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

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


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