Operations Management Service Excellence

Operations Management
Service Excellence

Table of Contents
INTRODUCTION...........................................................................................................................1
PART A...........................................................................................................................................1
1) Analysis of Four Vs...........................................................................................................1
2) Analysis of performance objectives...................................................................................3
3) Analysis of design..............................................................................................................6
PART B............................................................................................................................................7
1) Overview of operational area.............................................................................................7
2) Global operations strategy of the company and surrounding macro environment............7
3) Requirements, capabilities as well as challenges...............................................................8
4) Analysis together with evaluation of operational area.......................................................9
5) Recommendations............................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
All business concerns implements practice that manages resources which produces
services and commodities is expressed as operations management. In this, resources consist of
technology, people, information, equipments and technology (Bolton, 2019). The objective of
operations management is concerned with producing essential commodities in right quantities
and with right qualities as per scheduled time and minimum costs. Correspondingly, service
excellence refers to the potentiality of organisation to consistently meet together with manage
expectations of customers. Successful companies coalesces specialized service excellence with
wonderful personal services for meeting desires of customers promptly. The report is prepared
on the basis of Starbucks which is global operating coffee house having approx 30000 retail
stores in uncountable countries. It has made contractual agreements with international partners
and worldwide licensed cafes addition to network of franchises.
The report is bifurcated in two parts. In Part A, discussion is made on Analysis on Four
Vs, Performance objectives and design among two companies. While, Part B highlight about an
operational area, global operations strategy of the firm, impacts of macro environment,
requirements and challenges faced by the company and evaluation of the operational area.
Further, recommendations are made to the company for improving operations as per the analysis
made in previous sections.
PART A
1) Analysis of Four Vs.
Overview of Four Vs: All operations procedures involves one common thing that is they
takes inputs such as capital, time, technology and many more for transforming all into valuable
outputs (Bell and Orzen, 2016). However, companies do this in distinct manner as the Four Vs
are different among all. Volume, Visibility, Variety along with variation are the known Four Vs
that creates differentiation among operations process of two companies. The following is Four
Vs profile diagram of two businesses that are Starbucks and Greegs:
1

From above diagram, it is analysed that Four Vs are essential elements in operations
process of an institution (Chaffey and Smith, 2017). They are defined as:
Volume: Volume dimension is key for companies to organise all operations. It states about
the quantity of produced items by the company to meet demands of external forces that are
customers and market.
Variety: Variety dimension outlines different kinds of activities that are performed in
operations process (Davis and et. al., 2018). It is mentioned to wide range of commodities an
organisation offers to attract people and generate maximum revenues.
Variation: Variation dimensions show slight differences in products that addresses
different business models and helps companies to manage time and resources in entire
procedures of operations. It is termed to trivial distinction and random variables which sustain
offerings of business in market.
Visibility: Visibility dimension is all about customers potentials to see and track orders
within procedures of operations. When there is high visibility dimension then customers gains
huge experiences through tracking their delivery of demanded commodities. In contrary, low
visibility dimension affects customers experience to huge level.
From the definition of Four Vs, it is analysed that these all are involved in operations
management of an organisation and engrosses fast cycle timings, great efficiency and hence forth
(Drew, McCallum and Roggenhofer, 2016). The differences of mentioned dimensions among
two confectionary companies that are Greegs and Starbucks are mentioned below:
Four Vs Analysis Starbucks Greegs
Volume The volume of Starbucks’
operations is seen in its
Greegs manages its
production of beverage
2