$20 Bonus + 25% OFF
Securing Higher Grades Costing Your Pocket? Book Your Assignment at The Lowest Price Now!

Sustainable Policy : Superior Customer Service

tag 0 Download12 Pages / 2,830 Words tag Add in library Click this icon and make it bookmark in your library to refer it later. GOT IT


Discuss about the Sustainable Policy for Superior Customer Service.



MacVille has always been committed to provide superior customer service. In order to conduct the business in a more sustainable way a new sustainable policy has been developed. The sustainability at MacVille will involve social, economic and environmental implications. The policy will ensure economic sustainability by creating value for all stakeholders. The purchasing practices of the company will support its mission and vision. The coffee selection would be organic providing maximum benefit to the farmer.  The policy will lead to social sustainability, as the rising income will help in individual growth and self-fulfilment. The policy involves customer education on living a sustainable lifestyle and its benefits. This component involves labelling of the organic and local food items for creating awareness among consumers.  The policy targets environmental sustainability through recyclable packaging and low impact growing practices. It targets waste reduction through composting and recycling. Thus, this policy is in alignment with the company’s goal of serving high quality coffee in a comfortable cafe-style environment.

Consultation plan

In order to develop and implement the sustainable policy the staff, local community, customers, suppliers, local community and other stakeholders of the company will be consulted. The key stakeholders includes the board of directors of Macville, the project manager for the takeover of the existing Hurley’s café Mr. Peter Smith, the existing staff, customers  and the landlord of Hurley’s café.  The customers will be consulted through surveys to receive their valuable feedback on ways to reduce environmental impact. The other stakeholders will be consulted through meetings and sessions to identify the changes required regarding sourcing of beans, and improvement in infrastructure to make a sustainable business.

To reduce energy consumption the company will focus on employee awareness, waste reduction, and sustainable land management and reduce energy consumption. Some of the environmental strategies that will be implemented are-


The company will promote sustainable farming to provide farmers with better conditions to live and develop healthier environment. The coffee farming will remain “organic, shade grown and Fair trade certified” as it is already collaborating with Rainforest Alliance. The coffee beans will be purchased from certified farms. Beans will be purchased from the suppliers who take care both of the labours and the environment. Beans will be sourced from different farms that are of higher yield and better quality such that it tastes better than the commodity coffee. The farmers will be trained to replace the natural nutrients of the land using organic matter and the fertilisers and use composted coffee pulp under and between the coffee trees. Coffee pulp can reduce upto 20% of the cattle feed containing commercial concentrates. This will increase the yield over time, enhance the quality of coffee and minimise the pollution Only when the growers produce coffee in a right way that the industry can be changed positively (Kolk 2013).

The company will use the philosophy of “reduce, re-use and recycle” (Lebel et al. 2014). The drinks will be served in the ceramic mugs. It will help reduce the amount of cutlery, cups and paper waste generated. This will reduce the carbon footprints of the cup of coffee. The company will introduce the system of offering ten cent discount to the customers for bringing their own refillable mugs and allow them to use china mugs and plates while dining. This will create environmental stewardship. Only cups manufactured from polystyrene would be used as it is recyclable (Levy et al. 2015). The backyard of the coffee house will be designed for source separation, recycling and composting. It will remove toxic materials and hazardous substances from the environment.

Further, a water tank will be installed in the courtyard to prevent the breach of water and avoid the fines imposed by the government for excess loss of water. The kitchen will contain spray for low water consumption. The pre jet wash will reduce water consumption by 30%. The kitchen will be installed with latest glass washer, dishwasher, and washing machine that consume low water and energy. The kitchen will be fitted with induction hob that works with an electromagnetic field. It saves energy as the temperature changes are instantaneous. Therefore, it will eliminate the need of maintaing the oven at 2000C at all times and hence improve the resource efficiency (Joyce and Paquin 2016).

The coffee store will be modified incorporating the ecofriendly principle. Unnecessary lightening will be avoided in the shop and switch the lights to LED bulbs. The refrigerated storage rooms will be covered with strip curtains. Internet facility will be provided in the stores to educate consumers about reducing paper usage. Staff training and development will be initiated to encourage them to give new ideas and take more initiatives. To increase consumption and market development actions will be taken such as opening of more stores in the surrounding shopping centres. Further, implement the current by-law that is to expand the store’s footpath dining and put more tables and chairs outside the premises    (Matzler et al. 2013).


