This Case is about ORGANIZATIONAL CULTURE, SUPPLY CHAIN
PUBLICATION DATE: April 03, 2015 PRODUCT #: 415010-HCB-ENG
Travis Boersma, cofounder and President of the Dutch Bros. Coffee chain, faces three operational choices which will shape distinguishing culture and the organization’s growth trajectory. First, should they provide a specialty coffee at a subset of their shops in a single area where customers are clamoring for it, contrary to the organization’s dedication to a consistent experience across all shops?
Second, as the firm proceeds to grow, should they roll out an electronic point-of-sale system, which has interfered with customer service in previous pilot evaluations? Supply opportunities for their finest workers, who aspire to possess and manage their very own franchise shops but frequently lack capital and the expertise to do this.