Applied IT Assignment Phase 4 & 5

Running head: PHASE 3 1

PHASE 3 2

Phase 3

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Phase 3

The Domino’s Pizza is an organization that has demonstrated its ability to change the industry in terms of its effectiveness in service delivery. The Dominos Inc. focused in investing in technology in its operation and this is what made the company emerged the best in the market over the available competitors including Pizza Hut (Beer, 2022). The model used in solving the technology gap was looking on the weaknesses that are there on the competitors and leverage technology to serve the customers better. Domino’s Pizza invested in the marketing, sales, ordering and delivery systems knowing that the area is much critical in achieving competitiveness in the industry. The solution towards addressing the use of technology was first to inform the management and share a common goal that made it possible to have the resources that are needed to make the technology a success. One of the adopted design of implementation is the human resource that ensured that the employees have the skills and knowledge necessary to adopt technology and improve on service delivery.

Employee training and social networking have been implemented as part of Dominos Inc. Incorporated's knowledge management process through job rotations. A successful implementation of the job rotation schedule has been made possible because it is aligned with the organizational structure. On the organizational level of Dominos Inc. Incorporated there are four major divisions: marketing, finance and sales; operational; as well as cross-functional (Beer, 2022). There can be no success in an organization without innovation and re-use of existing knowledge. The importance of knowledge sharing and management cannot be underestimated, even though many companies see innovation as an attractive strategy for maintaining a competitive edge in the marketplace. Companies must be able to strike a delicate balance between knowledge management and innovation in order to survive a competitive marketplace.

Sharing and exchanging information between employees of a company improves their abilities and, as a result, the overall efficiency of the company. It is therefore possible for Dominos Inc. incorporated to use knowledge management as a toll in order to establish a long-term competitive advantage. The existing knowledge management process needs to be changed in order to give Domino’s Pizza incorporated a long-term competitive advantage if the company decides to make it a strategic issue in terms of knowledge management. The technologies that are implemented currently in Dominos Inc. was driven by the fact that knowledge sharing and management design was a success (Sheehan, 2014). The employees’ knowledge is an important resource that was needed in having the technology and innovation in the organization a success. The management of the company could agree on integrating technology into its operations in order to gain a competitive advantage. When it comes to business strategies, information communication technology is a good one to consider. The management of Domino’s Pizza Incorporation will be able to effectively integrate codification strategy into its knowledge management through the use of information technology. Tacit knowledge can be made explicit through the use of codification strategy. Tactic knowledge, according to this theory, is information that a person has access to but does not consciously use when performing various tasks (kmh19, 2019). Customer satisfaction is a top priority for Domino’s Pizza Incorporated's management team, which is why the company only hires the most qualified employees.

In order to gain a competitive advantage, a company must be able to satisfy its customers' needs. Customer focus may be an option for the company's management as it seeks a competitive advantage through the integration of knowledge management. A company's most valuable asset is its customers, which is what the term "customer focus" means (Sheehan, 2014). This means that all of the work done by employees in the various departments of the organization is geared toward the customer's needs. Employees in organizations will be better able to understand customers if they incorporate a customer focus. Since the customers' needs have been taken into consideration, they will be able to provide the best service possible. As a result, the level of customer satisfaction will go up. Customer loyalty grows as a result of a company's efforts to improve its customers' experience.

When a company's customers are more loyal, this translates into improved and sustainable sales growth, which in turn means higher profitability for the company. Management at Domino Incorporated should consider integrating information technology by implementing Customer Relationship Management (CRM) software into the company's computer network to effectively enhance knowledge management with regard to customer focus. The CRM software will help the company's employees better understand their customers. The company invested in the CRM software as a technology that ensure that the company is in a continuous communication or conversation with the consumers (kmh19, 2019). The technology that Domino’s Pizza implemented needed to offer the solution of addressing customer communication platform, serving the preferences of the customer and making sure that the customer is getting the best experience in service delivery. The technology that targets on having an effective delivery system is a target towards addressing the customer needs where they make sure that deliveries are made on time through an effective app and readily available delivery agent. In addition, the best order system were an app is used makes it easy that the customers are capable of ordering their foods through their mobile phones and get them delivered on time. The adoption of the GPS tracking technology was also done with the purpose of making sure that deliveries are done on time where the delivery staff are capable to navigate the locations that they are not familiar with and make sure that a customer receives what they ordered.

However, the technologies mentioned above are only possible in Domino’s Pizza Inc. since the model on having the needed human resource in the workplace worked. The company invested in the best hiring techniques to have passionate and ready-to-learn employees that are open to change especially in the introduced technology and innovation. The human resource invested in the workforce through training and education that was critical in knowledge gaining and sharing to make sure that all staff are conversant with the technology changes and make sure that the company remains competitive in the industry by following the technology trends and show the way for the other firms.

References

Beer, J. (2022). How Domino’s became A Tech Company. Fast Company. Retrieved 5 June 2022, from https://www.fastcompany.com/3030869/how-dominos-became-a-tech-company.

kmh19. (2019). Domino’s Pizza: Delivering Innovation and Profit - Digital Innovation and Transformation. Digital Innovation and Transformation. Retrieved 5 June 2022, from https://digital.hbs.edu/platform-digit/submission/dominos-pizza-delivering-innovation-and-profit/.

Sheehan, N. (2014). Pizza, Pizza, Pizza: A Competitive Strategy Exercise. Organization Management Journal, 11(1), 40-46. https://doi.org/10.1080/15416518.2014.897928