Operations Excellence Guide

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Questions and Answers

What does it mean to be a partner at Starbucks beyond just holding a job?

Being a partner means being embraced for who you are, having teammates who care, making a difference, growing, doing something meaningful, having a career, being friends with colleagues, and being part of a community.

What is the essence of Passion for Service at Starbucks?

It's the compelling desire to live in service of others through awareness, empathy, and action, making it a choice rather than an accident.

Define Coffee Curiosity as an attribute of operations at Starbucks.

A relentless passion for learning and craft, showing respect for the coffee journey and an unwavering commitment to quality.

In the context of Starbucks, explain what Innovative Spirit encompasses.

It involves pioneering ways of thinking and acting, recognizing the value in breakthrough thinking and the importance of creative solutioning. Signup and view all the answers

What does Operations Excellence signify within the Starbucks framework?

It is the desire to continuously improve foundational behaviors and functional standards that shape the business and elevate the brand. Signup and view all the answers

According to the guide, what does Our Mission entail?

With every cup, with every conversation, with every community—we nurture the limitless possibilities of human connection. Signup and view all the answers

Explain how partners are expected to live Our Values.

Partners live Our Values when they craft with attention to detail, achieve results with integrity, embrace courage, foster belonging, and approach their work with joy. Signup and view all the answers

Outline the key elements of the Barista Pattern at Starbucks.

Prepare, craft & connect, and transition to ensure the Starbucks Experience on each shift. Signup and view all the answers

What should leaders connect with their team to discuss?

Leaders should connect with their team to discuss how core expectations come to life in the role, balance work, and ensure that they are aligned. Signup and view all the answers

What actions can a barista take to contribute to a shift's teamwork?

Supporting an inclusive environment, acting with integrity, recognizing partners, and communicating information. Signup and view all the answers

In the LATTE model, what action do you take when a customer has a bad experience?

Taking action is when you make sure the customer feels supported with the steps you take. Signup and view all the answers

Why are routines used?

Routines are a consistent work method that can be taught and observed which enable consistent work safety and effectiveness. Signup and view all the answers

What factor determines a planted position?

Planted positions are determined by a machine or customer connection point (e.g., espresso machine, Drive Thru window). Signup and view all the answers

In which scenarios is Channel Production appropriate to use?

Channel Production is recommended for use in stores with high volume multiple customer channels (café, MO&P, DT, Delivery). Signup and view all the answers

What does it mean when a supervisor is "Owning"?

A shift supervisor is in the "owning" stage when supporting, engaging, performing duties, and remaining composed. Signup and view all the answers

What is the decision-making model the shift supervisor is expected to use, and what is it's purpose?

The shift supervisor is expected to use the ACT decision-making model, and it's purpose is to keep the store safe, welcoming and meeting customer and partner needs. Signup and view all the answers

As a shift supervisor, what are some questions you can ask yourself to see if you checked into the shift?

Before the shift the shift supervisor can ask themselves, “What do I need to do to be prepared to lead today?” and “What is the current environment of the store relative to the Daily Plan?” Signup and view all the answers

Name the actions a shift supervisor should take if there is a potential for danger.

If there is a potential for danger, there is one course of action, following Store Safety Procedures. Signup and view all the answers

How do you lead an effective shift?

By setting a positive tone, recognizing wins, ensuring preparedness and access to information, and utilizing tools. Signup and view all the answers

What are some key tools a SM uses?

Top tools the Store Manager uses are the SM Weekly Planning, Daily Coverage Report, Plays, and Duty Roster Notebook. Signup and view all the answers

Name a best practice to maintain when on a shift with multiple people at play:

Adjacent machines should be dedicated to Channel Production rather than split bars. Signup and view all the answers

What is the aim of organized production stations?

The goal is to ensure products are available and within reach for the team. Signup and view all the answers

How does the duty roster relate to a store’s deployment?

The duty roster helps ensure a clean, safe, and ready store to provide the Starbucks Experience. Signup and view all the answers

Why do you use daily deployment plan work sheets in LST instead only at the beginning of the week?

