Comprehensive Analysis of Quality Management in Starbucks Operations

This report provides a comprehensive analysis of Starbucks' quality management strategies. It begins by defining quality and exploring the processes of inspection and assurance, including quality planning, assurance, and control. The report then delves into various approaches to quality management, such as Total Quality Management (TQM) and Six Sigma, comparing and contrasting these methods. The second part of the report focuses on customer satisfaction and continuous improvement, emphasizing their importance in the context of Starbucks' operations. It examines the types of added values, including quality, environmental, and cause-related values, that Starbucks can leverage. Finally, the report discusses the importance of effective marketing and the types of information necessary for customers, such as product details and offers, to ensure customer satisfaction and drive business success. The report aims to provide a detailed overview of quality management principles and their practical application within the Starbucks context.

QUALITY MANAGEMENT

Table of Contents

INTRODUCTION
Any organisation deliver some number of services to their users by manufacture
products. It is their duty to serve quality products to their customer because any business can
only operate their operations with assistance of consumers. If they do not show so much concern
towards them they have to suffer heavy loss. Hence, quality management is must for making and
conducting a healthy and successful business. It is a duty of an organisation to use several
number of techniques in this context, if they failed in implement them then their results are very
bad for overall growth of an entity (Aaker, 2012). This present assignment signifies about the
quality management of Starbucks. This report includes several number of techniques which are
related to quality management in which at first for commercial options there are several number
of approaches are contrast in this scenario. Moreover quality management always provide a
benefit to every business and service sector industry. Further there are various number of quality
controls are also included in this assessment with recommendation to improve services to
customer. Also, an organisation have to use various number of principles of quality management
through which they can improve their services.
TASK 1
1.1 Define Quality
Every company target some number of customers for their business which they are going
to offer their products and services. Customers are the essential part of any business organisation
and a company can only ascertain profit with the help of them. Hence, their profit is completely
related with the products and services which are serve by an organisation. Management have to
ensure about their quality. Quality is define as such component which lead to meet the customer
satisfaction and fulfil their demand. Their is no specific definition is provided by any author
about the quality concept. It is not about that thing which supplier sell to business but it is all
about the power of a product which enable a person to get satisfied (Chen and Chen, 2010).
Starbucks in one of a largest coffee shop in the world which have its outlets all over the
world. They are dealing with coffee and serve it to their users. Hence, management have to
appoint a quality management team which support them in manage quality of their products
which they serve to their customers. Coffee of cited firm have a capability to satisfy any human

being needs and expectation thus it is treated as their quality. Profitability of firm signifies all
relevant factor in a appropriate format.
1.2 Process of inspection and assurance ( Starbucks)
Process includes several number of activities which enable an organisation to perform all
things in a systematic manner. This is one of a beneficial approach which enable an organisation
to attain all of their targets in least time. Assurance provide a surety that all things are getting
done in a right and ethical manner. In quality context various number of process are used by an
organisation for inspection of quality and assurance.1. Quality planning: Plan is an essential step before conducting any activity. Quality
planning is one of the most helpful term in meeting the desired quality of product with
current position. An organisation have to identify the gaps between that and fulfil that by
using corrective measure. Starbucks have to done their quality planning at their initial
stage so that their work get done in an effective manner.2. Quality assurance: Every organisation need a desired level of quality of products and in
this context, management have to show some concern towards each steps through which
they can maintain their quality of products. For this perspective management have to use
different tools, techniques and audit for identifying the assurance of quality.
3. Quality control: once the quality of products get assured next step is to control them. On
every stage each product get monitor out and thus if managers or quality team found any
form of deviation into that it is their duty to control then and improvise them. Starbucks
have to use this approach in identifying that their products are meet with quality standard
or not (Fuller, 2012).
1.3 Range of approaches to quality management
There are several number of approaches can be used by Starbucks with the help of which
they can manage their products and services of quality which serve by them. Management have
to use them in managing their quality so that appropriate quality products can be serve to
customers. The various method in this context are as follow:
 Total quality management: For improving the quality of products various number of
events and steps are used (Rohn, 2014). In this context, all management staff, people are
involved so that they can show more concern towards that. Starbucks have to arrange

