Unformatted Attachment Preview
1
Change Management Impact
Change Management Impact
Andrea Markiewicz
HRM/531
June 19, 2017
Patrick Stapleton
2
Change Management Impact
Change Management Impact
When organizations develop efficient ways to introduce and implement changes, this
process can help ease the stress of your employees when change gets introduced. Also, it helps
your customers, vendors and business partners to adjust any variations in the way you do
business. As a company grows and evolves, they will experience change since there comes a
time when change is inevitable (Nastase, Giuclea & Bold, 2012).
Since I am currently not in the workforce at this moment, a chosen organization that I
know some management personnel very well is through a local Starbucks coffee shop on my end
of town. I got offered a chance to interview a manager there where she mentioned how their
organizational culture influences her employees and their business performance. Additionally, I
spoke to some employees and the some of the other management team personnel who discussed
how the process of culture affects interactions between employees and the treatment of
customers.
Purpose For The Change
Starbucks coffee shop has experienced a change regarding organization culture relating to
issues such as the mutual interaction between employees in the workplace and matters
concerning customer relations, such as a courteous welcome to the shop and warm greetings
among others. The reason for the change was to create a healthy working environment and
mostly distinguish Starbucks from other competitive coffee shops (Marques, 2008).
3
Change Management Impact
People Involved In The Change
Starbucks organizational culture change touches directly all stakeholders of the business
running from the owners to the customers. For instance, the franchise owner needs to get notified
of the modification and the need to implement the changes in organizational structure. They
supply finances and allow all necessary resources required for the revised amendment. Managers
are the overseers of the business direction. They supervise the change process and implement the
appropriate policies. Employees actively implement the change and receive appropriate feedback
about the performance of the modification employed (Seaford, Culp & Brooks, 2012).
Customers are affected by the change since the cultural shift is about consumer tastes and
preferences. They are the most important stakeholders during the change management process as
they majorly indicate whether a change gets met successfully or not (Dessler, 2017).
Change Implementation Methods
Starbucks implemented changes for their organizational culture strategy within their
change management team that comprised of a manager and the most “influential” employees
who have a duty to listen to concerns, including risks, and make sure the implementation process
between workers and coffee consumer interactions is active (Kauffman, 2013). This method got
done in four phases:
Phase 1: Communication-Creating an advanced communication plan, mostly a face-to-face or
two-way model used. First, communicating to the firm’s stakeholders about the need to change
organizational culture and how it will affect the business in the long run (Kauffman, 2013). The
team will also help the stakeholders understand the change and be positive about it.
4
Change Management Impact
Phase 2: Dealing with Resistance-It’s a strong team and confident employees should deal with
concerns raised by stakeholders opposing the change. In Starbucks, some employees seemed to
be comfortable with the current employee relation and customer services, and elsewhere
managers complained that change process would be expensive and consume most franchise
firms’ funds (Sandelands, 1997).
Phase 3: Engage the Employees-Make employees to know their impact on the change and have a
sense of ownership. They can get included in activities such as imposing other employees to
training workshops about good customer relations, seminars and benchmarking in hotel
conference rooms in and outside the city to gain an experience in customer treatment, welcome
patterns and even mode of greeting. This process will focus on employees most affected by the
change such as baristas, supervisors, as well as the resistant workers (Sandelands, 1997). During
the process, identify motivational factors to employees, this includes allowing casual dress down
on some days, issuing gifts such as t-shirts and caps, giving gift cards, bonuses and incentives,
allowances on top of salaries, as well as a free lunch (food and drinks).
Phase 4: Implement the Change-After the engagement process, the plan is ready to be imposed
in action. Roles and responsibilities of each worker have been stipulated precisely according to
the new organizational culture and got done to the most affected workers. Policies and
regulations to get followed in the work environment, how employees "carry themselves around"
mode of appearance, general rules and other internal procedures of operation contained (Moore,
2006).
5
Change Management Impact
Budget Concerns, Timeline, And Measurement of Success/Metrics
Starbucks budget concerns involve their employees, the amount the organization spends
and the expected returns on profits. The business should set up a budget that fits their needs and
ensures that employees are comfortable with their salaries or hourly pay. The timeline will be a
major guideline on how the employees work. For example, in this case for the Starbucks
franchise location, a timeline was used to schedule the duties of their employees and what is
supposed to get done on consecutive days. The schedule primarily enables the employees to
carry on their duties effectively. The measurement of success will get based on the employee
performance and what the organization has achieved so far. This process can get done
concerning what sales have done per month to help enhance profits among Starbucks coffee
beverages and snacks (Devaney, 2016).
