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Starbucks: Delivering Customer Service
Transcript of Starbucks: Delivering Customer Service
QR code/cup; farmer --> consumer
Starbucks not Starbucks coffee Managing Processes Reduce bottlenecks
TPS; achieving JIT delivery to consumer
Manufacture during placing order The Potbelly’s effect
GWU: 10min wait time reduction Process Map Integrated Technologies Order-up screen
Knowledge of wait time Smart card program
Quantitative survey customer v.s. location
Post-purchase reaction Social Media Use
Tweeting your order Managing People High involvement with customer
Personal card program; “the usual”
More integrated in ordering process “Partners”Schultz: “10,000 employees & 5hr training”
Continual problem solving; empowerment Expected Challenges Implementation on large scale
Adjusted habits; retraining
Loss of culture Potential Alternatives Summary Increase employees & man hours
Clutter, cost, confusion
Assembly line processing
Layout, retraining, atmosphere
Pre-ordering by phone
Bottlenecks, interaction-less, atmosphere DunkinBeatStarbucks.com Brand Assault Unsnobby Coffee Culture Assault Pre-Break Market position
Value Propositon Product, Process, Technology, People
Barriers 2006: increase man power to reduce speed and recover loyalty
2011: use of process and technology to regain client base Post-Break Thesis Questions ? Did You Enjoy Your Drink?