Starbuck: Delievering Customer Service

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Starbucks is the largest coffeehouse company in the world. Starbucks Corporation was founded by English teacher Jerry Baldwin, history teacher Ziev Siegl, and writer Gordon Bowker in March 1971. The first Starbucks first coffee shop opened in Washington, America in 1971. In 1987, the Starbuck owner sold the company to Howard Schulyz. Starbucks business nature is selling Coffee (drip brewed coffee), Coffee beans, other hot and cold drinks, cold and hot Sandwiches, Panini, Snacks, Pastries and item like Mug. By 2002, the company has over 5,000 stores located globally and with an average of three news stores open per day. In late of year 2002, Christine Day, Starbucks’ senior vice president of administration in North America have discover that the Starbuck Coffee did not meet the required customer’ expectation and satisfaction. Christine Day plan to invest $40 million annually to the company’s 4,500 store on improving the speed of customer service, in order to solve the problem.

Main issue: Starbucks didn’t meet customer expectation and satisfaction In year 2002, Christine Day the Starbucks’ senior vice president of administration in North America have discover that recently the Starbuck Coffee show a decline in customer’ expectation and satisfaction. Issue 1: Low speed of delivering service to customer

In the past times, when customers came to Starbuck will often order a fit type of beverage, such as coffee connoisseur and the baristas (employees) will direct produce it without any delay. However in the nowadays, most of the customer would order a customized hand crafted drink and it often increase the time for barista to produce it, this is because the complexity of each hand crafted drink required 10 different steps to complete the order, which it cost a lot of time. In conclusion, the main cause of the low speed service issue was due to the Starbuck baristas (employees) job were complicated which are many products required numerous step to...
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