Follow-Up Plan Recommendations
Positive feedback through word of mouth or online can contribute to improving
Starbucks image and reputation to increase even more customer traffic. With continuous growth
in a significant number of coffee consumers, Starbucks can double their profit margins and
revenue level hence covering the total costs. Cooperation between workers at all levels improves
the speed of job tasks and mutual relationships. More consultations in the top office when it
comes to training and organizational clarity, better-organized parking area, and flexible sitting
arrangements inside and outside the coffee shop that is more spaced out walking around.
6
Change Management Impact
Starbucks Schematic Diagram
COMMUNICATION-Need to
change dressing code, ample
welcome, speed and teamwork
Managers,
Supervisors,
and Employees
Team Building
Workshop Supervisor
Three Service
Workers
Receptionist
DEAL WITH
RESISTANCE MEMBERS
Money
Wasted
ENGAGE EMPLOYEES-Most affected and
resistant members
Time Wasted
Benchmarking Marriott Hotel
Customer Relation
Ample Welcome
& Warm Greetings
Training on Ethics
& Dress Codes
IMPLEMENT CHANGE
Coffee Served
Faster
Birthday Cards & T-Shirts
Cooperation &
Teamwork
7
Change Management Impact
Conclusion
Organizational culture at times for service industries like Starbucks may become difficult
to cope with; however, it can help organizations to challenge their best performances and to get
the best out of their staff workers. It makes firms strive to move forward getting past their
competitors. This process creates a strong good environmental impact to change and in return,
satisfied customers (Richards, 2017).
8
Change Management Impact
References
Dessler, G. (2017). Human Resource Management. (15th Ed.). Upper Saddle, NJ. Pearson
Education.
Devaney, E. (2016). The 3 Customer Success Metrics You Should Be Measuring. Drift.
Retrieved from https://blog.drift.com/customer-success-metrics/
Kauffman, B. L. (2013). Seattle's Seafaring Siren: A Cultural Approach to the Branding
of Starbucks (Order No. 1535795). Available from ProQuest Dissertations &
Theses Global. (1351130628). Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/1351130628?
pq-origsite=summon&accountid=458
Marques, J. F. (2008). Spiritual Performance from an Organizational Perspective: The
Starbucks Way. Corporate Governance, 8(3), 248-257. Retrieved from
http://search.proquest.com.contentproxy.phoenix.edu/docview/205185323?pqorigsite=summon&accountid=458
Moore, J. (2006). Tribal Knowledge. Business Wisdom Brewed From The Grounds Of
Starbucks Corporate Culture. PP. 1-266. Retrieved from
http://ebookcentral.proquest.com.contentproxy.phoenix.edu/lib/apollolib/reader.ac
tion?docID=3016175
9
Change Management Impact
Nastase, M., Giuclea, M., & Bold, O. (2012). The Impact of Change Management in
Organizations - A Survey of Methods and Techniques for a Successful
Change. Revista De Management Comparat International, 13(1), 5-16. Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/1368615789?
pq-origsite=summon&accountid=458
Richards, L. (2017). Why Is Change Important in an Organization? Chron. Retrieved
from http://smallbusiness.chron.com/change-important-organization-728.html
Sandelands, E. (1997). "Strategic Issues for Training.” Industrial and Commercial
Training, Vol. 29 Issue: 4. PP. 97-140. Retrieved from chromeextension://oemmndcbldboiebfnladdacbdfmadadm/http://www.emeraldinsight.co
m.contentproxy.phoenix.edu/doi/pdfplus/10.1108/00197859710791592
Seaford, B. C., Culp, R. C., & Brooks, B. W. (2012). Starbucks: Maintaining A Clear
Position. Journal of the International Academy for Case Studies, 18(3), 39-57.
