Capstone to Business Management Final Project

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AB299: Final Project
Section 1
July 16, 2013
Amanda Bender

Executive Summary
Tim’s Coffee Shoppe is located in Sunnydale, Illinois. Sunnydale is a mid-sized city with a busy business district and a large university and Tim’s is located smack dab in the middle of all the traffic. Tim’s Coffee Shoppe is in need of some much needed improvements and needs things to run more smoothly. Some of Tim’s problems were customer satisfaction, employee loyalty and marketing. The following pages have a detailed review of what Tim needs to become more successful. One of the most important things Tim needs to accomplish is a makeover of his human resource program to address employee training, thus creating better customer service as well as expanding the types of marketing he utilizes. If he follows suggestions he would have the opportunity to obtain his long term goals such as * To double revenue by the end of the current fiscal year. * To receive at least 95 percent positive customer feedback regarding the service we provide. 

Regulations and Management
The attempt is to suggest to Tim’s Coffee Shoppe’s areas of weaknesses where subtle improvement to business strategies which can bring in the much desired and needed revenues and increase customer traffic. It is also an attempt to provide cost effective products through a change in supply and logistics for Tim’s Coffee Shoppe. The market segmentation is also to be altered to expand his customer base.

Action Items
The vision statement chosen is: “To ensure that each guest receives prompt, professional, friendly and courteous service. To maintain a clean, comfortable and well maintained premises for our guests and staff. To provide at a fair price - nutritional, well-prepared beverages and foods- using only quality ingredients. To ensure that all guests and staff are treated with the dignity and respect they deserve. To thank each guest for the opportunity to serve them. By maintaining these goals we shall be guaranteed a fair profit that will allow us to contribute to the community we serve” (, 2013). There are various things Tim could do to help achieve living up to this vision for his business. The following are Short Term Goals which would be actions that should ideally be completed within the next three months. * Spend the next month analyzing the competition and brainstorm on what they don’t offer that we do or can offer. * Choose one or two high-profile local charity events to sponsor * Redesign the customer service research process to include new questionnaires and incentives, such as monthly drawings for free products or discounts on future purchases for customers who take the time to respond. (Williams, 2013) The next few items are actions that would be Long Term Goals which should be completed by the end of the business’ fiscal year. * To build the company's name recognition within the community through community outreach projects (Williams, 2013) What else could Tim do to help achieve these very important goals? * Create actionable steps within committees to break down workload * Be positive and energetic

* Decide how you are going to measure your success and keep track of it at regular intervals. * If your company is achieving its goals, be sure to recognize employees that helped. (Slutsky, 2013)

HR Analysis

Human resources help the business in many ways. However, Tim has not been taking full advantage of this valuable tool. “While human resources handle many of the matters pertaining to the employees of a company, such as recruiting and benefits management, they also work with management to help develop long-term strategies for the growth and development of a company. HR departments often act as a middleman between employees and management and should be where employees go for basic company information” (Christensen, 2013). According to the files in Tim’s office...
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