INTRODUCTION

ABOUT DOMINOS PIZZA INC

In 1960 Tom Monaghan and his brother James Monaghan purchased a pizza restaurant named
“Dominick’s” in Ypsilanti Michigan. A year later in 1961 James Monaghan traded his half of the
business to Tom for a Volkswagen (pronounced as Folkswagon) Beetle.

In 1965 Tom Monaghan in order to list the company in the NYSE (New York Stock Exchange)
renamed the company to “Dominos Pizza Inc”. A delivery driver of the restaurant suggested
this name and it was finalized. With the help of another partner Tom opened restaurants in
Mt.Pleasant, Ann Arbor and Ypsilanti. The partnership dissolved leaving Tom as the sole owner
of all the 3 restaurants.

These three restaurants were the dots on the current logo. The idea was to put a white dot on
the red dice for each restaurant that opened. But because of such massive expansion that
wasn’t possible. Hence the logo stayed with 3 white dots representing the first 3 restaurants.

After facing trying times like the fire which burned down the company headquarters in 1968
and the lawsuit filed by Amstar Corp for trademark infringement of their brand Domino Sugar in
1975

Dominos Pizza has been opening outlets all over the world and never looked back. In 1998
founder Tom Monaghan retired and sold the company to Bain Capital Inc.

ABOUT JUBILANT FOODWORKS LTD

Jubilant Foodworks Ltd is a part of Jubilant Life Sciences. Company founders Mr.Shyam Bhartia
and Mr. Hari Bhartia incorporated Dominos Pizza India in 1995 as the master franchisee of
Dominos Pizza International Inc. In 2009 the company was re registered as Jubilant Foodworks
Ltd. The first Dominos Pizza outlet started in Delhi. Jubilant Foodworks Ltd has its presence in
India, Srilanka, Nepal and Bangladesh. Another brand for which the company is a master
franchisee is “Dunkin Donuts”. As of May 2013 Jubilant Foodworks Ltd has opened over 700
outlets of Domino’s Pizza and still expanding.

OUR AMBITION FOR 2017

1. Be the most EXCITING & EMOTIONALLY connected brand in the Food Service Industry.
2. Be the most PREFERED workplace across retail industry and embed a feeling of “Mera
Dominos”
3. Make Guest Service an OBSESSION at every moment of truth and be the best in retail
industry.
 4. Be OBSESSED with serving safe, tastiest and best quality products in food service
industry.
5. Be the Most LOVED company in the community on Social Contribution.

THE CULTURE OF DOMINOS PIZZA

GOAL – Guests for Life!

VISION – Exceptional people on a mission to be the best pizza delivery company in the world

MISSION – Dominos is the pizza specialist who consistently delights the guest with great taste
and choices in pizza with friendly and courteous team members providing prompt safe delivery
service.

MINDSET – We provide our guests with an unforgettable dining experience at home. We will do
that by having friendly, service dedicated, community minded team members safely delivering
our hot, fresh, high quality correctly prepared products.

OUR GUIDING PRINCIPLES –

At the moment of choice:
*We demand Integrity
*Our people come first
*We take great care of our guests
*We make great pizzas everyday
*We operate with smart hustle and positive energy

WOW – Ways of Winning (Moment of Truth)

At the counter
Over the phone
On the road
At the guests door
When guest eats the first bite of pizza

DOMINOS CHEER
Who are we? “Dominos Pizza”
What are we? “Number One”
What’s our goal? “Sell more pizzas, have more fun”

WHAT IS DOMINOS?
Build the Brand
Maintain High Standards
Flawless Execution
Exceptional People
P.S.I.S.S (for everyone)
P = Product (excellent product)
S = Service (excellent and courteous service, good hustle)
I = Image (excellent grooming, clean bikes)
S = Safety (Safety is an important aspect at Dominos Pizza)
S = Sanitation (follow MSDS)

G.R.O.W.T.H (for everyone)

G = Grow Faster
R = Raise Productivity
O = Operate Efficiently
W = Waste Reduction
T = Tighten Cost
H = High Energy

G.O.A.L (for SDP)

G = Go with caution
O = Obey all laws
A = Adjust to condition
L = Live with life savers

S.M.A.R.T (for everyone)

S = Specific
M = Measurable
A = Achievable
R = Realistic
T = Time bound

T.E.A.M (for everyone)

T = Together
E = Everyone
A= Achieves
M = More

P.E.R.F.E.C.T (for makeline)

P = Packed with toppings
E = Extra Sauce
R = Real 100% mozzarella cheese
F = Feeling Crust
E = Extra Value
C = Chunky Veggie cuts
T = Taste Sensational
E.B.I.D.T.A (for sales reports)
E = Earnings
B = Before
I = Interest
D = Depreciation
T = Taxation
A = Amortization

Communication Skill
Acknowledge HTA & communicate with both Team members and Management at all time.
Dominos Crew Member Categories:

CSR – Guest Service Representative: Responsible for taking orders over the phone and
attending to dine in guests
SDP – Safe Deliver Person: Responsible for safely delivering pizzas to the guest.
Make line Crew – Responsible for making the perfect pizza, cutting it, boxing it and routing it.
All Team Members can grow up the ladder in the following order;
Team Member - Silver
Team Member - Gold
Team Member - Diamond
Team Member - Platinum

During these promotions the Team Member has to clear all SOCs with the required percentage.
Promotions can be sooner or delayed depending on performance.
CSE - Guest Service Executive: Responsible for taking orders over the phone and attending to
dine in guests. They are also responsible for training the CSRs and handling Guest Concerns.

A CSE is eligible to be promoted to SENIOR CSE after completing at least SIX months in the
company.
A SENIOR CSE is eligible to be promoted to ASSOCIATE MANAGER after completing at least SIX
months in the company, provided all the SOCs are completed with the required percentage.

