For this Performance Task Assessment, 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, you will put yourself in the shoes of a paid consultant and perform a thoughtful systems analysis. Then, based on that analysis, you will write an effective and concise plan that you believe would help improve the performance of the organization.
Assessment Submission Length: Approximately 57 pages
To complete this Assessment, do the following:
Before submitting your Assessment, carefully review the rubric. This is the same rubric the assessor will use to evaluate your submission and it provides detailed criteria describing how to achieve or master the Competency. Many students find that understanding the requirements of the Assessment and the rubric criteria help them direct their focus and use their time most productively.
An Analysis of the Customer Service Issues at Starbucks
After reviewing the latest marketing data, Christine Day, senior vice president of administration at Starbucks, is concerned with the companys performance in meeting customer expectations in the area of customer satisfaction. She is contemplating an annual investment of $40 million to increase the weekly labor hours in the North American stores, but before she makes this recommendation, she wants to better understand the cause of the decrease in 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 systems thinking. After reviewing the case, you will compile an improvement plan, using the template provided, with the following three sections, including specific examples from the case, as well as relevant citations from the Learning Activities, the Walden Library, and/or other appropriate academic sources to support your analysis.
In Part 1 of your improvement plan (pages 24), you are to analyze the customer service issue identified at Starbucks using causal loop analysis. You should address the following:
For Part 2 of your improvement plan (pages 57), you are to address the following:
Provide Christine Day with an executive summary (page 1) of your findings and recommendations for improvement. Address the following in your executive summary:
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