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- 4WARD THINKERS × QUOFFE COFFEE2 BUSINESS BACKGROUND & HISTORY uoffe Coffee is a small and midsize Malaysian coffee business that was established in 2021 by a group of students at Universiti Utara Malaysia (UUM). The registration number is 202103135535 (003266021-T), valid until April 28, 2024. The business aims to explore and serve refined versions of local and traditional Nanyang-style coffee to everyone. Quoffe Coffee strives for freshness and cleanliness, so they simplify the traditional procedures of brewing coffee on-site. In addition, the recipe’s secret ingredient is obtained from Ipoh, roasted Nanyang coffee, and has been made into powder. In addition to coffee, Quoffe Coffee also sells cocoa drinks and other cold brews that include soda drinks. Quoffe Coffee’s business background is rooted in the company’s origins as an assignment in entrepreneurship at UUM. The students who founded the company were inspired by their love of coffee, the high demand for coffee among UUM students, and their desire to create a business that would offer a unique and memorable coffee experience. Quoffe Coffee’s business history is relatively short, but the company has already significantly impacted the Malaysian coffee scene in the UUM community. The company’s focus on service and quality has earned it a loyal customer base, and Quoffe Coffee is poised for continued growth in the years to come. The company’s name was Quoffe Coffee, which combines the words “Quotes” and “Coffee”. This reflects the company’s idea to let customers share their quotes, which can be accessed by other customers by scanning a QR code on the plastic cup. The company’s logo is simply the word “Quoffe”. The company's motto is “Don’t serve coffee, serve happiness, “reflecting its commitment to building good relationships with its customers. The company’s growth strategy is to expand its operations to other universities in Malaysia and to offer the refinement of NanYang coffee drinks for customers. Q
- 4WARD THINKERS × QUOFFE COFFEE2 BUSINESS MISSIONS & VISIONS
- 4WARD THINKERS × QUOFFE COFFEE3 BUSINESS TARGET AUDIENCES uoffe is an exceptional and forwardthinking coffee brand, that caters to two specific target audiences: university students and aspiring entrepreneurs. The first target audience comprises university students, who lead demanding lives and often rely on caffeine to keep up with their busy schedules. Quoffe serves as an alternative source of daily caffeine for these students by offering an array of unique and locally inspired flavours that cater to diverse tastes and preferences. The objective is to provide students with cost-effective options, offering prices lower than those found at traditional coffee shops. Additionally, Quoffe aims to captivate their palates with a delightful range of flavours. As a result, Quoffe has become the preferred choice for students seeking affordable yet invigorating caffeine boosts. The second target audience consists of aspiring entrepreneurs which is W.B. entrepreneurs. Quoffe recognizes the challenges faced by individuals aspiring to enter the coffee industry, such as high initial capital requirements and complex operational procedures. To address these limitations, Quoffe presents a compelling business opportunity, enabling aspiring entrepreneurs to enter the coffee market effortlessly. The low capital investment and simplified business model empower anyone to start a straightforward and flexible coffee business at any time and location. Quoffe equips entrepreneurs with comprehensive support, encompassing essential resources like training, product sourcing, branding assistance, and marketing guidance. By doing so, Quoffe helps these ambitious individuals turn their dreams of running a coffee business into a tangible reality, eliminating the common barriers to entry. Q
- 4WARD THINKERS × QUOFFE COFFEE2 BUSINESS PORTFOLIO Owner Details Name Lam Ci Kin Address No 56, Hala Lahat Baru 10, Bandar Lahat Baru, 31500 Lahat, Perak. Phone Number 011 - 6952 9700 Marital Status Single Education Background Bachelor of International Affairs with Honours (UUM) Organization Chart of QUOFFE COFFEE
- 4WARD THINKERS × QUOFFE COFFEE3
- 4WARD THINKERS × QUOFFE COFFEE4 Product Quoffe offers a diverse range of coffee in three main categories: the Malaysian Classic Series, the Cold Brew Coffee Mocktail Series, and the Drip Bag Coffee Series. The Malaysian Classic Series comprises MalaysianO, OriCoffee, Merry Coco, and Horkasai. The Cold Brew Coffee Mocktail Series includes Teluk Batik, Sunny Sweety, Dirt Armani, and Violet Romance. Lastly, the Drip Bag Coffee Series offers Harmony, Opportunity, Tenacity, and Curiosity. In addition to its coffee selection, Quoffe also provides customers with healthy food options such as sandwiches and nasi lemak, enhancing its product diversity.
