$ tarbuck $ BY. Tony Maranto - PowerPoint Presentation

1. $tarbuck$BY. Tony MarantoDana RizkowskiTom ZettlemoyerFaiza Ejaz

2. History of Starbucks First Starbucks Opened in 1971 by three students from the University of San Francisco.1987 Howard Shultz buys Starbucks1992 had over 140 stores 2012 over 17,572 stores have opened throughout 55 countries.

3. Human Error“Treated like an idiot because I asked for a water with my order. They then gave me the wrong drink. Ended up being another customers. This upset the other customer. The ladies that work here are idiots. They try to remember people’s orders and names, and get them wrong every time. I find it hard to believe that I used to go to this place with such fakeness.”David of Phoenix ArizonaWhat’s the Problem????

4. Human Error“Poor service at the Starbucks on Main St in Smithtown, NY. On September 2013, I was short changed 5.00 dollars. I gave the cashier 10.00 dollars. He gave 1.38 back. When I complained and ask to speak to the manager, he told that he was the manager. I was so angry I walked away. I will never step foot in a Starbucks again. If this how they thank their customers then they don't need my money. It already is ridiculously expensive. So I will be going to Seven Eleven!!!!”Maryse of New YorkWhat’s the Problem????

5. Problem StatementThere is a problem with Starbucks ordering process and we know this because of survey results and personal testimonies.

6. Starbucks SIPOCSuppliersInputsProcessOutputsCustomer          Starbucks Corporation When the customer walks in  The customers order                   Employees      The customers correct order within the expected time limitThe customer who walked inUtilitiesGetting the customer their order as fast as possible         Training and Management guidelines   Employee Labor            When the customer leaves                        

7. Voice of the CustomerMeeting the customer expectationsWhat changes need to be made to Starbuck’s to insure customer satisfaction and retention?Measure Phase

8. We decided to collect data from surveying different people outside a Starbucks We interviewedRegularsOnce every blue moon patronsNon-interested With the question:“What can Starbucks do better?”Data Collection Plan

9. What’s the Hold Up!!!!Long wait times can cause frustration among coffee consumers

10. May I have a Medium Coffee?Unusual MenuAbnormal Size Chart

11. Wait…..What the?Customers receiving wrong orders can frustrate them and ruin their experience at Starbucks

12. Analyze Phase From our understanding we have concluded that the main reason for these issues with Starbucks is the ordering process is out-of-date, ineffective, and filled with many errors. Wrong order  human errorsBad communication  human errorsBad customer service  human errorsSomething needs to replace and correct the human errorAnalyze Phase

13. Rutgers Graduate StudyOut of every 1,000,000 customer entering 127,306 will wait longer than 5 minutesMore than 1 out of every 4 customers will wait longer than 5 minutesImprove Phase

14. Our ImprovementsMyStartHybrid of E-ZPass and Wawa computer screensElimination of Human errors and wait time

15. Quicker Ordering Fewer ErrorsLess TimeMyStart

16. Control PhaseHypothesis TestingE-Z Pass TestTwo cars through the Fort McHenry TollOne through E-Z Pass, one paying with cash. Both times the car through E-z Pass was through the toll at least 45 seconds – 90 seconds.

17. Starbucks is a tremendous company that already has massive amounts of interests from everyday regular customers, but we feel that their ordering process could be corrected for the better.In Conclusion