Starbucks Case Study

505 Words3 Pages
Introduction Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service to increase customer satisfaction; the company is debating a plan that would increase the amount of labor in its stores and theoretically increase speed of service. However, the impact of the plan (which would cost $40 million annually) on the company’s bottom line is unclear. Background of the Problem According to data, “we’re not always meeting our customers expectation in the area of customer satisfaction” according to Christine Day. And as a result of these concerns, Day and her associates had come up with a plan to invest an additional $40 million annually in the company’s 4,500 stores, which would allow each store to add the equivalent of 20 hours of labor a week. “The idea is to improve speed-of-service and thereby increase customer satisfaction,” said Christine Day. Statement of the Problem 1. Should Starbucks make the $ 40 million investment in labor in the stores? a. Will this affect, positively or negatively, the profitability of the company? Analysis of the Problem Christine Day, Starbucks’ senior vice president of administration in North America, was not feeling nearly as sanguine as the founder and chairman of Starbucks – Howard Schultz. Because of Starbucks’ most recent market research had revealed some unexpected findings. The data was about the “not always meeting our customers’ expectations in the area of customer satisfaction”. She and her associates had come up with a plan to invest additional $40 million annually in the company’s 4,500 stores to improve the service efficiency thereby increasing customer satisfaction. The dilemma is, will this additional investment bring positive outcome to the company or not. Alternative
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