Customer Satisfaction Decline Analysis
An Analysis of the Customer Service Issues at Starbucks, Part 1
In this Assignment, you will integrate your systems thinking and management skills and you will prepare an organizational improvement plan based on your analysis of a case study. With this case in mind, this week you will put yourself in the shoes of a paid consultant and perform a thoughtful systems analysis.
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Customer Satisfaction Decline Analysis
After reviewing the latest marketing data, Christine Day, senior vice president of administration at Starbucks, is concerned with the company’s performance in meeting customer expectations in the area of customer satisfaction. She calls on your consulting service to investigate the cause of this issue and to recommend improvements. You are selected for this consulting job based on your knowledge of system thinking. After reviewing the case, you will compile an improvement plan, using the template provided.
The final plan will include two parts plus an executive summary. This week, you will submit Part 1, and next week you will submit Part 2 and your executive summary.
To prepare for this Assignment:
o Moon, Y., & Quelch, J. (2018). Starbucks: Delivering customer service. HBS Case 9-504-016. Harvard Business School Publishing. http://hbr.org
o Kim, D. H., & Lannon, C. (1997). Applying systems archetypesLinks to an external site.. The Systems Thinker. https://thesystemsthinker.com/applying-systems-archetypes/
· Download the Module 2 Assignment Template (Word document) Download Module 2 Assignment Template (Word document). Note: Be sure to keep a copy of your completed Assignment this week, as you will be adding to the same file for your Week 6 Assignment.
Part 1: Tools for Improvement: Causal Loop Analysis
In Part 1 of your improvement plan (pp. 2–4), you are to analyze the customer service issue identified at Starbucks using causal loop analysis.
· Create a robust causal loop diagram to capture the fundamental system behaviors, outcomes, and causes of the customer service issue at Starbucks. The causal loop diagram should identify with one of the common system archetype patterns. The diagram should describe fundamental system behaviors and outcomes. The diagram itself can be drawn by hand or with software. Tables are not appropriate; it must be in the form of a diagram.
