...2.1 Create information for decision making by summarizing data using representative values The questionnaire set out to seek for information from people on their view of Starbucks product. It sought to find out about people’s perception of Starbucks product. That is ‘why they tend to purchase it’. 40 persons were interviewed with a structured question. The information obtained are thus shown below. The representative values used here are the mean, median, mode and standard deviation. Table 1 showing the mean, median, mode, Standard Deviation for each questionnaire response |Table 1. Statistics | | | |Table 2. Responses from Questionnaires | |Personal Details |Frequency |Percentage | |Age |Up to 18 |6 |15.0 | | |18-30 years |14 |35.0 ...
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...zz Starbucks: Delivering Customer Service 1. Teaching Objectives A. To illustrate the importance of having a tightly-integrated, highly-differentiated value proposition that is carefully aligned with a well-conceptualized target market. B. To explore the managerial challenges that accompany rapid growth and to reinforce the idea that in order to sustain value, a company must constantly reevaluates its value proposition, competitive positioning, and market strategy. C. To illustrate the difficulties associated with customer relationship management in the context of a diverse customer base. D. To highlight the idea that there is no single definition of great service. Instead, different customers may define service in different, often conflicting, ways. E. To illustrate the importance of measuring the correct drivers of customer satisfaction. 2. Discussion Questions A. What factors accounted for the extraordinary success of Starbucks in the early 1990s? What was so compelling about the Starbucks value proposition? What brand image did Starbucks develop during this period? B. Why have Starbucks’customer satisfaction scores declined? Has the company’s service declined, or is it simply measuring satisfaction the wrong way? C. How does the Starbucks of 2002 differ from the Starbucks of 1992? D. Describe the ideal Starbucks customer from a profitability standpoint. What would it take to ensure that this customer is highly satisfied...
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...authority for the product from the design and manufacturing through marketing and has direct contacts with both dealers and consumers b. The Toyota system responds more quickly than competitors, allowing the company to correct any mistakes and react to market trends faster than competitors c. Since the corporate philosophy is to serve customers, consumer inputs are more likely to be used develop better new products 2. Toyota’s manufacturing system designed to serve customers in ways such as a. In Toyota’s manufacturing system, parts and cars don’t get built until orders come from dealers requesting them. In placing orders, dealers essentially reserve a portion of factory capacity. The system is so effective that rather than waiting several months for a new car, the customer can get the built-to-order car in a week to 10 days. b. Employees, even on the assembly line are trained to consider their output as a product that should satisfy the next employee (the “customer”) who receives it, if everyone in the company is satisfied with the quality of the work received from others, it is more likely that the ultimate consumer will be satisfied with the final product c. Toyota uses a just-in-time inventory system to keep inventory costs low d. Toyota’s manufacturing system has close relationships with suppliers and demands high-quality products from them 3. Toyota implement the bilateral and multilateral knowledge sharing routines with supplier that result...
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...L I V I N G O U R VA L U E S Corporate Social Responsibility Fiscal 2003 Annual Report STA R BU C K S M I S S I O N S TATEMENT AND GUIDING PRINCIPLES To establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles as we grow. The following six Guiding Principles will help us measure the appropriateness of our decisions: • Provide a great work environment and treat each other with respect and dignity. • Embrace diversity as an essential component in the way we do business. • Apply the highest standards of excellence to the purchasing, roasting and fresh delivery of our coffee. • Develop enthusiastically satisfied customers all of the time. • Contribute positively to our communities and our environment. • Recognize that profitability is essential to our future success. What It Means to Live Our Values at Starbucks We are very proud to present you with Starbucks third annual Corporate Social Responsibility Report, this year titled “Living Our Values.” Throughout our Report, we explain the measures we take to align our decisions and actions with Starbucks Mission Statement and Guiding Principles. The topics presented here relate to our definition of corporate social responsibility. They are subjects we also believe to be important to our partners (employees), customers, shareholders, suppliers, communities, and others. As information was gathered for each topic, we stepped back and asked ourselves if we are...