- 4WARD THINKERS × QUOFFE COFFEE5 Service To enhance customer cohesion, Quoffe has established a WhatsApp group named Quoffe Hub, where customers can gather and form a community. This platform not only serves as a means for Quoffe to promote its products but also encourages customers to actively engage by sharing their thoughts and providing feedback. To provide a convenient and speedy experience, Quoffe has implemented an online ordering and delivery service. Customers can access the Google Form link shared on the Quoffe Hub to place their orders. The form enables them to select their preferred beverages and make payments through various online methods such as online banking and e-wallets. This allows customers to receive their drinks within a limited timeframe, enhancing convenience. Additionally, Quoffe has introduced a unique feature where they offer Quotes on the cup through QR codes. This service aims to inspire and motivate customers while they enjoy their beverages. By scanning the QR code, customers can access their personalized quote and even share it on the Quoffe website, further facilitating customer interaction and strengthening brand loyalty.
- 4WARD THINKERS × QUOFFE COFFEE6 Collaboration Quoffe has formed a valuable partnership with Koperasi Keusahawanan Siswa Berhad (KKSB/GRYPHON) to receive professional business support and guidance. This collaboration allows Quoffe to benefit from the expertise and resources provided by KKSB, enabling them to strengthen their business operations. In addition, Quoffe has established a collaboration with a newly emerged healthy sandwich brand called Balance. This partnership enables Quoffe to offer a range of healthy and simple food options to their customers, further diversifying their product offerings and catering to different dietary preferences. To ensure efficient logistics and delivery services, Quoffe has teamed up with UniLink as their logistic partner. UniLink not only provides food delivery services for Quoffe but also extends its services to other food vendors within the campus. This collaboration ensures that Quoffe can fulfil orders promptly and reliably. Furthermore, Quoffe actively participates in the incubation program of CEDI UUM (Center for Entrepreneurship Development and Incubation, Universiti Utara Malaysia). This involvement allows Quoffe to continuously improve its business practices and benefit from exposure to the public through various events and initiatives facilitated by CEDI UUM.
- 4WARD THINKERS × QUOFFE COFFEE7 STRENGTHS WEAKNESS S1: Special formula and recipe in coffee products (Product & Service) S2: High quality in quantity and degree of control to ensure standardization (Product & Service) S3: QR code sticker for motivation "Quote of The Day". (Mission & Vision) S4: Generous use of high-quality Nanyang-style materials combine with the sale price (Mission & Vision) S5: Strategic location which is on the way to DKG 5 for class. (Physical Resource) S6: Good leadership with open-minded and accepting feedback from employees (Human Capital - Leadership) S7: Well-managing in digital marketing in social media (Human Capital - Communication) S8: Vision achievable (Vision & Mission) *Vision: Bring NanYang-styled coffee to all universities in Malaysia S9: High entrepreneurial spirit of the employer (Human Capital) W1: Less parking lots available around the shop (Physical source) W2: Fewer seats available for customers (Physical source) W3: Lack of clean water supply and specific place to wash and clean the appliance (Physical source) W4: Inconsistent shift schedules for part-timers as the students (Human capital) W5: Lack of habitual use of gloves and suitable utensils that ensure food safety (Human capital attitudes) W6: Lack of problem-solving skills among employees (Human capital - Communication) W7: Non-eco-friendly (Physical source) W8: Lack of attractive and effective promotion (Human capital - Communication) W9: Lack of interactive and interesting communication with customers (Human capital - Communication) W10: Lack of milk-based coffee (Physical source) W11: Lack of systematic training among employees (Human capital) W12: Lack of structured management (Human capital) W13: Employees need to bear the extreme with high Typhoid vaccines for all employees. (Human capital) OPPORTUNITIES THREATS O1: Market demand for university students on coffee is high. (Socio-Culture) O2: Various PTJ UUMs provide valuable chances and platforms for student entrepreneurs to establish businesses (Politics) O3: Muslim-friendly (Socio-Culture) O4: Online ordering and delivery options through WhatsApp and Telegram Get their sales increase (Technology) O5: Skim Pendaftaran Prihatin (SPPP) helps full-time students enrol in SSM for free (Politics) O6: The growing phenomenon of student entrepreneurship (Socio-Culture) O7: Strategic alliances between universities and corporations (Politics) T1: Increasing rates of diabetes (Socio-Culture - Health) T2: Users are more willing to choose Western-style coffee/branded coffee than local (Socio-Culture) T3: UUM operation time is not available until midnight (Politics) T4: Not available during the semester break and weekends on campus (Politics) T5: Government mandatory Typhoid vaccine to be injected F&B industry. (Politics) SWOT DATA
