John Heredia

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.

I serve as the Assistant Store Manager at a Starbucks location within a retail complex.
Our store faces operational challenges, including long customer wait times, high staff
turnover, internal tension, sustainability issues, and ethical complaints. My role involves
managing daily operations and assisting the Store Manager in decision-making.

2) Describe how the structure of the organization influenced the situation.

The organization's structure plays a significant role in the situation at hand. Starbucks, as
a large corporation, has a hierarchical structure with clear chains of command and
operational guidelines. Our store's internal structure, however, contributes to several
challenges:

• Communication Breakdown: The hierarchical structure sometimes hinders

effective communication. Baristas often don't feel comfortable sharing their
concerns with higher management due to perceived barriers, leading to
unresolved issues.
• Role Ambiguity: The roles and responsibilities within the store are not well-
defined. Baristas are sometimes unsure about their specific tasks, which can lead
to inefficiencies, especially during peak hours.
• Lack of Autonomy: Store-level managers like myself have limited autonomy in
making decisions related to staffing, promotions, and customer interactions. This
can be frustrating when we need to address issues quickly.

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

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John Heredia

To address these structural issues and improve the situation, I would recommend the
following alternative course of action:

1. Flatten the Hierarchy: Encourage a more open and collaborative atmosphere within
the store. Implement a more flattened hierarchy where baristas feel comfortable
discussing their concerns and ideas directly with managers. This can be achieved by
conducting regular team meetings and providing opportunities for input.
2. Clear Role Definitions: Develop clear job descriptions and responsibilities for each
position within the store. This will help baristas understand their roles better, reduce
ambiguity, and enhance operational efficiency.
3. Empower Store Managers: Provide store managers, including the Assistant Store
Manager, with more decision-making authority, especially in areas like staffing,
training, and addressing customer complaints. This will enable faster responses to
issues and a more agile approach to problem-solving.
4. Cross-Training: Implement a cross-training program to equip baristas with a broader
skill set. This will not only improve their job satisfaction but also ensure that
everyone can step in during peak times, reducing customer wait times.

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

In hindsight, understanding the importance of the organization's structure and how it

influences the situation has highlighted the need for more flexibility and open
communication within our store. If I had a better grasp of the structural challenges earlier,
I would have taken steps to foster a more inclusive and collaborative work environment.

Moving forward, I will be more proactive in encouraging feedback from the team,
defining clear roles, and advocating for more decision-making authority at the store level.
These changes should help address the structural issues that have contributed to our
current challenges and improve our store's overall performance and employee
satisfaction.

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John Heredia

Reference or References

Bolman, L. G., & Deal, T. E. (2017). Getting organized. In Reframing organizations: Artistry,
choice, and leadership (6th ed.). John Wiley & Sons.

Bolman, L. G., & Deal, T. E. (2017). Structure and restructuring. In Reframing organizations:
Artistry, choice, and leadership (6th ed.). John Wiley & Sons.