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

Video goes here

oTeams,

Teamwork, and
Creating a High Performing
Team
oTask

and Maintenance
Leadership Includes:
oDistributed
oTask

leadership

activities

oMaintenance

Activities

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

4. Actions to improve team functioning

24 hours of training in the first 80 hours of employment.

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
M AINTENANCE

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

Be genuine

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 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

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.

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 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