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REGIONAL WHO’S WHO
REGIONAL MANAGER : .......................................................................
R. TRANING MANAGER : .......................................................................
COMMISARY MANAGER : .......................................................................
HUMAN RESOURCES : .......................................................................
ACCOUNTS : .......................................................................
ZONAL/AREA MANAGER : .......................................................................
DISTRICT MANAGER : .......................................................................
STORE MANAGER : .......................................................................
WHO’S WHO
C.E.O. : .......................................................................
C.F.O. : .......................................................................
C.O.O. : .......................................................................
CHIEF MARKETING : .......................................................................
CHIEFF SUPPLY CHAIN : .......................................................................
HEAD HR & OE : .......................................................................
HEAD TRAINING : .......................................................................
WHAT DOES DONINO’S PIZZA STAND FOR
Our Mission, Vision, Mindset & Goal
Mission : Domino’s is the pizza specialist who consistently delights the Customer with great taste and choices in pizza with friendly. Courteous team members providing prompt, safe delivery service.
Vision : Exceptional people on a mission to be the best pizza delivery Company in the world.
Mindset : We will provide our customers with an unforgettable dining Experience at home. We will do that by having friendly, service Dedicated, community minded Team Members safely deliveing our hot, fresh, high quality correctly prepare products.
Goal : Customer for life !Guiding Principles : At the Moment of Choice ........................
We take great care of our customers, Our people corne first.We take great care of our customers.We make great 10 pizzas every day.We operate with smart husilo and positive energy
COMMITMENT TO SAFETY
Along with the promise for best product and service, we also have an unsaid commitment to safety not only towards our team members but also towards our CUSTOMERS and potential customers, in order to instill the feeling of driving safely at all items no matter what the situation, Domino’s Pizza follows the Rack Time Policy which states:“lf the customer’s order has’not left the store within 6 minutes from the expiration of the service guarantee time, the order will be automatically “MARKED LATE” and the driver will be instructed to give the customer the same offer that is in effect in the service guarantee, even if the order arrives at the customer’s door within the specified time limit of the service guarantee”.
H.T.A.H.T.A. stands for ________________________________________________There are five elements of H.T.A.
1. Estimated Time of Delivery.2. Pizza Load Time3. Oven Out Time4. Driver Out Time5. Driver In Time or Actual Tim a of Delivery.
2 SECOND RULE : At the speed of 40km/hr the distance between 2 vehicles should be 2
seconds to avoid the accident.2 HOUR RULE : (ALL TERM)
All the utensils should be sanitized after every 2 hours.1 MINUTE RULE : (C.S.R.)
CSR should take the order with in one minute.SEVEN STEPS OF DELIVERY :
(i) Introduce yourself use the customer name.(ii) Repeat the order.(iii) Small talk or positive comment.(iv) Quote the price & repeat the oprader.(v) Make change.(vi) Accepting the tip.(vii) Thanks to customer & hustle back to your bike.
SEVEN STEPS OF ORDERTAKING(i) Smile & greet the customer.(ii) Customer details.(iii) Customer order.(iv) Suggestive Selles.(v) Repeat the order.(vi) Inform the customer.(vii) Parting Remarks.
20 SECOND RULES : Hand should be wash in liquid warm water with antibactirial soap
solutions till elbow for atleast for 20 seconds.15 SECOND RULES :
The pizza should be cut & box with in 15 second.HUSTLE :
The winning attitude of a team member that’s set up part from other company characterised by working quickly & effictenly.GOLDEN RULE :
Treat other the way you want to be treated.PLATINUM RULE :
Treat other the way they want to be treated.
Peel : A utensil used to place or remove products from the oven.
Pepperoni Press : The official Domino’s Pizza Inc., newspaper.
Pizza Fork : A two-tined long handled fork used to pop unwanted bubbles in pizzas.
Proofing : Allowing the dough to rise at a controlled ctemperature until it has doubled in size and volume.
PRP : Pre rush preparation.
Saucing : Spreading sauce on the pizza skin.
Screen : The fiat, circular metal holder on which pizzas are braked.
Skin : Aproperly size dough patty, placed on a screen.
Sneeze Guard : The glass partition that separates the food work area from the customer.
Spoodle : Saucing tool that combines the best features of a spoon and a iadle, cutting down the time spent saucing a pizza.
TEAM : Acronym for “Together Everyone Achieves More”
Walk-in : A large room size refrigerator, typically 8 feet by 10 feet used to keep the food refrigerated
Warming Rack : The rack used, with an electric warmer, to keep boxed pizzas hot while in the store.
WOW : Acronym for “Ways Of Winning” (WOW the Customer).
Dough Tray : A plastic or fibre glass tray used to store and transport dough.
DPI : Domino’s Pizza Incorporated. A privately held company Owned by Thomas.S.Monaghaa. World headquarters are in Ann Arbor, Michigan.