Implementation plan

The organisation will implement the sustainable policy that includes various steps. Firstly, it will create framework that involves the series of steps and later each of the steps will be executed. The board of directors will develop a framework containing annual programme of activities. The contents of the strategic action plan will be used to draft policies and make recommendations about the activities. It includes prioritisation of sustainability practices and development of written policies and procedures manual for the staff mandating its strict implementation.  The manual will contain information on correct storage techniques and correct handling and disposal techniques and correct storage techniques.

The first step for, Mr Smith is to initiate the rebranding of Hurley’s cafe where as an assistant manager my job is to get the coffee shop renovated in six months times. The second step is to get branded suppliers as quickly as CBD Brisbane could and invest one month for it.  

Thirdly, it is essential to know the root cause of arising problems during the execution of the plan such as excess water usage, neglecting the watering of non-native flowering plants and high electricity consumption while baking items which will be monitored by the project manager and may take 3 months of time. The project manager Mr. Smith will address as to how to bring other resources into the equation or what is the extent of change since the execution.

Fourthly, the project manager will conduct assessment of individual compliance with the plan is essential. It helps to identify if the staff is following the instructions given regarding the ecofreindly practices such as dumping of kitchen waste, offering of ten cents to customers using refill mugs and similar others. This may consume one month to collect feedback from the staff and address their concerns while looking at other firms for suggestions (Matzler et al. 2013).

Fifthly, additional two months will be invested in instructing, educating and coaching the staff throughout the plan. Lastly, a system of monitoring and evaluation will be established to assess the progress of the implemented plan and will continue for three months (Agnew et al. 2014).  

Performance indicators

The five performance indicators for the sustainable policy are

  • meetings of the stakeholders and other bodies for the strategic goal of policies and solutions to strengthen the organisation followed by missions and briefing on the annual activities of the company
  • Dissemination of the policy documents for implementation of plan
  • Number of meetings, sessions and round table organised to encourage the development and dissemination of knowledge on the business economy.
  • Increased awareness of the sustainability issues to promote sustainability and implementation of coffee quality standards to promote a sustainable coffee business
  • Environmental impact indicator and water productivity to capture resource efficiency for a second critical environmental resource (Hirschnitz-Garbers 2017)

Resource efficiency procedure

The resource efficiency targets include 20% increase in energy efficiency. The target is to reduce the use of resources while supporting the economic performance. The target is to reduce the water consumption by 20%. The other target is to install the energy management system to optimise the heating and cooling in the kitchen. Further drive energy saving in the stores through optimisation of lighting and equipment of specification. Another target is to reduce energy use by focusing on the advancing renewable energy sources through our purchasing practices. The target is set by implementing policy that if the set standards are found with noncompliance then penalty will be imposed on the person responsible. It will ensure achievement of set targets (Hirschnitz-Garbers 2017).

The strategies to improve the resource efficiency include capturing the environmental impacts with the help of environmental impact indicator. The water productivity by sector would be the other indicator to capture resource efficiency. Assessment of the staff responsibilities and system management are other strategies for improving resource efficiency. Particular staff responsibilities involve the staff to consider that it is an integral part of the business responsibility to manage the environment. There is a need to produce cleaner team and nominate team leader. The environmental responsibilities for example energy efficiency will be integrated into position descriptions (Carroll and Buchholtz 2014).

Regular feedback and audits will help in monitoring and evaluating the success of the strategies. It is the responsibility of the assistant manager to use trained staff for monitoring of environmental performance and to review the whole system annually (Kolk 2013).

Recording systems

The project manager will be responsible for storing and maintaining records related to the policy. The record includes the measure and track of the resource usage such as ingredients, water and energy. The record also includes regular assessment of environmental performance. It further includes data of maintenance and material safety and other related data sheet manuals in an easily accessible place. It is the responsibility of the project manager to keep the records up-to-date. It is essential to keep the current records up to date while managing the historical records effectively. It will help in determining the cost attribution of  each waste product (Von Geibler et al. 2016). These records will be used to devise reports to in terms of products to be sold. It is useful to track usage rates of raw materials for example the waste output rates, number of spills, product yields provided the records must be consistent. These records keeping is essential for establishing regular reports for major resource consumables including energy and water. The consumptions will be recorded on the basis of per unit production instead of time. According to Dahmus (2014), the records of measurement of resources consumed and the amount of waste produced will better help in managing the business improvement specifically in terms of increasing efficiency and waste reduction.


