Customer Service and High Quality
Chapter 4: Internal analysis - Structure
4.1 Analysis of the value chain:
Primary activities:
Inbound logistics:
* Focus upon the relationship with supplier, how they manage to secure deliverance of high quality coffee beans. Communication and contracts with green coffee suppliers
Operations:
* How Starbucks operations are conducted?, Starbucks own stores, expand on how many and how the procedure is (licensing etc)
Outbound Logistics: * How do they sell their coffee costumers? Originally through their own shop without any intermediates, though they started to let some supermarkets sell their coffee, which is a concept they want to expand on here in Denmark. (in Bilka)
Marketing and sales * They don not use much resource in the marketing area since they believe that the premium coffee can be advertised though their customers and their experience
Service
* Their main priority is to keep a high quality customer service where not only the coffee is premium but they want the overall experience to be extra ordinary.
Support activities:
Infrastructure:
* The support systems they use to maintain their daily operations. This includes laws and regulation their interaction with government, finance
Human resource management
* They have many policies about how to treat each other, diversity and about work security. Also they motivate their workers by courses, which helps them to maintain high quality customer service. They follow all regulations about wages and work hours, since they want the best working environment for their workers
Technology:
* Starbucks rely very much on the equipment and technology they use. It is crucial for the cost-saving purpose and also to maintain high quality coffee, which is more or less similar in all countries.
Procurement
* The main items needed for Starbucks production is mainly the high quality coffee bean and raw food items. Also they need buildings and
4.1 Analysis of the value chain:
Primary activities:
Inbound logistics:
* Focus upon the relationship with supplier, how they manage to secure deliverance of high quality coffee beans. Communication and contracts with green coffee suppliers
Operations:
* How Starbucks operations are conducted?, Starbucks own stores, expand on how many and how the procedure is (licensing etc)
Outbound Logistics: * How do they sell their coffee costumers? Originally through their own shop without any intermediates, though they started to let some supermarkets sell their coffee, which is a concept they want to expand on here in Denmark. (in Bilka)
Marketing and sales * They don not use much resource in the marketing area since they believe that the premium coffee can be advertised though their customers and their experience
Service
* Their main priority is to keep a high quality customer service where not only the coffee is premium but they want the overall experience to be extra ordinary.
Support activities:
Infrastructure:
* The support systems they use to maintain their daily operations. This includes laws and regulation their interaction with government, finance
Human resource management
* They have many policies about how to treat each other, diversity and about work security. Also they motivate their workers by courses, which helps them to maintain high quality customer service. They follow all regulations about wages and work hours, since they want the best working environment for their workers
Technology:
* Starbucks rely very much on the equipment and technology they use. It is crucial for the cost-saving purpose and also to maintain high quality coffee, which is more or less similar in all countries.
Procurement
* The main items needed for Starbucks production is mainly the high quality coffee bean and raw food items. Also they need buildings and