IV002: Improving Business Performance Through Systems Thinki…

Overview For this Performance Task Assessment, you will integrate your systems thinking and management skills and you will prepare an organizational improvement plan based on your analysis of a case study. With this case in mind, you will put yourself in the shoes of a paid consultant and perform a thoughtful systems analysis. Then, based on that analysis, you will write an effective and concise plan that you believe would help improve the performance of the organization. Assessment Submission Length: Approximately 57 pages Instructions To complete this Assessment, do the following: Read and review the following case study: Moon, Y., & Quelch, J. (2018). Case (Field): Starbucks: Delivering Customer Service. HBS Case 9-504-016. Harvard Business School Publishing. Refer to the following article: Kim, D. H., & Lannon, C. (1997). Applying systems archetypes. The Systems Thinker. https://thesystemsthinker.com/applying-systems-archetypes/ In the IV002_Assessment_Template file, complete your organizational improvement plan, using your Pre-Assessment submission as a starting point and incorporating any feedback as appropriate. Be sure to adhere to the indicated assignment length. Before submitting your Assessment, carefully review the rubric. This is the same rubric the assessor will use to evaluate your submission and it provides detailed criteria describing how to achieve or master the Competency. Many students find that understanding the requirements of the Assessment and the rubric criteria help them direct their focus and use their time most productively. Important Information on Interpreting the Assessment Rubric (click to expand) Achievement vs. Mastery of the Competency Mastery of this Competency means that 80% or more of the rows have been assessed as Exceeds Expectations and no rows have been assessed as Does Not Meet Expectations. Achievement of this Competency means that all rows are assessed at Meets Expectations or above (but lower than the 80% threshold required for Mastery). Assessment of Individual Rubric Rows In order to achieve Meets Expectations for a particular row of the rubric, you must have adequately completed all criteria in that row. This means that you have addressed all required elements to the required level of quantity and/or quality. In order to achieve Exceeds Expectations for a particular row of the rubric, you must have adequately completed all criteria in the row, and in addition, your response must reflect a depth and breadth of knowledge and expertise. Examples of this includebut are not limited tothe following: You provide additional, specific, and/or particularly relevant examples to illustrate points made. You seamlessly incorporate your original thoughts and diverse, credible, and relevant academic sources, when applicable, to express your viewpoint or develop a persuasive argument. You demonstrate a deeper understanding of the subject that draws from discipline-specific knowledge and theory and incorporates the viewpoints of a diverse set of business and management thought leaders. You draw additional connections between multiple, complex topics to support your explanations. You are able to apply your knowledge in unique, creative, and/or innovative ways. You thoroughly break down concepts into simpler parts and use your understanding of business to make connections. Your analysis is insightful and original. You design processes, products, and/or solutions that are creative, high-quality, and innovative. You consider diverse perspectives and relevant social, ethical, and business-related issues when proposing new ideas or formulating judgments. All submissions must follow the conventions of scholarly writing. Properly formatted APA citations and references must be provided where appropriate. Submissions that do not meet these expectations will be returned without scoring. This Assessment requires submission of a 5- to 7-page organizational improvement plan, including an Executive Summary. Save this file as IV002_firstinitial_lastname (for example, IV002_J_Smith). You may submit a draft of your assignment to the Turnitin Draft Check area to check for authenticity. When you are ready to upload your completed Assessment, use the Assessment tab on the top navigation menu. Important Note: As a student taking this Competency, you agree that you may be required to submit your Assessment for textual similarity review to Turnitin.com for the detection of plagiarism. All submitted Assessment materials will be included as source documents in the Turnitin.com reference database solely for the purpose of detecting plagiarism of such materials. Use of the Turnitin.com service is subject to the Usage Policy posted on the Turnitin.com site. An Analysis of the Customer Service Issues at Starbucks After reviewing the latest marketing data, Christine Day, senior vice president of administration at Starbucks, is concerned with the companys performance in meeting customer expectations in the area of customer satisfaction. She is contemplating an annual investment of $40 million to increase the weekly labor hours in the North American stores, but before she makes this recommendation, she wants to better understand the cause of the decrease in customer satisfaction. She calls on your consulting service to investigate the cause of this issue and to recommend improvements. You are selected for this consulting job based on your knowledge of systems thinking. After reviewing the case, you will compile an improvement plan, using the template provided, with the following three sections, including specific examples from the case, as well as relevant citations from the Learning Activities, the Walden Library, and/or other appropriate academic sources to support your analysis. Click each of the items below for more information on this Assessment. Part 1: Tools for Improvement: Causal Loop Analysis In Part 1 of your improvement plan (pages 24), you are to analyze the customer service issue identified at Starbucks using causal loop analysis. You should address the following: Create a robust causal loop diagram to capture the fundamental system behaviors, outcomes, and causes of the customer service issue at Starbucks. The causal loop diagram should identify with one of the common system archetype patterns, as defined in the Braun article. The diagram should describe fundamental system behaviors and outcomes. The diagram itself can be drawn by hand or with software. Tables are not appropriate; it must be in the form of a diagram. In addition to the diagram, explain why you chose this particular archetype as the best fit for the situation. (Reminder: The concept of systems thinking and its associated tools may not be understood by your audience.) Analyze the root cause(s) of the low customer satisfaction being experienced by Starbucks. Your analysis should be substantiated by the causal loop analysis, discussing the causal flow of the chosen archetype. Part 2: Applying Systems Thinking Concepts For Part 2 of your improvement plan (pages 57), you are to address the following: Analyze how the concept of mental models is present at Starbucks and how this concept either negatively or positively affects the customer experience. Analyze how the concepts of team learning and of building a shared vision could benefit Starbucks in terms of improving the customer experience, thereby improving customer satisfaction. Propose a minimum of three recommendations, based on your analysis, that might improve the customer experience at Starbucks. Explain why. Executive Summary Provide Christine Day with an executive summary (page 1) of your findings and recommendations for improvement. Address the following in your executive summary: Clearly identify the purpose of the improvement plan. Summarize the cause(s) of the low customer satisfaction (referencing the causal loop diagram in the main report). Concisely synthesize the recommendations to improve customer satisfaction.