hr dominos pizza
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A PROJECT REPORT
ON
HUMAN RESOURCE
OF
DOMINOS PIZZA
Submitted in partial ulillment !r t"e de#ree !
P$DM
POST $RADUATE DIP%OMA IN MANA$EMENT
&'(()*'(++,
Submitted T!- Submitted ./-
Mrs. Mukta Keskar Jyoti Mishra PGDM (HR)
SINH$AD INSTITUTE OF MANA$EMENT
0AD$AON PUNE *1++(1+
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CERTIFICATE
T"i2 i2 3erti/in# t"at t"e pr!4e3t entitled 5HUMAN RESOURCE6 i2 a b!naide
7!r8 d!ne under t"e #uidan3e ! MRS9 MU:TA :ES:AR b/ J;OTI MISHRA in
t"e partial ulillment ! re
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AC:NO=%ED$EMENT
It i2 a #reat plea2ure and pri>ile#e !r me t! pre2ent rep!rt entitled 5HUMAN
RESOURCE ASPECT 59
I 7!uld li8e t! e?pre22 m/ 2in3ere #ratitude t! Mr29 Mu8ta 8e28ar 7"! "a2 >er/
8indl/ #uided me !r t"i2 pr!4e3t rep!rt9
I e?tend m/ #ratitude t!7ard2 m/ in2titute SINH$AD INSTITUTE OF
MANA$EMENT !r "elpin# me t! 2u33e22ull/ 3!mplete t"e pr!4e3t 7!r89
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COMPAN; PROFI%E
DOMINOS PIZZA
Domino's Pizza is an international ast oo! "izza !eli#ery $or"oration. %t &as oun!e!
y om Monahan. here are $urrently aout *+,-- $or"orate an! ran$hise! stores in ,,
$ountries+ in$lu!in all ,- / states. %t &as the se$on!0larest "izza $hain ehin! Pizza
Hut in the nite! /tates. %n 1+ the irst Domino's Pizza ran$hise store o"ene! in
4"silanti. Domino5s $ontinue! to ro& an! in 1* o"ene! its 2--th store.
6n May 13+ 1*3+ Domino's o"ene! its irst international store+ in 7inni"e+
8ana!a. hat same year+ Domino's o"ene! its 1+---th store o#erall+ an! y 1,
Domino's ha! 1+--- international lo$ations. %n 1*+ ater 3* years o o&nershi"+
Domino's Pizza oun!er om Monahan announ$e! his retirement an! sol! 3 "er$ent o
the $om"any to 9ain 8a"ital+ %n$. or aout :1 illion an! $ease! ein in#ol#e! in !ay0
to0!ay o"erations o the $om"any. ; year later+ the $om"any name! Da#i! ;.
9ran!on 8hairman an! 8hie 2.3, million) "er year. ;s o
/e"temer 2--+ it has *+23* stores &hi$h totale! /:1.? illion in ross in$ome. %n
2--+ Domino's intro!u$e! its @eterans an! Deli#erin the Dream ran$hisin "rorams
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an! also rolle! out its online an! moile or!erin sites. %n 2--1 the $om"any's stores
in Ae& 4ork 8ity an! 7ashinton D.8. "ro#i!e! more than 12+--- "izzas to relie
&orkers ollo&in the /e"temer 11 atta$ks on the 7orl! ra!e 8enter an! he
Pentaon. hrouh a mat$hin un!s "roram+ the $or"oration !onate! :3,-+--- to the
;meri$an Re! 8ross' !isaster relie eort.
Leading industry publication Pizza Today magazine named Dominos Pizza
"Chain of the Year" in 200!
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KEY INFORMATION
T/pe0 Puli$ (A4/
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DOMINOS PIZZA TIME%INE
+)(
om Monahan an! his rother James "ur$hase EDomini$k5s+E a "izza store in 4"silanti+Mi$hian. Monahan orro&e! :,-- to uy the store.
+)+
James tra!es his hal o the usiness to om or a @olks&aen 9eetle.