Retrieved from http://el2ne5ae7f.search.serialssolutions.com/?ctx_ver=Z39.882004&ctx_enc=info%3Aofi%2Fenc%3AUT8&rfr_id=info%3Asid%2Fsummon.s
erialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajourn
al&rft.genre=article&rft.atitle=Starbucks%3A+maintaining+a+clear+position&rft
.jtitle=Journal+of+the+International+Academy+for+Case+Studies&rft.au=Seafor
d%2C+Bryan+C&rft.au=Culp%2C+Robert+C&rft.au=Brooks%2C+Bradley+W
&rft.date=201204%2001&rft.pub=Jordan+Whitney+Enterprises%2C+Inc&rft.issn=1078-
10
Change Management Impact
4950&rft.volume=18&rft.issue=4&rft.spage=35&rft.externalDBID=XI7&rft.exte
rnalDocID=A303895451¶mdict=en-US
1
Compensation and Benefits Strategy
Compensation and Benefits Strategy
Andrea Markiewicz
HRM/531
June 26, 2017
Patrick Stapleton
2
Compensation and Benefits Strategy
Compensation and Benefits Strategy
A compensation plan of an organization consists of components that determine what the
employees of a company will receive regarding the salaries, benefits, and bonuses. This type of
plan is a crucial element that substantially determines whether the employees of an organization
work and carry out their duties with motivation and happiness, or without work morale. It is
therefore important to carefully construct a compensation plan that motivates workers as they
carry out their daily responsibilities (Liccione, 2007).
Trends Shaping Total Rewards For Employees
Supply and demand can impact what we pay for everything. When it comes to
compensation, there are additional factors at play. These factors are the cost of living, economy,
society, and culture. Trends of payment change so rapidly and it can be challenging to keep up.
Businesses can risk losing their competitive edge out in the market (Hai-Ming & Hsieh, 2006).
The Starbucks company should devise a compensation plan capable of implementing without
struggling financially. It should, therefore, put into consideration the amount of capital they
make and the amount they will allocate to cover the employee hourly pay, salaries, bonuses and
other incentives. Another factor is the compensation from emerging global markets. Starbucks
coffee is not operating on its own, and as a result, it faces competition from other organizations.
Therefore, the way an organization devises a compensation and benefits strategy should match or
outdo those of the competitors. If it does not match those of the competing teams, then it faces
the risk of losing its labor workforce. Technology and globalization are other determinants that
shape how an organization is going to create a compensation plan and benefits strategy (Zhang
3
Compensation and Benefits Strategy
& Smith, 2010).
Current Compensation Plan At Starbucks
Starbuck’s compensation plan for their associates includes a comprehensive benefits
package. Their plan for wellness and health insurance consists of medical, dental, accidental
death & dismemberment, life insurance, disability insurance, health savings account, mental
health care, employee assistance program, etc. Their plan for financial and retirement consists of
401K, employee stock purchase, pension, stock options, etc. Their plan for family and parenting
consists of adoption assistance, maternity and paternity leave, family medical leave, etc. For their
lifestyle vacation and time-off plans, they include bereavement leave, paid holidays, vacation
and paid-time-off, etc. For the plan on employee discounts and perks, they consist of company
social events, free lunch or snacks, mobile phone discount, etc. And of their workplace
professional support, their plan includes tuition assistance, job training, professional
development, etc. (“Starbucks Benefits,” 2008-2017).
Levels Of Responsibility And Compensation
Compensation can get done by the standard of trust the employee plays in the Starbucks
organization when it comes to their franchise store locations. The levels may get categorized as
intermediate, senior and supervisory. The amount of compensation will, therefore, differ from
one category to the other. The table below shows an example, and it uses only the salary
component of the compensation plan (“Average Salary for Starbucks Corporation Employees,”
2017). Note that the figures are an estimate.
4
Compensation and Benefits Strategy
Position
Salary Range
Intermediate (Barista)
$14,000-$27,000
Senior (Store Manager)
$40,000-$55,000
Supervisory (Retail Store Manager)
$41,000-$56,000
Market Data, Job Data, And Organizational Data
These three categories are significant when developing a successful compensation and
benefits plan strategy. Market data is imperative when it comes to the recruitment of new team
members and the estimation of set-off expenses. Through researching Starbucks market data,
they have discovered that the population today is striving to achieve better fitness and a healthy
well-being. It is through this analysis that the company came up with the initiative of partnering
with Whole Foods to sell their evolution harvest snack bars and juice along with trying to
transform their retail store chains to a more product consumer when you have health-conscious
customers that are diversifying (Derrick, 2013). Job data involves the records of all activities
involved in production and sale of these health products. Organizational data covers the files of
the company and its associates, both internally and externally. Starbucks deals with a vast range
of coffee and health-conscious consumers, and therefore all the data needs to be carefully stored
and managed to ensure survival in a competitive and globalized environment (Moore, 2006).