Drop Box : A locked box with separate compartments where team members who deliver are required to deposit the money they collect during work.
Dunnage Racks : Heavy duty metal storage racks.
FIFO : First in, First Out. Team used for rotation of product stored in the Walk In.
Francises : Domino’s Pizza store(s) owned by an individual or company operating under the express permission to use Domino’s Pizza marks.
Franchisee : An individual who owns a Domino’s Pizza s;ore(s).
Golden Rule of : Treat others the way you would want to beHuman Relations treated.
Platinum Rule of : Treat others the way they want to be treated.Human Relations
Green Dough : New dough that has not had enough time to proof.
Hot Bag : An insulated bag used to maintain heat while delivering Pizzas.
Hustle : The winning attitude of team members that sets us apart from other companies characterized by working quickly and efficiently.
Customer : it is no longer enough to satisfy the customer, many companies do thai. We intend to impress out customer with exceptional product. Service and Image.
Itemizing : Placing toppings on a pizza.
CUSTOMER FOR LIFE AND NEVER LOOSE A CUSTOMER :
RACK TIEM POLICY : If the customer order has not left from the store with in six minute from
the expiration of service gurantee time. That order will be automatically marked late & driver should be instucted to give the same offer to the customer. That is iffect in service guarantee time even in the driver rich to the customer door with in specific time of dliver.
TOTAL SATISFACTION GAURANTEE - If the customer is not satisfied with there DOMINOS. Pizza product or
service for any reason. We will make it right or refund the customers money guarntees.
SERVICE GAURANTEE - We have a 30 minute gaurantee in DOMINOS that say if the customer
order has not reach to the customer house with in 30 minute we will give Pizza free or we will give Rs. 300 discount if orderes is more thant Rs. 300 whichever condition is applicable.
TOTAL SATISFACTION GAURANTEE - If the customer is not satisfied with there DOMINOS. Pizza product or
service for any reason. We will make it right or refund the customers money guarntees.
5 MINUTE RULE - If the driver lost whild on delivery after reaching the area he should
search the customer house for maximum 5 minutes. Then he should call to the customer & the the store if required.
6 MINUTE RULE - In case of multi run dispatch the difference between 2 order should be
minimum six minutes. the older order should be bearer to the store or in the same direction.
2 HOUR RULE (AMKELINE) - All the marketing bins should be stacked keeping in mind for
anticipated rush for the next 2 hours.
1 HOUR RULE (SDP) - SDP should leave the store with in one minute from the time the pizza is
kept on the hot rack.
Policies and Information :
This training material is being provided to help store Team Members understand their functions and responsibilities. These materials are intended to complement existing Domino's Pizza standards. They are not intended to override or replace existing or future company standards.
Franchise Team Members must abide by any and all standards established by Domino's Pizza, India Ltd, Franchisees may establish additional policies and/or procedures. Team Members should consult their franchisee for clarification.
Your store has policies and information that explain what you can expect, what is expected of you, and how to do your job properly. Read the policies, ask questions, take notes, and sign the acknowledgement form to show that you understand our expectations.
Target Time
20 minutes
Supplies Needed
• All store-specific written policies or information.
Key Learning Points
• Your store has information, policies and procedures you must know to help you effectively do your job.
• Always clock in before you start working.
Read and Discuss
Read the following and ask your trainer lor the information to fill in the blanks.
Employment Policies-
Equal Employment Opportunity
Domino’s Pizza confirms its support and commitment to the principle of Equal Employment Opportunity (EEO). We recognize and appreciate the
advantages of having a diverse workforce. Our intent is to create and support an inclusive environment to allow all Team Members an opportunity to reach their highest potential.
We will provide employment opportunities to our Team Members without regard to race, color, religion, creed, gender, national origin, marital status, age etc. In addition, the Company provides employment opportunities in accordance with applicable state or local laws and ordinances. Domino’s prohibits any form of discrimination or harassment.
If you feel, at any time, that you have not been treated in accordance with our principle of equal employment opportunity, please report it to your HR department immediately. We will take immediate steps to correct any such occurrence that is in violation of this policy.
Anti Harassment Policy
Domino’s Pizza prohibits harassment of its Team Members based on any characteristic protected, by law, including race, color, religion, creed, age, gender, national origin or ancestry, marital status. in addition, the Company prohibits harassment in accordance with applicable state or local laws or ordinances.
1. Domino’s prohibits sexual harassment. Sexual harassment is defined as unwelcome sexual advances, request for sexual favors, and other verbal or physical conduct or communication of a sexual nature when:
a. Submission to such conduct or communication is made a term or condition, either explicitly or implicitly, to obtain employment.
b. Submission to or rejection of such conduct or communication by an individual is used as a factor in decisions affecting such individual’s employment.
c. Such conduct or communication has the purpose or effect of substantially interfering with an individual’s employment, or creating an intimidating, hostile or offensive employment environment.This applies equally to male and female Team Members and includes harassment where harasser and victim are of the same sex.
