Strategic Plan (Vision):By the end of the calendar year, Starbucks wants to improve customer satisfaction by 10%.

Primary Goals/Objectives:

1.      Customer service improvement

2.      Distribution channel improvement

3.      Marketing and technology improvement

Year 1

Year 2

Year3

Goal/Objective (How will you reach your strategic initiative?)

• Reemphasis the importance of training employees on socialskills and communication with customers

• Understanding and developing new ways to use Distribution channels

• Develop friendly relations with customers.

Goal/Objective (How will you reach your strategic initiative?)

• Being available for customers once they enter the store.

• Engage customers and promote employees to communicate throughout customer visit.

• Ask customers to fill out customer surveys/feedback

Goal/Objectives (How will you reach your strategic initiative?)

• Focus on employee and customer communication.

• Develop great working environment

• Hold employees accountable.

Operational Issues (Consider problems that might arise and the importance of contingency planning)

• Funds to improve training plan for employees.

• Make sure training plan is focused to customer support.

• Help guide employees on the new change and correct employees that are resistant to the new change

Operational Issues (Consider problems that might arise and the importance of contingency planning)

• Unrealistic feedback tools.

• Employees not accepting new customer support changes.

• Employees that are not willing to change with new policy.

Operational Issues (Consider problems that might arise and the importance of contingency planning)

• Security of new IT system.

• Employees not engaged with new accountability process.

• Employee Communication obstacles.

Human Resources (How will you address staffing needs and organizational growth?)

• Hiring qualified personal and use a vectoring process to determine best qualified new hire.

• Use outside organization to training new personal.

• Develop new marketing plan with selective marketing personal.

Human Resources Issues (How will you address staffing needs and organizational growth?)

• Employ only capable and competent employees.

• Establish realistic goals and customer support strategic plan

• Allowing team leaders to guide team to new customer support plan

Human Resources Issues (How will you address staffing needs and organizational growth?)

• Enhance employee training program.

• Offer completive salaries and hourly wages.

• Fund IT department to enhance security system.

Supply Chain (How and where will you acquire resources?)

• Devote time to staff to acquire skills.

• Use recruiters to get best employees

• Hire within to keep loyalty in company.

Supply Chain (How and where will you acquire resources?)

• Developfrom all departments.

• Use capital for hiring.

• Look at sales to generate amount that can be used.

Supply Chain (How and where will you acquire resources?)

• Work with budgeting to get set about per quarter to on all items purchased for the company.

• Look at salaries and hourly wagesthrough company handbook/laws.

• Fund IT security updated through IT and have most up to date software.

Marketing (Consider 4 P's and I's, target market, pricing, brand value, and CSR)

• Have advertisingevents.

• Have monthy promotional drinks and selective items throughout year.

• Focus on every customer and not specific audience.

Marketing (Consider 4 P's and I's, target market, pricing, brand value, and CSR)

• Use location to focus on sales.

• Use Promotional events for discounts and items that are market down.

• Have a competitive advantage against other competitors.

Marketing (Consider 4 P's and I's, target market, pricing, brand value, and CSR)

• Be accustomed to customer needs and wants.

• Use CSR to improve customer satisfaction.

• Utilize company Brand to improve marketing strategy.

Value Chain (How does your firm add value to primary and support activities in the value chain?)

• Establish rapport with suppliers.

• Support operational systems with primary duties

• Establish support with in/outbound freight or shipments.

Value Chain (How does your firm add value to primary and support activities in the value chain?)

• Searching for liable vendors and select best pricing options.

• Practice good HR policies and procedures.

• Having and hiring loyal and confident employees.

Value Chain (How does your firm add value to primary and support activities in the value chain?)

• Ensure company has effective communication structures.

• Ensure QA has proper guidance and policies.

• Ensure IT programs are up to date.

Leadership (Leadership methodology and any bias you may have.)

• Allow team members to grow and enable team supervisors to provide their own training program.

• Participation and Understand team focus and needs

• Support team members and leadership decisions.

Leadership (Leadership methodology and any bias you may have.)

• Support bias through company leaders.

• Delegation to team members and supervisors on biases.

• Education leadership on and biases towards time management.

Leadership (Leadership methodology and any basis you may have.)

• Participation with leaders through third-person bias.

• Stop awareness bias and educate leaders and supervisors

• Support team members and supervisors oncivility bias.

Ethics & Sustainability (What are the ethical considerations related to your identified goal/objective)

• Establish training plan with Training being done to particularteam members.

• Supervisors who are inadequatelearning skills to preform job.

• Team members who do not have customer service skills.

Ethics & Sustainability (What are the ethical considerations related to your identified goal/objective)

• Hold employees accountable and document negative performances.

• Use proper feedback to correct unacceptable behaviors.

• Poor work ethic due to acuity bias

Ethics& Sustainability(What are the ethical considerations related to your identified goal/objective)

• Communication and obtaining objectives/goals

• IT discipline and values to reach goals.

• Have ethical working environment to accomplish goals.