- 4WARD THINKERS × QUOFFE COFFEE8 STRATEGIC COMMUNICATION PLAN (INTERNAL)
- 4WARD THINKERS × QUOFFE COFFEE9 PLAN 1 Hygiene Workshop 101 S6-W5+W11+W13+T5 S6 - Good leadership with open-mindedness and accepting feedback from employees. (Human capital) W5 - Lack of habitual use of gloves and suitable utensils that ensure food safety. (Human capital) W11 - Lack of systematic training among employees. (Human capital) W13 - Employees need to bear the extreme with high Typhoid vaccines for all employees. (Human capital) T5 - Government mandatory Typhoid vaccine to be injected into the F&B industry. (Politics) Program Project Objective(s) Communication Objective(s) Target Audience Channel Key Message Key Spokesperson Timeframe Budget Hygiene Workshop 101 To increase employees' knowledge of food safety and hygiene practices. To educate employees on the Standard of Procedures (SOP) and the importance of following food safety and hygiene procedures for making coffee. Employees work in Quoffe Face-toface: The owner of Quoffe provides training and practices among employees. Quoffe is committed to food safety and hygiene. Keep our food safe and keep our customers happy. Foodborne illness can be severe, but it is preventable. CEO of Quoffe CMO of Quoffe 2 days *A day before Week 1 of the semester *A day before Week 8 of the semester Black Gloves: RM 5/50pcs Facemasks: RM30/50pcs Hat: RM10/pcs Apron: RM8/pcs Sanitizer: RM50/10L To change the attitudes and behaviour of employees about hygiene. To obtain feedback from employees regarding the inquiry and challenges in hygiene. Poster of SOP & Video in Quoffe's employee WhatsApp group. "SOP of working in Quoffe Maintaining a safe coffee environment Always sanitize & wear appropriate personal protective equipment (PPE)"
- 4WARD THINKERS × QUOFFE COFFEE10 PLAN 2 Portable water tank & washing station instalment S5-W1-W2-W3+O2+O7 S5 - Strategic location which is on the way to DKG 5 for class. (Physical Resource) W1 - Less parking lots available around the shop. (Physical source) W2 - Fewer seats available for customers. (Physical source) W3 - Lack of clean water supply and specific place to wash and clean the appliance. (Physical source) O2 - Various PTJ UUMs provide valuable chances and platforms for student entrepreneurs to establish businesses. (Politics) O7 - Strategic alliances between universities and corporations. (Politics) Program Project Objective(s) Communication Objective(s) Target Audience Channel Key Message Key Spokesperson Timeframe Budget Portable water tank and washing station instalment To ensure that Quoffe stalls in UUM have access to clean water and a place to wash and clean appliances. To solve the problem of clean water cleaning and environmental sanitation To persuade the UUM management team regarding the importance of clear and proper water supply for F&B business. UUM Management team and Jabatan Pembangunan dan Penyenggaraan (JPP) Face-toface JPP is the university's department responsible for maintenance and development, they may be able to provide you with access to a clean water supply and a dedicated space to wash and clean appliances. If unable to get access to clean water and a place to wash and clean appliances from JPP, consider investing in a portable water tank and a washing station. CEO of Quoffe 1 st October 2023 to 14th October 2023 Portable water tank: RM 800/pcs
- 4WARD THINKERS × QUOFFE COFFEE11 PLAN 3 Workshop; Effective Connections with Well-Communication Skills S6-W6+W11 S6 - Good leadership with open-mindedness and accepting feedback from employees. (Human Capital) W6 - Lack of problem-solving skills among employees. (Human capital) W11 - Lack of systematic training among employees. (Human capital) Program Project Objective(s) Communication Objective(s) Target Audience Channel Key Message Key Spokesperson Timeframe Budget Workshop: Effective Connections with WellCommunication Skills To increase employees' knowledge of communication knowledge and strengthen their problemsolving skills. To educate the communication skills and develop conflict solution skills and communication management skills to apply in daily operation Employees in Quoffe Face-toface: The owner of Quoffe provides a short training during the meeting and teambuilding activities among employees Create harmony and thriving connections among employees in Quoffe. Helping employees handle challenging situations with grace and composure. Dr. Mohamad Noor Salehhuddin Sharipudin 10th November 2023 (Friday) 10.00 am to 12.00 pm RM400/2 hours Souvenir & Certificate: RM100 To resolve conflicts professionally and respectfully that equips employees with conflictresolution techniques To obtain feedback from employees regarding the communication problem faced when serving customers
