Starbucks Quality Management Essay

Starbucks Case Identifying Service Management Excellence

Executive Summary
In different countries, Starbucks can be seen everywhere, they are restaurants and also a café. It is the largest coffeehouse company in the world, as there are more than 21,000 Starbucks stores around the world. They have many loyal customers to let them become success, apart from this, Starbucks have some service management excellence such as their three minutes standard and their status in worldwide, there are many small companies trying to compete with Starbucks but they might not succeed. Through the discussion of service management topics – Service quality, Customer relationship marketing and Service communications, there will have a comprehensive view of Starbucks’s service management and give recommendations to make them more successful. Moreover, after discussing the relevant theories and concept, the recommendations for Starbucks are the face-to-face interaction and improve their housekeeping during busy times.

This paper is focused on three topics of one organization. The topics that are going to examine in the context are Customer relationship marketing, Service quality and Service communications, and the chosen organization is Starbucks, it is a restaurant as well as café.

In Hong Kong, Starbucks is a very famous restaurant, when people mentioned Starbucks, definitely everyone knows it and always goes there, besides, in foreign country, Starbucks is always people’s choice to go for a meal or a cup of coffee too. Nowadays, people who go to a coffeehouse coffee is not is not only a want for the quality and the taste of coffee, eating or drinking in there is a symbol of new spiritual and high quality lifestyle, this generation also pursuit of trendy. (UK Essays, 2013)

In the following sessions, this paper will discuss about Starbucks’s service management excellence and its best practice, as it is a listed company, there are many branches in Hong Kong and still keep on expanding, which means many people go to patronize. The reason of choosing this organization is because it is a successful restaurant in worldwide, people loves to go there although the price is not cheap.

Service Management Excellence
Nowadays, Starbucks Corporation is the largest coffeehouse company in the world, there are more than 21,000 Starbucks stores around the world. According to the statistic of Most valuable fast food brands worldwide in 2014, Starbucks was the second valuable fast food brand in the world with an estimated amount to 25.78 billion U.S. dollars (Statista, 2015), instead of coffee, they also have cakes or sandwiches for customer to buy. The three main reasons for why customers choose Starbucks are: the coffee itself, the service of Starbucks staffs/barista and the experience gained in the stores. Starbucks use dark roasted as their coffee beans, it is because dark roasted have always been the highest quality coffee beans which is the differences of Starbucks from other coffee sellers. In addition,...

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Control Mechanisms of Starbucks Essay

1602 WordsFeb 24th, 20137 Pages

Control Mechanisms of Starbucks
December 10, 2012

Control Mechanisms of Starbucks
Starbucks Coffee Company™ first opened in 1971 in Seattle’s historic pike place market neighborhood (Starbucks Coffee Company, 2012, p1). Their mission is “to inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time” (Starbucks Coffee Company, 2012, p1). Identifying four control mechanisms, comparing the effectiveness of them, the reaction to the use of these controls, and how they affect the functions of management at a company like Starbucks, it is easy to see why they are so successful.
Identify Four Types of Control Mechanisms
Four types of control mechanisms Starbucks uses are bureaucratic,…show more content…

Starbucks wants each and every employee to feel that Starbucks is the best place to work. This is done through the belief that Starbucks should listen to the opinions of their employees, and value them (Starbucks Coffee Company, 2007). Beginning in 2007, Starbucks completed a study on international store employees to determine a pay scale. The success of Starbucks is “shared through incentive and benefit programs” (Starbucks Coffee Company, 2007) for employees, based on the company’s philosophy. This is an example of how Starbucks uses financial control mechanism to motivate their employees.
Positive and Negative Reactions to Controls
Each control mechanism has its benefits and designed with a purpose to help enhance the effectiveness of management and the success of the company. With each method comes a reaction from employees either positive or negative. The control mechanism have been designed to fit a specific type of business model and as stated earlier, Starbucks has adopted each one and applied to help them become successful. One of the best functions is the bureaucratic function. This allows management to set standards, measure performance, compare performance against the standards and look for deviations, and finally taking corrective actions to fix the errors (Bateman & Snell, 2009, p576). The pro is that this Control Cycle allows management to find errors or omissions and help correct them so that employees may achieve

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