Starbucks Delivering Customer Service Essay - 1106 Words

PROBLEM STATEMENT Starbucks has discovered that they are not always meeting their customers’ expectations in the area of customer satisfaction. Starbucks has to come up with an action plan to address this issue, considering its significant correlation and impact to sales and profitability. SITUATION ANALYSIS Company Starbucks is acclaimed for its superior value proposition in the early 1990’s by creating an experience around the consumption of coffee, a ‘third place’. The brand is positioned to offer the highest quality coffee, close customer intimacy, and warm atmosphere or ambience. Customers However, data from the market research team has shown that there is a shift on Starbucks’ brand recognition in customers’†¦show more content†¦Surveys and analysis have been carried out to gather data and understand more about the key attributes to increase customer satisfaction. Exhibit 4 points out that friendlier and faster service is highly expected as well as free cup and lower prices incentive programs. In addition, Exhibit 5 illustrates being ‘treated as a valuable customer’ and ‘friendly staff’ hold more value compare to ‘fast service’, while ‘fast service’ and ‘appropriate prices’ are perc eived equally important. Competitors Starbucks faces competition from variety of small-scale specialty coffee chains, such as Caribou Coffee, Peet’s Coffee and Tea, Dunkin Donuts, and thousands of independent specialty coffee shops. Each of them applies different strategies to differentiate itself from Starbucks; some of them deliver highly personalized service. Complements Starbucks has introduced stored-value card (SVC), which is one of its successful service innovation to its customers. This prepaid and swipe-able smart card was positively accepted, resulting in sales of 6 million cards and $160 million in revenues in the first year it was launched. Starbucks has learned that cardholders tend to visit Starbucks twice as often and experience reduced transaction times. This SVC also proves to bring new customers to Starbucks’ brand. ALTERNATIVES After carefully analyzing the situation, the best plans are to improveShow MoreRelatedStarbucks : Delivering Customer Service1278 Words   |  6 Pagesì‹  Ã¬  Å"í’ˆë §Ë†Ã¬ ¼â‚¬Ã­Å'… ì ¡ °Ã« ³â€ž ì‚ ¬Ã« ¡â‚¬ ë °Å"í‘Å" Starbucks : Delivering Customer Service Contents †¢ †¢ †¢ †¢ †¢ †¢ †¢ Case Summary Company Background The Starbucks Value Proposition Delivering on Service Caffeinating the World Starbucks’ Market Research: Trouble Brewing? Rediscovering the Starbucks Customer †¢ Suggestion Case Summary †¢ 5% ann. sales growth during 11years in a row (~2002) †¢ close to a recession-proof product (Howard Schultz) †¢ Lack of strategic marketing group and customer relationship management : OverlookingRead MoreStarbucks: Delivering Customer Service1374 Words   |  6 PagesStarbucks: Delivering Customer Service Starbucks is dominant coffee brand in North America, which also is well-known worldwide. Established in 1971 as coffee shop oriented to a niche of coffee purists, in late 1980’s it turned to be a constantly growing chain of stores that sold whole-beans and premium-priced coffee to mostly affluent, well-educated customers. In years 1992-2002 company was showing at least 5% annual growth. And by 2002 Starbucks was serving already 20M customers in 5886 storesRead MoreStarbucks Delivering Customer Service2297 Words   |  10 PagesSatisfied And Highly Satisfied Customers The story of Starbucks transformation from a small independent coffee shop tucked away in a corner of Seattle’s Pike Place Market to a cultural phenomenon spanning the globe is legendary. A number of factors have been attributed to the success - one being a keen understanding of its patrons. There are multiple methods used to obtain customer information and the value derived therein. Customer lifetime value is one. Customers are assets, and their valuesRead MoreStarbucks: Delivering Customer Service2332 Words   |  10 PagesSTARBUCKS: DELIVERING CUSTOMER SERVICE Background Case P.1 ïÆ'   According to their data, Starbucks are not always meeting our customers’ expectations in the area of customer satisfaction. They came up with a plan to invest an additional $40 million annually in the company’s 4,500 stores, which would allow each store to add the equivalent of 20 hours of labor a week. The idea is to improve speed of service and thereby increase customer satisfaction. P.1 ïÆ'   Day, Starbucks’ senior vice president ofRead MoreStarbucks: Delivering Customer Service2050 Words   |  9 PagesIntroduction: Starbucks