Protege+Informal+Report

Chapter 9 Teamwork and Team Performance
__Starbucks Company Introduction__ Starbucks began as a small coffee store in Seattle back in 1971. Since then it has spread throughout the world reaching more than 50 countries and setting up over 16,000 locations. It was named by Forbes Magazine as One of the Best Companies to Work for in 2010. Today their products include far more than just coffee, as they also offer handcrafted beverages, merchandise, fresh food and consumer products. Starbucks mission is simple: to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. In trying to achieve a sence of team unity and respect, among its workforce, one very distinct feature of the company is that it refers to its employees as "partners". For Starbucks, the three areas of primary importance for partners are coffee knowledge, product expertise and customer service. Starbucks is more than a place where you go to get coffee, it is an organization that truly provides us with an example of what today's businesses are increasingly like and that is making teamwork and teamplaying the number one priority in today's workplace.  ¢ Began in Seattle, WA in 1971 ¢ Today there are more than 16,000 stores in 50 different countries ¢ Starbucks Mission:  “To inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time”

__Teams__- A small group of people with complementary skills who work actively together to achieve a common purpose. -Starbucks team member are a team because each member is essential for the functions of Starbucks everyday tasks. __Teamwork-__ team members actively working together in ways that use their skills effectively to accomplish a purpose. - Teams add value to the work process because working as a team may be more efficient than working alone. __How to Create a High Performing Team-__ -Teamwork is essential for the success of Starbucks. 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. Howard Schultz, the owner, even goes to ways such as telling all new employees via video how happy he is to have them become a part of the team. -Part time workers are also repeatedly told how much they are valued during the 24 hours of training during the first 80 hours of employment. (www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htm) -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. (www.freeonlineresearchpapers.com/starbucks-case-study)
 * Communicate high-performance standards
 * Set the tone in the first team meeting
 * Create a sense of urgency
 * Make sure members have the right skills
 * Establish clear rules for team behavior
 * As a leader, model expected behaviors
 * Find ways to create early "successes."
 * Continually introduce new information
 * Have members spend time together
 * Give positive feedback

__Task Activities -__ Directly contribute to the performance of important task. Starbucks has wrestled with ways to invite its partners to fully engage their passions and talents every day in every interaction at work. The leadership has to ensure that individual partners’ differences are mixed into a generally uniform experience for customers. Starbucks encourages partners at all levels to pour their creative energy and dedication into everything they do. 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” > At Starbucks, “being welcoming” is an essential way to get the customer’s visit off to a positive start. It is also the foundation for producing a predictably warm and comfortable environment. > At Starbucks, being genuine means to “connect, discover, and respond.” Focusing on these 3 elements in each customer interaction forms a quality relationship. Genuineness requires listening through both verbal and nonverbal channels. > Starbucks leadership challenges partners to be considerate of needs on a global level, and staff members. By making consideration their own, Starbucks partners look beyond their own needs and consider the needs of others. > When Starbucks leaders ask partners to “be knowledgeable,” they are encouraging employees to “love what they do and share it with others.” Starbucks executives understand something that few business leaders do: sharing knowledge with customers makes for more sophisticated consumers. > From the perspective of Starbucks leadership, being involved means active participation “in the store, in the company, and in the community.”
 * 1) Be welcoming
 * 1) Be genuine
 * 1) Be considerate
 * 1) Be knowledgeable
 * 1) Be involved

__Maintenance activities __- Support the emotional life of team as an ongoing social system 1. Be welcoming <span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">Welcoming people by name and remembering them from visit to visit is a small thing, but it counts. <span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">Starbucks leadership understands that customers long to have their uniqueness recognized. Therefore, these leaders impart the importance <span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">of treating people in a way that leaves everyone feeling unique and special-whether they are customers, clients, or staff members.
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">//<span style="background-color: transparent; color: #000000; text-decoration: none; vertical-align: baseline;">What’s in the Name? //
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">//<span style="background-color: transparent; color: #000000; text-decoration: none; vertical-align: baseline;">Acknowledging Uniqueness //

<span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">2. Be genuine <span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">Legendary service comes from a genuine desire and effort to exceed what the customer expects. Repeatedly, customers have shared <span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">experiences of Starbucks partners doing the extraordinary-making a connection well beyond some formulaic greeting. <span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">Business success requires the discovery of each customer’s needs and individual situation. Starbucks understands that discovery is <span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">essential to developing a unique and genuine bond. <span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">Starbucks partners are trained not just to listen to their customers, but to take action immediately based on what they hear, and to learn <span style="background-color: transparent; color: #000000; font-family: Arial,Helvetica,sans-serif; font-size: 12px; text-decoration: none; vertical-align: baseline;">from these experiences for future customer interactions.
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">//<span style="background-color: transparent; color: #000000; text-decoration: none; vertical-align: baseline;">Expectations and Service: Connect //
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">//<span style="background-color: transparent; color: #000000; text-decoration: none; vertical-align: baseline;">Discover //
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">//<span style="background-color: transparent; color: #000000; text-decoration: none; vertical-align: baseline;">Respond //

