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

 An HR Management Report on Starbucks 2

TABLE OF CONTENTS

PARTS PAGES

I. Introduction
A. Background of the Company 4-5
B. Statement of the Problem 5
C. Statement of Objectives 5-6
D. Scope and Limitations 6
E. Significance of the Study 6
F. Research Methodology 6-7
II. Review of Related Literature
A. HR Performance 7-8
B. HR Metrics Used
1. Recruitment 8
2. Training 8-9
3. Performance Appraisal 9-10
4. Team Development 10-11
5. Employee Welfare and Engagement 11
C. Analysis
1. Strength 11-12
2. Areas for Improvement 12-13
D. Data Analysis and Interpretation
1. Demographics 14-17
2. Recruitment 17-19
3. Training 19-20
4. Performance Appraisal 21
5. Team Development 22-23
6. Employee Welfare and Engagement 23-25
 An HR Management Report on Starbucks 3

III. Conclusion and Recommendation

A. Conclusion 26
B. Recommendation 26
IV. References 27
V. Appendices
A. Survey Questionnaire 28-31
B. Pivot Table 32-35
 An HR Management Report on Starbucks 4

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 company‟s

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

 An HR Management Report on Starbucks 5

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 company‟s HR metrics.

1. To identify the human resource metrics used by Starbucks towards its

employees.
2. To examine the performance on the company.
 An HR Management Report on Starbucks 6

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 company‟s 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

 An HR Management Report on Starbucks 7

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.

 An HR Management Report on Starbucks 8

"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 it‟s a hard company to get into”. It‟s

difficult to find the right person who has the right skills and is fitted into the

culture of Starbucks. The former recruiter also added, “There‟s a big

component of being a corporate citizen at Starbucks,” and, “it‟s 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 company‟s product and service

development. Firms may give employees various training programs so that

 An HR Management Report on Starbucks 9

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

 An HR Management Report on Starbucks 10

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 other‟s 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 doesn‟t only involve the staff, but even those on

top, and to maintain this, they also ensure that there is a well-organized
 An HR Management Report on Starbucks 11

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 they‟re 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
 An HR Management Report on Starbucks 12

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
 An HR Management Report on Starbucks 13

in the case that it does. This doesn‟t mean that they should stop empowering

their employees either. Rather, Starbucks has to reinforce their partner‟s

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.
 An HR Management Report on Starbucks 14

D. Data Analysis and Interpretation

1. Demographics
a. Gender

35%
(7) Male
Female
65%
(13)

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

10% 10%
(2) (2)
18-25
26-35
25%
(5) 36-45
35%
(7) 46-55
20% 56 and above
(4)

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
 An HR Management Report on Starbucks 15

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?

15% Less than 6 months

30% (3)
(6) 6 months-1 year

25% 1-2 years

(5)
3-5 years
20%
10%
(4)
(2) More than 5 years

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?

10% 5%
(2) (1)

30% Php 100,000 and below

(6) Php 100,001-Php 200,000
20% Php 200,001-Php 300,000
(4)
Php 300,001-Php 400,000
35% Php 400,000 and above
(7)

Figure 4: Yearly income of the respondents

 An HR Management Report on Starbucks 16

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?

10% Customer Service

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

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).
 An HR Management Report on Starbucks 17

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

10% 15%
(2) (3) Clerical
Technician
25%
(5) Managerial
30% Accounting
(6)
20% Project Management
(4)

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?

10%
(2)

Yes
No

90%
(18)
 An HR Management Report on Starbucks 18

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 don‟t
think that Starbucks does the process properly.
b. How well do Starbucks’ affirmative action needs clarified and
supported in the selection process?

5%
(1)

35%
Poor
(7)
Adequate
60% Excellent
(12)

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 department’s performance in recruitment
and selection?

0%

25%
(5) Poor
Adequate
75% Excellent
(15)

15 out of the 20 respondents (75%) rated the HR department‟s

performance in recruitment and selection as adequate. 5 out of the 20
 An HR Management Report on Starbucks 19

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?
5% 0% 0% Very Satisfied
(1)
Satisfied
30%
25%
(6) Neutral
(5)
Dissatisfied
40% Very Dissatisfied
(8)
Not Applicable / Not Sure

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.

