Question

Disney uses a service matrix tool as a diagnostic tool to ensure optimal customer service.

For a business of your choice, like Starbucks, Target, Townfair Tire, Walmart…etc make a table where the first column lists the business services standards and first row shows the delivery mechanisms for those service standards. It should be a matrix tool (look up Disney service delivery matrix tool).

Answer 1

We will select Starbucks and will list down the service standards which are applicable for Starbucks and the mechanism through which they achieve their service standards.

Company: Starbucks.

Business Service Standards	The mechanism to achieve the business service standard
Low response time	Standardized Menu & process
Quality of products	Strict control over vendors, supplies, and processing of products in terms of quality and quantity.
Ambiance or store experience	Similar format store across the geography
Staff friendliness and good etiquette	Well trained and motivated staffs
Enhancement of brand experience	Similar high-quality experience in terms of service delivery, food, and beverage quality and ambiance
Error-free billing	Automated billing system
Excellent customer complaint handling	A well-defined process to handle the customer complains
Facility layout	All the facility layout are very welcoming and spacious for Starbucks and customer want to spend more time. Every attempt is made to ensure that no accidents (fall or injury) happen to any customer.
Facility Management	Facilities are managed by professional service providers so that there should not be any negligence.
Meeting the legal and regulatory requirements of doing the business	All stores comply with local legal and regulatory controls from time to time imposed by government and commercial controllers.
High level of customer engagement	Customers are kept engaged in meaningful ways to keep them happy.