全球咖啡店餐饮餐厅连锁资料 星巴克 企业文化P14.ppt

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1、Starbucks Corporate CultureKatie Brindley,Michelle Grant,Evangelita Nez,Ryan Scalmaniniand Robin TiglerUniversity of PhoenixPSY428 Organizational PsychologyMay 18,2009IntroductionThe following topics will be discussed:Diversity and Customer FocusOrganizational StructureNetworkingOrganizational Ethic

2、sEmployee RelationsCorporate CitizenshipDiversity and Customer FocusStarbucks is not a“franchise”Customer base includes all nationalitiesRepeat customers include business professionals,healthcare professionals,students Store locations are internationalSites include schools,malls,hospitals,airports,g

3、rocery chainsDiversity and Customer FocusManagement execs regularly visit stores to ensure qualityStrategies are implemented to enhance benefits for customers and employeesCustomer ownership and loyalty are key to successCustomer feedback regularly solicitedOrganizational StructureHoward Schultz CEO

4、Restructuring has created new positions for flatter organization:Global Real Estate Design MgrGlobal Strategy MgrHuman Resource Strategy MgrCustomer Experience MgrMarketing&Brand Strategy MgrStore expeditors at all locationsOrganizational StructureFlatter organizational structure will:Lead to more e

5、fficient and more effective business strategyStreamline information flow from customer and low-tier employee to corporate levelKeep customer and bottom line a priority to Starbucks business strategyUtilize new employee manual to streamline production and increase employee efficiencyStarbucks Network

6、ing“My Starbucks Idea”social networking site launched in March 2008:Customers play role in shaping companys future Re-ignites emotional attachment with customers Builds a network of loyal and dedicated clientele Allows open forum for ideas and discussion Provide customers the ability to provide idea

7、s on products and service www.MOrganizational EthicsSupports six point mission statement Mission statement is guiding principle and holds it up as a filter for decision makingEmployee training includes review of mission statement,customer service theory and corporate culture Starbucks New Partner Tr

8、aining Plan includes training on ethics,ergonomics,safety,legal compliance,hands-on trainingEmployee RelationsStarbucks promotes frequent visits to store locations from regional/district mgrsEncourages open employee communications Starbucks values each employee as“partner”Employees provided medical,

9、vision/dental,401k/stock options,tuition reimbursement,vacation Effects of Organizational Ethics and Corporate CultureEmployees share in“Starbucks Experience“Reduction in employee turnover rate20%Management80%Lower tier(Avg retail turnover rate+200%)Results in more satisfied/happy employeesResults i

10、n value oriented ethicsCorporate CitizenshipDeveloped the Shared Planet:Reflects companys desire to conduct business in responsible mannerLong-term plans include improving corporate ethics by 2015 by:Ethical sourcingEnvironmental stewardship Community involvement.Created International Youth Foundati

11、on,Give2Asia,China Education ProjectConclusionStarbucks has become the most successful company in gourmet coffee by integrating:Restructuring of organizationSocial NetworkingFocus on Diversity and Customer ServiceGlobal promotion of ethical business practicesStrengthening employee relationsPromoting

12、 corporate citizenshipReferencesBaldwin,G.(2008,July).Saving starbucks:the next step in the chains revival.Retrieved May 3,2009,from Franchise Times Web site:http:/ 27).Our new seasonal coffees.Retrieved May 3,2009,from Starbucks coffee company Web site:http:/ entrepreneurs.(2001).Retrieved May 3,20

13、09,from My Primetime Web site:http:/ Schultz:Starbucks first mate.(n.d.).Entrepreneur.Retrieved May 2,2009 http:/ 2003).Pleasing employees,pouring profits.Workforce Management,58(2)Retrieved on May 2,2009,from Gale databaseRoberts,J.(2008,June 8).Social networking for business is next big thing.Retr

14、ieved May 3,2009,from Business News Web site:http:/ Unveils Leadership Structure To Execute Transformation Of Company.Retrieved May 1,2009,from http:/ 16).Three great coffees for our clover stores in march.Retrieved May 3,2009,from Starbucks Coffee Company Web site:http:/ hard could it be?:good syst

15、em,bad system.Inc.The Daily Resource For E starbucks idea.Retrieved May 3,2009,from Starbucks CorporationWeb site:http:/ Coffee.(2009).Retrieved May 3,2009,from Starbucks Coffee Company Web site:http:/ corp:board of directors.(2009).Retrieved May 3,2009,from BusinessWeek Website:http:/ Union.(2004).

16、NLRB decision in starbucks election petition.Retrieved May 16,2009,from http:/www.starbucksunion.org/node/77Starbucks unveils new strategic initiatives to transform and innovate the customer Experience.(2008,March 19).BusinessWire.Retrieved May 3,2009,from http:/ site:Ward,S.(2009).Business Networking.Retrieved May 17,2009,from Small Business:Canada Web site:http:/ 2005).Preserving the starbucks counter culture.Workforce Management,28-34.Retrieved on May 16,2009 from,http:/