Starbucks: Quality Management and Customer Satisfaction Report

This report provides a detailed analysis of quality management strategies, specifically focusing on the case of Starbucks. It begins with an introduction highlighting the importance of quality management and its impact on customer satisfaction. The report then delves into the role of self-assessment, emphasizing its significance in identifying strengths and weaknesses within the company, with a focus on benchmarking. Furthermore, it examines the importance of effective communication and record-keeping in enhancing the quality of products and services. The report also outlines the stages of staff consultation, which contributes in planning for quality management action to gain maximum profit. Finally, it suggests new systems or modifications to improve service quality. The report concludes by emphasizing the need for continuous improvement and adaptation to maintain customer satisfaction and competitive advantage. References from several sources are included to support the analysis.

QUALITY MANAGEMENT

Cover Table
 Introduction
 Role of self assessment to determine current state
 Importance of communication and record keeping
 Stages of staff consultation to improve quality
 New system or modification for quality management
 Conclusion
 References

INTRODUCTION
Quality management is an important part of company to
uplift its existing performance in term of product or
services which helps in maximum customer
satisfaction.

4.1 Role of self assessment in order to
determine Starbucks current state of health
Analysis of business may lead to identify some string and
weaknesses of company which can contribute in
improving its present product feature. Benchmarking is a
major method of self assessment.

4.2 Importance of communication and
record keeping in quality management
Communication is a crucial element to make decisions
for business as it helps in taking various new opinions
to improve quality of product. Records benefits in
checking daily activities in manufacturing process.

CONT
It is an inseparable aspect of company as it helps
in implementing new ideas to make changes in
product features and characteristics.

4.3 Stages of staff consultation which is
followed by Starbucks
 Analysis stage
 Decision stage
 Agreement and planning stage
 Assessment stage

CONT..
Staff consultation contributes in planning for
quality management action to gain ,maximum
profit.

4.4 New systems or modifications to
existing systems to improve service quality
Even Starbucks is a leading brand in food and
beverage sector, it should implement some
new and modified system to improve its
service quality at stores.

Conclusion
From above it can be concluded that every
business organisation must mange its quality
and make efforts to improve its time to time to
get customer satisfaction.

REFERENCES
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Fuller, S., 2012. Knowledge management foundations. Routledge.
Gillis, W.E., Combs, J.G. and Ketchen, D.J., 2014. Using resource‐based theory to help
explain plural form franchising. Entrepreneurship Theory and Practice. 38(3).
pp.449-472.