1. Starbucks “To inspire and nurture the human spirit –One person, one cup and one neighborhood at a time”. Team I7 Members : Gabriel (Leader), Paul, Ayumi, Robert, Monica, Crystal, Neetu

2. Introduction  First Starbucks opened in 1971, in Seattle’s historic Pike Place Market.  Founded by 3 partners: English teacher Jerry Baldwin, history teacher Zev Siegl, and writer Gorden Bowker.  Starbucks is the leading and largest coffeehouse company in the world.  Total stores: 17,009 (as of January 2, 2011) -8,870 Company ‐ Owned -8,139 Licensed stores -Over 10,000 in the United States alone. www.youtube.com/watch?v=yN9_WT9l7xo

3. The Starbucks name has literary inspiration.

5. Store  Located at 1181 Foothill Blvd., La Verne, CA, 91750.  Store currently has 27 employees, and has been at this location for the last 11 years.  Store on average has 1,100 customers a day.  Location also has a drive through and operates 7 days a week, and opens at 4:00am, and closes at midnight.  Starbucks revenue for this individual store is $320,000-$340,000 a year.

6. Planning  Quality - Quality starts with training. Each employee goes through a two-week training course. - Goal that Starbucks as an organization strives for is, “Deliver a quality and consistent drink to the customer.” - Starbucks makes their pre-made coffees and teas 3-4 times a day, with a recipe to ensure a consistent drink. - They have a state of the art cleaning system, and there are routine checks done to make sure the system is always working. -Each employee is required to know the different temperatures. All coffee should be brewed at 197-202 degrees.

7. Planning  The company also has an external company that looks over their product quality.  District Manager also comes once a month to do the same quality inspection.  Starbucks labels their products as soon as they are opened. Everything has a shelf life, and they make sure it is closely followed.

8. Planning  Inventory - Orders are placed through an online ordering system that is set up in each store. - Nice benefits for Starbucks is something called Inner Store Transfers. - The idea of everything working to a science.

9. Contingency Planning  Company responses to any accident or emergency that happens in the store.  For example, if someone is in the store and spills a hot coffee on them, Rose or any of the Starbucks staff is ready to help them, but in the process an incident report needs to be completed. The report then gets sent to corporate.

10. Control  Starbucks strives to make each item they sell consistent.  Starbucks keeps labels and date tags on every perishable item they sell.  Milk containers are checked 3x a day for date.  As well as the temperature on the refrigerator.

11.  Drink Card Recipe.  For example, Starbucks recently re-released a drink called the Mocha Coconut Frappuccino. Each employees must learn how many pumps of flavoring go into each drink, how many scoops of ice, how much coffee, and what whipped cream and topping it is finished with. Ingredients: Servings: 2 Servings Size Update 1/2 cup shredded coconut 3/4 cup strong coffee (chilled) 1 cup low-fat milklow-fat milk 1/3 cup Hershey's Chocolate Syrup 3 tablespoons granulated sugargranulated sugar 2 cups ice 1/2 cup whipped cream, canned Mocha Coconut Frappuccino

13. Products  Coffee: More than 30 blends and single ‐ origin premium Arabica coffees.  Handcrafted Beverages: Fresh ‐ brewed coffee, hot and iced espresso beverages, coffee and non ‐ coffee blended beverages,Vivanno™ smoothies and Tazo® teas.  Merchandise: Coffee ‐ and tea ‐ brewing equipmen t, mugs and accessories, packaged goods, music, books and gift items.  Fresh Food: Baked pastries, sandwiches, salads, oa tmeal, yogurt parfaits and fruit cups.

14. Awards  Moves of Uncommon Greatness (M.U.G.)  Award —recognizing partners who go out of  their way to help get work done.  BRAVO! Award —to recognize achievements in  customer or community service.  Spirit of Starbucks Award —recognizing a  single, exceptional achievement by a partner  or team.  Manager of the Quarter and Manager of the  Year Awards —recognizing store managers  who have made significant contributions in  Starbucks retail operations.  Leader of the Quarter and Leader of the  Year Awards —recognizing non-retail super-  visors, managers, project or team leaders who  demonstrate outstanding leadership.  The President’s Award —our highest honor goes  to partners who exceed expectations in making  a profound impact on partners, customers and  the financial success of the company.

15. Performance  Regular reviews (every 6 months). → Raise (good performance) → “opportunities to grow” (need to be improved)  Cards and pins are given out to reward partners by coworkers or a manager.

17. Organization  All employees are “partners”= everyone is created equal.  They value employee input, and allow “partners” to sample products and give feedback.  Starbucks offer: Free 1 lb coffee per week Insurance: medical, prescription drug, dental, vision, life, disability Full time benefits to part-timers. Competitive pay, Bonuses Paid time off

18.  Starbucks offer cont. Retirement savings plan Stock options & discounted stock purchase plan Referral & support resources for child & eldercare Adoption assistance Domestic partner benefits Emergency financial aid

19. Diversity Diversity = Inclusion + Equity + Accessibility  Inclusion: human connection & engagement  Equity: fairness & justice  Accessibility: ease of use & barrier free  The company-wide diversity strategy focuses on four areas: partners, customers, suppliers and communities.

20. Recommendations  Ordering Kiosk  The kiosk will consist of:  Touch screen, user friendly, detailed with picture and descripted with nutrition facts, and ingredients.  Cell phone app integration  Order before you enter Starbucks  Digital, free drink rewards.  Save the environment and stamps

21. And don’t hand out these for water..

22. Pros Catering to mommies needs (Putting in a changing table in Restroom) Open 24 hours a day Cons Limited amount of space available. Loss of revenue due to few customers. Recommendations Cont.

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25. QUESTIONS