 First Starbucks
•
Opened in 1971 by three students
from the University of San Francisco.
• 1987 Howard Shultz buys Starbucks
• 1992 had over 140 stores
• 2012 over 17,572 stores have opened
throughout 55 countries.
 “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 Arizona
“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 York
 There is a problem with
Starbucks ordering
process and we know this
because of survey results
and personal testimonies.
Suppliers
Inputs
Starbucks Corporation The customers order
Employees
Training and
Management
guidelines
Process
Customer
The customers correct
order within the
expected time limit
The customer who
walked in
When the customer
walks in
Utilities
Employee Labor
Outputs
Getting the customer
their order as fast as
possible
When the customer
leaves
 Voice of the Customer
 Meeting the customer expectations
 What changes need to be made to Starbuck’s to insure
customer satisfaction and retention?
 We decided to collect data from surveying different people
outside a Starbucks
 We interviewed
 Regulars
 Once every blue moon patrons
 Non-interested
 Long wait times can
cause frustration among
coffee consumers
 Unusual Menu
 Abnormal Size Chart

Customers receiving wrong orders
can frustrate them and ruin their
experience at Starbucks
 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ordering process is out-of-date, ineffective, and filled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 errors
 Bad communication  human errors
 Bad customer service  human errors
 Something needs to replace and correct the human
error
 Rutgers Graduate Study
 Out of every 1,000,000 customer entering 127,306 will
wait longer than 5 minutes
 More than 1 out of every 4 customers will wait longer
than 5 minutes
 Hybrid of E-ZPass and
Wawa computer screens
 Elimination of Human
errors and wait time
 Quicker Ordering
 Fewer Errors
 Less Time
 Hypothesis Testing
 E-Z Pass Test
Two cars through the Fort
McHenry Toll
One 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.
 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.