Video Case: Cold Stone Creamery Cake batter mixed with sprinkles and chocolate c
ID: 338326 • Letter: V
Question
Video Case: Cold Stone Creamery Cake batter mixed with sprinkles and chocolate chips, all doused with marshmallows. Did you ever think something as fun as ice cream could be so serious? Donald and Susan Sutherland, founders of Cold Stone Creamery are very serious about providing the “Ultimate Ice Cream Experience." They started in 1988 with a passion to serve the world's best ice cream, opening the first Cold Stone Creamery in Tempe, Arizona. Now with more than 1,300 stores, people everywhere have become serious about ice cream Cold Stone Creamery isn't just selling ice cream, it is creating an experience. Freshly made ice cream in a dizzying array of unique flavors is folded together with any topping: nuts, fruits, candy, cookies, brownies, or others on a frozen granite stone while staff members sing and dance for tips, mixing to the beat of the tune. You can customize your creation to any combination you can dream up, or choose from a menu of Cold Stone Original Creations. Today, Cold Stone is the No. 3 scoop shop chain, outselling Ben & Jerry's and Haagen-Dazs It got there with a song and a dance and a careful plan. Cold Stone started with a mission: “we will make people happy around the world by selling the highest quality, most creative ice cream experience with passion, excellence, and innovation." This is what drives every member of the company and defines their daily activity. It is the reason people come to work at Cold Stone. From that mission, the company's top executives set a company-wide goal of becoming "America's No 1 best-selling ice cream" by December 31, 2009. With careful planning, they created a strategic plan, their Pyramid of Success 2010, and broke this down into what it would mean for every member of the company to reach this goal. From the marketing department, to the creamery, to the "on the stone" staff, they translated this goal into tactical and operational plans. In doing so, Cold Stone ensured that every employee knows what he or she is working toward and is empowered to make decisions that support that goal.Explanation / Answer
Video Case: Cold Stone Creamery Cake batter mixed with sprinkles and chocolate chips, all doused with marshmallows. Did you ever think something as fun as ice cream could be so serious? Donald and Susan Sutherland, founders of Cold Stone Creamery are very serious about providing the “Ultimate Ice Cream Experience." They started in 1988 with a passion to serve the world's best ice cream, opening the first Cold Stone Creamery in Tempe, Arizona. Now with more than 1,300 stores, people everywhere have become serious about ice cream Cold Stone Creamery isn't just selling ice cream, it is creating an experience. Freshly made ice cream in a dizzying array of unique flavors is folded together with any topping: nuts, fruits, candy, cookies, brownies, or others on a frozen granite stone while staff members sing and dance for tips, mixing to the beat of the tune. You can customize your creation to any combination you can dream up, or choose from a menu of Cold Stone Original Creations. Today, Cold Stone is the No. 3 scoop shop chain, outselling Ben & Jerry's and Haagen-Dazs It got there with a song and a dance and a careful plan. Cold Stone started with a mission: “we will make people happy around the world by selling the highest quality, most creative ice cream experience with passion, excellence, and innovation." This is what drives every member of the company and defines their daily activity. It is the reason people come to work at Cold Stone. From that mission, the company's top executives set a company-wide goal of becoming "America's No 1 best-selling ice cream" by December 31, 2009. With careful planning, they created a strategic plan, their Pyramid of Success 2010, and broke this down into what it would mean for every member of the company to reach this goal. From the marketing department, to the creamery, to the "on the stone" staff, they translated this goal into tactical and operational plans. In doing so, Cold Stone ensured that every employee knows what he or she is working toward and is empowered to make decisions that support that goal.
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