Service Operation

In: Business and Management

Submitted By arankit006
Words 1343
Pages 6
Group 6
Submitted by
Ankit Kumar Varsaney (14PGP071)
Abhishek Sharma (14PGP062)
Choudhari Amit Prakash (14PGP012)
Ronit Kumar Jena (14PGP111)
Sanjeet Sahu (14PGP112)
Group 6
Submitted by
Ankit Kumar Varsaney (14PGP071)
Abhishek Sharma (14PGP062)
Choudhari Amit Prakash (14PGP012)
Ronit Kumar Jena (14PGP111)
Sanjeet Sahu (14PGP112)
SO Project Starbucks : Delivering Customer Service |

1. What factors accounted for the extraordinary success of Starbucks during the 1990s?
Starbucks success can be determined by the fact that Starbucks enjoyed 11 consecutive years of 5 % or higher comparable sales growth. Starbucks was adding 3 stores each day leading to 5886 stores at the end of FY2002. Sales had increased at the rate of 40% and net income has risen to 50% without investing much in marketing. There are various reasons behind the huge success of Starbucks. Some of them are as follows:
* Vision of Starbucks, “third place” helped the company in creating a better relationship between employees and customers. Employees tried to provide experience so that customer feels connected with Starbucks and treat stores as a third place after home or work, a place that mean different things to different people.
* Starbucks value proposition was aligned with the need of the targeted customers. Starbucks brand strategy, captured by “live coffee” mantra perfectly reflected national coffee culture. Value proposition had three components, which enhanced overall experience of coffee consumption.

* Premium Coffee: Quality of Coffee was the main component of Starbucks success. They believed in offering the highest quality coffee.It sourced coffee from the Africa, Central and South America, and Asia-Pacific regions.In order to maintain the standard of coffee at everystore, it controlled the supply chain as much as possible.It also controlled the…...

Similar Documents

Service Operation of Restaurants-Fastfood Joints

...FASTFOOD / RESTAURANT INDUSTRY Introduction Indian QSR (quick service restaurants) Industry is growing very rapidly. It is a reflection of the change in the lifestyle, food habits and consumption pattern of the population. The incidence of Dining out, ordering from home as well as takeaways is rising creating an opportunity to cater to a wide mass of population. What was the domain of upper class, singles or forced bachelors, has percolated to all echelons of society. The incidence and value differ substantially, but penetration of such consumption habits is wide spread and is on the increase. Although largely an urban phenomenon, the pattern is also emerging in rural areas with better road connectivity, increased vehicle ownership and rise in income levels. In a country with more than a billion people, opportunities in India are abound. This has led to a rapid growth of the QSR industry. However, simultaneously, it has also created a canvass that has many failures and carcass. Several outlets have been closed, a large number are struggling, still a large number are just about surviving and lot many of them have not been able to find their feet. There are a lot who are successful, but, more importantly, there is almost a complete absence of national chains. This indicates to the fact that just having a lot of opportunities is not enough. These opportunities need to be harnessed and converted into profitable enterprises. This paper is an attempt to understand the industry...

Words: 6779 - Pages: 28

Operation

... management led Apple Company to virtuous circle. The final procedure for the input-output perspective model is post sales services. The content in this paragraph will focus on the post sales after online reservation. Transportation is momentous cause in aftersales distribution. Most companies prefer using ship as transport for distribution means. But Steve Jobs paid $50 million to purchase all available holiday air freight to make sure translucent blue IMACS can send to customers on time. Jobs ‘s crazy bring so many honest fans to Apple Company. For another, each Apple Customer knows the App Company will afford delivery fee after you order their product online. In short, aftersales service is a strong backup for the whole value chain. In conclusion, this assignment summaries the style and model of the value chain in the operation management. By integrating textbook’s knowledge and business article, the understanding level of value chain increase a lot. Initially, Apple is a company use both forward and backward integration. Controlling suppliers and distributions help Apple Company become a market leader. Secondly, work attentively in the input-output perspective model lead customers’ honest to Apple Company. As comments published by Mike Fawkes in the business article: Apple company taken operational excellence to a level never seen before. Reference: * OM3, Collier and Evans, ISBN: 978-0-538-47913-2, Third Edition, Publisher: South-Western Cengage, *......

