Operations Excellence in The Marwood Coffee Shop

The provided assignment content is a collection of academic articles, books, and online sources related to operations management and excellence. The articles cover various topics such as maintenance management, asset management, humanitarian logistics, public relations, metaphors in theory building, sustainable development, quality management, service climate, and lean operations. Additionally, the assignment includes a case study on Brighton's best café, 'The Marwood', which highlights the importance of operations excellence.

Operations Management and Service
Excellence

Table of Contents
1. An introduction and overview of The Marwood Coffee shop.................................................3
2. Analyzing the way in which operations management processes support The Marwood
coffee shop...................................................................................................................................3
3 Critically discuss how the 5 performance objective apply to The Marwood and what
improvement could be made........................................................................................................5
4 Critical discussion of the supply chain of the Mar-wood coffee shop......................................8
5 Compare and contrast the quality process of Mar-wood coffee shop and Starbucks.............10
CONCLUSION..............................................................................................................................12
References......................................................................................................................................13
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Illustration Index
Illustration 1: Layout of The Marwood coffee shop........................................................................4
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1. An introduction and overview of The Marwood Coffee shop
The Marwood coffee shop is located at The Lanes, Brighton. It is one of the best cafe in
Brighton with the really good taste, also the most relaxed and most fun facility available.. The
products of cafe are not only tasty but also they are appropriate according to the customer’s
needs and thus, satisfies the target market in an effectual manner. Cafe walls are packed with
pictures of tow naked lovers encircled by the wings of a massive swan in a fantasy landscape. It
is not only famous for its appearance but for also being a favorite place of (Saddam Hussein) and
old movie stars pictures (Michael Jackson and Tommy Cooper). There are also skateboards deck
with hand painted present at this coffee shop.
Number of customers served at The Marwood cafe is an average of around 300-400
drinks per day (Brighton’s best café: The Marwood 2013. 2013). Every customer wishes to come
again for coffee and variety of cakes. The cafe remains opened at late night till 11 p.m. on
Thursday, Friday and Saturday (others day till 8 p.m.).
Layout of The Marwood coffee shop:
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Services offered by The Marwood Coffee Shop are like hot and cold coffee, egg dishes,
Ken Dodd's Dad's Dog's Dinner (with onions, tomatoes, garlic, bacon, mushroom and sausage
with a veg option) and homemade baked beans. They also offer lunch fodder and daily specials
services for a different culture customers. Mexican- looking chap chows down looks utterly
delicious. Also, it includes varieties like Hangover Breakfast Burrito (stuffed with sausage, beans
mushrooms with melted cheese). It looks great to see different variety of food including veg and
non veg. Along with that, there are variety of freshly filled pittas and muffins.
2. Analyzing the way in which operations management processes support The Marwood coffee
shop
Operations management process supports The Marwood coffee shop through following ways:
 Services and product designs: Product design and different services support the
management process for maintaining brand image and reputation of The Marwood Cafe.
Manager of this coffee shop assesses different attributes to target the market and make
some changes in their services and product designs like The Marwood Coffee mug. They
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Illustration 1: Layout of The Marwood coffee shop
(Source: http://civilianglobal.com/food-and-drink/brightons-best-cafe-the-marwood)

also ensure that services which they are providing to the customers should reflect its
brand image (Goetsch, and Davis, 2014).
 Quality management: The Marwood Cafe applied quality management for supporting
the specific quality assessment for operation’s manager role. They also like to buy coffee
from farmers and certify it under the farmer equity program (Campbell, Jardine. and
McGlynn, eds., 2016). Coffee beans supplied should met with the quality standards of
Marwood. Manager of company uses quality products so that no complain come from
customer related to their product.
 Process and capacity design: Process at Marwood cafe is flexible to handle sudden
increase in demand during peak hours (Dozier, Grunig and Grunig , 2013). Process and
capacity design support business for maximizing the cost effectiveness by handling
sudden demand.
 Location: Location plays a significant role in the growth and development a firm. Thus,
it should be based in accordance with customer’s convenience (Lashley, 2012). Research
can be done for determining that whether market can support The Marwood company or
not. The decision area of operation management support affluent customers who can
afford the high price products.
 Layout design: The nature of business operation facilitate the layout design to measure
the flow of customers as well as it supports the Marwood for attracting more customer to
their cafe. Layout design can also maximize the work flow efficiency within limited
space (Alexander, K., 2013). They prioritize customer’s experience over space
utilization.
 Job design: The Marwood cafe job design are applied by making decisions and through
analyzing the needs and expectation of company and its employee (Oakland, 2014.). It
supports the business for optimizing employee person job fit, and make easy for workers
to perform with higher efficiency.