PARTS OF A UNIFORM OF A DOMINOS EMPLOYEE

All Dominos staff have to maintain a PROPER IMAGE

 Cap
 Hairnet (for girls)
 T-shirt
 Apron (on makeline and cut table)
  Belt
 Pants
 White Socks
 Black Shoes
 Name Tag
 Watch
 Pen
 Money Pouch (for SDP)
 Helmet (for SDP)

All staff at work must be in complete uniform at all times. Uniform must be in good condition,
washed and pressed. Hide the company logo if going out of the restaurant on a break.

IMPORTANT RULES FOLLOWED IN A DOMINOS RESTAURANT

2 sec rule – The distance of your Dominos delivery vehicle from the vehicle in front on the road
should be 2 seconds for safe driving.

10 sec rule – After a guest leaves the table it should be cleaned within 10 seconds.

15 sec rule – A pizza should be cut within 15 seconds from the time it is out of the oven.

20 sec rule – Hand wash procedure should take 20 seconds. It is as follows;

Wet hands with Luke warm water
Scrub Liquid Anti Bacterial soap till elbows for 20 seconds
Wash hands thoroughly with Luke warm water
Dry hands using disposable paper towel

3 min rule – Any sanitization process should be for 3 minutes.

5 min rule – If the SDP is unable to locate the guests address within 5 minutes then he should
call the guest to confirm the address, if the guest doesn’t respond then call the restaurant.

6 min rule – A SDP can carry out two deliveries at one time if there is a time difference of 6
minutes between the two deliveries, also both deliveries must be in the same area. This is also
called Multi Run Policy.

30 min rule/ Service Gaurantee – It is the Dominos 30 minute guarantee. It states that if the
guest doesn’t get the pizza delivered with 30 minutes from the time of the order the guest will
get the pizza free or a Rs.300 discount whichever is applicable.
Service Gaurantee is also applicable on one Pizza Mania Combo of 4.
Orders of 4 or more pizzas/baked sides (in case of only sides delivery) qualify as bulk order, not
valid for service guarantee.
Service Gaurantee applicable at the first barrier point (security guard/reception etc.).
New Year’s Eve, On Ganesh Festival, Christmas and Durga Pooja Service guarantee is not
applicable.

2 hr rule – Every 2 hours;

All makeline bins should be refreshed as per PRP
All equipments must be sanitized
Hand wash procedure must be followed

10 meters rule – SDP needs to put the indicators on the delivery vehicle 10 meters before
making a left or right turn. The distance between 2 light poles on the road is approximately 10
meters.

1 ring rule – Guests call should be answered in one ring.

Thumb Rule – The guest is always RIGHT. The guest is the KING. Never argue with the guest.
You cannot win, you can only lose the guest.

Golden Rule – Treat the guest how you want to be treated.

Platinum Rule – treat the guest how they want to be treated.

Cash Rule – Cash limit for one till is 7500 and more than one till is 15000

1/1/1 Rule – One house should receive One flyer in One month.

3/30/300 Rule – 3 pizzas or less will get 30 minutes guarantee which if not met entitles guest
to a free pizza or Rs.300 discount.

1/10/100 Rule – Mistake corrected at the order taking level will cost the company $1, Mistake
while making the product will cost the company $10, however a mistake when the product or
service has reached the guest will cost the company $100

Rack Time Policy – if an order has not left the restaurant for 24 minutes from the time the
order has been placed then it is “Marked Late” and guest is given late discount of Rs. 300 as per
the 30 minute guarantee even if the order reaches within 30 minutes.

HTA – Heightened Time Awareness

Estimated time of delivery:

*CSR takes order and informs makeline – 1 min

*Pizza load time (makeline crew makes and loads the pizza in the oven) – 1 min, 2 mins in rush
hour
*Pizza out time/Oven out time (total baking time) – 6 mins
*SDP out time (time for SDP to complete delivery) – 9 to 10 mins
*SDP in time (Del time) – 19 to 20 mins

On The Job Training

Create a positive atmosphere
Preview the task
Demonstrate the task
Practice and Observe
Follow up and Recognize

HUSTLE
The positive attitude of team members which sets us apart from other companies characterized
by working quickly and efficiently

TSG – TOTAL SATISFACTION GUARANTEED

If a guest doesn’t like a Domino’s pizza, product or service for any reason, then we will make it
right or refund the guests money guaranteed.

Four “R” policy

Reduce Clutter
Reduce Steps
Reduce Crossover
Reduce Chance of mistakes

LEADS PROCEDURE
Whenever handling the guests concern over the phone, at the counter or at the guest’s door,
follow the LEADS procedure;

L = LISTEN: Give the guest a chance to explain their concern, listen and understand the concern
correctly, also take the guests details.

E = EMPATHIZE: Acknowledge the guests concern by putting yourself in the guest’s shoes. For
e.g. “I understand that receiving the wrong order would be very upsetting”

A = APOLOGIZE: Whether you made the mistake or not, you must apologize to the guest and
say “I m sorry”. Don’t willingly agree to have made the mistake intentionally or unintentionally,
rather react surprised as to how could such a thing have happened at Dominos. Show a sense of
urgency to resolve the concern.
D = DO WHAT THE GUEST NEEDS: Always ask the guest a “what can I do for you in this case?”
This way we can offer the guest what he wants and then delight him by doing something extra
which he never expected. This way he will be delighted

S = STAND BY YOUR PROMISE: If the guest has given you an opportunity to make things right,
then make sure you follow up on the promise committed to the guest, e.g. discount, remake,
etc.

