A Project Report

Presented to the Faculty of the

School of Management & Entrepreneurship
AURO University
Surat
In Partial Fulfillment
Of the Requirements for the Degree of
Master of Business Administration
Submitted by:
Pawan Jariwala
Namit Patel
Submitted to:
Ms. JYOTI CHANDWANI
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DEED OF DECLARATION

I, __________________________________, hereby submit my research

paper

entitled

_____________________________________________________
___________________________________ and truthfully declare that
the above-titled paper is a product of my original research investigation.
I further declare that, should the school eventually discover that a
substantial portion of my paper is lifted, in to, from original sources,
using exactly the words of the author in more than 50% of the whole
content, I reserve the right to AURO University, Surat to recall my MBA
Diploma and cancel the degree granted to me.

Signed this day of __________________________ at AURO University,

Surat

___________________________
MBA Candidate
ACKNOWLEDGMENT
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I heartily wish to extend heartfelt appreciation and gratitude to numerous

Mentors, benefactors, and constituents who have collectively endowed
the Wherewithal, faith and encouragement for me to navigate and
complete my Project journey.
To Professor Jyoti Chandwani, my primary advisor and unflagging
advocate, who mustered devoted, continuing, innovative and adaptive
mentorship to impel and shepherd my checked efforts through diverse
and abounding challenges, I extend my deep and abiding respect and
many, many thanks.
To Professor Jyoti Chandwani, my supporting advisor, who gently and
patiently endured my academic tardiness, I offer commensurate
admiration.
Pawan Jariwala.
Namit Patel.

Table of contents
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Sr. No

Topics

Page No

1.

Biographical data

2.

Deed of declaration

3.

Acknowledgement

4.

What is Change Management

5.

Change process

6.

History of Dominos Pizza

7.

Sources of change in the Dominos

Pizza
8.

Resistance to change

9.

Resistance to change in

Organisational culture of Dominos

10.

Pizza
Resistance to change in

Organisational behaviour of the

Dominos Pizza
11.

Resistance to change in

organisational policies and power

12.

10

13.

Strategies to overcome the resistance

Dominos pizza aim and objective
10

14.

Culture of change

10
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15.

Sources of conflict within change

10

16.

Approaches to deal with conflicts

11

17.

Conclusion and Recommendations

12

What is change management?

Change management is accept, control and manage the situation in the
organisation and need to bring change in the organisation has effective
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management is called change management. Different analysis has to do

to see the change and managed by well planned strategy. If any
organisation has needed to do change then different valid models are
made for effective management of change. Some proactive techniques
are used to bring and adjust the change in the external and internal
performance of the organisation. There is making some effective
strategy to plan step by step change. Change management also keep in
eye current and modern issues which can affect the change process.
There are some solid reasons when change is required. Change
management should have up to date knowledge about the of situation
surrounding a issues.

Change process:
There are many reasons due to change is done. That reason can be
internally and can be internally. Change process means journey of source
of change to the adopting the change is change process. Why change has
done? Which type of changes has done either it is cultural,
organisational behaviour, organisation policies. These changes can be
related to different department of organisation and every department is
related to change process and change process is related to the
organisation strategies.

History of Dominos Pizza:

In USA, Dominos Pizza is second largest franchised chain organisation
like its competitors Pizza Hut. Two Brother Tom and James Monagha
purchased some property and opened with the mane of Dominicks
pizza. After few years Tom had changed the name Dominos Pizza. In
late seventies there were 200 franchise of pizza and later on in 1983 it
went international and open one thousand franchises and same year in
Australia they open new franchise. Organisation of Dominos Pizza grew
up very quickly and in many countries it was still a traditional company.
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The menu of Dominos Pizza was very simple and was offering simple
crust means regular pizza. Later on due to competition they added
medium and large size otherwise there were no side order, just pizza
along with the drink. Deep pan pizza was introduced in 1989 and
changed the history. By the market demand, on same years, they opened
five thousands stores. For many year, they started the policy about the
delivery if the delivery didnt reach in 30 minutes then you will get free
pizza. In 1993, they did not continue this policy. In 1994 they introduced
chicken wings and in 1996 they launched Dominos web site. They also
invention the cardboard boxes to keep pizza warm and Heat Wave for
the fresh and warm delivery. In 1997 they introduced the new logo as
well. They have open many franchises all over the world according to
the taste and culture of the different countries.

Sources of change in the Dominos Pizza:

There are many internal and external sources which has brought change
in the dominos pizza and its strategy. They accepted these changes and
there are some external reasons which are as follows:
Changing in market nature is the source of change in the Dominos Pizza.
As the consumers know that their choice is matter in the market
whatever they demand it will be considerable. Australia is one of the
largest countries and consumers of that country markets want healthy
food so Dominos Pizza made healthy menu.
With the objective of maintaining the competition, business always run
according to the rules and regulation. So Dominos Pizza also influenced
by political and legal issues. Employer should have to remember about
the nutrition laws and information.
There is another source which has affected the operation of the Dominos
Pizza which is economic growth and location.
There are some internal sources which have impact on the Dominos
Pizza. New technology system to keep pizza warm and hot for the longer
time it has created change and also online delivery order. New internet
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based is beneficial for the customers. Dominos made easier for the
consumer card payments, driver take wireless card machines for the
payment of order.

