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An HR Management Report on Starbucks

Presented to the
Management and Organization Department
The Ramon V. Del Rosario College of Business
De La Salle University
In partial fulfilment
Of the requirements of the course
SHURMAN Section C34
SUBMITTED TO:
Prof. John Andrew C. See
SUBMITTED BY:
Chan, Kathleen Trisha A.
Mendoza, Darwyn Albert T.
Ramirez, Juana Christina H.
Resurreccion, Dan Michael S.
March 27, 2014


2 An HR Management Report on Starbucks
TABLE OF CONTENTS
PARTS PAGES
I. Introduction
A. Background of the Company
B. Statement of the Problem
C. Statement of Objectives
D. Scope and Limitations
E. Significance of the Study
F. Research Methodology
II. Review of Related Literature
A. HR Performance
B. HR Metrics Used
1. Recruitment
2. Training
3. Performance Appraisal
4. Team Development
5. Employee Welfare and Engagement
C. Analysis
1. Strength
2. Areas for Improvement
D. Data Analysis and Interpretation
1. Demographics
2. Recruitment
3. Training
4. Performance Appraisal
5. Team Development
6. Employee Welfare and Engagement
4-5
5
5-6
6
6
6-7

7-8

8
8-9
9-10
10-11
11

11-12
12-13

14-17
17-19
19-20
21
22-23
23-25

3 An HR Management Report on Starbucks
III. Conclusion and Recommendation
A. Conclusion
B. Recommendation
IV. References
V. Appendices
A. Survey Questionnaire
B. Pivot Table



























26
26
27

28-31
32-35


4 An HR Management Report on Starbucks
I. Introduction
A. Background of the Company
Rustans Coffee is the real name of Starbucks in the Philippines. December
4, 1997, the Philippines had its first taste of the Starbucks Experience with its very
first branch at the 6750 Ayala Building in Makati City. Starbucks has since won
the hearts of the Filipinos. The opening of the 6750 Ayala store marked an
important milestone in our history the Philippines became the third market to
open outside North America. The tradition of warm hospitality, constant need for
connection, and love for coffee these are the qualities that make Starbucks
Coffee and the Filipino people a great culture fit.
Nature of the org: The organization is a retail store that provides buyers
with high quality coffee, teas, snacks and the like. One of the companys
employees said that: From the beginning, Starbucks set out to be a different kind
of company. One that not only celebrated coffee and the rich tradition, but that
also brought a feeling of connection. Best practices include the stakeholders being
called partners, because it is not just a job, it is a passion. Together, we embrace
diversity to create a place where each of us can be ourselves. We respect and
honor each and every partner, and hold each other to that standard. Partners,
even part-timers receive affordable comprehensive health care, stock options,
flexibility in work schedule, competitive wages and other perks. Employees are
valued in the same way customers are appreciated. Their prime objective took the
organization to new heights; they have learned to shift their focus on the people in
their business. It closely follows by its motto of hire the personality, train the skill
when hiring employees. A favorable strength of Starbucks is that it promotes an

5 An HR Management Report on Starbucks
environment that nurtures innovation and creativity; it provides a platform where
partners could collaborate and be engaged in attaining their mission. Starbucks'
employees, it is shown, share common goals, such as believing in the product
they sell. Starbucks employees are referred to as partners, and even part-time
employees are eligible to receive health-care, participate in the Bean Stock
program, and get free coffee! All Starbucks' employees are well trained. The
investment in training obviously pays off, as Starbucks has a far lesser turnaround
than the industry average.
B. Statement of the Problem
For this study, the main problem that the group wanted to address was:
The way the company, Starbucks treats its employees in the human
resource perspective.
To provide a more in-depth exploration of the main problem, the following
sub-problems were also addressed by the group:
1. How does the performance of Starbucks in treating its employees be a
relation to human resource?
2. Does the metrics used by Starbucks be an advantage to both sides of
the employees and customers?
C. Statement of Objectives
The main objective of this report is to study and analyze the HR
performance of Starbucks regarding the usage of the companys HR metrics.
1. To identify the human resource metrics used by Starbucks towards its
employees.
2. To examine the performance on the company.

