Operations Management and Service Excellence

Operations Management and
Service Excellence

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK A...........................................................................................................................................3
Comparative Four Vs Analysis..............................................................................................3
Comparative Performance Objectives Analysis.....................................................................5
Design Analysis......................................................................................................................7
TASK B...........................................................................................................................................8
Overview................................................................................................................................8
Global operations strategy of Starbucks and overall macro environment..............................8
Key requirement, challenges & capabilities...........................................................................9
Evaluation and analysis........................................................................................................10
Recommendations................................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Operation management is referred as process of controlling as well as designing
procedure of production and operations of products and services in appropriate manner (Al
Shobakib, Abu Amuna and Abu Naser, 2017). Service excellence is defined as procedure of
providing premium quality services to customers and people in order to create brand value,
goodwill, loyalty and so on. It is significant for business to ensure and provide high quality and
excellence services and managing activities of business in best manner. The chosen organisation
for assignment is Starbucks that was established in Washington in 1971. It is serving large
number of consumers in different 80 countries by opening 30,000 retail stores. Main aim of
report is to know operations of business activities of given organisation at both local and
international market. This report is divided into two parts where first section highlights about
four vs. analysis, design analysis and performance objective analysis of Starbucks and Greggs
and second section covers macro environment, requirements, challenges, capabilities, global
operations and areas of operations.
TASK A
Comparative Four Vs Analysis
Comparative analysis is defined as method that helps in identifying four types of
elements which are applied by management team for transferring resources and raw materials in
order to produce potential outcomes (Calabrese and Corbò, 2015). This has analysed that each
and every business need various operations for converting material into finished products. For
achievement of organisation goal and objectives, these components are applied by management
in appropriate manner. This includes raw materials, equipments, money, approaches, strategies
and many more to maintain quality of finished outputs. The four analyses include volume,
variety, visibility and variation. Such elements have to be utilised in proper manner for creation
of value to goods as well as services that are offered by business to gain competitive
marketplace. For doing analysis of these components, Starbucks and Greggs have been selected.
They are explained below:
Four Vs Analysis Starbucks Greggs
Volume This is regarded as first components The respective organisation needs

of four Vs analysis which focus on
principles of high production as
well as low cost. The respective
organisation's management team
focus on producing premium quality
products as well as services with
low cost. This will be possible if
Starbucks has produced products
and services at premium or high
level. It is important for Starbucks
to manufacture at bulk quantity so
that production and cost both will
be low.
continuous improvement while doing
production level in order to enhance
their profitability and productivity at
competitive market. This will be
possible if respective organisation
focus on producing at bulk quantity
that helps in lowering overall cost of
business (Fernandes and et. al., 2017).
Variety This is the second elements of
analysis that assist company to
manufacture new products for
influencing huge number of
consumers. With help of variety of
goods, organisation will be
enhancing their profitability as well
as sustainability at marketplace.
Greggs has to do innovation in their
products as well as services in order to
do competition with their competitors
at marketplace. This helps them to
enhance their brand value and
goodwill at market (Gómez, Martínez
Costa and Martínez Lorente, 2017).
Variation According to this element, it is very
important for managers to introduce
variations in their products as well
as services. Starbucks has to do
variations in their existing products
to provide consumers with various
options in order to attract them
towards their business and enhance
their productivity level in best
It is defined as elements in which
Greggs's manager has to add some
flavours in their new variations as per
requirements of consumers. This helps
them to retain their users for longer
time period and loyalty enhances
towards business.