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
How to make best use of your year-end bonus

How to make best use of your year-end bonus

The Money Show’s Bruce Whitfield interviews Warren Ingram, Personal Financial Advisor and Executive Director at Galileo Capital.

UK politics descends into chaos as Tories trigger no confidence vote against May

UK politics descends into chaos as Tories trigger no confidence vote against May

The Money Show’s Bruce Whitfield interviews Prof Raymond Parsons (Economist at NWU Business School) and EWN's Alex Eliseev.

The best things to listen to this holiday

The best things to listen to this holiday

What music can do for the soul, podcasts can do for the mind.

How RMB went from 'too poor to buy a photocopier' to the largest bank in SA

How RMB went from 'too poor to buy a photocopier' to the largest bank in SA

Bruce Whitfield sat down with GT Ferreira, Laurie Dippenaar and Paul Harris, the inspirational founders of Rand Merchant Bank.

10 most-read articles of 2018 from Bruce Whitfield's The Money Show

10 most-read articles of 2018 from Bruce Whitfield's The Money Show

It's interesting to see which The Money Show articles were most widely read in 2018; a very tough year for the economy.

Research proves networking doesn’t work (if you try it with strangers)

Research proves networking doesn’t work (if you try it with strangers)

Review of “Friend of a Friend: Understanding the Hidden Networks That Can Transform Your Life and Your Career” by David Burkus.

Popular articles
[WATCH] SA choir joins Beyonce on stage at Global Citizen Festival

[WATCH] SA choir joins Beyonce on stage at Global Citizen Festival

The international superstar was joined on stage by a South African choir singing Halo.

[LISTEN] 'I spent 12 years in jail for a murder I didn't commit'

[LISTEN] 'I spent 12 years in jail for a murder I didn't commit'

In 1990 Raphael Rowe was convicted and jailed for a murder he didn't commit. He shares his story with Sara-Jayne King.

Cause of capsized catamaran outside CT harbour under investigation

Cause of capsized catamaran outside CT harbour under investigation

All eight people, including tourists and crew, were safely rescued from the capsized vessel near Table Bay on Monday evening.

"I'm a white South African and I'm racist" - exploring the psychology of racism

"I'm a white South African and I'm racist" - exploring the psychology of racism

Callers confess, and clinical psychologist Hayden Knibbs discusses the psychology of racism, prejudice and group dynamics.

[WATCH] Ellen Pakkies shares her own story as local film adaptation hits screens

[WATCH] Ellen Pakkies shares her own story as local film adaptation hits screens

Eleven years after murdering her drug addict son, the film about Ellen Pakkies' story is being shown at cinemas across SA.

Why Genetic Sexual Attraction isn't quite the same as incest

Why Genetic Sexual Attraction isn't quite the same as incest

Clinical sexologist Dr Eve unpacks the complex phenomenon of estranged relatives who are sexually attracted to each other.

3 emergency numbers you should have on speed dial and how they work

3 emergency numbers you should have on speed dial and how they work

These are the emergency numbers you should have on your cellphone and this is what you must understand about how they work.