We learned a great deal about the Kean University Starbucks. Although the focus of our analysis and interview with Ms. Janice O'Halloran was based on Quality & Performance, it was very shocking to learn that Kean Starbucks is owned by Gourmet Dining.
In conclusion we have analyzed that Kean Starbucks takes pride in providing quality service and products to their customers. They have a great relationship with both the customers and one another. They have successfully accomplished over 2/3 of the TQM model, Customer Satisfaction and Employee Involvement but they need a bit of aid in the Continuous Improvement area. This area is where we made 3 recommendations with the use of Control Charts for measuring both timing and complaints while introducing a Plan-Do-Study-Act model for implementing continuous improvements from the results of the control charts
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