many programmes which enable them in providing knowledge to their staff to make
quality products.
 Six sigma: This process is used by management to control the quality of products by
improving them in desired manner (WHAT IS SIX SIGMA? 2017). Authority have to use
this approach and work in such manner which enable them in reducing the chances of
error. Starbucks can apply this quality improvement technique in their business which
enable them in taking highly beneficial decision.
1.4 Similarities and differences between various methods
There are many similarities and differences are measure between each and every
approach which is used by an organisation. Starbucks is using effective methods in this context
and for this they have to first analyse them. The various number of similarities and differences
between each and every method is as below:
Similarities:
1. Total quality management and six sigma are the two best approaches which enable an
organisation to take effective decision which are related to quality. Both approaches have
a concern towards maintain quality of products which offer by company.
2. Methods are helpful and reduce the chances of error at the time of production of products
and services (Gillis, Combs and Ketchen, 2014).
Differences (WHAT IS TOTAL QUALITY MANAGEMENT? 2017):
Six sigma Total quality management
In this concept none of the programmes are
conducted and management have to monitor all
the products under their territory.
Various number of events are organised with a
motive to improve services.
This method is used for ascertain the quality
standard according to desire of management.
This technique is applying only by consulting
events and thus chances of success are low.
TASK 2
2.1 Discussion on customer satisfaction
Customer are the consider as the god for every business. It is a moral duty of an
organisation to fulfil all the needs and requirement of all of their customers. If they failed in do

so then management have to bear heavy loss and thus entity also get affected by this consent. In
this context, customer satisfaction is one of a oldest term which signifies about the happiness of
consumer by some products or services which they want to consume. Sometimes some
companies do not provide appropriate services on paying of money.
Customer satisfaction is when a person buy a goods or services from an organisation
which satisfy them properly and gave them a feel of happiness that such product is specially
manufactured for them (Goetsch and Davis, 2014). Thus, this satisfaction is consider as
consumer satisfaction.
Starbucks have to analyse about their users satisfaction which they can analyse by taking
a proper feedback from them. They have to built their quality management in such consent which
aid them in producing such products who have a capability to satisfy their users. It is a process
which is essential for every business organisation. Starbucks deals in manufacturing of coffee
and other eatables and thus for this management have to offer such quality products to their users
which aid them in getting optimum level of satisfaction.
2.2 Meaning of continuous improvement
Continuous improvement is a term which means the changes which are taking place for a
product of services which are manufactured by an organisation. It is an ongoing effort which is
used by a company to improve all the services and products which manufactured by them. This
process get examine with the support of efficiency, effectiveness and flexibility of product. Also
the another major term in this context which enable this process is technology. Management
have to use new and appropriate technologies which aid them in making and achieving the task
of continuous improvement.
This get done when an organisation change their products of good. In this context, the
another term which is used for this purpose if Kaizen which means change good (Pauwels,
Pyzdek and Keller, 2012).
Starbucks is one of the largest coffee shop in all thee world. They are dealing with
various number of products and coffee. This work meaning is so important for them. If they
failed in implementing the strategies which support them in continuous improvement then they
have to suffer heavy loss. This process also get done by analysing the customer and their choices.
They both are dynamic in nature and get changed according to course of time.

Hence, management of cited organisation have to use appropriate steps which enable
them in improving the quality of their products which serve by them according to need and
requirement of time. This factor is helpful for them in surviving or sustaining into the keen
competitive market world (HittIrel and Hoskisson, 2012).
2.3 Type of added values to be gained
Every product manufacturing require some value which is related with manufacturing of
such product. These values are related to ethics of a person which they should have to follow in
their life. Same as this there are some values are already gained for an organisation while they
are dealing with various number of products. Such values are as follow:
1. Quality added value: It is a duty of a company to serve quality products to their users. It
is concerned with the vitamins and minerals which are present in a good. These quality
value added have some value to customers and thus it is an essential thing for a company.
2. Environmental added value: Management have to show more concern towards
environment and this is their major duty to employ such techniques which do not harm
the environment. Authority have to show this concern so that their brand image get
improved (Parsa, 2012).
3. Cause related added value: It is a form of social marketing added value. Starbucks is one
of a well known largest coffee shop chain and they have some duty towards society
which they need to get fulfil. Authority have to donate some amount of revenue to such
people who are not able to perform any activity.
2.4 Types of information and importance of effective marketing
Whenever an organisation made any change in their product it is their duty to inform that
directly to their customers. If they failed in do so then users do not utilise the facility which
provide them satisfaction. Hence, an organisation have to use various measure in this prospect by
advertisement, promotion etc. (Howard-And erson, 2012). These are the sources through which
entity can make a contact with their customers. Thus, as a result it leads to increase their
profitability of business which is so needed for any business organisation. In this concern,
effective marketing plays a vital role because without that none of a company generate high
revenue. Every user need some amount of information which is essential for them in purchasing
of products. Following are several number of data is measure which is necessary to record by
users of Starbucks:

