MHR 318 Starbucks

7/28/2019 MHR 318 Starbucks

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Chapter 9

Teamwork and TeamPerformance


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STARBUCKS OVERVIEW

Began in Seattle, WA in 1971

Today there are more than 15,000 stores in 50

different countries


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STARBUCKS COMPANY MISSION

Our mission: to inspire and nurture the human

spirit one person, one cup and one neighborhood

at a time.

Coffee

Partners

Customers

Stores Neighborhood

Shareholders


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Topics

oTeams, Teamwork, and

Creating a High Performing

Team

oTask and Maintenance

Leadership Includes:

oDistributed leadership

oTask activities

oMaintenance Activities

oHow to lead groups and

teams

oNorms

oTeam Cohesiveness

Video goes here


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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 eachmember is essential for the functions of Starbucks

everyday tasks.


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What is teamwork?

Teamwork occurs when group members work

together in ways that use their skills effectively toaccomplish a purpose

Teams add value to the work processes because

working as a team can be more efficient thanworking alone.

TEAMWORK


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HOWTOCREATEAHIGHPERFORMINGTEAM

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


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CREATINGAHIGHPERFORMINGTEAM

STARBUCKSEXAMPLES

Make sure members have the right skillsStarbucks 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'steam.


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CREATINGAHIGHPERFORMINGTEAM

STARBUCKSEXAMPLES

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.


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TEAM BUILDING

What is Team Building?

planned activities designed to improve teamwork

and increase group effectiveness


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HOW TEAM BUILDINGWORKS

1. Problem or opportunity in team effectiveness

Making each team member feel like they are a part of a

family, and not just a number

2. Data gathering and analysis

Starbucks discovered that their employees worked

harder when they felt valued.


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HOW TEAMBUILDING WORKS (CONT.)

3. Planning for team improvements

24 hours of training in the first 80 hours of employment.

4. Actions to improve team functioning Forum

5. Evaluation of results Employee turnover is around 60%


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APPROACHESTOTEAMBUILDING

Periodic meetings that implement the team-building

steps

Team members commit themselves to continuouslymonitoring group development and

accomplishments and making the day-to-day

changes needed to ensure team effectiveness

Equal Treatment


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TASKAND

MAINTENANCELEADERSHIP


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DISTRIBUTEDLEADERSHIP

This is Brians slide


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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 legendaryways. The leaders call this the Five Ways of Being

Be welcoming

Be genuine

Be considerate Be knowledgeable

Be involved


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TASK ACTIVITIESINCLUDE:

FIVE WAYSOF BEING

Be welcoming

At Starbucks, being welcoming is an essential way to

get the customers visit off to a positive start. Be genuine

At Starbucks, being genuine means to connect,

discover, and respond.

Be considerate Starbucks leadership challenges partners to be

considerate of needs on a global level and staff

members.


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FIVE WAYSOF BEING- CONT.

Be knowledgeable

When Starbucks leaders ask partners to be

knowledgeable, they are encouraging employees to

love what they do and share it with others.

Be involved From the perspective of Starbucks leadership, being

involved means active participation in the store, in the

company, and in the community.


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MAINTENANCEACTIVITIES

Support the emotional life of team as an ongoing

social system.


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MAINTENANCE ACTIVITIES (FIVEWAYSOF

BEING)

Be welcoming

Whats in the Name?

Welcoming people by name and remembering them

from visit to visit is a small thing, but it counts.


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MAINTENANCE ACTIVITIES (FIVEWAYSOF BEING)

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.


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MAINTENANCE ACTIVITIES (FIVEWAYSOF

BEING)

Be considerate

Looking within

Considerate actions taken by leadership can serve toencourage thoughtful and respectful behavior among

staff members.


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Be knowledgeable

Formal training

At Starbucks, all partners are encouraged to developknowledge of coffee that can lead to personal insights

for customers.


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Be involved

Involvement in the Store

One of the best ways to become involved is to lookaround 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.


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HOWTOLEADGROUPSANDTEAMS

This is Brians slide


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NORMS

Ethics norms

Starbucks empowers all partners to make decisions

that impact our reputation.acting ethically in all

situations.