Words: 1369 - Pages: 6

Operation

...Slide 1. Inventory Management ( ALZAM ) Gd evening everyone, my name is ALZAM. Today my group members and I will be presenting our case study on inventory management. Let me introduce my group members, Jefren, Jerrick, Alan, Victor and Kelvin. Our presentation will last abt 20 mins Slide 2. Introduction (ALZAM) Let me start off by introducing inventory management. Its part of Supply Chain Management that contain systems and processes of maintaining the appropriate level of stock in a warehouse. It is important not only maintaining the inventory accuracy and level but also required to achieve customer satisfaction level and minimize the inventory carrying cost will not be easy task. Our main objective is to highlight to everyone, how Dell, one of the leading IT technologies company, improves its inventory. Slide 3. Focus (ALZAM) We’ll be focusing on Dell’s Historical background, follow by problem arises, key strategies solution and lastly the implementation to improve inventory. Now, I’ll pass on to ( ) for Dell Historical Timeline Slide 4. Historical timeline of Dell ( ) Under this overview of Dell Historical timeline, I’ll start off with Michael Dell, he had found "PC's [sic] Limited" in 1984 with just $1000 capital. A year later in 1985, this company produce it very first own design computer and name its “ Turbo PC”. In 1987, it set up it first on-site-service program. Follow by a year later, “PC Limited...

Words: 1083 - Pages: 5

Service

...S Service Talk June 21st 2009 “Bear ye one another’s Burdens and fulfill the law of Christ.” as Stated in Galatians 6.2 Service as defined by dictionary.com is: an act of helpful activity; help; aid As members of the Church of Jesus Christ we have been given a commandment by our Lord and Savior to, as the sacrament prayer states “Take upon us the name of Jesus Christ” on way to do that is by serving others. D&C 20:18-19 (read) We see here that we, as man and woman, from creation have been commanded to serve the Lord. Mosiah 2:17 King Benjamin stated in when we serve others we are in the service of God. Christ, speaking to his Disciples in -Mat 16:24-26 taught… Deny your selfish interests and serve others **President Thomas S. Monson taught Brigham Young University students that their student days should include “the matter of spiritual preparation,” including service to others. “An attitude of love characterized the mission of the Master,” “He gave sight to the blind, legs to the lame, and life to the dead. Perhaps when we [face] our Maker, we will not be asked, ‘How many positions did you hold?’ but rather, ‘How many people did you help?’ In reality,” “you can never love the Lord until you serve Him by serving His people.” As we put others before ourselves we began to develop the Attributes of Christ and transform ourselves into true active Christians and followers of the Master. Church itself fulfills the commandment of......

Words: 372 - Pages: 2

Operation

...Skip to main content ------------------------------------------------- Top of Form | | Bottom of Form * Business   * History   * Languages   * Math   * Psychology   * Sciences * Home * Business * Management * Organizational Behavior ------------------------------------------------- Behavioral Performance Management By Luthans, F. Edited by Paul Ducham Share on facebookShare on twitterShare on google_plusone_share Contents * BEHAVIORISTIC THEORIES * COGNITIVE THEORIES * SOCIAL LEARNING THEORY * LAWS OF BEHAVIOR * REINFORCEMENT THEORY * BEHAVIORAL MANAGEMENT * POSITIVE AND NEGATIVE REINFORCERS * ANALYSIS OF MONEY AS A REINFORCER * SOCIAL RECOGNITION * PERFORMANCE BEHAVIORS * MEASUREMENT OF BEHAVIOR * FUNCTIONAL ANALYSIS OF BEHAVIOR * INTERVENTION STRATEGY * PERFORMANCE IMPROVEMENT * BEHAVIORAL MANAGEMENT * SERVICE APPLICATIONS BEHAVIORISTIC THEORIES The most traditional and researched theory of learning comes out of the behaviorist school of thought in psychology. Most of the principles of learning and organizationalReward Systems and the behavioral performance management approach discussed in this chapter are based on behavioristic theories, or behaviorism.           The classical behaviorists, such as the Russian pioneer Ivan Pavlov and the American John B. Watson, attributed learning to the association or connection between stimulus and response (S...