ABBREVIATIONS

ABCD – Active Base Guest Data

ART – Air Circulation, Rotation, Temperature
AWUS – Average Weekly Unit Sale
BEP – Break Even Point
BOGO – Buy One Get One
BPO – Bill per Order
BT – Box Topper
CAP – Guest Acquisition Plan
CAYG – Clean as you go
CDP – Career Development Plan
CMR – Contribution Marginal Ratio
CPD – Cost Per Delivery
CSI – Guest Satisfaction Index
CSR – Corporate Social Responsibility
GSR – Guest Service Representative
GDA – Guest Delight Associate
GDE – Guest Delight Executive
DH – Door Hang
DOOR slip – Domino’s Original Order Right slip
DPI – Dominos Pizza Incorporated
DPIL – Dominos Pizza India Ltd
EAR – Explore, Acknowledge & Respond
EBIDTA – Earnings before Interest Depreciation Taxation and Amortization
EDC – Electronic Data Capture
EEO – Equal Employment Opportunities
ESI – Employee State Insurance
FAQ – Frequently Asked Questions
FIDA – Financial Diagnostics & Analysis
FIFO – First In First Out
FLEX – Flawless Execution
FTD – Friday Training Day
G2G – Good to Great
GPM – General Purpose Mechanic
GSC – Getting Started Checklist
HRIS – Human resource Information System
HTA – Heightened Time Awareness
HTR – Handle the Rush
ISP – Image Service Product
IST – Inter Restaurant Transfer
GDM – Guest Delight Meter/ Guest Delight Manager
LIFO – Last In First Out
LMS – Learning Management System
LSM – Local Sales Marketing
MIT – Manager in Training
MOX – Manufacturing date, Open date, Expiry date
MSDS – Material Safety Data Sheet
MSG – Mono Sodium Glutamate
MTD – Make the Difference
NTO – New team Member Orientation
ODC – Out Door Catering
OER – Operation Evaluation Report
OJT – On the job Training
OLO – Online Ordering
OTD – Out the Door
OTS – Over the Shoulder
PAGE – Poor, Average, Good, Excellent
PCP – Praise Correct Praise
PDQE – Production Development Quality Enhancement
PF – Provident Fund
POP – Perfect our Pizza
POP – Perfect our Product
POS – Point of Sale
PPM – Parts per Million
PPX – Pull out, Proofing, Expiry
PQS – Product Quality Certification
PRP – Pre rush preparation
ROX – Receiving date, Open date, Expiry date
RT – Room Temperature
RTP – Rack Time Policy
RTU – Ready to Use
RCIP – Restaurant Continuous Improvement Plan
RMTS – Restaurant Management Training System
SDP – Safe Delivery Person
SMAC - Specific Measurable Achievable Compatible
RMIP – Restaurant manager Induction Program
SOC – Station Observation Checklist
SOP – Standard Operating Procedures
SPI – Sales Performance Index
TAT – Turn Around Time
TEAM – Together Everyone Achieves More
TME – Team Member Empowerment
TRAI – Telephone Regulatory Authority of India
TSG – Total Satisfaction Guaranteed
WOW – Ways of Winning
6W’s – What Went Well, What Went Wrong
WIIFM – Whats In It For Me
RMTS – Restaurant Management Training System
PEP – Promotion Evaluation Process

PRODUCT DESCRIPTIONS

PIZZA BASE
Hand Tossed – It is the most popular pizza base of Dominos. It is made with hand stretched
technique. It is crispy on the outside and soft on the inside.

Wheat Thin Crust – It is a crispy and crunchy pizza base made of wheat. It makes you feel
lighter.

Cheese Burst – Layer of creamy liquid cheddar cheese in between a hand tossed base and
tortilla layer topped with pizza sauce, mozzarella cheese and toppings.

SIDE ORDERS
GARLIC BREAD – Butter flavoured strips of butter with Garlic herb seasoning.

CHICKEN WINGS – 6 pieces of baked chicken tossed in hot and sweet sauce.

CHEESY DIP – It is a creamy cheesy sauce with improves the taste of bread products.

CHEESY JALAPENO DIP – It is a creamy cheesy sauce with jalapenos which goes well with bread
products.

CHOCOLAVA CAKE (CLC) – Delicious cake filled with molten chocolate inside.

PASTA ITALIANO – It is penne pasta with extra virgin olive oil, seasoned with white pasta sauce
and exotic cheese & pepper seasoning.
STUFFED GARLIC BREAD (SGB) – Garlic bread stuffed with creamy layers of mozzarella,
delicious corn and tangy jalapenos.

TACO MEXICANA VEG – It’s a flaky wrap with tasty veg patty and harissa mayonnaise inside.

TACO MEXICANA NON VEG – It’s a flaky wrap with tasty chicken patty and harissa mayonnaise
inside.

TOPPINGS
BLACK OLIVES – Exotic European fruit which is sour.

JALAPENOS – Green coloured spicy Mexican chilies.

RED PEPPER – Large sized red chilies which are very spicy.

BBQ CHICKEN – Chicken pieces with black pepper.

HOT & SPICY CHICKEN – Chicken pieces cooked with red chilly.

CHUNKY CHICKEN – Spicy chunks of chicken with herbs.

PEPPERONI – Smoked cooked and sliced pork meat flavoured with paprika.

RED BELL PEPPER – Exotic capsicum which is red in colour

YELLOW BELL PEPPER – Exotic capsicum which is yellow in colour

Why don’t we keep Forks & Knives at our restaurant?

As a Corporate policy, we serve pizza in boxes. We don’t keep forks, knives and plates in our
restaurants. Domino’s Pizza tastes best with Hands only.

GUEST SERVICE REPRESENTATIVE

A CSR is the first person the guest speaks to or sees when the guest calls or enters a Dominos
Pizza outlet. Therefore it is very important for the CSR to reflect the company’s image by
adhering to the grooming standards.
CSR must ensure that he/she must be in full uniform and that the uniform is washed, pressed
and in good condition. There should be no uniform violation. All grooming checks must be spot
on.

CSR must always smile and maintain a pleasant atmosphere.