+)
om Monahan is sole o&ner o $om"any+ an! renames the usiness EDomino's Pizza+%n$.E
+)
he irst Domino's Pizza ran$hise store o"ens in 4"silanti+ Mi$hian.
+)
8om"any hea!Fuarters an! $ommissary are !estroye! y ire. irst Domino's storeoutsi!e o Mi$hian o"ens in 9urlinton+ @ermont.
+)
;mstar 8or".+ maker o Domino /uar+ institutes a tra!emark inrinement la&suitaainst Domino's Pizza. %n 1*-+ e!eral $ourt rules Domino's Pizza !i! not inrine on
the Domino /uar tra!emark.
+)G
Domino's irst international store o"ens in 7inni"e+ 8ana!a. he 1---th Domino's storeo"ens. he irst Domino's store o"ens on the ;ustralian $ontinent+ in ueens lan!+;ustralia.
+))(
Domino's Pizza sins its 1+---th ran$hise.
+))'
Domino's rolls out 9rea!sti$ks+ the $om"any's irst national non0"izza menu item.
+))
Domino's Pizza %nternational o"ens its 1+---th store.irst store o"ens on ;ri$an$ontinent+ in 8airo+
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+))
Domino's laun$hes another in!ustry inno#ation+ Domino's Heat 7a#e+ a hot a usin"atente! te$hnoloy that kee"s "izza o#en0hot to the $ustomer's !oor.
'(((
Domino's Pizza %nternational o"ens its 2+---th store outsi!e the nite! /tates.Domino'sPizza $elerates ?- years o inno#ation an! !eli#erin "izza to homes aroun! the &orl!.
'((
Domino5s Pizza intro!u$es 9ro&nie /Fuares I &arm+ !eli$ious+ ite0size! ro&nies!eli#ere! &ith a u!e !i""in sau$e.
'((
Domino5s rolls out online an! moile or!erin.
D!min!2 Pia India %imited
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he $om"any ha! een "romote! y Mr./hyam /. 9hartia an! Mr. Hari /.9hartia
o the Juilant 6ranosys Grou" (ormally @am 6rani$ Grou").
he 8om"any &as in$or"orate! in Mar$h 1,.
he irst Domino's Pizza store in %n!ia as o"ene! in January 1+ at Ae& Delhi
an! to!ay ater nine years Domino's Pizza %n!ia has ro&n into a $ountry&i!e
net&ork o o#er 22- outlets in ?2 $ities.
Domino5s has a youn an! enthusiasti$ team o o#er 2+1-- em"loyees.
Domino5s Pizza %n!ia has een $onsistently rate! amonst the to" 2
"izza $hains &orl!&i!e in the Domino5s amily y Domino5s %nternational+ in
terms o Fuality o o"erations.
8ustomers $an or!er their "izzas y $allin the sinle $ountry&i!e EHuner
Hel"lineE 0 1--01110123 an! Domino5s &as the irst one to start this a$ility or
its $ustomers.
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HUMAN
RESOURCE
DOMINOS 0A%UES
Pla3e t"e 3u2t!mer e?perien3e at t"e 3!re ! all 7e d!
heir $ustomers are the reason or their e=isten$e. hey !emonstrate their a""re$iation y
"ro#i!in them &ith hih Fuality oo! an! su"erior ser#i$e+ in a $lean+ &el$omin
en#ironment+ at a reat #alue.
3!mmitted t! t"eir pe!ple
Pro#i!e o""ortunity+ nurture talent+ !e#elo" lea!ers an! re&ar! a$hie#ement. hey
elie#e that a team o &ell0traine! in!i#i!uals &ith !i#erse a$kroun!s an! e="erien$es+
&orkin toether in an en#ironment that osters res"e$t an! !ri#es hih le#els o
enaement+ is essential to $ontinue! su$$ess.
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.elie>e in t"e D!min!2 S/2tem
9usiness mo!el+ !e"i$te! y the three0lee! stoolL o o&nero"erators+ su""liers+ an!
$om"any em"loyees+ is their oun!ation+ an! the alan$e o interests amon the three
rou"s is key.
