TopCup Coffee: A Year Later (Scenario)Catrina, the manager in ...

[jCorn1234]

TopCup Coffee: A Year Later (Scenario)
Catrina, the manager in TopCup Coffee has been working to change the culture and employee attitudes at the shop for over a year now. In that time she has noticed that the total sales have grown and profits are up. The owner, who does not work in the business directly, commented in a recent meeting that he was still not completely satisfied with the growth he noticed in the business and expected suggestions from Catrina for more changes to improve the situation. He is too busy to be involved in the business and expects Catrina to carry out any new initiatives, but he wants the final say in any changes. Catrina analyzes everything in the shop from the old fashioned cash registers to the temperamental espresso machines. She is also looking into their bean suppliers, who are often late with deliveries and the nearby bakery where they sometimes get day-old pastries they sell in addition to coffee. Catrina is determined to make the shop a success and is now moving into analyzing all operations that should be improved.


One of the things that Catrina is bringing to the attention of the owner is that it is not possible to improve the operations without significant ________ to better serve customers.
◦ change to mass customization of their product
◦ redecorating of the premises
◦ raise in employee pay and benefits
◦ change in employee numbers
◦ investment in technology

[1_Step_At_ATime]

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[jman1234]

TopCup Coffee: A Year Later (Scenario)
Catrina, the manager in TopCup Coffee has been working to change the culture and employee attitudes at the shop for over a year now. In that time she has noticed that the total sales have grown and profits are up. The owner, who does not work in the business directly, commented in a recent meeting that he was still not completely satisfied with the growth he noticed in the business and expected suggestions from Catrina for more changes to improve the situation. He is too busy to be involved in the business and expects Catrina to carry out any new initiatives, but he wants the final say in any changes. Catrina analyzes everything in the shop from the old fashioned cash registers to the temperamental espresso machines. She is also looking into their bean suppliers, who are often late with deliveries and the nearby bakery where they sometimes get day-old pastries they sell in addition to coffee. Catrina is determined to make the shop a success and is now moving into analyzing all operations that should be improved.


Catrina notices that often towards the end of the day and in evenings when customers drop in for their after-dinner coffee, they run out of the specialty coffees. She realizes that she needs to ________ in order to make sure the products are available at all times.
◦ cut down on the hours the shop is open
◦ let the owner know that it is his responsibility to deal with the suppliers
◦ train the employees in how to better make the specialty orders
◦ improve her product demand forecasting skills
◦ tell employees to serve smaller sizes of specialty coffees during the day

[Hdosisshsbshs]

improve her product demand forecasting skills

[Medesa]

TopCup Coffee: A Year Later (Scenario)
Catrina, the manager in TopCup Coffee has been working to change the culture and employee attitudes at the shop for over a year now. In that time she has noticed that the total sales have grown and profits are up. The owner, who does not work in the business directly, commented in a recent meeting that he was still not completely satisfied with the growth he noticed in the business and expected suggestions from Catrina for more changes to improve the situation. He is too busy to be involved in the business and expects Catrina to carry out any new initiatives, but he wants the final say in any changes. Catrina analyzes everything in the shop from the old fashioned cash registers to the temperamental espresso machines. She is also looking into their bean suppliers, who are often late with deliveries and the nearby bakery where they sometimes get day-old pastries they sell in addition to coffee. Catrina is determined to make the shop a success and is now moving into analyzing all operations that should be improved.


Catrina decides to have a meeting with the bean suppliers and the pasty bakers hoping that ________ will impress them that she needs better service.
◦ changing what product she gets from each
◦ implementing new technology
◦ warning both that she might change suppliers
◦ open communications with both
◦ showing both the limited profits she is making now

[dudman123]

open communications with both

[jenna1]

TopCup Coffee: A Year Later (Scenario)
Catrina, the manager in TopCup Coffee has been working to change the culture and employee attitudes at the shop for over a year now. In that time she has noticed that the total sales have grown and profits are up. The owner, who does not work in the business directly, commented in a recent meeting that he was still not completely satisfied with the growth he noticed in the business and expected suggestions from Catrina for more changes to improve the situation. He is too busy to be involved in the business and expects Catrina to carry out any new initiatives, but he wants the final say in any changes. Catrina analyzes everything in the shop from the old fashioned cash registers to the temperamental espresso machines. She is also looking into their bean suppliers, who are often late with deliveries and the nearby bakery where they sometimes get day-old pastries they sell in addition to coffee. Catrina is determined to make the shop a success and is now moving into analyzing all operations that should be improved.


As part of refreshing her memory on operations management, Catrina analyzes value chains, and the requirements that are necessary for adopting a successful value chain strategy. She recognizes that the main goal of managing a value chain is to ________.
◦ make investors and owners happy
◦ improve the profit situation of the company
◦ meet and exceed customers' needs
◦ implement the most up-to-date technology available
◦ ensure trained and knowledgeable employees

[duy1981999]

meet and exceed customers' needs

[jho37]

TopCup Coffee: A Year Later (Scenario)
Catrina, the manager in TopCup Coffee has been working to change the culture and employee attitudes at the shop for over a year now. In that time she has noticed that the total sales have grown and profits are up. The owner, who does not work in the business directly, commented in a recent meeting that he was still not completely satisfied with the growth he noticed in the business and expected suggestions from Catrina for more changes to improve the situation. He is too busy to be involved in the business and expects Catrina to carry out any new initiatives, but he wants the final say in any changes. Catrina analyzes everything in the shop from the old fashioned cash registers to the temperamental espresso machines. She is also looking into their bean suppliers, who are often late with deliveries and the nearby bakery where they sometimes get day-old pastries they sell in addition to coffee. Catrina is determined to make the shop a success and is now moving into analyzing all operations that should be improved.


Catrina is unsure how to approach the owner of TopCup Coffee in order to impress on him that for growth and success of the shop what is needed from him is ________.
◦ to focus on building a lean organization
◦ more investment in the infrastructure of the shop
◦ to stay at arm's length and let her run the operations as she sees fit
◦ to build better relationships with the suppliers
◦ strong and committed participation with the operations

[Li Jun]

strong and committed participation with the operations