Support center offers a variety of classes ranging from basic computer skills
to conflict resolution to management training. Starbucks partners arent stuck in
their jobs. The companys rapid growth creates tremendous opportunities for
promotion and advancement for all store partners. If they desire, they can utilize
career counseling, executive coaching, job rotation, mentoring, and leadership
development to help them create a career path that meets their needs. In 2006,
Starbucks was named one of Training magazines Top 100. One example of the
companys training efforts : when oxygen levels in coffee bags were too high in one
of the companys roasting plants (which affected product freshness), partners were
retained o procedures and given additional coaching. After the training, the number
of bags of coffee placed on quality hold declined by 99 percent.
One human resource issue that has haunted Starbucks is it position on labor
unions. The company states on its website We firmly believe that the direct
employment relationship which we currently have with our partners is the best way
to help ensure a great work environment. We believe we do not need a third party
to act on behalf of our partners. We prefer to deal directly with them in a fair and
respectful manner, just as we have throughout our history. Starbucks prides itself
on how it treats its employees. However, the company settled a complaint issued
by the National Labor Relations Board that contained more than two dozen unfair
labor practice allegations brought against the company by the union, Industrial
Workers of the World. The settlement stemmed from disputes at three stores in New
York City and will likely have little impact on the vast majority of Starbucks
workers.
Change and Innovation at Starbucks
Starbucks has always thought outside the box. It took the concept of the
corner coffee shop and totally revamped the coffee experience. The company has
always had the ability to roll out new products relatively quickly. If a new product
seems like it would appeal to consumers the popular pumpkin spice latte is one
example they often skip product testing and dont use focus groups to assess the
product. Innovation is so important, in fact, that the category management group is
responsible for changing the items on the shelves every six weeks. And Starbucks
Discussion Questions:
1. Evaluate Starbucks training efforts. What types of training are available?
2. Pretend that youre a local Starbuckss store manager. You have three new
hourly partners (baristas) joining your team. Describe the orientation you
would provide these new hires?