Operations Management and Service Excellence

OPERATIONS
MANAGEMENT AND
SERVICE
EXCELLENCE

Table of Contents
INTRODUCTION...........................................................................................................................1
PART A...........................................................................................................................................1
Four Vs Analysis.........................................................................................................................1
Comparative Performance Objectives Analysis..........................................................................4
Design Analysis...........................................................................................................................6
PART B...........................................................................................................................................7
Overview......................................................................................................................................7
Starbucks Global Operations Strategy.........................................................................................7
Key Requirements, Capabilities and Challenges.........................................................................8
Analysis and Evaluation of Chosen Operational Area................................................................9
Recommendations......................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Operational management is the system of business practices because it is helpful in order
to create the highest level of efficiency which is possible in the organisation. It is related with
converting raw materials into efficient goods and services as possible to increase the profitability
of the organisation. It is practice which is related with the planning, organising, controlling the
operational activities in order to bring efficiency in work (Calabrese and Corbò, 2015).
Moreover, service excellence refers to the effectiveness of the management which helps in
earning maximum profitability and also provide various benefits to customers. Furthermore, this
report is based on the Starbucks which is the leading coffee chain and provides its services at
global level and this assignment is classified into two parts. First part covers comparative four Vs
analysis of Starbucks and Greggs, which is the another food chain store in UK. Moreover, also
compare the current operational performance of Starbucks with Greggs as design analysis.
Moreover, in second part it describes the global operational strategy and defines the key
requirements, capabilities and challenges.
PART A
Four Vs Analysis
Four Vs Profile Diagram
Illustration 1: Four Vs Profile Diagram
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It is highly crucial that organisations are appropriately and effectively differentiated on
the basis of several factors that are related to how best the companies operate on distinct fronts.
Furthermore, firstly it is required that each of the factors related to the differentiation are
appropriately explained. Hence, this explanation is explained below:
Definition of Four Vs
Below is a detailed definition of Four Vs in context of the operations:
 Volume:
One of the most effective operations of the company is associated with the volume,
which refers to the volume of products and offerings of a company that is required to satisfy the
market demand. This could be related to food development processes of a company.
 Variety:
The flexibility within the processes and operations within the company is related to this
factor. This could be related to the processes of the firm as well as the variety of product
portfolio (Campbell, Jardine and McGlynn, 2016).
 Variation:
This is particularly related to the demand for the products and services which could
overtime variety due to changes in external factors. Moreover, it relates with the overall
management process of the firm to manage the demand.
 Visibility:
It refers to all the processes adopted by the company which are actually experienced by
the customers. For example, the services related to delivery of coffee to a customer within the
company is a prominent aspect related to visibility (Copacino, 2019).
Explanation of each profile and discussion of differences
BASIS STARBUCKS GREGGS
Volume In terms of volume, Starbucks
operates in an appropriate manner
due to presence of several of its
production plants that allow the firm
to effectively produce more than
In this perspective, Greggs perform in a
better manner that Starbucks, as the
company used digitalised processes in
terms of produce their offerings to the
customers. Hence, this allows them to
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