Conclusion

In the end of observation, I found that there are some significant services provided by Domino’s Pizza at order counter.

Take away and dine-in

First of all, most of the customers who wish to take away have the priority to get the food faster than those who want to have meals in the Domino’s Pizza restaurant. This can be proved by the faster receiving of ordered food by those customers who came late and ordered take away food than those who came earlier and ordered dine-in food. According to the result I obtained, 19 minutes was the longest waiting time for the customer who tends to dine-in, whereas 12 minutes was the longest waiting time for the customer who wishes to take away. Besides, customers are more likely to take away their foods as compared with dine in the Domino's Pizza.

Management of kitchen insider and cashier

Secondly, Domino’s Pizza has a well-organised management structure in assigning insiders for different tasks. Kitchen insiders of Domino’s Pizza play important roles in packaging, receiving delivery call, cooking, tossing the dough into a pizza by hand, putting the topping and sauces, and also operating all the machines. The hourly total sales of pizzas and side orders which are sold at order counter will be recorded down every day. This is because Domino’s Pizza can forecast and distribute an accurate number of kitchen insider hourly for everyday to come out an efficiency services. Based on my result, the number of kitchen insider also will increase when lunch hour and dinner hour. Moreover, the worker who works at counter has been trained before in order to have a good and polite communication with their customers.

Customers have to wait for so long to reach their turn

Lastly, most of the customers have to spend long time in waiting their turn to make order. This is because there is only one counter in process and customers are hesitant to make decision out of many choices. Besides, the cashier always will pause the process for take order from customers and then serve foods and beverages to the customer's table or place purchased foods and beverages into plastic bag. Thus, the process is slow even it known as fast food.

Analysis of Observation

The tables below is the analysis of my results from 10 sessions of observation,

	Session 1	Session 2	Session 3	Session 4	Session 5	Session 6	Session 7	Session 8	Session 9	Session 10	Total
Number of Kitchen Insider	4	4	5	5	5	7	7	7	7	7	58
Number of Sales Made	2	2	3	2	1	5	4	4	2	2	27
Number of Pizza Sold	6	3	5	3	4	15	8	9	5	3	61
Number of Side Order Sold	2	4	3	3	3	6	5	9	1	1	37
Number of Beverage Sold	1	2	2	3	1	5	5	3	2	1	25
Sales Which Dine-In	1	1	1	1	1	2	2	2	-	1	12
Sales Which Take Away	1	1	2	1	-	3	2	2	2	1	15
Total Waiting Time (minutes)	29	26	36	23	15	65	57	53	22	23	349

Descriptions

I had classified my whole observation into 2 categories, which is lunch hour (session 1-5) and dinner hour (session 6-10).

The number of kitchen insider during lunch hour is 23 people (40%), whereas the number of kitchen insider during dinner hour is 35 people (60%).

Here is the average number of kitchen insider,

Lunch Hour	Dinner Hour
Mean = 23/5 = 4.6 *4.6 round off to 5	Mean = 35/5 = 7

It was obvious that the number of kitchen insider increased from average 5 persons to 7 persons.  Thus, kitchen insiders are very busy during dinner hour.

The number of sales made during lunch hour is 10 (37%), whereas the number of sales made during dinner hour is 17 people (63%).

Here is the average number of sales made,

Lunch Hour	Dinner Hour
Mean = 10/5 = 2	Mean = 17/5 = 3.4 *3.4 round off to 3

This table shows that the number of sales made is an average of 2 during lunch hour, whereas the number of sales made is an average of 3 during dinner hour. Thus, dinner hour is the prime hour for this restaurant.

There are many types and choices of pizzas, side orders and beverages in the outlet. The number of pizzas, side orders and beverages sold are 61 (50%), 37(30%) and 25 (20%) respectively.