We will not permit any situation where:
1. Submission to or rejection of harassment is used as a basis for an employment decision,
2. Harassment has the purpose or effect of unreasonably interfering with an individual’s work performance, creating an intimidating, hostile or offensive work environment,
3. An individual’s employment opportunities are otherwise adversely affected.Harassment of our Team Members by their Team Leaders, their co-workers or third partieson our premises and over whom we have control will not be tolerated.
Any Team Member who believes that he or she has been harassed in violation of this policy has the responsibility to report it to their HR department. The Company will take immediate action to investigate any such complaints and take steps to correct problems
Violence Free Workplace
At Domino’s we strive to create a work environment that is safe and professional. You are expected to treat your co-workers, our customers and visitors in a safe, pleasant, and professional manner. Remarks or behaviors that are threatening, intimidating, discriminatory, insubordinate and/or disruptive to business operations are never appropriate, and will not be tolerated. Violence or threats of violence in the workplace or while conducting company business is prohibited. If you feel that your safety or the safety of others is threatened at any time, or if you witness or experience any violent, threatening, harassing, intimidating, or other disruptive behavior, you have the responsibility to exercise good judgment and report’such conduct immediately to any of the following:
For corporate employees only
• Your Team Leader
• HR
For franchise employees
• Your Team Leader
• Your Franchisee of a member of the fanchisee’s management team.
Member for reporting a safety concern.
Domino's prohibits retaliation of any kind against any Team Member for reporting a safety concern.
Substance USe/Abuse
You are expected to report to work free of drugs or alcohol. Use of drugs, alcoholic beverages or any controlled substances, or the distribution,
dispensation, or possession of illegal or unprescribed drugs or alcohol, while on duty, on Company premises, or in Company vehicles or in personal vehicles used in Company business, is prohibited. The consequence for the sale of drugs, on or off duty, will be immediate termination.
Domino's reserves the right to search, without notice, all Company premises for illegal or unprescribed substances or alcohol. A Company representative may request to searchyour personal vehicle for such items if you use your vehicle for Company business. Refusal to grant permission for the search may result in disciplinaryaction.
Domino's Pizza reserves the right at all times to have Team Members or job applicants tested for the presence of alcohol, controlled substances, or other illegal drugs. If you refuse to submit to a required substance or alcohol test, or if you have a confirmed positive test, you will face disciplinary action, up to and including termination.
For your safety, and the safety of others, do not use any over-the-counter medications if the manufacturer or your physician advises against their use at work.
Tobacco Use Policy
• In store - No use is permitted by any Team Member in the store.
• On delivery - No use is permitted by any Team Member while driving on the clock.
• Tobacco use is not allowed while on duty, unless the Team Member is on an authorized break, but never in the store : and it must be out of the customer's view.
Driving License Policy
All personnel involved in product delivery must have a valid permanent driving License which he/she should carry at all times while on shift records verified by Motor Vehicle Records (MVRs) at the ; start of employment.
Scheduling
Absenteeism and tardiness harm store operations and.fellow Team Members. As a result, the following are the minimum attendance requirements:
1. All Team Members must be on time as scheduled by store management.
2. If you would like to request a schedule change, you must give your manager seven (7) days notice, in writing.
3. If you are ill or have an emergency, notify your manager at least 30 minutes before the start of your shift.
4. If you expect to be late, you must notify your manager immediately.
5. Unreported absences may result in disciplinary action or discharge as determined by the company.
Hours worked may vary from store to store. Generally, stores are opened every day of the year with just a few exceptions. Your store is open from 11 to 11 daily.
You must be paid for all hours worked, including attendance at store meetings, training classes and door-hanging sessions. If you are not compensated for time worked or are requested to work “off the clock”, you should first contact your Store Manager and/or Franchisee. If the issue remains unresolved, Corporate Store Team Members should contact their HR Representative.
Conduct Standards
At Domino’s Pizza we strive to provide each Team Member with a pleasant working atmosphere consistent with the rights and welfare of other workers and with the company’s obligation to effectively manage the business. We have establishedthese minimum. Standards of personal conduct to preserve the, well-being, health, safety, and property of Team Members and the company :
• Drive in a safe manner at all times.
• Comply with company safely, fire prevention, health, and security rules (see safety and security pagesin this manual).
• Never use alcohol or illegal drugs on company property or on company time.
• Never possess firearms or other weapons on company property or on company time.
• Never strike or threaten any person on company property or on company time.
• Never make false, fraudulent or malicious statements about the company, Team Members, customers, suppliers, etc.
• Handle company funds or property in a safe, responsible manner.
• Come to work on time, in uniform, ready to work.
• Never engage in gambling, disorderly or immoral conduct while on company property or on company time.
• Act responsibly toward other Team Members, customers, suppliers, etc.