Resistance to change:
When changes are made then resistance born. There are many reason of
increasing of resistance like due to some confusion in the data,
misleading and misusing the data, organisation do not know where have
to do change, sometime criticism incurred, employees does not agreed
with the new polices. Resistance can be intense because of different
reasons like a cognitive of different options, due to deeper emotions and
deeply embedded.

Resistance to change in Organisational culture of

Dominos Pizza:
Brandon who had purchased Dominos Pizza for$ 1.1 billion. He tried to
create very friendly relationship with employees. First day on the work
he explained that change is good. With the passage of time, Dominos
Pizza brings changes in cultural sector. Proper wearing uniform and
given training to the employees and how to work, given them trainings.
Employees of Dominos Pizza were eligible. Organisational culture
changing is not a easy thing, manager make out the strategy that how to
change in the organisation individually and in the group. Innovation of
online ordering is new change in the Dominos Pizza. Competition in the
industry has increased in the selection of store manager and gives them
training. New computerised system has brought changes in
organisational culture as well.

Resistance to change in Organisational behaviour

of the Dominos Pizza:
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Due to resistance to change in Dominos Pizza, there are some changes

incurred in organisation behaviour of the organisation. Staff issues have
increased because new technology is using and employment
opportunities are decreasing. With the passage of time new modern
technology has taken over the jobs. These are the basic issues and
change in the organisational behaviour. There are some problems
incurred individually to face the change like managers of store.

Resistance to change in organisational policies

and power:
With the passage of time, there are many changes incurred in polices and
rules and regulations which was the cause of resistance to change in
dominos. Whenever changes comes in the polices managers have to see
the difficulties because he have to handle the store and have direct
linkage between the employees. Manger have to try to keep saying to
employees to follow new polices these policies can be about food
hygienic, delivery, taking orders many other things. After facing these
changes, customers who are the basic part of dominos strategy have to
face the problem. Some time customers does not understand the about
the new polices. Polices has implied on every employee of Dominos
Pizza so that is cause of resistance to change.
Moreover, main power of Dominos Pizza is their customer so they do
not like to lose their customers. If dominos will try to change in culture,
organisational behaviour and rules and regulation will directly affect the
customers. Basic aim and objective of dominos pizza is to make happy
customer.
In addition, one more power of dominos is finance which has brought
changes many times. Sometimes dominos have to face resistance to
change due to finance. Changes come due to loss of revenue, low share
market and many other things as well.
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Strategies to overcome the resistance:

Dominos is one of the well know and famous organisation in the world.
Its business is expanding day by day at global level. They have
experience is the profit margin and have competitive advantage.
Dominos pizza have good brand image and have a lot of variety of
pizza. In market dominos have leadership quality as well it can
competent its competitors like pizza hut, papa johns and many other
organisations. There are following steps which are taken by the Dominos
Pizza.

Dominos pizza aim and objective:

To minimize the resistance to change dominos has focus on its aim and
objective. Main objective of dominos pizza is to great care of
customers. Make customers happy and deliver their orders on the time.
Through examine the dominos main objective mangers can control the
resistance to change.

Culture of change:
Dominos pizza has to describe their culture to change. Dominos is
increasing its growth rate. It has gone international level. Whatever
changes will come in the cultural they should have to explain to their
customers. It can be helpful in reduction of strategy.

Sources of conflict within change:

Some source which has created change in dominos pizza strategy. These
sources were internal and external. Dominos did many changes in it
whole journey to the success. This organisation met to resistance to
change. These resistance was by organisational culture, behaviour,
polices and many other things. There are many approach used to
overcome the resistance. After using these approaches and strategies
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Dominos Pizza faced many conflicts which were changing in the

working style of the Dominos Pizza. There is innovation of new
technology which has taken over the job of employees. They cannot get
working hour more. Online order service, misleading with calculation of
sales, misleading the data, misuse of branding. These are the main
sources of conflict in the change. When changes come then it creates
conflicts between the employees. Due to misleading the calculation there
were impact on the sales revue and the ratio analysis of the dominos
pizza.

Approaches to deal with conflicts:

When conflict incurred then there should be some approaches to deal
with conflicts. To deal with conflict should have to careful about the
main objective and aim. If we forget about the main purpose then there
is no befit of running the business. To solve these conflicts Dominos
Pizza should have to take some steps which are as follows:
Dominos Pizza had to do some promotional activities to keep its image
maintain. These activities make customer happy and create more
attraction.
To reduce the conflicts, Dominos Pizza had to increase the working
hours of employees and have to offers some compensation, holiday
packages, bonuses.
Dominos pizza had to arrange some motivational workshop for the
employees like customer service workshop, team work, training of staff.
Dominos pizza had offers some new meal deal to the customers to
increase the sale and revenue level.

Conclusion and Recommendations:

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At the end, changes come in ever field of organisation. Whenever

change needed it comes . For the acceptance to change there are some
elements which have to keep in eye. In Dominos Pizza many changes
come and due to these changes it has create resistance to change in it.
These resistances were in organisational behaviour, organisation
cultural, traditional changes, changes in rules and regulation and power.
These changes come not individually but it also comes in group of
shape. After analysis of Dominos pizza, we came to about the
approaches and strategies which had used in the reduction of resistance.
After resistance there are some problems and conflict born. Dominos
pizza used different techniques like offering the different meal deals,
free vouchers to the customers, workshop for the employees and many
other things. Dominos pizza is well known and best competitors
organisation in the market. It gained high profit and revenue.

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