Performance Analysis: Gloria Jean's Coffee KPIs and Strategy

This report provides a comprehensive analysis of the key performance indicators (KPIs) of Gloria Jean's Coffee, a globally recognized retail coffee chain. The analysis covers various aspects, including organizational performance, customer retention strategies, productivity enhancements, profit margin evaluations, revenue per client, and average daily attendance. The report delves into the company's business strategies, emphasizing its focus on innovation, product quality, and customer satisfaction to achieve sustainable growth. It examines how Gloria Jean's Coffee measures its performance, considering both financial and non-financial aspects, and how these indicators contribute to its success in the competitive coffee market. The report highlights the importance of employee performance, customer service, and innovative product offerings in driving revenue growth and maintaining a strong brand image. The conclusion summarizes the company's success in maintaining a steady performance and its prospects for future growth.

Running head: KEY PERFORMANCE INDICATOR
KEY PERFORMANCE INDICATOR
Name of the Student
Name of the University
Author Note

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Executive summary
The aim of the report is to analyse the key performance indicators of the Gloria jean’s coffee
which is an internally famed retail coffee outlet that has gained massive success in Australia.
The report contains the details of the all the performance indicators from which it will be
possible to assess the performance of the organisation and what measures the management
has taken to improve its performance so that it can be possible for Gloria jeans to achieve
sustainable growth in the future.

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Table of Contents
Introduction................................................................................................................................3
Discussion..................................................................................................................................3
Organisational analysis..............................................................................................................3
Defining performance................................................................................................................3
Conclusion..................................................................................................................................7
References..................................................................................................................................8

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Introduction
Performance evaluation is the main objective of any organisation, performance
analysis technique is used to evaluate how the company carrying on its operations and fulfil
its objectives. The performance analysis will give a brief details about the efficiency of all the
departments and the employees. In the modern days with the hard competitiveness in the
market a company will not be able to achieve its success in the long run if it fail to perform as
per the demand of the market give the best output to its stakeholders. Performance is the
ultimate effort that can be measured from the results that came out of such performance.
Evaluating the performance of an organisation is not an easy task as it involves several
matters but there are some specific measurement tools from which it can be possible to
understand that how efficiently an organisation is performing and whether such performance
can be continued in the future also.
Discussion
Organisational analysis
Gloria jean’s coffee is a retail coffee house chain that have more than 1000 coffee
houses in almost 39 countries in the world and almost have 460 outlets in Australia. The
company since its inception in the year 1979. Since its inception the company has made
outstanding performance and from a small outlet in a small village of Chicago the company
become an international brand that spread its operations globally. In the late 1996 Nabi Saleh
and peter Irvine visited united states to assess the coffee brand of Gloria jean and decided to
take the franchise right of the organisation in Australia. The coffee brand become so popular
in Australia that within two years of its presence in this country it has been possible to open
185 stores and in 2003 the brand expanded in all over Australia. This happened only due to
the performance of all the individuals that are engaged with the organisation. The main
strategy of the organisation is to capture the global market through innovations in its products
and hard work of all the employees (Nallusamy 2016).
Defining performance.
Performance cannot be defined only on the basis of the financial achievements made
by the organisation but it also consider several other factors that are also equally important

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for the sustainable growth of the company. In the modern corporate world performance is
measured on the basis of certain key performance indicators which are very useful to assess
the efficiency of the organisations and to predict how the company will perform in the future
(ÖZTOPÇU 2017).
Retention of the clients
Providing the best quality products and services to the customer is the main
performance indicator of this company. The mission and vision of Gloria jean’s coffee is very
simple and clear, it states that serving coffee is not the main motive of the organisation but to
make a customer’s day incredible is the unique strategy that make this organisation ahead of
its competitors (Adams et al 2018). The employees are always ready to meet the
organisational mission and vision and give their best to make the customers satisfied and
make them feel comfortable so that they came back again. This strategy of the organisation
increased the revenue growth and make the business more profitable. In the modern days
merely producing coffee is not going to be enough for the companies they have to take
innovative ideas so that more customers visit to their outlets (Kucukaltan Irani & Aktas
2016).
Retaining client is very essential for the retail outlets like Gloria jean’s coffee as
customers are the main source of their revenue, to attract the clients the company has taken
several initiatives like providing the day parting service which give them refreshment after
having a sip of the coffee and also give enthusiasm. In this aspect the company has made
huge success the retention rate of the company has increased significantly and that is only
possible for the effective performance of all the employees and the management (Theirl et al
2017).
Increasing productivity
To ensure sustainable business the major importance that the organisation give is on
its productivity and increase the quality. The organisation wants to create strong relation
with the farmers and promote the highest standards and techniques of making coffee through
continuous research and development. The innovations in the products will help the
organisation to attract more consumer and also to provide more options for the consumers
that they will not get from other coffee outlets. The new type of products like the matcha
chiller, rocky road, cookies and cream and original iced chocolate have created huge demand
among the customers and also attract new customers. The company has also other sections of