- 4WARD THINKERS × QUOFFE COFFEE12 PLAN 4 HR Essentials; Building Strong Foundations S6-W4+W12 S6 - Good leadership with open-mindedness and accepting feedback from employees. (Human capital) W4 - Inconsistent shift schedules for part-timers as the students. (Human capital) W12 - Lack of structured management. (Human capital) Program Project Objective(s) Communication Objective(s) Target Audience Channel Key Message Key Spokesperson Timeframe Budget HR Essentials; Building Strong Foundations To develop robust strategies and processes to attract, identify, and recruit top talent that aligns with the organization’s goals and culture. To enhance operations efficiency and productivity in identifying and eliminating bottlenecks, reducing waste, and optimizing resource allocation. To educate the skills, knowledge, and capabilities of employees including training programs career development plans, mentorship opportunities, and continuous learning initiatives. The management team of Quoffe Face-to-face: Management team meeting Develop Human Resources Departments To develop a structured and standardized training plan CEO of Quoffe October 2023 -2024 Free
- 4WARD THINKERS × QUOFFE COFFEE13 STRATEGIC COMMUNICATION PLAN (EXTERNAL)
- 4WARD THINKERS × QUOFFE COFFEE14 PLAN 5 Embrace the future; Recruitment Franchise Partner S8+S9+O1+O5+O6+O7 S8 - Vision achievable. (Vision & Mission) S9 - High entrepreneurial spirit of the employer. (Human Capital) O1 - Market demand for university students on coffee is high. (Socio-Culture) O5 - Skim Pendaftaran Prihatin (SPPP) helps full-time students enrol in SSM for free. (Politics) O6 - The growing phenomenon of student entrepreneurship. (Socio-Culture) O7 - Strategic alliances between universities and corporations. (Politics) Program Project Objective(s) Communication Objective(s) Target Audience Channel Key Message Key Spokesperson Timeframe Budget Embrace the future; Recruitment Franchise Partner To develop and enhance the entrepreneurial skills of a university student To gain practical experience by applying theoretical knowledge gained at the university to real-world situations. To promote Quoffe‘s speciality Nanyang coffee to other universities Students with entrepreneurial interests and capabilities in universities Poster & Video on Quoffe’s social media: Instagram: @quoffecoffee Facebook: Quoffe TikTok: @quoffecoffee0416 Don't miss the opportunity to start a business and apply to be business partners for a new franchise on your campus now. CEO of Quoffe March 2024 to August 2028 RM2000- 3000 To generate income by making a profit while ensuring the business remains sustainable and financially stable. To entertain students from other universities who are interested in start-up coffee business
- 4WARD THINKERS × QUOFFE COFFEE15 PLAN 6 Thirsty-Thursday; Mix & Match S3-W8+W9 S3 - QR code sticker for motivation "Quote of The Day". (Mission & Vision) W8 - Lack of attractive and effective promotion. (Human capital) W9 - Lack of interactive and interesting communication with customers. (Human capital) Program Project Objective(s) Communication Objective(s) Target Audience Channel Key Message Key Spokesperson Timeframe Budget ThirstyThursday; Mix & Match To generate greater brand recognition and awareness among the target audience. To increase the interaction with customers To develop promotions strategies that effectively target and appeal to Quoffe’s audience segments. To promote increased sales and revenue for Quoffe through targeted promotions in generating customer interest and boosting overall sales volume. Customers of Quoffe Poster & Video on Quoffe’s social media: Instagram: @quoffecoffee Facebook: Quoffe TikTok: @quoffecoffee0416 “Bundle up and save on your favourite drinks with your friends!” “Create your bundle and save!” CEO of Quoffe Every First Thursday of the month from October 2023 – August 2028 RM150/month
- 4WARD THINKERS × QUOFFE COFFEE16 PLAN 7 A Letter to A Quoffe Stranger S3-W8+W9 S3 - QR code sticker for motivation "Quote of The Day". (Mission & Vision) W8 - Lack of attractive and effective promotion. (Human capital) W9 - Lack of interactive and interesting communication with customers. (Human capital) Program Project Objective(s) Communication Objective(s) Target Audience Channel Key Message Key Spokesperson Timeframe Budget A Letter to A Quoffe Stranger To encourage personal connection between strangers (Quoffe's Customers) To share the customer's quotations, stories, and thoughts with strangers. Regular customers and potential customers among Quoffe. Face-to-face: Customers can write on a memo sheet and drop it in the box and receive a letter left by a previous Quoffe stranger customer. Share your quotes, thoughts, and feelings with the next customer while waiting for coffee. All Quoffe's members Operation hours: 9.00 am - 5.00 pm First four weeks of each semester from October 2023 to October 2028 Set of memo pad: RM 5.20/700 sheets Streamer: RM35/2*5 To inspire ft kindness and compassion while buying coffee. To entertain the customers to relieve stress and troubles by writing in letters. Streamer A letter to Quoffe Stranger; Strike up a Quoffe Stranger day with your happiness!
