chapter 9 teamwork and team performance
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Protégé Brian Cohen Paul Jepsen Kateri Nguyen Megan Stiegelmar Yan Sin Yance Yu. Chapter 9 Teamwork and Team Performance. Starbucks Overview. Began in Seattle, WA in 1971 Today there are more than 15,000 stores in 50 different countries. Starbucks Company Mission. - PowerPoint PPT PresentationTRANSCRIPT
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ProtégéBrian CohenPaul Jepsen
Kateri NguyenMegan StiegelmarYan Sin Yance Yu
Chapter 9 Teamwork and Team
Performance
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STARBUCKS OVERVIEW
Began in Seattle, WA in 1971 Today there are more than 15,000 stores in
50 different countries
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STARBUCKS COMPANY MISSION“Our mission: to inspire and nurture the
human spirit – one person, one cup and one neighborhood at a time.”
Coffee Partners Customers Stores Neighborhood Shareholders
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TopicsoTeams, Teamwork, and Creating a High Performing TeamoTask and Maintenance Leadership Includes:oDistributed leadershipoTask activities oMaintenance ActivitiesoHow to lead groups and teamsoNormsoTeam Cohesiveness
Video goes here
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TEAMS
What are teams?
A small group of people with complementary skills who work actively together to achieve a common purpose.
Starbucks team members are a team because each member is essential for the functions of Starbucks everyday tasks.
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What is teamwork?Teamwork occurs when group members work
together in ways that use their skills effectively to accomplish a purpose
Teams add value to the work processes because working as a team can be more efficient than working alone.
TEAMWORK
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HOW TO CREATE A HIGH PERFORMING TEAM
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
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CREATING A HIGH PERFORMING TEAM STARBUCKS EXAMPLES
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.
Make sure members have the right skills Starbucks philosophy: “Leave no one behind” 24 hours of in store-training about coffee, how to meet, greet and serve customers. Part time workers are also repeatedly told how much they are valued during their 24 hours of training during their first 80 hours of employment.
(www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htm)(www.workforce.com)
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CREATING A HIGH PERFORMING TEAM STARBUCKS EXAMPLES
Create a sense of urgency: Employees have a right to participate in revising company policies as well as a manager. Each staff thinks that they also play an important role in company operating, and they can join to work out a direction of Starbucks. These give employees not only respect, but a sense of participation.
(www.freeonlineresearchpapers.com/starbucks-case-study)
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TEAM BUILDING
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HOW TEAM BUILDING WORKS 1. Problem or opportunity in team
effectiveness Making each team member feel like they are a
part of a family, and not just a number (http://www.inc.com/magazine/19980701/968.html)
2. Data gathering and analysis Starbucks discovered that their employees
worked harder when they felt valued. 3. Planning for team improvements
24 hours of training in the first 80 hours of employment.
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HOW TEAM BUILDING WORKS (CONT.) 4. Actions to improve team functioning 5. Evaluation of results
Employee turnover is around 60%
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APPROACHES TO TEAM BUILDING Periodic meetings that implement the team-
building steps Team members commit themselves to
continuously monitoring group development and accomplishments and making the day-to-day changes needed to ensure team effectiveness Equal Treatment
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TASK AND MAINTENANCE LEADERSHIP
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DISTRIBUTED LEADERSHIP
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TASK ACTIVITIES
Directly contribute to the performance of important task.
Leaders at Starbucks have provided a structure that allows partners to infuse themselves into their work, so that they can inspire customers in legendary ways. The leaders call this the “Five Ways of Being” Be welcoming Be genuine Be considerate Be knowledgeable Be involved
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TASK ACTIVITIES INCLUDE:FIVE WAYS OF BEING Be welcoming
At Starbucks, “being welcoming” is an essential way to get the customer’s visit off to a positive start.
Be genuine At Starbucks, being genuine means to “connect,
discover, and respond.” Be considerate
Starbucks leadership challenges partners to be considerate of needs on a global level and staff members.
