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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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MAINTENANCE ACTIVITIES (FIVEWAYSOF BEING)
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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MAINTENANCE ACTIVITIES (FIVEWAYSOF BEING)
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.htm7/28/2019 MHR 318 Starbucks
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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.htmlTop Related