An Analysis of the Delivery Services at Hell Pizza Dinsdale Hamilton

The major finding is that there exist several challenges in the delivery process of Hell Pizza. Some of the major challenges identified include delays due to traffic and limited number of delivery personnel. Customers engaged in interviews complained of the delays which occur often. Another serious challenge identified by the manager is the unsustainable process of delivery adopted by the business. The business is in the process of replacing delivery cars with motorbikes which are considerately cheaper in maintenance and time consumption. The research will provide an opportunity to identify the intricacies of the delivery services from the perspectives of the managers, the employees, and the customers. Largely, the study will try to identify the common challenges among the three stakeholders (managers, employees, and customers) on the issue of delivery of products to the customers.

Under the same objective, this study aims to identify the effort dedicated to handle and opportunities available to alleviate the challenges befalling the delivery system. The study will give a general overview of the challenges faced by similar businesses in the same operations through the information collected from interviews and questionnaires. Literature Review Critical Analysis of Hell Pizza’s Internal and External Structure According to Hartline and Ferrell, effective use of Strengths Weaknesses Opportunities and Threats (SWOT) analysis is one of the fundamental ways through which an organization can moderate costs incurred during strategic planning (2013). On the other hand, weaknesses represent factors that lack appropriate marketing skills or financial resources. Further, it is fundamental for an organization to recognize developments that may be overlooked such as changes in technology, inhibiting regulations, new competitors and slow market growth.

According to Richter and Pahl, placement of the SWOT analysis into the strategic planning process is fundamental for the achievement of the defined objectives (2007). A strategy necessitates single measures through which must be employed in order to achieve the set objectives. It is worth noting that the strategic planning process constitutes six main steps namely: mission, objectives, situational analysis, strategic formulation, strategy implementation and control. To address this issue, Hell’s Pizza could streamline their payment methods by imposing strict cash on delivery policy and also ensuring that the delivery persons carry the orders with their respective receipts whenever they leave the branch. Various advantages that can be sourced from effective application of the SWOT analysis during strategic planning. Sarsby highlights these advantages as the model is easy to comprehend, it is applicable at different levels of an organization, and it is applicable at various depths within the organization (2016).

Also, it is easy to communicate with relevant stakeholders since the model is highly visual. Bensoussan and Fleisher also affirm that the SWOT analysis offers a wide variety benefits such as providing a framework through which the individual performance of managers, services/products, projects and teams (2015). Richardson affirms that improper management of employees can adversely affect performance, especially on knowledge related areas since it is the humans who influence the output (2014). Moreover, Richardson affirms that one of the key areas where managers should focus on is improving the motivation levels of employees. In Hell Pizza’s case, the Human Resource manager should focus on enhancing employee motivation as well as creating clear lines of responsibility such that the in-house staff does not necessarily have to be the one delivering the pizzas.

In other words, there should be staff whose role is to deliver pizzas while the rest are in accounting or production. Lund and Barksdale highlight ten steps to successful strategic planning that include: setting up a foundation, analyzing the business environment, collecting pertinent data, evaluating the collected data, stating the vision, mission and values, ranking the needs and identifying associated risks, designing and ratifying tactics, ranking tactics and resources, documenting and conveying the plan as well as sustaining the plan (2006). Also, during strategic planning, the HR should ensure that time and other resources are allocated towards employee training on service delivery. Also, employee motivation is fundamental towards quality service delivery hence the HR could come up with a means of rewarding employees with the best reviews at the end of the month or at the end of the week.

Subsequently, this will affect employee performance positively by automatically enhancing their service delivery. My proposes a detailed exploration into conducting market research effectively by highlighting ways conducting research, data collection, how to analyze the data and how to test the hypothesis as a means of establishing the overall position of the business (2018). It is worth noting that Hell’s pizza is incurring is a limited number of customers hence limiting their service delivery to calls other than in-house dining. In this case, interviews and observations will be utilized to gather information from employees and manager of Hell Pizza, as well as the customers who have had services from Hell. Structured interviews with majorly open-ended questions will be largely used to collect information.

The study will also utilize observations to make inferences about the circumstances and incidents happening within the business territory of Hell Pizza. There are a number of reasons for using qualitative research methods and especially interviews in data collection. Qualitative research provides the necessary flexibility to ensure that the topic is fully analyzed. This is critically important to this form of researcher because it is an emotional response which often drives a person’s decisions or influences their behavior. The research had 10 people who were interviewed and answered the questionnaire send to them. The group included 2 managers, 4 customers and 4 employees of whom 2 were employees handling orders in the branches while the other two were personnel in the delivery section. The interviews were conducted for 5 days with each session going for one hour.

However, the mangers spend 30 minutes more in the interview due to the amount of data they were to give and the verification of some of the information obtained from the customers and the employees as well. The number of people ordering a service at a time through the internet remained relatively low during weekends thus it has always been costly and inconvenient to offer fast and reliable delivery services to the company. The employees submitted that they would deliberately delay services for about 20 minutes to see if they could get more orders in one route. This would automatically affect the customers who ordered first. Thus the other delivery gets late and complaints arise. The research found out that most of the orders were made by customers within the city between 11am to 6pm and therefore the distances involved were shorter.

