Question

The company is "Starbucks"

1.What is the design for providing the company's services to end users? Think about your project company. Does the service design model work? Is it a conscious design or not? How can it be improved?

2. What is the service process? Once people are in the company environment, how does the flow charting/blueprinting work? How good is it? What feedback mechanisms are in place to keep service levels high and customers satisfied? What are the pain points for customers and staff? How could the service process be improved?

Answer 1

Answer 1:

Starbuck is an American coffee company. This company serves the worldwide market and is a well known company in the world. This company starts around 1972 and the age of the company is around 45 years.

Design for providing the company's services to end users: The service process is to ensure the end customers are supported for resolving the product issues at lowest cost and lowest lead time. Companies are designing service and sales process for support of their customers/consumers. The companies design their service network in the target market segment/region to ensure that their customers are supported and protected. The service network will ensure the right service support for products issues in the field/market. The starbuck has the service process to ensure their customers are well supported for their problems with starbuck products.

Our Company Service Model: Yes, the service design model works. We are working in a company of turbo manufacturing. Our company had designed a service networked for the worldwide market for supporting customers for the turbo problems. We had service outlets which can support the product issues in the field in low cost and at right time.

Yes, it is a conscious design, because it is designed in such a way that the end customers will not be affected due to the need of support from the organization. The service network is such that the repair support and spares are available as and when needed for the end customers.

Improvements : The current service support process is good , but still it can be improved by having following additional features.

·       Online complaint reporting and assigning for service support.

·       Periodic updating of service instructions on product management to customers.

·       Improve the availability of spares and kits in the market.

·       Toll Free number for customer support and help in product management in the field.

Answer 2 :

Service Process: The service process is to ensure the end customers are supported by resolving the product issues at lowest cost and lowest lead time. This helps to restore the product functionality.

Service Flow chart / Blue prints : These are the standard service and repair documents being released at the organization for the customer supports in the field. These clearly explain the processes, tools, operator skills, method and all requirements for carrying out the service events.

How Good: Yes, these are good enough, for carrying out the service repair event for the product in the field without any major technical support from the experts.

Feedback Mechanisms : The feedback mechanisms are available to capture the customer feedback on product use after the product repair events. Customers can provide their feedbacks post service events via following methods

·       Written feedback from customer at the service outlet.

·       Survey method for customer feedbacks

·       Interview method for feedbacks.

·       Questionnaire reply from customer son service supports

Pain Points of Customers: Following are the key pain points of customers as below

·       Product is not reliable and faces many issues.

·       Service call-log process is not effective.

·       Service response is not effective

·       Spares are not available on time.

Improvement in service process :

·       Improve product reliability

·       Improve effectiveness of the call-log process

·       Improve the service response time

·       Ensure availability of spares and maintain the minimum inventory of spares.