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Business demographics and goals of Hell Pizza Executive Summary

Hell Pizza is a New Zealand business, which was established in Wellington, by several young people in 1996. After 14 years development, there are 66 Hell Pizza shops in countrywide, and protected all major city in New Zealand. In 2008, 9 new outlets were opened up in Brisbane, Australia. In 2009 2009, the new restaurant was opened in Dublin, Ireland. Through the history of Hell Pizza, it is able to discover a company development keep track of, from a tiny local firm to a global business.

This survey is looking to identify, how effective communication management affects Hell Pizza organizational performance in pursuing contexts:

Business demographics

Organizational goals

Organizational culture and ethics

Management of knowledge resources

Group dynamics

Meeting management



Finding and Analysis

Business Demographics

Business demography is the study of depending on different characteristics of populace, business distinguish their products in different physical location.

Hell Pizza can be an international business. The inter-organizational marketing communications are usually in different location.

In Hell Pizza operational system, this is a function called "Pizza War", which is displaying just how many pizzas are sold for the reason that certain day in countrywide wide. If director click the "Statistic" icon, it is able to find the following information for each store, how many pizzas are sold in various flavour, just how many pizzas are sold each hour in a day, how many pizzas can be purchased in various suburbs.

These information are distributed through Hell Pizza procedure system, and maybe it's seen by head-quarter. Although, there are no any dialect communications, the information is delivered by the internet automatically. Head-quarter could operational decision for your Hell Pizza group. For example, if the statistic consequence shows that a sort flavour of pizza is hardly ever ordered, this kind of pizza may be replaced by some other new flavour pizza, and the ingredients will be vary from suppliers.

Moreover, head-quarter is able to differentiate trading time for different store, by the city culture and customer behaviour. For example, the trading time is different Christchurch stores and Auckland stores.

Organizational Goals

Organizational Goals are the objectives, which an organization wishes to attain. A couple of two kind of organizational goals by group goals and individual goals. The group goal could be either accordant or problems.

Hell Pizza's Group Goals:

Hell Pizza's eyesight is to supply the best quality fast-food Pizza and service in Australasia region.

Making Hell Pizza is the most popular fast-food Pizza in Australasia region.

Establishing more store in other areas of world.

Maintaining the highest client satisfaction in New Zealand fast-food industry.

Hell Pizza Hornby Store(a franchisee) Goals:

To improve the store profit

To be the best store in Hell Pizza

Avoid the Goodwill to head-quarter around can do.

To achieve the above mentioned goals, a powerful communication through the whole organizational structure is necessary. For example: individual goals want to increase the profit margin. It could lead the food quality down. Alternatively, head-quarter want to keep the highest client satisfaction in New Zealand, the head-quarter distribute the auditing team to the outlets with no notice. It will keep an eye on and rate each stores food quality and service attitude. Then, check every store's hygiene and employees' management. All these information will post to Hell Pizza head-quarter. Then head-quarter will inform that store how make the improvement. In case a store fails the compliance, it must improve at the earliest opportunity, and face the next audit in a short time. If fails again, the store will be closed, until it achieve the standard. In such a communication process, auditor is the marketing between first-line store employees and head-quarter. They will ensure head-quarter can control the franchisee, and franchisee can following the rules totally.

Organizational Culture and Ethics

Same as the majority of New Zealand business, Hell Pizza stores are multicultural groupings. For example, in Hell Pizza Hornby, there are 15 employees employed in this shop. In these 15 employees, 6 are from New Zealand, 7 are from China, 1 is from Vietnam and 1 from Japan. In other words, there are two cultural teams, local New Zealander and Asian.

In the group, all Asian staff have good educational qualifications, & most local workers have only high school qualification. All Asian workers have university certification in business, or is learning business course in Lincoln School and University of Canterbury. But only one 1 local worker is learning in school.

The communication will lead the turmoil between local employees and Asian employees. Asian employees think they know how to operate a successful business. But local worker think they understand the business more than foreigners in New Zealand. There is a bottom line can't be touched for all employees, which race is no excuse for issue.

After a period of communication again, most of management functions is taking by Asian employees, as better knowledge and hard work. Local employees are doing more customer service careers and labour jobs.

Management of Knowledge Resource

Knowledge management is the branch of management for obtaining breakthrough business performance through the synergy of individuals, operations, and technology.

In Hell Pizza, the most common technical failing is operation system crash. Hell Pizza's operation system is power by Stephine Ltd NZ, which is call "Howdy" program. Apart taking customer order, the program also provides a wide range of function, and allowed different stores to talk about information, such as sales, stock level etc. Because, this software has such a strong function and network performance, it could crash sometimes. But the occurrence is not frequently, it still make a lot trouble for shop. It needs store manager able to deal with this kind of situation in right decision. All these actions are files by "manager handbook"

Customers are unable to take order through in store operational system. Director should restart the server computer first, and restart the "HellO" program. If it's still no longer working, manager should contact with Stephine to ask solution.

