About Gloria Jean’s Gloria jeans was founded by Gloria Jean

Kvetko in 1979 in Chicago, USA. In early 1998 Gloria Jean’s coffees Australia franchised its first store and within six years had opened 185 stores owned and operated by more than 100 franchisees. In Bangladesh, recently one branch of this Australian franchise coffee shop had been started. It is situated in Gulshan avenue and also recently opened another shop at Dhanmondi.

MISSION• The mission of Gloria Jean’s Coffee is

committed to building a unified family who consistently serve the highest quality coffee and provide outstanding and personalized service in a vibrant store atmosphere. In applying to a local café store, the key objectives are still retaining the existing customers and exploring new customers in order to increase the revenue of business.

Internal & External Competitive Positioning

• Well decorated• Trained staff• International standard food• Location:It is situated in Gulshan

avenue and also recently opened another shop at Dhanmondi

External Competitive Positioning

• Currently the leader among international coffee chains in Bangladesh

• Backed up by their Franchisee Navana Group

• Had the edge over Coffee World thanks to the latter’s poor marketing schemes and possible mismanagement.

Market Gaps

The Knowledge Gap

The Policy Gap

The Delivery Gap

The Communication

Gap

The Perceptions Gap

The Service Quality Gap

ServyQual analysis

• Tangibility: It was visually pleasing in all aspects of Tangibility

• Reliability: They were consistent with their product delivery

• Responsiveness: They were satisfyingly responsive of our queries

• Assurance: Their service felt assuring in all aspects

• Empathy: Very helpful with queries and behavior.

Formulate Corporate & Service Strategies

• To create brand awareness they can use sponsorship

• Discounted coffees at universities• Play area for kids

Training and compensation schemes• Thanks to the manager of Gloria Jean's

Gulshan Branch manager for the details.• Gloria Jean's prospective employees are chosen, the

numbers are usually 10-15• They initially train these prospective employees with

a one month of class on being good servers and baristas

• The classes are mainly written, and kind of advisory• after a month of classes are completed, these future

servers for Gloria Jean's coffee are put to the test in a practical real world environment with the supervision of their superiors

CUSTOMER SERVICE

Better Customer Service

Better Wages & benefits Stronger Employees Better Training

Problems of Gloria jeans

• Less privacy• Congested and insufficient parking facility• Expensive food• Many unknown and confusing foods in the

menu• Little washroom as an international brand

washrooms should be international standard as well.

• Foods contain a lot of cholesterol which may distract health conscious people.

Fishbone Diagram

Overpriced

Procedure Food serving is not fast enough

Unknown foodsInformation

Frontstage personnelInability of cashier to make customer understand the overprice

Missing the magnitude of what overpricing means to Bangladeshi peopleBackstage personnel

Facilities & EquipmentCongested place Not enough space for car parking

Couldn’t modify their meal to sub continental tasteMaterial & Supply

Developing new Service innovations

Facilitating Services

• They have a potential of starting a home delivery service

• They can organize a Drive-thru on their Gulshan Branch. Does not apply to the Dhanmondi Branch due to its positioning .

• Arrange a waiting are when the demand is in peak

Developing new Service innovations (cont)

Enhancing Services• Modify their recipes for a more sub-

continental suiting• offer small mini refreshments while they are

in the waiting area• Arrange charging docks near every possible

seat for various mobile phones• Noise cancelling headphones or rooms for the

customers who seek to work or spend a quieter time while enjoying their coffee.

• A faster wifi internet service for the customers to enjoy

Implementing Process Improvements

• Implementing initiatives to cut off demand from peak hours by announcing "Happy hours" filled with discounts at night times and fill in the valleys

• Introduce easy, online reservation procedures and applications

• If they have specific items a certain group of people buy, they can arrange special timings where they can only get those at that specific times. for example: meals that are usually ordered by professionals can only be ordered after office hours and during lunch hour (they have this system for breakfast)

Thank You!