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Starbucks Project Visual Model (Project Recommendations (Areas of…
Starbucks Project Visual Model
Project Description
Findings
Main competitors
Mc Cafe
Costa Coffee
Coffee Bean
Nature of business
Food & Beverages
Data & Analysis
SWOT
Moment of Truth
RATER
Expected Service vs Perceived Service (ES vs PS)
Executive Summary
Main recommendations
Self ordering kiosk
Increasing manpower
Return 'your' tray campaign
Types of industries involved
Starbucks
Rochester Park
313 Somerset
Suntec City
Project Recommendations
Areas of improvement
Long queuing & waiting time
Politeness of staff
Dirty tables left uncleaned
Management of staff
Pitfalls to avoid
Quality of food & coffee
Bad employee attitude
Fishbone Diagram
Introduction
Brief description
Access service quality level of 3 Starbucks outlet
Collect various data needed by becoming a mystery customer
Recommend improvements on service
Relevant theories
Moment of truth
Service Quality Dimension
Hierarchy of customer value
Expected Quality vs Perceived Quality (EQ vs PQ)
Conclusion
Best service outlet: Rochester Park
There is still areas of improvement at Suntec City
Objectives
Purpose of project
Evaluate the service quality standard
Different customer experience
Selection of project title
One of the well known coffee houses in the world
Starbucks have many outlets in Singapore and we would like to see whether their service differ from one another