Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

Total Quality Management

No description
by

Joanne Yuan

on 30 October 2013

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Total Quality Management

Total Quality Management
STARBUCKS

Product
High Quality Whole Bean Coffees
Freshly brewed coffees
Premium teas
Espresso Beverages
Juices
Sodas
Pastries
Services Gap
Coffee and Farmers Equity (C.A.F.E)
Knowledge Gap
Between customers and Starbucks perception
Standard Gaps
lies between stores perception and Starbucks customers
Delivery Gap
Store service standards and the actual service standards
Communication Gap
Services provided and the services promised in the promotional advertisement
product quality
Customer Bond and Loyalty
Starbucks Loyalty Cards
Free of charge to add on syrup and milk and free drinks after stars
Employees Training
HARD SKILLS
Mix drinks
Cash Machine
Card Machine
Cleanliness maintenance
SOFT SKILLS
To keep customers connected
Smile and Patience
Cocoa Practices
Cocoa Practices
Verification
Comply
Not comply
Not applicable
Scientific Certification System (SCS)
Accuracy Checking
Telephone interview
Internal control system
Documented management
Monitoring System
Conformity Proving
Verification Process
coffee bean purchase
ISO9000
buying the best bean world wide
C.A.F.E program
technique support
Processing procedure control
JUST IN TIME
Technique control
Reduce error of every coffee
Taguchi design of experiments
Environmental management system
ISO19001
recyclable paper cup
used quipment return
Srbucks background
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.
Time line
Evaluation of Starbucks logo
1992-2011
2011 and Beyond
1981-1987
1987-1992
Conclusion
"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."
Suppliers training
Producer organization
cocoa cultivation
post-harvest processing
Customer research
high quality service
Starbucks Green Worldwide!
20891 stores over 62 countries!
Team members:
Joanne
Erin
Risako
Timothy
Outline
Timeline
Starbucks products Quality
Starbucks Services standards
Employee training
Cocoa Practices
Here ends our presentation!
Any Questions?
Starbucks mission statement
Establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles as we grow.
Full transcript