PRODUCTIVITY AND QUALITY TOOLS MANAGEMENT (OM-106)

ASSIGNMENT 8S

Name: Torres, Carl Joshua D. Date: MWF/10:30-12:00P.M

Year & Section: CBET-18-502A Grade/Score:

ASSIGNMENT 8: Case Questions

How is employee involvement being practiced in Starbucks Coffee?

By letting their employees practicing the training program in working hours. Also, because of
their training program, they will help their employee improve and develop the skills in making a
coffee as well as cappuccino. Discipline is one of the practices they always do in their working
hours. Companies must always consider how they employee maybe involved in something that
are worth to do. And always remind them with inspiration and motivation so that employees will
be working harder in their particular job.

Can the topics being discussed in the training of partners in Starbucks help in employee
involvement? Justify your answer.

Yes, because knowledge and concept with regards to the involvement are applied by the
Starbucks and it can help them define what it is good for their employee. Knowing the fact that
even if they’re started at the beginning and until the very end there is knowledge that will be learn
by the employees. Besides, it is advantage for them that the moral and values is always practice in
helping employee involvement.

Do you think experiencing customers complaints themselves which is part of the partners
training could help in providing customer good service

Yes, I guess it may help them provide more good services to their customers why? Because of the
customers complaints employees immediately know what are the wants and needs of their
customers. Besides, it may help them improve their knowledge while working and getting the
satisfaction of their customer. Also, we know that customers complaints is bad sometimes not
because of their complaints I think, but how they treat the crew in front of many people. So, the
good things takes time wherever you are provide service with smile to your customers.