Professional Documents
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01 - DMT - Your Role
01 - DMT - Your Role
Your Role
DISTRICT MANAGER TRAINING (DMT)
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DISTRICT MANAGER TRAINING YOUR ROLE
Table of Contents
Introduction 4
The plan 5
Achieving success 9
Your DM Approach 11
Your training 14
Notes 21
Welcome!
*portfolio of stores means all the stores you support in your district
Your role
Our partners
We want our partners to love working for Starbucks! We know that their
experience is crucial to our continued success. You have a unique
opportunity to inspire and support partners in their journey at Starbucks.
• Listen and connect with your team on a regular basis using
a growth mindset
• Create an inclusive environment and promote teamwork
• Support your store managers in their development, coach them to
elevate performance, and help them achieve their professional goals
ACTIVITY
Our store teams do everything they can to make every moment right for Describe two examples of ways you can ensure store teams demonstrate
customers; it is what we are known for! In fact, our customers have told a passion for customer service:
us the number one reason they return to Starbucks is because of the
connections our baristas make with them. Our Customer Service
Commitment emphasises behaviours our customers say have the 1.
largest impact on these connections. Our future growth aspirations and
partner happiness depend on training baristas and engaging customers
to make every moment right.
High standards for operational excellence help Starbucks to deliver We have a great organisational structure in place to support our partners
a high-quality, consistent and exceptional experience for customers. and our customers. You report to a regional director (RD) or Operations
Our Annual Operation Plan (AOP) provides focus for the key business Manager (OM) and directly manage a team of store managers (SMs).
goals that will drive district, regional and company growth.
Always make sure you:
ACTIVITY
• Know the business, your role in the broader picture
Identify the structure of your organisation. Then take a moment to review
• Are ready to prioritise and plan how your role fits into it.
• Role model problem solving and coach your partners to
continuously improve
To achieve goals, we must deliver our best each day—one person, Discuss each of the elements of performance with your leader.
one cup and one neighbourhood at a time. Review how they relate to the unique strengths and needs of your
district and team
Successful performance means:
Locate and review the District Manager Success Profile and or job
Achieving Results: Your accomplishments, outcomes description if available in your market.
and the impact you have on the overall business
You will:
• Impact the professional growth and development of your store managers
• Drive your business through living Our Mission and Values
• Role model and guide your teams in creating the Starbucks Experience for partners and customers
We could not be more proud to have you join our team as a Starbucks district manager.
ACTIVITY
Watch the video or read the video script “What do you love about being a DM” if available.
Your DM Approach
Creating your DM Approach is about balancing your work to put you in the best position to support your
store managers' plans. It allows you to calendar time to complete your Field Work and Preparation Work.
You will practice your DM Approach throughout your training; it will be the framework that supports your
work once you are in your district.
OPERATIONS ACTIVITY
Portfolio Responsibilities
LEADERSHIP ACTIVITY
Business Analysis and Culture & Effective Coaching for Performance
Prioritising and Planning
Problem Solving Communication and Development
Understands how to Has plans in place to Inspires partners to deliver on our Helps partners create development
achieve top priorities and achieve established goals Mission & Values and ensures plans and has meaningful coaching
removes obstacles that are and space to adapt to the they have the information they conversations that
a barrier to excellence unexpected need to achieve goals drive performance
Operational Excellence
As a component of Operational Excellence, your DM Approach enables you to spend time where it is most-needed to build capability and deliver key
priorities. Your personal approach includes:
Your approach to Operational Excellence provides a common language and consistent approach to our work across the retail field.
Your team will know what to expect from you. Your leader will understand your work and be able to support you more effectively.
Business Analysis Attend or Host Meetings Prioritise and Plan Field Work Complete Administrative Activity
Planning Period Visit Observe and Coach Visit Quick Connect Performance and Development
(1 per store/planning period) Visit
Check – Audit things that Assess how the store Connect to build relationships Dedicated one-on-one time with a
must be documented for manager's plans are coming and accelerate results partner to discuss their development
legal, regulatory or to life. Provide teaching, coaching
contractual purposes. and encouragement to build
Prioritise and Plan – Create SM capability.
plans for the upcoming period.
You will lead and empower your team to deliver their best and create the
Starbucks Experience for customers and each other. You will assess the
key drivers of the business across a diverse portfolio of stores, solve
problems and coach to drive results.
Your approach provides a structure to help you focus your efforts and
deliver on key priorities. It provides the framework and resources for your
leadership and operational activities, allowing you to support
foundational skills that are practiced every day in our stores.
The dimensions of your approach are:
Leadership Activities
Operations Activities
Portfolio Responsibilities
This is also the structure of your training. Let’s take a closer look.
Managers need to be prepared and have plans in place You will spend time having meaningful conversations that drive
to achieve established goals. Your plans should include performance and build additional capability for the store
time and space to adapt to the unexpected and re-prioritise managers in your market.
when needed. The training on Coaching for Performance and Development
The training on Prioritising and Planning reviews preparation focuses on your market’s performance and development
work, store visits and professional development. Explore process and how to assess capabilities using Learning >
Starbucks goals and how to prioritise your own work. Owning > Advising.
