Operations Management and Service Excellence at Curators Coffee Studio

This report provides a comprehensive analysis of Curators Coffee Studio's operations management and service excellence. It begins with an introduction and overview of the coffee studio, followed by an analysis of operational challenges, including variety, volume, variation, and visibility. The report then delves into the operational system, including batch processing, functional layout, and process analysis. It also explores supply chain management, defining supply chains and networks relevant to Curators Coffee Studio. Furthermore, the report examines quality processes, defining quality and its processes within the context of the coffee studio. The analysis incorporates illustrations to provide a visual understanding of the coffee studio's layout, menu, and operational processes. The report highlights key parameters such as variety, volume, and visibility, and provides insights into the studio's customer focus and quality management. The report concludes with an overview of the coffee-making process and the importance of quality and customer satisfaction. This report aims to provide a detailed overview of the coffee studio's business operations, supply chain management, and service excellence.

Operations management and
service excellence
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TABLE OF CONTENTS
Introduction and overview...............................................................................................................5
Analysis of operational challenges................................................................................................10
Operational system.........................................................................................................................12
Interpretations................................................................................................................................14
Performance objectives..................................................................................................................14
SUPPLY CHAIN MANAGEMENT.............................................................................................16
Define supply chain and supply networks................................................................................16
Supply chain management of Curators coffee studio................................................................19
Quality processes...........................................................................................................................20
Define quality and quality process.............................................................................................20
Conclusion.....................................................................................................................................22
References......................................................................................................................................23
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ILLUSTRATION INDEX
Illustration 1: Company overview...................................................................................................1
Illustration 2: Location map ............................................................................................................5
Illustration 3: Menu of coffee studio...............................................................................................6
Illustration 4: Types of coffee and teas separation..........................................................................6
Illustration 5: Batch processing of coffee........................................................................................6
Illustration 6: Processing of coffee..................................................................................................6
Illustration 7: Curators coffee studio floor layout............................................................................7
Illustration 8: Internal layout of coffee studio.................................................................................7
Illustration 9: Operation system used in coffee studio.....................................................................9
Illustration 10: Process of making coffee......................................................................................12
Illustration 11: Supply chain of Coffee studio...............................................................................18
Illustration 12: Supply chain network............................................................................................18
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INTRODUCTION AND OVERVIEW
Curators coffee is a special coffee house that was created by a small group of
Antipodeans who are totally devoted to great tasting coffee (Nijssen and Schepers 2016).
Curators coffee studio opens its doors in the city of London which is known as one of popular
tourists destination in the United kingdom. It serves different variety of coffees, teas and freshly
prepared food from in-house kitchen and wide range of leading local raw material supplies.
The curator's coffee studio is a small scale enterprise that is why it focus on few peoples with
highly skill and qualification to cater the needs of all the customers. The main specialty of this
cafe is to serve world best beverages and gain more customer satisfaction. The venue is
appropriate for the company in order to attract more tourists and local residents. The price of all
the products is reasonable so that all age groups can afford it. The complete list of all the items
served here are the following such as coffee and other beverages 2-10 pounds, sandwiches and
other snacks 5-15 pounds, event space booking costs around 150-200 pounds per occasion and
the price may inflect according to the different needs of the client (Gustafsson and Högström
2016). The venue outsources some baked food items from the local bakery as well as preparing
the food on the spot in front of the customers. The transparency in the operational activities in
preparing food in front of customers shows that the business is using good quality resources
while maintaining high level of hygiene. The cafe opens for 7.30a.m to 5.30 pm in order to
facilitates several customers and closed on national bank holidays. The menu of the cafe is
designed after taking tastes and preferences of the customers and different expectations of the
external environment. The process of making coffee is using traditional methods that reflect the
traditions of their ancestors. It follows functional layout of the cafe studio and batch processing
in preparing foods and purchasing raw materials. It also give more focus on re-designing the
business activities so that firm will be able to achieve its desired goals and the objectives within
the reasonable time frame.
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Illustration 1: Company overview
(Source: Christopher, 2012)
The company give more importance to the following key parameters such as Variety,
Volume, variation and visibility.
Availability - The studio provides different variety of coffees that may includes Nude expresso,
Brazilian coffee, Mexican variety coffee, Joe's kid, Expresso, Cappuchino, Doppio. The motive
of firm behind providing wide options is that it helps to attract huge audience towards the
business by providing wide variety of options in order to gain competitive advantage over its
competitors.
Base of customer- Coffee shop has large base of client and consumers by serving variety quality
and quantity of products or services to its customers (Dyckhoff and Lackes 2013). The rationale
behind providing good quality product is maintaining long lasting relationship with the
customers.
Demand fluctuation - The firm time to time change their menu and add different variety in the
menu in order to grab the attention of the customer.
Marketing - It has to promote their coffee products in the eyes of customers to force them to
come and taste the various variety of the company.
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Illustration 2: Location map
The Curator's coffee studio is specially designed coffee house located in the heart of
United kingdom the city of London. It is existed in Cullum street of London to attract more
customers especially youngster and all other age-groups. It is a business of serving special
varieties of coffees, teas and fresh food prepared at the food outlet. The business size of this
studio is small scale which is weakness of this studio to cater the needs of the large base of
customers at a time. To reduce this weakness it provides home delivery to customers in order to
hide their weakness and convert it into additional service. As it is small scale enterprise it has
few staff members which is as efficient as in large scale business. The staff is few but they are
highly skilled in making food and serving the needs of large number of customers.