Because they serve as the "Play for the Day" and are created regularly by the store manager, indicating the first deployment position and 2nd position (Rotation) to deploy. Signup and view all the answers

Describe a deployment map.

Deployment Maps provide guidance on which positions should be deployed and the primary routines each position is responsible for. Signup and view all the answers

What should the Deployment Principles be used for at all times?

The principles help guide efficient use of work: Work in routine, Maintain Customer Focus, Clarify Roles, Stay balanced, Reduce Motion and Reduce Waiting Signup and view all the answers

Name some things to keep in mind for transitions:

The main thing in transitions should be to maintain the customer experience during transitions, Play Callers leverage communication tools and ensure all positions remain deployed while minimizing barista movement. Signup and view all the answers

As a shift supervisor, what are responsibilities you have to help out other people after you've gotten a hang of shift?

After being well into the shift into “owning” in the shift one has responsibilities include ensuring routines are followed, and tasks are completed to meet customer needs. Signup and view all the answers

How can communication best been done between management and workers?

Communication should happen with The Plays from leadership to be successful, as well as The Duty Roster and Notebook for various other daily and weekly updates.. Signup and view all the answers

What's something to think about during task work planning?

When you are working with the team and customer experience, make sure to plan for how to execute a project while causing low upset for those concerned. Signup and view all the answers

What is the correct role for everyone in all locations to be doing to ensure everyone has a good Starbucks Experience?

The way things are working with excellence are to provide the excellent Starbucks experience, and the most effective is that The Store Manager can help guide performance to their individual role. Signup and view all the answers

What does the framework of the store manager allow for?

The framework in action is for The SM to take ownership (so to call it). with the help of excellence guide to ensure The Team can create Starbucks Experience. Signup and view all the answers

What 8 different roles does the Store Guide suggest for someone to be doing?

For all partners coming in and out of the store, it all can start with having a good idea of different qualities and best cases: to lead by success, have an understanding of the business you’re undertaking, there must be community between peers, you need to build others up, promote sales that are correct to your company, and create an overall sense of purpose, even when outside your role Signup and view all the answers

How do DMs Ensure a quality experience?

With regular talent planning discussion to ensure every store can continue to have great performance. Signup and view all the answers

List some priorities the Team and DMs should have:

Some priorities should be to build authenticity, to encourage a learning environment and finally remove limitations or be challenged by it’s difficulties. Signup and view all the answers

What is a good tip for team meetings and other areas a manager might come across?

Store communications should enable time to align with company priorities including partner, customer, business and Our Mission Signup and view all the answers

What is the shift supervisor who is developing, doing to ensure the people they are supervising thrive?

For the safety and excellence of the shift, they ensure the team is well trained and ready to do their tasks. They maintain inventory, follow all safety protocols, and make sure all tasks are successfully completed. Signup and view all the answers

What is a shift supervisor supposed to do, to be set for every action?

A shift worker in a leadership position has to do to be prepared, that they need ready for make an action, or with store manager who is with new plan that make every step in the road to what they are on. Make sure they stay as being excellent too.. Signup and view all the answers

As a leader, when planning to support shift, what should you consider?

While you are a worker. or with the another side in your heart. for this one make your plan how from the best to more with people know, support team one on of you. and make team better.. Signup and view all the answers

How can store managers ensure their are doing a good job in operations and all standards?

Store managers regularly check and adjust their plan for deployment to ensure partners are consistently able to create the Starbucks Experience. Signup and view all the answers

When facing issues around planning or other problems on operations, what should you focus on fixing?

The best fix are to focus our best if is or our other, which some body are in on it, in side best or what kind in with our best which some buddy all all for have you better. You may do as better is it a kind on. Signup and view all the answers

What are 4 parts of the approach for a store manager that is in the 'owning' stage?

Business Acumen & Problem Solving,Prioritizing & Planning,Culture, Collaboration & Communication,Coaching for Performance & Development Signup and view all the answers

Flashcards

What does 'be a partner' mean?

Being embraced for who you are and making a difference through your work.

What does 'be a leader' mean?

Learning their story and helping them believe in themselves.