivering the pizza late!’, and any guilt you might have had promptly goes out of the window. For now you can be rest assured that your next door pizza delivery boy does not have to bear the late delivery charges from his own pocket. A small gesture but talks volumes about the company’s HR policies – a company that for years has been delivering quick-fix yummy solutions for your empty stomach.
Yes, Domino’s guarantees delivery of its mouth-watering pizzas in just 30 minutes and it is this service that has made it the numero uno player in the Quick Service Restaurant (QSR) segment. But have you thought who makes this quick-service-delivery possible? It’s none other than the 4,400 odd delivery boys called Safe Delivery Persons (SDP), who zoom down the streets of India on their motorcycles to deliver the pizzas right on time. With 10 QSR players operating in the organised sector and about 70 players in the unorganised sector (as per a report by Federation of Hotel & Restaurant Associations of India), creating a niche for your brand becomes a tad too difficult. Simply stated, with people being the face of almost all QSR players, the human resource function has an important role to play, to create that much needed difference in the quality of service and delivery.
While speaking to 4Ps B&M, Basab Bardoloi, VP-HR, Domino’s, says, “At Domino’s, we have a popular slogan – by the people, for the people and with the people – that says it all about the HR agenda.” With the Indian QSR segment growing at a stupendous 70% (as per FHRAI report), and more and more players joining the fray each day, employees readily jump the ship (read: company) for just a few hundred rupees. Little wonder that Bardoloi and his team find attrition as the greatest challenge. He adds, “Attrition is the biggest problem that any service oriented organisation is facing today. As the avenues are great in the market and a lot of different sectors have come up, so to get quality people is the biggest challenge for the HR and in order to overcome that we have a lot of policies in place.”
For Complete IIPM Article, Click on IIPM Article
Source : IIPM Editorial, 2008
An IIPM and Professor Arindam Chaudhuri (Renowned Management Guru and Economist) Initiative
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