Matt Burke Campbell MacCulloch Matt Merchant, Benjamin Prinster Steven Reilly

A Barista Promise

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.

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.

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

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

Held weekly meetings Constant conversation through GroupMe iPhone App. Easy to connect and bond with each other due to common goal to perform well

WHAT WORKED GroupMe Positive Relationships Common Goal Group differentiation WHAT DIDN’T WORK Schedule planning Late performing stage Difficulty focusing

Relationships amongst the team more relational than operational. High level of satisfaction throughout Common Goal helps with motivation