This section deals with evaluation and review of sustainable policy developed for MacVille café. Evaluation and review are essential for ensuring improvement in performance. It helps to determine if the goals are reached and take informed decision. Sustainable policies require integrated approach to plan and implement (Winn et al. 2012). The rationale for evaluation is to demonstrate the results and identify the challenges in implementation and to set standards

The evaluation of sustainable policy thus requires a blueprint with the in-house evaluation team that comprises of project manager, directors and the assistant manager at MacVille. It will be followed by anticipating the data collection needs and laying strong foundation. This step provides an opportunity to reflect on the cost-effectiveness of the program, stakeholder support, staffing structures, participant outcomes, and others. After getting a clear sense of the information needs a comprehensive data collection system will be designed to gain information on processes and on system (). For data collection there is a requirement of subsequent engagement in conducting audits, survey, and direct interview. It involves the investigation of what happened, and its immediate consequences and what are the alternate solution. This step will be followed by creating a baseline data. This data will be related to say staff morale for example number of staff taking advantage of flex-time arrangements in the store. The staff survey is used to measure the morale before and after the policy implementation. Prior to program implementation, base line data is essential to avoid any biasness (Ingenbleek and Reinders 2013).

 Finally, the program can be implemented with added changes. For effective evaluation, any deviation from the program design will be avoided and any changes required will be documented and incorporated in the final assessment program. At this stage, a complete evaluation design will be produced. It is usually comprised of important research questions, methodological strategies to get the answers, comprehensive data collection plan and its analysis and description of its final evaluation. The obtained results can be used repeatedly as identifying the short-term milestones can signal for achieving long-term goals (Hutchinson et al. 2012).

The review of the workplace sustainable policy implementation will firstly involve the monitoring of records maintained. It helps to identify the trends that need an action for immediate remedy. The remedial action will then promote continuous performance improvement. Hence, in this case the data collection and reporting will follow the TRACE reporting method (Iasevoli and Massi 2012).


The principle of TRACE reporting (Winn et al. 2012) are-

  • Transparency- facilitates data interpretation based on organised documents
  • Relevance- serve organisational needs which in turn helps in making informed choices or decision making
  • Accuracy
  • Consistency- measures and procedures for sustainability should be implemented consistently such that it can easily be compared over time
  • Entirety- it refers to having clearly defined boundaries with relevant sources

To keep the sustainable policy focused and directed monitoring and revising the policy is essential in terms of expected goals. Evaluating particular process say implementation of refill mugs in the café will help in identifying if the company’s needs are served. Hence, it would be feasible to take new initiatives and highly motivate the staff to gain continued excellence in work while keeping high communication. However, to implement best possible sustainable policy it may have to undergo several iterative changes of removing bugs and developing cures for them. It is this iterative process of assessment and adjustment which links the evaluation to sustainability. The sustainability procedure may have to be revised if it is found that a particular staff member is dedicated towards improvement while others are acting merely for the sake of job. If a particular policy in place sacrifices worker’s efficiency it is likely to fail. Secondly, the review provides insight into required modification of sustainable policy if any for desired improvements (Murthy and Naidu 2012). Change can always be initiated if there are better ideas in the market or in response to government regulations after consulting with the key stakeholders (community members, staff, board members, program staff, and clients) of MacVille.



Agnew, L., Toskin, S., Miller, A., Bloss, C. and Goldberg, K., 2014. Planning for a Sustainable Riverside Café at Ohio State.

Carroll, A. and Buchholtz, A., 2014. Business and society: Ethics, sustainability, and stakeholder management. Nelson Education.

Dahmus, J.B., 2014. Can efficiency improvements reduce resource consumption?. Journal of Industrial Ecology, 18(6), pp.883-897.

Hirschnitz-Garbers, Martin. "Resource Efficiency Targets And Indicators". N.p., 2017. Web. 24 Jan. 2017.

Joyce, A. and Paquin, R.L., 2016. The triple layered business model canvas: a tool to design more sustainable business models. Journal of Cleaner Production, 135, pp.1474-1486.