Here is the average number of pizza, side order and beverage sold,

Pizza	Side Order	Beverage
Mean = 61/10 = 6.1 *6.1 round off to 6	Mean = 37/10 = 3.7 *3.7 round off to 4	Mean = 25/10 = 2.5 *2.5 round off to 3

Based on the table, the average number of pizza is 6 and thus it is the food which is the best sell in the outlet. The average number of beverage is 3 and it shown that customers are less likely to purchase beverages.

The number of customers who dine-in is 12 persons (44%), whereas the number of customer who takes away is 15 persons (56%).

Here is the average number of customer who dine-in and take away,

Dine-In	Take Away
Mean = 12/9 = 1.3 *1.3 round off to 1	Mean = 15/9 =1.7 *1.7 round off to 2

This table shows that the average number of customers who are takes away their foods is 2 persons. Therefore, most of the customers more prefer take away than having in the outlet.

The total waiting time during lunch hour is 129 minutes (37%), whereas the total waiting time during dinner hour is 220 minutes (63%).

Here is the average total waiting time during lunch hour and dinner hour,

Lunch Hour	Dinner Hour
Mean = 129/5 = 25.8 *25.8 round off to 26	Mean = 220/5 = 44

Based on the table, the total waiting time is large during dinner hour with an average of 44 minutes. Thus, during dinner hour, the whole process from make order to get the purchased foods is very slow. 

The bar chart shows that customer who tends to dine in the restaurant has to wait 19 minutes start from make order. On the other hand, customer who wishes to take away has to wait 12 minutes.

Lunch Hour

	Session 1		Session 2		Session 3		Session 4		Session 5
	Time to Make Order	Time to Get Purchased Items	Time to Make Order	Time to Get Purchased Items	Time to Make Order	Time to Get Purchased Items	Time to Make Order	Time to Get Purchased Items	Time to Make Order	Time to Get Purchased Items
First Customer	12.32pm (TA)	12.42pm (TA)	12.46pm (DI)	1.02pm (DI)	1.01pm (TA)	1.12pm (TA)	1.17pm (DI)	1.33pm (DI)	1.44pm (DI)	1.59pm (DI)
Second Customer	12.40pm (DI)	12.59pm (DI)	12.59pm (TA)	1.09pm (TA)	1.03pm (DI)	1.20pm (DI)	1.22pm (TA)	1.29pm (TA)	-	-
Third Customer	-	-	-	-	1.08pm (TA)	1.16pm (TA)	-	-	-	-
Fourth Customer	-	-	-	-	-	-	-	-	-	-
Fifth Customer	-	-	-	-	-	-	-	-	-	-

(Dine-In = DI ; Take Away = TA)

Dinner Hour

	Session 6		Session 7		Session 8		Session 9		Session 10
	Time to Make Order	Time to Get Purchased Items	Time to Make Order	Time to Get Purchased Items	Time to Make Order	Time to Get Purchased Items	Time to Make Order	Time to Get Purchased Items	Time to Make Order	Time to Get Purchased Items
First Customer	8.31pm (DI)	8.48pm (DI)	8.47pm (DI)	9.03pm (DI)	9.03pm (DI)	9.20pm (DI)	9.19pm (TA)	9.31pm (TA)	9.31pm (DI)	9.46pm (DI)
Second Customer	8.35pm (TA)	8.45pm (TA)	8.50pm (DI)	9.09pm (DI)	9.06pm (TA)	9.17pm (TA)	9.22pm (TA)	9.32pm (TA)	9.36pm (TA)	9.44pm (TA)
Third Customer	8.38pm (TA)	8.49pm (TA)	8.53pm (TA)	9.04pm (TA)	9.10pm (DI)	9.25pm (DI)	-	-	-	-
Fourth Customer	8.41pm (TA)	8.52pm (TA)	8.58pm (TA)	9.09pm (TA)	9.13pm (TA)	9.23pm (TA)	-	-	-	-
Fifth Customer	8.44pm (DI)	9.01pm (DI)	-	-	-	-	-	-	-	-

(Dine-In = DI ; Take Away = TA)

These tables show that the customers who are takes away the foods will get it faster than the customers who are dine in the restaurant.