CSR GOAL
To accurately and courteously take the guest’s order as efficiently as possible without rushing
the guest.

DUTIES OF A CSR

 Every morning check the Sales target and BPO target.

 Start the Mosquito repellents.
 Start the TV and put it on mute.
 Start the music.
 Start the AC.
 Check if the phones and PCs are working properly.
 Check the toilet for cleanliness and toilet supplies.
 Clean and Sanitize table tops, counter and menu cards.
 Check and stock printer rolls and EDC machine rolls.
 Check the walk in status and determine if there is shortage of any item on the
menu.
 Clean ketchup squeezes everyday and put ROX sticker.
 Check and stock Oregano, Chili flakes and Ketchup Sachets.
 Check and stock all dips and beverages.
 Check and stock take away menus, plastic bags, tissue papers, plastic spoons and
glasses.
 Check pizza boxes and make boxes to maintain stock for 1.5 days, use FIFO
method.
 Apply Box Toppers and two way stickers on pizza boxes.
 Collect float from the manager.
 Issue float to SDP and keep a track of the same.

PRP ITEMS FOR CSR

 Pizza Boxes
 Box Toppers
 Box two way stickers
 Cheesy Dip, Cheesy Jalapeno Dip, Tartare Dip, Cheese Basil Dip
 Oregano
 Chili Flakes
 Ketchup Sachets
  Ketchup Squeezes
 Coke, Fanta, Sprite, Mineral Water
 Take away menus
 Carry bags
 Tissue papers
 Plastic spoons/Forkes
 Glasses
 Printer rolls
 EDC machine rolls
 Float

CSR SHOULD ALWAYS:

 Have complete knowledge of the menu items and prices.

 Must be able to describe the menu items to the guest
 Must have knowledge of the current deals and offers
 Keep track of the discount codes and company tie ups
 Must always use the phone script
 Should use hold procedures effectively
 Keep the dine in area clean, follow the 10 sec rule
 Place order box on the cut table
 Should keep the till locked at all times and follow the Rs.7500 rule
 Use LEADS to resolve guest concerns
 Request the guest to fill the feedback book
 Perform daily DOOR Hang activity
 Update sales and cash report to the restaurant manager
 Make 10 guest call backs everyday
 Communicate effectively, acknowledge HTA, coordinate with team members and
management

7 STEPS OF ORDER TAKING

1. Smile & greet the guest

2. Take the guest’s details (phone number, name and address)
3. Take the guest’s order
4. Suggestive Selling/Up selling
5. Repeat the order
6. Inform the guest – price and time of delivery
7. Parting remark
UNDUE ADVANTAGE POLICY

 When a guest takes Undue Advantage of our 30 minutes guarantee, then put a % sign
next to his name. Follow this as per the Undue Advantage Policy. This indicates that the
guest has taken the 30 minute service guarantee discount even though the order was on
time.
 Guest can do this for 3 times. The fourth time when the guest calls, the manager will
take the order and will go to deliver the order.
 The restaurant manager will then intimate the DM and the issue will be escalated to
Guest Service.
 This guest will then receive a letter from Dominos stating that we won’t be able to
continue deliveries as we can’t make it to your place on time, however we request you
to walk in to any Dominos restaurant to enjoy your pizza.

PHONE MANNERS (PHONE POWERS)

 Be polite with every one on the phone.

 Always smile when you are taking calls
 Always follow hold process, when keeping anyone on hold.

3 TYPES OF SELLING
Up Selling
Suggestive Selling
Cross Sell/Hard Sell (never to be used)

3 TYPES OF PRP (Pre Rush Preparation)

Before the Rush
During the Rush
After the Rush

6 TYPES OF DISCOUNTS

TSG – Total Satisfaction Guaranteed

Remake
Employee Discount
Late Discount
Manager Discount
Cancellation

CALL BACKS
There are 4 types of callbacks that are made;
(a) Security Callback – These types of call backs are made in the following instances;
*Guest calls for the first time, we call back for verification
*SDP can’t find guests address within 5 minutes (5 min rule)
*Whenever a child places an order, we call back and verify the order
*If there is a difference in the guest’s order trend as per his order history, then we call
back to verify the order. For e.g. A guest who always has been ordering single pizzas
suddenly places a bulk order.
* Online Order
(b) Daily Call back – We call 10 guests from previous days database and take their feedback.
(c) Late Call back – The restaurant manager calls the guest who has received the 30 minute
guarantee to check if he has received the discount as promised.
(d) Random Call back – We call the guest who hasn’t ordered for the last 3 months to check
why he hasn’t ordered.
(e) Lapsing Call back - We call the guest who hasn’t ordered for the last 6 months to check why
he hasn’t ordered.

All the guest data typed in the POS while order taking gets accumulated in ‘Intura Vision’
software. For the daily call backs a list of previous days guests can be pulled out from the
following route;
[Go to Intura Vision – Click on Management – Click on Reports – Select Orders – Select Order
Report All]. For daily call backs select guests who have tried the newly launched products so
that appropriate feedback can be collected.

MAKELINE CREW

The Dominos makeline crew is responsible for making the perfect pizzas and perfectly cutting
and seasoning them.