Words: 10313 - Pages: 42

Service

...Class Name | FTDipHTM11 | Module | Tourism Systems | Assessment 1: Group Oral Presentation- 20% (Learning outcome from Chapter 2: Structure of Tourism and Travel Industry, Chapter 3: Travel Intermediaries, Chapter 4 & 5: Accommodation, Leisure Facilities & Transportation & Chapter 6: Tourism Product & Market Segmentation) This is a group oral presentation consists of 3- 5 students. You work in a travel agency. A well educated and well- heeled middle- aged couple wishes to visit Europe and they have an interest in cultural tourism, loves sight- seeing and visiting winery. They want to customise a luxury Europe travel package with everything top- notch. They seek your advice on where they should go. In order to provide them with quality customer service and adequate product knowledge, you are to research the following list of criteria: 1. Choose an Europe destination from the list below: * North Europe/ Scandinavian Countries: Norway and Sweden or Denmark or Finland * Western Europe: Great Britain and Ireland, or Netherlands, or France, Germany or Switzerland * Southern Europe: Italy, or Greece, or Spain, or Turkey 2. Capital City 3. Official language 4. Currency with 3 letter- code 5. National Air Carriers with 2 letter- code 6. Weather and climates 7. National Religions & their rituals (creating awareness for potential travellers) 8. Cultural (Expectations, Events, Costume and etc; the do’s...

Words: 911 - Pages: 4

Service

...The five characteristics for human service professionals are: Self-awareness, Ability to communicate, Empathy, Responsibility/commitment, and Flexibility. Self-awareness is the deep understanding of one's own self, this includes comprehending self-knowledge about beliefs, attitudes, values, stereotypes, biases, cultural and gender differences, and behaviors. Self-awareness is beneficial in diminishing preconceptions and opinions, allowing one to modify or change their "self" toward a client's perspective. Empathy is the ability to see or feel what the client has experienced. Similar to self-awareness, empathy furthers the progression of understanding oneself and enables a provider to put their feet into the client's shoes. Providers who have experienced as well as relate to the client's situation have an easier time expressing empathy. Responsibility/Commitment are ideal promises to a client. The provider shall support the client in whichever possible way is needed through responsibility and will offer the highest quality of service through commitment. A provider displays a strong presence of professionalism and acts to the best of their abilities. They will adhere to a code of ethic or conduct and will remain honest with their client throughout their service. Flexibility provides versatility to a provider’s service. They may need to change, abandon, or revise plans if the program suddenly becomes difficult or unusual. Flexibility allows a provider to learn new......

Words: 312 - Pages: 2

Operation

...Operating Instructions of the Flood Light Warning: In order to install the light correctly, please read and keep the operation instructions carefully after unpacking. 1. Main Structure and Application Scope of the Flood Light The housing of the flood light is made from high-intensity die-casting aluminum with spray painting surface, which has a good effect of heat dissipation. It is mainly used for outdoor lightings, such as cottages, courtyards and hotels,etc. 2. Main Structural Parameters Product Size: Rated Working Voltage: Rated Power: Frequency: Viewing Angle: Color Rendering Index: Life Span: Luminous Flux: Anti-electric Shock Rate: Lamps Temperature: Enclosure Protection Class: LED Lamp Beads QTY: 3. Installation Requirements and Maintenance (1) Arranging various parts and accessories that the light needs. (2) Cutting off the power before installation. (3) The wires of the light should be installed with the corresponding power lines. (4) Making sure the light is installed on the fastening surface and then lighting up the light. 4. Notices (1) The light must be installed by the professionals. (2) If the light meets some damages due to the unpredictability, it will be considered as a substandard product and will not be used. Instrucciones de operación del reflector. Advertencia: para la instalación correcta del reflector, por favor, leer y guardar cuidadosamente las instrucciones de operación después de desempacar. 1. Estructura......

