CASE STUDY 2 One IS, Many Cups of Coffee Ben Vollmar had a vision. His small col

Question

CASE STUDY 2 One IS, Many Cups of Coffee Ben Vollmar had a vision. His small college town needed a cof- fee shop, and he loved coffee. He was soon to graduate from the $10,000. college and recognized an opportunity. Flatlands Coffee began, at his money with a Kickstarter campaign raising enough money to get started. He estimated that he needed His MIS class gave him an idea; he might be able to raise least as a vision. To act on that vision, Ben set off to master the art Kickstarter is a global crowdfunding platform. In its first of coffee making, discovering the many nuisances of coffee prepa- 8 years, it raised more than $2 billion in funding for 250,000 differ- ration, and deciding on his particular blend. Then it was time to ent creative projects. Kiekstarter projects range from films to video turn his idea into a business. games to journalism to food and coffee shops. On Kickstarter, Ben hunted for store locations around town as he began to ners of the projects offer tangible rewards for investors willing develop his business plan. His first big challenge was going to be to make an initial investment in the project. Eagerly, Ben launched ow

Explanation / Answer

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1

Customer service is the key of happy customer. happy customers become loyal customers and they make word of mouth recommendation that attracts new customers. it plays an important role in an organisation’s ability to develop income and revenue.

Major activities in customer service process

telling customers about your special qualities that set your coffee apart from other

the key to repeat business is to know what your customer wants

customer provides their valuable feedback which is necessary to know whether they are satisfied or not and their experience within the coffee shop

2

when you swipe your cards on square point of sale reader .the reader maintains a record of all sales and store them in square’s cloud storage account. Ex: when barista swipe your card at ben’s shop square verify your card and maintains a database for him

square maintains a database which stores email address of ben’s verified customer which help ben in his promotions by giving them discounts

square pays all the employee from ben’s account on paydays. It also creates tax forms for ben’s business and send’s employee their w-2 forms

square provide a short term loan to merchant’s like ben at a reasonable rates which are even lower than what banks charges.

3

Structured process are the day to day operations as in ben’s case it includes purchasing raw material for his coffee shop ex: coffee , milk ,cups and other products , accepting a return , Variety of coffee drinks available to choose from , labour content and skill ranging from high labour content with high labour skills to low etc

Whereas dynamic process are flexible , informal and adaptive process that normally involves stratergic and less structured managerical decision and activities as in ben’s case this includes deciding to open a new coffee store ,variety of coffee sold , furnishing and promotion etc

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