Individual Integration of Decision Making Tools

Integration Page 1

Individual Integration of Decision Making Tools

Integration Page 2
Individual Integration of Decision Making Tools
Introduction/Problem Background
I work for Starbucks Coffee Co. as a shift supervisor. At a place such as Starbucks, in the food and service industry, it is important to think of the customer first and foremost before any other tasks such as prep or cleaning, although they are important as well. We pride our store on the great customer service we provide, yet sometimes we find that our customer voice surveys go down in percentage from time to time.
Sometimes we find baristas standing around and not looking for things that can be done or they don’t remain where they are supposed to stay. They sometimes eagerly jump to another station to help someone out, meanwhile, forgetting what they were doing in the process. The problem might be that each person given a station/job does not consistently stay in the station or to their job; they take on other tasks and other stations to help which, in the long run, can hurt the customer service.
Cause and Effect Discussion
When approaching a problem such as customer service complaints, no matter what the industry, it is important to realize how many small things could be going into why this problem is occurring. Using a cause and effect diagram helps in these situations. Through my use of this diagram I deducted that the problem (Why has there been an increase in customer complaints at our store) can be from three options: Equipment, Barista’s, or Strategies.
All of this was figured while using a fishbone diagram. This way, you can figure out the big things from the small and see the root causes of why there is a problem in the first place.
Integration Page 3
Figuring out the exact problem and how to state it is step one. I decided that the best way to approach my problem is stating “why has there been an increase in customer service complaints?’ From there, I branch out to...