Translating the Voice of Customer into Specification- A Study on Domino’s India Delivery System During Covid19


Rupam Gain, MBA
Balaji Institute of Modern Management, Sri Balaji University, Pune, India.


COVID 19 is an infectious disease caused by a newly discovered Corona virus which causes respiratory illness (SARS).People can catch COVID-19 from others who have the virus. The disease can spread from person to person through small droplets from the nose or mouth which are spread when a person with COVID-19 coughs or exhales.Because of the spreading nature of this virus the world will be working under new norms of SOCIAL DISTANCING and CONTACTLESS ACTIVITY.This new system of working calls for a new and advanced Operational procedure of working to achieve the same effectiveness in our business without getting affected by the virus and to work with lesser close human interaction. Design/methodology/approach:Development of any Product or Process, starts with the customer requirement. Understanding customer requirement for food delivery process and to convert it into product specification is the main objective of this research. This can be done by implementation of House of quality to find the requirement and improve the Product quality, Process capability and Customer satisfaction. Findings:From this research we can conclude that An effective contactless delivery process will retain sales of pizza and other products from Domino’s India during COVID19, our customer are willing to have our food product and enjoy during this time of uncertainty, only if all the hygienic and health requirement of the customers are taken care the company will able to retain the customers during this situation. Paper Type:Conceptual paper