Operate t"eir bu2ine22 et"i3all/
/oun! ethi$s is oo! usiness. ;t Domino5s+ they $on!u$t their usiness to hih
stan!ar!s o airness+ honesty+ an! interity. hey are in!i#i!ually a$$ountale an!
$olle$ti#ely res"onsile.
$i>e ba38 t! t"eir 3!mmunitie2
ake the res"onsiilities that $ome &ith ein a lea!er. hey hel" their $ustomers uil!
etter $ommunities+ su""ort Domino5s House 8harities+ an! le#erae their size+ s$o"e an!
resour$es to hel" make the &orl! a etter "la$e.
$r!7 bu2ine22 pr!itabl/
Domino5s is a "uli$ly tra!e! $om"any. ;s su$h+ they &ork to "ro#i!e sustaine!
"roitale ro&th or their sharehol!ers. his reFuires a $ontinuin o$us on their
$ustomers an! the health o their system.
Stri>e 3!ntinuall/ t! impr!>e
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%t is a learnin oranization that aims to anti$i"ate an! res"on! to $hanin $ustomer+
em"loyee an! system nee!s throuh $onstant e#olution an! inno#ation.
A HEA%TH; STANDARD
2--*0- marke! a rein#ioration or Domino5s Pizza+ &ith a reo$us on the $ore as"e$ts
o usiness "ro!u$t+ ser#i$e an! imae. ;s ;ustralia5s numer one "izza
$om"any+they &ant to lea! the &ay an! set a hih stan!ar! o their o&n. rom the
minute $ustomers &alk into a store they &ant them to noti$e a !ieren$e. he
einnin o this Nourney &as in Ao#emer 2--* &hen Domino5s im"lemente! 1-
ne& initiati#es an! hel! a simultaneous trainin !ay &ith all stores a$ross ;ustralia
an! Ae& Cealan!. his &as ollo&e! y the su$$essul laun$h o ne& menu an!
they are $ommitte! to e#ol#in "ro!u$t oerin &hile still oerin the same reat
#alue to $ustomers. 9y $ontinuin to lit their ame an! "ro#i!e outstan!in
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"ro!u$t+ ser#i$e &ith a smile an! an o#erall im"ressi#e imae they are !eli#erin a
etter o#erall e="erien$e to their $ustomer e#ery!ay o the year. Hihlihte!
!eli#ery usiness as one o the key !ri#ers o litin ser#i$e. 9y re!u$in !eli#ery
times there is a stron Oo&0on ee$t in in$rease! sales a$ross stores. 7hile they
still ha#e a lon &ay to o+they are "rou! o the ains they ha#e a$hie#e! !urin
the "ast 12 months.
Re3ruitin# 2uitable appli3ant2
Human Resour$es 0 ;t Domino5s Pizza Grou"+ re$ruitin an! retainin the est "eo"le
is "riority an! it5s the No o Human Resour$es to make sure that stay true to this
$ommitment. his !e"artment hel"s us to attra$t an! hol! onto the #ery est "roessionals
in the in!ustry &hi$h is an im"ortant "art o maintainin its lea!ershi" "osition.
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Working at Dominos
Domino's Pizza has e$ome the &orl! lea!er in "izza !eli#ery an! one o the most
su$$essulran3"i2e bu2ine22e2 7it" m!re t"an ((( 2t!re2 in ( plu2 internati!nal
mar8et2.
T"e Re3ruitment and Sele3ti!n Pr!3e22
he Domino5s Pizza Grou" t! re$ruitment "ro$ess $onsists o #arious staes an! is
!e"en!ent on the su$$ess rate o the #a$an$y. /hort listin &ill $ommen$e !e"en!ent
on a""li$ation an! the mat$hin o the reFuire! skills an! e="erien$e. 4ou &ill then e
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$onta$te! to e="lain the role in urther !etails an! i suitale+ an inter#ie& &ill e
arrane!.
urther inter#ie&s may o$$ur eore an oer is ma!e.