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...Table of Contents Introduction 3 1.1 Brief Company Overview 3 1.2 Speciality Coffee Industry and Starbucks Coffee Supply Chain 3 1.4 Problem Definition 4 Literature Review 4 2.1 Current Situation of Starbucks and Older Supply Chain Method 4 2.2 Supply Chain Visibility 5 2.5 C.A.F.E (Coffee and Farmer Equity Practices) Practices 6 Findings 7 3.1 Starbucks’ Operations 7 3.1.1. Material Flow 7 3.1.2 Purchasing System 9 Discussion and Analysis 10 4.1 Starbucks’ 3PLs Strategy 10 4.2 Value Change Analysis 10 Conclusion 11 Appendix A 15 Appendix B 16 Appendix C 17 Appendix D 18 Appendix E 19 Appendix F 20 Appendix G 21 Appendix H 22 Appendix I 23 Introduction 1.1 Brief Company Overview Starbucks is the world’s #1 speciality coffee retailer with more than 20,000 stores n 65 countries (See Appendix G). It operates an estimate of 8,800 of its shops, while licensing and franchises operate the remainder of the stores. The company also owns Seattle’s Best Coffee, Torrefazione Italia coffee brands, Teavana, Tazo, Evolution Fresh, and La Boulange (SCC 2014). Starbucks offers consumers various products including: coffee, handcrafted beverages, merchandise, fresh food, and consumer products of coffee and tea and ready-to-drink (RTD) goods (SCC). 1.2 Speciality Coffee Industry and Starbucks Coffee Supply Chain The speciality coffee industry has seen drastic growth with increase in sales between the 1980s and 1990s. A great number of coffee specialists...
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...E-Marketing BM012-3-2-EMKT Individual Assignment | Table of Contents 1.0 INTRODUCTION 3 2.0 STRATEGY IDENTIFICATION 4 2.1Marketing Mix 4 2.11 Product 4 2.12 Price 4 2.13 Place 5 2.13 Promotion 5 3.0 ENVIRONMENTAL ANALYSIS 8 3.1 SWOT Analysis for Starbucks 8 3.2 PEST Analysis for Starbucks 10 3.21 Political 10 3.22 Economic 10 3.23 Social 11 3.24 Technological 11 4.0 E_MARKETING PLAN 14 4.1 E-Marketing Strategic Planning 14 4.11 Segmentation 14 4.12 Targeting 15 4.13 Differentiation 15 4.14 Positioning 16 4.2 Objectives 18 4.3 E-marketing Strategy 18 4.4 E-marketing Tactics 19 5.0 IMPLEMENTATION 22 5.1 Implementation Plan 22 5.2 Evaluation 24 6.0 CONCLUSION 25 7.0 REFERENCES 26 8.0 APPENDIX 30 1.0 INTRODUCTION Starbucks is a well known brand established 1971 at Seattle by Jerry Baldwine, Zev Seigle and Gorden Bawker. The company operates in approximately in 17,000 retail stores over 49 different countries including Malaysia. With the mission statement of “to inspire and nurture the human spirit-one person, one cup and one neighbourhood at a time” Starbucks have been expanding rapidly. Other than the world premium coffee Starbucks offers tea, cold beverages, complementary foods such as sandwiches and salads. (A. Mettlach, 2010) Starbucks has invested highly on IT to target their products and services to market segments. As a result Starbucks has attracted a large number of customers and established a...
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...A brief discussion about 6 organizational characteristics differences: Outcome Orientation: • Etisalat's outcome orientation is low. This is basically because Etisalat does not look for the outcome only (profit), but also for the customers' expectations that will pamper their expectations. And also because Etisalat is newly started in Egypt, therefore it has to exceed customers' expectations and to beat the strong competitors in the same region (Vodafone and Mobinil),which are competing themselves by more offers, discounts and new services to delight their customers.Etisalat also needs more attention from the people in the region to attract people to it, so it makes a lot of advertising and also attractive advertising; to attract customers to Etisalat from all around the areas where its services are able to reach. 3. People Orientation: • People orientation in Etisalat is high. People working in Etisalat, work under one condition which is to achieve the organizational goal (satisfy the customer needs with lowest cost and price possible). Also there are many other factors affecting the people working in Etisalat Company, such as a suitable working environment, which has a big role in making the employees work efficiently and friendly with each other. Also salaries earned by the ope operating staff is a factor of great importance that greatly affects people orientation in the company, because salaries are not suitable, chances of employee's efficiency to decrease is likely...
