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Rachael Lohnes

OGL 260 UNIT 4 REFLECTION PAPER

Throughout the journey of this course, we have discussed the various types of capital

that exist in organizations. Along with the existence of human capital and natural capital, social

capital exists. In this unit, unit four, this course discussed social capital with an emphasis on

relational accountability. This week’s lecture defines social capital as the interpersonal

relationships that create value for people, organizations, and societies. Social capital can occur

at both an individual and collective levels (Castillo). There are various things that can create and

shape social capital including social values and norms, diversity, democratic participation, as

well as a sense of belonging, trust, and safety (Castillo). As people begin to connect and form

ties, their ties will strengthen based on the frequency and quality of their interactions. Social

capital creates value through these interpersonal relationships, providing access to resources

on both a micro and macro level (Castillo). On a micro level, social capital can have an impact

on information, influence, reputation, and shared identity. While on the macro level social

capital can influence stability, structure, and social cohesion (Castillo). An example of social

capital that I have encountered through my job as a Shift Supervisor at Starbucks involves social

capital on a micro level. Working in a Starbucks in suburban Illinois, I am able to create ties with

many different types of people. As much as it is my responsibility to provide customers with a

quality beverage, it is also my responsibility to make a connection with each and every

customer who walks through the door. Starbucks wants to be the consumer’s “third place”,

which involves making every person who walks through the door feel just as comfortable as

they would if they were at their house or their work. Because of this commitment that
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Starbucks has made to communities around the country, it is my responsibility to get to know

everyone. The ties that I form with people while at work carry out into day to day life. Any

Starbucks partner will tell you that they often see customers they know outside of Starbucks. As

you get to know people you begin to create a wide network of people, which then fosters a

shared identity for everyone involved.

The other topic that was discussed in this unit is relational accountability. Relational

accountability consists of two types of accountability, vertical accountability and horizontal

accountability. Vertical accountability involves hierarchy, power relations, and answering to

people who are above us that have control over us (Castillo). When answering to people who

are above us we are looking to be compliant and to meet expectations. Vertical accountability is

important when it comes to how a team operates. While horizontal accountability involves

personal responsibility that we feel to others (Castillo). This type of accountability involves

personal meaning, individual identity/ reputation, and peer-to-peer learning (Castillo).

Reciprocating is important when it comes to horizontal accountability. When at work I

experience vertical accountability daily. As a shift supervisor, there are several managers above

me. The people in power above me include my store manager, my district manager, and the

regional manager. Every Sunday the closing shift supervisor is responsible for completing an

inventory count. While I am the one counting the inventory, my store manager holds me

accountable for correctly making sure everything is correctly accounted for, and the district

manager holds my store manager accountable for having the correct inventory levels, waste

levels, and profits, the regional manager holds the district managers accountable for the overall

profits of the stores in their district as a whole.

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The stakeholder analysis that I completed for Starbucks showed me a lot about the

company as a whole. The system frame consisted for four categories; people, public image,

product, and location. The biggest part asset to Starbucks as a company is their partners.

Starting off, Starbucks refers to their employees as ‘’partners”. Starbucks partners are the face

of the company. Starbucks partners receive many benefits because they are such a critical part

of the team. Partners receive health insurance, a 401k, ability to earn sick time and vacation

time, tuition reimbursement, and so much more (Corporate Social Responsibility). The best

thing about this is that all partners are eligible for these benefits whether they work full time or

part time. The product is another large part of the Starbucks system frame. Starbucks provides

quality products while also supporting ethically sourced ingredients and promoting

sustainability(Corporate Social Responsibility). Being environmentally friendly is something that

consumers find attractive about the Starbucks brand. Additionally, their public image relies on

Starbucks being a “green” company. Some of the things that influence the positive public image

of Starbucks is the opportunity for youth to access skills and training that are necessary to

succeed in the economy, commitment to support the military and veterans, while promoting

diversity, inclusion, healthcare, and education (Corporate Social Responsibility). The integrity of

the Starbucks brand has a global impact. When looking at Starbucks on a global level, the can

be found in America, Canada, the United Kingdom, china, Japan, Mexico, and many more

countries. Starbucks is not only accusable globally, they are globally responsible (Corporate

Social Responsibility). Starbucks supports the farming communities in the coffee producing

countries where they ethically source their products and ingredients (Corporate Social

Responsibility). Overall the Starbucks system frame truly shows all the various categories that
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stakeholders must consider and keep an eye on. Through their dedication to people and the

environment, Starbucks truly upholds an honorable reputation on both a macro and a micro

level.
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REFERENCE PAGE

Castillo, E. A. (2018, April 01). Social Capital & Relational Accountability. Retrieved September

17, 2018, from https://www.youtube.com/watch?

v=WVGNfSce2iU&feature=youtu.be

Corporate Social Responsibility |Starbucks Mission Statement. (n.d.). Retrieved September 18,

2018, from https://www.starbucks.com/responsibility

(Corporate Social Responsibility)