faces a difficult and controversial management challenge. The company’s most recent market research has revealed unexpected findings implicating that Starbuck is not always meeting customer’s expectations in the area of customer satisfaction. The purpose of this memo is to analyze and provide recommendation on whether or not the company should go forth with a $40 million investment in additional labor in the stores. This $40 million investment is necessary in order to bringRead MoreStarbucks : Delivering Customer Service1155 Words   |  5 PagesPROBLEM STATEMENT Starbucks has discovered that they are not always meeting their customers’ expectations in the area of customer satisfaction. Starbucks has to come up with an action plan to address this issue, considering its significant correlation and impact to sales and profitability. SITUATION ANALYSIS Company Starbucks is acclaimed for its superior value proposition in the early 1990’s by creating an experience around the consumption of coffee, a ‘third place’. The brand is positionedRead MoreEssay on Starbucks : Delivering Customer Service1476 Words   |  6 PagesStarbucks: Delivering Customer Service Starbucks: Delivering Customer Service The elusive goal of customer satisfaction has long provided companies with endless headaches and difficult decisions. In the end, associating specific customer satisfaction metrics to company profit and loss would provide the undeniable proof needed to make changes, and then invest the required capital to address any concerns. Starbucks, not unlike the rest of the business world, has found itself in the same situationRead MoreStarbucks: Delivering Customer Service3831 Words   |  16 PagesStatement of the Problem How can Starbucks increase customer satisfaction while growing at the same time? Recommended Course of Action After evaluating each alternative (Exhibit 2), we recommend that Starbucks invest $40 million per year to increase labor hours per store in order to solve the problem with the quality of service. Starbucks should also set up an internal strategic marketing team. This will allow Starbucks to have a proactive feedback of customer satisfaction and hence faster improvementRead MoreStarbucks : Delivering Customer Service1149 Words   |  5 PagesPROBLEM STATEMENT Starbucks has discovered that they are not always meeting their customers’ expectations in the area of customer satisfaction. Starbucks has to come up with an action plan to address this issue, considering its significant correlation and impact to sales and profitability. SITUATION ANALYSIS Company Starbucks is acclaimed for its superior value proposition in the early 1990’s by creating an experience around the consumption of coffee, a ‘third place’. The brand is positionedRead MoreStarbucks : Delivering Customer Service Overview Essay1243 Words   |  5 PagesStarbucks: Delivering Customer Service Overview Problem statement: In 2002, market exploration has exposed that Starbucks has an opening in gathering its consumer’s outlooks in relations of customer pleasure. On explanation of the marketing research statistics, Christine Day, Senior Vice President determined that the speediness of service was the foremost motive for this deterioration in customer contentment. So she proposed to increase the service period such that each order is served within 3 minutes

Terry Vs. Ohio, 392 U.s. - 1010 Words

Terry vs. Ohio, 392 U.S. 1 (1968) INTRODUCTION: In Terry vs. Ohio, 392 U.S. 1 (1968), the question of the Fourth Amendment right against unreasonable search and seizure was brought before the court system. The case looked at the admissibility of evidence discovered during search and seizure, in particular, as it relates to street encounters and investigations between citizens and officers of the law. The Supreme Court of Ohio reviewed the decision of the 5th Ohio Court of Appeals. This case was of particular importance it helped establish what type of search and seizure behavior was lawful and unlawful on the part of officers, and set clear guidelines. The rulings in this case pertain to the Fourteenth Amendment (Cornell University Law School, n.d.). FACTS: In a hearing concerning a motion to suppress admission of evidence, Cleveland Detective Martin McFadden described an incident where he was patrolling downtown Cleveland on the afternoon of October 31, 1963. During patrol, McFadden noted two men at the corner of Huron and Euclid, who for some indefinable reason, attracted his attention. Although McFadden was unable to express precisely what it was that drew his attention concerning the men, the habits and