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INTERNATIONAL JOURNAL OF International Journal of Engineering, Science and Technology MultiCraft ENGINEERING, Vol. 3, No. 7, 2011, pp. 1-14 SCIENCE AND TECHNOLOGY © 2011 MultiCraft Limited. All rights reserved Product quality, service reliability and management of operations at Starbucks Kioumars Paryani Decision Sciences Group, College of Business, University of Detroit Mercy, Detroit, MI 48221-3038, USA E-mail: paryanki@ Abstract High product quality, service reliability, and management of operations are key factors in business growth and sustainability. Analyzing “The Starbucks Experience” is a pedagogical approach to reinforcing the concepts of control and management of quality, service reliability, and efficient operations in action. The objective of this paper is to show how providing high-quality, reliable products and service at Starbucks have influenced its market share, productivity, and profitability. In turn, Starbuck