Operations Management and Service Excellence

OPERATIONS
MANAGEMENT AND
SERVICE EXCELLENCE

TABLE OF CONTENTS
MAIN BODY...................................................................................................................................3
Part A...............................................................................................................................................3
Four Vs analysis..........................................................................................................................3
Performance objective analysis...................................................................................................5
Design analysis............................................................................................................................7
Part B...............................................................................................................................................8
Overview.....................................................................................................................................8
Key requirements & challenges..................................................................................................9
Global operation strategy & macro-environment.....................................................................10
Analysis as well as evaluation...................................................................................................11
Recommendations.....................................................................................................................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

MAIN BODY
Part A
Four Vs analysis
Four Vs of Starbucks
The four Vs is basically the framework which helps the organizations to have a consistent
operations within their organization and thus consist of four Vs which are
Volume
Volume is basically the quantity of products in which they are being produced. In short, it
defines that how much quantity of a product would be required in order to satisfy the needs as
well as demands of the customers. The volume of the products is generally key to the business of
Starbucks and is essential for their business. Starbucks is generally known for high volume and
low cost coffee as well as fast food production (Wirtz and Zeithaml, 2018).
Variety
Variety is generally the variety and types of goods as well as services which are being
produced by the organizations and sold in market. Starbucks generally provides a range of
products to their customers ranging from simple coffee and tea to different types of fast foods.
Besides this, their services also varies from customer to customer (Dharamdass and Fernando,
2018).
Variations
Variation is basically the extent to which the demands and needs of different stakeholders
changes with time because of external factors. For example- due to change in the weather
conditions demands of customers for food items fluctuates like in high temperature and
summers, customers generally prefer cold coffee thus Starbucks have a variety of items in its
menu as per these changing demands.
Visibility
It is predominately the ability of customers to track the experience and conveniently
order via well-through operation process (Campbell, Jardine and McGlynn, 2016). Starbucks
have incorporated a high degree of visibility in its operation process where the customers can
easily track the purchased product through their tracking application. Besides this, Starbucks
have a separate tracking system where they track the raw material and different suppliers for
smooth delivery.

Greggs four Vs
Volume
Greggs remain cautious and consistent when it comes to the volume of products. The
volume of the products which Greggs produces in its bakery mainly depends on the needs and
demands of the customers. Greggs remain concerned of its inventory level where it avoids
producing a bulk quantity of bakery products. Instead it precisely analyse the demands of the
customers and hence produces a moderate volume (Thürer and et.al.,2018).
Variety
As variety is defined in terms of the kinds of product and services thus Greggs offers a
variety of items to its customers ranging from sausage rolls to soup. Although it offers a range of
bakery products to its customers but all of them relates to a single product line which is the bread
based items and hence have not changed its product line from ages.
Variations
Variation mainly relates to the change in demand with time thus Greggs is highly
recognized for its high adaptivity to the changing environment. Since its establishment, Greggs
has been adapting to the changing demands of the customers due to external factors and thus
provides them entice them through this (Martyn and Anderson, 2018). Like for the autumn
season, customers mainly wants hot soups thus Greggs in 2015, started serving chicken curry
soup for autumn.
Visibility
Greggs have developed its own application where the customers can easily track their
order and see the live status in order to ensure smooth and convenient delivery. Besides this, the
employees employed at the outlet are highly employed to make the experience of customers
memorable and unforgettable (Wirtz and Lovelock, 2016).
Difference in profiles
The major difference between the profile of Starbucks and Greggs is the varieties which
they are offering to the customers. While on one hand, Starbucks has extended its product line
from coffee and beverages to coffee creamer market on the other hand, Greggs have lack behind
in this aspect where they are much slow at innovating their product line (Padma and Wagenseil,
2018). In comparison to Starbucks, Greggs remain cautious of its inventory level and hence