intuition of over 30 years of observation and detective work were sufficient to engage his interest and have him settle in to observe the men more keenly (Justia, 2015). McFadden noted one man leave and walk along Huron Road past some stores. He stopped toShow MoreRelatedCase Summary of Terry vs. Ohio1562 Words   |  6 PagesTerry vs. Ohio 392 U.S. (1968) Name Instructor Course Title Date Submitted Terry vs. Ohio: Case Summary: Following his usual patrol on a downbeat for several years, a Cleveland detective saw two strangers i.e. the petitioner and Mr. Chilton on a street corner. The two were observed proceeding alternately back and forth along a similar path in which they stared at the same window store for approximately twenty-four times. After completing the route, these individuals met at a corner where theyRead MoreIllinois vs Wardlow1441 Words   |  6 Pagescase of Illinois vs. Wardlow, many factors contributed to Wardlow’s arrest. Starting with the facts of the case, on September 9, 1995 Sam Wardlow fled after seeing police vehicles covering an area in Chicago where it was known to have high drug trafficking. Two police officers spotted Wardlow, Officers Nolan and Officer Harvey, and once Officer Nolan caught up with Mr. Wardlow, Officer Nolan proceeded to conduct a pat-down search of only the outer layer of clothing, or a â€Å"Terry Stop.† Officer NolanRead MoreOver The Past Deca des The Fourth Amendment Of The United1586 Words   |  7 PagesSearch incident to lawful arrest exception. According to The NCP, â€Å"if someone is lawfully arrested, the police may search her person and any area surrounding the person that is within reach (within his or her â€Å"wingspan†). See Chimel v. California, 395 U.S. 752 (1969)† (National Paralegal.Edu). The rationale behind search and seizure is that it must permissible by aw and a protective measure among citizens. Now if a person is able to commit a theft, and leave the store, fits the description reportedRead MoreScenario Involving Civil Liability and Civil Action986 Words   |  4 Pagesfound several case laws in reference to this scenario project like: 1) Terry vs. Ohio 392 US 1 (1963) – dealing with officers arresting individuals because of suspicion that is reasonable involving criminal activity. 2) Title 42 U.S. Code Section, 1983, - Cases involving federal civil rights on statues in which individuals are able to file lawsuits against officers, police departments or juristictions. 3) Floyd, et al, vs. City of New York, et al – a Federal Action case that was filed againstRead MoreThe Violation Of The Fourth Amendment3158 Words   |  13 Pagesthose within post-secondary schools. Of course, students on college campuses have more protection and privacy rig hts and are entitled to more because most students are eighteen and older meaning that they are indeed adults. In the case of Washington vs. Chrisman, Overdahl Chrisman was attending Washington State University when he was spotted by a campus police officer walking out of his room with what appeared to be a bottle of alcohol. Because Chrisman looked to be younger than the legal drinkingRead MoreCorporate Governance - Cost Benefit Analysis of Sarbanes Oxley18706 Words   |  75 Pages............................................ 64 IMPACT ON MINING INDUSTRY........................................................... 67 OBJECTIVE............................................................................................ 68 BENEFIT vs COST ................................................................................. 70 FINDINGS............................................................................................... 71 RECOMMENDATIONS....................................Read Mor eLibrary Management204752 Words   |  820 Pages. . . 325 The Trait Approach to the Study of Leadership . . . . . . 326 Behavioral Approaches to the Study of Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . 327 The University of Iowa Studies . . . . . . . . . . . . . . . . . . 328 Ohio State Studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328 University of Michigan Studies . . . . . . . . . . . . . . . . . . 328 Styles of Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . 329 Likert’s Systems of ManagementRead MoreFundamentals of Hrm263904 Words   |  1056 PagesAppraisal Comments 257 Enhancing Your Communication Skills 258 Paying for Performance 275 Team-Based Compensation 276 Executive Compensation Programs 277 Salaries of Top Managers 277 Supplemental Financial Compensation 277 ETHICAL ISSUES IN HRM: Are U.S. Executives Overpaid? 