Operations and Technology Management at Costa Coffee: A Report

This report provides a comprehensive analysis of Costa Coffee's operations and technology management. It begins with an executive summary and introduction outlining the company's objectives, including becoming the largest coffee chain and providing quality products and services. The report then delves into the analysis of operation management, its strategies, technology adoption, and quality management, highlighting their roles in achieving organizational goals. It explains how technology and operations management translate objectives into performance using tools like total quality management and lean production. Furthermore, it discusses how these elements aim for operational excellence to drive future business success, offering recommendations for improvements, such as effective employee management and customer satisfaction. The conclusion emphasizes the importance of operation and technology management in effectively managing production processes, profitability, and future growth.

Operation and technology
management

Table of Contents
Executive summary..........................................................................................................................1
INTRODUCTION...........................................................................................................................1
Objectives of Costa Coffee:........................................................................................................1
Analysis ......................................................................................................................................2
Explain how technology and operation management translate objectives of company into
performance................................................................................................................................3
How does operations and technology management aim for operational excellence to drive the
business forward in the future.....................................................................................................4
Improvement and recommendation.............................................................................................5
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................6

Executive summary
This report include information about how operation management helps company in the
achievement of its business objectives. Various objectives of company that helps in better
achievement of organisational success in the market. How technology and operation
management helps in accomplishment of those objectives and goals of the company. This also
explain importance of technology and operation in the achievement of organisational goals and
future growth of the company. This report based on Costa Coffee, its British coffee house chain
and the main objective of company to increase its growth in food and beverages industry.
INTRODUCTION
Operation management is the function of organisation that helps in better arrangement of
goals and objectives of firm in order to make better profitability and growth. This concern with
designing and controlling the process of production in order to gain effective productivity and
growth in the market. Operation and technology management helps the company in better
achievement of pre determined goals and aim for the future success. This report is based on
Costa Coffee, (Agrawal, Atasu, and Van Wassenhove, 2019) it was founded by tow brothers
Bruno and Sergio in London in 1971. the coffee house is committed to support customers and
provide best quality of coffee and food items. Costa Coffee completed 45 year experience of
providing crafting the finest quality of coffee. This report helps to understand bout various
objectives of the company and how technology and operation management helps in better
achievement of those objectives and aims.
Objectives of Costa Coffee:
 “To identify the importance of technology and operation management in order to achieve
organisational goals and objectives”
 “To become the largest coffee chain house in the world”
 “To provide quality product and services to the customers and increase profitability”
These objectives of Costa Coffee define the aim of company to become more successful
in the food and beverage industry (Babich, and Hilary, 2020). Technology and operation
management provide better functioning to the functions of the company. Become more
successful in the industry with high level of profitability and growth is the main objective of the
1

company. The operation management of the company helps effective productivity of the
company in order to gain more success and growth in the market. Costa Coffee focus on
customers satisfaction with their products and services so that they can achieve large customer
base.
Analysis
Operation management refers to the set of activity that ensure better production and
effective cost of product and services. The main aim is to transfer all inputs into outputs that
deliver final products and services of the organisation to the end customers(Benjaafar, and Hu,
2020). Various functions of operation management aims to provide better path to achieve
various objectives of Costa Coffee. Below are some functions of operation management that
could helps the coffee house in the accomplishment of various objectives.
Operational strategies: In the business there are various function that operation
management play in order to provide better out come to the company. Operational strategy refers
to the all the planning and controlling of the company over the its production function in order to
reach organisational goals. In the context of Costa Coffee, operational strategy of the company
provide better insight about making strategy that helps in better achievement of goals and
objectives. Costa Coffee (Choi, 2019) can examine and implement most effective system for
using resources and efficient productivity. Thus operation strategies helps in better analysis of
future and helps company to make effective plan for it.
Technology adoption and implementation: operation management assists company in
selection of useful technology in the company so that its can improve the level of effectiveness in
production system. Better production enhance the level of organisational performance in the
market. In the terms of Costa Coffee operation management of the company focus on
achievement of various goals and objectives, it helps in selection of appropriate technology in
the business. So that it can provide better production to the Costa Coffee and increase the level of
customer base in the organisation. Use of new technology in the company could attract more
customers towards the brand. Thus, Costa Coffee use this operation management tool to select
appropriate technology in the market, also it helps in better understanding of implementation of
all the technology in the market.
2

Quality management: It is one the important part of organisation in order to provide
better quality to the business and increase its growth in the market. Quality management is
essential part of business because it provide better customer experience in the company. In the
context of Costa Coffee, operation management of aims to provide better quality to the
customers in order to give offer them better services and product from the coffee they offer. It
ensure that manufacturing of raw materials should done in most effective manner so that
company gain more profitability and growth in the market. The Costa Coffee (Dai, and Tayur,
2019) various operation tool and techniques in order to examine the quality of the product and
how can it will be improved in the future. Thus the operation management play an important role
in providing better quality to the customers and increase the level of customer satisfaction.
Thus, operation management play an important role in the achievement of goals and
objectives of the company. It also increase the level of profitability in the business so that
company can achieve its objectives of become one of the largest coffee chain in the world so
they can gain high success and profitability in the market. Company is focused on providing
better quality of products they offer to the customers, operation management helps in
achievement of all goals and objectives of better productivity of products and services so that
they can gain better opportunities in the market.
Explain how technology and operation management translate objectives of company into
performance.
Operation management is one of the most used and important tool of the company that
ensure better quality of product and services in the business. Operation management aims to
improve the productivity of the company so that it can helps in better arrangement of
productivity and reach to the goal of the company. The tools and operation of the company
increase the level of objectives and goals of the company. Various tools of operation
management helps in increasing the level of productivity so that organisation can achieve its
aims. In the context of Costa Coffee, (Erjavec, and Trkman, 2020) company use various
operational tools in order to gain more profitability and growth of the company. This tools helps
the company in better management of its production and services at the market so that company
increase its profitability. This also enhance the quality of the company's products and services so
that it can helps in better achievement of goals and objectives.
3