- 4WARD THINKERS × QUOFFE COFFEE17 PLAN 8 Rich & Fresh Brew Series; Wellness-focused Nanyang Coffee S1+S2+S4-W10+O3-T1 S1 - Special formula and recipe in coffee products. (Product & Service) S2 - High quality in quantity and degree of control to ensure standardization. (Product & Service) S4 - Generous use of high-quality Nanyang-style materials combine with the sale price. (Mission & Vision) W10 - Lack of milk-based coffee (Physical source) O3 - Muslim-friendly. (Socio-Culture) T1 - Increasing rates of diabetes. (Socio-Culture) Program Project Objective(s) Communication Objective(s) Target Audience Channel Key Message Key Spokesperson Timeframe Budget Rich & Fresh Brew Series: Wellnessfocused Nanyang Coffee To serve a healthier version of Nanyang coffee to the customers. To promote wellness and healthconscious living by offerings a healthier menu of Nanyang coffee to the customers Customers of Quoffe Face-to-Face in Quoffe stall Quoffe focused on the importance of customers’ healthy lifestyles. Quoffe served good quality and healthier coffee to every customer with specific coffee ingredients and preparation methods, such as low sugar, fewer calories, unsaturated fat, and vegan friendly. Management Team of Quoffe Every semester from October 2023 to August 2028 RM200 To create specialized healthy coffee menu options To educate customers about the benefits of drinking healthier coffee To entertain coffee-loving health lovers Poster and video advertising on social media: Instagram: @quoffecoffee Facebook: Quoffe TikTok: @quoffecoffee0416 A creative slogan based on a newly developed drink to introduce new customers to the characteristics and health benefits of the new drink
- 4WARD THINKERS × QUOFFE COFFEE18 PLAN 9 CoffeeFest; Unleashing the Coffee Magic O1+O7-T3-T4 O1 - Market demand for university students on coffee is high. (Socio-Culture) O7 - Strategic alliances between universities and corporations. (Politics) T3 - UUM operation time is not available until midnight. (Politics) T4 - Not available during the semester break and weekends on campus. (Politics) Program Project Objective(s) Communication Objective(s) Target Audience Channel Key Message Key Spokesperson Timeframe Budget CoffeeFest; Unleashing the Coffee Magic To increase brand visibility and exposure, attract new customers, and build brand recognition. To share the uniqueness, characteristics, and flavours of Quoffe coffee to increase their appreciation of Quoffe products. Community in Sintok and Changlun. Face-to-Face Coffee Expo Emphasizing that Coffee Expo is not just an ordinary event, but an unparalleled special extension for coffee lovers to get unique coffee blends, and brewing techniques and interact with independent exporters and aficionados. CEO of Quoffe 3 days 1 st to 3rd October 2025 (International Coffee Day) RM 20000 - 30000 To showcase unique and speciality coffee offerings To promote an exceptional coffee experience to the public Poster and video advertising on social media: Instagram: @quoffecoffee Facebook: Quoffe TikTok: @quoffecoffee0416 Sip, Savor, and Celebrate: Join the Coffee Expo Extravaganza
- 4WARD THINKERS × QUOFFE COFFEE19 ISSUES Issue 1 Not Expert in Handling Emergencies (Unexpected Power Disturbance Occurs) The power disturbance that caused the stall to lose power was an unexpected event. Our team was not prepared for this type of emergency, so we were not able to launch our first-time service smoothly and effectively. This led to us losing a chance to deal with the customers and long wait times. Issue 2 Lack of Experience in Customer Service Our team is new to customer service, so we may not be so familiar with the needs of customers. This can lead to situations where our team does not notice the customers' needs in time or feel shy to take the initiative to approach the customers. Issue 3 New to Food and Beverages (F&B) Service Industries The team is new to the F&B service industry, so we may not be familiar with the specific procedures and safety protocols that are required. This can lead to situations where the team does not handle food and beverages safely or does not wear the appropriate personal protective equipment (PPE) at the beginning.
