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Although Starbucks does not have an MBNQA, explain the customer service qualities and good practices they...

Although Starbucks does not have an MBNQA, explain the customer service qualities and good practices they have towards their customers that would make them deserving of an award.

business   Operations-Management   
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Answer #1

MBNQA stands for Malcolm Baldrige National Quality Award.

This award is honored to the companies with efficient Quality management system.

For this award, the companies are judged basing on the leadership qualities, strategies, customer satisfaction, knowledge management, work-force management, operations and results.

Starbucks is highly successful in many areas of the world. The main reasons for its competitive advantage are:

  • More product differentiation
  • Innovating new recipes to satisfy local tastes
  • Introducing new outlets
  • Increasing visibility

Customers are not just satisfied with the coffee but the ambiance and service in Starbucks makes a customer loyal to the brand. Starbucks employees are trained in two aspects. One is in preparing all kinds of coffee and food and the other is, the way they serve. Starbucks employees are trained to remember the names and orders of frequent customers. In this way, customer intimacy is gained.

All these aspects prove that Starbucks deserve the award.

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