Operations Evaluation: Starbucks

Starbucks main focus has been on its employees. Starbucks realizes that their employees are the driving factor & most important learning resource of the company. Starbucks provides each staff with a starting wage above minimum income standards as well as a quality health care and benefits plans. They firmly think that the welfare of these people, environment and community are linked to their success as a business. These principles offer an set up and proven work environment for every employee throughout every shop owned or run by Starbucks.



Starbucks is all about customer experience and the main element aspect to that is not keep a person waiting. Speed is an essential aspect, for the business enterprise, because the rate of their procedures affects them in lots of ways. The profitability is damaged when the personnel keeps the customers waiting and this could cost them dearly, besides, in regards to to the merchandise, by being slow-moving the quality of the food and drink also suffers. One way of minimizing time is to acquire efficient and clean internal marketing communications, and by keeping an enough level of inventory, especially a well organized kitchen or working space.


Quality is most likely the primary performance purpose as it is usually the one factor that differentiates it from its challengers. As stated above, as part of the customer experience, quality performs a primary role. Quality has a great deal factors and a large part of that depends on the customer understanding than it. Quality is primarily affected by the grade of the resources, enough time management etc. Starbucks could adopt a TQM way and even have quality bank checks. They could get back feedback from customers from time to time to review their performance.


Starbucks must be regular in its performance, and the quality of goods and services provided. A great way to measure dependability of products is ideal for example a small business may look into the records of the quantity of warranty statements made against a particular product.


Speed and Versatility are related, the faster the handling time the better the chances of processes being tweaked quickly. Flexibility also involves a degree of being up to date and to support the customer needs every once in awhile. Starbucks' R&D team would have to identify tastes and new mechanisms that can attract new customers and benefit the business. It also consists of understanding the overall economy they work in, like developing a custom-made menu for the countries they provide in.


Cost affects a large chunk of the way the company works, because whichever company it is each of them have a income maximization target. Major costs for Starbucks include the acquiring of coffee beans and Starbucks is very specific about the Arabica beans they procure, an example of minimizing cost would be how they have began growing their own coffee beans, which includes given them better control over their costs by lowering supplier costs. Another method to achieve this is to revise technology that better uses type and reduces misuse.

Of the 4 strategic perspectives, Resources can be applied better to Starbucks

Financial resources influence Cost and Quality performance targets. If quality is high, costs are usually high. However, Starbucks confirms the balance between cost & quality and a good quality product & service at minimum amount cost.

Physical resources refer usually to the region where business is carried out and affects the Speed component of the performance goals. Starbucks all over the world have similar shop design where you might get to the counter; customers have to first pass through the seats area. It might be faster and probably far more convenient to customers to have the counter nearer to the entrance.

Human resources include the knowledge and experience of employees/owner and impact the Stability variable of the performance aims. There is a requirement for all Starbucks employees to learn how to help make the various beverages and also how to connect to customers. Just how Starbucks employees connect to customers is completely different from other of these outlets. Also, a drink made in one wall plug sometimes doesn't are different in any way from the same drink manufactured in others. There is placed an extremely high degree of consistency in the merchandise and service of Starbucks.

Technological resources influence the Quality, Acceleration and Cost variables of performance targets. With better technology, costs can be reduced, swiftness may be increased and quality can be consistent.


The major aspect of Starbuck's supply string is the source and syndication of the coffees. That is a sophisticated process as the coffee and other related products have to be obtained from round the world to be sent at their shops. Starbucks follow the rule of "Plan, Source, Make and Deliver" because of their supply string. Their operations start from the planting of the caffeine to making the perfect cup of coffee because of their customers. Starbucks' source chain includes from planning the recycleables, to the processing of the coffee and last but not the least distribution of this caffeine to their retail outlets, plus they successfully do that by "positioning its own people within syndication centers, to keep watch over functions and forge more powerful relationships with providers. " (Refer to Appendix 1)


Store Entrance

Cashier I

Cashier II


Specialty Drink



Pickup Counter

Cashier Telephone calls Order to the Barista

Barista Repeats the order and prepares

Products Eg. Caffeine Bean

Select and purchase supplies, work with and training


Seen by Customer

Not Seen by Customer

Fig: Paryani, K. (2013) Product quality, service consistency and management of procedures at Starbucks. International Journal of Anatomist, Knowledge and Technology, 3 (7), p. 3-14. Offered by: http://www. ijest-ng. com/vol3_no7/ijest-ng-vol3-no7-pp1-14. pdf [Accessed: 13 Mar 2013].

