ITM PROJECT REPORT

INFORMATION TECHNOLOGY MANAGEMENT PROJECT

“IT Management System for Domino’s”

Submitted By-

Group 4 – Section C

ABHISHEK KUMAR F19-304

ARPIT BAJAJ F19-314
HARSH YADAV F19-324
ANANDA KESAVAN F19-334
RISHAB HIMMATRAMKA F19-344
SIDDHARTH VERMA F19-354
YATIN KUMAR F19-364
ROHIT KYAL F19-374

At
Faculty of Management Studies, Delhi
November 2019
 TABLE OF CONTENTS

LIST OF FIGURES iii

ACKNOWLEDGEMENTS 1
CHAPTER 1: INTRODUCTION 2
CHAPTER 2: DOMINO’S PULSE POS - BACKGROUND 3
CHAPTER 3: UNDERSTANDING THE INFRASTRUCTURE OF DOMINOS 5
CHAPTER 4: SOFTWARE PLATFORMS 8
CHAPTER 5: HARDWARE PLATFORMS 12
CHAPTER 6: NETWORKING AND DOCUMENTATION 15
REFERENCES 18

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 LIST OF FIGURES

Figure No. Caption Page No.

Figure 1 Domino’s Pulse POS 4
Figure 2 Domino’s IT Infrastructure 5
Figure 3 Domino’s IT System 5
Figure 4 Domino’s Software Interface (Costumer UI) 9
Figure 5 Domino’s Software Management System 9
Figure 6 Domino’s Data Processing System 10
Figure 7 Table Mapping 11
Figure 8 Inventory Aggregation Methodology Using DBMS 11
Figure 9 Domino’s Hardware System 12
Figure 10 Domino’s Hardware for 1 Outlet 13
Figure 11 Cost Analysis for 1 Outlet 13
Figure 12 Documentation Types 15

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 ACKNOWLEDGEMENTS

We would like to express our thanks to the staff of Domino’s. They has been of great help during
our tenure, and an indispensable resource of technical knowledge.

We are also thankful to Prof. M.L. Singla, entire faculty and staff of Faculty of Management Studies,
Delhi, and also our friends who devoted their valuable time and helped us in all possible ways
towards successful completion of this project. We thank all those who have contributed either
directly or indirectly towards this project.

Lastly, we would also like to thank our families for their unyielding love and encouragement. They
always wanted the best for us and we admire their determination and sacrifice.

Date: 10th November 2019

Roll No. Name Signature

F19-304 ABHISHEK KUMAR
F19-314 ARPIT BAJAJ
F19-324 HARSH YADAV
F19-334 ANANDA KESAVAN
F19-344 RISHAB HIMMATRAMKA
F19-354 SIDDHARTH VERMA
F19-364 YATIN KUMAR
F19-374 ROHIT KYAL

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 CHAPTER 1
INTRODUCTION

This chapter discusses a brief introduction to the marketing research project.

Domino's Pizza, Inc. branded as Domino's, is an American multinational pizza restaurant chain
founded in 1960. The corporation is headquartered at the Domino's Farms Office Park in Ann Arbor,
Michigan. Its current CEO is Richard Allison and it is one of the S&P 400 companies traded at
NYSE under DPZ.
In February 2016, Domino's opened its 1,000th store in India. Dominoes currently have more than
1600 stores world-wide.
Domino’s started as a local restaurant when in 1960, Tom Monaghan and his brother, James, took
over the operation of Dominick’s, an existing location of a small pizza restaurant chain that had been
owned by Dominick Di Varti, at 507 Cross Street (now 301 West Cross Street) in Ypsilanti,
Michigan, near Eastern Michigan University. The brothers planned to split the work hours evenly,
but James did not want to quit his job as a full-time postman to keep up with the demands of the new
business. Within eight months, James traded his half of the business to Tom for the Volkswagen
Beetle they used for pizza deliveries.
By 1965, Tom Monaghan had renamed the business Domino's Pizza, Inc. as the founder objected to
the name being used for other outlets.
On May 12, 1983, in Winnipeg, Manitoba, Canada, Domino's opened its first international store.
That same year, in Vancouver, Washington, Domino's opened its 100th restaurant. The chain opened
its first store in Luton, UK, in 1985. Domino's also opened its first store in Tokyo, Japan, in 1985.
They became the second American franchise in the Dominican Republic in 1993. By 2014, the
company had grown to 6,000 international locations and was planning to expand to pizza's
birthplace, Italy; this was achieved on October 5, 2015, in Milan, with their first Italian location.
In 1998, Domino's founder Tom Monaghan announced his retirement, sold 93 percent of the
company to Bain Capital, Inc. for an estimated $1 billion.

