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Copy of Balanced Scorecard

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Diana Ryan

on 5 December 2013

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Transcript of Copy of Balanced Scorecard

Balanced Scorecard
Starbucks Coffee Company
by: Louie Gene D. Bundoc
April 23, 2012
Table of Contents
History of Starbucks
Starbucks has always been a place where you can find the world’s best coffees. But in 1971, you would have had to travel all the way to their only store in Seattle’s historic Pike Place Market.

1970s
First Starbucks opens
1980s
Howard Schultz joins Starbucks
1990s
Starbucks expands beyond Seattle,
first to the rest of the United States, then
the entire world.

2000s

The Starbucks phenomenon continues. As of this writing, Starbucks has more than 15,000 locations in over 40 countries. In addition to our excellent coffees and espresso drinks, people now enjoy for Tazo® tea and Frappuccino® blended beverages.

The first Starbucks opened in Seattle, Washington, on March 30, 1971 by three partners: English teacher Jerry Baldwin, history teacher Zev Siegl, and writer Gordon Bowker.

The three were inspired by entrepreneur Alfred Peet (whom they knew personally) to sell high-quality coffee beans and equipment. The name is taken from Moby-Dick; after the name Pequod was rejected by the other co-founders. The company was instead named after the chief mate on the Pequod, Starbuck.

Mission-Vision
Mission
The mission of Starbucks is to establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles while we grow.

Vision
To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.

SWOT Analysis
Strengths
International company with strong brand equity -- 9,000 cafes in almost 40 countries
Extremely profitable organization
Fortune Top 100 Companies to Work For in 2005
Large Focus on expansion
Self cannibalization
Expensive product pricing
Weaknesses
Opportunities
Brand Franchising
Developing other products and services that can be retailed in their cafes

Constantly introducing new products

Threats
Competitors: Dunkin Donuts Coffee, McDonald’s McCafe
Market trends – healthy lifestyles
Competition: street carts, supermarkets, other caffeine-based products
Financial Perspective
Internal Business
Perspective
Customer Perspective
Innovation and Learning
Perspective
Goals
Measures
Achieve Profitable
YoY Growth
•YoY net revenue growth
•YoY Operating Margin
Growth
•Revenue per employee
Make a Meaningful
Contribution to the
Community
•Measure % of net revenue
going to community
Goals
Measures
Customer Satisfaction-
Product Mix
•Survey
•Percent total sale of new products
Customer Satisfaction-
Product (Drinks,
pastries, etc.)
•In Store audits
•Number of returned drinks
Customer Satisfaction-
Service
•Number of complaints
Continuous Community
Involvement
•Number of projects/month
•Number of volunteer hours/month
Goals
Measures
Minimize Solid Waste
•Number of customers using their own mug
•Internal audit of solid waste
•Percentage of products packaged in
recycled/recyclable materials
Initialize Quality
Assurance
•Randomly take temperatures of hot drinks
•Test employees product knowledge
Maintain a Clean,
Safe, and
Orderly Store
•Perform and document cleaning and
maintenance inspections hourly
•Injury rate per hours worked
Goals
Measures
Knowledgeable
Employees
•Test scores on completed training units
•Number of products tested
•Number of training sessions completed
•Number of employee suggestions
submitted
Employee
Satisfaction
•Employee work referrals
•Length of employee tenure
•Percent employee absenteeism
•Employee satisfaction surveys
Bibliography
www.starbucks.com
en.wikipedia.org/wiki/Starbucks
History of Starbucks
SWOT Analysis
Balanced Scorecard
Bibliography
Full transcript