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...Video Case 2.1 Starbucks: Staying Local While Going Global Through Marketing Research 1. Students should search an Internet database using the key words “coffee”, “coffee shops”, “coffee consumption”, etc. to identify the relevant data. They should also visit Starbucks’ web site (http://www.starbucks.com). 2. Starbucks can determine the answers to such questions by conducting qualitative research. Both focus groups and depth interviews can be useful. Focus groups can generate new insights and ideas, while depth interviews can uncover hidden motives, values, and beliefs. Using qualitative research, the company found that consumers are looking for a coffee house experience that elevates coffee drinking to an art form and coffee houses to the place where Americans choose to relax and socialize. Through extensive marketing research studies, Starbucks created a place where you can meet and drink good coffee that did not resemble work or home, but fell somewhere in between. 3. Personal interviews at representative coffee shop locations of Starbucks and other chains could be used to determine the image coffee drinkers have of Starbucks and other coffee shop chains. This method offers several advantages: complex questions can be asked; it is very good for the use of physical stimuli; very good sample control; high quantity of data; and very good response rate. 4. Personal observation method could be used at a sample of Starbucks coffee shops where the new coffee is...
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...Activities 11 C. Portfolio Analysis: 13 1. Ansoff Matrix 14 2. BCG Matrix 15 3. McKinsey: 16 D. Competitive Advantage: 17 E. Analysis Conclusion: 17 V. MARKETING STRATEGY: 18 A. Where do we want to be? 18 B. Segmentation, Targeting and Positioning: 18 1. Segmentation: 18 2. Targeting: 19 3. Positioning: 19 C. Competitive Strategy 20 D. Marketing Mix: 21 1. Product 22 2. Price 22 3. Place: 23 4. Promotion 23 5. People 24 6. Physical Evidence 24 7. Process 25 VI. IMPLEMENTATION: 26 A. Product development and diversification 26 B. Price 27 C. Internationalization and distribution networks: 28 D. Promotion: 28 E. People: 28 F. Budget: 29 VII. CONTROL AND MONITORING: 30 VIII. APPENDIXES 31 EXECUTIVE SUMMARY: Starbucks Corporation, currently the global leader in the coffee business, started off as a coffee bean roaster and retailer in 1971 in Seattle. Since then the firm has established 20,891 stores across 64 countries under the leadership of Howard Schultz. In the last decade, Starbucks has resorted to aggressive expansion making it the leader on the coffee shop market. However, increased domestic competition, recession and rise of commodity prices have led them to shut down 128 stores in 2013. Hence, arises the need for a novel marketing plan. An analysis of the current situation reveals that Starbucks’ biggest strengths are its brand image and store appeal. However, Starbucks’ reliance on...
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...Introduction This paper will be discussed about defining culture in organization according to the Schein’s definition. The Schein’s theory is include of the (a) a pattern of basic assumptions, (b) invented, discovered, or developed by a given group, (c)as it learns to cope with its problems of external adaptation and internal integration, (d) that has worked well enough to be considered valid and, therefore (e) is to be taught to new members as the (f) correct way to perceive, think, and feel in relation to chosen problems’.(Schein, 1990, 111). So by this all theory will be discuss about the theory in the organization or the company I had been choose to study how much this theory will be applied toward the organization or the company. The company that I had been choose is Starbuck company that selling the drink and beverage toward people. The other reason I choose Starbucks is because it has worldwide branch including Malaysia. So that it must adapt it certain culture in the nation in order to survive. Starbucks also including the best company in the world that because of it successes to expand the company to the whole worldwide. In term of management Starbucks also has the best management in the world. According to the Fortune.com Starbucks get a ranking no 5 world for the most admired company so far. By this I will related the Schein’s theory toward this company and how it functioning. 2.0 Problem statement 2.1 What are the basic assumptions within the organization? a...
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...Unit VI Research Project (Starbucks) Angelo R. Jones BBA 3201-Priciples of Marketing Columbia Southern University Promotion Starbucks company concept began by trying to bring the Italian coffee bistro experience in the northwest. Its owners believe that if they can “inspire and nurture the human spirit – one person, one cup and one neighborhood at a time” (Starbucks Corporation, 2016) they can continue to grow their business successfully. This is their mission statement which drives their marketing concept as they focus on the following points: a. The perfect cup of coffee – the company primary focus is to provide the best cup of coffee to their customers. They want to provide an upscale experience that captures the...