 Supply chain management: The Marwood cafe's supply chain management decisions
are based on market demand. When demand by supplier increases, company needs to
serve their product on time to them (Berman, and et.al., 2015). This supply chain
management can support cafe in growing effectually by fulfilling the market demand
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within stipulated time period. Supply chain also involves condition of suppliers for
keeping the stability of supply.
 Inventory management: Stock should be kept in advance by a company so that no
problem faced at the time when stock finished (Mohar, Abdullah and Ho, 2016). The
Marwood aims to minimize the stock and try to give continuous supply of coffee beans to
their cafe.
 Scheduling: The Marwood Coffee Shop makes decisions in scheduling by evaluating
current operation’s effectiveness. Through making proper schedule, it supports in
satisfying the capacity requirement (Campbell, and Reyes-Picknell, 2015). It also allows
some degree of flexible schedule for management personnel.
 Maintenance: The Marwood Café maintains its physical assets through dedicated teams
of trained employees for maintaining facilities and equipment. It supports company
through involvement of cafe personnel, employees support and customer support (Bon,
and Mustafa, 2013). At Marwood it also require to keep assets maintain so that they not
face any kind of problem at the customer serving time. Cafe assets chair ans table all
other furniture are of good quality and should be comfort for the consumer.
3 Critically discuss how the 5 performance objective apply to The Marwood and what
improvement could be made
5 performance objective apply to the Marwood are as follow:
 Quality: Quality scale can be measured by four items that are agreement through written
document, client retention, services recovery, company image. It is listed to confirm that
estimates, product design and constructability comply with the business design basis and
performance requirement (Hong, Liao, Hu, and Jiang, 2013). The Marwood required to
hold the client by providing them quality product. When their service get down they
need to provide training facility to employee so that they can give best service to their
customer. Company image can be affected if service provide to customer is poor or not
meet the demand of consumer.
Improvement could be made at Marwood cafe by providing best quality of coffee and
food to them. It should be met the demand of customer. Changes should be made for proper
facility and seating arrangement at cafe can make customer happy (Goetsch, and Davis, 2014.).
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For holding the customer they required to give some offer on their products like discount, or buy
one get one free offer. This all facility can be improved for customer satisfaction.
 Speed: It refer to the rate through which company can generate sales and how fast can
Marwood deliver their product to customer. It refers to such issues like within a given
time products and services should be delivered to customer (Campbell, Jardine and
McGlynn, J. eds., 2016). At the time of manufacturing one product, they also required to
do market research and develop a new product for customer. Work on time is important
in cafe, if employees of company fail to provide service to customer on time it affects the
company image. Customer get dissatisfy and may not like to come again at their cafe.
At Marwood improvement could be made by delivering service on time to customer.
Coffee and food made fastly in cafe so that customer no need, this all performance of employee
affect the company reputation so it can be improved. Employee should provide training how to
treat a customer in cafe and way of communicating to a customer with politeness. Speed is
important for responding the customers quickly (dozier, Grunig, and Grunig, 2013). Some time
it is required to charge high for for faster delivery to a consumer. Speed is important for
customer satisfaction it overall increase the productivity and hold the customer for long period.
 Dependability: It is another advantage of business services. Corporate policy encourages
staff which is important for the success of the company. Marwood cafe operations as
dependable if they produce and delivers product to its customers on time with agreement
of costs and price (Lashley, 2012) . Employees are required to give service by their own
no to be dependent on others. Staff retention is achieved by rewarding them on their best
services. Reward such as bonus, increment etc are can be provided to employee. Deliver
of service and product should be of high quality and and satisfy the customer. Customer
receive their order on time, it is difficult to measure what is exactly on time to be deliver.
They may be fail to deliver product on time.
Improvement could be made at Marwood by measuring dependability by handling the
customer themselves. If employee of company are dependent to each other they cannot be able to
provide services on time (Alexander, 2013). Each employee of company should be trained and
provide services by themselves. Product should be deliver on time their is no excuse to be made
on failure the product on time.
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 Flexibility: There are four dimension in operation management flexibility volume
externally driven by customer, variety external driven by customer, process internally
driven by customer. Flexibility are required for producing a product of different levels of
quality and with various design modification are also require for customer taste and
preferences (Oakland, 2014). Flexibility are require to making changes in product, with
the season customer demand also change and it is important to produce a product
according to customer demand. It allows the an operation to fit its product and service to
its customer. Mix flexibility allow the Marwood to produce a wide variety of product
and services, so that customer have choice for selecting the product. Volume and deliver
flexibility allow the operations for adjusting its output levels and also its delivery
procedure for unexpected changes.
At Marwood cafe improvement can be made in products or services according to
customer need. Flexibility in working environment of company also required so that employees
can deliver best services to consumer.