(Refer to Appendix 3 & 4)


This order process mapping has been split into three main helpings, the customer's point of view, the cashier's viewpoint and finally the barista's view point. From your customer's point of view, the order process commences when the customer enters the store and starts to make an order. At this time depending on speed of the order process, the client could either hang on at the queue or leave it he/she feels as though it is frustrating. On achieving the cashier, the client reads and chooses from the menu available and places an order to the cashier. The cashier then informs the customer about the specialties offered, just like a caramel or chocolates topping etc. This is actually the decision point for both the cashier as well as the client and the client could alter the order further. After this point, the client pays for the drink and proceeds to either in store or maybe wait at the special stools nearby the checkout counter-top to the acquire the drink and proceed to leave. Next from the cashiers' point of view, the process starts with the beginning of the store, and it is the duty of the cashier to ensure that they have necessary cash to make deals, by ensuring that they have coins and other cash/notes. The particular order happens, when the client chooses the drink or food places the order. The cashier then mentions the many possibilities like choosing a topping or cream etc. The cashier after confirming the order with the customer, then immediately calls out the order to the barista. Following this, the cashier explains to the customer the amount to be paid and gathers the amount, plus a receipt for the order, and tells the client the approximate time that'll be considered for the drink to be prepared. The final way is that of the barista. Once the order is positioned by the customer, the cashier message or calls out the order to the barista. The Barista then uses this up by contacting out the order loudly once again. This is the poke-a-yoke approach, as a method of dual checking and ensuring that the right order is positioned. After this, the barista proceeds to help make the actual drink. At this point normally it takes two deviations, there may be a fail point and the barista may well not make the drink properly, in which case the drink will be made again and the barista completes the drink and places it on the checkout counter-top or gives into the customer in his/her seats area. The red arrows indicate an interaction between your customer and the personnel and how the viewpoint is different in both their terms. The green arrow is the cashier calling out the order to the barista.

Fig: Perkins Will. (2012). Research journal. The Impact associated with an Operational Process on Space. VOL 04. 02 (1), p43-44.






Coffee beans

Baristas and other staff

Coffee Machine, condiment counter-top, food freezers and other equipment


Customer Satisfaction & Experience

Preparation of Coffee

Warming of Food

Fig : Simple Change Model modified from Shaw, N, 2010, Operating Systems, Performance Objectives and Procedures Strategy, Functions Management 1, Heriot Watt College or university, Edinburgh

(Refer Appendix 2. )

The transformation process model shown below gives us an perception to the thorough version of the order process of Starbucks. It starts off with the environment, which includes the customers of the coffee shop. The transformation process model is designed remember the Starbucks customer experience that ensures whenever a customer leaves the restaurant they have a giggle on their face. Like the traditional transformational process this model also depicts the inputs, the change system and the outputs. This model creates a linkage between monitoring and control and the change system, which assists with improving customer experience and the surroundings in the shop.




Customer Order

Coffee Beans


Equipment including caffeine machines and so on.

Transformation System

Preparation of coffee

Food warming


Prepared Coffee

Starbucks Experience

Monitoring and Control

Fig: Detailed Tranformation procedure for the order process adapted from Functions management: The source/output change model. 2013. Businesses management: The input/output change model. [ONLINE] Offered by: http://cnx. org/content/m35439/latest/. [Accessed 13 March 2013].


Some of the principal problems faced by the business in terms of its operations and performance are the following.

Inadequate seating capacity and electric power sources.

The cleanliness at the condiment counter is another concern.

No new beverages options or menu which not all drinks can be found at different stores across the globe.

Inconsistency in customer service and inventory.

The Wi-Fi slots aren't available at all stores.


A) Increase seating capacity

Starbucks can increase their seating capacity with a outdoor seating area. They may possibly also use comfortable, space friendly couches and bean bags that may be migrated around easily to match the customers comfort. By increasing the seating capacity of the store, more customers will would rather dine in-store and this would mean that the order process will be offering a larger amount of individuals at the given time. Staff would need to be readily available all the time.

B) Cleanliness of the counters and the caffeine desks

Starbucks' has a separate condiment counter-top which carry additional sugars sachets, stirrers, mug holders, structure napkins etc. Though the personnel provides these along with the coffee order, customers can gain access to this if they need any extra. A recommendation that we would suggest is to build up a good roster system that will ensure that personnel take changes in keeping an eye on the coffee tables. This is essential to the order process, impacting on the amount of customer service and satisfaction. This could add effectively to bettering both the velocity and client satisfaction of the order process, because this is a essential part of the process.