Words: 312 - Pages: 2

Service

...Linking perceived service quality and service loyalty: a multi-dimensional perspective Josee Bloemer, Ko de Ruyter, Martin Wetzels. European Journal of Marketing. Bradford: 1999.Vol.33, Iss. 11/12; pg. 1082 » Jump to full text Subjects: Service industries, Studies, Statistical analysis, Quality of service, Market research, Loyalty, Consumer behavior, Effects, Marketing management, Customer relations Classification Codes 9175 Western Europe, 8300 Service industries not elsewhere classified, 5320 Quality control, 7100 Market research, 2400 Public relations, 9130 Experimental/theoretical Locations: Belgium Author(s): Josee Bloemer, Ko de Ruyter, Martin Wetzels Document types: Feature Publication title: European Journal of Marketing. Bradford: 1999. Vol. 33, Iss. 11/12; pg. 1082 Source type: Periodical ISSN/ISBN: 03090566 Abstract (Document Summary) In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. A study focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four dimensions of service loyalty can be identified: purchase intentions, word-of...

Words: 10084 - Pages: 41

Service Operation Management

...•Provide free donuts, free coffee/tea upon arrival | Conclusion: * Value is defined as the ability of a good or service to satisfy a need or provide a benefit to a customer * The model of service value provides insights into how a service organization may create value for its customers * The competitive environment in any industry is defined by Porter’s Five Forces * Three generic strategies are possible starting points for developing strategy PROBLEM 5 Service Marketers & Operation Managers: * Service Marketers – concerned about traditional operations management topics such as product design, process design, quality and site selection * Service Operation Managers – developing interest in marketing domains, such as customer satisfaction, service encounters, customer retention and consumer behaviors. * Overlap of interest is due to the closeness of marketing and operations functions of service Need for Marketing & Operations to work together: * Operations, marketing and human resources functions are all interested in the characteristics of service encounters * Cooperation and coordination among these 3 functions are important to create value and customer satisfaction * However, this is not easy or without problems * Different & frequently conflicting orientation & objectives of Operations and Marketing Managers Differences in Goods vs. Service Marketing: Due to: 1. Output tangibility ......

Words: 16849 - Pages: 68

Service Operation

...Group 6 Submitted by Ankit Kumar Varsaney (14PGP071) Abhishek Sharma (14PGP062) Choudhari Amit Prakash (14PGP012) Ronit Kumar Jena (14PGP111) Sanjeet Sahu (14PGP112) Group 6 Submitted by Ankit Kumar Varsaney (14PGP071) Abhishek Sharma (14PGP062) Choudhari Amit Prakash (14PGP012) Ronit Kumar Jena (14PGP111) Sanjeet Sahu (14PGP112) SO Project Starbucks : Delivering Customer Service | 1. What factors accounted for the extraordinary success of Starbucks during the 1990s? Starbucks success can be determined by the fact that Starbucks enjoyed 11 consecutive years of 5 % or higher comparable sales growth. Starbucks was adding 3 stores each day leading to 5886 stores at the end of FY2002. Sales had increased at the rate of 40% and net income has risen to 50% without investing much in marketing. There are various reasons behind the huge success of Starbucks. Some of them are as follows: * Vision of Starbucks, “third place” helped the company in creating a better relationship between employees and customers. Employees tried to provide experience so that customer feels connected with Starbucks and treat stores as a third place after home or work, a place that mean different things to different people. * Starbucks value proposition was aligned with the need of the targeted customers. Starbucks brand strategy, captured by “live coffee” mantra perfectly reflected national coffee culture. Value proposition had three components, which enhanced...

Words: 1343 - Pages: 6

Service

...I learned many things while we were working at Heritage Village. Many of those things included learning about how people use to live and how people did certain tasks so many years ago. However, I learned several things about service. The first thing I learned about the neighborhood I served was that there are so many organizations, businesses, and even ordinary people who are in need of service. Going to Heritage Village allowed me to realize that there are so many opportunities to perform a service. When people think of service, they think that they have to go to another country to do it. We do not notice that there are services needed close to home. For example, Heritage Village offers many opportunities. They are in need of volunteers and not necessarily money. By just working for an hour and a half, we were able to complete many tasks at Heritage Village. Sometimes that is all it takes: simply giving our time to our community. One thing I learned about myself was that by just giving my time, I can make a big impact. We all have to be willing to give our time to help others. Performing a service should not be a self-service. True service is a service that is “hidden work.” We should not do things so that we can gain attention or praise. We should do the service because that is what we are called by God to do. Jesus performed the greatest service in the world. And we should take that as an example of how to live....