 Cost: Cost can be refer to performance objectives due to changes in volume a
manufacturer produce and variety of product produced. At Marwood many times the
higher the variety of product produced lower the unit cost (Mohar, Abdullah,and Ho,
201). The product prices, running cost and profits can be effected by the the cost of each
product produce by company. New technology uses to produce products and services
then price of the product also increase it effects the customer demand. Many customer
not like to buy high price product.
At Marwood cafe improvement can be made by reducing the cost of product with
providing high quality of services to customer. Cost structure of Marwood company is great for
managing the high quality, high speed, it can also save the operation cost.
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4 Critical discussion of the supply chain of the Mar-wood coffee shop
The supply chain is a sequence of activities in which are required to bring the product
from raw state to the finished goods to the ultimate consumer (Brandon‐Jones, Piercy and Slack,
2012). Mar-wood coffee shop oversight the material, information and fund. which move from the
process of manufacturer to the wholesaler, wholesaler to the retailers and retailers to the ultimate
consumers. It follows by the some steps. Supply chain of Mar-wood coffee shop includes the
followings:
 Growers: Growers are the persons who usually work on the small plot of land. They are
primary source of coffee (Chandes, J. and Paché, 2010). In Mar-wood coffee shop,
primary processing is done by the farmers. The farmers do drying and hulling by
themselves.
 Intermediaries: Intermediaries are the persons who are between the farmers and
processor. There are five intermediaries’ links in the chain (Foropon and McLachlin,
2013). They buy sufficient quantity from the growers and sell it to the Mar-wood coffee
shop.
 Processors: They are the farmers who have the equipment to process a coffee
(Fredriksson and Persson, 2011). They provide coffee beans to the Mar-wood coffee
shop by the separate processor or from the farmers.
 Exporters: Exporters are those people who buy the coffee from auctions and then sell to
the dealers. They provide quality products to the Mar-coffee shop. As they have
knowledge about the local area and producers and quality of the shipment (Kobbacy and
Vadera, 2011).
 Dealers: Dealers provide the right quantity at the right time at the right price to the re-
sellers (Petersen, Aase and Heiser, 2011). Mar-wood coffee shop purchases a right
quantity of a product from the distributors.
 Retailers: Retailers are the sellers of coffee which range from supermarkets to small
retailers (Piercy and Rich, 2015). Mar-wood coffee shop provides service of reselling to
the other branch of coffee cafe.
Supply chain is a strong link of Mar-wood coffee shop. In this organization, different
relationship exists in the stages of supply chain. In that, organization includes structuring of the
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product distribution, arrangement of handling and payment and storing the product. Mar-wood
coffee shops should adopt more intermediaries. However, it can be critically evaluated that it
generates high cost for the organization (Lashley, 2012). In Mar-wood coffee shop, five
intermediaries comes between the supplier and ultimate consumer. Every intermediary incurs
different cost in supply chain. Thus, it generates more cost for the organization. In Mar-wood
coffee shop, employees have no knowledge about the products and quality. Thus, they have less
experience regarding their product and quality. In Mar-wood coffee shop employees do not
sustain long time. They resist again and again with organization (Liu and Goh, 2015). Many
intermediaries are difficult to manage at the same time for the Mar-wood Coffee shop. As many
intermediaries provides the product at the same time so at that time all the things should be
managed effectively but it is not possible because of management.
Mar-wood coffee shop has different types of farmers who work on the equipment which
makes different coffee beans. However, it can be critically evaluated that depends on the farmers
as well as equipment. Mar-wood coffee shop adopts the simple strategy for the supply chain of
the product. Though this, it can be critically evaluated that the strategy can be easily copied by
the competitor of this organization (Parker, 2012).
Mar-wood coffee shop is a small organization which is established in local area of the
country. The organization has no knowledge about the learning skills of the employees,Because
in selected coffee shop employees are resist again and again and new employees cannot me
understand the products and the quality of the product easily (Schwarz, Hall and Shibli, 2015).
They are not able to give the answer of customers question. In that case, organization is not able
to understand the employees learning power.. In the chosen organization, less number of
employees is working and they resist for change with the other organization. However, it can be
critically evaluated that there is no appreciation towards the work by the employees (Brandon‐
Jones, Piercy and Slack, 2012). Mar-wood coffee shop does not provide any training to its
employees and staff members of the organization. Thus, it is also a drawback for the
organization.