6 An HR Management Report on Starbucks
3. To analyze the strength and areas for improvement, given the HR Metrics
and other data in the latter part of this report.
D. Scope and Limitations
The scope of this paper will follow observations of the researchers about
the performance of the human resource department of Starbucks.
Due to the limited time in conducting this Human Resource Management
Report, observations may not be as in-depth. It must also be considered that the
report is limited to the aspects of Human Resource Performance and Metrics
parallel to discussions in class and the references included in the bibliography.
The lack of elaborate discussions with the officers in charge and the
confidentiality of Starbucks led to a limited scope of the report.
E. Significance of the Study
A human resource report is a relatively interesting to research on;
because this allowed the group to conduct a comprehensive study to have a
contribution in this field. With the background of the researchers majoring in
Marketing, Advertising, and Legal Management, an analysis was used to
examine the responses of the employees of Starbucks with respect to their
respective companys human resource practices. The group believes that this
report will serve as a guide for the managers of Starbucks in generating
strategies that would further improve their services towards the customers.
F. Research Methodology
The group first created a survey questionnaire (related to human resource)
which was answered by 20 randomly selected employees. The gender of the

7 An HR Management Report on Starbucks
respondents was not put into consideration for it will not affect the result of the
survey.
The survey questionnaire was formulated in such a way that the group will
be able to help increase awareness of the HR metrics used in Starbucks. The
survey questionnaire has 12 questions and was answered by the employees
through a hard copy questionnaire. After the target number of respondents was
reached, the group gathered all the answers and tallied their responses.
The results were then interpreted and presented through graphs which are
shown in the latter part of this paper. Survey results are used to help compare it
with the HR Metrics used by the company.
II. Review of Related Literature
A. HR Performance
The way Starbucks Coffee manages their people is quite interesting.
They believe in diversity among its employees and they treat these people as
their partners. They do their best to make the atmosphere one filled with
positivity as to motivate the employees to work better. They train these people in
a way that will help them grow and develop skills that will yield talented
individuals.
This company also offers many benefits to employees. These include:
bonuses, financial aid, medical and dental insurance, stock option, and many
more. Starbucks provides their employees with different networks that help them
find the balance in their lives. They believe in supporting, inspiring, and
connecting with these people.

8 An HR Management Report on Starbucks
"Starbucks wants to make every employee a part of a worldwide family
and in order to do so, to make them aware of challenges of the company." Given
this, they train their employees very well as to prepare for the job and tasks at
hand. When first hired, they have a quota of hours that they have to reach as
well as mater different skills. For the management trainees, they to are offered
classes to help them understand what is expected of them.
B. HR Metrics Used
1. Recruitment
Starbucks recruitment and hiring can be challenging. A former recruiter
said that, Starbucks is very particular, and its a hard company to get into. Its
difficult to find the right person who has the right skills and is fitted into the
culture of Starbucks. The former recruiter also added, Theres a big
component of being a corporate citizen at Starbucks, and, its hard to find
people who can fit in the corporate board room to face the Howard Schultz.
The executive vice president of the global supply chain operation, Peter
Gibbons, admitted that Starbucks is "starting from scratch" with its recruitment
program.
2. Training
We are not in the coffee business serving people, we are in the people
business serving coffee - Howard Schultz
Training is focuses on skills enhancement and human capital investment,
which could have a crucial role for a companys product and service
development. Firms may give employees various training programs so that

9 An HR Management Report on Starbucks
they could develop new knowledge, skills, and innovative capability necessary
to do their work efficiently. These concepts must go hand in hand in order to
acquire the effectiveness of the organization.
To be the best and to make people happy, Starbucks ensures that they
screen and train their employees well. Once an applicant is hired, that applicant
will undergo the Coffee Master Program where the new employee/s is/are
indoctrinated to the company values, as well as the mission, which is to build the
brand. In this training program, the employees are reminded that it is their
priority to serve people, and that customers must always leave happy.
3. Performance Appraisal
Performance appraisal is a process of assessing how well employees are
doing their jobs. Most employees and managers definitely dislike the process
performance appraisal; however it plays a highly crucial role in the workplace. In
human resource planning, performance appraisals can be used in terms of
career planning and for making termination decisions. A company which has a
very poor performance appraisal system faces numerous problems.
Performance appraisals are also used as a basis for compensation, promotion
and training decisions. There are two stages to do a performance appraisal: (1)
is to measure the job performance, (2) is to share the feedback with the
employees.
At Starbucks, the so-called customer comment card is used as a way to
see how the employees are performing their jobs. Customer comment card
contains several survey questions answered by the customers about their