3. Be considerate Considerate actions taken by leadership can serve to encourage thoughtful and respectful behavior among staff members.
 * // Looking Within //

4. Be knowledgeable At Starbucks, all partners are encouraged to develop knowledge of coffee that can lead to personal insights for customers. For example, partners use their knowledge to help customers appreciate how fresh, high-quality coffee provides a rich taste profile through the aromatic gases that the coffee releases.
 * // Formal Training //

5. Be Involved 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. Because management encourages Starbucks partners to be involved in the company, partners often look at how they can improve the manner in which customer needs are served. Starbucks management makes a point of listening and responding to the ideas and suggestions of partners. By involving themselves in product development and expansion of services, partners take a proactive approach to the future of the business. Community involvement can take many forms, from creating a community meeting place, to supporting community events, to staff volunteering in community-related activities. Starbucks leadership encourages and supports engagement in all of these areas.
 * // Involvement in the Store //
 * // In-Store Improvements //
 * // Involvement in the Business //
 * // Be Involved in the Community //

http://www.slideshare.net/happysammy/the-starbucks-experience http://www.innovativehealthcarespeakers.com/JosephMichelliArticleTheStarbucksExperience.pdf

__<span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Team Building __ <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">(Approaches to Team Building) How Team Building Works 1. Problem or opportunity in team effectiveness 2. Data gathering and analysis 3. Planning for team improvements 4. Actions to improve team functioning 5. Evaluation of results <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">¢ Periodic meetings that implement the team-building steps

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">¢ Self-managed formal retreats.

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">¢ Team members commit themselves to continuously monitoring group development and accomplishments and making the day-to-day changes needed to ensure team effectiveness

__<span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Task and Maintenance Leadership (Introduction) __


 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">An important objective that Starbucks strives for is to continue keeping partners happy with one another. Partners must create a place where they can be themselves and treat one another with respect and dignity. Starbucks feels that by partners being comfortable at work will also keep guest feeling the same. Customers are another important objective management sets for all employees. Starbucks encourages partners to fully engage with guest in hopes that they can uplift the lives of their customers, even if just for a few moments. The next objective is for all partners to maintain the perfect ambiance in the store that gives customers a sense of belonging, a place where they can meet with friends giving them a break from the worries outside.
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Starbucks truly believes that if the employee is treated well and the employee is treated as human being instead of some lowly worker that the employee will work hard for the company and in turn make the customer satisfaction at very high levels.

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">__Team Cohesiveness__


 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Cohesiveness: the degree to which members are attracted to a group and motivated to remain a part of it.

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Highly Cohesive


 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Value membership
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Strive to maintain positive relationships with other group members
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Team members are energetic
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Less likely to be absent
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Proud about success and sad about failures
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Low turnover
 * <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Loyal and secure

<span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">Norms <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">1. Ethics norms <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">2. Organzational and Personal Pride norms <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">3. High-Achievement norms <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">4. Support and helpfulness norms <span style="font-family: Arial,Helvetica,sans-serif; font-size: 12px;">5. Improvement and change norms

__**How To Lead Groups & Teams**__



¢ The management makes it a point to listen and respond to the ideas and suggestions of partners – as a result, partners frequently take responsibility for suggesting and championing new product ideas based on the inputs from their customers. ¢ “Partners” instead of “Employee” ¢ Leaders have to understand that they must take care of both the “below-deck” (unseen aspects) and the “above-deck” (customer-facing) components of the customer experience. In the world of business, everything truly does matter. ¢ Starbucks offers an interactive structure that makes personnel instill themselves into their job; hence they can motivate partners to satisfy themselves then achieving a new level of performance. ¢ The managers in Starbucks treat each workpeople equally. ¢ There are interviews weekly to see what employees’ need is. A special survey called ‘Partner View Survey’ is taken off approximate every two years. The managers can receive feedbacks through the event to which part should be improved or what issue should be paid more attention to. ¢ Showing a respect to employees and well-developed environment have lead Starbucks to produce the best working quality for customers and an increase in profits. ¢ Each member plays an important role in the teamwork; therefore everyone in that team can meet their need for getting acquainted with different colleagues and learn new skill from each other. Sources: http://www.slideshare.net/happysammy/the-starbucks-experience http://www.freeonlineresearchpapers.com/starbucks-case-study http://books.mcgraw-hill.com/downloads/products/0071477845/sample_chapter.pdf http://starbucks.co.uk/blog/coffee-ambassador-on-tour/836

http://www.innovativehealthcarespeakers.com/JosephMichelliArticleTheStarbucksExperience.pdf

**__Distributive Leadership__**