Due to hih #olumes o a""li$ations+ it is reretul that althouh they en!ea#our to
$onta$t all $an!i!ates rear!in the status o their a""li$ation+ they may e unale to
$onta$t e#eryone. % you are not 3!nta3ted 7it"in ' da/2o your sumittin your
a""li$ation+ it means that your a""li$ation has not een su$$essul on that o$$asion.
e*re3ruitment
%n Mar$h 2-- Domino5s laun$he! a !e!i$ate! e*re3ruitment 7eb2ite to hel" more than
2+,-- initial No #a$an$ies a$ross ?3? stores a$ross ;ustralia.
Ae& Cealan! ollo&e! shortly ater &ith more than ,-- a#ailale "ositions. %n the rst
&eek more than +(((( 4!b appli3ati!n2&ere re$ei#e!. or the rst time e#er+ the
&esite enale! "ros"e$ti#e No a""li$ants to lo on an! n! out e=a$tly &hat it5s like to
&ork or
Domino5s+ #ie& $urrent No #a$an$ies an! "lay an intera$ti#e !eli#ery !ri#er ame to
sho& Qit5s more un &ith us .he 2+,-- initial No #a$an$ies $ame as a result o the
su$$essul laun$h o the ne& menu earlier in the year. 7hile "ro#i!in all rele#ant
em"loyment inormation or No a""li$ations+d!min!24!b293!m9aualso eFui"s
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ran$hisees an! store manaers &ith all the rele#ant tools to re$ruit sta ee$ti#ely an!
Fui$kly at a store le#el. DominosNos.$om.au is no& their main re$ruitment tool &ith all
a#ailale Nos u"!ate! on the site reularly.
T"e .eneit2
hey re&ar! &orker5s talent &ith a $om"rehensi#e eneits "a$kae in$lu!inB
Safety
9onus s$heme in$or"oratin "roit
8ontriutory Pension /$heme
Pri#ate Me!i$al 8o#er (in$lu!in !ental $o#er)
%n$reasin holi!ay entitlements
;$$ess to DPG5s 6$$u"ational Health nurse$ounsellin
amily !ays+ rallies+ ree its #ia the %ntranet+ !ress !o&n ri!ay an! more
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SOCIA% RESPONSI.I%IT;
C;C%ONE %ARR;
7hen 8y$lone arry !e#astate! the $oast o ar Aorth ueenslan! in Mar$h 2--+
D!min!2 re2p!nded immediatel/. ; Domino5s relie team Oe& u" to Aorth
ueenslan! an! &orke! aroun! the $lo$k to make an! !eli#er o#er 2+,-- "izzas to
ee! the hunry resi!ents an! emeren$y ser#i$es #olunteers o %nnisail+ the small
to&n south o 8airns that ore the runt o arry5s ury.
SUPPORTIN$ %OCA% .USINESS
o$ally o&ne! an! o"erate!+ they stronly elie#e in i#in a$k to the $ommunity
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that has $hosen Domino5s as their numer one "izza "ro#i!er. hat it is a maNor su""orter
o lo$al armers an! in!ustries+ usin resh+ lo$al inre!ients an! "ur$hasin rom lo$al
su""liers &here#er "ossile.
SUPPORTIN$ COMMUNIT;
Domino5s is the "rin$i"al s"onsor o the ;4D;S a "roram that rins toether se$on!ary
s$hool lea!ers+ s$hool $a"tains an! #i$e $a"tains+ rom a$ross ;ustralia+ to "arti$i"ate in
lea!ershi" "rorams. ;4D; youth &ill !e#elo" to lea! oranisations su$h as Domino5s 0
an! they re$onise that in#estin in their nation5s youth is in#estin in its uture.
C"aritie2 O C"!i3e
Domino5s Pizza Grou" t! has sele$te! Make0;07ish oun!ation K+ as its $harity o
$hoi$e. Ma8e*A*=i2" F!undati!n U: rants &ishes to $hil!ren &ith lie threatenin
!iseases. %n %relan!+ Domino5s Pizza su""orts .arret2t!7n+ the $hil!ren5s $harity &hi$h
"ro#i!es me!i$ally en!orse! "roramme o arts+ a!#enture an! un a$ti#ities or $hil!ren
&ith serious illnesses.
