Before I carried out my observation, I had a short communication with the Domino's Pizza franchise outlet's manager, Mr. Yuli Swyara, to ask for the permission to take video beside the counter. Unfortunately, I failed to do so. The manager did not allow me to take video in the shop because they worried this action may disturb their customers. Moreover, it was not very spacious for me to stand over there.
So, I chose a seat which is located beside the entrance so that I could have enough time to observe and record down all processes before customers quit. Moreover, the position of seat had a clear viewing to the counter and around the shop.
Below is the video that I took in the Domino's Pizza secretly.
The clear viewpoint for observing what customer bought.
I can see what customers bought along the pathway
In order to achieve best data for my research, I decided to meet the manager again to discuss about it. During the discussion, Mr. Yuli Swyara was very nice and helpful by providing me all useful information that I wanted. He told me average hourly of insider, the prime time which will have many customers, average number of pizzas sold hourly, and so on.
Therefore, I made the decision to observe on 8 things, which are:
- Number of Domino's kitchen insiders which are responsible in preparing foods and beverages,
- Time for customer to make order,
- Number of pizza purchased by each customer,
- Number of side order purchased by the customer,
- Number of beverage purchased by the customer,
- Either the customer dine-in or take away,
- Time for customer to receive their purchased items, and
- Total waiting time of customer to get the purchased order
Today, I have to complete 5 sessions of observation for my research which consists of 1 hours and 15 minutes in total.
Let's see my result that I achieved from lunch hours which is 12.30pm - 1.45pm.
Bill No.
|
No.
of Kitchen Insider
|
Time
to Make Order
|
No.
of Pizza Bought
|
No.
of Side Order Bought
|
No.
of Beverage Bought
|
Dine-In (DI) or Take Away (TA)
|
Time
to Get Purchased Items
|
Total
Waiting Time (minutes)
|
1
|
4
|
12.32pm
|
4
|
-
|
-
|
TA
|
12.42pm
|
10
|
2
|
4
|
12.40pm
|
2
|
2
|
1
|
DI
|
12.59pm
|
19
|
Bill No.
|
No.
of Kitchen Insider
|
Time
to Make Order
|
No.
of Pizza Bought
|
No.
of Side Order Bought
|
No.
of Beverage Bought
|
Dine-In (DI) or Take Away (TA)
|
Time
to Get Purchased Items
|
Total
Waiting Time (minutes)
|
1
|
4
|
12.46pm
|
1
|
3
|
2
|
DI
|
1.02pm
|
16
|
2
|
4
|
12.59pm
|
2
|
1
|
-
|
TA
|
1.09pm
|
10
|
Bill No.
|
No.
of Kitchen Insider
|
Time
to Make Order
|
No.
of Pizza Bought
|
No.
of Side Order Bought
|
No.
of Beverage Bought
|
Dine-In (DI) or Take Away (TA)
|
Time
to Get Purchased Items
|
Total
Waiting Time (minutes)
|
1
|
5
|
1.01pm
|
3
|
2
|
-
|
TA
|
1.12pm
|
11
|
2
|
5
|
1.03pm
|
1
|
1
|
2
|
DI
|
1.20pm
|
17
|
3
|
5
|
1.08pm
|
1
|
-
|
-
|
TA
|
1.16pm
|
8
|
Session 5 : 1.30pm - 1.45pm
Bill No.
|
No.
of Kitchen Insider
|
Time
to Make Order
|
No.
of Pizza Bought
|
No.
of Side Order Bought
|
No.
of Beverage Bought
|
Dine-In (DI) or Take Away (TA)
|
Time
to Get Purchased Items
|
Total
Waiting Time (minutes)
|
1
|
5
|
1.44pm
|
4
|
3
|
1
|
DI
|
1.59pm
|
15
|
I was so lucky to meet a group of Tunku Abdul Rahman College (TARC) students who were having their lunch during session 5. They allowed me to take a photo for them for my research.
That is all for my first observation here and I will continue my second observation on tomorrow dinner hours.
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