MGMT 350: Continuous Quality Improvement
Ya Kun Kaya Toast (Parkway Parade Outlet)
Mr Fadi Kotob
Chua Hock Lai (4335120)
Ho Wei Giin (4398063)
Koh Hee Ting (4337062)
Ong Wen Pin, Sean (4397940)
TABLE OF CONTENTS
In every business, quality control is the most important portion that affect the business concept hence in order to strive a better profits in business, we need to make sure that quality of services is provided to consumers.
In our project team case study, we are request to understudy Starbucks and Costa coffee outlet in Plaza Singapura which is located in the town of Singapore. Our case study is about compare both café performance and quality and improving its process using Six Sigma DMAIC Methodology.
Define is the first phase of DMAIC process. This phase is to define the project goal and the internal and external customer. In every food and beverage chain of restaurant, waiting time to place an order is the most priority as it could post an issue, followed by the quality of desserts/cakes offered in the café. There are a lot of coffee cafes or club in most of the shopping mall in Singapore. Starbucks is the most popular choice among most of the coffee cafes. In Plaza Singapura, this is located in town which is suitable for anyone in any point of the time during the day and night as located near to office tower, surrounding is more for tourists to shop around and also for people going for their meals. The main customers at that timing are families, couples, and working professionals, whereby Saturday is always time for family to be spending together. The issue that both Starbucks and Costa Coffee facing is the current cost of quality of long queuing time for ordering which will directly affect their whole Saturday programs.