Tell reception personnel to slow down taking order speed, in order to obtain additional time for technicians.

Meanwhile, manager must ask reception staff taking order by "off-line order form", which is the quick paper order form in system crash. These varieties must be held until all requests details have been kept up to date to system, after fix.

Manager is going through intranet system, and make the store off-line. Often, when customers finish off their website order, the store struggles to receive the order. It may lead customer unhappy about the service.

Meeting Management

Hell Pizza stores are franchise businesses. Each transmission store has different owner, to create director in Hell Pizza. To gather viewpoints about business strategies,

The directors assembly was hold every half 12 months in Auckland head-quarter. At least, prior to the meeting start, a meeting notice is prepared to directors by e-mail. Usually the notice are the following items: place of meeting, beginning time, chairman, purpose of meeting and agenda. It gives time to directors discussing with the managers, and determine what their thoughts for the conference issues are. Apart franchisees directors, the head-quarter Marketing manager and Auditing supervisor are invited to wait the assembly also.

The Chairman, the founder and the Chief executive of Hell Pizza Group, will announces appointment opening, and ensure it starts on time. The Chairman presents the purpose of meeting first. Then, he addresses the guidelines of appointment, and reads the plan. The Chairman is a hardcore person, although he wishes every franchisee could express their view, he desires all dialogue is following the agenda and issue. Usually, one of is own two secretaries is the secretary of getting together with. She is dependable to make minutes, to be able to record every person's talk.

After the getting together with, secretary will e-mail to every attendances a minutes in following week, which is going to lets speaker to check.

Group Dynamics

Group dynamic is the analysis of groups, in addition to a standard term for group functions. As talk on above, there are two varieties of goals, group goals and individual goals. The group goals are the common goals for several people, which is override the average person goals.

Usually, there are four periods in group development. I am going to use the Hell Pizza example to describe how communication influences these four stages.

Forming is the level of orientation to process and testing interpersonal behaviours. On this stage, people access the group, talk each other, and also have the overall understand about other folks. They know, they'll work together for one common goal in next period. In Hell Pizza, This stage is the new employees are created into an organization. Communication could help people build an incompact relationship among group members

Storming is the next stage of group development. In this particular stage, interpersonal issues are arisen in group. It is the good sense, if people lived, conflicts are existed. In this stage may have difficulty for command as well. In Hell Pizza, when the new employees have merged into group completely, the group conflicts will around him/her. The communication barrier may go up by different personality, culture, and history of associates. Thus, conflicts become struggling to avoid.

Norming is the level of group entering a stable stage, and the group cohesiveness is made. After the struggle and discussion of storming, some participants may quit, if indeed they cannot combine into group. Through more communication, other folks would learn how to survival in group, and how to prevent conflicts. They are going to work for common goals.

Performing is the stage, team work become effective for handling common goals. In Hell Pizza, workers could provide outstanding service and quality food for customers.


In a Hell Pizza store, there are numerous stakeholders. The main stakeholders are: shareholders, employees, suppliers, etc.

Hell Pizza is franchise business, each store has different owners. The main communication is directors get together every half time. This has been described in chapter "meeting management". The director appointment is aiming to setup the organizational technique for the complete group.

Another frequently communication is between management and employees in a store. For instance, in Hell Pizza Hornby store, supervisor will e-mail the roster to every staff two weeks advanced. Associated with, he want to give everyone an opportunity to organise their time, of give a chance for himself to improve the roster, when staff cannot go to on that day. Moreover, manager is liable to solve employees' conflicts. Administrator will identify the reason why of conflicts, is the fact personal issue or different opinion about work. If it is personal discord, he tries to avoid put them work in same move. If it is different view about work, they will sit together to find a solution. Employees management is the implementation of the strategy.

The communication between Hell Pizza and supplier is completed by website. Supervisor is able to make ingredients order through intranet. Supervisor just need fill the order number for each ingredient, and the intranet will directed the order to different company automatically, such as Tegal Fowl, Mainland Parmesan cheese, etc. On the next day, supplier will verify the order, and send the invoice duplicate through e-mail. The company communications provide the materials support to business.


Hell Pizza network is run by Stephine Ltd NZ, which gives the in-shop operational system, general population website and inner communication system for Hell Pizza Group.

The general population website is www. hellpizza. co. nz. People can make online food order here, or find out current promotion or company release. Every person can visit this site.

The functional system is named "HellO". This software mainly use for in-store buying, and information share with other stores.

The intranet website is private. It uses for material buying, franchises communication.

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