Managers -Indicated an increase in complaints from customers -Indicated that orders were few during weekends -Acknowledged the need to replace cars with motorbikes for delivery services Discussion One of the key issues identified throughout the interviews, questionnaires and observations is the delay in service delivery which has to be addressed. This seems to be a common issue in the hotel industry which adversely affects the quality of services. Mohsin and Lockyer (p167) observed that the current hotel industry has become quite competitive due to similar services and products; therefore, they have to do everything to survive especially in the quality of service delivery to ensure client satisfaction. Eradicating delays would help the hotels to improve the quality of service. Hell Pizza has some challenges especially in the service delivery that have to be addressed with precision.

Along these lines, hotel management should prepare their employees to guarantee conveyance of respectful and friendly service to the customers (Vijayadurai, p24). Replacing cars with motorbikes is one of the great ideas in dealing with traffic jam which has been a major challenge in service delivery. This is because the motorbikes can use shortcut ways to reach to various destinations unlike the cars. Clearly, the hotel has loads of work to do in order to get things working with regards to delivery services to customers. Conclusion In conclusion, the delivery of products to customers at Hell Pizza has been affected by various challenges as identified through the research. As noted above, motorbikes are cheaper to maintain and convenient in service delivery.

Moreover, motorbikes have the capacity to use shortcut ways unlike the cars. Alternatively, the business could outsource delivery services from the delivery firms around the town. These firms offer more specialized services thus giving the business more space to focus on other areas of service delivery quality. Mostly, outsourcing is cheaper than having an in-house delivery services. "Service quality, emotional satisfaction, and behavioural intentions. " Managing Service Quality: An International Journal, vol.  19, no.  3, 2009, pp.  308-331, www. Kimpakorn, Narumon, and Gerard Tocquer. "Employees' commitment to brands in the service sector: Luxury hotel chains in Thailand. " Journal of Brand Management, vol.  16, no.  8, 2008, pp.  2, 2011, pp.  5-13, www. tandfonline. com/doi/abs/10. Vijayadurai, J. Sage Publications, 2016. Tracy, Sarah J.  Qualitative Research Methods: Collecting Evidence, Crafting Analysis, Communicating Impact.

Wiley-Blackwell, 2014, books. google. C. Business and Competitive Analysis: Effective Application of New and Classic Methods. New Jersey: Pearson Education. Fujii, T. Global Competitive Advantage Skill of Balanced Scorecard by SWOT Analysis. Marketing Strategy, Text & Cases. Mason, OH: Cengage Learning. Kessler, H. E. Management Theory in Action: Real-World Lessons for Walking the Talk. , & Mooi, I. Market Research: The Process, Data, and Methods Using Stata. Singapore: Singapore Nature Limited. Richardson, L. G. Simerson, B. Strategic Planning: A Practical Guide to Strategy Formulation and Execution. Santa Barbara: Praeger. Stevens, R. The Marketing Research Guide. ac. nz Phone number 021-0223-7686 3 PROGRAMME OF STUDY Tick the appropriate row. Bachelor of Applied Management Graduate Diploma x 4 STUDY MAJOR Tick the appropriate row. Accounting (CAANZ) Accounting (non-CAANZ) Event Management x Sales and Marketing Strategic Management Human Resource Management Operations and Production Innovation and Entrepreneurship Retail Management 5 RESEARCH PROJECT DETAILS Research project title An Analysis of the Delivery Services at Hell Pizza, Dinsdale, Hamilton.

Research Aim or Question To identify the difficulties & possibilities which Hell Pizza is facing with regards to food delivery system. I will interview them at outside the Hell Pizza premises. Interview: The interviewing current/former staffs and some customers who are close to me; outside Hell Pizza and at their convenience. Current and former employees; and friends who used to deliver food/pizza Interview: Number of participants (sample size) Tick the appropriate answer • 1 - 5 • 6 - 10 x • 11 - 15 • More than 15 Interview Venue Tick the appropriate answer • The organisation’s premises • In a neutral venue x • Electronically (online or phone –please identify) • Other –please identify 7. 2 Questionnaires I will use the following method of data collection: Tick the appropriate answer • Student survey • Customer survey • Employee survey • General population Explain briefly the reasons for your choice: Questionnaires sample size Tick the appropriate answer • 1 – 10 • 11 – 30 • 31 – 60 • 61 – 90 • 91 – 120 • More than 120 7.

3 Focus Groups Identify the number of focus groups you will hold Identify the sample and give a reason for your choice: Venue for focus group Tick the appropriate answer • Organisation’s premises • Neutral venue • electronically 7. Reference to individuals will be identified by a code in the final report. Report audience Participants will be advised before data collection is carried out if the final report will be sent to the relevant business or organisation. Disposal of data Participants will be informed that all data collected for the research will be returned to the Centre for Business, IT and Enterprise at Wintec on completion of the research project. • This is a true and accurate record of how I intend to complete my research • I have read and understand the ethical considerations outlined above • I have discussed this form including the ethical considerations with my Academic Supervisor.