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fruit classics in which various fruit juices are offered like sour lemon chiller, passion fruit
chiller which can give some different option for the customers. Apart from these
unconventional items the most demanded item that is various type of hot and cold coffee are
available which have their uniqueness that the customers will only get firm the outlets of
Gloria jeans. This innovative measures that the performance of the production department
and the research and development team of the organisation is of high standard and create
significant impact on the revenue generation capacity (Akkermans et al 2017).
Profit margin
For an organisation profit earning is the main performance indicator and in this aspect
it can be said that the organisation has made huge improvement in its profit generating
capacity after it started its operations in Australia. In the initial stage the company struggled
to generate profit and capture the, market but due to its innovative and high quality products
and efficient and smart services the customers started to visit the outlets more frequently and
this turned out to be the main reason that within two years of its operations the organisation
opened 165 outlets in this country and within 2003 it is possible to open outlets in all the
states in Australia. This high number of outlets help the organisation to reach to more
customers which increases its revenue and profit margin. Currently it is one of the highest
profit generating coffee store in Australia that have the largest customer base (Rees et al
2016).
Revenue per client
Per client revenue is another key performance indicator in the food and beverage
industry, the revenue generation capacity per client is measured to evaluate the efficiency of
the company in regarding to its potential to generate revenue from a particular customer. This
is a financial metrics of performance evaluation (Demartini et al 2018). From the annual
report of the company it has been observed that Gloria jeans has been able to increase its
revenue generating capacity per client has increased significantly in the recent years. The
customer satisfaction rate has increased due to the innovations in the product line and
pleasant behaviour of the employees of the outlets (Ramesh et al 2019).
Average daily attendance
This is another key performance indicator which is vital to measure the performance
of Gloria jean’s coffee shop. The attendance of customers is highly desired by all food

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providers in the world and Gloria jean is not an exception, the higher the daily attendance the
better it is for the organisation. Gloria jean has taken several initiatives to increase its
attendance rate like providing discounts on special occasions, launching of special voucher
packs to daily customers and other benefits to these customers who actively visit the stores
(Watson et al 2016). The company from its initial days give emphasis on customer
satisfaction and set their mission to not only to serve coffee but also to provide them such an
ambience so that they can feel something different by arriving the outlets of the organisation.
The coffee mugs and cups are made unique so that the customers can find something unique
even in the smallest things, such kind of activities increased the daily attendance of the coffee
shop which help them to become one of the fast growing coffee outlet in Australia. The lower
level staffs who serve food staffs to the customers maintain such a polite behaviour that
attracts the customers to come again in the outlets (Peral Maté & Marco 2017).
Business strategy
The business strategy is a key performance indicator from which it can be measured
how the management is approaching for increasing the level of performance at every stage of
operations. The global reach of the company plays a important role for the increasing revenue
generating capacity of the company and the management is also trying to make their strategy
by capitalising these strengths. An effective business strategy will increase the motivation of
the staffs at all level and that will help the organisation to meet its mission and vision. Gloria
jean’s vision is to become the most reputed and most loved coffee shop in Australia and to
fulfil that vision all the employees give their best performance which can be easily reflected
from the overall results of the organisation (Gayathry 2017).
As a part of their sustainable growth policy the company has always given priority to
do something for the society within which the organisation carry on its operations. The
organisation has taken several initiatives to contribute for the improvement of the society and
also the environment. As coffee has the potential to build relationship with each other.
Connecting with more people and to serve for the betterment of their life (De Carvalho et al
2016).
To become the most desired and respected coffee company all over the world the
company has performed dedicatedly for not only achieving financial objective but also to
contribute in the society so that the organisation can build a reputation and brand image
which will assist them to achieve sustainable growth (Rumokoy 2018).

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Conclusion
From the above discussion it can be said that performance indicator is a tool that is
used by the management to evaluate the areas from which the organisation can generate more
revenue. Performance is evaluated not only on financial metrics but also on non-financial
aspects also. From the analysis of the Gloria jean’s performance indicators it can be observed
that the company has been able to maintain a steadiness in its overall performance be it in
increasing its revenue earning capacity or enhancing the customer satisfaction rate. the key
performance indicators of the organisation indicates that from all perspectives be it financial
or non-financial Gloria jean has been successful to increase its performance level and looking
forward for achieving sustainable growth in the coming days.

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