Before and after hours conduct on premises policy
Notes:
Personal calls and visitors policy
You are not allowed to make personal calls from store Telephone. However in case of emergency, your Store Manager may permitt you to make a call.
Media
Refer any questions from the media to your manager or supervisor
Natural Disasters -
All Team Members must understand emergency procedures for fire and boitib threats. Each manager will review emergency procedures for tornados, hurricanes, floods or earthquakes if the threatening condition is common to your store location.
Tornado
It there is a tornado:
• Know the designated shelter. This area should be in the basement or interior hallway away from’windows and glass.
• If Team Members are on the road they should move away from the tornado’s path at a right angle and return to the store as soon as possible. If there is no time to escape, they should find a low-lying area like a ditch or ravine to lie down in.
• Take cover and wait it out. Do not watch the storm once the warning has been announced.
Hurricane
If a hurricaneis predicted to come ashore in your area:
• You may be asked to assist in preparing your store for a hurricane.
• Know where your shelter area is located, just in caso Evacuate as directed by authorities.
Flood
• Maintain close contact with your manager for flood updates.
• If you are caught in the store by rising waters, move to the highest level, or the roof if absolutely necessary. Take warm clothing, a flashlight and a portable radio with you, if available. Wait for help. Do not try to swim for safety, as flood waters are powerful.
• If you are outside the store, don’t attempt to walk through flood waters that are more than knee deep. The water can be deceptive and could be much deeper and faster moving than it appears.
• If you are in a vehicle and the vehicle stalls, abandon it and move to high ground immediately. Flood waters can easily sweep away a car, and its occupants.
Earthquake
• Stay calm.
• Stay away from windows and take cover under counters.
• If outdoors, move to open areas.
• If driving, pull to side and stop. Stay inside the car.
• Do not use the phones (keep lines clear for emergency communications).
Emergency Procedures
First Aid
If you are injured, seek first aid. Report the injury to your manager. Even small cuts and scratches or chemical burns can become infected if they are not properly treated.
Chemical Burns
If a chemical is splashed or spilled onto any part of your body, flush the skin or eyes with plenty of water immediately. Continue to flush the area with large amounts of water for at least 15 minutes.
• Eyes
Chemicals splashed into the eyes can cause spasms that keep the eyelids closed. Hold the eyelid open and flush the entire surface of the eye with water. Continue flushing the eye for at least 15 minutes then seek medical attention.
• Clothing
If chemicals have soaked into your clothing, remove the clothing while you are rinsing your skin with water. Do not reuse the clothing unless it is properly cleaned.
Heat Burns
Hold burns under cold water or apply a cold compress. If pain does not subside or if blisters form, seek medical assistance.
Fire
In the event of a fire, notify the fire department immediately. If you are able to control the fire quickly, do so. Otherwise inform your acting manager and evacuate the area.
Bomb Threats
Bomb threat calls can give us information about the suspected bomb and the caller, but you must listen and ask questions.
Ask : Where is the bomb? When is it set to go off?
What kind of bomb is it? How is it packaged?
Listen to identify:
The voice by accents.
The location by background noise.
After receiving the call:
Alert your acting manager.
Make notes from your case.
Call the police.
Contact the Store Manager.
Do not touch any suspicious objects
Policy Acknolwledgement
I hereby acknowledge that I have read and understand the policies and standards listed below.
• Equal Employment Opportunity (EEO) Policy
• Scheduling Policy
• Emergency Procedures
• Conduct Standards
• Anti-Harassment Policy
• Violence Free workplace
• Substance Use/Abuse
• Tobacco Use Policy
• Driving License Policy
Team Member Name ______________________________________
Team Member Sgnature ______________________________________
Manager's Name ______________________________________
Manager's Sgnature ______________________________________
Date ___________
The Domino's Experience
Target Time :
5 minutes
Key Learning Points
• Understand what Domino's Rzza is all about.
We Have a Vision :
"Exceptional People on a Mission to be the Best Pizza Delivery Company in the World"
At Domino's R'zza, we are driven by our Vision and by our Guiding Principles. They are the "road map" we follow in making our decisions as individuals and as a company.
Being the best pizza delivery company in the world requires exceptional Team Members working together. We take great pride in our Team Members and our Team Members take pride in Domino's Pizza! At Domino's Pizza, our people come first!
Our Strategy :
Our strategyis simple and is summed up through the icon of a three-legged stool. No "leg" is more important than the other, and it's all held together by the base, which is our people. Our strategy for success is to.
• Put People First
• Build the Brand and stores
• Maintain High Staandards
• Achieve Flawless Execution
Our Cuiture
Exceptional people working together as a team in a smart fun environment focused on integrity, achieving great things to go beyond customer needs, while individually contributing to the success, of our company. We make things happen, with smart
hustle, positive energy and the guaranteeof satisfactipn.Team Members represent a diverse society at all levels of the company, where the management and development of our Team Members is recognizedas crucial to the success of the business. At Domino's we make it right by doing it right, every day!