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DOMINOS DOU$HRAISERS
Douhraisers are the Domino5s #ersion o un!raisin. D!u#"rai2er2 aim t! 2upp!rt
l!3al 3!mmunitie2 b/ rai2in# und2throuh the sale o "izza "ro!u$ts on a "arti$ular
!ay or a $hosen $harities+ s$hools+ s"ortin or $ommunity rou"s. Douhraisin
initiati#e is a #ital "art o its ran$hisees5 in#ol#ement &ithin lo$al $ommunities.
Douhraisin e#ents are Nust one &ay Domino5s+ its ran$hisees an! team memers i#e
a$k to the $ommunities &ho ha#e su""orte! .6#er the "ast 12 months Domino5s
stores a$ross ;ustralia an! Ae& Cealan! ha#e raise! thousan!s o !ollars or oo!
$auses+ here5s Nust a e&B
T 0i3t!rian .u2"re Relie
Red Cr!22 Can3er C!un3il2 Rela/ !r %ie
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Starli#"t F!undati!n2 Starli#"t Da/9
St!re T!ur2
Domino5s Pizza stores enNoy sharin their skills an! kno&le!e &ith lo$al "eo"le an!
en$ourae s$hools an! $ommunity rou"s to $ome an! #isit stores to see ehin! the
s$enes.
Many #isitors learn "!7 t! ma8e pia 7it" t"e D!min!2 e?pert2Khere is theme
store tours a$$or!in to rele#ant $lassroom to"i$s or matters o interest an! like to &ork
$losely &ith oranizers to make sure that the e="erien$e is un+ interestin an!
inormati#e.
Pa2t pr!4e3t2 underta8en b/ pe!ple ! all a#e2 "a>e in3luded LSaet/ @
"/#ieneLInternati!nal Fla>!ur2 QRunnin ; Pizza Deli#ery /tore5 an! Qra#elin
he 7orl! or he inest %nre!ients5.
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here are many other to"i$s to $hoose rom an! store manaer $an tailor somethin
s"e$ii$ to yourre
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the store. his is so im"ortant to usiness that they !e#elo"e! EDomino's Pizza Pre"
/$hoolE or 7orl! Resour$e 8enter team memers to i#e them store o"erations
kno&le!e. T"i2 pr!#ram earned D!min!2 a Ste>ie r!m t"e Ameri3an .u2ine22
A7ard29
Team member trainin#
eam memer trainin $ontinues to e a key o$us area or Domino5s+ "arti$ularly as
kee" on em"loyin more an! more ne& team memers a$ross its markets. %ts !nline
trainin# t!!l DOTTI 7"i3" be#an in Au2traliaan! Ae& Cealan! in 2--+ &as
laun$he! in he Aetherlan!s usin a lanuae translator to Dut$h. 7ith the D6%
system also a#ailale in ren$h+ the uture oal is to ha#e all team memers $onne$te!.
his &ill "ro#i!e Domino5s &ith the aility to re"ort on all as"e$ts o trainin usin one
system rom any&here in the &orl!. Domino5s orums+ an internal inormation sharin
system similar to a$eook+ rea$he! 2-+--- team memers "osts !urin 2--*0-.
his un$tion $reates an imme!iate !ataase o inormation sharin+ rom reat i!eas+ to
Fuestions that em"loyees or manaers ha#e. %t is a >aluable 8n!7led#e ba2e !r
2tru3turin# and tra38in# team member trainin#9
Pia C!lle#e 3!ntinue2 t! be an inte#ral part ! !ur 2t!re mana#er trainin#96#er
the "ast 12 months they ha#e also e=ten!e! Pizza 8ollee to Domino5s hea! o$e
em"loyees so e#en the "eo"le &ho &ork ehin! the s$enes ha#e the kno&le!e o instore
roles an! o"erations. %t5s our $ommitment to kno&in all le#els o the Domino5s usiness.