Words: 265 - Pages: 2

Operation

... receiving the Baldrige Award in 1989, defects per 100 machines were decreased by 78 percent, unscheduled maintenance was decreased by 40 percent, manufacturing costs dropped 20 percent, product development time decreased by 60 percent, overall product quality improved 93 percent, service response time was improved by 27 percent, and the company recaptured much of the market it had lost. In 1984, the U.S. government designated October as National Quality Month. In 1985, NASA announced an Excellence Award for Quality and Productivity. In 1987, the Baldrige Award, a statement of national intent to provide quality leadership, was established by an act of Congress. In 1988, President Reagan established the Federal Quality Prototype Award and the President’s Award for govern- mental agencies. In 1989, Florida Power and Light was the first non-Japanese company to be awarded Japan’s coveted Deming Prize for quality; AT&T Power Systems was the second in 1994. In 1999, Congress added nonprofit education and health care sectors to the Baldrige Award, and all other nonprofit organizations became eligible in 2007. In 1970s, product lines that received customer praise were found to emphasize satisfying customer expectations, determine customer needs through market research, use customer-based quality performance measures, and have formalized quality control systems in place for all business functions, not just for manufacturing. Many began to use the term Big Q to contrast the......

Words: 1201 - Pages: 5

Service

...Castillo, Lovely Mae. Gorospe, Michelle Day C. . SVC MKT/ MM09306 Report # 10: Chapter 11- Physical Evidence and the Servicescape Chapter's Objectives are to: 1. Explain the profound Impact of physical evidence, particularly the servicescape, on customer perceptions and expereinces. 2. Illustrate differences in types of servicescapes, the roles played by the servicescape, and the implications for strategy. 3. Explain why the servicescape affects customer and employee behavior, using a framework based in marketing, organizational behavior, and environmental psychology, 4. Present elements of an effective physical evidence strategy. Introduction Physical evidence is important for communicating service quality attributes, setting customer expectations, and creating the service experience. It is important for communicating credence services. Ex. Auto repair, health care, hospitals, hotels, theme parks (which are dominated by experience attributes.) Physical evidence is the environment in which the service is delivered and in which the firm and the customer interact, and any tangible commodities that facilitate performance or communication of the service. -The first part of it means the actual facility in which the service is performed, delivered, and consumed. Physical facility is also known as servicescape. Physical Evidence What is Physical Evidence? Customers rely on tangible cues, or physical evidence, to evaluate the...

Words: 2241 - Pages: 9

Operation

...Pyramid of Lashes Business Plan Bachelors Capstone in Management-MT 499-02 Marketing Strategy Pyramid of Lashes is a very simple one. Our happy divas will be the word of mouth marketing tool that we will defiantly utilize. Each client that leaves Pyramid of Lashes will have business cards in hand. We will provide a discount or free service for the referrals the customers send in. Our word of mouth referrals will mainly be from our current clients. Our research has revealed referrals will provide the best advertising results. Pyramid of Lashes will place ads in local magazines to entice an array of divas that desire to make their man whisper. We aim to please and we will provide an array of services and education that can keep divas wanting more. We will provide consultations that are free just to make sure we are on the same page. We like to make sure that each client is provided services that can also be a walking build board for Pyramid of Lashes. We will offer a referral raffle each year. The raffle will allow the client with the most referrals to win a free night of pamper at the Ritz Carlton courtesy of the Pyramid of Lashes. We will attend hair shows and bridal shows to assure that Pyramid of Lashes name is known. Attending these shows we will purchase a booth and provide free services with discount cards. We are willing to work our services to market to future clients. Our products and services will be available for our clients to provide...

Words: 783 - Pages: 4