OGL 481 Pro-Seminar I:

PCA-Structural Frame Worksheet

Worksheet Objectives:
1. Describe the structural frame
2. Apply the structural 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.

In my role as an Assistant Store Manager at Starbucks, I encountered a significant

situation that highlighted the importance of empathetic customer service. A regular
customer entered the store looking visibly distressed, and by engaging in a compassionate
conversation, I learned about their challenges. I responded by not only serving their
preferred beverage but also adding an encouraging message on their cup sleeve. This
experience emphasized the profound impact of meaningful connections in customer
interactions.

Describe how the structure of the organization influenced the situation.

Starbucks' organizational structure had a big impact on this problem. Starbucks

has a decentralized structure that allows store managers to make decisions that favor the
customer experience. This structural flexibility enabled me to have normal conversations
and respond imaginatively to the emotional condition of the customer. Because of the
organization's emphasis on creating a great customer experience and attend to everyone’s
individual need, which was underpinned by clear guiding principles in the company, I
was able to adjust my approach to the circumstance without requiring significant
bureaucratic permission. This liberty inside a well-defined framework allows individuals
to think on their feet, establishing a customer-centric and entrepreneurial culture. This is
why when the textbook describes frame “is a coherent set of ideas or beliefs forming a
prism” (Bolman, 2021, p. 45) and taking an objective at how Starbucks operate, I
completely agree.

Every partner at Starbucks views work through a particular lens that allows them
to optimize the customer well-being by serving coffee while also maintaining a healthy
work-life balance. In my second year at Starbucks, I've come to recognize that the
structural format extends beyond the realm of retail stores, offering opportunities for us to
tap into diverse avenues. Grasping these "goals and objectives and devising a strategy"
(Bolman, 2021, p. 50) holds significant potential, as it enables the store to gain

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 recognition from the corporate level, potentially leading to expansion and an enhanced
customer-friendly environment.

Understanding the organizational goals and objectives that Starbucks sets forth
provides a crucial roadmap for store-level decision-making. It aligns our efforts with the
broader mission of the company, reinforcing the significance of consistent customer
satisfaction and meaningful experiences. This awareness encourages us to explore
strategic opportunities beyond the immediate retail environment. By following the
strategic framework, not only can we ensure that each cup of coffee embodies Starbucks'
commitment to excellence, but we can also contribute to the store's visibility on a larger
scale..

Recommend how you would use structure for an alternative course of action
regarding your case.

To leverage structure for an alternative course of action, I would propose

implementing periodic cross-functional team meetings to share insights and best
practices. This would ensure that the empathy-driven approach, which played a pivotal
role in the situation, is consistently upheld across various teams. Additionally, creating a
platform for customer feedback that directly reaches decision-makers would facilitate
agile responses to evolving customer preferences and emotional needs. This structure
would foster a continuous feedback loop, enabling adaptive strategies while maintaining
the core values of personalized service.
To have a specific course of action that proves effective, it must be a "conscious
and intentional course of action" (Bolman, 2021, p. 52) meticulously designed to bring
about the precise changes we intend. This realization has been a cornerstone of my
journey at Starbucks, where I've seen how purposeful strategies are essential for driving
meaningful transformations. As I've matured within the organization, this understanding
has become a guiding principle in navigating complexities and making impactful
decisions. Bolman's insight underscores the importance of being deliberate in our
approach to change.

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

Reflecting on this situation through the structural frame, I would emphasize even
more the importance of clear communication within the team. Open dialogue regarding
the outcomes of such customer interactions could lead to shared insights and innovative
solutions. I would also explore the creation of a repository of successful customer
engagement stories, allowing employees to draw inspiration from each other's
experiences. Learning about the structural frame underscores the significance of striking
a balance between autonomy and coordination, ensuring that while individual initiatives
are celebrated, they are also aligned with the overarching organizational goal.

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 Reference:

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