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Total Quality Management
Transcript of Total Quality Management
High Quality Whole Bean Coffees
Freshly brewed coffees
Coffee and Farmers Equity (C.A.F.E)
Between customers and Starbucks perception
lies between stores perception and Starbucks customers
Store service standards and the actual service standards
Services provided and the services promised in the promotional advertisement
Customer Bond and Loyalty
Starbucks Loyalty Cards
Free of charge to add on syrup and milk and free drinks after stars
To keep customers connected
Smile and Patience
Scientific Certification System (SCS)
Internal control system
coffee bean purchase
buying the best bean world wide
Processing procedure control
JUST IN TIME
Reduce error of every coffee
Taguchi design of experiments
Environmental management system
recyclable paper cup
used quipment return
1970S-- The first Starbucks opened by Herman Melville’s Moby Dick.
1990S --expand byond Seattle, entire the world
1990S-- the first companies to offer stock options to its part-time employees.
2000S--Starbucks has more than 15,000 locations in over 40 countries.
Evaluation of Starbucks logo
2011 and Beyond
"At Starbucks its not just an exchange of coffee over the counter from one hand to another, its making a connection, creating a relation and giving an experience."
high quality service
Starbucks Green Worldwide!
20891 stores over 62 countries!
Starbucks products Quality
Starbucks Services standards
Here ends our presentation!
Starbucks mission statement
Establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles as we grow.