Achieving our goals starts with: You will build leadership capabilities and empower store
• Inspiring all partners to make every moment right for our managers to solve problems and drive results. You will analyse
customers by creating the Starbucks Experience your business to reveal gaps against goals and identify trends.
With this data, you can verify if a store manager is capable of
• Providing the right information at the right time identifying and solving problems related to achieving goals.
Living our culture makes it easier to use Our Mission and Values Your role is to enable the store manager to address obstacles
as a foundation for conversations. and to support them in achieving goals and developing their
problem solving skills.
The training on Culture and Effective Communication reviews
the cultural aspects that shape how we work together and how The training on Business Analysis and Problem Solving
we interact with our communities. Learn key techniques to use provides you with foundational knowledge of the available
when communicating with partners and customers. reporting, as well as the problem solving steps to take as you
identify trends in your portfolio.
.
Portfolio Responsibilities
ACTIVITY
If you are not familiar with the SM Approach, please review the Ops
Excellence Field Guide if available in your store, or review the Your
Role workbook of SMT.
Your approach
The District Manager Training (DMT) program is designed to prepare you for success in your role.
The DMT program is designed to incorporate confident demonstration and sharing as you progress through
your learning. The majority of the training focuses on leadership and team development.
Your training will introduce you to the DM role at Starbucks, focusing on both operational knowledge and
core leadership capabilities required for running your district independently.
You will have plenty of support from others as you complete your training. On the following pages, review
the roles and responsibilities for you and the partners who support you during your training journey.
Your role The role of the trainer The role of your manager
As a learner, you will: The peer who is your trainer: Your manager:
• Complete all assigned training topics • Creates and implements the training plan, • Consults on the training plan, in partnership
(per your training plan) focusing on the development of the with the trainer
• Document responses to the discussion critical operational and leadership skills • Confirms you complete all required
questions for each topic and be prepared and behaviours training topics
to review with your trainer or leader • Serves as the primary resource for the • Prioritises additional training as needed
• Complete all activities, challenges initial on‐the‐job training
• Is present and actively prepares for
and experiences • Acts as a role model, individual trainer Connect, Reflect and Share conversations
• Connect with your trainer and leader to and real‐time feedback provider
• Assesses the learning needs by conducting
reflect and share what you have learned • Provides regular feedback to you and regular development discussions in
• Ask questions and seek clarification your leader about accomplishments and partnership with the trainer and PRO
as necessary improvements observed during the training or HR business partner (if applicable)
• Confirms you complete all required • Offers advice and guidance for ongoing
training topics developmental activities
© 2018 Starbucks Coffee Company. All rights reserved. For internal use only 17
DISTRICT MANAGER TRAINING
YOUR ROLE – YOUR TRAINING
Your training
DMT Programme
ACTIVITY
During the DMT programme, your trainer will provide you with
on-the-job experiences which make up your DM Approach:
Take a look at your training plan to familiarize yourself with the activities
• Business Analysis and Problem Solving and connections with your trainer and your leader.
• Prioritising and Planning
• Culture and Effective Communication
• Coaching for Performance and Development
• Portfolio Responsibilities
These topics will become more familiar as you see them throughout
your career as a district manager.
In the weeks following your DMT, work to understand your team, As you continue through your immersion and training, know you
customers and business. are supported. Our goal is to help you to deliver your very best as
When you are ready, you will be able to complete additional training a Starbucks district manager. Learning is continuous, and we are
such as celebrating strengths and identifying growth opportunities within always improving.
your district. This step in the learning process focuses on developing and Again, welcome to the team!
advancing your skills to lead your store manager team.
Continuing on your learning journey, you will be able to further immerse Watch the video or read the video script “What advice do you have for
yourself into Starbucks history and culture, and continue to build the new DMs?” if available.
leadership capabilities in your role.
Once you have been in role for a while, there will be an opportunity to
make a closer connection to our history and organisational culture.
Ongoing development will be available in two forms:
• Formal training , focusing on the needs of the district manager
population as a whole, based on feedback and assessments
• Personalized training, available at the local level, focusing
on the needs of the individual, based on performance
development conversations
You will use a variety of tools and systems to analyse your business, solve problems and support your store
managers. Leverage these tools, as well as existing resources, programs and frameworks, to achieve
operational excellence.
Now that you have heard about your role and learned a few highlights regarding your tools and resources,
it is time to begin your learning journey.
Start with exploring where everything is located. Use Experiences – Your resources to navigate your way
through the rest of your DMT programme and beyond.
Again, we are proud to be your partner! Enjoy your Starbucks journey!
NOTES
NOTES
Overview
Throughout DMT programme, you will have the chance to gain many valuable experiences! Here are some that will help you learn about your resources. Try
to complete these through your own exploration or during your time with your trainer. If you do not have a chance to go through everything below, or struggle
to do so on your own, work with your trainer to schedule time to review things together. Plan to discuss your experiences with both your trainer and leader at
your weekly connections.
Experiences
It is important to be familiar with your resources and tools. You need access to resources and information based on role. You must work with your trainer
to identify what your resources are and how to use them. Together, fill out the table below, continued on the next page.
Communication to you
Customer service
Staffing
Scheduling
Experiences
Inventory
Partner Resources
/ Human Resources
Managing performance
Partner development
Store operations