- 4WARD THINKERS × QUOFFE COFFEE20 REFLECTION s a strategic communication consultant team working with the Quoffe Coffee shop at UUM, we had the opportunity to gain valuable insights and experiences that have greatly enriched our understanding of the business and its service offerings. Our time spent at the Quoffe Coffee Shop provided us with a unique and eye-opening learning journey, that extended far beyond the mere act of making and serving coffee. One of the most significant lessons we learned during our collaboration was the critical importance of effective communication. As consultants supporting the stall’s service staff, we quickly recognized that clear and friendly communication with customers is essential for delivering exceptional service. Whether it was taking orders, promoting the coffee offerings, answering customer inquiries, or engaging in small talk, our focus on improving interpersonal skills and building rapport with a diverse range of people was paramount. Moreover, our emphasis on active listening and empathizing with customer needs not only enhanced their experience but also fostered a positive work environment. Additionally, our experience highlighted the significance of teamwork in a fast-paced setting. Working alongside the Quoffe Coffee shop staff during peak hours, we learned the importance of seamless collaboration to ensure a smooth workflow. While our primary role did not involve coffee preparation due to hygiene concerns, we focused on supporting the team by taking orders, promoting the shop's offerings, and cashiers, and assisting one another during busy periods. This experience taught us the value of unity and cooperation in achieving shared goals, especially in high-pressure situations. Our time at the coffee shop also exposed us to the art of coffee making and the dedication required to master the craft. We delved into the intricacies of different materials and procedures, explored their unique flavours and characteristics, and witnessed the baristas' passion for their work. This experience not only expanded our knowledge of coffee but also instilled a deep appreciation for the skills and expertise involved in delivering high-quality coffee and service to customers. A
- 4WARD THINKERS × QUOFFE COFFEE2 Furthermore, our involvement in the stall allowed us to gain insights into the operational aspects of running a successful coffee business. From managing inventory and ensuring adequate supplies to handling cash transactions and maintaining a clean and inviting space for customers, we recognized the significance of attention to detail and the importance of a well-organized establishment. This collaborative experience provided us with valuable insights into the dynamic world of customer service and hospitality. We learned that even the smallest gestures, such as a warm smile or a kind word, can leave a lasting impact on customers, making them feel welcomed and valued. These lessons will undoubtedly inform our strategic planning as we work together to enhance the overall service experience at the Quoffe Coffee stall. In conclusion, our time spent working with the Quoffe Coffee stall at UUM as strategic communication consultants was a truly enriching experience. We developed a deep understanding of the importance of effective communication, teamwork, coffee craftsmanship, operational management, and customer service. Armed with this knowledge, we are well-equipped to assist in devising a strategic plan that aligns with the stall’s goals from the SWOT analysis we developed and ensures exceptional service delivery to customers.
- 4WARD THINKERS × QUOFFE COFFEE2 SUGGESTIONS & MONITORING MECHANISM Suggestion 1 Encouragement to improve customer service skills In today’s competitive business environment, excellence in customer service is essential for communications consultant teams. By emphasizing qualities such as friendliness, approachability, and empathy, teams can build a workplace that fosters positive customer interactions. This not only leaves a lasting impression, enhancing customer loyalty and satisfaction but also equips teams with the skills to handle challenging situations professionally and empathetically. This approach minimizes conflict, promotes optimal problem resolution, and ultimately maintains client trust and satisfaction. As a result, communications consultant teams can differentiate partner companies, resulting in increased client retention and positive word-of-mouth (WOM) referrals.
- 4WARD THINKERS × QUOFFE COFFEE2 Suggestion 2 Promote active teamwork and effective communication in the working environment To create a more positive work environment and maximize productivity, it is important to promote active teamwork and effective communication within the communications consultant team. By promoting teamwork, teams can collaborate effectively, share knowledge and ideas, and tackle challenges together. Active participation enables team members to contribute their unique perspectives and skills, resulting in innovative solutions and improved decision-making. The harmonious atmosphere of the team can improve work efficiency while allowing effective communication within the team to ensure a smooth flow of information, prevent misunderstandings, and enhance coordination. Beyond that, a positive work environment and effective communication can create a supportive atmosphere where team members feel heard and valued, leading to higher morale and job satisfaction. Positive team dynamics not only improve the overall work environment but also have a direct impact on customer service, as cohesive teamwork translates into seamless service delivery and enhanced customer experience.
