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Service Quality Management: Starbucks - Essay Example

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The aim of the paper “Service Quality Management: Starbucks” is to analyze the culture of performance excellence at Starbucks which is reflected in its people-oriented strategy. Its mission statement includes diversity management…
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Service Quality Management: Starbucks
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Download file to see previous pages There are a lot of training programs that give details as to exactly which items ought to be used while making the coffee and how they vary with the type of order. Here there is very little flexibility for the employees to something different from the orders given; however, in the department in which I was working, that is the sales department, employees were given a lot of flexibility and opportunity to come up with new ideas and share ideas with each other. The performance excellence framework that Starbucks is following is a sequential process which begins with job description, followed by establishment of work goals and performance review and ends at reward management. However, the process actually does not end here; the company conducts continuous performance management of its employees in order to achieve performance excellence. When I joined Starbucks, I was given a copy of the code of ethics along with the objectives I was expected to accomplish and terms of payment. The USP of Starbucks, according to me, is excellent communication with employees. Memos are circulated and information is constantly updated on the company website and on notice boards. Furthermore, the company conducted 360 degree feedback to ensure that I was assessed from a variety of sources not just the manager. Thus, based on my experience I can conclude that the company demonstrates high levels of performance excellence. Mc Donald’s Much was similar about my experience at Mc Donald’s....
Thus, based on my experience I can conclude that the company demonstrates high levels of performance excellence. Mc Donald’s Much was similar about my experience at Mc Donald’s. The company truly believes that humans are an invaluable resource and that the exceptional performance of Mc Donald’s is the result of its superior HR. Working as a sales representative, I learnt from my manager that the company insisted on flexibility and instructed managers to stick to one aim for only half of a year. Instead of building strategy around structures, the company built structures around strategy. This was very motivating for me and it brought out my best potentials because emphasis was given to what employees could offer rather than accomplishing what they were ‘told to do’. I was not the only one who loved working at Mc Donald’s; 90% of employees around me claimed “I’m lovin’ it”. The best part about the company was that, even though I was working in the sales department, I was initially given induction training about the operational side of the company as well. This gave me a sense of ownership in the company, even though I was a fresh recruit. Therefore, one may infer that the company operates under high levels of performance excellence. How can quality outcomes be improved? Starbucks The company’s quality outcomes have declined over the years as demonstrated by the model on service quality and customer satisfaction used by Starbucks. The main issue with Starbucks is that it is measuring the wrong parameters to gauge customer satisfaction and service quality outcomes; it is focusing on parameters that account for product quality rather than service quality. Thus, the parameters that is using do not fall in the CSI category. ...Download file to see next pagesRead More
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