Our Commitmentto Diversity
"Domino's Pizza is committed to an inclusive culture which values the contributions of our customers, team members, suppliers, and neighbors." We believe the more our Company reflects the marketplace in which we operate, the greater our competitive advantage will be, We believe the richness of diversity in the workplace stimulates the work environment and that, in turn, stimulates creativity and, innovation. We believe we will be stronger, more effective, and yes more profitable, because we are using all the human resources our. society has to offer.
Community :
Domino's is the recognized world leader in pizza delivery. But it isn't just about delivery it's also about giving back to the community. We believe that an essential component of corporate responsibility is to provide support to charitable organizations that benefit the communities where our employees and customers work and live.
Robbery Prevention and Response CSRs and Drivers
Robberies rarely happen, but you need to actively prevent them and be prepared to respond if one happens. Follow these guidelines because your life depends on it.
Target Time
15 minutes
Key Learning Points
• Know ail procedures.
• Be aware of suspicious orders on the phone and during delivery.
• Make eye contactwith all customets.
• Don't resist. Obey robbers and give them what they want.
Listen
Listen to track 4, Robbery Prevention and Response for CSR’s and Drivers.
Drive Defensively
Domino's Rzza Delivery Team Member, it is your responsibility to drive defensively and deliver safely.
Target Time
30 minutes
Key Learning Points
Drive defensively.
• Be aware of what's going on ahead of behind and beside your vehicle at all times.
• A high percentage of accidends occur at intersections, so use caution when approaching them.
• Obey all traffic laws and never speed.
• Never drink and drive. Any driver convicted of driving under the influence will be terminated.
• Don't drive tired.
• Domino's Rzza Team Members face many road hazards when delivering -take precautions when you face hazards and allow plenty of room between you and other vehicles so that you can react.
• Check your delivery route before leaving the store.
• Keep your vehicle in good condition.
• Driver should come ready for work.
Read and Listen
Listen to track 5, Drive Defensively and follow along with the words and pictures below.
Allow at least two seconds following distance. More if weather or road conditions are less than ideal
Drive smoothly
Use caution at intersections.
Use your turn signal.
Obey all traffic laws. Do not speed.
Adjust to dark conditions :
• Slow down.
• Keep your eyes.
• Use your headlights.
• Increase following distance.
• Make sure you can stop in the distance it by your headlights.
Remember to :
• Drive cautiously when driving through residential neighborhoods.
• Back in properly.
• Use extra care when driving in rush not.
• Stay alert when driving in the dark.
• Use parking lot safety.
- Drive Slowly
- Watch for pedestrians
- Obey land markings by not cutting through.
Building Loyalty & Resolving Customer Concerns
Customers who call us with concerns are really giving us an opportunity to "get it right" and are more likely to stay loyal customers than those who
are frustrated and never call us again. LEADS is a tool to help solve any type of customer concern in a constructive and positive manner.
Target Time
15 minutes
Key Learning Points
• it costs 100 times more to get a lost customer back than it does to take care of a customer's concern.
• Use LEADS as a tool/guide to resolve customer concerns.
• Team Member Empowerment means "Do Whatever it Takes to Keep a Customer."
Read
L - Listen
E - Empathize
S - Stand by your'
A - Apologize
D - Do What Ever it Takes
S - Stand by your promise
Team Member Empowerment
Part of the LEADS process is to "Do Whatever it Takes" When handling customer concerns. At Domino's Pizza "Do whatever it takes" is a very special part of every Team Member's job called Team Member Empowerment or TME.
After we resolve a customer concern, it's nice to 'wow' the customer with something unexpected. It shows the customer we are sincere about gaining his/her trust and loyalty. Listed below are some examples of Team Members exercising TME by giving the customer a little 'wow' or 'something unexpected".
• Add a free side item to a replacement order.• Deliver a coupon for a free pizza with a refund.• Ask the customer if he/she would like an additional topping or two.• Offer a special that reduces the price ci the customer's order without
being asked.
• Surprise a carryout customer with a free Coke while they're waiting for their order.
To ensure the LEADS problem solving process and TME are being used effectively, always thank the customer sharing concerns. Whenever possible, follow up with the customer to make sure the problem was resolved satisfactory.
Listen :
Listen to audio tack 6, Building Loyalty – Resolving Customer concerns using LEADS & TME.
Ask your trainer to describe a recent customer concern and how LEADS and TME were used to resolve the concern. Ask your trainer to show you the process for tracking TME orders.
Ask your trainer show you the process for tracking TME orders Practice handling three customer concerns with your trainer and use LEADS to help with the problem solving process incorporate some "wow" into the resolution.
Skills Check
Recte the definition of LEADS to your trainer. You'll complete a more detailed Skills check after you've competed of all of the order taking lessons
Takeaway – Payment Transaction
Take away customer will pay with cash check, credit and/ or gift certificates.