MAKELINE GOAL
To make great quality product with a one to two minute load time

MAKELINE MORNING ACTIVITIES

 Put the makeline cabinet on first thing in the morning so that it arrives at required
temperature.
 The temperature displayed on the equipment is in Celsius. Therefore the employee
has to know that,
 1 degree Celsius = 33 degrees Fahrenheit
2 degrees Celsius = 35 degrees Fahrenheit and so on
 Take the Walk-in status – the walk-in status has to be taken for the last 5 days from
that day. Make notes of the quantity of the ingredients as per the date mentioned
on their packets.
 Check Sales target and do PRP accordingly.
 Set up the makeline cabinet, there are 4 catch trays 3 for food and 1 below for
water.
 Add the ingredients to the cabinet and bins once the cabinet has reached the
required temperature.
 Use FIFO method. 3 types of FIFO are;
Top – Bottom
Left – Right
Front - Back
 Veg and Non veg has to be kept separately
 Handover the walk-in status to the restaurant manager and inform what items are
short in stock and what items are about to expire soon
 Fill out the temperature sheet in the timely fashion as required
 Fill out the wastage book about the items that got wasted in that shift with
appropriate reason
 Communicate effectively, acknowledge HTA, coordinate with team members and
management

MAKELINE PRP
 Pull out dough balls for proofing
 Refresh Tomato Blend
 Fill squeezes with cheese blend and red pasta sauce
 Refresh all seasoning shakers
 Place pizza screens and pans in place
 Make Deep Dish PRP ready depending on consumption
 Put ROX stickers on all sauces, seasonings and makeline items
 Put PPX on the pulled out Dough trays
 Daily ROX stickers are applicable on the following items:
Cornmeal – 12 hrs
Pasta Water – 12 hrs
Thin Crust – 8 hrs
Tortilla – 12 hrs
Cheese Blend – 3 hrs
Tomato Blend – 8 hrs
Taco Flaky Wrap (open packet) – 6 hrs
Taco Mexicana (after PRP) – 4 hrs
Garlic Herb seasoning – 12 hrs
Mexican seasoning – 12 hrs
 Cheese and pepper crumbs – 12 hrs
Fancy Strands – 48 hrs
Although all seasonings will last for 24 hrs at room temperature, but its preferable for items to
be at room temperature till operation hours i.e. 11:00am to 11.00pm and refreshed the next
day.

IMPORTANT POINTS FOR MAKELINE

 Vegetables have got high moisture i.e. 90 to 95%. If they are kept in direct contact with
air there is a possibility of forming water (ice) crystals.
 Vegetables like Mushroom breathe and hence it is not kept close to cheese as it may
absorb the smell.
 Meats are potentially hazardous ingredients and hence are easily prone to bacteria.
Meats should be stored at the correct temperature.
 Avoid temperature abuse of ingredients i.e. thaw products if required, which means pull
them out enough time before baking. Also once an item is thawed and out of the walk
in, don’t put it back in the walk in.

MAKELINE CLOSING ACTIVITIES

 Check how close has the sale reached to the target.
 Accordingly do PRP for the evening rush
 Change ROX stickers wherever required
 Pull out Dough balls so that they get enough proofing time
 Take count of food items mainly which are packed and ready to use i.e. desserts,
beverages, etc.
 Take count of dough ball with their temperatures
 Make note of this detail in the Shift Handover Register
 Tally the stock count from Intura Vision Management – Inventory link
 Take handover from the morning shift crew about items on the makeline
 Once restaurant is closed, take inventory of the entire dry stock
 Count items on the cut table and on the makeline
 Feed the count Intura Vision Management – Ending Feeding

Intura Vision Management shows the details of the Inventory in the restaurant for each day.
The Inventory screen shows the following columns;
 Items – name of the item
 Unit – unit of measurement
 Beginning – Inventory count that was fed previous night in the system
 Deliveries – any goods that came in from the commissary (mostly at night)
 Starting – Inventory count at the beginning of the shift, if the goods were delivered in
the night then it will be added to the count in the ‘Beginning’ column and then entered
in this column
 Ending – Inventory count taken after the restaurant closes for that day
 Used – What was utilized that day
  Ideal – What should have been utilized as per standard recipe
 Variance – Difference between Used and Ideal column

TEMPERATURE CHART
AT Dominos consistency and quality is maintained by storing the food items at the required
temperature. Following are the required temperatures that need to be adhered to;
Walk-in – 33 to 38*F
Makeline Cabinet – 33 to 40*F
Makeline Bins – 33 to 41*F
Visi Cooler (for beverages) – 37 to 48*F
Oven – 460 to 480*F
Danger Zone – 41 to 140*F
Room Temperature – 60 to 90*F
Hot Rack – 210 to 220*F
Lukewarm water – 110 to 160*F
Pizza after bake – 210 to 240*F

DOUGH MANAGEMENT

RECIPE
Flour – it’s the body of the dough
Water – It’s the binding agent which binds the dough with other ingredients
Yeast – It is used for the dough to proof. Yeast eat sugar and releases Carbon di-oxide and Ethyl
Alchol. This process is known as fermentation.
Oil – It helps the dough to stretch and give a shine
Sugar – It gives taste, it’s food for the yeast and also helps in caramelization (When sugar burns
it melts to brown colour. Hence gives the pizza base golden brown colour)
Salt – It controls the growth of yeast and also provides taste.

SHELF LIFE
Shelf life of each dough ball is 5 days.

Ideally dough received on the 1st day from the commissary shouldn’t be used as they are under
proofed. They are also called Green dough or Hockey Pucks. Dough stays the same on 2 nd day
too.

Dough ball is best used on the 3rd or 4th day. Therefore the restaurant manager should indent
dough accordingly so that requirement falls on the 3rd day after receiving the dough.

Dough ball on 5th day becomes over proofed, also called as blown dough. One should avoid
using such dough as it becomes difficult to stretch and may also vary in taste.
Always follow PPX – Pull out Proofing Expiry. When the dough ball is pulled out to room
temperature, it has a time limit within which it proofs and is usable and also a time limit within
which it expires.
A dough ball on each day from its 5 day shelf life has a different Proofing and Expiry time limit.
It goes as follows;
Day 1 – Proofing 2 hrs, Expiry 6 hrs
Day 2 – Proofing 2 hrs, Expiry 4 hrs
Day 3 – Proofing 1 hr, Expiry 2 hrs
Day 4 – Proofing 0 hrs, Expiry 1 hr
Day 5 – Proofing 0 hrs, Expiry 30 mins

STORAGE
Always use ART – Air Circulation, Rotation, Temperature

Air Circulation – When the dough tray is kept in the walk-in, it has to be kept on an empty and
clean blue bottom tray which is placed on a dough dolly (a tray rack with wheels). The dough
dolly is 4 inches tall and the blue bottom tray is 2 inches tall, which makes the last dough tray 6
inches away from the floor and that is the ideal distance.

