Must to write all answer in minimus 1000 words DO THE RESEARCH Company StarBuck
ID: 330193 • Letter: M
Question
Must to write all answer in minimus 1000 words
DO THE RESEARCH
Company StarBuck
3.1 – Explain TQM and how quality systems will assist in achieving StarBuck set objective.
3.2 – Provide information on how StarBuck can monitor and evaluate the quality systems
3.3 - Recommend a change within Starbuck keeping in mind the organizational objectives. Explain how this change can be implemented.
3.4 - How will the change undertaken in 3.3 impact the stakeholders (shareholders, members, employees, customers, suppliers, and environment)?
Explanation / Answer
Company Starbucks
3.1 – Explain TQM and how quality systems will assist in achieving Star Buck set objective.
“TQM or Total quality management is an approach taken by the management to achieve success through maximizing customer satisfaction.”
Starbucks has grown from a single store in Seattle in 1971 with its focused strategy and commitment to providing an excellent coffee with intent to giving exact same taste and quality across all its 24000 outlets, which serve 1 million customers in 74 countries.
Star Bucks since 1971 focuses on the following parameters:
TQM focuses on Quality systems, which focus on maximizing customer satisfaction by following a policy of continuous improvements by increasing the employee involvement.
Product Quality and Processes:
Coffe beans their main product is sourced with due care and roasted in a particular manner to give the ultimate star bucks taste, the coffee cups are uniform and look exactly same across all outlets. The star bucks team and store décor are maintained in an exactly same manner in all 74 countries.
Standard Operating System:
TQM ensures a standardized service across their 24000 outlets in 74 countries by following the laid down processes clearly focusing on the customer experience and uniform service parameters.
Employee Engagement and Training:
All team members are trained continuously to focus on providing an excellent product and service to the walk-in customer, it ’s an experience provided by sales staff from the greeting on entry, coffee with your name called out, cups with the name mentioned on it, the thank on your leaving the outlet.
Excellent Customer Experience:
The add-ins are a lot of in-house freebees like Wi-Fi, newspapers, space to browse and just hang around and now a range of good quality snacks to pick up from.
3.2 – Provide information on how Star Buck can monitor and evaluate the quality systems
Starbucks can monitor and evaluate systems continuously by the following methods:
The above can be supplemented by online surveys, hits on the website and a game where customers win coupons on giving feedback good or bad will both be rewarded.
3.3 - Recommend a change within Starbuck keeping in mind the organizational objectives. Explain how this change can be implemented.
The existing customer base consists of three generations from Baby Boomers to Gen y and Gen X. They have to establish norms more acceptable to the new generation as the era of baby boomers has gone into retirement and semi-retirement mode.
Cost Reduction:
Star bucks can revise their strategy a bit to reduce the cost of inputs like raw material, human resources etc and should come up with a new variant in coffee soon. This can be achieved by reducing the cost of sourcing while marinating the quality standards.
Promotions targeting Millennial:
They need to keep upgrading discount facilities like coupons etc with A-league collaborators. Also, need to tweak their promotion to include the new younger generation.
They should not be seen as a staid fatherly brand. This can be achieved by associating with reference groups like soccer players, formula 1 racers, which can encourage younger happening crowds to patronize them.
The agile and lean marketing in technology and appearing a la mode to the younger generation will give their already great image a further boost. The visibility on social media and apps which they are already doing can be accelerated.
Low-Cost Variant:
They need to come out with a lower cost variant but also continue to maintain the quality parameters they have to very careful in the use of the right raw materials. They also have to follow the social and ethical codes established and understood by the young generation.
They will also have to consider changing requirements of the new generation and their aspiration values.
3.4 - How will the change undertake in 3.3 impacts the stakeholders (shareholders, members, employees, customers, suppliers, and environment)?
The above changes will make them more customer friendly and encourage the younger generation to start patronizing them and seeing the star bucks as a place to be seen in.
The employees will have to continuously upgrade their skills and efficiency to serve customers promptly and reduce wait in time in the queues.
The suppliers have to consistently support by supplying a standardized coffee and other food items.
The stakeholders will benefit from a growth in market share and a sustained profit.
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