10 An HR Management Report on Starbucks
insights on the employees, services, and products. This kind of strategy is a very
good and effective way to see how the employees perform their jobs, because it
is an effective way. The job performances of the employees are what matters
regardless of when the customer and the employee know each other.
Companies must provide feedbacks and training as well as rewards to their
employees. Feedbacks are given in a 360-degree feedback. It means that both
lower level manager (cashiers) and middle level manager (store manager) give
feedbacks to each other. The 360-degree feedback has affects the performance
of giving feedbacks to employees, because in one Starbucks booth, there are
usually nine people working. So, they have close relationship and would not
mind giving different feedbacks in order to improve each others job
performances. In Starbucks, they give a bonus to employees Employee of the
Month reward. This kind of reward is the so-called, compensation. The
employees are given budget each month. Budget is a goal of how much money
the employees can make in their work shift.
4. Team Development
Even the CEO Mr. Schultz, knows that the Starbucks brand is nothing
without its baristas. Therefore, managers ensure that all employees are treated
equally, or in short, made to feel that they are a part of the team. All of the staff
is called partners, including the supervisors. This creates a friendlier
atmosphere which develops not only the relationship between employees, but
also their enthusiasm. The team doesnt only involve the staff, but even those on
top, and to maintain this, they also ensure that there is a well-organized

11 An HR Management Report on Starbucks
communication channel. In line with this, they also make sure that the number of
employees range from three to six, so that the staff will be able to know each
other easily and deeply.
5. Employee Welfare and Engagement
Loyalty is what keeps employees, and to get this, Starbucks managers
ensure that the employees are treated just as good as the employees treat the
customers. Health care and stock options are readily available to all employees,
and as stated, they are considered partners. The employees are also engaged
not only with each other but also to the community theyre residing at. Reports
show that employees do community service, and in 2009, employees were able
to contribute 186,000 hours of community service. This builds a better
relationship between the employees and the community, and ensures a healthy
atmosphere.
C. Analysis
1. Strength
The strengths of Starbucks lie mostly in their approach to Human
Resource Management. As repeatedly stated above, Starbucks is a people-
centred organization; therefore, they value the well-being of their employees.
The core values of Starbucks never forget their partners. With that mentioned
one of the strongest points that Starbucks has implemented is dubbing and
making their employees and even part-timers a partner.
Schultz, the brain behind it, believed that the employees must feel that
they are being valued in the company. In return the employees of Starbucks

12 An HR Management Report on Starbucks
work harder and produce better results. Evident enough, Starbucks highly
invests in the improvement of their people and that itself is a discerning strength
of Starbucks.
Furthermore, the HR Metrics of Starbucks have mostly contributed to
their strength, from recruitment to employee welfare engagement. Starbucks
has developed these policies and programs in order to enhance the
development of their people. With a high reward and high direction method, the
employees feel appreciated and this is reciprocated back to the company in
their work ethics, which the management of Starbucks was able to instil in them.
Their employees, being empowered as much as guided, allows Starbucks to
hasten the decision making process which make the burden of the top
management lighter, thus allowing them to focus on the bigger scaled
predicaments and the governance of the overall company.
Schultz, as well as the rest of the top management, knows that the
organization will not survive or succeed without their partners who make it all
possible.
2. Areas for Improvement
Starbucks highly values their partners and allows them to make small
decisions. This though can cause a gap in regards with the status of the
employees and the manager. If this is not properly addressed then its might
cause the company to be decentralized and the positions and assignments of
tasks and purpose would also be unclear. Currently, though, this problem has
not yet occurred for Starbucks. Despite that, Starbucks has to formulate a plan

13 An HR Management Report on Starbucks
in the case that it does. This doesnt mean that they should stop empowering
their employees either. Rather, Starbucks has to reinforce their partners
mindset and create activities emphasizes on the roles, responsibility and status
of each person in the organization.
Furthermore, aside from the mentioned HR metrics that focused on the
individual growth of each person, Starbucks should also consider the growth of
each individual as a part of the team. Although it team development was a
contributing factor to the prominence of the Human Resource Management of
Starbucks, it is lacking in programs that fosters unity within each of the small
groups consisting of each employees from each branch. Creating a collegial
relationship will make the organization grow more and in return, the productivity
of the company increases not only managerially but also financially.
Aside from the two areas stated above, Starbucks is one of the few
companies who value their employees and believe that they are the key to
success, being the most important resource. With the people-centred
management of Starbucks, it is not a surprise that the area for improvement is a
narrow passage. Yet even with their excellent programs and practices, there
will always be something to improve on, in order for the organization to grow,
and determining these areas have been a forte of Starbucks as well, evidenced
by their current growth and the new sets of programs they create every year.




