Change Management
Change Management
L. Bailey
ISCOM 472
May 29, 2013
Change Management Starbucks is a globalized coffee shop chain that began at Pike 's Place in Seattle, Washington in 1971. Its main market includes coffee, iced coffee drinks, tea, baked goods, and coffee related products such as ice cream, energy drinks, and beer made with coffee. Starbucks has remained number one in its market for caffeine-addicted customers to get their daily fix. There are many reasons they have maintained this status. Lean enterprise is a process Starbucks has invested in, and as a result has enjoyed its success throughout the years. A large part of Starbucks success in lean enterprise is because of its utilization of three categories of the improvement process; cycle-time, quality, and cost. These three categories of improvement are vital to a company 's productivity and success in the market.
Cycle-Time
According to Businessdictionary.com, cycle-time is the period required to complete one cycle of an operation; or to complete a function, job, or task from start to finish. To improve a customer 's service time from the time he or she walks through the front door, to the time the customer receives the order, the company decided to do away with using receipt numbers and start printing the customer 's name and order on the cup. This process not only cut out the time it took the employee to find the receipt and call out the order number but also cut out the time it took the customer to figure out that his or her number was being called out. Many customers tend to throw out their receipts or while putting away the change forget where he or she put the receipt.
The challenge with implementing this cycle-time improvement process is the pronouncing of some customer 's names. It could cause confusion with the customer realizing his or her order is up. In addition, if the customer throws out or loses the receipt before the order number is called out, the customer will not know his or
L. Bailey
ISCOM 472
May 29, 2013
Change Management Starbucks is a globalized coffee shop chain that began at Pike 's Place in Seattle, Washington in 1971. Its main market includes coffee, iced coffee drinks, tea, baked goods, and coffee related products such as ice cream, energy drinks, and beer made with coffee. Starbucks has remained number one in its market for caffeine-addicted customers to get their daily fix. There are many reasons they have maintained this status. Lean enterprise is a process Starbucks has invested in, and as a result has enjoyed its success throughout the years. A large part of Starbucks success in lean enterprise is because of its utilization of three categories of the improvement process; cycle-time, quality, and cost. These three categories of improvement are vital to a company 's productivity and success in the market.
Cycle-Time
According to Businessdictionary.com, cycle-time is the period required to complete one cycle of an operation; or to complete a function, job, or task from start to finish. To improve a customer 's service time from the time he or she walks through the front door, to the time the customer receives the order, the company decided to do away with using receipt numbers and start printing the customer 's name and order on the cup. This process not only cut out the time it took the employee to find the receipt and call out the order number but also cut out the time it took the customer to figure out that his or her number was being called out. Many customers tend to throw out their receipts or while putting away the change forget where he or she put the receipt.
The challenge with implementing this cycle-time improvement process is the pronouncing of some customer 's names. It could cause confusion with the customer realizing his or her order is up. In addition, if the customer throws out or loses the receipt before the order number is called out, the customer will not know his or
References: Businessdictionary.com. (2013). Cycle-time. Retrieved from http://www.businessdictionary.com/definition/cycle-time.html#ixzz2UcgYEnQL Businessdictionary.com. (2013). Quality. Retrieved from http://www.businessdictionary.com/definition/quality.html#ixzz2UciioZ6A Businessdictionary.com. (2013). Cost. Retrieved from http://www.businessdictionary.com/definition/cost.html#ixzz2UcjfxhXi Decisiontolead.com. (2009). Lean Thinking at Starbucks. Retrieved from http://decisiontolead.com/2009/08/05/lean-thinking-at-starbucks/ Team1Starbucks.com. (2010). Quality Control. Retrieved from http://team1starbucks.blogspot.com Wedgwood, I. (2007). Lean Sigma: A practitioner’s guide. Prentice Hall: Upper Saddle River, New Jersey