Operations Management and Service Excellence

Operations
Management and
Service Excellence

Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................3
PART A...........................................................................................................................................3
1 Comparative Four Vs Analysis........................................................................................3
a. Four Vs profile diagram.................................................................................................3
b. Definition of each of the Four Vs in the context...........................................................4
2 Comparative Performance Objectives Analysis.............................................................6
a) Performance map...........................................................................................................6
Definition of each operations performance objective in the context of the operations.....6
Explanation of each operations performance and discussion of differences across the five
objectives...........................................................................................................................7
3 Design analysis....................................................................................................................9
Customer service process..................................................................................................9
b) Design of store layout....................................................................................................9
PART B..........................................................................................................................................10
Overview..............................................................................................................................10
Introduction of operations area........................................................................................10
Scope of operations area..................................................................................................10
Linking operations area to Starbucks performance.........................................................10
Starbucks global operations strategy................................................................................10
Explanation of Starbucks' global operations strategy......................................................10
Role of the quality management in the global operations strategy..................................11
Influence of the macro and micro business environment................................................11
Key requirements, capabilities and challenges.....................................................................12
Analysis and evaluation of chosen operational area.............................................................13
Recommendations................................................................................................................14
CONCLUSIONS............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Operation management is process through which the various resources that are used for the
process of production and supply of same are maintained. In an enterprise tasks are performed at
distinct places like back office operations, kitchen unit manufacturing process and one which
deals with the ultimate customer that is the take out process (Evans, 2013).Various functions are
performed so that the overall effectiveness of the task are maintained and improved continuously
like product development function, IT function etc. The following report is based on the
operations of Starbucks which is one of the most popular brand in coffee chains. It was found in
Seattle, Washington in the year 1971. It has its existence in more than 30,000 locations. Here the
different concepts related to operation management will be discussed in context of Starbucks and
will be compared with Greggs which is another brand in the same industry. It would be
discussed what global and local considerations are taken by these brands to manage their
operations in an appropriate manner.
PART A
1 Comparative Four Vs Analysis
a. Four Vs profile diagram
There are 4 Vs of the operation management i.e. volume, variety, variation and visibility.
All these elements help in better decision making by the organisation. Figure 1 shows the
diagram of same.

(Figure 1Four Vs of operation management)
b. Definition of each of the Four Vs in the context
In order to take most appropriate decisions regarding the different elements it is
important that the four Vs are appropriate applied in the operations of firm. Detail discussion of
each of these elements are done below:
Volume – It refers to the physical quantity of total items that is produced in an
organisation. Starbucks for instance is involve in the production of coffee in huge quantity and is
delivering the same product at distinct locations.
Variety – This is another element which further give emphasis on the level of variations
that are maintained in the overall production process. In order to compete in the industry, it is
required that variations are maintained so that customers are provided with different options to
choose from (Evans and Lindsay, 2013).
Variation – This factors determines the variations that are maintained in the total orders
during a year. Every different enterprise has some peak and lean time in which the demand
varies and accordingly the supply is maintained.
Visibility – The degree to which the process of delivery is visible to the user is referred
to the visibility of product and service
c. Explanation of each profile and discussion of differences