OGL 481 Pro-Seminar I:

PCA-Human Resource Frame Worksheet

Worksheet Objectives:
1. Describe the human resource frame
2. Apply the human resource frame to your personal case situation

Complete the following making sure to support your ideas and cite from the textbook and other
course materials per APA guidelines. After the peer review, you have a chance to update this and
format for your Electronic Portfolio due in Module 6.

1) Briefly restate your situation from Module 1 and your role.

The situation that I previously described in module 1 revolved around the continuous
disruption of flow in Starbucks’ Supply Chain, as it quickly funneled down to the store
level during and post pandemic. The rise of COVID-19 cases surging up throughout the
pandemic, being short-staffed in the warehouses, and facing inflation were the factors
that contributed to all of this. With these shortages, many partners and I were unable to
fulfill certain orders for customers, something that rarely happens. Month after month,
different products depending on the market would not get syrups and other items, leaving
us unable to provide each customer with a satisfied customer service experience. My role
as a Shift Supervisor is to make the moment right and try to deliver the same experience
they would have if we had not been facing these issues. This also left me in a position
where I had to coach and support my partners, as we navigate how to handle these new
arising issues. This included, making sure our inventory was accurate in our POS system
to correctly reflect our menu on our mobile app. As well as being open and transparent
within our community at the store, as we guide and be there for them within the entire
process.

2) Describe how the human resources of the organization influenced the situation.

Starbucks is known to be a company that invest in hiring the right people to carry out
their purpose. Starbucks was one of many companies among others that had to voice the
issues they were facing during the pandemic. In this case, I was able to make the
connection of this time frame and supply chain issue with the fact that, “When the fit
between people and organizations is poor, one of both suffer” (Bolman & Deal 138). This
left them in a position that needed caution upon approaching a delicate issue. The human
resources continuously had to figure out how to keep their employees during a tough
time, while also keeping their promise to nurture their community.

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 3) Recommend how you would use the human resources for an alternative course of
action regarding your case.

I feel that the pressure that was added during this time lead human resources no time in
carefully being able to adjust their relationship with partners and customers. As they were
eager to make progress of the situation, the road to recovery was still going to affect
every individual in the workplace and as customers. I believe the communication and
feedback should have been able to ease the tension of the situation and could have turned
to their partners for help. It could be that they might have felt obligated to do everything
they can in that moment amongst something that showed us how unprepared we were to
face issues out of the Pandemic.

4) Reflect on what you would do or not do differently given what you have learned
about this frame.

Given what I have learned from this frame, I learned that we all had to do what was best
to maintain the relationship between partners and customers in the Starbuck’s
organization. I have also come to terms with the sole fact that every position in this
company faced the same complexity of issues as others. Although we were unprepared,
what was consistent is the fact that we still had the relationship within the organization
and people. I feel that as a supervisor throughout all of this, I could have empowered the
people of my community to realize this all along. Yes, the Supply Chain issues were
drastic and unfortunate, but it would only strengthen the bond of the community.
Starbucks has always given their communities the skills to nurture the souls that walk
through the doors. We have always had these instilled in our approach, I think we needed
to be reminded that we were still fortunate to maintain our relationships within the
communities we serve.

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 Reference

Bolman, L. G., & Deal, T. E. (2021). Reframing organizations: Artistry, choice, and leadership

(7th ed.). San Francisco, CA: Jossey-Bass