Travis Boersma, cofounder and President of the Dutch Bros. Coffee chain, faces three operational decisions that can shape the business’s growth trajectory and culture that is distinctive. First, should they offer a specialty coffee at a subset of their shops in a particular region where customers are demanding it, in contrast to organization’s commitment to a consistent experience across all shops?
Second, as the business continues to grow, should they roll out an electronic point-of-sale system, which has interfered with customer service in earlier pilot evaluations? Third, how can Dutch Bros. Provide chances for their best workers, who aspire to own and operate their very own franchise stores but often lack the expertise and funding to do that.
PUBLICATION DATE: April 03, 2015 PRODUCT #: 415010-HCB-ENG
This is just an excerpt. This case is about ORGANIZATIONAL DEVELOPMENT
