Operations Management and Service Excellence

Operations Management
and Service Excellence

Table of Contents
INTRODUCTION...........................................................................................................................3
PART A...........................................................................................................................................3
1. Comparative Four Vs Analysis...............................................................................................3
2. Comparative Performance Objectives Analysis......................................................................5
3. Design analysis........................................................................................................................6
PART B ...........................................................................................................................................8
1. Overview.................................................................................................................................8
2. Starbucks global operations strategy and surrounding macro-environment...........................8
3. Key requirements, capabilities and challenges.......................................................................9
4. Analysis and evaluation of chosen operational area.............................................................10
5. Recommendations.................................................................................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Operation management is defined as controlling and designing of process of business
operations and production in terms of goods and services (Alsmadi, Almani and Jerisat, 2012).
Similarly, service excellence is the process of providing high quality services to consumers and
people to create loyalty, goodwill and brand value. It is very important for organisation to
provide excellence services and manage operating activities and business in an effective manner.
The organisation given for report is Starbucks which was founded in 1971 at Washington. This is
serving million of customers in 80 countries and operating business 30,000 retail stores. This
report is prepared to know about operations of respective organisation at local as well as
international market. There are two parts where part first covers four vs analysis, performance
objective analysis and design of Starbucks and Greggs and second part covers global operations,
macro environment, challenges, capabilities, requirements, areas of operations.
PART A
1. Comparative Four Vs Analysis
It refers to a method which includes four main elements used by the management team in
order to transform every raw material as well as resources in such a manner that it produce
productive results (Asif and de Vries, 2015). It has also been analysed that every business
organisation requires wide range of operations in order to transform raw material into finished
goods. In order to accomplish organisational goals an d objectives in an effective manner there
are some elements which are necessarily required by the management team of an organisation.
These common elements includes money, raw material, tools, equipment, approaches and so on
so that quality of finished goods will be maintained. There are four common dimensions which
includes volume, variation, visibility and variety. Effective utilisation of these elements help in
creating value to the products and services offered by company at the competitive marketplace.
With the assistance of this, organisational goals will be accomplished in an effective manner
within given period of time. In this context two main organisation has been chosen which are
Greggs & Starbucks. In this reference, detail analysis are going to be discussed in an effective
manner which are as follows:
Four Vs Elements Starbucks Greggs

Volume It is the first element of four Vs
analysis where the main principle is
low cost and high production. In
simple words, it has been said that
management team of the company
produce high quality goods within
low cost. This will be done only if the
company start producing goods and
services at high level. With the help
of bulk manufacturing, managers will
be able to low down their cost.
In reference to Greggs, it has been
said that company requires
continuous improvement in
production level so that they can
enhance their overall profitability
at the competitive marketplace.
With the assistance of bulk
production company will be able
to lower down their overall cost
of the organisation (Talib, Rahma
and Qureshi, 2012).
Variety It refers to the element with the help
of which new products will be
produced by the company in order to
influence large number of customers.
With the assistance of variety of
products, company will be able to
increase their overall profitability at
the competitive marketplace.
In context of Greggs, it has been
said that it is very essential for the
company to make innovation so
that they can beat the competition
level available at the marketplace.
Variation On the basis of this element, it is said
that managers need to introduce
variations in their goods and services.
In the present context of Starbucks, it
is very essential for them to include
some variation in their products so
that they can attract new customers
towards the organisation.
This the element, where managers
of Greggs require to add some
new variations in their flavour
according to the needs and
requirements of customers so that
they can retain them for a longer
period of time (Zehir and et. al.,
2012).
Visibility It refers to the element, wherein
customers do have ample number of
options where they can have ample
It is the factor in which customer
will be able to notice all the items
offered by the company. In the