2. 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.

3. 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.

4. 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

5. 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.

6. Market Gaps
The Knowledge
Gap
The Policy Gap
The Delivery
Gap
The
Communication
Gap
The Perceptions
Gap
The Service
Quality Gap

7. 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.

8. Formulate Corporate & Service
Strategies
• To create brand awareness they can use
sponsorship
• Discounted coffees at universities
• Play area for kids

9. 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

10. CUSTOMER
SERVICE
Better Customer Service
Better
Wages &
benefits
Stronger
Employees
Better
Training

11. 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.

12. Fishbone Diagram
Overpriced
Procedure
Food
serving is
not fast
enough
Unknown
foods
Information
Frontstage
personnel
Inability of
cashier to
make
customer
understand
the
overprice
Missing the magnitude
of what overpricing
means to Bangladeshi
people
Backstage personnel
Facilities & Equipment
Congested place
Not enough space for car
parking
Couldn’t modify their
meal to sub continental
taste
Material & Supply

13. 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

14. 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

16. 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)

17. Thank You!