10% 0%
(2)
Strongly Agree
15% 35%
(7) Agree
(3)
Neutral
Disagree
40%
(8) Strongly Disagree

8 out of the 20 respondents (40%) said that they agree to the

statement, “Starbucks understands the training needs of my department”.
 An HR Management Report on Starbucks 20

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?

10% 5%
(2) (1)

Yes
No
Not sure
85%
(17)

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.
 An HR Management Report on Starbucks 21

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

Excellent Very Good Good Average Poor

Communication 3 (15%) 10 (50%) 5 (25%) 0

2 (10%)

Planning and Organizing 3 (15%) 13 (65%) 4 (20%) 0

Directing and Coordinating 5 (25%) 12 (60%) 3 (15%)0

Job / Technical Knowledge 3 (15%) 10 (50%) 5 (25%) 2 (10%)

0

Interpersonal relationship 4 (20%) 12 (60%) 3 (15%)0 1

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 manager‟s performance on
Communication as “very good”. For the second area, majority of the
respondents (13 out of 20) rated their manager‟s performance on Planning
and Organizing as “very good”. For third area, majority of the respondents
(12 out of 20) rated their manager‟s performance on Directing and
Coordinating as “very good”. For the fourth area, majority of the respondents
(10 out of 20) rated their manager‟s performance on Job / Technical
Knowledge as “very good”. For the last area, majority of the respondents (12
out of 20) rated their manager‟s performance on Interpersonal relationship as
“very good”.
 An HR Management Report on Starbucks 22

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

5% 5%
(1) (1)
10%
(2) Extremely professionally
Quite professionally
25%
(5) Moderately professionally

55% Slightly professionlly

(11)
Not all professionally

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?

5%
(1) 10% 10%
(2) (2) Extremly honest
Very honest
15%
(3) Moderately honest
Slightly honest
60%
(12) Not honest at all

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,
 An HR Management Report on Starbucks 23

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?

5%
5% (1)
(1) 10%
(2) Extremely well
Very well
15%
(3) Moderately well
Slightly well
65%
(13) Not well at all

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%
10%
(1) Strongly Agree
(2)
20%
(4) Somewhat Agree
15%
(3) Neither agree nor disagree

50% Somewhat Disagree

(10)
Strongly Disagree
 An HR Management Report on Starbucks 24

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?

10% 5%
(2) (1)
Very Satisfied
25%
(5) Somewhat Dissatisfied

20% Not satisfied or dissatisfied

(4)
Somewhat Satisfied
40%
(8) Very Dissatisfied

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”.
 An HR Management Report on Starbucks 25

c. Have you ever observed or experienced any of the following forms of

discrimination or harassment at Starbucks?

0% Racial discrimination
5%
(1) 10%
Sexual harassment
(2)

Age discrimination
15%
(3)
Gender discrimination

0% Sexual orientation
70%
discrimination
(14)
No, none of the above
have been observed or
experienced

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.
 An HR Management Report on Starbucks 26

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.

 An HR Management Report on Starbucks 27

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
 An HR Management Report on Starbucks 28

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

____________________
 An HR Management Report on Starbucks 29

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 organization‟s affirmative action needs clarified and
supported in the selection process?
a. Poor
b. Adequate
c. Excellent
3. How would you rate the HR department‟s performance in recruitment and
selection?
a. Poor
b. Adequate
c. Excellent

II. Training
1. How satisfied are you:

Very Satisfied Neutral Dissatisfied Very Not

Satisfied Dissatisfied 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
 An HR Management Report on Starbucks 30

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
 An HR Management Report on Starbucks 31

V. Employee Welfare and Engagement

1.

2.

