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After all, sitting in on a class is not the same thing as actually taking a class. However, if the university wished to improve certain student services, the data might prove helpful in some instances. For example, mystery 'shoppers' could go to the university financial aid office, and rate the helpfulness and knowledge of the advice they received, when they confronted the official with a particular, common problem. Students could also measure how long it took them to get through certain steps of the registration process for classes online, and record if they received appropriate feedback in dealing with any potential, common difficulties with the Internet system. Students could provide information about the quality of help and the amount of time they were given with their faculty advisors, the quality of the student handbook and course catalogue, the amount of time it took to get an appointment at the health center and the quality of care they received. They could even measure and provide feedback about how long the waits were for good equipment at the student gym! or, to provide more sophisticated and detailed feedback, outsiders posing as students could critically assess some of these areas, measured against benchmarks...
Since they still remembered what it was like to apply to college, no doubt, their feedback on any recently implemented changes would provide a useful comparative perspective. From the admissions perspective, sending current mystery shoppers to take prospective student tours and speak with admissions staff -- even go on a 'mock' college interview with an admissions counselor would all be feasible.
A final option might be to actually audit the school itself on its friendliness. During prospective or freshman week, mystery shoppers could pretend to be prospective or new students and ask students for directions or for information about the campus. The degree of courtesy and correct information they received would be yet another snapshot of the quality of 'service' provided -- this time by the general student body! If student helpfulness and spirit needed improvement, such an audit would perhaps reveal any deficiencies.
Starbucks is a global quick service provider, one of the largest in the world, and the largest with a coffee focus. According to the company's latest annual report, it operates just over 23,000 stores globally, around 53% of which are company-owned. The rest are franchised. The franchise business model is utilized in many of the company's major markets, and has been a feature of some of its major international expansion
The company also has an interest in hiring internally. Staffing is a challenge for Starbucks, however, because of the company's growth rate and the need to maintain high standards of customer service (Weber, 2005). This is why the company emphasizes training to the extent it does, because training and enculturation is needed to support the staffing policy. Employee Training and Development Starbucks has an extensive training program in order to ensure
For any hospitality services business to attain the role of trusted advisor they must consistently keep these elements of the proposed Services Expectation Model synchronized with each other. The approaches companies take to create Cooperative Advantage of accomplishing improved organizational performance on the one hand and superior customer value on the other require the prerequisite of their being a tightly coupled integration between Validation and Reinforcement of Trust and Social
The company operates high volume retail outlets and has adopted a saturation strategy. Yet, inventories at the retail level are kept low in order to control costs. This is facilitated by strong logistics. Deficiencies in logistics would hamper growth prospects and compromise the Starbucks Experience. Moreover, the firm's ability to translate this competency into international markets will go a long way to determining how successful the company can be
Employee Satisfaction And Productivity employee satisfaction and productivity ASTRACT Employee satisfaction directly links to organizational excellence and/or productivity. Maybe… Maybe not… Researchers regularly debate exactly what components contributing to employee satisfaction and the company's and/or organization's productivity. Similarly, employers and employees do not typically agree on the reason/s an employee stays committed to a company or what factors contribute to an employee's satisfaction with the company. During the mixed-method case study, the researcher focuses
Starbucks relies on their suppliers for a constant supply of consistent, high quality products. This stakeholder relationship is strong for both groups. A key group of supply-side stakeholders for Starbucks are coffee growers. The company's size makes them one of the world's largest purchasers of coffee beans. It is not just size that makes Starbucks important, however. Their high visibility means that they are in a position of influence with