Dominoes is known for innovation in the fast-service restaurant industry. Domino's introduced the
Pizza Tracker in 2008, an online application that enables customers to view their order status in a
progress bar in real time. n 2011, Domino’s launched a billboard advertising in New York's Times
Square which displayed real time comments from customers, including good, neutral and bad
comment. In 2016, Domino cooperated with Star ship Technologies and used self-driving robots to
supply different pizzas.

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 CHAPTER 2
DOMINO’S PULSE POS - BACKGROUND

This chapter covers the background and motivation behind the system adopted by Domino’s, its
power as a robust system and the core ideology behind it.

Domino’s had developed an in-store system to give it a way to better handle the store pizza
operations, including their now famous Pizza Tracker. Their larger multi-unit franchisees needed
software to consolidate the reporting across all stores and feed their payroll and accounting systems.

Servant Systems in partnership with Domino’s Pizza has developed and deployed the Domino’s
PULSE™ Franchise Office System, used by over 2000 Domino’s stores in 14 countries including
India. The product boasts timely and accurate reporting for multi-unit franchise owners. Domino’s
Pulse™ Franchise Office System integrates franchisees’ financial, payroll and other store
information with Domino’s system-wide PULSE™ in-store order entry system.

Domino’s Pizza operations are extraordinarily dependent on timely and accurate reporting. The
Franchise Office System significantly includes push reporting of daily numbers to store managers
and supervisors. It also dramatically decreases the time required for Payroll and Accounting
functions. The software aids each franchisee in sales analysis as well as validation of accounting
data before it is loaded into the franchisee’s accounting system.

The software also generates reports for accounting personnel to assist in account reconciliation as
well as provide corporate management with operating profit/loss summaries to assist in managing
the stores. Once the accounting data is reconciled, it is automatically sent to the accounting system
thereby reducing what can otherwise be a manual and laborious process, especially when a
franchisee has many stores. Also, some other features include tip and mileage reimbursement
calculations, marketing, operations analysis capability, and automated email report distribution

The software is written using Microsoft Visual Studio .NET and is thus highly customizable,
including support for international differences such as date formats and currency.

Integrated Point-of-Sale Technology System and Vertically Integrated Supply

Chain
Domino’s has invested significantly in optimizing operational efficiencies to reduce costs and to be
able to offer an affordable product to its end customers. The company rolled out PULSE, an
integrated POS system, to improve coordination between its franchisees and the corporate office and
to reduce the number of order mistakes and improve training hours. Additionally, Domino’s has a
vertically integrated dough manufacturing and supply chain systems, which enhances the quality

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and consistency of products, allows Domino’s to leverage economies of scale and enables store
managers to better focus on store operations and customer service.

Figure 1: Domino’s Pulse POS

Convenience of the digital ordering process is critical to Domino’s customers and is essential for the
long-term success of the company. In 2015, approximately 50% of Domino’s sales came from digital
orders, with that number being higher in some international markets. To ensure the sustainability
and continued growth of digital orders, Domino’s made the strategic decision to invest in an in-
house e-commerce ordering platform. The innovative platform enables customers with an online
profile to re-order their favorite meals within 30 seconds, significantly improving order time and
overall delivery time. The platform also enables order ETA tracking and delivery updates, which
provides greater transparency.

Mobile Applications
Domino’s launched mobile applications for smartphones and tablets to capture the growing number
of mobile users placing delivery orders on their smartphones. In 2014, the company launched Dom,
a voice ordering application, and in 2015 it launched text messaging and Twitter ordering platforms
using emoji, which were a hit among millennials. These new platforms enabled Domino’s to
capitalize on the growing personalization of services (“The Internet of Me”), which places users at
the center of every digital experience. By incorporating personalization and by making pizza
ordering a social experience, Domino’s has been very successful in capturing a younger audience
and making its product stickier by creating a network effect.

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 CHAPTER 3
UNDERSTANDING THE INFRASTRUCTURE OF DOMINO’S

This chapter includes the infrastructural understanding of how the IT system of Domino’s works.

