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

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oTeams,

Topics

Teamwork, and Creating a High Performing Team

oTask

and Maintenance Leadership Includes:

oDistributed oTask

leadership

activities Activities

oMaintenance oHow

to lead groups and teams

oNorms oTeam

Cohesiveness

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.

TEAMWORK
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.

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 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.

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

AND M AINTENANCE

TASK

L EADERSHIP

DISTRIBUTED LEADERSHIP

This is Brians 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 customers visit off to a positive start. At Starbucks, being genuine means to connect, discover, and respond.

Be genuine

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. From the perspective of Starbucks leadership, being involved means active participation in the store, in the company, and in the community.

Be involved

MAINTENANCE ACTIVITIES

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

MAINTENANCE ACTIVITIES (FIVE WAYS OF 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.

MAINTENANCE ACTIVITIES (FIVE WAYS OF 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.

MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)

Be considerate

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

MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)

Be knowledgeable

Formal training At 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 Store One 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 Business Starbucks management makes a point of listening and responding to the ideas and suggestions of partners.

HOW TO LEAD GROUPS AND TEAMS

This is Brians slide

NORMS

Ethics norms

Starbucks empowers all partners to make decisions that impact our reputation.acting ethically in all situations. Starbucks is the most progressive employers in the U.S.

Organizational and personal pride norms

NORMS (CONT.)

High-achievement norms

Starbucks has become the number one specialty coffee retailer.

Leave no one behind Policy

Support and helpfulness norms

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 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

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-experience http://www.innovativehealthcarespeakers.com/JosephMichelliArticleTheSt arbucksExperience.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/art icle197692.html http://www.workforce.com/section/benefitscompensation/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.html