Problems:

1. No defined company policy on customers who are waiting to meet people before a purchase.

2. Mismanagement by company’s executives leading to legal Consequences on racial harassment

3. Public out lash due to perceived racism against the company due to a number of occurring
racist history of the company. This might lead to boycott of the company from potential old and
potential customers.

STRENGTH WEAKNESS OPPORTUNITIES THREATS

No defined
Starbucks is a world There seemed to There is chance for
company policy on
leading retailing be no defined growth with the
customers who are
corporation that has company policy inclusion of black
waiting to meet
base across many for treatment and minorities
people before a
countries. customers who initiative in their
purchase.
might have to senior workforce

wait for a and not just as

companion factory workers.

before buying this will increase

anything. the reputation of

the brand with the

minorities.

Mismanagement by
This is a multi-billion The corporation There is an
company’s executives
 leading to legal
dollar revenues does not have opportunity to
Consequences on racial
corporation, enough expand their 19-
harassment.
generating its revenue minorities at in member senior

from across the world. their 19 member executive team to

senior executive include minorities,

team. this will give an

smooth response to

the Philadelphia

incident, to show

they have black

and minorities

inclusion initiative.

Public out lash due to

Lack of genuine
perceived racism
solution to
against the company
minorities
due to a number of
inclusion, the
occurring racist history
training done for
of the company. This
employees were
might lead to boycott of
only on black
the company from
history and not
potential old and
all minorities
 potential customers.
were included.
 Fish Bone Analysis

Problem 1: No defined company policy on customers who are waiting to meet people before a
purchase.

Lack of foresight

Access to bathroom isn't

judged by willingness to
purchase hereby losing
potential customers.

No defined company
policy on customers
who are waiting to
meet people before a
purchase.

Workers not given

guidelines in how to Management not clear
handle customers who on waiting costumer’s
wait before making an policy to the employees
order.

Weak company structure

 Problem 2: Mismanagement by company’s executives leading to legal Consequences on racial

harassment.

Social media mishandling of case Ethical values

There was no professional Perceived lack of

handling of the out lash concern for social
on social media, giving a environment due to
rushed apology didn't lack of genuine
help. solution to
minorities inclusion.

Mismanagement by
company’s executives
leading to legal
Consequences on
The value of the racial harassment.
company's
Management was time
management
constrained and couldn't
found wanting
get a better response

Cases of racial
discrimination has been
previously reported
about the company.

Short time constraint Environment

 Problem 3: Public out lash due to perceived racism against the company due to a number of
occurring racist history of the company. This might lead to boycott of the company from
potential old and potential customers.

History repeating itself Lack of corporate social

responsibility

Rushed and insincere

Not learning from past apology by the
issues, Another racial management, having
discrimination incident been caught with
after the Philadelphia Public out lash due to perceived
another racial incident
incident racism against the company due to a
after that.
number of occurring racist history of
the company. This might lead to
boycott of the company from
potential old and potential
Closed down store to customers.
customers in order to fix a
mistake

Wrong social responsiveness from

company