The top most rack has to be 12 inches away from the nearest surface which could be the walk-
in ceiling or walk-in fan. Also the top most dough tray has to be covered with an empty and
clean dough tray.

There has to be a 3 inches gap between two dough trays side by side.
All this spacing i.e. 6 inches from below, 12 inches from top and 3 inches from the side help in
proper air circulation when the dough balls are stored inside the walk-in and helps to maintain
shelf life.

Ensure that the newest dough gets maximum cooling by placing it directly in line of the fans
breeze.

Rotation – Always FIFO method, hence dough trays have to be stacked in a manner that the
oldest dough gets used first.

Temperature – Always maintain the temperature of the walk-in so that the temperature of the
dough is also maintained. Ideal temperature to slap and stretch a dough is 75*F

Labeling – Once the dough tray is pulled out, follow PPX. When the dough tray is received from
the commissary there are labels on the tray to identify them. The labels are colour coded and
have dates on them.
Regular Dough – 15 pcs in one tray
Medium Dough – 10 pcs in one tray
Large Dough – 6 pcs in one tray
MAKELINE KITCHEN DISPLAY
All orders taken by the CSR shows on the makeline computer screen so the crew member
knows what the next order is, it is called the Intura Vision Kitchen Display.

The first column shows the type of order and it shows in code form. For e.g. D (Delivery), C
(Carry out), I (Pickup or Dine in)

The “ID” column shows the CSR’s name in alphabetical code.

The “ORDER” column shows the order number.

The # shows the quantity of the item ordered.

The following are the shortcut keys to check the status of the orders on the makeline computer
screen;
F5 – Shows the timing of the last order
F6 – Details of all toppings in each pizza with their codes
F7 – Shows the order screen with all the punched and made orders
F8 – Shows the full form of all topping names present in that order
F9 – to zoom the view on screen
ENTER – to punch the order once it is in the oven for baking

Jumping Order – Making pizzas as per order in sequence

Bumping Order – Making pizzas without following order sequence

PIZZA MAKING

The steps to make a pizza include;

Stretching – stretching the dough ball to the required size
Saucing – Applying the tomato blend on the pizza base
Cheesing – putting mozzarella cheese on the pizza base
Itemising – putting the required toppings as per order
Baking – placing the pizza in the oven for baking

Stretching:
Once a dough ball is proofed it has to be lifted from the tray using a dough scraper and tossed
in cornmeal so that it doesn’t stick to the hand or the work table

Then it has to be placed skin side down and soft side up (soft side is the bottom side of the
dough which was touching the tray). Then locking the palms together and locking the thumbs
and index fingers together, the edges of the pizza base have to be created by pushing and
moving the dough ball clockwise circular motion with the 6 fingers only. This process is called
Docking.

After on 360 degree turn of the dough, the edges must form. Then holding the dough down on
the table with the left hand start stretching the dough with the right hand again in a clockwise
circular motion while maintaining the edges. Make sure enough cornmeal is used to avoid
sticking. This process is called Stretching.

Saucing:
Place the stretched dough on a pizza screen and using a spoondle, apply tomato blend in a
circular motion starting from centre and moving to the sides. Ensure that sauce is evenly
applied and no white patches should be left. Sauce should not reach the edges or else it will
burn while baking. There are acceptable rim sizes for each pizza while saucing it.
For Hand Tossed or Deep Dish – ¾” or 20 mm
For Thin Crust – 1/8” or 5 mm
For Italian Crust – ½”

Cheesing:
After saucing, sprinkle mozzarella cheese on the pizza base. If it’s a pizza with any type of
seasoning, e.g. Mexican seasoning then the seasoning has to be sprinkled before the cheese.
Cover the pizza generously with cheese covering the red patches starting from sides and
moving to the centre. Cheese can be put in 2 different ways;
Sling Method
Salt Shaker Method

To make a “10 perfect” pizza make sure the cheese is put as per the grammage mentioned in
the portion chart. To achieve perfect portion size a grip test can be done over a weighing
machine and that way keep a track of adding the perfect amount of cheese required in each
pizza.

Itemising:
While putting the toppings on a pizza always maintain slice integrity which means when the
pizza is cut into slices, each slice should get equal amount of all toppings. A regular pizza is cut
in to 4 slices, Medium into 6 slices and Large into 8 slices.
Just like cheesing a grip test will help to add perfect amount of toppings to achieve the “10
perfect” pizza.

Always add the bulk veggies first and then the meat veggies on top. Bulk veggies are those
who loose water while baking, like onion, tomato, capsicum, etc. The meat veggies are veggies
which don’t lose water on baking, like olives, corn, jalapenos, etc.

Baking:
For baking the perfect pizza the oven has to be at the right temperature, i.e. 460 to 480*F.
Ensure that the pizza has no bubbles more than the size of half a golf ball. When the pizza is out
of the oven the top bake and bottom bake should achieve the perfect colour. A Hand Tossed
pizza should be ‘Golden Brown’ in colour and a Thin Crust pizza should be ‘Nutmeg Brown’ in
colour. While cutting the pizza should give a nice crunch. Pizza should be cut in 15 seconds. A
cold and under proofed dough results in bubbles.

What is Quality Product?

A Quality Product has lack of defects and meeting with Guests expectations.