C) Customized purchases

Though Starbucks provides of customizing their beverages on the question of the clients, like providing variety in their milk full cream, zero fat, skimmed milk, soya milk etc. It was identified that most of the time, the store has gone out of inventory for the mandatory order which is a significant weakness. This affects the order process, since it confuses the client and the barista. This will likely have a direct effect on the order process such that, the staff taking the order should be specific in terms of mentioning their specialties available. The client must be made aware of the options available, and they must have the respective substances available for these options.

D) Stores have Wi-Fi plug-ins.

Starbucks, like its competition, provided the plan of free Wi-Fi plug-ins in the store. However, not absolutely all stores are consistent in this aspect and many stores don't offer this facility. This will influence the order process, as customer like youngster and business people could actually leave the store because of this reason.

E) Change menu.

Customers often feel just like the Starbucks menu doesn't swap around much and also that they don't really have all their options available in every store. We would advice Starbucks to incorporate the feedbacks using their customers to their menu and this again would immediately influence the order process.


This report has effectively analyzed the businesses of the Starbucks chain of coffee retailers. The study looked into understanding the performance targets by aligning them to the strategic goals of the company. Furthermore, we've identified the suitable transformational style of the company and then explained at length the order process. We find the order process as the key focus of this paper, because we experienced this is one the main operations of the company. We have discovered how the order process functions and also have also mapped out the complete process from the view point of the client and the business. Finally, we've identified some efficient problems and weaknesses of these operations. One the foundation of site analysis as well as enough research through company profiles and publications, they examine has investigated amending many of these issues. The statement has discussed our tips towards handling these issues and henceforth makes the procedures of the store more beneficial and profitable to both company and customers.


1. "They place a direction predicated on three extensive action areas: service, cost, and ability. We make 80, 000 deliveries weekly internationally and the store professionals and baristas count on us doing this well for them to be successful. Replenishment to your stores was not placing our stores up for success. We spoken to store professionals plus they were clear that they cannot be successful if the stability and quality of resource was not good enough. "

2. The basic model of transformation process implies the inputs and outputs required by the company. One of the primary types of procedures of Starbucks is the order process that includes different inputs that are essential for the restaurant. The inputs being, coffee beans, barista and other personnel, the coffee machine, condiment, food freezer and other equipment's. The outputs bring about the hot and warm espresso and the client satisfaction and experience. The process that resulted in the outputs includes the creation of coffee and warming the food.

3. Starbucks utilizes an Assemble to Order process (ATO) when working with customers. ATO is a mixture of make to order and make to stock. Since customers like to personalize their order, Starbucks has an inventory in every branch to reach customers needs. The merchandise is made whenever a customer sets in their order yet all the materials are placed accessible for employees to make each order accordingly. Also, they keep certain things made at all times on hand like caffeinated and decaffeinated espresso because from the common order that's likely to sell and can be customized for the precise customer such as adding glucose or dairy if they'd like to. (Team 1 Starbucks, 2010)

4. A typical service blueprint of the order process at Starbucks is shown Below. To start out the order process, the barista behind the cash register gives friendly service by looking the client in the attention and then greeting the customer. The customer gives the order. In case the order is made for an espresso drink, the barista repeats the order, aloud, and suggests the substances in a predefined order (size, kind of milk, kind of coffee, etc. ). The barista behind the espresso club repeats the drink ingredients in the same order. This simple poka-yoke strategy helps to promise that the drink will be made correctly the very first time. This process is normally observed at in most Starbucks' stores, where the barista asks for the customer's name and repeats it with the drink order. In the early days and nights, the baristas were trained to ask the customer's name. Howard Schultz has taken this step back as another way to differentiate Starbucks from the other caffeine shops; this action, in turn, has had a positive effect on improving market talk about. (Paryani, 2011)

Names of team


Team work (management/co ntribution

/attendance of team conferences)

Research (contribution to data collection / group conversations /idea technology /literature review)

Final Report (statement construction

/record write up/diagrams/ referencing, etc. )

Total contribution towards assignment

Athina Abigail D'silva





Callahan Jason Brown





Leni Vincent Joseph





Nida Saleem Siddiqui





Rudy Rosario





Vidhya Subramani





Total score





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