When Domino's Pizza started it was a takeout and eat-in restaurant that sold sandwiches and pizza. They had 8 different types of sandwiches that could be made with 15 different ingredients. The bread and the pizza used the same oven and sometimes there was not enough capacity. The sandwiches were complicated and time consuming to make. There were four sizes of Pizza (10, 12, 14, and 16-inch) that could be made with 14 different toppings. If customers wanted to eat at home they had to come and get it themselves. Because of the complexity service times were extremely variable and at busy times they would lose orders because it was taking an hour or more to make the food. Sometimes they lost business because people would cancel orders that were taking too long, and sometimes they would refuse orders because they were so overwhelmed. 90% of the complaints they received were about how long the food took to be ready. People wanted to be able to plan their meals. Domino's started offering free delivery, and then they stopped making sandwiches altogether even though they were popular. They reduced the number of pizzas to just two sizes, 12 and 16 inches, and removed the 4 least popular toppings. With the increased efficiency in the kitchen due to the simplified menu, they were able to offer "30-minute or it's free" guaranteed delivery. With these changes Domino's went from a local Pizza chain to a worldwide Pizza chain with billions of dollars in revenue.

• Explain the Domino's story using the following concepts and terminology of Service operations management. : "We will", Strategic priorities, cost, quality, flexibility, time, classic accommodation, classic reduction, uncompromised reduction, variability, and at least one concept of psychology of waiting lines.

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Dominos Pizza is a compelling example of how strategic priorities and operational decisions can transform a business in the realm of service operations management Lets analyze the Dominos story using ... View the full answer