14 An HR Management Report on Starbucks
D. Data Analysis and Interpretation
1. Demographics
a. Gender

Figure 1: Gender of Respondents
The first question that was asked to the respondents in the
demographics section is about their gender. As seen in Figure 1, the survey
was answered by 65% males (13 out of 20 respondents) and 35% females (7
out of 20 respondents).
b. Age

Figure 2: Age of respondents
The second question that was asked to the respondents in the
demographics section is about their age. As seen in the above pie chart, the
most number of respondents were between the ages 46-55 at 35% (7 out of
20 respondents). Second, would be between the ages of 26-35 at 25% (5 out
of 20 respondents). Third, would be between the ages of 36-45 at 20% (4 out
65%
(13)
35%
(7)
Male
Female
10%
(2)
25%
(5)
20%
(4)
35%
(7)
10%
(2)
18-25
26-35
36-45
46-55
56 and above

15 An HR Management Report on Starbucks
of 20 respondents). Lastly, would be between the ages of would be between
the ages of 18-25 and 56 and above, both at 10% (2 out of 20 respondents).
c. How long have you worked at Starbucks?

Figure 3: The length of time the respondents worked for Starbucks
The third question that was asked to the respondents in the
demographics section is about how long they have worked for Starbucks. As
seen in the above pie chart, the most number of respondents were between
the ages 46-55 at 35% (7 out of 20 respondents). Second, would be between
the ages of 26-35 at 25% (5 out of 20 respondents). Third, would be between
the ages of 36-45 at 20% (4 out of 20 respondents). Lastly, would be
between the ages of would be between the ages of 18-25 and 56 and above,
both at 10% (2 out of 20 respondents).
d. What is your yearly income?

Figure 4: Yearly income of the respondents
15%
(3)
25%
(5)
10%
(2)
20%
(4)
30%
(6)
Less than 6 months
6 months-1 year
1-2 years
3-5 years
More than 5 years
30%
(6)
35%
(7)
20%
(4)
10%
(2)
5%
(1)
Php 100,000 and below
Php 100,001-Php 200,000
Php 200,001-Php 300,000
Php 300,001-Php 400,000
Php 400,000 and above

16 An HR Management Report on Starbucks
The fourth question that was asked to the respondents in the
demographics section is about their yearly income for Starbucks. As seen in
Figure 4, 35% (7 out of 20 respondents) of the respondents have a yearly
income between Php 100,001-Php 200,000 per year. Second is at 30% (6
out of 20 respondents) have an allowance of Php 100,000 and below per year.
Third is at 20% (4 out of 20 respondents) have an allowance between Php
200,001-Php 300,000 per year. Fourth is at 10% (2 out of 20 respondents)
have an allowance between Php 300,001-Php 400,000 per year. Lastly, 5%
(1 out of 20 respondents) have an allowance of Php 400,000 and above.
e. Which of the following best describes the department you work in?

Figure 5: Department which respondents work for
The fifth question that was asked to the respondents in the
demographics section is about which department they work for. As seen in
Figure 5, 25% (5 out of 20 respondents) work for the Human Resources
Department of Starbucks. Second would be the Finance / Accounting and
MIS Department, both at 20% (4 out of 20 respondents). Third is at 15% (3
out of 20 respondents) for the Sales / Marketing Department. Last would be
the Customer Service and Corporate Marketing Department, both at 10% (2
out of 20 respondents).


10%
(2)
20%
(4)
20%
(4)
15%
(3)
10%
(2)
25%
(5)
Customer Service
Finance / Accounting
MIS
Sales / Marketing
Corporate Marketing
Human Resources

17 An HR Management Report on Starbucks
f. Which of the following best describes your position here?

Figure 6: Position on their respective departments
The sixth question that was asked to the respondents in the
demographics section is about their position in the department they work for.
As seen in Figure 6, 30% (6 out of 20 respondents) are technicians.
Secondly, 25% (5 out of 20 respondents) are in the Accounting position.
Thirdly, 20% (4 out of 20 respondents) are in the Managerial position. Fourth,
15% (3 out of 20 respondents) are in the Clerical position. Then last is 10%
(2 out of 20 respondents) are in the Project Management position.
2. Recruitment
a. Does Starbucks clearly define the position objectives, requirements
and candidate specifications in the recruitment process?