5 STAR PIZZA SCALE

Criteria
RIM/RISE:
Rim width & height – ¾” (5/8” – 7/8”) (16mm - 22mm)
Consistent Center rise – 5/8” (3/8” – 5/8”) (10mm – 16mm)

SIZE:
Size cannot be greater than ¾” (20mm) smaller or bigger than inside of box

PORTION:
Correct Toppings
Follow portion Control Chart for sauce, cheese and toppings

PLACEMENT:
Slice Integrity – Sauce, cheese and toppings evenly distributed
Sauce border;
For hand tossed and deep dish – ¾” (1/2” – 1”) (13mm – 25mm)
For thin crust 1/8” (edge – ¼”) (5mm)
Toppings out to the edge and not dislodged after cut

BAKE:
Bubbles smaller than half of a golf ball
Colour within colour range – golden brown (HT), nutmeg brown (TC)
Cheese properly melted

OVENTENDER

Oven Tender is the person who is responsible for oven tending. Oven tending is the process of
treating oven according to the requirement of the pizza.
Its his responsibility to ensure that pizza is perfectly cooked before reaching the guest

Responsiblities of Oven Tender:

 Unload Pizza perfectly.

 Monitoring the oven and adjust controls when necessary.
 Pearsing the bubble with the help of fork when pizza is getting baked.

In brief its oven tender’s responsibility to ensure quality within cutting and boxing all products
within 15 seconds. Hence, it involve multi tasking and time management.

Troubleshooting:
Extended time of bake
Uneven Bake
Burnt product
Undercooked product

SDP

SDP GOAL – To safely and courteously deliver the order to the guest’s door, to accurately make
change and delight the guest every time

IMPORTANT POINTS FOR SDP:

 The SDP represents the company at the guest’s door. It’s important to for the SDP to be
perfectly groomed
 The SDP should be well dressed in full uniform which is clean and in good condition.
 The SDP should be pleasant and use the “7 STEPS OF SDP” while delivering an order.
 He should always follow the important rules like the 1000 rule, 2 Sec Rule, 10 meter
Rule, 5 min Rule, etc.
 SDP should carry out the full order without forgetting items and should be aware of the
delivery areas
 SDP should always carry the Sorry Card, WOW Card, Do n Don’t card, & Steps Card.
 Follow HTA always
  If a delivery is late it is very important to give the guest a Sorry Card.
 Make a cash drop every time 1000 or more rupees are collected.

INFORMATION ON DRIVERS SLIP/BILL

1. The guest’s name, telephone number and address

2. The time the order was taken
3. The city
4. The description of other products/beverages
5. The quantity of pizzas
6. The order number
7. The total cost of the order

7 STEPS OF SDP

1. Introduce yourself and check the guest’s name

2. State the time of the order
3. Read order details
4. State the price and present the order
5. Small talk (usually about Box Toppers and offers)
6. Receive money and count back change (smallest denomination first)
7. Parting Remark and safely hustle back to your bike

SERVICE SCRIPT

“Good Morning/Afternoon/Evening, Sir/Ma’am, I’m (name) from Dominos Pizza. Here is your
hot and fresh (size of the pizza), (veg/non veg), (pizza name) pizza delivered to you within
(delivery time at the guest’s door) minutes from the time you placed the order”
“Thank you, enjoy your pizza, Have a nice day”

SCRIPT ON SORRY CARD

“Dear Guest,
Nothing makes up for making you wait. But still, hope our 30 minutes delivery promise does a
little something for you.

Love and Happiness

Dominos Pizza”

SAFETY OF SDP:

1. Always follow 2 Sec Rule and 10 meter Rule while on the road
2. Never enter the guest’s house while making a delivery
 3. Don’t proceed to make delivery if guest’s house doesn’t have the lights on, always call
the guest
4. Do not wear any kind of jewellery
5. Don’t try to resist a robbery
6. Always follow GOAL;
G – Go with Caution
O – Obey All Laws
A – Adjust to condition
L – Live with Life savers

SDP CHECKOUT

 The procedure of check out is to tally the entire sale cash collected by the SDP in that
day along with Sodexho coupons, Discount coupons, etc.
 SDP has to fill out the ‘Driver’s Sheet’ during checkout
 The Driver’s Sheet has the following details to be filled:
Order Number
Total Ticket Value (Total Bill amount)
Discount Given (if any discount was given on that order)
Amount Received (exact amount received from the guest)
Remarks (what was the reason for the discount if any)
 Along with this the SDP has to submit all the bills to tally the orders.
 Also has to mention the denominations of the cash and the Sodexho coupons that he is
handing over.

DO’s and DON’T’s for the SDP:

DO’s:

 Match the time on your watch with that of the Dominos restaurant
 State the exact time of delivery to the guest
 If the guest insists you are late do not argue. Smile and offer the pizza for free instead
 Keep the Restaurant Manager informed about the guests who regularly insist that you
are late
 Exercise TME and TSG at all times
 Always smile at the guest, especially when a delivery is late
 Inform the DM/ARM/ZM/RM should you feel that you are being unduly harassed by
your Restaurant manager.

DON’T’s:

 Never go over the 40kmph speed limit, even if you are running late on an order
  When you are late, do not hesitate in giving the pizza free to a guest, even if he doesn’t
ask for it
 Never argue with the guest when he insists that the order is late
 Do not call the Restaurant Manager or the Shift Manager to inform them of a late order,
take the decision yourself

ROUTER

ROUTER GOAL – To follow the 6 minute rule of routing and assist the SDP in getting out of the
door within one minute of entering

PRP required at Routing Stand:

Oregano
Chill flakes
Ketchup Sachets
Menu Card flyers
Tissues
Visi Cooler stacked with beverages and dips

