Additional Tool: Proven Process to Core Processes

Domino's Proven Process

Overview:

This document analyzes a video (and corresponding Loom excerpt) that explains the concept of a "proven process" using Domino's Pizza as a primary example. The core argument is that a successful customer experience (the "front stage") relies on well-defined and executed internal operations and procedures (the "back stage"). The video connects this proven process to core organizational elements like accountability charts and scorecards.

Key Themes & Ideas:

• Proven Process (Front Stage): The "proven process" is defined as the visible, emotional experience a customer has when interacting with a company. In the Domino's example, this is represented by the pizza tracker, which shows the customer the status of their order (order placed, prepped, baked, quality controlled, out for delivery). As Tyler says, "So, what we're talking about in proven process is the front side visual front of the stage emotional experience that everyone is going to go through when working with your company."
• Core Processes (Back Stage): The proven process on the front end is only possible because of a series of robust core processes operating behind the scenes. For Domino's, these include:
• Store manager process
• Store opening/closing processes
• Supply ordering
• HR process
• Order taking process
• Pizza making process
• Pizza baking process
• QC process
• Delivery process
• Financial process
• Interconnectedness: The video emphasizes the direct relationship between the proven process and the core processes. The proven process is a visible representation of the work being done in the core processes. These core processes must be clearly documented and followed.
• Accountability & Scorecards: Each core process should be owned by a specific department or individual within the organization. Scorecards are used to track the performance of these departments/individuals in executing their core processes consistently and effectively. The goal is to ensure each department is "delivering upon their core process every time, all the time. Making sure it's followed by all."
• Scalability & Efficiency: The ultimate aim of defining and meticulously managing these processes is to create a scalable, repeatable, and less stressful operational environment. It allows for consistent quality and performance, reducing errors and improving overall efficiency.
• Analogy: Concert Example: The video uses a concert analogy to further illustrate the front stage/back stage concept. Taylor Swift (or any performer) on stage represents the front stage, delivering an emotional experience. Backstage, numerous processes are happening simultaneously: sound, lighting, costumes, security, etc. Customers only see the front stage performance, but the quality of the back stage processes directly impacts their overall experience.

Key Quotes:

• "So, what we're talking about in proven process is the front side visual front of the stage emotional experience that everyone is going to go through when working with your company."
• "Each one of these core processes would be owned by someone within the organization."
• "...making sure that that department is delivering upon their core process every time, all the time. Making sure it's followed by all. That's what makes your organization scalable, repeatable, less stressful, and more fun."

Conclusion:

The video emphasizes the importance of viewing a customer's experience as a deliberate and meticulously crafted process. By carefully defining and managing core processes, assigning clear accountability, and using scorecards to track performance, organizations can create a consistent, scalable, and positive customer experience, much like Domino's with its pizza tracker and efficient delivery system.

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