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Based on 4Vs model of Operation Management (volume, variation, visibility, variety), the price is quite expensive with the VNese market (famous with local shops) but acceptable.

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When entering, the staffs are very welcoming, creating a comfortable feeling for customers.

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Consultants and support staff are very enthusiastic, meeting the requirements of customers. Staff are well trained

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Very knowledgeable staff. When customers asked in-depth about the ingredients of the drinks, they answered easily. This has built customer trust.

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- Overall, caring and fast. However, some technical error got in the way so customers have to wait for a bit.
- Forgot 1 of our order, receive apologies right away and makeup service.

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- everything was clean but did not use sanitizer for guest when we came
- clean table after customers left
- clean WC area with soap, hand drier, tissue but not fragrant
- use a plastic wall in the order counter  to protect customers and staff from physical hazard
- Straws are packed in separated pockets

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All staff wear masks but no gloves

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- Own uniform (name tag, apron)
- Well-dressed (tidy hair, nails)

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- Pretty quiet (oficers, students, workers)
- Open music (R&B, classical music, instrumental music)

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- All new and don’t have broken items
- But some chair and table look like old

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Disproportionated from inside and outside of the shop

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- Haven’t specific smoking area
- Guests also seating outside (want smoke)

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- Not really a worth of money for coffee lover compared to other local coffee shops.
- Others type of drinks: tea, frappucino,.. get a lot of compliments from customers.

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- Offer suitable drink for children/ pregnant.
- Seasonal menu
- Variety of choices: coffee decaf, almond milk, soy milk low fat, syrups & toppings.

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- Award their members with “stars”. Customers get a free drink/ cake when they collect enough stars.
- Birthday reward: Have a free treat on customers’ birthday (discount, free product or double stars.

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Plastic cup (cold drink only): NOT ENVIRONMENTALLY FRIENDLY 

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Starbucks utilizes mostly plastic cups for cold drinks and paper cups for hot drinks (coffee, hot chocolate). So, why does Starbucks not utilise paper cups for all drinks but still uses plastic cups that are environmentally damaging? The reason for this is that keeping cold drinks in paper cups does not ensure the quality of the drinks because paper cups melt quickly. Furthermore, Starbucks' marketing strategy mainly focuses on the idea of a transparent plastic cup with a logo to highlight the colour of the drink.

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Observation:
- According to Starbucks' Staff, all of the leftover/ expired cakes will be thrown away at the end of the day.
- No disposal treatment for the leftover food.

Comparison cases:
AEON Bakery

- Bakes bread and sweets in the morning, and they will offer discounts for leftovers in the afternoon for a short period of time.
- Leftovers will also be handled for disadvantaged people and people in need.

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Wifi connection is extremely easy and convenient. In general, the network speed here is good for office tasks such as checking and sending mail, reading newspapers, texting.

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Do not have specific menu for childrens or pregnant women, however still provide particular service and special care (eg: recommend several kind off drink that may suit customers need)

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- All of the staffs are so nice, greeting and friendly
- Suggest customers who need specific services
- Take care for the smallest details

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- Starbucks may want to improve their menu diversity as well as provide special menu for different customer group such as kids menu, pregnant,…
- Improve technical tools to minimize order time and easier payment method
- In peak time, may need to note and recheck on the number of order in order not to forget any customer.

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Place hand sanitizer in the entrance and let customers use it when they come in
Use sanitizer more regularly for table and door knobs

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- Their style suit for who want to studying or working
-> Uncomfortable for group want to bonding or talking (area outside could suit for them
- Level of satisfaction/tolerance
+) Come to Starbucks -> Customers expect western style (area, decoration, music) -> Their satisfaction get more high percentage in general -> however, we rate it as a average experience.

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- Improve the quality of coffee -> adjust Vietnamese taste and make it worthy of the saying "you get what you pay for".
- Create more combos, promotions in each daily & seasonal menu.

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1. Solution for reducing the use of plastic cups at Starbucks:
- Starbucks should use glass and porcelain cups for consumers who use products directly at the store to reduce the usage of plastic cups. Only use paper and plastic cups for takeaway products.
- Encourage customers to bring their own cups when they come to shop by building discount marketing campaigns for customers who use personal cups. Starbucks also has a counter where consumers may purchase products with eye-catching designs and high quality.

2. Food waste:
- Adopt food disposal strategies of AEON Bakery.
- Should offer discounts for products that are near expired date.
- The leftovers should be donated to:
* Hospitals;
* Nursing homes;
* Food banks;
* Homeless shelters;
* Refugee centers.
- Expired cakes and bread should be disposed of by an intermediary company to make food for livestock and poultry.