Question: Using the organization described below, prepare a 150 to 200 word summary in which you identify and discuss the four basic phases of the innovative process and focus on how the business will measure their results.
Case Study:
INTRODUCTION:
City Grind Coffee House is a coffee house that recently opened in Cranford, NJ and carries specialty coffees, teas, and desserts in a comfortable, relaxed environment. City Grind is striving to achieve success over the competition of other coffee houses that disperse similar products to customers. Team A will analyze and assist City Grind to become more innovative and creative.
INNOVATION SUPPORTS GOALS AND OBJECTIVES:
At City Grind, the organizational goals and objectives are simple and clear cut. The company strives to provide an excellent coffee experience served in a comfortable, stylish environment for every customer, every time. These goals and objectives are supported by innovation in several facets of the business, creating a unique coffee shop experience.
In order to separate City Grind from the competition, primarily Dunkin’ Donuts, The Coffee Beanery, and Starbuck’s, several innovative methods have been employed in day-to-day operations and in the overall business strategy. First, the quality and origin of the coffee to be used was considered. As management noted that most of the competition “over-roasted” their coffee beans, it was decided to use a unique lighter espresso roast that allows the flavor of the bean to come through in the final product. Additionally, rather than the brief training that some of the competition employs, City Grind invested in the formal education of each barista to ensure that the products served would be consistent and of high quality. Lastly, City Grind took an environmentally responsible approach to their procurement processes. This supports the objectives of not only quality, but also environmental consciousness that allows customers to enjoy their coffee experience while knowing that they are contributing to the improvement of areas such as the South American Rainforests and to the lives of the farmers producing the coffee.
DESIGN SUPPORTS GOALS AND OBJECTIVES:
Design is the deliberate decision-making method by which an idea is converted into a result, be it a product or service. Design is the transformation of ideas into creative, practical and commercial realities and optimizes the usefulness of product and services of a business such as City Grind Coffee House. Design is crucial for City Grind Coffee House to reach its goals and objectives of creating a coffee shop that has service and ambiance that brings customers back time and time again. Coffee shops such as City Grind Coffee House are trendy places to unwind and relax. For this reason, the design of the shop is crucial for the success of the business. City Grind is designed to give a relaxing and comfortable environment. The furniture and hip décor creates an atmosphere that is relaxing and comfortable. Design influences the color, theme, furniture and arrangements that make the coffee shop unique from all its competitors.
Not only can design influence the styling of the coffee shop but it can also influence the product. Good design can add significant value to the products that are offered at City Grind. City Grind specifically uses fresh and rich Arabia’s coffee blend. The espresso is roasted lighter than its competitors to guarantee that the taste of the beans is brought straight to the cup. Both the design of the coffee and products City Grind offers ensures it reaches its goal of creating an ambiance that brings customers back.
CREATIVITY SUPPORTS GOALS AND OBJECTIVES:
In order for City Grind to be competitive with other coffee shops such as Dunkin’ Donuts and Starbucks, the owners of the City Grind have had to come up with some creative ideas to get people to come to their store.
Some of these creative ideas are to focus on the family atmosphere and family-oriented menu. This menu not only includes the best Arabica coffee, they also offer hot chocolate, cakes, teas, and 5 flavors of smoothies. The smoothies and hot chocolate can be enjoyed by the children while their parents unwind with a tasteful cup of coffee or tea. The whole family can appreciate the cakes and other pastries that are available.
Another creative choice that the owners implemented is the early bird special. This special is a small cup of coffee or tea and a breakfast pastry for only $2.50 and is available Monday through Friday, 6:30 am to 9:30 am. Additionally, the café is now offering Betty’s Chocolate’s which are homemade chocolate novelties made from fresh imported Belgium chocolate and other natural ingredients.
City Grind prides itself on only offering coffee purchased from farmers which use eco-friendly techniques and USDA Organic Free Trade certified teas. Offering only these particular items shows that the owners believe in promoting coffees and teas that are in good health, good for the farmers that grow them and good for the land that produces them.
INTERNAL DRIVERS OF INNOVATION:
City Grind is a product of innovation, design and creativity. Not afraid to embark on society, the owners took a giant leap of faith and are competing against large stores such as Dunkin’ Donuts, Starbucks, Daily Grind and similar coffee shops to give customers a more relaxed atmosphere to enjoy a favorite cup of java. An internal driver of innovation for City Grind is that the coffee house is family-oriented and uses approaches to bring families together. For instance, on Wednesday nights the coffee shop offers family night allowing customers to come in with family and friends to play entertaining games. Children enjoy a free beverage with an adult purchase. On Thursday nights, customers can view a movie free of charge while enjoying a good latte or other beverage. Every Friday night, the coffee shop offers open mike night to allow talent to be brought out, and customers to relax and enjoy good coffee, smoothies, or a beverage of choice. A small fee is applied to enter but a free beverage is also granted. Another internal driver of innovation is training. City Grind takes pride in training the baristas following the 4m’s of the Italians the originators of the art of espresso making. Not just any training, but the employees are trained at New York Barista Training. The baristas are trained in the theory of espresso preparation and milk texturing. Not only are the baristas trained to make the espresso’s but are also trained in maintenance procedure of the equipment. This innovative strategy sets City Grind apart from other coffee shops while letting customers know how much care, quality and pride the company takes in the business and the customer’s satisfaction.
EXTERNAL DRIVERS OF INNOVATION:
City Grind has made a grand entrance into the coffee house industry and has no plans of backing out any time soon. With large competition like Starbucks having shops at almost every corner catering to the chic, on-the-go crowd, City Grind has established itself as a down-to-earth, family institution that caters to people from all walks of life. City Grind offers a relaxed environment that helps customers feel more like they are visiting with friends and family when in the shop than feeling like they are in an actual shop. External drivers are a natural part of business and they play a major role in the business operations at City Grind. The company strives to connect with its customers and works to insure that the customer’s needs are met while visiting the shop. By focusing on what the customers want or expect and how they feel about the environment the company is creating, City Grind will be able to continue the success of the company. City Grind responds to customer needs by providing services that include the entire family at a reasonable price. The company offers other amenities that create an inviting environment which keeps people coming back for more. Another external driver of City Grind is the coffee shop business as a whole. The company has to be observant of the competition and the effect competition has on the organization. By understanding the industry and keeping a watchful eye on the buying trends of consumers, City Grind will have a better awareness of what changes, if any, the organization needs to make to stay at the forefront. External drivers are the driving force that helps keep the company ahead of the competition.
CONCLUSION:
City Grind is in the business of specialty coffees, teas, and providing the consumer with a comfortable atmosphere for them to return again. Innovation, design, and creativity will keep this new coffee house on the map. City Grind has many competitors and if they strategically plan their future, they will be a top competitor to the larger establishments for many years to come.
REFERENCES
City Grind Coffee House. www.citygrindonline.com