ProtégéBrian CohenPaul Jepsen

Kateri NguyenMegan StiegelmarYan Sin Yance Yu

Chapter 9 Teamwork and Team

Performance

STARBUCKS OVERVIEW

Began in Seattle, WA in 1971 Today there are more than 15,000 stores in

50 different countries

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

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

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TEAMS

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.

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.

TEAMWORK

HOW TO CREATE A HIGH PERFORMING TEAM

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

CREATING A HIGH PERFORMING TEAM STARBUCKS EXAMPLES

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.

CREATING A HIGH PERFORMING TEAM STARBUCKS EXAMPLES

Create a sense of urgencyEmployees 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

What is Team Building?

planned activities designed to improve teamwork and increase group effectiveness

HOW TEAM BUILDING WORKS

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.

HOW TEAM BUILDING 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%

APPROACHES TO TEAM BUILDING

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

TASK AND MAINTENANCE LEADERSHIP

DISTRIBUTED LEADERSHIP

This is Brian’s slide

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 Be genuine Be considerate Be knowledgeable Be involved

TASK ACTIVITIES INCLUDE:FIVE WAYS OF BEING

Be welcoming At Starbucks, “being welcoming” is an essential

way to get the customer’s 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.

FIVE WAYS OF 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.”

MAINTENANCE ACTIVITIES

Support the emotional life of team as an ongoing social system.

MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)

Be welcoming

What’s in the Name?Welcoming people by name and remembering them from visit to visit is a small thing, but it counts.

MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING) Be genuine

Expectations and Service: ConnectLegendary service comes from a genuine desire and effort to exceed what the customer expects.

DiscoverStarbucks understands that discovery is essential to developing a unique and genuine bond.

RespondStarbucks 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.

MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)

Be considerate

Looking withinConsiderate actions taken by leadership can serve to encourage thoughtful and respectful behavior among staff members.

MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)

Be knowledgeable

Formal trainingAt Starbucks, all partners are encouraged to develop knowledge of coffee that can lead to personal insights for customers.

MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)

Be involved

Involvement in the StoreOne 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 BusinessStarbucks management makes a point of listening and responding to the ideas and suggestions of partners.

HOW TO LEAD GROUPS AND TEAMS

This is Brian’s slide

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.

NORMS (CONT.) High-achievement norms

Starbucks has become the number one specialty coffee retailer.

Support and helpfulness norms “Leave no one behind” Policy

NORMS (CONT.)

Improvement and change norms 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 membersWork 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

CONCLUSION- QUESTION FOR THE CLASS

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 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-experienc

e http://www.innovativehealthcarespeakers.com/JosephMichelliArti

cleTheStarbucksExperience.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/radicalsandvisio

naries/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

REFERENCES

How Team Building Works http://www.inc.com/magazine/19980701/968.htm

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