- 4WARD THINKERS × QUOFFE COFFEE3 Suggestion 3 Enhancing Team Performance through Task Division and Cooperation Effective division of tasks and collaboration are essential elements for optimizing the performance of a communications consultant team. An equitable and skill-based division of tasks, which means based on each team member’s abilities and strengths enables team members to leverage their strengths and expertise, ensuring that each responsibility is assigned to the most qualified team member. This can improve work efficiency and enhance personal work awareness and a sense of responsibility. In addition, cultivating a cooperative culture within the team can encourage open communication, idea-sharing, and mutual support. Timely help and cooperation can improve team harmony and work attitude. Team members are encouraged to collaborate, seek each other’s advice, and provide assistance when needed, creating a cohesive and harmonious work environment. It would be helpful to emphasize the importance of clear lines of communication, setting goals and expectations, and establishing a framework for effective collaboration. Regular team meetings, project management tools, and training programs are suggested to enhance task division and collaboration to ensure teams successfully deliver exceptional results.
- 4WARD THINKERS × QUOFFE COFFEE4 Monitoring Mechanism 1 Performance Metrics Measurable performance metrics are suggested because a team of strategic communication consultants needs to ensure equitable work distribution and optimize overall team performance. These metrics should be specific, measurable, achievable, relevant, and time-bound (SMART) to provide clear criteria for evaluation. The performance metrics can help leader and other team members regularly review metrics helps to track tasks progress, identify areas for improvement, and make informed decisions about resource allocation and professional development. For example, leaders can use performance metrics to evaluate the ability of team members to meet tasks internal deadlines and deliverables for efficient project management. By setting clear deadlines, monitoring milestones, and tracking time management for each member, the team can assess performance and address challenges immediately. Moreover, measuring on-time delivery helps to identify limitations and missing details, ensuring the timely execution of effective communication in everyone’s respective responsible tasks.
- 4WARD THINKERS × QUOFFE COFFEE5 Monitoring Mechanism 2: Role-Playing Exercises Role-playing exercises are a beneficial way to improve our team’s performance in two key areas, which are presenting the plan to the owner and providing service to Quoffe. We can simulate scenarios such as a customer with a specific dietary restriction, a customer who is dissatisfied with their order, or a customer seeking recommendations for their coffee preferences. In these practices, one team member takes on the role of the customer while other team members act as the coffee stall staff. This allows us to practice active listening, empathy, and problem-solving skills. We can better understand customer needs, tailor our responses accordingly, and provide personalized recommendations or solutions. Role-playing also helps us to refine our communication techniques. We can practice using positive language, maintaining a friendly and approachable demeanour, and effectively addressing any concerns or complaints. These exercises provide an opportunity to practice our service delivery, ensure consistency in our customer interactions, and enhance the overall customer experience at Quoffe. For the plan presentation, the role-playing helped the team to deliver a professional attitude and confidence in the plan to the owner and prevent any situations of being at a loss occur.
- 4WARD THINKERS × QUOFFE COFFEE6 Monitoring Mechanism 3: Peer Evaluation Peer evaluation is a crucial way to involve other team members in providing feedback. This process allows us to benefit from diverse perspectives within the team, encourage collaboration, and promote a sense of shared responsibility for delivering exceptional service. During a designated period, team members can take turns observing their colleagues while they serve customers. They can assess communication skills, product knowledge, attentiveness, and overall customer satisfaction. After observing their colleagues, team members can provide feedback and suggestions for improvement in a respectful and supportive manner. This peer evaluation process helps us identify blind spots and uncover areas for growth. It also strengthens our team’s customer service skills and ensures that we consistently provide a positive and memorable experience to our customers. It also helps team members guide each other and avoid free riding.
- 4WARD THINKERS × QUOFFE COFFEE7 LAPORAN SERVIS PROJEK SULAM 4WARD THINKERS × QUOFFE 1. AKTIVITI / TUGASAN BIL. TARIKH / HARI / MASA BUTIRAN PENGESAHAN PEMILIK SYARIKAT 1. 11/04/2023 Selasa 02:00 petang – 04:00 petang Perjumpaan pertama bersama pemilik syarikat Quoffe, Encik Lam Ci Kin. • Penerangan objektif SULAM 4ward Thinkers kepada pemilik syarikat Quoffe. • Perbincangan latar belakang syarikat dan mendapatkan maklumat berkenaan syarikat Quoffe. • Persetujuan dicapai untuk menjalankan servis projek SULAM di syarikat Quoffe selama 9 - 12 jam.
