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MHR 318 Starbucks
MHR 318 Starbucks
STARBUCKS OVERVIEW
Began in Seattle, WA in 1971 Today there are more than 15,000 stores in 50 different countries
Topics
leadership
activities Activities
oMaintenance oHow
Cohesiveness
What are teams? A small group of people with complementary skills who work actively together to achieve a common purpose. Starbucks team members are a team because each member is essential for the functions of Starbucks everyday tasks.
TEAMWORK
What is teamwork? Teamwork occurs when group members work together in ways that use their skills effectively to accomplish a purpose Teams add value to the work processes because working as a team can be more efficient than working alone.
Create a sense of urgency Make sure members have the right skills As a leader, model expected behaviors Find ways to create early successes. Continually introduce new information Have members spend time together Give positive feedback
Make sure members have the right skills Starbucks philosophy: Leave no one behind 24 hours of in store-training about coffee, how to meet, greet and serve customers.
Employees are called "partners" and after employees are hired, they are given more training and knowledge of how to be a part of Starbuck's team.
STARBUCKS EXAMPLES
Create a sense of urgency Employees have a right to participate in revising company policies as well as a manager.
Each staff thinks that they also play an important role in company operating, and they can join to work out a direction of Starbucks. These give employees not only respect, but a sense of participation.
TEAM BUILDING
Making each team member feel like they are a part of a family, and not just a number
Starbucks discovered that their employees worked harder when they felt valued.
Forum
5. Evaluation of results
Periodic meetings that implement the team-building steps Team members commit themselves to continuously monitoring group development and accomplishments and making the day-to-day changes needed to ensure team effectiveness
Equal Treatment
AND M AINTENANCE
TASK
L EADERSHIP
DISTRIBUTED LEADERSHIP
TASK ACTIVITIES
Directly contribute to the performance of important task. Leaders at Starbucks have provided a structure that allows partners to infuse themselves into their work, so that they can inspire customers in legendary ways. The leaders call this the Five Ways of Being
Be welcoming
At Starbucks, being welcoming is an essential way to get the customers visit off to a positive start. At Starbucks, being genuine means to connect, discover, and respond.
Be genuine
Be considerate
Starbucks leadership challenges partners to be considerate of needs on a global level and staff members.
Be knowledgeable
When Starbucks leaders ask partners to be knowledgeable, they are encouraging employees to love what they do and share it with others. From the perspective of Starbucks leadership, being involved means active participation in the store, in the company, and in the community.
Be involved
MAINTENANCE ACTIVITIES
Whats in the Name? Welcoming people by name and remembering them from visit to visit is a small thing, but it counts.
Be genuine
Expectations and Service: Connect Legendary service comes from a genuine desire and effort to exceed what the customer expects.
Discover Starbucks understands that discovery is essential to developing a unique and genuine bond. Respond Starbucks partners are trained not just to listen to their customers, but to take action immediately based on what they hear, and to learn from these experiences for future customer interactions.
Be considerate
Looking within Considerate actions taken by leadership can serve to encourage thoughtful and respectful behavior among staff members.
Be knowledgeable
Formal training At Starbucks, all partners are encouraged to develop knowledge of coffee that can lead to personal insights for customers.
Be involved
Involvement in the Store One of the best ways to become involved is to look around the office or store for clues on how to make the customer experiences and the business better.
Involvement in the Business Starbucks management makes a point of listening and responding to the ideas and suggestions of partners.
NORMS
Ethics norms
Starbucks empowers all partners to make decisions that impact our reputation.acting ethically in all situations. Starbucks is the most progressive employers in the U.S.
NORMS (CONT.)
High-achievement norms
NORMS (CONT.)
Starbucks has worked to make things more efficient for their employees
TEAM COHESIVENESS
TEAM COHESIVENESS
Starbucks is Highly Cohesive Partners value their position in Starbucks Strive to maintain positive relationships with other group members Work in small teams Partners are energetic and enthusiastic Less likely to be absent Proud about success and sad about failures Low turnover 65% among employees; 25% among managers Loyal and feel secure
Based on experience, has anyone noticed if Starbucks team members actually work as a team? If so, have they seem to follow any of the topics we covered today?
REFERENCES
Norms
REFERENCES
http://www.inc.com/magazine/19980701/968.html