5 Compare and contrast the quality process of Mar-wood coffee shop and Starbucks
Quality management process is a set of procedures that followed for ensuring the quality
of the product produced and providing by the organization. Which are actually meet with the
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requirements of the customers need and expectations (Chandes and Paché, 2010). Quality
process is also helps to improve the quality of the quality of the product and boost confidence in
quality of product. Quality management process is helps in set the quality target by the team
members, how the quality will measure, take the actions for measurement of quality, identify the
issues in quality and report for the overall level of quality achieved. Quality management process
can be improve by performing quality assurance, undertake the program of quality control,
initiate with the quality improvement and implement the quality management (Foropon and
McLachlin, 2013). It can be used in any time when organization wants to improve the quality of
work. For the management of good quality, quality issues are identified and resolve quickly. The
chosen organization and Starbucks follows the following steps for the quality management: Identify the goals: Mar-wood coffee shop and Starbucks starts defines the goals of their
organization. For this employees of the organizations have need to know about the
mission, vision and values of the organization (Fredriksson and Persson, 2011). Identify success factors: The factors that makes the successful to the organization, is
identify by the Mar-wood coffee shop and Starbucks. These factors can be analyzed and
well designed by the organization (Kobbacy and Vadera, 2011). Identify internal and external customers: In Mar-wood coffee shop and Starbucks
identify the key group of customers which help to develop the quality management
system (Petersen, Aase, and Heiser, 2011). Feedback by customers: Customers feedback is an essential component of the quality
management. It helps to solve the problems of Mar-wood and Starbucks (Piercy and
Rich, 2015). Implement continuous improvements: Quality management helps to the continuous
improvement of the quality of the Mar-wood and Starbucks (Lashley, 2012). Choose quality management software: Quality management software not only helps in
implementing the quality management process but also it helps to maintain and
improvement the process of the organization (Liu and Goh, 2015).
 Results measurement: Although there is many reasons for implementing the quality
management. One of the main is to identify the goals of the organizations. At last it is
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essential for measure the results of Mar-wood coffee shop and Starbucks, that goals are
achieve or not (Parker, 2012).
The above process id used in Mar-wood and Starbucks quality management but in some
circumstances they are differ. Following are contrast between both the organization: Random checking: The Starbucks use a system in which the organization uses random
checking from district managers. In this they checks drinks to ensure quality. As contrast
to this Mar-wood coffee shop no random check for ensuring the product quality. Quality standards: Starbucks uses a company ESCOSURE to perform check all quality
standards of all the stores in every six months. But Mar-wood coffee shop is not perform
for checking quality of products. Different combination and flavors: Starbucks is popular for many different
combinations and flavors. As contrast of this element to the Mar-wood coffee shop, is not
gives different types of flavors and combination.
 More equipment: Starbucks has more than one machine in each and every store and each
employees fully trained for service of machine and working. As contrast to this Mar-
wood have no well trained trainee because employees resist to change again and again.
Starbucks and Mar-wood coffee shop has also some similarities. Both the organization
can be compared are as follows:
 Create stronger loyalty programs: Loyalty programs helps to keep customers happy
by providing them discounts (Schwarz, Hall, and Shibli, 2015). Starbucks and Mar-wood
coffee shop provides discounts to their customers and it helps to creates customers
satisfaction.
 Design: Starbucks and Mar-wood coffee shop, both organization makes the design of
quality process. It helps to maintain friendly environment for the customers to feel them
free in cafe (Brandon‐Jones, Piercy, and Slack, 2012).
 Ambiance: Starbucks and Mar-wood coffee shop have pretty nice interiors. It makes the
special coffee cafe in front of the customers. Classy interiors design infused with modern
elements in today's era (Chandes and Paché, 2010).
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 Target customers: Both brands of coffee cafe are targeting the youth of the world in
different part of it. Because youth of the worlds major part of the coffee cafe (Foropon
and McLachlin, 2013).
 Hospitality services: Starbucks and Mar-wood coffee shop both cafe gives best
hospitality services to its customers (Petersen, Aase and Heiser, 2011).
CONCLUSION
From the above report it can be concluded that The Marwood company is growing by
providing best services to their customer at their cafe. Various types of foods with high quality
they deliver to customer at reasonable price. Approximately 400 customer went their in a day.
By customer satisfaction good image of company is created. Operation management process
support the The Marwood service by producing different product design, by improving the
quality of product. It is also required to have proper contact with supplier so that consumer
demand full fill on the time. Job to employees should be delegate so that they know their
responsibility.
Further it can be concluded that performance objective should be improved which
included quality, flexibility etc. There is required to have flexibility in modifying the product
according to customer demand. Coffee beans and other product material of good quality are
required at cafe. Supply chain of Marwood includes intermediaries, processor, dealer etc.
intermediaries are person between the farmer and processor, exporter are those who buy the
coffee and sale them to dealer. Supply chain is a strong link of Marwood coffee shop. Marwood
Identifying the goals and success factors for the quality management.
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Online
Brighton’s best café: The Marwood 2013. 2013. [Online]. Available through:
<http://civilianglobal.com/food-and-drink/brightons-best-cafe-the-marwood>. [Accessed
on 1st August 2016].
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