This week's case study was really interesting, it was about Starbucks. The brand is everywhere and it's probably a part of our lifestyle! Understanding how Starbucks markets its products was something new for me and I thought these guys are brilliant! Creating such mega brand and dominating the whole world should require endless hard works and determination, right?
Overall, my group's answers for the case study was right but all the answers lack depth in analysis. I should use all the diagrams given and answer based on the facts presented, that's how a bachelor degree student should work! On the next case study, I will make sure that all the data given are used properly.. Thanks for reminding us, Mr. Sandy!!! The way you analyze and answer all the questions really inspired me.
We then moved on to the day's theory and we learned about service productivity. I've known about productivity and the formula long time ago, but it was for production industry, not service industry. In hospitality, where everything is about service excellence, productivity is hard to measure! The way one person works and serves the guests might be slightly different from the others. One person might be good at speaking, one person might be fast in cleaning, which one is more productive? It's hard to determine!!
Basically, we cannot just judge the success of a business from the financial status. There are lots of other factors such as customer satisfaction, employee morale and productivity that need to be considered. What's important is that, when aiming for an improved productivity, quality should not be sacrificed! If that's the case, then everything will be wasted.
Mr. Sandy gave an example on TGIF and Hungrylicious restaurants. When giving the final mark, the lecturer cannot just look at the financial figures but he should be aware of the crew's productivity! Even though the restaurants will not be opened anymore, but this is a lesson for us so that we can apply it in our other projects.
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