Target Time
10 minutes
Key Learning Points
• Count out change from smallest to largest.
• Get required identification and signatures for check and credit transactions.
Read and observe
Follow the procedures listed below to complete the payment of the order :
1. If the customer payes with cash or gift pertificates :
Place the bill(s) on counter and count out change from the smallest (coins) to the largest (bills)
2. If the customer pays by credit card :
Process the card and get the customers signature.
Watch your trainer handle several different types of payment with take away orders. Ask the trainer to explain how to process a customer's credit card.
Skills Check
You'll do a skills check alter you've completed all of the order.
Using HOT Bag
Dominos Pizza poineered the use of hot bags to keep our customer's orders hot all the way to the door. Follow these steps tp keep it hot.
Target Time :
5 minutes.
Key learning Points
• Stack bags on hot rack.
• Apply LIFO when taking hot Bag.
• Fram hot rack for delivery.
Supplies Needed
• Hot Bag
• Hot Rack
Read and observe
Don't put beverages and deserts in the hot bag or pockets.
Carry the bag level so the pizza toppings don't slide off. There are two different ways to carry the bag: a handle on the bottom and a handle on each side for using both hands.
Skills Check
Demonstrate that you can properly pack on order delivery.
Security CallBacks
When a new customer orders or if an order is suspicious, we call the customer before delivery. This protects our drivers and provides better service by letting the customer know we are on the way.
Target Time
5 minutes
Key Learning Points
• Call all new customers.
• Call all suspicious orders.
Read, Listen and Observe
Listen to Security Callbacks track 14 for an example of what to say.
• Introduce yourself.
• Confirm address.
• Ask for a description of the location or directions if needed.
• Ask customer to turn on porch light if it's after dark.
If you cannot reach the customer, do not deliver. Tell yourmanager.
Watch experienced drivers make security callbacks.
Dispatch :
When you have an order ready for delivery dispatch the order the order using the store's computer system. Remember taking one order per run provides the best customer service and enhances the
potential for tips.
Target Time
3 minutes
Key Learning Points
• Always dispatch when you have an order ready to leave the store.
• Know the number of acceptable runs per delivery.
- One run best.
- Two runs O.K.
- Three runs no way.
• Take the credit receipt with you when dispatching
• Call out " out the door time" when leaving
Observe
Watch experienced drivers dispatch during the rush. Pay attention to how they use the computer.
Skills Check
You'll do a Skills Check after you've com pi uted all of the Driver
lessons.
* See your manager for any exceptions.
Get both the building number and apartment number for apartment complexes.
Do not deliver to houses that have no lights on or look suspicious. Call the customer and ask for them to wait for you on the porch.
You are lost if you are looking for , more than five minutes. Call the store from the nearest safe phone.
Ride along with an experienced driver. Notice how he or she finds addresses. Ask if' here are any difficult places to find in the delivery area and how : D find them.
Skills Check
You'll do a Skills Check after you've completed all of the Driver lessons.
Delivery Troubleshooting
To ensure great customer service as well as your safety at all times, you must be ready to handle all types of situations on delivery.
Target time
5 minutes
Key Learning Points
• Make security callbacks for suspicious addresses, hotels or departments.
• Cooperate in a robbery-Do not risk your safety.
• If you have been looking for a customer's address for more than five minutes, you are lost.
• Call the store if anything unexpected happens.
Read
Getting to the Address
if you have been looking for a customer's address for more than five minutes, you are lost.
Call the store if you :
• Get lost Go to the wrong address
• Get in an accident Damage an order
• Have vehicle trouble Get a ticket
• Forget an item Deliver wrong item
you forget soft drinks and a convenience store is closer than the -lore, buy the drinks and you will be reimbursed.
At the Door
If the customer says the price is wrong, charge the price that was quoted to the customer.
Don't count the money as you return to your vehicle. Keep it out of sight.
Always be alert and cautious. Before delivering to hotels or apartments, make a security callback. At
the delivery, never enter the room. If possible, deliver the order to the lobby.
At a suspicious address
Do NOT get out of your vehicle to investigate. If you feel a delivery is unsafe, drive to the nearestsafe phone and
confirm the order. If no one answer, return to the store and notify the Manager.
Observe delivery location before getting out of your vehicle uncollected mail or newspaper, a dark poorly lit house are all signs that there may be trouble.
Trust your instincts , do not risk your own safety.
In case of robbery
Cooperate, do NOT cause delays. Obey the robber's commands. Do NOT fight, chase, or follow the robbers. Observe as much as possible. Without being obvious, mentally record
physical feature of the robber. Afterward, call the Manager immediately.
Payment at the Door
To make it easy for customers to pay for their orders, you must be ready to handle cash, and credit, payment.
Target Time
10 Minutes
Supplies Needed
Driver drop box. Credit card imprinter.
