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Chap. 2 MIS IN ACTION

1.

Now, all that said, there are some factors that can affect your Tracker experience. Because delivery drivers can "game the system," so to speak.

By Domino's policies, for example, no driver is supposed to take more than two or three deliveries at a time (as memory serves). Corporate policy is very emphatic about that. Even though we don't do the "30 minutes or it's free" rule anymore, we do still strive to have every order delivered within 30 minutes or less to ensure customer satisfaction. Unfortunately, that 30 minute rule was only really made for stores with smaller delivery radii and enough drivers to consistently handle the amount of business received in a given day.

I worked at a store in Pittsburgh's East Liberty neighborhood that delivered to roughly half the city of Pittsburgh—including every college campus, nearly every major hospital, the Strip District, and the Homewood/Lincoln-Larimer/East Hills neighborhoods. That's a huge radius to cover, and even with an average of at least eight to 10 drivers per night, we didn't have the ability to do our deliveries entirely by the book. Especially not if any given driver wanted to make a decent living that night. To compensate, most drivers would try to take between four and six deliveries at a time based, depending on the area to which they were delivering.

Under those circumstances, we usually aimed for about a 45 minutes delivery time. And that's what we told people when they ordered—somewhere between 30-45 minutes for your order. People were usually perfectly happy with this—unless, of course, things took longer. But the tracker and the Pulse software used in-store aren't set up to account for these individual store practices. Rather, they're keyed into corporate standards.

In other words, each store is eventually evaluated on these widespread, not always applicable standards. Each order that's placed has a timer attached to it tracking the time between when it's...