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 Time
3. Oven Out Time
4. Driver Out Time
5. 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 be

Human 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 your
manager.
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 Life

To 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 Scale
Consistency 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 Time
5 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.

Practice
Place 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 Check
You'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.