Operations Management and Service Excellence

Operations
Management and
Service Excellence

Table of Contents
INTRODUCTION...........................................................................................................................1
PART A...........................................................................................................................................1
Comparative Four Vs Analysis..............................................................................................1
Comparative performance objective Analysis........................................................................3
Design Analysis......................................................................................................................6
PART B............................................................................................................................................7
Overview................................................................................................................................7
Starbucks global operations strategy along with surrounding macro environment...............8
Key requirements, capabilities additions to challenges..........................................................9
Analysis as well as evaluation of operational area...............................................................10
Recommendations................................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
The management area involved in the practices related to designing and controlling entire
production procedure for converting materials into useable or valuable commodities is described
to operations management (Bell and Orzen, 2016). Likewise, service excellence is defined to the
mechanisms that delivers customer expectations as well as fulfils unmet desires in slightly higher
manner. The present assessment is prepared by considering Starbucks that is multinational
beverage entity that serves huge proportion of customers on day to day basis. The global
practices of the organisation are dependent on services that are provided by number of global
partners and worldwide network of licensed Starbucks cafes addition to franchises.
The assessment is prepared in two parts wherein PART A discusses about Four VS
Analysis among two organisations, analysis of performance objectives and analysis of design of
both companies. Further, PART B engrosses overview of key operational area, organisational
global operational strategy, key challenges, capabilities and requirements. Moreover, operational
are is evaluated and some recommendations are provided to the company.
PART A
Comparative Four Vs Analysis
Four Vs Analysis is the framework that involves four elements which are essential for an
entity to differentiate itself from others. With these elements, an organisation transform scare
resource towards producing valuable products for the purpose of attaining effectiveness in the
operations (Brown, 2017). The analysis efficiency among two companies such as Starbucks and
Greegs is stated through Four Vs profile Diagram that is below:
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As per above diagrams, it is said that 4V’s are Volume, Visibility, Variety addition to
Variation that are important in operational context of Starbucks and Greegs. The definition of
each is as follows:
Volume: Dimension of volume is described as physical number of items produced in
business. High output volume shows repeatable operations because of procedure familiarity. In
this, specialised manpower along with machines are evidence of maximum operational
efficiency.
Variety: Dimension of variety refers to distinct activity types that are performed in
processes of transforming inputs into effective commodities (Campbell, Jardine and McGlynn,
2016). It also encounter additional operational complexities and match customer requirements to
offered commodities.
Variation: Dimension of variation is defined to slight differences as well as random
variables that are uphold in organisational offerings. In this, procedures are easier to manage at
the time demand is predicable and resources are used effectively in entire operational aspect.
Visibility: Dimension of visibility refers to the proportion of operational processes that
the clients really experiences. In context to an organisation, customers experiences little of the
operational process but they enjoys outputs a lot.
Basis of
differentiation
Starbucks Greegs
Volume Starbucks offers wide volume of
specialist items in beverage industry
and produces huge number of same
things. It serves wide variant of
coffee at high quality for meeting
Greegs is specialised in producing
high volume of savoury products to
meet demands across the globe. The
company produces products in more
volume than that of Starbucks
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