Figure 2: Domino’s IT Infrastructure

Domino’s Information system can be studies in the following categories:-

 ERP – TALEO (Enterprise Recruiting Solution)

 CRM – DOM (Dominos Voice activated Ordering System)
 TPS – PULSE (Point of Sale System)

MIS
ERP CRM TPS
TALEO DOM PULSE
Figure 3: Domino’s IT System

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TALEO (Employee Recruiting Solution)
More than 3,800 organizations use TALEO, including 47 of the Fortune 100 and over 3,000 small
and medium sized businesses. It is mainly used for talent acquisition and performance management,
in 200 countries and territories. It is known for its strong configurability and usability. TALEO runs
on a world-class infrastructure and offers 99.9% availability. TALEO’s Talent Grid harnesses the
resources of the TALEO community of customers, candidates, and partners to power the talent needs
of companies around the world.

Some of the key features of this employee recruiting solution are as follows:-

 Anywhere, anytime recruiting. Capture candidate information and match it to requisitions

through your e-mail inbox or internet browser—without ever logging onto Oracle TALEO
Recruiting Cloud Service.
 Social sourcing. Enhance the candidate experience with powerful Web 2.0 career sites that
include RSS feeds, and tap into the power of social networks like Facebook and LinkedIn.
 Reporting and analytics. Use tools and information from all parts of Oracle TALEO Enterprise
Cloud Service. Gain insights into where your top performers and high-potential employees are
coming from.
 Screening and assessments. Hire better people faster using multi-tiered screening and assessment
tools. Use disqualification questions to determine basic eligibility, and then apply screening tools
to find the precise abilities, certifications, and experience.
 Interview and offer management. Enable managers to quickly find the information they need
with intuitive tools for conducting effective interviews and making compelling offers.
 Employment branding and career sites. Turn your job site into a career experience that attracts
passive candidates. Build a strong employment brand, engaging career site, and tailored candidate
portals.
 Precision matching. Precisely and automatically match all internal and external talent to open
positions through a unique profile-based recruiting system that leverages LinkedIn profile data.
Use advanced search and artificial intelligence to find and short list top talent.
 Applicant tracking and compliance. Create consistent, scalable, fully legal candidate selection
processes that can reduce exposure to lawsuits, protect government contracts, and cut
administrative costs
 Proven integration. Enjoy the flexibility of plugging in solutions and content from hundreds of
certified partners for assessments, background checks, employment branding, surveys, tax
screening, drug screening, and more. Take advantage of an open platform and advanced
integration tools.

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DOM (Dominos Voice activated Ordering System)
Domino's, in partnership with CP+B and Nuance, created and launched a voice controlled pizza
ordering assistant named Dom on their iPhone and Android mobile app. It has already crossed half
a million orders since its 2014 launch in Dominos. It contributed to the company’s milestone of 50%
of sales coming from digital platforms. It is accurate and cheaper than a standalone application. Dom
can take, carry out and deliver order, suggest additions to your order, and even find coupons for you.
Dom allows you to order pizza simply by asking for it, instead of tapping through a series of menus.

Online Ordering

 Cost effective and efficient system.

 Customers browse the menu, select the pizza & place the order.
 Once order is placed, the system sends a note to the nearest outlet with the order details.
 Flexible, time saving and less error prone.
 If any wrong order is made by the customer, the money is reverted back to the respective account
after using credit card.
 The system allows for online customization and ordering.
 Order tracking system allowing online updates of a pizza’s progress.
 Revolutionized the pizza industry.
Pizza Tracker
 Each order is tracked, by order number, bar code or status. You place your order, and the clock
starts ticking.
 The order displays on a screen for cooks to prepare. Once the pizza is made and in the oven, the
cook indicates that it is done and it both disappears from the display and tracks that the preparation
stage is complete.
 The next display is for the person that cuts the pizza, put it in a box and sets it up for delivery.
Again, as the task is completed, the order is timestamped.
 The next person is a supervisor that assigns the delivery to a driver, or the driver signing out with
the pizza. Either way, the time of the event is again tracked.

The real goal of the system is for upper management to be able to track service levels within each
restaurant - but once the data is available real time, why not make it available to customers, and cut
down on complaint phone calls: "Where's my pizza”?

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 CHAPTER 4
SOFTWARE PLATFORMS

This chapter defines how the software platforms of Domino’s are designed.

1. SAP EPM
The objective of EPM solution is to increase the organizational alignment and agility, enable the
enterprise to make better decisions and enable reliable close to disclose. There are three categories
of the product:

 Deals with procurement processes within the ERP

 Integrates SAP modules

2. SAP Ariba
Dominos implemented SAP ARIBA cloud platform for improving business relationships and
management. It provides:

 Closed ecosystem for buying and selling

 Manages interaction between buyers and sellers, processes invoices etc.

