Starbucks' Quality Management: Assessment, Communication, and Systems

This report examines Starbucks' quality management practices, emphasizing self-assessment's role in determining the company's "state of health." It highlights the significance of communication and record keeping in identifying strengths and weaknesses, and improving overall quality. The report outlines the stages of staff consultation followed by Starbucks, including planning, preparation, action, and evaluation. Furthermore, it explores new systems and modifications for enhancing service quality, such as ethical governance, human resource management, rewards distribution, and flexible work timings. The analysis is supported by a range of academic references, offering a comprehensive view of Starbucks' approach to quality management. Desklib provides access to this and other solved assignments for students.

QUALITY MANAGEMENT
TASK 4

INTRODUCTION
● Quality management is the significant aspect for the
measurement of the success of the company.
● It has been practised by almost all the companies and is an
essential feature contributing top the development of the
company.
● Starbucks have been the king in the share market of the
sector from years.

STARBUCKS
● Renowned coffee
company with large
number of outlets across
the globe.
● Established in 1971.
● The company is popular
for its high quality and
asorted range of coffees.

4.1 Role of self-assessment in determining current
“State of Health” for Starbucks
 Self-assesment helps in achieving objectives and principles.
 Overall performance of the company can be evaluated.
 It can be used to identify its functionalities and potentialities.
 Verification of all the operation takes place through self
assessment which is effective tool.
 It helps to create benchmarks for the cited company to improve
the efficiency and ensure quality.

4.2 Significance of communication
 Communication brings in clarity on different subjects.
 Changes and innovation can be introduced in the
organisational structure if effective communication is
possible.
 Defects or errors in products and services are easily
detected through communication.
 The probability of clashes and conflicts is reduced.

Significance of record keeping
 Record keeping brings in a lot of benefit for the company
and enhances quality management.
 Accounts and expenditures are properly maintained.
 Tax payments becomes easier when appropriate records
are available.
 Strengths and weaknesses of Starbucks can be identified
which helps in improving quality.

4.3 Stages of Staff Consultation followed by
Starbucks
The following stages of staff consultation are adapted by
Starbucks to maintain the quality scheme.
 Planning
 Preparation
 Action
 Evaluation/checking/Analysis

4.4 New systems or modifications for improving
service quality
 Developing ethical governance with effective human
resource management systems.
 Distribution of rewards and appreciation labels.
 Acknowledging good works and efforts of reliable
employees.
 Regular celebrations of festivals brings in positivity.
 Application of incentives and flexible work timings.

REFERENCES
Dale, B., 2015. Total quality management. John Wiley & Sons, Ltd.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational
excellence. Upper Saddle River, NJ: pearson.
Griffin, R. D., 2016. Principles of air quality management. CRC Press.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in
hospitality, tourism, and leisure. Routledge.
Nanda, V., 2016. Quality management system handbook for product development
companies. CRC Press.