3.
 An HR Management Report on Starbucks 32

B. Pivot Tables
1. Demographics
a. Gender d. What is your yearly income?
Row Labels Count of Gender Count of
Male 13 Yearly
Female 7 Row Labels Income
Grand Total 20 Php 100,000 and below 6
Php 100,001-Php 200,000 7
Php 200,001-Php 300,000 4
b. Age
Php 300,001-Php 400,000 2
Row Labels Count of Gender Php 400,000 and above 1
18-25 2 Grand Total 20
26-35 5
36-45 4 e. Which of the following best
46-55 7 describes the department you
56 and above 2 work in?
Grand Total 20 Count of
Yearly
c. How long have you worked at Row Labels Income
Starbucks? Customer Service 2
Finance / Accounting 4
Count of Time MIS 4
worked at
Sales / Marketing 3
Row Labels Starbucks
Corporate Marketing 2
Less than 6 months 3
Human Resources 5
6 months-1 year 5
Grand Total 20
1-2 years 2
3-5 years 4 f. Which of the following best
More than 5 years 6 describes your position here?
Grand Total 20
Count of
Yearly
Row Labels Income
Clerical 3
Technician 6
Managerial 4
Accounting 5
Project Management 2
Grand Total 20
 An HR Management Report on Starbucks 33

2. Recruitment
a. Does Starbucks clearly define the b. How well do Starbucks’ affirmative
position objectives, requirements action needs clarified and
and candidate specifications in the supported in the selection
recruitment process? process?

Row Labels Count of Q2A Row Labels Count of Q2B

Yes 18 Poor 1
No 2 Adequate 12
Grand Total 20 Excellent 7
Grand Total 20
c. How would you rate the HR
department’s performance in
recruitment and selection?
Row Labels Count of Q2C
Poor 0
Adequate 15
Excellent 5
Grand Total 20

3. Training
b. How would you rate the HR a. Starbucks understands the
department’s performance in training needs of my department.
recruitment and selection?
Row Labels Count of Q3B
Row Labels Count of Q3A
Strongly Agree 7
Very Satisfied 6 Agree 8
Satisfied 8 Neutral 3
Neutral 5 Disagree 2
Dissatisfied 1 Strongly Disagree 0
Very Dissatisfied 0
Grand Total 20
Not applicable / Not sure 0
Grand Total 20

c. Would you recommend Starbucks’

training services to colleagues or
contacts within your industry?
Row Labels Count of Q3C
Yes 17
No 2
Not sure 1
Grand Total 20
 An HR Management Report on Starbucks 34

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

Count of Q4A- Count of Q4A- Planning

Row Labels Communication Row Labels and Organizing
Excellent 3 Excellent 3
Very Good 10 Very Good 13
Good 5 Good 4
Average 2 Average 0
Poor 0 Poor 0
Grand Total 20 Grand Total 20

Count of Q4A- Directing Count of Q4A- Job /

Row Labels and Coordinating Row Labels Technical Knowledge
Excellent 5 Excellent 3
Very Good 12 Very Good 10
Good 3 Good 5
Average 0 Average 2
Poor 0 Poor 0
Grand Total 20 Grand Total 20

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

5. Team Development
b. How professionally do the members a. How professionally do the members
of your team behave? of your team behave?
Row Labels Count of Q5A Row Labels Count of Q5B
Extremely professionally 2 Extremely honest 2
Quite professionally 11 Very honest 12
Moderately professionally 5 Moderately honest 3
Slightly professionally 1 Slightly honest 1
Not all professionally 1 Not honest at all 2
Grand Total 20 Grand Total 20
 An HR Management Report on Starbucks 35

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
6. Employee Welfare and Engagement
b. The company tries to create an a. Overall how satisfied are you with
exciting work environment. your position at Starbucks?

Row Labels Count of Q6A Count of

Strongly Agree 4 Row Labels Q6B
Agree 10 Very Satisfied 5
Neutral 3 Somewhat Satisfied 8
Disagree 1 Not satisfied or dissatisfied 4
Strongly Disagree 2 Somewhat dissatisfied 2
Grand Total 20 Very dissatisfied 1
Grand Total 20

c. Have you ever observed or experienced any of the following forms of

discrimination or harassment at Starbucks?
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