3. LogiNext
Dominos has tied up with LogiNext Solutions to plug the loopholes in its last mile delivery
operations through LogiNext’s solution ‘Mile’. It provides automated delivery schedules, route
optimization, and resource capacity helping to reduce the number of kilometers travelled. It also
provides solution to manage and optimize logistics and field service operations. Flagship products
are its cloud based:

 Last Mile Delivery

 Route Optimization software

Besides this, Dominos has an app for mobile ordering. It helps in:

 Easy Order Customization

 Advance Ordering
 Late-Night order
 One-Click Reorder
 Save favorites
 IRCTC Train Ordering- Dominos has introduced new ‘Deliver on Train’ feature in
collaboration with IRCTC that helps you order while you travel.

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 Exclusive offers
 Easy order tracking
 Hassle-free payments

Figure 4: Domino’s Software Interface (Customer UI)

Figure 5: Domino’s Software Management System

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Data Processing System

Figure 6: Domino’s Data Processing System

Domino’s Data Processing system consists of a simple input – process – output where various data
inventories serve as the input along with the input done either by the customer or by the Domino’s
staff and the processing is done by a simple DBMS software. The DBMS software performs CRUD
operations – Create, Retrieval, Update, Delete. Post processing the result of the operation is shown
in the output in the form of the display or simply results in the update of the existing tables in the
repository.

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 Figure 7: Table Mapping

Figure 8: Inventory Aggregation Methodology Using DBMS

The above diagram shows how the DBMS would be managed and developed to maintain the various data
repositories for the data management and processing of Domino’s data.

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 CHAPTER 5
HARDWARE PLATFORMS

This chapter discusses about the various hardware platforms that are deployed and needed for the
daily operations of Domino’s.

Figure 9: Dominos Hardware System

Image displays the HP Computers, LCD displays, Beetel Phones for phone orders
Image displays the hp computers, Swipe machine, receipt printer, Speakers for OTC orders
Image displays the personnels, wifi routers and modems & CCTV units in the Dominos store

HP Computers: They are used to order supplies, track inventory, process payroll, and track sales
trends.

Swipe Machine: EDC machine (also known as a card swipe machine) is a payment terminal on
which the Personnel on counter can swipe or dip cards to receive payments. Since the card can be a
debit card or a debit card, the machine is also known as a credit card swipe machine or a debit
card swipe machine

LCD Displays: These are used to show seasonal menu offerings, live feeds or mouth-watering
advertisements to the customers.

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Landline Phones: The landline phones are used to take phone orders from the customers.

Receipt Printer: Receipt printers are an important part of Dominos point of sale (POS) system. They
are used to print credit card slips and customer receipts. They are also used receipt
printers to print off orders back in the kitchen or at the bar.

Speakers: They are used to inform the customers about their orders and to play music to create a
good ambience.

Cash Drawer: A locked register drawer that stores cash and is triggered to open by the PoS system
personnel.

Modems: Modems allow the PoS computer to communicate with the banks or credit card processing
centers to get the transaction approval. The modem also allows daily transaction totals to be sent to
other locations within the company such as corporate headquarters. Modems can be embedded
within the PoS computer system or can be attached externally to the PC.

CCTV Units: It is used for overseeing the food, the staff, the environment and most importantly, the
safety of everyone in the outlet.

Figure 10: Dominos Hardware for 1 Outlet

Figure 11: Cost Analysis for 1 Outlet

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Manpower Deployed
Domino’s Pizza operations are extraordinarily dependent on timely and accurate reporting. The
Franchise Office System significantly includes push reporting of daily numbers to store managers
and supervisors. It also dramatically decreases the time required for Payroll and Accounting
functions. The software aids each franchisee in sales analysis as well as validation of accounting
data before it is loaded into the franchisee’s accounting system.

Franchisees using the software reduced the time required to process payroll by up to 80% (from 25
hours down to 3 or 4 hours for a 70 store franchisee).

Managers and Supervisors of stores get a quick daily over view of key performance indicators
helping them reduce food and labor costs quickly. They can drill down into hourly performance
numbers to ensure they have the right staffing at the right time. Domino's turnover crusade started
in 1999 when Mr. Brandon was named CEO. His first day at Domino's, he asked about the company's
turnover rate. He was told it was 158 percent. "Honest to God, I almost fainted," he says.

After doing some math, he realized Domino's was recruiting, hiring and training 180,000 people a
year at the time, including those at franchise stores.

Domino's has about 15,000 employees; another 135,000 work at its franchisees. Many are part-
timers _ students or workers with other jobs who need extra income and a flexible schedule.

