Setting up a Quality Driven Roastery


Service Blueprint for Coffee Roastery


1. Coffee Roasting

Goal: Deliver consistently roasted coffee beans that highlight unique flavor profiles.

Service ComponentsCustomer ActionsFrontstage (Visible Staff Actions)Backstage (Invisible Staff Actions)Support Processes
Service SetupCustomer places an order or visits the roastery.Staff explains roasting profiles and processes to the customer.Procurement of high-quality beans from trusted suppliers.Quality checks for raw beans and logistics coordination.
Roasting ProcessCustomer observes or requests specific roast preferences.Master roaster operates equipment and provides live commentary.Calibration and maintenance of roasting equipment; adjusting profiles for consistency.Use of roasting logs and data analytics for process optimization.
Product DeliveryCustomer receives freshly roasted coffee beans.Staff packages and labels the roasted coffee.Verification of roast quality (color, aroma, flavor).Packaging quality assurance and order management system.
Quality ControlCustomer provides feedback on roasted coffee.Staff addresses customer feedback and offers solutions.Sensory analysis and cupping sessions for roasted batches.Continuous improvement based on customer feedback and testing.

2. Coffee Cupping and Flavor Profiling

Goal: Enhance customer appreciation of diverse coffee flavor profiles.

Service ComponentsCustomer ActionsFrontstage (Visible Staff Actions)Backstage (Invisible Staff Actions)Support Processes
Session BookingCustomer schedules a cupping session through online or in-store booking.Staff confirms booking and prepares the session itinerary.Organize coffee samples, grind beans, and prepare cupping station.Scheduling software integration and inventory management.
Cupping SessionCustomer participates in cupping, guided by expert cuppers.Cuppers explain flavor profiles, teach cupping techniques, and lead discussions.Preparation of water, tasting cups, and consistent brewing methods.Adherence to SCA cupping standards for uniformity.
Feedback CollectionCustomer shares impressions of the coffee during the session.Staff records customer feedback for further recommendations.Document flavor profiles and customer preferences in a database.Use of feedback forms or digital tools for data collection.
Post-Session InteractionCustomer receives a curated list of recommended coffees based on their tasting preferences.Staff explains the next steps for purchasing or further exploration.Update customer records with tasting notes and preferences.CRM system to manage customer interactions and preferences.

3. Coffee Selection

Goal: Provide customers with tailored recommendations for their unique coffee needs.

Service ComponentsCustomer ActionsFrontstage (Visible Staff Actions)Backstage (Invisible Staff Actions)Support Processes
ConsultationCustomer shares coffee preferences (flavor, origin, roast level, brewing method).Staff asks questions to understand customer needs.Retrieve information about available stock and seasonal offerings.Maintain updated inventory and supplier catalogs.
RecommendationCustomer receives personalized coffee recommendations.Staff explains the characteristics of recommended options.Analysis of customer data to match preferences with available products.AI-powered recommendation tools or manual analysis.
Purchase DecisionCustomer selects their preferred coffee and completes the purchase.Staff processes the order and provides tips for optimal brewing.Ensure sufficient stock of recommended products.Inventory replenishment based on sales trends and projections.
Follow-UpCustomer receives follow-up communication (thank-you email, tips, or additional offers).Staff sends personalized messages and offers based on purchases.Track customer purchase history for future recommendations.CRM system for customer engagement and follow-up campaigns.

Quality Management Focus

  1. Consistency:
  • Implement roasting logs and data analytics for consistent flavor profiles.
  • Standardize cupping protocols following SCA guidelines.
  1. Customer-Centric Approach:
  • Gather and analyze feedback at every touchpoint to refine services.
  • Personalize coffee selection to cater to unique customer preferences.
  1. Training and Expertise:
  • Train staff regularly on cupping, roasting, and customer interaction techniques.
  • Certify roasters and cuppers through recognized organizations like SCA.
  1. Technology Integration:
  • Use CRM systems to track customer preferences and feedback.
  • Leverage AI for personalized coffee recommendations and inventory management.
  1. Continuous Improvement:
  • Conduct regular quality audits of all service components.
  • Stay updated on industry trends to introduce innovative offerings.

Working with FNC and FedEx effectively

Here’s a description of the functions for the two organizations listed:


1. Coffee Regulation (FNC – Federación Nacional de Cafeteros de Colombia)

Functions:

  • Regulation Compliance:
  • Oversees and enforces coffee export regulations in Colombia.
  • Ensures compliance with national and international standards for Colombian coffee exports.
  • Exporter Support:
  • Provides exporters with tools, such as the Coffee Portal, for managing export announcements.
  • Facilitates payment of the mandatory coffee contribution required for Colombian coffee exports.
  • Authentication and Security:
  • Manages access to the Coffee Portal for registered exporters by assigning unique usernames and passwords.
  • Maintains secure and efficient operations to streamline coffee export processes.
  • Representation of Coffee Growers:
  • Represents the interests of Colombian coffee growers in national and international markets.
  • Ensures sustainability and fair practices within the coffee industry.

Contact Details:

  • Address: Calle 73 No.8-13, Bogotá, Colombia
  • Phone: (57+1) 313 6600 Ext. 1168

2. FedEx

Functions:

  • Logistics and Shipping Services:
  • Provides domestic and international shipping services, including air and freight options.
  • Supports businesses and individuals in efficiently delivering packages and freight worldwide.
  • Account Management:
  • Offers tools for opening and managing shipping accounts.
  • Allows businesses to streamline shipping processes through the Open Account feature (Open Account Link).
  • Secure Access:
  • Maintains a secure login portal for registered users to manage shipments, track deliveries, and access account details.
  • Link: Secure Login.
  • Customs and Documentation Expertise:
  • Assists with customs clearance and ensures compliance with international trade regulations.
  • Provides resources and guidance for businesses shipping products like coffee globally.
  • Customer Support and Tracking:
  • Offers real-time tracking and responsive customer service to address shipment inquiries and issues.

Website:


Both organizations play critical roles in the coffee supply chain: Coffee Regulation (FNC) manages compliance and export processes for Colombian coffee, while FedEx provides the logistics to ship coffee efficiently and securely worldwide.

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