Walk Through Audit Project about Gong Cha Milk Tea

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This is a group assignment, the only part I need to do is “management of supply and demand

The topic our group choose is “Gong Cha”. Gong Cha is one of the most recognized bubble tea brands around the world.

The objective of this term project is to seek opportunities to apply the walk-through audit (page 154 on textbook) and knowledge, skills, and tools learned in this class to a real business in seeking ways to improve service operations. Study activities include, but are not limited to:

1. Identify a service firm and get management permission.

2. Observe and study the service operation processes.

3. Identify possible service operation topics, for example, service process, service

blueprint, service encounters, service quality, customer satisfaction,

management of supply and demand, application of information technology, etc.

4. Explore the possibility to improve its operations.


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