Key learning Points
Cash : count out full change. Credit : get customer signature, imprint or swipe car.
Read the Observe
Count out full change, starting from the smallest coins to the largest notes Don't assume the tip.
- Take the credit card slip and a pen on the delivery.
- Swipe the card or imprint it on the slip and get the customer's signature.
- Treat credit card slips like cash, depositing them in the drop box.
Ride along with an experienced driver. Watch how he or she handles different types of payment.
Skills Check
You'll do a Skills Check after you've completed all of the Driver lessons.
At the Door
Most of our customers only meet one Team Member at Domino's Pizza- the driver. Drivers who follow a few simple etiquette rules help turn occasional customers into families that count on Domino's for meal on a regular basis.
Target Time
30 minutes
Key Learning Points
Hustle to the door. Driver should never entei customer's home. Speak first at the door with a friendly greeting. Smile. Read back the customer's order. Count back the customer's change. Thank the customer for choosing Domino's. Allow the customerto set the pace of the interaction. Hustle back to vehicle.
Read, Listen, Observe and Practice
When you deliver a pizza, you are serving meal. The better you get at taking great care of customers, the more often they'll order From us. Study the items on the checklist below.
Listen to audio track 15, At the Door
Ride with an experienced driver and fill out the Observation part of the checklist below.
Prepping, Dating and Shelf LifeTo make a quality pizza, we need to use all ingredients at peak freshness. To use the freshest ingredients, we prep and date all our products so each is used by its shelf life.
Target Time
10 Minutes
Resources Needed
Product is original packaging to prep. Prep List. Prep and Dating section in the Products Shelf Life Job Aid. Prep and Dating Labels (ROX) Marker.
Key learning Points
Label every product in the store with a use by date label so it is used at the peak of freshness.
Throw away expired products.
Read
Prepping a product means removing it from its original packaging and placing it in a clean, sanitzed, sealed, labeled container. This allows us to have jsut the hight amount of product on the makeline at exactly the time we need it.
The range of time when products are at peak freshness is called shelf life. We track shelf life by labeling all products with a use-by date. At the end of the day of the use-by date, the expired product is thrown away.
Study the Prep and Dating section in the Products Shelf Life Job Aid. It shows you how to prep and label products.
1. Your trainer will give you a product to prep.
2. Prep it and label the container by following the instructions on the Prep and Dating Job Aid.
Skills Check
Show the prepped and labelled product to your trainer.
Using a ScaleConsistency is a high priority in Domino's Pizza, ensuring that our pizzas are made correctly every day with the correct portion of sauce, cheese and toppings. Learn how to portion consistently by using a scale.
Target Time5 minutes
Resources Needed Pizza Screen Scale Sauced Pizzas Cheese Toppings Portion Job Aids
Key Learning Points Use a scale to measure correct portions of cheese and toppings. Use the Portion Jbb Aids to show how much product to put on a pizza.
Read
Study the Portion Job Aids over the makeline. Notice how the portions are different depending on the size of the pizza and the number of toppings.
PracticePlace a screen on a scale, note the weight, and set the scale to zero. Practice grabbing an item from the makeline and placing the correct weight on the screen. Note that when you p ice the items on a pizza to match the Portion Job Aids, you have the correct portion. Try to take the correct portion of items from the bin in one or two grabs.
Take a correctly portioned sauced pizza and place it on the scale and set the weight to zero. Now practice cheesing the pizza and check the weight of the cheesed pizza by weighing it on the scale. Match the correct portion of cheese as instructed in the Portion Job Aids.
Skills CheckYou'll be tested on how to perform this completed all the pizza making lessons.
Test 3 – Expanded Skills
CSRs and Drivers
1. What are the Sell/Remake criteria use to evaluate the quality of pizzas.
a. Crust b. Portion
c. Bake d. All of the above
e. None of the above
2. The sauce border for a hand tossed pizza is :
a. 1/8" b. 1/4" c. 3/4" d. 1"
3. Prepped fresh bread orders can be held for half of the remaining dough shelf life at room temperature.
True False
4. The store has just opened on Wednesday, June 4th and the use-by date on the dough evaluation guideline is Tues, June 03rd. What should you do with the product?
a. Use before 6:00 p.m. b. Keep in Walk-in
c. Throw away d. Use for breadsticks
5. How many pieces of wings are prepped into one piece of foil?
a. 6 b. 8
c. 10 d. 12
6. Which of the following is not a daily cleaning requirement ?
a. Walk-in Cooler b. Laundry area
c. Pans d. Beverage Coole
7. Which fresh bread product is baked with no screen on top?
a. Cinna Stix® b. Breadstick
c. Cheesy Bread d. Wings
8. What size dough are Breadsticks, Cheesy Bread, and Cinna Stix®made from?
a. 10" b. 12"
c. 14" d. 16"
9. What tool is used the remove a dough patty from the tray?
a. Bubble fork b. Hands
c. Bread stickcutte d. Plastic dough scraper
10. What is not a step HI wings preparation prior to boxing?
a. Check temperature b. Apply correct sauce
c. Apply butter flavored oil d. Seal the foil
11. Which product is cut in squares (Chicago cut)?
a. Breadsticks b. Deep Dish
c. Thin Crust d. Hand Tossed
12. According to the Dough Evaluation Guide, Wednesday to Sunday dough must be proofed for two hours and expires after four hours fat room
temperature. If you pull Wednesday to Sunday dough at 3:00 p.m., what time will it expire?
a. 5:00 p.m. b. 6:00 p.m.
c. 7:00 p.m. d. 8:00 p.m.