Kolk, A., 2013. Mainstreaming sustainable coffee. Sustainable Development, 21(5), pp.324-337.

Lebel, L., Lorek, S. and Daniel, R., 2014. Sustainable Production Consumption Systems. Springer.

Levy, D., Reinecke, J. and Manning, S., 2015. The political dynamics of sustainable coffee: Contested value regimes and the transformation of sustainability. Journal of Management Studies.

Matzler, K., Bailom, F., Friedrich von den Eichen, S. and Kohler, T., 2013. Business model innovation: coffee triumphs for Nespresso. Journal of Business Strategy, 34(2), pp.30-37.

Von Geibler, J., Cordaro, F., Kennedy, K., Lettenmeier, M. and Roche, B., 2016. Integrating resource efficiency in business strategies: a mixed-method approach for environmental life cycle assessment in the single-serve coffee value chain. Journal of cleaner production, 115, pp.62-74.

Hutchinson, D., Singh, J. and Walker, K., 2012. An assessment of the early stages of a sustainable business model in the Canadian fast food industry. European Business Review, 24(6), pp.519-531.

Iasevoli, G. and Massi, M., 2012. The relationship between sustainable business management and competitiveness: research trends and challenge. International Journal of Technology Management, 58(1/2), pp.32-48.

Ingenbleek, P.T. and Reinders, M.J., 2013. The development of a market for sustainable coffee in the Netherlands: Rethinking the contribution of fair trade. Journal of Business Ethics, 113(3), pp.461-474.

Murthy, P.S. and Naidu, M.M., 2012. Sustainable management of coffee industry by-products and value addition—A review. Resources, Conservation and recycling, 66, pp.45-58.

Winn, M., Pinkse, J. and Illge, L., 2012. Case Studies on Trade?Offs in Corporate Sustainability. Corporate Social Responsibility and Environmental Management, 19(2), pp.63-68.


Cite This Work

To export a reference to this article please select a referencing stye below:

My Assignment Help. (2018). Sustainable Policy : Superior Customer Service. Retrieved from

"Sustainable Policy : Superior Customer Service." My Assignment Help, 2018,

My Assignment Help (2018) Sustainable Policy : Superior Customer Service [Online]. Available from:
[Accessed 28 May 2020].

My Assignment Help. 'Sustainable Policy : Superior Customer Service' (My Assignment Help, 2018) <> accessed 28 May 2020.

My Assignment Help. Sustainable Policy : Superior Customer Service [Internet]. My Assignment Help. 2018 [cited 28 May 2020]. Available from:

Getting nightmare regarding pending chemistry assignment? Then it is high time you consider hiring chemistry assignment help service of We at deliver quality subject specific assistance on more than 100+ subjects. For us, students' need is foremost, and we work round the clock to offer science, humanities and commerce assignment help. Among Commerce wing, our one of the most popular services is capital budgeting assignment help. In science segment, we have gained popularity with biology assignment help.

Latest Samples

COIS13013 Business Intelligence 2

Download : 0 | Pages : 7

Answer: Part A: Visual DSS 1: NPV Model Process Code: *Columns *Years 2018,2021 *Rows Initial investment(0) = 1750000.00 '.2 Initial Market (0)= 420000 Market Growth = 0.15'.2 Market Share = 0.10'.2 Expected market = Initial Market;Expected market(-1)*1.15 Sales Volume = Expected Market*Market Share Estimated selling price = 55.00 '.2 Cost of production = 25.00 '.2 Total Revenue = Sales Volume*Estimated selling Price '.2 Cost...

Read More arrow

SRR782 Research Methodology

Download : 0 | Pages : 10
  • Course Code: SRR782
  • University: Deakin Business School
  • Country: Australia

Answer: Title: Reduction Of Construction Wastes During Construction Work Of Large Scale Projects In Developing Countries Section 1: Annotated Bibliography Miquel Casals, Núria Forcada, Marcel Macarulla, Analysis of the implementation of effective waste management practices in construction projects and sites, December 2014, Volume 93, 38 “Current waste generation rates are still below predicted levels, and the infrastru...