278 Supplemental Nonfinancial Compensation: Perquisites 279 International Compensation 279 Base Pay 279 DID YOU KNOW?: Compensation in a Global Environment 280 Differentials 280 Incentives 280 Assistance Programs 280 Summary 281Read MoreStephen P. Robbins Timothy A. Judge (2011) Organizational Behaviour 15th Edition New Jersey: Prentice Hall393164 Words   |  1573 PagesHyde 33 Case Incident 1 â€Å"Lessons for ‘Undercover’ Bosses† 34 Case Incident 2 Era of the Disposable Worker? 35 vii viii CONTENTS 2 2 The Individual Diversity in Organizations 39 Diversity 40 Demographic Characteristics of the U.S. Workforce 41 †¢ Levels of Diversity 42 †¢ Discrimination 42 Biographical Characteristics 44 Age 44 †¢ Sex 46 †¢ Race and Ethnicity 48 †¢ Disability 48 †¢ Other Biographical Characteristics: Tenure, Religion, Sexual Orientation, and Gender Identity 50 AbilityRead MoreStrategic Human Resource Management View.Pdf Uploaded Successfully133347 Words   |  534 Pages 607 EVOLUTION OF PRACTICES ................................... 608 SYSTEMS OF HIGH-PERFORMANCE HUMAN RESOURCE PRACTICES .......................................... 609 INDIVIDUAL BEST PRACTICES VS. 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In London, The Chimney Sweeper and The Sick Rose, Blake explores many aspects of English society in the Victorian era Essay Example For Students

In London, The Chimney Sweeper and The Sick Rose, Blake explores many aspects of English society in the Victorian era Essay In London, The Chimney Sweeper and The Sick Rose, Blake explores many aspects of English society in the Victorian era. In this essay, I will be analysing how Blake presents this by comparing and contrasting the context, literary devices and nature of these poems to uncover Blakes interpretation and message to 18th century England. To start with, I will be analysing Blakes views on the government. In these poems, Blakes statements offer deep insight into society and criticises whoever is at fault. In London, he heavily criticises the government for their injustice and division of society, as this leads to hate and violence between the classes in the general public. Blake presents the divisions when he says Charterd street and The charterd Thames. This idea of everything, even the river Thames, being organised and separated shows how the government has purposely split the city to create antagonism between the community. In The Chimney Sweeper Blake again criticises the government for their policy of child labour, except that in this poem, the subject of the poem, a child, narrates most of the poem. However, this has a strong affect on the reader as the criticism seems stronger and perhaps even more valid and moving, although the criticism is not as blatant as in London and the child is only slightly reproachful in his tone. The child simply states the regrettable facts of his life which makes the reader naturally blame the government and church, who we know to be responsible for this. As I mentioned before, the narration style between the three poems contrasts greatly. In London, Blake takes on the tone of an observer, noting what people do on a daily basis, their regular activity, I wander through each charterd street nd mark in every face I meet, marks of weaknessà ¢Ã¢â€š ¬Ã‚ ¦ I think this form of narration is effectual because Blake is watching these people who are unaware that they are under surveillance or being studied which means that they are probably behaving as they normally would, not putting on a show for an audience they know to be watching. Therefore, they are u nconsciously offering an honest and detailed insight into how in 18th century England life was domineering and oppressive. Blake also narrates in the form of first person, using I four times in the poem. This shows his attachment to the people of London and how his anger at their conditions involves him in their lives and makes him want to command other peoples attention, subtly using the vertical acrostic HEAR in the third paragraph, as if he is commanding people to pay attention and which is also onomatopoeic as we can Hear the working class pain. Blake cleverly does not give the people of London a voices, only collective Sighs and sounds of Woe. This echoes the fact that people in 18th century England were denied a voice. In comparison, in The Sick Rose, the poet takes on a troubled, insistent voice where he, unlike in London, opens with a first line that makes a statement in an undisputable tone. He is telling the Rose that it is Sick, which is a disturbing oxymoron because a rose is a tradition symbol of love, youth, passion and health, so it grips