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FIVE WAYS OF BEING- CONT. Be knowledgeable
When Starbucks leaders ask partners to “be knowledgeable,” they are encouraging employees to “love what they do and share it with others.”
Be involved From the perspective of Starbucks leadership,
being involved means active participation “in the store, in the company, and in the community.”
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MAINTENANCE ACTIVITIES
Support the emotional life of team as an ongoing social system.
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MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)
Be welcoming
What’s in the Name?Welcoming people by name and remembering them from visit to visit is a small thing, but it counts.
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MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING) Be genuine
Expectations and Service: ConnectLegendary service comes from a genuine desire and effort to exceed what the customer expects.
DiscoverStarbucks understands that discovery is essential to developing a unique and genuine bond.
RespondStarbucks partners are trained not just to listen to their customers, but to take action immediately based on what they hear, and to learn from these experiences for future customer interactions.
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MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)
Be considerate
Looking withinConsiderate actions taken by leadership can serve to encourage thoughtful and respectful behavior among staff members.
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MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)
Be knowledgeable
Formal trainingAt Starbucks, all partners are encouraged to develop knowledge of coffee that can lead to personal insights for customers.
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MAINTENANCE ACTIVITIES (FIVE WAYS OF BEING)
Be involved
Involvement in the StoreOne of the best ways to become involved is to look around the office or store for clues on how to make the customer experiences and the business better.
Involvement in the BusinessStarbucks management makes a point of listening and responding to the ideas and suggestions of partners.
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HOW TO LEAD GROUPS AND TEAMS
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NORMS Ethics norms
“Starbucks empowers all partners to make decisions that impact our reputation….acting ethically in all situations”. (http://assets.starbucks.com/assets/sobc-fy09-eng.pdf)
Organizational and personal pride norms Starbucks is the most progressive employers in
the U.S. (http://news.starbucks.com/article_display.cfm?article_id=225)
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NORMS (CONT.) High-achievement norms
Starbucks has become the number one specialty coffee retailer. (http://www.entrepreneur.com/growyourbusiness/radicalsandvisionaries/article197692.html)
Support and helpfulness norms “Leave no one behind” Policy
(http://www.workforce.com/section/benefits-compensation/feature/starbucks-is-pleasing-employees-pouring-profits/)
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NORMS (CONT.)
Improvement and change norms Starbucks has worked to make things more
efficient for their employees (http://www.ebizq.net/blogs/nari/2009/08/starbucks_lean_process_improve.php)
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TEAM COHESIVENESS
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TEAM COHESIVENESSStarbucks is Highly Cohesive Partners value their position in Starbucks Strive to maintain positive relationships with
other group membersWork in small teams
Partners are energetic and enthusiastic Less likely to be absent Proud about success and sad about failures Low turnover
65% among employees; 25% among managers
Loyal and feel secure
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CONCLUSION- QUESTION FOR THE CLASS Based on experience, has anyone noticed if
Starbucks team members actually work as a team?
If so, have they seem to follow any of the topics we covered today?
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REFERENCES Teams & Teams work
www.usatoday.com/money/smallbusiness/ask/2002/05-20-teamwork.htm
www.freeonlineresearchpapers.com/starbucks-case-study Task Activities & Maintenance Activities
http://www.slideshare.net/happysammy/the-starbucks-experience
http://www.innovativehealthcarespeakers.com/JosephMichelliArticleTheStarbucksExperience.pdf
Norms http://assets.starbucks.com/assets/sobc-fy09-eng.pdf http://news.starbucks.com/article_display.cfm?article_id=225 http://
www.entrepreneur.com/growyourbusiness/radicalsandvisionaries/article197692.html
http://www.workforce.com/section/benefits-compensation/feature/starbucks-is-pleasing-employees-pouring-profits/
http://www.ebizq.net/blogs/nari/2009/08/starbucks_lean_process_improve.php