HR De>el!pment Pr!#ram
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he !e#elo"ment "roram in the Domino5s Peo"le irst !e"artment is a uniFue
o""ortunity or early $areer human resour$e "roessionals to $om"lete a !eine! $areer
!e#elo"ment "lan+ ainin kno&le!e an! e="erien$e in all $a"a$ities o the iel!.
Domino5s Pizza is $ommitte! to the !e#elo"ment o the "arti$i"ants an! has "ur"osely
sele$te! "ositions that su""ort their "roression &ith the e="e$tation that in#estin in the
uture lea!ers o the !e"artment. he "roram is only su$$essul i the "arti$i"ant is
eFually $ommitte! to their !e#elo"ment an! res"onsiilities. Domino5s e="e$t $an!i!ates
to et as mu$h as they $an rom ea$h rotation an! &illinly su""ort the $om"any5s
oNe$ti#es+ no matter &here the "osition is lo$ate!.
Ea3" parti3ipant i2 re
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Additi!nal A22i#nment2-
ran$hiseer/an! $an in! it almost
e#ery&here on the "lanet+ ro&in to'1 2t!relo$ations &orl!&i!e in more than ,,
$ountries.
T"at 8ind ! #r!7t" d!e2nt "appen b/ a33ident9 It ta8e2 leader2"ip 3!mmitment
and an e>er*e>!l>in# team ! pa22i!nate pe!ple 7"! l!>e 7"at t"e/ d!9heir su$$ess
is a$$om"lishe! &hen e=$e"tional team memers 767 their $ustomersV
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C!mpan/2 C"ariman and CEO is on! o sayin the "izza $om"any &ith the est
"eo"le &ill &in.L 8learly+ the team memers in !omino5s stores &ho make+ ake an! take
more than one million "izzas to $ustomers5 !oorste" e#ery !ay are the a$kone o the
$om"any.
he Domino's Pizza eam is har! &orkin+ $ommitte! to e=$ellen$e an! serious aout
ha#in un. T"ere are m!re t"an +(((( team member2 empl!/ed b/ (( 3!rp!rate*
!7ned 2t!re2 a system o ,+---W !omesti$ ran$hise0o&ne! stores an! international
ran$hise ase that o"erates more than 3+--- stores in more than ,, $ounties aroun! the
loe. 6 those+ 13+--- are $or"orate team memers+ an! more than ?-- at the 7orl!
Resour$e 8enter in ;nn ;ror+ Mi$hian.
C!ntinuin# Su33e22
hrouh the eorts o a !e!i$ate! team+ Domino5s Pizza oers reat No o""ortunities
an! lon0term $areer o"tions to ro& an! su$$ee!. hey are lookin or the est "eo"le to
!ri#e their usiness manaers+ store $re& an! $or"orate team memers &ith stron
&ork ethi$+ $hara$ter+ "assion+ interity an! !e!i$ation to !eli#erin resultsV
.uildin# t"e net7!r8
Aee! or Fuality team memers is ra"i!ly ro&in as Domino5s e="erien$es the stronest
e="ansion in history+ so re3ruitment and trainin# pr!#ram2 pla/ an e22ential r!le in
identi/in# and nurturin# team member2 t! "elp b!!2t #r!7t"9
A#e i2 n! barrier at D!min!29they look or "eo"le &ho are !ri#en to su$$ee!+ &ith the
riht a""roa$h to har! &ork an! a enuine !esire to learn. %n a$t+ many ran$hisees
2,
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an! memers o the Domino5s lea!ershi" team starte! as "izza !eli#ery !ri#ers an!
"izza makers.
CONC%USION
It "a2 2u33e22ull/ e2tabli2"ed it2 mar8et be3au2e !*
T"eir be2t 2er>i3e2
Empl!/ee2 be"a>i!r
%!3aliin# t"e menu
Deli>er/ S/2tem
Re3ruitment p!li3/
.eneit2 t! empl!/ee2
2
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