the readers attention. In fact, I think that this line is almost redolent of the bible O Rose, which gives the poem an understated religious connotation. By this I mean it reminds me of the lament and distress the prophet Jesus went through in trying to guide people towards God, in both its subject and delivery: O that today you would listen to his voice! Harden not your hearts! In this poem, Blake is more an involuntary witness, rather than a conscious observer London or a concerned interviewer The Chimney Sweeper. He is warning the Rose and his lament for the state of society is at its most apparent in this poem and I think that this poem is the most emotionally charged of the three, although there are no obvious words of affection. In The Chimney Sweeper Blake doesnt allow himself to get too emotionally attached, although his rage is purposefully evident in certain places, as when the child explains his only fault as being Happy and judges societies method of parenting which was to put the child to arduous work while they spent their time Praising God and going Up to the church to pray. However, in The Sick Rose, Blakes voice is poignant and remorseful, which comes across in every line particularly the ending Does thy life Destroy which I think is rather an abrupt ending-the poem ends as the Rose is about to be destroyed. The fact that he has to explain to the Rose what is happening to it shows that the Rose is too young and innocent to realise that what is happening to it is wrong. Personally, this narrative style is my favourite, as I think that it has a direct effect on the reader and the point is made more urgently than the other two poems. To turn to the narration is the third poem, The Chimney Sweeper, differs largely between the others and is almost special in Blakes account of this psychologically, mentally and physical abuse of the child. Amphitryon By Plautus EssayBlake activates the words Black and Appal into present tense verbs, which gives them a larger implication because it shows it to be continuous and happening at that precise moment without a foreseeable end. This shows us that in 18th century England, the churchs disregard for society has left people in a state of religious decay. In the 3 poems, Blake examines people in an individual way. In London, Blake writes about a myriad of people, from old age to young, who make up the lower class of society. He shows their depression to have reached such acute levels that they are now victims of their own minds and lifestyle. Blake also remarks that they are all marked with Woe and are identified by this inner torture. He represents this life to be an eternal cycle of suffering, starting with the Blasted infant to the Youthful harlot ,forced into prostitution due to the lack of opportunity presented to woman in Victorian England, whose cry Plagues the marriage hearse suggesting that the sanctity of marriage has been devalued. Even the soldiers, who bled for their country, can only Sigh in the Hapless state they have been reduced to because their contribution to England has been ignored. So, in London Blake shows the universitality of this suffering that effect old and young alike, as opposed to The Sick Rose where the poem is specific to the Rose, which Blake personally addresses. This poem has the closest similarity to society today in the way that in society the powerful take advantage of and suppress the more defenceless. Infact this theme has been explored in many books including Of Mice and Men, An Inspector Calls and To Kill a Mockingbird to name a few. In this poem, as in most situations, it is the decisions of the government and church that make these people defenceless. Something that deeply affected me in all three poems was the complete show of apathy with which society treated children in Victorian England. In Chimney the child is so devalued that its only recognised as A little black thing showing how de-personalised and de-humanised children were. The fact that they are forced into such dangerous jobs at such young ages, such as being Chimney Sweepers, factory workers and servants to the wealthier classs, was totally acceptable in that century, just as it was acceptable to have these young children of two or three years roam the streets alone. As in The Sick Rose, the child in Chimney has been mentally and physically abused and irrevocably corrupted and forced into adulthood. But what sickens me in The Sick Rose is that Blake says that this infliction of abuse is to the abuser a Love showing that the abuser actually enjoyed tormenting children. It is only in London that