Ibm Case

In: Business and Management

Submitted By claudiamaster
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A finales de 2002, Christine Day, vicepresidente de administración de Starbuks para USA, estaba sentada en la sala de conferencia del séptimo piso del edificio de Starbucks en Seattle y bebía su segunda taza de “toffee-nut latte”. La bebida, un café con sabor a nuez acaramelada con crema batida y espolvoreado de caramelo, era la costumbre tradicional de cada tarde para Christine Day desde que se introdujo el producto a principio de año.
Mientras esperaba a sus colegas, Christine comenzó a reflexionar sobre la reciente performance de la empresa. Mientras otros negocios se tambaleaban desde la recesión posterior al 11 de Setiembre, Starbucks disfrutaba su undécimo año consecutivo de crecimiento del 5%, que hizo que su fundador y presidente Howard Schultz declarara: “Pienso que hemos demostrado que estamos en presencia de un producto a prueba de recesion”.
Christine Day, no obstante, no era tan optimista. En parte porque la reciente investigación de mercado de Starbucks reveló algunos hallazgos no esperados. “Nosotros siempre hemos estado orgullosos en nuestro servicio al cliente”, dijo Christine Day, “Pero de acuerdo a los datos, no siempre conocemos las expectativas de ellos en el área de satisfacción del consumidor”.
Como resultado de esta preocupación, Day y sus asociados han diseñado un plan para invertir u$s 40 millones anualmente en las 4500 tiendas de la empresa que implicaría adicionar 20 horas de trabajo por semana por tienda, con la idea de mejorar la velocidad del servicio y así incrementar la satisfacción del consumidor.
En dos días, Day estaba obligada a hacerle una recomendación final a Shultz y al CEO de Starbucks, Orin Smith sobre la posibilidad de implementar el plan de inversión. Day, preparándose para la reunión con Schultz y Smith, consultó con uno de sus asociados: “La verdadera cuestión es si realmente creemos lo…...

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