Organizational and personal pride norms Starbucks is the most progressive employers in the U.S.


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NORMS (CONT.)

High-achievement norms

Starbucks has become the number one specialty coffee

retailer.

Support and helpfulness norms

Leave no one behind Policy


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NORMS (CONT.)

Improvement and change norms

Starbucks has worked to make things more efficient for

their employees


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TEAMCOHESIVENESS


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TEAMCOHESIVENESS

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


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CONCLUSION- QUESTIONFORTHECLASS

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?


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REFERENCES

Teams & Teams work www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htm

www.freeonlineresearchpapers.com/starbucks-case-study

Task Activities & Maintenance Activities http://www.slideshare.net/happysammy/the-starbucks-experience

http://www.innovativehealthcarespeakers.com/JosephMichelliArticleTheStarbucksExperience.pdf

Norms http://assets.starbucks.com/assets/sobc-fy09-eng.pdf

http://news.starbucks.com/article_display.cfm?article_id=225

http://www.entrepreneur.com/growyourbusiness/radicalsandvisionaries/article197692.html

http://www.workforce.com/section/benefits-

compensation/feature/starbucks-is-pleasing-employees-pouring-profits/

http://www.ebizq.net/blogs/nari/2009/08/starbucks_lean_process_improve

.php
http://www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htmhttp://www.freeonlineresearchpapers.com/starbucks-case-studyhttp://www.slideshare.net/happysammy/the-starbucks-experiencehttp://www.innovativehealthcarespeakers.com/JosephMichelliArticleTheStarbucksExperience.pdfhttp://www.innovativehealthcarespeakers.com/JosephMichelliArticleTheStarbucksExperience.pdfhttp://assets.starbucks.com/assets/sobc-fy09-eng.pdfhttp://news.starbucks.com/article_display.cfm?article_id=225http://www.entrepreneur.com/growyourbusiness/radicalsandvisionaries/article197692.htmlhttp://www.entrepreneur.com/growyourbusiness/radicalsandvisionaries/article197692.htmlhttp://www.entrepreneur.com/growyourbusiness/radicalsandvisionaries/article197692.htmlhttp://www.entrepreneur.com/growyourbusiness/radicalsandvisionaries/article197692.htmlhttp://news.starbucks.com/article_display.cfm?article_id=225http://assets.starbucks.com/assets/sobc-fy09-eng.pdfhttp://assets.starbucks.com/assets/sobc-fy09-eng.pdfhttp://assets.starbucks.com/assets/sobc-fy09-eng.pdfhttp://assets.starbucks.com/assets/sobc-fy09-eng.pdfhttp://assets.starbucks.com/assets/sobc-fy09-eng.pdfhttp://www.innovativehealthcarespeakers.com/JosephMichelliArticleTheStarbucksExperience.pdfhttp://www.innovativehealthcarespeakers.com/JosephMichelliArticleTheStarbucksExperience.pdfhttp://www.slideshare.net/happysammy/the-starbucks-experiencehttp://www.slideshare.net/happysammy/the-starbucks-experiencehttp://www.slideshare.net/happysammy/the-starbucks-experiencehttp://www.slideshare.net/happysammy/the-starbucks-experiencehttp://www.slideshare.net/happysammy/the-starbucks-experiencehttp://www.freeonlineresearchpapers.com/starbucks-case-studyhttp://www.freeonlineresearchpapers.com/starbucks-case-studyhttp://www.freeonlineresearchpapers.com/starbucks-case-studyhttp://www.freeonlineresearchpapers.com/starbucks-case-studyhttp://www.freeonlineresearchpapers.com/starbucks-case-studyhttp://www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htmhttp://www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htmhttp://www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htmhttp://www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htmhttp://www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htm


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REFERENCES

How Team Building Works

http://www.inc.com/magazine/19980701/968.html
http://www.inc.com/magazine/19980701/968.htmlhttp://www.inc.com/magazine/19980701/968.html

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MHR 318 Starbucks

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