- 4WARD THINKERS × QUOFFE COFFEE8 2. 10/05/2023 Ahad 10:00 pagi – 12:00 tengah hari • Perjumpaan kali kedua bersama pemilik syarikat, Encik Lam Ci Kin untuk menjalankan sesi temu duga. (Rujuk kepada Trankskrip) • Penyerahan surat pengesahan UUM dan menandatangani borang persetujuan (Rujuk kepada Lampiran).
- 4WARD THINKERS × QUOFFE COFFEE9 3. 14/05/2023 Ahad 10:00 pagi – 12:00 tengah hari (2 jam) • Servis kali pertama kami dijalankan di DKG 5. Kami diberikan peluang untuk membancuhkan kopi. • Pekerja sambilan Quoffe telah mengajar kami cara membancuh kopi dengan nisbah serbuk kopi dan sukatan air yang sesuai. • Kami juga menjalankan temu duga bersama dua pekerja sambilan Quoffe secara tidak formal dengan cara perbualan santai.
- 4WARD THINKERS × QUOFFE COFFEE10 4. 15/05/2023 Isnin 06:30 petang – 09:30 malam (3 jam) • Servis kali kedua bersama syarikat Quoffe dijalankan di Dataran PBS. • Kami berpeluang memerhatikan interaksi antara pekerja dan pelanggan semasa memberikan layanan. • Tugasan kami adalah menarik perhatian pelanggan untuk membeli produk syarikat Quoffe dengan ayat slogan yang kreativiti. • Pemilik syarikat juga memberikan tunjuk ajar terhadap teknik promosi dan menerangkan kepentingan slogan dalam perniagaan.
- 4WARD THINKERS × QUOFFE COFFEE11 5. 17/05/2023 Rabu 10:00 pagi – 12:00 tengah hari (2 jam) • Servis kali ketiga bersama syarikat Quoffe dijalankan di DKG 5. • Tugas kami adalah membantu mempromosikan menu baharu, iaitu kopi “Horkasai” dan menarik perhatian pelanggan untuk membeli produk syarikat Quoffe dengan perkhidmatan yang ramah dan bertujuan untuk berkawan dengan pelanggan. • Servis kami turut memfokuskan kepada pengimbasan pelekat kod QR yang terdapat pada permukaan cawan kopi terhadap pelanggan agar berpeluang untuk berkongsikan ‘Quote’ di platform yang disediakan oleh syarikat Quoffe.kepada peminat-peminat kopi Quoffe. • Kami berpeluang memerhatikan perbezaan antara layanan yang diberikan oleh pemilik syarikat dan pekerja-pekerjanya terhadap pelanggan. • Pemilik syarikat juga menekankan kepentingan dan kualiti perkhidmatan mereka terhadap pelanggan asal serta menarik pelanggan baharu.
- 4WARD THINKERS × QUOFFE COFFEE12 6. 21/05/2023 Ahad 10:00 pagi – 12:00 tengah hari (2 jam) • Servis kali keempat bersama syarikat Quoffe dijalankan di DKG 5. • Kami telah membantu syarikat Quoffe untuk mempromosikan kad VIP yang baru diperkenalkan dengan harga RM38 yang berbaloi RM50. • Melalui proses promosi kad VIP ini, kami telah belajar cara untuk memujuk pelanggan membeli kad VIP dan berinteraksi secara mendalam. Kami juga telah berjaya dapat menjual kad VIP kepada beberapa pelanggan.
- 4WARD THINKERS × QUOFFE COFFEE13 7. 24/05/2023 Rabu 10:00 pagi – 12:00 tengah hari (2 jam) • Servis kali kelima merupakan servis terakhir 4ward Thinkers bersama syarikat Quoffe. • Semakin biasa kumpulan kami terhadap perkitaran syarikat Quoffe seperti cara layanan kepada pelanggan, membuat pesanan kopi pelanggan melalui sistem dalam tablet dan membancuh kopi.
- 4WARD THINKERS × QUOFFE COFFEE14 8. 11/06/2023 (Ahad) - 12/06/2023 (Isnin) • Reka dan cetak poster untuk Quoffe untuk menjalankan analisis audiens dengan rebat sebanyak RM1 untuk setiap minuman di Quoffe selama dua hari, iaitu 11/06/2023 (Ahad) hingga 12/06/2023 (Isnin) dalam proses mengoleksi informasi sebanyak mungkin dengan tujuan bagi mengetahui dan memahami pelanggan Quoffe dengan lebih baik
- 4WARD THINKERS × QUOFFE COFFEE15
- 4WARD THINKERS × QUOFFE COFFEE16