Why can’t Government serve as well as Domino’s Pizza?

Jonathan Jansen, Rector and Vice-Chancellor of the University of the Free State, recently wrote a column about the great service at Domino’s pizza.

Jansen asked if this could be replicated in other places that needs better service, such as government departments.

The Money Show’s Bruce Whitfield interviewed Carlo Gonzaga, CEO of Taste Holdings.

Scroll down for quotes from the audio below.

For those who think terrible service is in our blood, think again. Yet what do these overseas franchises do that change a typically lacklustre, lazy and lugubrious service culture into this world-class service delivery machine? I suspect they select the best people for the job with their supposed maxim, "Hire for attitude, train for skills". Then they induct their young workers into the culture of the organisation - standard uniform, clean environment, customer first. They train them well, matching passion with competence. They provide simple incentives to excel, such as the 30-minute free delivery guarantee. They place these workers in a brightly lit, computerised environment where even the passage of your pizza on the electronic board holds the workers to account. Everybody is moving all the time, not a minute wasted.

Jonathan Jansen

It's going to get much better as Burger King, Domino's Pizza and the coming Dunkin Donuts begin to replace the inefficient, lumbering corner shops who took you for granted for all these years. Those old, tired-looking local outlets are either going to up their game and outcompete these newcomers or they will simply peter out of existence. In the process these visiting companies might very well begin to have an impact on our service cultures and produce a new generation of optimistic workers whose sense of the customer changes our very expectations of ourselves.

Jonathan Jansen

Now if only there was a public service equivalent of these fast-food franchises - like one to take over the postal services or Home Affairs, and one to run the department of education in the Eastern Cape.

Jonathan Jansen

The secret is in the people.

Carlo Gonzaga, CEO of Taste Holdings

It’s about hiring right and valuing your people.

Carlo Gonzaga, CEO of Taste Holdings

These lessons are applicable in any service environment.

Carlo Gonzaga, CEO of Taste Holdings

How do you create responsibility for the higher purpose at every level?

Carlo Gonzaga, CEO of Taste Holdings

Subscribe to our Business Wrap Newsletter


This article first appeared on 702 : Why can’t Government serve as well as Domino’s Pizza?


Recommended

by NEWSROOM AI
Read More
South Africa can have cheap electricity, forever! – former Eskom engineer

South Africa can have cheap electricity, forever! – former Eskom engineer

The Money Show’s Bruce Whitfield interviews Dr Tobias Bischof-Niemz, CEO at ENERTRAG South Africa.

'Drop shipping' - the shady side of connecting buyers with sellers on the web

'Drop shipping' - the shady side of connecting buyers with sellers on the web

The web was supposed to connect buyers to sellers, but not like this.

Meet Sandile Shabalala, CEO of black-owned and controlled TymeBank

Meet Sandile Shabalala, CEO of black-owned and controlled TymeBank

TymeBank has no branches and no monthly fees. Most transactions are free. Bruce Whitfield interviews its CEO.

Buying a used car? New app sends mechanic to inspect it before you decide

Buying a used car? New app sends mechanic to inspect it before you decide

Hanru Reyneke is on a mission to disrupt the used-car industry in South Africa by providing peace of mind to punchdrunk consumers.

How to get off the Eskom grid

How to get off the Eskom grid

Homes and businesses… Grahame Cruickshanks (Green Building Council SA) offers advice on freeing yourself from Eskom.

Billionaire gives away R100 billion, leaving only 0.0002% of fortune for himself

Billionaire gives away R100 billion, leaving only 0.0002% of fortune for himself

You've probably never heard of Chuck Feeney. Nevertheless, he’s one of the strangest, most impactful people who has ever lived.

Popular articles
Eskom: WhatsApp message about Thursday 'blackout' is fake news

Eskom: WhatsApp message about Thursday 'blackout' is fake news

Eskom's head of generation, Andrew Etzinger, says the WhatsApp message doing the rounds about a blackout is misinformation.

What are the rules and regulations when it comes to owning a generator?

What are the rules and regulations when it comes to owning a generator?

A listener on the Afternoon Drive has shared his frustrations with a neighbor's noisy generator and the health risks it posed.

Eskom and authorities have to plan for worst case scenario, says energy expert

Eskom and authorities have to plan for worst case scenario, says energy expert

Analyst Chris Yelland says South Africans should be comforted and not alarmed by the fact that Eskom has made contingency plans.

SA second most stressed nation in the world - Here's what you can do about it

SA second most stressed nation in the world - Here's what you can do about it

Health and Performance Educator and Consultant, Richard Sutton discusses methods for de-stressing.

Distraught caller describes harrowing experience on Baden Powell Drive

Distraught caller describes harrowing experience on Baden Powell Drive

A CapeTalk caller explained to Lester Kiewit how he went through flames and over rocks, and debris to escape his car being stoned.

What's next with Jacob Zuma's corruption charges trial?

What's next with Jacob Zuma's corruption charges trial?

Investigative journalist, Karyn Maughan, reflects on a year since charges against former President Jacob Zuma were reinstated.

Here's how to check your load shedding schedule in Cape Town

Here's how to check your load shedding schedule in Cape Town

Eskom has warned that more power cuts can be expected as maintenance continues over the next twelve months.