15%
(3)
30%
(6)
20%
(4)
25%
(5)
10%
(2) Clerical
Technician
Managerial
Accounting
Project Management
90%
(18)
10%
(2)
Yes
No

18 An HR Management Report on Starbucks
18 out of 20 (90%) of the respondents said that Starbucks clearly
define the position objectives, requirements and candidate specifications in
the recruitment process and only 2 (10%) respondents said that they dont
think that Starbucks does the process properly.
b. How well do Starbucks affirmative action needs clarified and
supported in the selection process?

12 out of the 20 respondents (60%) say the affirmative action needs
clarified and supported in the selection process are at an adequate level. 7
out of the 20 respondents (35%) ranked this strategy as excellent and only 1
said that the strategy is poor.
c. How would you rate the HR departments performance in recruitment
and selection?

15 out of the 20 respondents (75%) rated the HR departments
performance in recruitment and selection as adequate. 5 out of the 20
5%
(1)
60%
(12)
35%
(7)
Poor
Adequate
Excellent
0%
75%
(15)
25%
(5) Poor
Adequate
Excellent

19 An HR Management Report on Starbucks
respondents (25%) rated the performance as excellent. While no respondent
said that the performance was poor.
3. Training
a. How satisfied are you with the relevance of courses with respect to
your needs?

8 out of the 20 respondents (40%) rated their satisfaction with the
relevance of courses with respect to their needs as Satisfied. Second, 6 out
of the 20 respondents (30%) rated their satisfaction as Very Satisfied. Third,
5 out of 20 respondents (25%) rated their satisfaction as Neutral. Next, only 1
out of 20 respondents (5%) rated their satisfaction as Dissatisfied. Lastly, no
respondent rated their satisfaction as very dissatisfied and Not Applicable /
Not Sure.
b. Starbucks understands the training needs of my department.

8 out of the 20 respondents (40%) said that they agree to the
statement, Starbucks understands the training needs of my department.
30%
(6)
40%
(8)
25%
(5)
5%
(1)
0%
0%
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Not Applicable / Not Sure
35%
(7)
40%
(8)
15%
(3)
10%
(2)
0%
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree

20 An HR Management Report on Starbucks
Second, 7 out of 20 respondents (35%) said that they strongly agree to the
statement. Third, 3 out of 20 respondents (15%) said that they are neutral to
the statement given. Next, 2 out of 20 respondents (10%) said that they
disagree to the statement given. Lastly, no respondent said that they strongly
disagree to the statement given.
c. Would you recommend Starbucks training services to colleagues or
contacts within your industry?

17 out of the 20 respondents (85%) said that they would recommend
Starbucks training services to their colleagues or contacts within their
industry. Second, 2 out of 20 respondents (10%) said that they would not
recommend Starbucks training services to their colleagues. Last, only 1 out
of 20 respondents (5%) said that they are not sure on whether to recommend
Starbucks training services or not.










85%
(17)
10%
(2)
5%
(1)
Yes
No
Not sure

21 An HR Management Report on Starbucks
4. Performance Appraisal
a. How would you rate your manager in each of the following areas?

This bar graph shows the ratings of the respondents manager
depending on the following areas. For the first area, majority of the
respondents (10 out of 20) rated their managers performance on
Communication as very good. For the second area, majority of the
respondents (13 out of 20) rated their managers performance on Planning
and Organizing as very good. For third area, majority of the respondents
(12 out of 20) rated their managers performance on Directing and
Coordinating as very good. For the fourth area, majority of the respondents
(10 out of 20) rated their managers performance on Job / Technical
Knowledge as very good. For the last area, majority of the respondents (12
out of 20) rated their managers performance on Interpersonal relationship as
very good.






Interpersonal relationship
Job / Technical Knowledge
Directing and Coordinating
Planning and Organizing
Communication
4 (20%)
3 (15%)
5 (25%)
3 (15%)
3 (15%)
12 (60%)
10 (50%)
12 (60%)
13 (65%)
10 (50%)
3 (15%)
5 (25%)
3 (15%)
4 (20%)
5 (25%)
0
2 (10%)
0
0
2 (10%)
1
0
0
0
0
Excellent Very Good Good Average Poor

22 An HR Management Report on Starbucks
5. Team Development
a. How professionally do the members of your team behave?



11 out of the 20 respondents (55%) rated how their members of their
team behave professionally as quite professionally. Second, 5 out of 20
respondents (25%) rated their members as behaving moderately
professionally. Third, 2 out of 20 respondents (10%) rated their members as
behaving extremely professionally. Lastly, only 1 out of 20 respondents (5%)
rated their members as behaving both slightly professionally and not
professional at all.
b. How honest with each other are the members of your team?

