Project Proposal for Tim Hortons: Improving Customer Service

This project proposal aims to analyze the organizational environment at Tim Hortons and formulate an effective service delivery plan for improving customer service. The project will focus on finding the issues faced by the employees and understanding the factors that can enhance the performance of the employees considering both employee satisfaction, customer interactions and customer satisfaction at the same time. The project will provide a comprehensive customer service communications plan, implementation of the intended customer service delivery plan, and employee and customer surveys as deliverables.

Running head: PROJECT PROPOSAL
PROJECT PROPOSAL
Name of the Student
Name of the University
Author Note

1PROJECT PROPOSAL
Project Objectives
Objectives
The objective of the project is to analyze the relevant organizational environment at Tim
Hortons and formulate an effective service delivery plan for improving customer service at the
workplace. Additionally, the project will be focus on finding the issues faced by the employees
which can limit the implementation of the plan. The project will be different as it will focus on
understanding the factors that can enhance the performance of the employees considering both
employee satisfaction, customer interactions and customer satisfaction at the same time. The
project will also focus on understanding the most essential aspects determining customer service
quality parameters.
Purpose
Tim Hortons is a multinational fast food restaurant. It has been found that in the
company, the customer service quality has not been good in recent times (Welcome to Tim
Hortons, 2019). The customers have in some cases provided low quality and non-fresh foods.
Moreover, customers have had to wait longer to have their food delivered and their orders were
not properly delivered to them. The project will be focused towards providing an effective
resolution to this issue. The resolution has to be provided considering the issues of the
management, the customers and the employees (Aragonés-Beltrán, García-Melón & Montesinos-
Valera, 2017).
Rationale
The project has been authorized by the management of the organizations and agreed upon
by all the stakeholders to ensure the sustainable development of Tim Hortons. The project is
being undertaken to implement a framework for the optimal development of the service quality

2PROJECT PROPOSAL
of the organization. The company wants to increase its profitability by optimizing the levels of
its customer service quality and systematically improving its performance.
Scope
Scope Statement
The project will help to assess the future prospects of the organization taking into
consideration the customer service that can be essentially improved. The project will focus
towards the future of customer service at Tim Hortons taking into consideration its services in
the US.
Boundaries of the project
The essential boundaries of the project will be that the customer service framework
provided will be limited to the United States. International branches of the organization across
the world would not be analyzed. The project will consider the shops of Tim Hortons that are
facing the most significant customer service issues. The shops that are providing better services
will not be considered. The project will make use of surveys and customer service data as
analysis tools. The project will not be using any further master plans.
Deliverables
The major deliverables of the project will be a comprehensive customer service
communications plan. Implementation of the intended customer service delivery plan is a
significant deliverable. Employee and customer surveys will also be crucial deliverables.
Priority

3PROJECT PROPOSAL
The project can provide the framework for the future growth of the customer service
offered by Tim Hortons. This is crucial for the long term business development strategic plan for
the organization. The priority in terms of other projects is that the study focuses on providing a
comprehensive customer service plan. There are currently projects that are in place to improve
the ICT aspects of the organization that can affect the budget and resources.

4PROJECT PROPOSAL
References
Aragonés-Beltrán, P., García-Melón, M., & Montesinos-Valera, J. (2017). How to assess
stakeholders' influence in project management? A proposal based on the Analytic
Network Process. International journal of project management, 35(3), 451-462.
Welcome to Tim Hortons. (2019). Retrieved from https://www.timhortons.com/
Young, T. L. (2016). Successful project management. Kogan Page Publishers.