Total quality management: This refers to the long term success and growth of the
company through providing better quality of products and services to the customers. The main
aim of total quality management is to provide better growth to the company by provide effective
production to the company (Lohmer, and Lasch, 2020). TQM provide high level of customers
satisfaction by analysing the quality of the product and increase the level of profitability in
future. This tool of operation management helps in better achievement of organisational goals
and objectives so that they can enhance it for the future purpose. In the context Costa Coffee,
company use total quality management tool for the better production and growth so that it can
increase the level of customer satisfaction. Better customer satisfaction increase the level of loyal
customers in the company so that they can enhance the level of profitability and growth in the
future. This function of operation management depends on the how must company is
concentrated on the growth and of the company. Thus, total quality management helps in better
growth and success of the company.
Lean production: This approach of operation management helps in reduction of waste
and ensure effective quality of the product and services. Lean production approaches could apply
to all the functions of the company so that company increase the level of performance. This
approach of management concern with lean production of the company so that they can increase
the level of productivity. In the context of Costa Coffee, (Mak, 2020) company use lean
production management helps company in better waste management at the production so that it
can increase cost of production and growth of the company. It also helps in better management
of production so that company can provide high level of quality and growth of the company.
Thus lean production helps company in better quality management and waste management so
that company can increase its level of profitability and growth in the market.
How does operations and technology management aim for operational excellence to drive the
business forward in the future.
Operation management is an tool that organisation use in better achievement of goals can
objectives in the market. This is an area of management concern with designing and controlling
the process of production in the company so that they can ensure better growth of the company
and increase the level of profitability. It also ensure the future growth of the company by
arrangement of the production system and growth. Operation management increase the ability of
the growth in the company so that firm can use it for the future growth. In the context of Costa
4

Coffee, adopting technology management in the company can increase the growth and
profitability in the firm. Operation management helps company to adopt accurate technology of
the company so that they can use it for the better production and increase the efficiency of
production system. Technology management also helps the company in to analyse the future
trend in the market that effect the growth of the company (Reid, and Sanders,2019).
Operation management increase efficiency of the company in order to gain better
knowledge and profitability. They can use strategic management tool for the future plans of the
business. It helps in analysing all the market trends of industry in order to analyse the level of
competition in the market. Thus company can use all the tools and techniques of operation
management in order to gain better success and growth in the industry(Torlak, Demir, and
Budur, 2019). The aim of Costa Coffee is to become one of the largest and successful coffee
house in the world and operation management can help in better achievement of goals and
objectives. So that company can use this tool in order to enhance the level of profitability and
growth of the company.
Improvement and recommendation.
From the above information it can be recommended to the company, that various
operational helps in better arrangement of production process and effectiveness its profitability.
Better use of operational system could help company to grow in the market and increase the level
of effectiveness in the market. Operation management increase the level of effectiveness in the
company. Costa coffee should focus on the effective management of employee at workplace so
that they can provide effective productivity and growth of the company. Company should focus
on better customers satisfaction so that it can help in effective management and growth of the
company. There are various tools that Costa Coffee can use for the future growth of the
company and increase the level of profitability. Examination of all the future competition and
threat can assist company make better strategy and plan accordingly.
5

CONCLUSION
From the above information it can be conclude that operation and technology
management is one of the important function of the company that helps in effectively manage the
productivity so that company can gain high growth in the market. Selection of proper technology
in the firm can increase the level of effectiveness in the company. Technology helps company in
better growth and achievement of organisational goals. Operation management play an important
role in proper management all the production and growth process of the company. Various tools
of operation management helps in better management design of product and control all the
activities of the business. Technology and innovation helps the company to manage its future
growth and increase the level of customers satisfaction so that it can helps company in better
achievement of goals and objectives.
6

REFERENCES
Books and Journals
Agrawal, V.V., Atasu, A. and Van Wassenhove, L.N., 2019. OM Forum—New opportunities for
operations management research in sustainability. Manufacturing & Service Operations
Management, 21(1), pp.1-12.
Babich, V. and Hilary, G., 2020. OM Forum—Distributed Ledgers and Operations: What
Operations Management Researchers Should Know About Blockchain
Technology. Manufacturing & Service Operations Management, 22(2), pp.223-240.
Benjaafar, S. and Hu, M., 2020. Operations management in the age of the sharing economy:
what is old and what is new?. Manufacturing & Service Operations Management, 22(1),
pp.93-101.
Choi, T.M., 2019. Publishing operations management research in transportation research–Part E.
Dai, T. and Tayur, S.R., 2019. Healthcare operations management: A snapshot of emerging
research. Manufacturing & Service Operations Management, Forthcoming.
Erjavec, J. and Trkman, P., 2020. Behavioural operations management-identification of its
research program. International Journal of Services and Operations Management, 36(1),
pp.42-71.
Lohmer, J. and Lasch, R., 2020. Blockchain in operations management and manufacturing:
Potential and barriers. Computers & Industrial Engineering, 149, p.106789.
Mak, H.Y., 2020. Enabling smarter cities with operations management. Manufacturing &
Service Operations Management.
Reid, R.D. and Sanders, N.R., 2019. Operations management: an integrated approach. John
Wiley & Sons.
Torlak, N.G., Demir, A. and Budur, T., 2019. Impact of operations management strategies on
customer satisfaction and behavioral intentions at café-restaurants. International Journal of
Productivity and Performance Management.
7