Read More arrow

HSC230 Cultural Safety In Health

Download : 0 | Pages : 2
  • Course Code: HSC230
  • University: Charles Darwin University
  • Country: Australia

Answer: Importance Of Effective Communication And Health Literacy In A Culturaly Safe Healthcare Environment. What is health literacy Health literacy is termed as the ability of a person to comprehend and act on information concerning health. The origins are based on the promotion of health, which is a personal ability developed through education. Strategies set to ensure reduced health illiteracy include development of: under...

Read More arrow

AC4410 Accounting And Finance 2

Download : 1 | Pages : 10
  • Course Code: AC4410
  • University: University Of Central Lancashire
  • Country: United Kingdom

Answer: Introduction: Sky plc is a European media and telecommunication company which is situated in London, UK. The key products of the company are direct broadcast satellite, broadband, telephony services, broadcasting, pay television etc. the total revenue of the company was € 12.916 billion in 2017. Currently, 21 million subscribers are entertained by the company and 30,000 people are employed by the company (Home, 2018). The company...

Read More arrow

EVT101A-Event Concept And Design

Download : 0 | Pages : 3

Answer: Event Concept National Congress of Australia’s First People has arranged an event gathering where the members and board will be participated to discuss the previous year’s activities and the successful initiative. The discussion of Goldblatt’s Five ‘W’s will provide the clear idea about the event concept. The discussion is provided below: What: The event is organized by the Board of Six Directors to di...

Read More arrow

Save Time & improve Grade

Just share Requriment and get customize Solution.

We will use e-mail only for:

arrow Communication regarding your orders

arrow To send you invoices, and other billing info

arrow To provide you with information of offers and other benefits




Overall Rating



Our Amazing Features


On Time Delivery

Our writers make sure that all orders are submitted, prior to the deadline.


Plagiarism Free Work

Using reliable plagiarism detection software, only provide customized 100 percent original papers.


24 X 7 Live Help

Feel free to contact our assignment writing services any time via phone, email or live chat.


Services For All Subjects

Our writers can provide you professional writing assistance on any subject at any level.


Best Price Guarantee

Our best price guarantee ensures that the features we offer cannot be matched by any of the competitors.

Our Experts

Assignment writing guide
student rating student rating student rating student rating student rating 4/5

3076 Order Completed

99% Response Time

Emily Wei

Doctor of Philosophy (Ph.D) in Civil Engineering

Singapore, Singapore

Hire Me
Assignment writing guide
student rating student rating student rating student rating student rating 5/5

416 Order Completed

95% Response Time

Tyler Moore

MBA in Accounting

Washington, United States

Hire Me
Assignment writing guide
student rating student rating student rating student rating student rating 5/5

230 Order Completed

97% Response Time

Liya Han

Master Of Science in Geotechnical Engineering (MSc Geotec)

Singapore, Singapore

Hire Me
Assignment writing guide
student rating student rating student rating student rating student rating 5/5

184 Order Completed

96% Response Time

Arapera Billing

Masters in Management, MMgt

Wellington, New Zealand

Hire Me

FREE Tools


Plagiarism Checker

Get all your documents checked for plagiarism or duplicacy with us.


Essay Typer

Get different kinds of essays typed in minutes with clicks.


GPA Calculator

Calculate your semester grades and cumulative GPa with our GPA Calculator.


Chemical Equation Balancer

Balance any chemical equation in minutes just by entering the formula.


Word Counter & Page Calculator

Calculate the number of words and number of pages of all your academic documents.

Refer Just 5 Friends to Earn More than $2000

Check your estimated earning as per your ability




Your Approx Earning

Live Review

Our Mission Client Satisfaction

The work was very professional and easy to understand excellent service; the writer was very detail and followers all instruction. I was very please with the fast service that I received. Awesome work


User Id: 369399 - 27 May 2020


student rating student rating student rating student rating student rating

The structure was very well done. No grammar mistakes. Speedy service. I would highly recommend whoever wrote this.


User Id: 431962 - 27 May 2020


student rating student rating student rating student rating student rating

Did not regret choosing premium. The writer is extremely good and no doubt I am very impressed with his work! Thank you so much!


User Id: 384662 - 27 May 2020


student rating student rating student rating student rating student rating

thank you so much it was great homework ! you made it in 24 hours , Im happy to work with you.


User Id: 359586 - 27 May 2020


student rating student rating student rating student rating student rating
callback request mobile
Have any Query?