Scribd Logo
Upload

Welcome to Scribd!

  • 29 views

    Case Study Presentation Starbucks Delivering Customer Satisfaction

    Uploaded by

    Waseem Hanif
    Starbucks is facing declining customer satisfaction due to long wait times. They are considering investing $40 million to increase staffing levels and improve the speed of service. This would equate to an additional $8888 per store annually. The document analyzes this proposal and alternative solutions such as investing in automated machines, educating employees on customer service skills, and establishing loyalty programs. It determines that educating employees to improve their soft skills and customer interactions is the best way to increase customer satisfaction and loyalty.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd

    Case Study Presentation Starbucks Delivering Customer Satisfaction

    Uploaded by

    Waseem Hanif
    29 views10 pages
    Starbucks is facing declining customer satisfaction due to long wait times. They are considering investing $40 million to increase staffing levels and improve the speed of service. This would equate to an additional $8888 per store annually. The document analyzes this proposal and alternative solutions such as investing in automated machines, educating employees on customer service skills, and establishing loyalty programs. It determines that educating employees to improve their soft skills and customer interactions is the best way to increase customer satisfaction and loyalty.

    Original Description:

    Case Study Harvard

    Original Title

    StarBucks.pptx

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Starbucks is facing declining customer satisfaction due to long wait times. They are considering investing $40 million to increase staffing levels and improve the speed of service. This would equate to an additional $8888 per store annually. The document analyzes this proposal and alternative solutions such as investing in automated machines, educating employees on customer service skills, and establishing loyalty programs. It determines that educating employees to improve their soft skills and customer interactions is the best way to increase customer satisfaction and loyalty.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    29 views10 pages

    Case Study Presentation Starbucks Delivering Customer Satisfaction

    Uploaded by

    Waseem Hanif
    Starbucks is facing declining customer satisfaction due to long wait times. They are considering investing $40 million to increase staffing levels and improve the speed of service. This would equate to an additional $8888 per store annually. The document analyzes this proposal and alternative solutions such as investing in automated machines, educating employees on customer service skills, and establishing loyalty programs. It determines that educating employees to improve their soft skills and customer interactions is the best way to increase customer satisfaction and loyalty.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    You are on page 1of 10

    Case Study Presentation Starbucks; Delivering Customer Satisfaction

    AHMED KHANZADA ANEEZA ALVI ANUM ABU HURRAIRA IQRA ASIF OMAR SHAHID RIDA AJMAL

    CASE FACTS
    With clear core values towards providing

    quality coffee, the best service, Atmosphere

    Starbucks has enjoyed great success since it was

    founded 30 years ago.


    Serious concerns regarding company problem

    meeting customers expectations.

    Quantitative Facts
    With the additional labor dollars, this could make the partners

    day to day tasks less stressful improve their ability to focus on the speed of service, their level of friendliness and the cleanliness of the store.

    To make the argument stronger and to put it in financial terms:

    The $40 million spread over 4500 stores

    would equate to $8888 per store per year, or $171 per week.
    store running about $15400 per week.

    Currently the hourly employee labor poor is about $3240 for a

    Exhibit Analysis

    PROBLEMS AND ISSUES


    Cannibalization

    Speed of Service
    Customer Satisfaction is on Decline

    Lost Sight of Customer

    Long Wait Times

    CORE PROBLEM
    This study aims to identify possible solutions on

    how the company could resolve the gaps that exist


    between customer

    expectations and what Starbucks delivers.

    In order to meet customer

    satisfaction and gain customer loyalty.

    DECISION CRITERIA
    To determine if Days $40 million proposal could

    solve Starbucks' dilemma regarding increasing customer satisfaction

    Since the assumption is that speed of service is the

    number one driver for satisfaction and that the additional labor will provide the increase of speed of service.

    Emphasis on

    INCREASING THE COMPANYS SALES.

    ALTERNATIVE SOLUTIONS
    Alternative 1 Starbucks make the $40 million investment in labor in the stores Alternative 2

    Invest more money in automated espresso machines


    Alternative 3

    Educate poor partners to utilize their soft skills to treat their customer as valuable.
    Alternate 4 Improve the speed of service to less than 3 minutes by increase labor hours

    Alternate 5 Establish Loyalty Programs

    FINAL SOLUTION
    After analyzing the current situation of

    Starbucks, the best course of action they could consider doing is to

    educate poor partners to utilize their soft skills

    You might also like