Wednesday, January 27, 2010

The Pizza Turnaround

As several of us in the hospital world pursue our own versions of transparency and accountability to achieve high standards of performance, it is interesting to view how people in other industries do the same. Here is a video produced by Domino's Pizza about the voyage of discovery they went through. I found it intriguing and hope you do, too.

Click here if you cannot view the video.


Anonymous said...

I just recently noticed their new commercials, which acknowledge the poor comments they received about the taste and quality of their pizza - and how they used that to improve their products. I think it's an effective marketing campaign...although when we decided to order a pizza this past weekend, we still went with Papa Johns. My husband wasn't happy with Domino's choice of toppings. Oh, well - you can't please everyone! : )

Anonymous said...

I think they missed the point. And perhaps Paul did too.

It seems to me that what's broken is the process - not the recipe. The idea behind fast food in general (I'll admit, I don't know about Domino's specifically) is that it can be prepared by robots (well, 18-year old kids disguised as robots).

They didn't need to fix their mix of spices, or add a little gouda, they need to hire / compensate / reward employees who take responsibility for their actions, and want to create a great product. And empower them to send only the best out the door!

Is anyone surprised that the pizza created by skilled chefs in Ann Arbor looks good? Is anyone surprised that pizza created by a low paid teenager doesn't?

How often do you think a Domino's driver / chef throws out a pizza because it's not up to their standards?

Domino's would probably say: "but hiring employees is up to the franchisee!" But I would argue that's where their problem is - and that's what colors the perception of the brand!

Long story short, one of the amazing things about this blog is its ceaseless focus on process improvement (to reduce cost, reduce mistakes, etc.). Yet this commercial is all about throwing technology (gouda!) at the problem, and not confronting the process problem.

I probably spent too long thinking about a commercial. Back to work.

Anonymous said...

I think it goes both ways: the product plays an important role in attracting the right people as employees.

Walk into Hot Tomatoes in Downtown Crossing, or Flour Bakery in Fort Point -- you'll find great looking food sold by enthusiastic people.