Fast food firm Domino’s Pizza has implemented real-time statistical analysis software to measure performance and boost customer service and productivity.
The pizza delivery firm developed the software in-house and has rolled it out to all outlets apart from franchises, which will install it early this year.
IT director Jane Kimberlin says the software gives individual shops, franchise owners and the company visibility of key performance indicators (KPIs).
‘It allows us to measure a range of performance indicators such as the time between the order being taken and the pizza being put into the oven or the time it goes out of the door to be delivered,’ she said.
‘We can compare performance across the group, respond quickly if a store is short-staffed and speed up delivery. This is important in our industry as people expect quick service.’
The information on up to 20 KPIs is updated every 20 seconds, and is then relayed from shops to head office for overall visibility.
Domino’s is also increasing its line capacity from 10Mbit/s to 30Mbit/s through its supplier Affiniti to cope with a rapid increase in online orders, which have risen 40 per cent in a year.
‘Some 12.3 per cent of our orders are online and we recently generated £100,000 of sales online in one night,’ said Kimberlin.
‘Online ordering appeals to younger customers and has hit new peaks, which is why we needed to upgrade the line by 200 per cent. We will also look to introduce text message ordering next year.’
Kimberlin says Domino’s is opening 50 new stores each year and anticipates shops will increase from 430 to 1,000. She says IT is critical in managing that growth and improving performance without significantly increasing costs.
Verdict Research consulting director Neil Saunders says real-time analysis will boost customer service as Domino’s can respond immediately to problems.
‘Gathering data across the group will also enable it to take the next step and install business intelligence software to assess the data and analyse trends,’ he said.
‘Domino’s is taking a sensible approach in gathering the information before investing in added analysis software.’
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