12 out of the 20 respondents (60%) rated how honest are their
members to each other in their team as very honest. Second, 3 out of 20
respondents (15%) rated their members as being moderately honest. Third,
10%
(2)
55%
(11)
25%
(5)
5%
(1)
5%
(1)
Extremely professionally
Quite professionally
Moderately professionally
Slightly professionlly
Not all professionally
10%
(2)
60%
(12)
15%
(3)
5%
(1)
10%
(2)
Extremly honest
Very honest
Moderately honest
Slightly honest
Not honest at all

23 An HR Management Report on Starbucks
2 out of 20 respondents (10%) rated their members as being both extremely
honest and Not honest at all. Lastly, only 1 out of 20 respondents (5%)
rated their members as being slightly honest.
c. How well do members of your team share responsibility for tasks?

13 out of the 20 respondents (65%) rated how their members of their
team share responsibility for tasks as very well. Second, 3 out of 20
respondents (15%) rated their members sharing tasks responsibly as
moderately well. Third, 2 out of 20 respondents (10%) rated their members
sharing tasks responsibly as extremely well. Lastly, only 1 out of 20
respondents (5%) rated their members sharing tasks responsibly as being
both extremely well and not well at all.
6. Employee Welfare and Engagement
a. Starbucks tries to create an exciting work environment.

5%
(1)
65%
(13)
15%
(3)
5%
(1)
10%
(2)
Extremely well
Very well
Moderately well
Slightly well
Not well at all
20%
(4)
50%
(10)
15%
(3)
10%
(2)
5%
(1)
Strongly Agree
Somewhat Agree
Neither agree nor disagree
Somewhat Disagree
Strongly Disagree

24 An HR Management Report on Starbucks
10 out of the 20 respondents (50%) said that they somewhat agree to
the statement, Starbucks tries to create an exciting work environment.
Second, 4 out of 20 respondents (20%) said that they strongly agree to the
statement. Third, 3 out of 20 respondents (15%) said that they are neither
agreed or disagree to the statement given. Next, 2 out of 20 respondents
(10%) said that they somewhat disagree to the statement given. Lastly, only
1 out of 20 respondents said that they strongly disagree to the statement
given.
b. Overall how satisfied are you with your position at Starbucks?

8 out of the 20 respondents (40%) rated their overall satisfaction with
their position at Starbucks as somewhat dissatisfied. Second, 5 out of 20
respondents (25%) rated their overall satisfaction as very satisfied. Third, 4
out of 20 respondents (20%) rated their overall satisfaction as not satisfied or
dissatisfied. Next, 2 out of 20 respondents (10%) rated their overall
satisfaction as somewhat satisfied. Last, only 1 out of 20 respondents (5%)
rated their overall satisfaction as very dissatisfied.




25%
(5)
40%
(8)
20%
(4)
10%
(2)
5%
(1)
Very Satisfied
Somewhat Dissatisfied
Not satisfied or dissatisfied
Somewhat Satisfied
Very Dissatisfied

25 An HR Management Report on Starbucks
c. Have you ever observed or experienced any of the following forms of
discrimination or harassment at Starbucks?

14 out of the 20 respondents (70%) said that they had not observed or
experienced any forms of discrimination or harassment at Starbucks. Second,
3 out of 20 respondents (15%) said that they had observed or experienced a
form of Gender discrimination at Starbucks. Third, 2 out of 20 respondents
(10%) said that they had observed or experienced a form of Age
discrimination at Starbucks. Next, only 1 out of 20 respondents (5%) said that
they had observed or experienced a form of racial discrimination at Starbucks.
Lastly, no respondents said that they observed or experienced a form of
sexual and sexual orientation discrimination.




