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Matt Burke Campbell MacCulloch Matt Merchant, Benjamin Prinster Steven Reilly.
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STARBUCKS Coffee Company Matt Burke Campbell MacCulloch Matt Merchant, Benjamin Prinster Steven Reilly
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Transcript of Matt Burke Campbell MacCulloch Matt Merchant, Benjamin Prinster Steven Reilly.
STARBUCKS Coffee Company
Matt BurkeCampbell MacCulloch
Matt Merchant, Benjamin Prinster
Steven Reilly
STARBUCKS OVERVIEW• Founded in 1971• Largest chain of coffee shops in the world.
– 23,187 stores worldwide• “To inspire and nurture the human spirit-one person,
one cup and one neighborhood at a time”• On average Starbucks has opened two new locations
every day since 1987.
STARBUCKS OVERVIEW
• Large emphasis on producing quality products and unique atmosphere
• Employees who are treated well will treat the customers well and perform at the highest level.
• Starbucks’ “employee first” philosophy.
STARBUCKS OVERVIEW
ABOUT THE TEAM
• Daily Staff of roughly 7 Partners• We observed Starbucks West Dravus Staff: – Alex, Allyson, Kalany, Eric, Trevor, and the store
manager, Stacy.
• Diversity– Experienced vs. Less-Experienced Partners– Understanding of Starbucks values– Age differences
• Communication– Positive & encouraging – Effective
ABOUT THE TEAM
WHAT WE SAW• The “engine”
– Store Support, Order Support, Café Order
• Task-based system– Segmented leadership– Helper based operations
• Non-verbal communication (Communication Channel)– E.g., writing on drink cups
• Situational observation and assessment AKA “Flexing”
- The importance of writing cups
• Flexing and Situational store assessment• Mixed model of pooled and sequential interdependence• Theory Y
– Starbucks trust employees resulting in sense of purpose– Very little micro-managing– Allows Partners to perform to the best of their ability
• Synergistic and cohesive environment
KEY FINDING
• Held weekly meetings• Constant conversation through GroupMe
iPhone App.• Easy to connect and bond with each other due
to common goal to perform well
OUR TEAM
OUR TEAM
OUR TEAM
WHAT WORKED• GroupMe• Positive Relationships• Common Goal• Group differentiation
WHAT DIDN’T WORK• Schedule planning• Late performing stage• Difficulty focusing
Survey
• Relationships amongst the team more relational than operational.
• High level of satisfaction throughout • Common Goal helps with motivation
QUESTIONS?