Blake criticises the English monarchy which was the highest institution in Victorian England. His graphic metaphor of the Hapless soldiers distress running In blood down palace walls has two possible meanings: that it is the soldiers efforts, blood and sacrifices that have built the palace walls and kept them protected and that the monarchy have blood on their hands for their involvement in the recent Napoleonic wars. These are two very courageous statements which at the time could have seen Blake charged with treason or disloyalty but also serve to show the extent of Blakes fury. Last of all, I will be looking and the rhyme and rhythm in these poems. The most detectable rhythm is defiantly in London. In this poem there is a definite alternate rhythm: I wander thro each charterd Street Near where the charterd Thames does flowà ¢Ã¢â€š ¬Ã‚ ¦ This beat is like the sound of a war drum calling people to act on their indignation and is a call of insurrection. The rhythm is confident and determined, reflecting Blakes unwavering and resolute stand on the governments conduct. Blake also uses alternate rhyme for example Cry and Sigh , Hear and Tear. These are the words which will linger with the reader and so their placement is powerful and makes them unforgettable. They are also mainly words of despair and are onomatopoeic making the reader feel the agony of these people. In London the rhyme and rhythm is plentiful and immediately perceptible, whereas in The Chimney Sweeper the rhythm is irregular and harder to detect which perhaps shows the instability of the childs life although there is constant rhyme. In the first stanza the rhyme is in couplets meaning every line and in stanzas two and three the rhyme is alternate. This shows how the childs life was ordinary to that of anyone his age but then suddenly changed and became unacceptably abnormal. In conclusion, these three poems offer us a deep insight into all aspects of 18th century England in individual yet decisive ways. In each one Blake is attempting to warn England that this cycle of abuse and hatred can only end wretchedly and violently, unless the church and government make an effort to help their people.

Roll of Thunder, Hear My Cry Quotes

'Roll of Thunder, Hear My Cry' Quotes Roll of Thunder, Hear My Cry, is an award-winning American novel written by Mildred D. Taylor about a black family living in Mississippi during the Depression-era. The story is narrated by 9-year-old Cassie Logan, who tells the story about her family, their land, and the struggle for survival in the face of racism. In 1977, the novel won the Newbery Medal, an award for exceptional literature for American children. Roll of Thunder, Hear My  Cry, received critical acclaim, and the social commentary it raises remains an enduring topic in American society. Here are some quotes that exemplify the novels themes of racism and culture during the 1930s: Chapter 1 Look out there, Cassie girl. All that belongs to you. You aint never had to live on nobodys place but your own and long as I live and the family survives, youll never have to. Chapter 2 Papa always meant what he said- and he swung a mean switch. Chapter 3 Its them again.  Theys  ridin tonight. Chapter 4 Friends gotta trust each other, Stacey, cause aint nothin like a true friend. The Wallaces did that, children. They poured kerosene over Mr. Berry and his nephews and lit them afire. Chapter 5 Well, you just get your little black self back over there and wait some more. No day in all my life had ever been as cruel as this one. Chapter 6 Big Ma didnt want you hurt. That was the only thing on her mind. Chapter 7 Seems to me if Staceys not smart enough to hold onto a good coat, he  dont  deserve it. These are things they need to hear, baby. Its their history. We aint never gonna lose this land. We Logans dont have much to do with white folks. You know why? Cause white folks mean trouble. Im a Southerner, born and bred, but that doesnt mean I approve of all that goes on here, and there are a lot of other white people who feel the same. Chapter 8 I expect youd best just forget about teaching altogether. Got me better friends than yall! They give me things and treat me like Im a man. Chapter 10 Hes got a need to show us where we stand in the scheme of things. Hes got a powerful need to do that. Chapter 11 Yall decide to hold court out here tonight? Chapter 12 Theres smoke coming from my forest yonder! What happened to T.J. in the night I did not understand, but I knew that it would not pass. And I cried for  those things  which had happened in the night and would not pass.