 Products and services: Management have to provide all detail information which is
related with the product or services which offer by the company. In such a manner all the
records of ingredients which are used in production of that material has described.
 Offers: Company have to provide appropriate details of offer which they render to their
users and thus this aid them in increasing their sales and generate more and more
revenue.
TASK 3
3.1 Measurement of Quality management.
Quality management is the method in which the the quality of the product and the services is
measured. For this various steps will be performed in which firstly the documentation of the
system will be done.
 Then the procedures that are followed will be evaluated and for this past performance
will be compared with the actuals.
 It will be analysed that all the standards that have been set in this relation are followed or
not. If not then the required measures will be taken so that they are complied with in the
most appropriate manner.
 There are various measures that can be used for this purpose which will include
benchmarks and key performance indicators, total quality management (Kotze, Carter
and Scally, 2012).
 It will be ensured that the actions that are more important in the business should be given
the priority. By undertaking all these it will be possible for the business to manage the
quality.
Management of quality can be measured with the assistance of different tools:
 SPCC: Statistical process control charts are a kind of tools which is used in six sigma. Six
sigma is a type of quality program which is used to decrease defect in process and
product.
 Flowcharts: These are the visual view of the process and helps in better understanding of
any issue or problem.

 Balance scorecards: It is a tool which gives view of the company from customer, growth,
learning and financial perspective. A main advantage of it is combination of business
measures and quality at single place.
3.2 Benefit of user and non-user surveys
user surveys are of vital importance as it provide the relevant data to the business entity which
can be further utilised by same to provide satisfaction to the clients. For any organisation success
is the prime objective and in order to experience same the most important element is the
consumer. Through conducting the user based surveys company can get to know which product
are more favoured in the market and therefore accordingly innovation in the existing products
can be dine (Lee, Tae and Choi, 2012).
Non user surveys provide the advantage of providing first hand information to the
business. The same data gathered can be utilised for doing the segmentation of the whole market.
This way it becomes easy to target the potential customers and therefore the whole sales can be
increased.
3.3 Methods of consultation
There are different methods which can be utilised by the management in to encourage
participation like:
Group meets - It is a traditional method in which different employees come together and
discuss the concern topic. Through this process views and ideas are shared among various
individuals and accordingly consultation is done to reach at conclusions (Levine and Toffel,
2010).
Telephone – It is a contemporary method in which interaction is done by taking the use of
phones. Both the parties put their ideas in front of each other and with consent share the
information.
Mail – it is a written mode used to convey the message from one place to another.
Through this same message can be sent to various individual at the same time without incurring
much cost. It is an effective method as less time is consumed in it and also message remain
stored at one place which can be utilised in future if required (Meals, Dressing and Davenport,
2010).

3.4 Use of complaint procedure in quality improvement.
Complaints procedure is the method in which forms are made and provided to all in
which they will be writing the problems that are faced by them. On the basis of which corrective
steps will be taken so that they can be resolved. By this a customer friendly environment will be
established. As all the complaints will be received so it will be known that which are the areas in
which improvement is required and this will be help business in rectifying them. measures will
be taken in the specified fields and that will be done on the timely manner (Osman, Johns and
Lugosi, 2014). By this the satisfaction level of the customers will be measured as if the
complaints are more then it will show that they are not satisfied with the quality of the services
and further improvement is required.
TASK 4
Covered in PPT
CONCLUSION
From the above mentioned report it can be concluded that Quality management is the
most important aspect that is required to taken into consideration by every business. For this
various process are undertaken such as inspection. Also many tools will be used so that quality
can be maintained. It is required that continuous improvement is done in this regard. Customers
loyalty will be achieved with the quality only so it is highly needed that proper steps are taken to
know the level of satisfaction that they are getting from the services that are provided to them.

REFERENCES
Books and Journals

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