Operational Standards of Kinko's Stores

Operational standards can easily be implemented in the majority of Kinko's stores because they are not franchised, and the parent company basically controls the operation. It makes sense, however, that local managers have certain options. As the case study indicates, some copiers handle black and blue, while others handle yellow, and in the example illustrated, near Tulane University, students who underline in yellow go to the Kinko's whose copiers have the capability for cop7ying that yellow underlining.

It is also interesting to note that this particular regional manager obviously makes certain that her employees understand the need for excellent customer service. The fact that Kinko's does little or no advertising, existing and growing through repeat business and word of mouth, means that customer satisfaction grows the business, not the pricing.

Standardization and corporate control also means that, unlike franchise

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