OPENING HOURS
 Mon-Fri 7:30am-5.30pm
 Closed on bank holidays
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Illustration 3: Menu of coffee studio
The operations of the coffee shop is correctly analyzed the overall efficiency of the coffee shop
by applying 4V analysis model are the following:
Variety- The coffee shop provides different variety of all the products such as different kinds of
coffee, teas, all freshly prepared foods such as salads, sandwiches, burgers, pies and all bakery
items.
Volume- The current size of the business will not affect the volume of the products provided by
the enterprise. It serves wide range and options in snacks, teas, coffees, other beverages,
confectionery items with vanilla, strawberry and other flavors. It provides high volume low cost
products to attract higher audience.
Visibility- The transparent operations process attract customers to purchase products just for
trying coffee in studio.
Variation- It provides different variety of products with some twist or some flavor of their own to
make it unique products or services.
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Illustration 4: Types of coffee and teas separation
Illustration 5: Batch processing of coffee
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Illustration 6: Processing of coffee
Process Analysis
The curators coffee studio followed Batch processing as the resources that are to be transformed
and purchased in batches. The cakes and other confectionery items are baked on site to serve
fresh food. The order of the food is according to the batches as prepared by the shop owner.
Illustration 7: Curators coffee studio floor layout
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Illustration 8: Internal layout of coffee studio
This coffee studio uses functional layout of its shop to facilitates large number of customers. The
counter is placed in center to cater the needs of large number of customers. The table and chairs
are all around the corner walls which is convenient for customers who are planning to dine-in or
take away. The transparent glass in the shop is placed to show all the internal processing of the
food to show that all food is prepared with proper hygiene.
ANALYSIS OF OPERATIONAL CHALLENGES
All operational decisions taken by the owner will depends on several factors such as
number of staff, available resources, technology used in food top generate better output. This
model is in-house developed project which is designed by the owner of curators coffee studio
(Christopher 2012). The rationale behind preparing in-house operational management structure
to achieve its main aim that is to grab the attention of several customers. Its main target is to
become the popular coffee studio in the London by serving good quality of services and wide
range options to the customers.
Creativity- Curator's coffee studio gives more emphasizes on premium design for its goods and
services. The creativity and innovation of the cafes and coffee shop play an important role in
influencing most of the customers. The premium quality is linked with the company's broad
differentiation generic strategy along with its premium pricing strategy. The premium pricing
strategy refers to premium quality of products in affordable price. It includes use of different
techniques and technology in order to cater the needs of its customers. The main focus of the
firm is to gain more customer satisfaction by serving wide variety of products to the consumers
(Aladwan and Forrester 2016). The availability of different options helps to maintain long lasting
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relationships with the customers. Enterprise can choose various ways to design their products
and different kinds of services which includes standardization, mass customization, delayed
differentiation, modular design and robust design. Determining different methods to choose is an
integral part of deciding the target market of the firm in order to achieve success.
Quality- Different variety of coffee served here are of top quality and doesn't have any loopholes
in terms of its quality. The firm follows different quality obligations that is imposed by the
external legal environment. Quality management ensures that an enterprise runs consistently
throughout the year by serving different taste and preferences of a customer. It consists of main
components such as quality planning, quality assurance, quality control and quality
improvement. It majorly focused not only on products and services but also on several means
and ways to achieve them. The international standard for quality management which is
commonly known as ISO adopts a number of several management principles and procedures.
These principles can be used by the management in improving quality of products such as
improving the tastes of coffees, teas, snacks and baked items. These items play a significant role
in attracting the interest of youngsters (Auh 2016). These food will caught the interest of
youngsters especially kids by providing different variety of foods such as chocolate cakes,
muffins, doughnuts, cupcakes. The main focus of the company is not restricted to deserts and
sweets but also extends to provide sandwiches, burgers, salads, french fries, risotto and many
more variety of food. According to the quality point of view, these junk foods such as burgers,
sandwiches are prepared in less oil and use of olive oil in preparation to promote the healthy life.
Customer- Curators coffee studio gives more priority to to the customers by reducing their
waiting tolerance by improving the internal service areas. The business aims to provide welcome
and comfortable feeling when customer enter the cafe. The complete surrounding and internal
environment of the cafe should be designed properly in order to attract them by the creativity and
innovation of the studio (Bowersox and Cooper 2008). It is one of toughest challenge faced by
the business in order to serve a cup of coffee to the customers to gain large base of satisfied
customers in initial stages. The customers are willing to pay more for the quality of the product
which motivates the personnel of the firm to serve high quality services to different consumers. It
also enhance the experience of both the parties business as well as buyer through personal
interaction between them. Products and services bridges the gap between purchaser and the
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owner by creating strong bond among them. It helps to build loyal and regular customers to the
business. Buyers are the basic pillars of the organizational success building. Trustworthiness play
important role in forecasting the success and failure of the firm in the competitive market where
competition exists at every point of time.
Illustration 9: Operation system used in coffee studio
OPERATIONAL SYSTEM
This process has three elements such as inputs, transformation process and outputs. In the
process of operation management, inputs are capital, equipment, materials, labor, facilities, time,
experience, knowledge, suppliers etc. The roastery is one of the traditional method used in
making coffee.
There are different types of operations that can be used by the curators coffee studio in their
daily routine activities. One of the process used by curators coffee studio is batch production
process, manufacturing of the products is limited in volume but it conducts in regular intervals.
Production duration of such type of goods are shorter and machines for this are flexible in nature.
The curators coffee studio are focusing on following processes are the following:
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