- Published: November 13, 2021
- Updated: November 13, 2021
- University / College: Curtin University
- Language: English
- Downloads: 50
Service Operations Concept ( Alton towers)
Service Concept: Costa Coffee is a British multinational coffeehouse company founded in 1971, Leading retailer, roaster and brand of specialty coffee in the world
Service experience:
1, Relaxing store layout & inviting environment.
2, Costa Express (Vending machine): A quick, convenient way to grab a great Costa coffee on the go
3, Free O2 wifi available
4, wide range of products
5, spread in train stations, airports, hospitals, college.
Service operation:
Service Operation: Coffee club membership, 6, We’ll give you 5 points for every £1 you spend. Each point is worth 1p and they soon add up.
Gift card
Wondrous drinks of season:
Service outcome:
Service Value: Comfortable couch like chairs& tables with chairs
Publish
Five operations performance objectives
Quality
Speed:
Dependability: Do things on time, keep the delivery promises you home made.
Flexibility: Be able to change what to da, be able tp vary or adapt the operation’s activity to cope with unexpected circumstances or give customers the indivdual treatment.
Cost: Do things chealply, to be productive. Productive goods and service at a cost which enables them to be pride appropriately for the market while still allowing for return to
The five competitive objectives:
Quality being right,
Speed Being fast
Depandability Being on time
Flexibility
Cost: being productive
Quality
Quality management
Quality characteristics: Slack et al
Functionality
Appearance: high brand visibility. Costa coffee’s brand is
Reliability: Costa has a unique blend we call the Mocha Italia, Grind: Every cup of Costa is made from freshly ground beans; ground to the exact consistency to ensuring perfect extraction of flavors & aroma. We use the Ferrari of grinders-the Mazzer–to ensure the “ Perfect Cup” Machine: Costa shops use specially designed Italian espresso machines. They have been tuned & perfected over the last twenty years to achieve high volumes of perfect espresso [the heart of every coffee drink] Hand: the skill of the Barista influences the “ Perfect Cup” So they undergo extensive & intensive training at our Coffee Academy to reach the excellence that’s Costa
Contact:
Supply chain management:
Approchaches
Capacity:
1, coping zone:
In general, 8: 00~9: 00 a. m, considered as the rush hours within a day
Strategy: coffee club card is launched to
Foster’s five forces is used to present the intensity of Costa coffee’s market rivalry. In terms of threaten of new entrants: Edmark Café. (Ndubuisi Eluwa) , and also the existing competitive rivals like Nero, Starbucks make the coffee’s market very intensive. Suppliers have become diverse, for example, Brazil and Indonesia and Italy.
Threat of substitution could be hot chocolate, tea or pearl milk. Power of single is very low so do the switching cost.
According to the analysis of market by Costa coffee, some strategies can be conducted. Demand management:
2, approaches:
existing
CSR:
Costa coffee’s rain-forest alliance:
As the largest and fastest growing coffee shop chain in the UK Costa understands the need to incorporate environmental, social, ethical, human rights and customer concerns into the heart of their business operations and core strategy. There’s are some reasons why Costa coffee engage in the rain-forest alliance: 1, nowadays, coffee consumers not only just enjoy a cup of coffee, but also be concerned about the goodness of coffee’s source. In that case, certification can be a good way to prove it. Secondly, it helps to maintain a good relationship in business. Furthermore, it can increase the awareness of cooperation between Costa’s sellers and bean’s suppliers.
