Starbucks Deployment Knowledge Check

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Questions and Answers

What is deployment?

A binder with plans to meet and exceed customer demand by having the right people in the right place at the right time.

Where can deployment be found?

By the display case under the break sheet.

What information does the deployment contain?

Ensures stores have a plan for each staffing level.

When is it appropriate to flex?

When in a support position, flex wherever there is more demand. Signup and view all the answers

What is the LATTE model?

A practice of how to make it right when things go wrong with a guest. Signup and view all the answers

LATTE stands for which of the following?

Listen Signup and view all the answers

What is the Daily Records book?

A book that holds information on daily temperatures, weekly update readiness chart, and cleaning. Signup and view all the answers

What is Daily Records used for?

Used to keep a record on a day-to-day basis during a promotion. Signup and view all the answers

Where can you find the siren's eye?

On the desk, by the computer. Signup and view all the answers

What is the difference between a station assessment and a clean play?

Station assessment is for Playcaller assessing the station; clean play is for Barista completing the clean play. Signup and view all the answers

Where can I find the cleaning standards when performing one?

Standards for all stations are right in the beginning of the clean safe & ready tab. Signup and view all the answers

Name the 4 positions in the store.

Register, bar, customer support, support. Signup and view all the answers

How many routines are there?

6 routines. Signup and view all the answers

Name the 6 routines.

Milk steaming routine, beverage routine, blended beverage routine, brewing routine, warming routine, cafe order routine. Signup and view all the answers

What are the steps of the milk steaming routine?

Pour milk, aerate milk, auto-steam milk, sanitize, groom. Signup and view all the answers

What is the beverage routine?

Steam milk, queue shots, pump syrup, finish & connect. Signup and view all the answers

What are the steps of the blended beverage routine?

Pump coffee, pour milk, pour cup contents, add flavor and ice, pump base, blend, finish & connect, clean up. Signup and view all the answers

What are the steps of the brew coffee routine?

Reset, grind, prepare, brew. Signup and view all the answers

What are the steps of the POS/cafe order routine?

Welcome, mark, ring, tender, gather, finish. Signup and view all the answers

What are the steps in the warming routine?

Prepare, warm, finish & connect. Signup and view all the answers

Describe the customer support cycle.

Brew coffee (follow bee routine), refresh customer area (wipe area/hand-off), perform cycle task (operations station tasks/restocks). Signup and view all the answers

What is the mission statement?

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

What is customer commitment?

Make every moment right. Signup and view all the answers

What is SOLAS?

Smile, offer friendly greeting, learn customers' names & orders, assume the best by others, say thank you. Signup and view all the answers

Study Notes

Deployment

Deployment is a strategic binder designed to optimize customer service by ensuring proper staffing levels and resource allocation.
Located by the display case under the break sheet, it is a vital tool for managing staff effectively.

Staffing

Contains comprehensive plans for various staffing scenarios to enhance service delivery at Starbucks.
Baristas are trained to follow established routines to facilitate successful deployment.

Flexibility in Staffing

Flexibility is encouraged in support roles during peak demand periods to maintain service efficiency.

LATTE Model

The LATTE model addresses customer service challenges with a structured approach when issues arise.
Components of LATTE include Listen, Apologize, Take action to make it right, Thank the customer, and Ensure satisfaction.

Daily Records

The Daily Records book tracks essential operational data, like daily temperatures, weekly readiness updates, and cleaning logs.
Used for documentation during promotions to ensure adherence to standards.

Station Assessment vs. Clean Play

A station assessment involves evaluating a specific area for cleaning, while a clean play is the execution of that cleaning using prescribed instructions.

Cleaning Standards

Detailed cleaning standards can be found under the Clean, Safe & Ready tab at the beginning, with additional specifics following.

Store Positions

Four main positions exist within the store: register, bar, customer support, and support.

Routines

There are six established routines for baristas to follow to ensure consistency in service.
Routines include: milk steaming routine, beverage routine, blended beverage routine, brewing routine, warming routine, and cafe order routine.

Routine Details

Milk Steaming Routine: Pour, aerate, auto-steam milk, sanitize, and groom.
Beverage Routine: Steam milk, queue shots, pump syrup, finish and connect.
Blended Beverage Routine: Involves multiple steps from pumping coffee to cleaning up after blending.
Brew Coffee Routine: Steps: reset, grind, prepare, and brew.
Cafe Order Routine: Includes welcome, mark, ring, tender, gather, and finish tasks.
Warming Routine: Steps: prepare, warm, and finish & connect.

Customer Support Cycle

Involves brewing coffee, refreshing the customer area, and completing operational tasks to support a positive customer experience.

Core Principles

Mission Statement: Focuses on nurturing human connection through every interaction and service provided.
Customer Commitment: Ensures every moment is made right for customers.
SOLAS Framework: Highlights the importance of welcoming gestures, recognizing customers, and fostering a positive atmosphere through gratitude and kindness.

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Description

Test your understanding of deployment at Starbucks with this knowledge check. Each flashcard focuses on different aspects of deployment, including its definition, location, and the information it contains. Perfect for employees and managers looking to enhance their operational knowledge.