Service Operation Management in Starbucks

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Service Operations Management

Course: Service Operations Management

Course code: CORP3171

Name: Zhao Tong

Student number: p13206721

Tutor: Andrew Nicholson        

Contents

Abstract        

1.0 Introduction–Brief Background of Starbucks        

2.0 Service Concept        

2.1 Definition of Service Concept        

2.2 Importance of Service Concept        

2.3 Service Concept in Starbucks        

2.3.1 The Organising Idea        

2.3.2 Service Provided in Starbucks        

2.3.3 The Service Experience        

2.3.4 Service Outcome        

3.0 Operational Contribution to the Service Concept        

3.1 Service Process in Starbucks        

3.2 Supply Chain Management of Coffee in Starbucks        

3.3 Partner Satisfaction in Starbucks        

3.4 Customer Service in Starbucks        

4.0 Assessment of the Implementation of Service Concept        

4.1 Profitability Performance of Starbucks        

4.2 Comparing performance with Costa and Nero        

4.3 Customers’ Expectations and Real Perceptions for Starbucks        

5.0 Conclusion        

6.0 Suggestions for improving Service        

7.0 References        

8.0 Appendices        

Abstract

Service is paramount for societal development, especially for economy. Prominent service can propel interpersonal relationship, innovation and economic growth etc. This report will initially explain service concept, and then will utilize Starbucks as a case study to analyse its service operation. Eventually, this report will assess whether Starbucks’ service implement service concept or not and make some suggestions. For achieving these objectives, both primary research and secondary research are included. Primary research involves field observation and secondary research involves articles, journals, news and websites etc.