Hoping to pick better managers, Domino's implemented a new test. Those seeking promotion to that
job have to take a 30-minute online evaluation of their financial skills and management style. Do
they understand terms such as "break even" and "cash flow?" How would they manage a poorly
performing employee? Candidates then receive training on their weak points.

To help managers keep track of their best and worst performers, Domino's rolled out a new in-store
computer system. The screens, which everyone in the store can see, constantly update statistics such
as the average order size for each employee and how long it's taking to get a pizza out the door.

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 CHAPTER 6
NETWORKING AND DOCUMENTATION

This chapter covers the networking and documentation requirements of Domino’s.

To organize demand forecasting the following steps are followed:

 Updating data in demand planning software.

 Calculation of forecast by using existing data.
 Result: Suggestions of safety stock, order QTY, order period etc. are generated.
 Approval of estimates and forwarding the same to Dominos ERP system to execute them further
Networking and Documentation.
 Documentation in software engineering is the umbrella term that encompasses all written
documents and materials dealing with a software product’s development and use. All software
development products, whether created by a small team or a large corporation, require some
related documentation. And different types of documents are created through the whole software
development lifecycle (SDLC). Documentation exists to explain product functionality, unify
project-related information, and allow for discussing all significant questions arising between
stakeholders and developers. On top of that, documentation errors can set gaps between the
visions of stakeholders and engineers and, as a result, a proposed solution won’t meet stakeholders
expectations. Consequently, managers should pay a lot of attention to documentation quality.
 Documentation at Dominos is an ongoing process and they keep it up to date as and when a
requirement arises taking in a collaborative effort of all the team members.

Figure 12: Documentation Types

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All software documentation can be divided as follows:

 Product documentation: It describes the product that is being developed and provides
instructions on how to perform various tasks with it. Product documentation can be broken down
into:

 System documentation and User documentation: System documentation: System

documentation provides an overview of the system and helps engineers and stakeholders
understand the underlying technology. It usually consists of the requirements document,
architecture design, source code, validation docs, verification and testing info, and a
maintenance or help guide. Some of the details of the main sub-parts:
 Requirements document: It provides information about the system functionality. Generally,
requirements are the statements of what a system should do. It contains business rules, user
stories, use cases, etc.
 Software architecture document: It includes the main architectural decisions for an effective
design like the design document template, architecture principles, solution details, user story
description etc.
 Source code document: It is a technical section that explains how the code works. While it’s
not necessary, the aspects that have the greatest potential to confuse should be covered. The
main users of the source code documents are software engineers.
 Quality assurance documentation: It is a document that describes the software testing
approach to achieve testing objectives. This document includes information about team
structure and resource needs along with what should be prioritized during testing.
 User documentation: It covers manuals that are mainly prepared for end-users of the product
and system administrators. User documentation includes tutorials, user guides, troubleshooting
manuals, installation, and reference manuals.

 End Users: The documentation created for end-users explains in the shortest way possible how
the software can help solve their problems. Some parts of user documentation, such as tutorials
and onboarding, in many large customer-based products are replaced with onboarding training.
Nevertheless, there are still complex systems remaining that require documented user guides
 System administrators: These documents don’t need to provide information about how to operate
the software. Usually, administration docs cover installation and updates that help a system
administrator with product maintenance.
 Process documentation: It covers all the activities surrounding the product development. The
value of keeping process documentation is to make development more organized and well-
planned. This branch of documentation requires some planning and paperwork both before the
project starts and during the development. Here are common types of process documentation:
 Plans, estimates, and schedules: These documents are usually created before the project starts
and can be altered as the product evolves.
 Reports and metrics: Reports reflect how time and human resources were used during
development. They can be generated on a daily, weekly, or monthly basis. Consult our article on

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 agile delivery metrics to learn more about process documents such as velocity chats, sprint
burndown charts, and release burndown charts.
 Working papers: These documents exist to record engineers’ ideas and thoughts during project
implementation. Working papers usually contain some information about an engineer’s code,
sketches, and ideas on how to solve technical issues. While they shouldn’t be the major source of
information, keeping track of them allows for retrieving highly specific project details if needed.
 Standards: The section on standards should include all coding and UX standards that the team
adheres to along the project’s progression.
 The main difference between process and product documentation is that the first one record the
process of development and the second one describes the product that is being developed

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 REFERENCES

[1] Domino’s. (2019, November. 09). Domino’s Website [Online].

Available: https://www.dominos.co.in/.

[2] Academia. (20014, Jul. 14). The Domino’s Pizza Case Study [Online].
Available: https://www.academia.edu/11437831/Dominos_Pizza_Case_Study.

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