5%
(1)
0%
10%
(2)
15%
(3)
0%
70%
(14)
Racial discrimination
Sexual harassment
Age discrimination
Gender discrimination
Sexual orientation
discrimination
No, none of the above
have been observed or
experienced

26 An HR Management Report on Starbucks
III. Conclusion and Recommendation
A. Conclusion
When it comes to the customers, Starbucks makes sure that they are
treated well. They train their employees to make the customers the number one
priority for the company. These employees are made aware of the mission,
vision, and goals of the company to assure that they will work with these in mind.
As for the employees, Starbucks makes sure that they are doing their job well
and also give customers a role in this process. The company also rewards those
who excel and trains those who need to improve certain skills. In a nutshell,
Starbucks is a company that strives for excellence, helps their employees grow,
and prioritizes their customers.
B. Recommendation
Starbucks is a good example of a company that works like a well oiled
machine. They have a plan that they stick to and have process that they follow
to achieve goals they have set. The only recommendation that comes to mind is
that Starbucks continue to do what they do. They do an excellent job and
sticking to what they do and probably just progressing from that will help them be
the best. Another recommendation for the company is to just have contingency
plans. This will help Starbucks be more prepared when they face different
problems within the company and affected by external factors as well.



27 An HR Management Report on Starbucks
IV. References
Devina, I. (2013, September 04). [Web log message]. Retrieved from
http://makegoodcoffee.wordpress.com/starbucks-performance-appraisal/
Interview by K.T. Chan. Starbucks.
Rizki, K. (2011, December 20).Starbucks recruiting, compensation, and benefits.
Retrieved from http://www.scribd.com/doc/76167366/Starbucks-Recruiting-
Compensation-And-Benefits
Starbucks- philippines. (2014). Retrieved from https://starbucks-philippinejobs.
silkroad.com























28 An HR Management Report on Starbucks
V. Appendices
A. Survey Questionnaire
Dear Employee,
We are students from De La Salle University-Manila. We are currently taking up
the course, SHURMAN (Strategic Human Resource Management). We would like to
ask for a few minutes of your time to answer some questions pertaining to our research.
Your opinion would be most helpful as we gather important information about our
research topic.
We assure you of anonymity and that your responses to this questionnaire will be
held in strictest confidence.
Thank you for your cooperation.
Kathleen Trisha A. Chan / MKT; Darwyn Albert T. Mendoza / BSM-MKT; Juana
Christina H. Ramirez / ADV; Dan Michael S. Resurreccion / LGL
Demographics
Gender Age: __________ How long have you worked at Starbucks?
Male
Female





















What is your yearly income?
a. Php 100,000 and below
b. Between Php 100,001 Php 200,000
c. Between Php 200,001 Php 300,000
d. Between Php 300, 001 Php 400,000
e. Php 400,000 and above



____________________

29 An HR Management Report on Starbucks
I. Recruitment
1. Does the organization clearly define the position objectives, requirements and
candidate specifications in the recruitment process?
a. Yes
b. No
2. How well are the organizations affirmative action needs clarified and
supported in the selection process?
a. Poor
b. Adequate
c. Excellent
3. How would you rate the HR departments performance in recruitment and
selection?
a. Poor
b. Adequate
c. Excellent
II. Training
1. How satisfied are you:


Very
Satisfied

Satisfied

Neutral

Dissatisfied

Very
Dissatisfied

Not
applicable/
Not sure
Relevance
of courses
with
respect to
your
needs?









2. Starbucks understands the training needs of my department

Strongly Agree
Agree
Neutral
Disagree
Strongly disagree

3. Would you recommend Starbucks training services to colleagues or contacts
within your industry?

Yes
No
Not sure




30 An HR Management Report on Starbucks


III. Performance Appraisal



IV. Team Development
1. How professionally do the members of your team behave?
Extremely professionally
Quite professionally
Moderately professionally
Slightly professionally
Not professional at all

2. How honest with each other are the members of your team?
Extremely honest
Very honest
Moderately honest
Slightly honest
Not honest at all

3. How well do members of your team share responsibility for tasks?
Extremely well
Very well
Moderately well
Slightly well
Not well at all



31 An HR Management Report on Starbucks
V. Employee Welfare and Engagement




























1.
2.
3.

32 An HR Management Report on Starbucks
B. Pivot Tables
1. Demographics
a. Gender d. What is your yearly income?




b. Age





c. How long have you worked at
Starbucks?