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...Video Case 2.1 Starbucks: Staying Local While Going Global Through Marketing Research 1. Students should search an Internet database using the key words “coffee”, “coffee shops”, “coffee consumption”, etc. to identify the relevant data. They should also visit Starbucks’ web site (http://www.starbucks.com). 2. Starbucks can determine the answers to such questions by conducting qualitative research. Both focus groups and depth interviews can be useful. Focus groups can generate new insights and ideas, while depth interviews can uncover hidden motives, values, and beliefs. Using qualitative research, the company found that consumers are looking for a coffee house experience that elevates coffee drinking to an art form and coffee houses to the place where Americans choose to relax and socialize. Through extensive marketing research studies, Starbucks created a place where you can meet and drink good coffee that did not resemble work or home, but fell somewhere in between. 3. Personal interviews at representative coffee shop locations of Starbucks and other chains could be used to determine the image coffee drinkers have of Starbucks and other coffee shop chains. This method offers several advantages: complex questions can be asked; it is very good for the use of physical stimuli; very good sample control; high quantity of data; and very good response rate. 4. Personal observation method could be used at a sample of Starbucks coffee shops where the new coffee is...
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...Starbucks is considers the one of the most famous coffee store brand in the world, based on the case we can find that it is on the leading position of coffee market, it has a significant sales growth compare other brand in the market. But in recent year it seems start to facing more challenges from different aspect and these challenges had became a resistance of its business expansion. 1. Financial Analysis Income statement: Based on the case we can find that there is a huge net income increase from 1994 to 1999. It is more than 10 times different within 6 years. On the other hand, the retail and specialty sales has sharply growth in these years. Net Earning |Year |1994 |1995 |1996 |1997E |1998E |1999E | |Net Earnings (US$ Thousands) |10206 |26102 |42128 |57700 |84900 |113000 | [pic] Total Sales | |1997E |1998E |1999E |2000E | |Year | | | | | |Total Sales (US$ Millions) |9 |30 |73 |150 | [pic] Balance Sheet: a. Working Capital = Total Current Assets – Total Current Liabilities | | | | | | ...
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...Analysis of Starbucks Delivering Customer Service Problem statement: • In 2002, market research has shown that Starbucks has a gap in meeting its customer’s expectations in terms of customer satisfaction. • On interpretation the marketing research data, Christine Day, Senior Vice President concluded that the speed of service was the main reason for this decline in customer satisfaction. So she proposed to improve the service time such that each order is served within 3 minutes. • However, this solution would cost Starbucks 20 additional labor hours per week thereby $40 million per year. Is 20 seconds increase in speed of service really worth $40 million per year? Situation Analysis: Customers: The demographics of a typical Starbucks customer have changed drastically in the recent years. • From Exhibit 8 in Starbucks case document newer customers of Starbucks are younger, less well-educated, low income, less frequent visited to the coffeehouse and had very different perceptions. • The overall attitude of Starbucks is very low on 25% by new customers whereas the regular customers stood in 44%. • While many factors influenced customer satisfaction, overall service and speed of service were identified as the most influential; a quick glance at Starbucks's recent customer satisfaction (Exhibit 10 and Exhibit 11 in Starbucks case document) reveals that customers did in fact express dissatisfaction with the efficiency and speed of service. • From Exhibit 9 in the...
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...LAB 1 1. Describe the function of the following pieces of safety and how each might be used. a. Eye Wash An eye wash station is used when chemicals accidently get into you eyes. In case that you get any kind of chemical into your eyes you need to wash your eyes with water for 15 to 30 minutes. You need to rinse your eyes from the inside to the outside of the eye. b. Fire Blanket A fire blanket is a sheet made from fire resistant material that is used to contain small fires or to wrap around a person. c. Shower A safety shower is used to wash your body in case of a fire or if chemicals are spilled all over your body. You need to stand under the shower head and turn on the shower and let the water wash you for 15 to 30 minutes. d. Chemical Spill Kit A chemical spill kit is used to clean up chemical spills that could be hazardous. A spill kit is made up from acid plus a base to salt and water. e. Biological Spill Solution A biological spill solution contains bleach and is used to sterilize an area that is contaminated. 2. Briefly describe a situation when each of the following waste disposal containers would be used and give examples of the waste involved: a. Broken Glass Container Be careful when handling glass so you don’t cut yourself. Make sure to discard of all the class in the appropriate sharps container. If you happen to break glass at home and you throw it in the trash can make sure that there was no harmful chemical...
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