 Apart from this the Router has to ensure that all the delivery bikes are fueled up and are
in working condition. This has to be done for both morning and evening shift.
 At the time of “Bike Up” check if bikes are in working condition and are safe to be taken
out for delivery
 Also check if all required paperwork is with the bikes at all times
 While filling air in the bikes tyres usually we fill 32 in the front and 28 in the back wheel
so that the delivery box located at the back doesn’t bounce to disturb the product kept
inside.
 Bikes have to be fueled as per approximate number of deliveries that happen in one
shift.
 Usually the bikes are fueled at the petrol pump that collects a slip for which we maintain
a counterfoil. At the end of the month the restaurant will get a monthly petrol bill and it
can be tallied with these slips.
 Amount of petrol consumed daily is tracked against the number of deliveries done
which provides us with the Cost Per Delivery (CPD). The formula for CPD is;
Total Petrol consumed X Cost of petrol per liter = CPD
No of total deliveries

Intura Vision Driver Station

  This system is used to keep track of all the SDPs that are on shift. It tracks which SDP is
on which delivery, how much time is the SDP on the road, how much time has the order
left the restaurant in.
 SDP has to punch out the order once he leaves the restaurant. He does this by clicking
on the order and then clicking on his name and punching OUT.
 After that he has to announce the OUT time as he leaves the restaurant.
 Once the SDP comes back to the restaurant, he has to announce the IN time. The IN
time is the time in which the guest received the order. For e.g. if the order was OUT of
the restaurant in 12 minutes, then the SDP has 18 minutes to deliver the order within
the 30 minutes guarantee. Now if the SDP reaches the guest in 10 minutes, then his IN
time will be 22 minutes (22+10). And his on road time will be 20 minutes (10 to go and
10 to return).
 The details on the Driver Station Screen are as follows;
1. D – This indicates Delivery Order
2. ORDER – This shows the Order number
3. TAG – This shows number of pizzas
4. ‘CHECK BOX’ – If there is a check box that means that there is a side order too
5. TIME – This clock starts as soon as the Pizza is loaded in the oven and the Makeline Crew
punches the order. This clock will continue from the time the pizza has been loaded. i.e.
if the pizza is loaded in 2 minutes, then this clock will start from 2 minutes onwards. This
timer shouldn’t exceed 15 minutes or else it shows inefficiency that an order couldn’t be
loaded and baked in 15 minutes. The order will then be marked as SYSTEM LATE and will
increase the restaurant’s OTD (Out The Door) time.
6. ADDRESS/NAME – Guests name and Address
7. SEC – Sector
8. PHONE – Guests phone number
9. DRIVERS- Names of SDPs who are available for delivery

MSDS Sheet

S. Name of the Chemical Purpose Dilution Application area

No.
1. Suma Star D1 Manual 2 ml per liter of Utensils and Pans
Dishwash water
Concentrate
2. Suma Star D1 Hot Bag/Coke Normal Soiling Hot Bag/ Coke bag
Bag – 10 ml in 1 liter
of warm water
 Heavy Soiling –
20 ml in 1 liter
of warm water

3. SU 319 Sanitizer 2 ml per liter of Makeline, Dough table, Cut table,

water Walk in, Garbage bins, table chairs
etc.
4. Suma Grill D9 Oven Cleaner Ready to use. Oven
Concentrate Donot dilute
5. Suma Extra D2 All purpose 20 ml in 1 liter Makeline, Dough table, Cut table,
cleaner of water Delivery bike,Strip Curtains,
Computer, key boards , phone etc
6. Taski R3 Cleaner 20 ml in 1 liter Glass, Mirror, Windows
of water
7. Taski R6 Toilet Cleaner Ready to use. Toilet Bowls and Urinals
Donot dilute
8. Soft Care Plus Anti bacterial Ready to use. Hand wash
handwash Donot dilute
9. Suma Break up Heavy Duty Normal Soiling Pizza Pans, Pizza Screen, Oven
Degreaser. – 20 ml in 1 liter Hoods
Aluminum of hot water
safe
Heavy Soiling –
50 ml in 1 liter
of hot water

For Pizza
Screen: 100ml
in 1 liter of hot
water

OER:

Operation Evaluation Report: Its an audit conducted to evaluate a restaurant’s operation

standards on the following criteria:

P – Product (36 Marks)

S – Service (32 Marks)
I – Image (22 Marks)
S – Safety/Security (5 Marks)
S – Sanitation (5 Marks)
On the basis of above criteria restaurant is given the following ratings:

5 Star – 90 above
4 Star – 80 to 89
3 Star – 70 to 79
2 Star – 60 to 69
1 Star – 50 to 59
0 Star – below 50

GDM – Guest Delight Meter

The objective of Guest Delight Meter is to measure Guest services level in a Restaurant on the following parameters;

1. Delivery GSI
2. Dine-In GSI
3. Guest Service Audit
4. WOW
5. Turn Around Time
6. Appreciation Mails
7. Guest Concerns

Basis Scores achieved all parameters all the restaurants divided into below mentioned categories;

Less than 10 Points: SAD Guest Category

10 to 14.99 Points : Indifferent Guest Category

15 to 22.99 Points : Happy Guest Category

23 & above : Delighted Guest Category

LMS – Learning Management System

It is an E – learning portal which helps individuals to learn about various stations by watching
videos and giving online tests.
For logging in, we have to enter our employee code as user id and date of joining as password
in dd/mm/yy format.

LMS Contain the following:

 General Modules – Eg: Grooming Video, First Aid & Fire Fighting and Mera Dominos etc.
 Product SOP Modules – Eg: Zingy Parcel, Italian Crust Pizza, Taco Mexicana etc.
 Learning Modules – Module for all stations like ordertaking, SDP, Pizza Maker, Router,
Door Hanging Team Leader, Oventender, Training Ace etc.

Every Module has three status – OPEN means the module has never been viewed, CONTINUE
means the module has been viewed and closed before completing, REVIEW means the module
has been completely viewed.

Training Ace and GDM can view all the modules. Training Ace can feed all announced SOC and
GDM can feed all unannounced SOC.