13. This information is on a dough tag :
TUE - SAT
29 - 24-12
10 - CDS
What size is this dough?
a. Small b. Medium
c. Large d. Extra large
Domino's Pizza Jargon
At Domino's, we have acronyms for many processes, policies and procedures. Familiarize yourself with the jargon used at Domino's and particularly in your store.
AWUS Average Weekly Unit Sales.
Bake temperature The temperature setting of the oven. A sticker on the oven should display the correct temperature range to bake quality products.
Bake time The time it takes for a product to move through the oven on the conveyor belt. A sticker on the oven should display the correct bake time range to bake quality products.
Blown Dough Dough that is beyond its shelf life.
BOGO Buy One Get One free.
Bubble fork A long handled utensil with a long-pronged fork on the end, used to pop bubbles while oventending.
Bubbles Air pockets that sometimes form on a pizza while it is baked. If a pizza has an excessive number of bubbles it should be remade. If the bubbles are larger than Vz
the size of a golf ball, they must be popped with a bubble fork while the pizza is still in the oven.
Bumpthe Order Gearing the order from the makeline monitor after the order has been loaded into the oven.
Catch tray/bin Located on the makeline, the shallow refrigerated pans underneath the grates where pizzas are itemized. Items that fall off of a pizza can land in a catch tray and safely be used for another order.
Clear Screen The process of removing the last order that appears on the makeline monitor.
CSR Customer Service Repressentive.
Dig The technique of removing a dough patty from the tray, also known as evacuate.
Drop The act of depositing cash, checks and credit slips into a drop box.
Fresh bread cutter A special two-wheel pizza cutter located on the dough table, used to prepare fresh bread products so that they will easily tear apart after bake.
FIFO First in First Out.
Graze The bad habit of eating makeline products while working.
GreenDough Under proofed dough.
Hockey Pucks Another term for green dough.
HTA Heightened Time Awareness.
Jump the Order Starting to make an order prior to the order being displayed on the makeline monitor.
LIFO Last in first out.
Load The act of placing product into the oven.
Load Time Time it takes to make the pizza from the time line order appears on the makeline monitor, to the time placed in the oven.
LSM Local Store Marketing.OER Operations Evaluation Report used to measure the
quality of operations in a Domino's store. The OER uses a "star" scale, ranging from zero to five stars.
OTD Out The Door.Parbake Refers to Thin Crust and deep dish shells, which are
partially baked before they are delivered to the store.Peel An implement with a long handle and a large flat
metal plate which is placed under the pizza screento move the pizza from the oven to the cut table.
Pits Refrigerated area on the makeline where food falls when portioning.
Prepping The process of preparing products prior to the rush.Proofing The process that fresh dough goes through to become
ready for use. To learn proofing times for fresh dough, review the Dough Evaluation Guide poster over the dough table.
Remake The act of remaking a pizza. A Team Member will call "remake" to the pizza maker when they need to have a pizza or product remade.
Observe
Match an oventender cut and box eight pizzas. Ask the oventender to rate each pizza and explain good points and weak points of each pizza. Ask the oventender about how to determine a sell/remake pizza.
Skills Check
Evaluate 7 pizzas using the following checklist.
LSM Local Store Marketing.OER Operations Evaluation Report used to measure the
quality of operations in a Domino's store. The OER uses a "star" scale, ranging from zero to five stars.
OTD Out The Door.Parbake Refers to Thin Crust and deep dish shells, which are
partially baked before they are delivered to the store.Peel An implement with a long handle and a large flat
metal plate which is placed under the pizza screento move the pizza from the oven to the cut table.
Pits Refrigerated area on the makeline where food falls when portioning.
Prepping The process of preparing products prior to the rush.Proofing The process that fresh dough goes through to become
ready for use. To learn proofing times for fresh dough, review the Dough Evaluation Guide poster over the dough table.
Remake The act of remaking a pizza. A Team Member will call "remake" to the pizza maker when they need to have a pizza or product remade.
Observe
Watch an oventender cut and box eight pizzas. Ask the oventender to rate each pizza and explain good points and weak points of each pizza. Ask the oventender about how to determine a sell/remake pizza.
Skills Check
Evaluate 7 pizzas using the following checklist.
