Vincent's Cappuccino Express Case Study
Vincent's Cappuccino Express Case Study.
a) What factors can be expected to have major impact on the future success of the Cappuccino Express? Classify these factors in the categories of quality, cost, and time.
Quality factors
Thinking about quality factors, I'd like to break them down into several categories. I don't know if there are generally accepted definitions for them, so I will call them: appearance factors, product factors and customer experience factors. Let's talk about them in details.
Appearance quality factors are the factors that can attract the customers to your business (or push away), make the overall experience with your business more pleasant, and perhaps, even differentiate your business from competition. I include in this category such factors as external and internal appearance of the business, its cleanness inside and outside (especially when it comes to food chains), location of the business, convenience of the access (parking lot vs. off-street parking for example), and very well thought-out service process of the business. These are the factors that make me go to Wawa instead of mostly dirty 7-elevens, drive to Street Rd. when I want a Big Mac instead of going to the near-by McDonalds and recognize the food chain White Castle before I even see the sign for it (all White Castles built in the shape of small castles).
When it comes to Cappuccino Express, it's strictly drive-through business that automatically eliminates the hassle of dealing with in-store design, maintenance and customers activities. So, main issue in this situation, in my opinion, is location if Vincent Chow decide to expend his business by opening new coffee shop(s), but this and some other things related to business development I will discuss later answering the question "C". Right now, I will just say that it is important to maintain the building and its surroundings neat and clean because dirty surroundings will influence the perception of food quality as unhealthy,
a) What factors can be expected to have major impact on the future success of the Cappuccino Express? Classify these factors in the categories of quality, cost, and time.
Quality factors
Thinking about quality factors, I'd like to break them down into several categories. I don't know if there are generally accepted definitions for them, so I will call them: appearance factors, product factors and customer experience factors. Let's talk about them in details.
Appearance quality factors are the factors that can attract the customers to your business (or push away), make the overall experience with your business more pleasant, and perhaps, even differentiate your business from competition. I include in this category such factors as external and internal appearance of the business, its cleanness inside and outside (especially when it comes to food chains), location of the business, convenience of the access (parking lot vs. off-street parking for example), and very well thought-out service process of the business. These are the factors that make me go to Wawa instead of mostly dirty 7-elevens, drive to Street Rd. when I want a Big Mac instead of going to the near-by McDonalds and recognize the food chain White Castle before I even see the sign for it (all White Castles built in the shape of small castles).
When it comes to Cappuccino Express, it's strictly drive-through business that automatically eliminates the hassle of dealing with in-store design, maintenance and customers activities. So, main issue in this situation, in my opinion, is location if Vincent Chow decide to expend his business by opening new coffee shop(s), but this and some other things related to business development I will discuss later answering the question "C". Right now, I will just say that it is important to maintain the building and its surroundings neat and clean because dirty surroundings will influence the perception of food quality as unhealthy,