Row Labels Count of Gender
Male 13
Female 7
Grand Total 20
Row Labels
Count of
Yearly
Income
Php 100,000 and below 6
Php 100,001-Php 200,000 7
Php 200,001-Php 300,000 4
Php 300,001-Php 400,000 2
Php 400,000 and above 1
Grand Total 20
Row Labels Count of Gender
18-25 2
26-35 5
36-45 4
46-55 7
56 and above 2
Grand Total 20
Row Labels
Count of
Yearly
Income
Customer Service 2
Finance / Accounting 4
MIS 4
Sales / Marketing 3
Corporate Marketing 2
Human Resources 5
Grand Total 20
Row Labels
Count of Time
worked at
Starbucks
Less than 6 months 3
6 months-1 year 5
1-2 years 2
3-5 years 4
More than 5 years 6
Grand Total 20
Row Labels
Count of
Yearly
Income
Clerical 3
Technician 6
Managerial 4
Accounting 5
Project Management 2
Grand Total 20
e. Which of the following best
describes the department you
work in?

f. Which of the following best
describes your position here?


33 An HR Management Report on Starbucks
2. Recruitment
a. Does Starbucks clearly define the
position objectives, requirements
and candidate specifications in the
recruitment process?
Row Labels Count of Q2A
Yes 18
No 2
Grand Total 20






3. Training









Row Labels Count of Q2B
Poor 1
Adequate 12
Excellent 7
Grand Total 20
Row Labels Count of Q2C
Poor 0
Adequate 15
Excellent 5
Grand Total 20
Row Labels Count of Q3B
Strongly Agree 7
Agree 8
Neutral 3
Disagree 2
Strongly Disagree 0
Grand Total 20
Row Labels Count of Q3A
Very Satisfied 6
Satisfied 8
Neutral 5
Dissatisfied 1
Very Dissatisfied 0
Not applicable / Not sure 0
Grand Total 20
Row Labels Count of Q3C
Yes 17
No 2
Not sure 1
Grand Total 20
b. How well do Starbucks affirmative
action needs clarified and
supported in the selection
process?

c. How would you rate the HR
departments performance in
recruitment and selection?

b. How would you rate the HR
departments performance in
recruitment and selection?

a. Starbucks understands the
training needs of my department.

c. Would you recommend Starbucks
training services to colleagues or
contacts within your industry?


34 An HR Management Report on Starbucks
4. Performance Appraisal

















5. Team Development







a. How would you rate your manager in each of the following areas?

Row Labels
Count of Q4A-
Communication
Excellent 3
Very Good 10
Good 5
Average 2
Poor 0
Grand Total 20

Row Labels
Count of Q4A- Planning
and Organizing
Excellent 3
Very Good 13
Good 4
Average 0
Poor 0
Grand Total 20

Row Labels
Count of Q4A- Directing
and Coordinating
Excellent 5
Very Good 12
Good 3
Average 0
Poor 0
Grand Total 20

Row Labels
Count of Q4A- Job /
Technical Knowledge
Excellent 3
Very Good 10
Good 5
Average 2
Poor 0
Grand Total 20

Row Labels
Count of Q4A-
Interpersonal relationship
Excellent 4
Very Good 12
Good 3
Average 0
Poor 1
Grand Total 20

Row Labels Count of Q5A
Extremely professionally 2
Quite professionally 11
Moderately professionally 5
Slightly professionally 1
Not all professionally 1
Grand Total 20

b. How professionally do the members
of your team behave?

a. How professionally do the members
of your team behave?

Row Labels Count of Q5B
Extremely honest 2
Very honest 12
Moderately honest 3
Slightly honest 1
Not honest at all 2
Grand Total 20


35 An HR Management Report on Starbucks






6. Employee Welfare and Engagement











Row Labels Count of Q6A
Strongly Agree 4
Agree 10
Neutral 3
Disagree 1
Strongly Disagree 2
Grand Total 20
Row Labels Count of Q6C
Racial discrimination 1
Sexual discrimination 0
Age discrimination 2
Gender discrimination 3
Sexual orientation discrimination 0
No, none of the above have been
observed or experienced 14
Grand Total 20
c. How well do members of your team share responsibility for tasks?

Row Labels Count of Q5C
Extremely well 1
Very well 13
Moderately well 3
Slightly well 1
Not well at all 2
Grand Total 20

b. The company tries to create an
exciting work environment.

a. Overall how satisfied are you with
your position at Starbucks?

Row Labels
Count of
Q6B
Very Satisfied 5
Somewhat Satisfied 8
Not satisfied or dissatisfied 4
Somewhat dissatisfied 2
Very dissatisfied 1
Grand Total 20

c. Have you ever observed or experienced any of the following forms of
discrimination or harassment at Starbucks?