5
Compensation and Benefits Strategy
Starbucks Total Rewards Strategy
Starbucks total rewards plan will comprise of three revised categories; original
programs, performance-based programs and career and environmental programs. Performancebased programs are meant to enable employees to achieve maximum productivity at workplaces
while the career and environmental programs help the employees in developing and managing
their careers and understanding their work environment. The three categories that will be used to
devise this plan will a positive impact on the organization. It will acknowledge the efforts
employees put as their carry out their activities that lead to the success of the team. It will also
ensure performance management by determining what the team expects from the employees,
assess employee actions and devise means of improving them. With extending Starbucks
comprehensive benefits plan that they currently have, this will help lead to employee retention
and higher performance.
Starbucks Compensation Components Plan
The payment plan for the Starbucks organization is going to cover three main areas;
compensation, development and work-life balance and recognition. The compensation part will
add on new merit pay for employees. The development section will add new mentorship and
coaching programs. And for the work-life balance and recognition part, will add on new
compressed hours for employees and job sharing.
6
Compensation and Benefits Strategy
Compensation
Merit Pay (New)
Development
Mentorship and Coaching Programs (New)
Work-Life Balance and Recognition
Compressed Hours and Job Sharing (New)
Legislation On Compensation And Benefits
There are laws which affect how compensation plans and benefits decisions are going to
get made. Employee Retirement Income Security Act (ERISA) is accountable for regulating how
organizations pay out retirement perks for employees (“Employee Retirement Income Security
Act (ERISA),” n.d.). The Fair Labor Standards Act (FLSA) establish standards for wages and
overtime costs. This law requires that organizations pay employees one-and-half-times the basic
allowance in remuneration of overtime funds and considers the minimum wage limit
(“Compliance Assistance-Wages and the Fair Labor Standards Act (FLSA),” n.d.).
Conclusion
Compensation and benefit plans that are well structured enable an organization to remain
relevant in a globalized and competitive workplace environment by ensuring high morale among
the workforce and productivity. A team should always prioritize a compensation plan and
benefits strategy to ensure a company observes the law, retain and motivates a labor force, and
operate at reasonable costs.
7
Compensation and Benefits Strategy
References
Average Salary for Starbucks Corporation Employees. (2017). PayScale Human Capital.
Retrieved from
http://www.payscale.com/research/US/Employer=Starbucks_Corporation/Salary
Compliance Assistance-Wages and the Fair Labor Standards Act (FLSA). (n.d.). United
States Department of Labor. Retrieved from https://www.dol.gov/whd/flsa/
Derrick, J. (2013). Whole Foods Market: Expansion, Starbucks Partnership, and a
Stockpile of Cash. The Motley Fool. Aol.com Retrieved from
https://www.aol.com/article/2013/10/14/whole-foods-expansion-starbuckspartnership-and-st/20744713/
Employee Retirement Income Security Act (ERISA). (n.d.). United States Department of
Labor. Retrieved from https://www.dol.gov/general/topic/retirement/erisa
Hai-Ming, C., & Yi-Hua Hsieh. (2006). Key Trends of the Total Reward System in the
21st Century. Compensation and Benefits Review, 38(6), 64-70,5. Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/213693194/4
C75D31E22AB4FF4PQ/3?accountid=35812
Liccione, W. J. (2007). A Framework For Compensation Plans With Incentive
Value. Performance Improvement, 46(2), 16-21. Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/237233321/E
C077CF6409B46E9PQ/6?accountid=35812
8
Compensation and Benefits Strategy
Moore, J. (2006). Tribal Knowledge. Lessons Learned from Working Inside Starbucks.
Dearborn Trade. A Kaplan Professional Company. (pp.1-251). Retrieved from
http://ebookcentral.proquest.com.contentproxy.phoenix.edu/lib/apollolib/reader.ac
tion?docID=3016175
Starbucks Benefits. (2008-2017). Glassdoor Inc. Retrieved from
https://www.glassdoor.com/Benefits/Starbucks-US-BenefitsEI_IE2202.0,9_IL.10,12_IN1.htm
Zhang, H., & Smith, M. (2010). Exposure TO Global Markets, Internal Labour Markets,
And Worker Compensation: Evidence From Canadian Microdata. Canadian
Journal of Sociology (Online), 35(3), 371-398. Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/759646337/E
B7D6FEDC3304162PQ/8?accountid=35812
9
Compensation and Benefits Strategy
Compensation And Rewards Survey
These survey questions get aimed at collection of information on your preferred rewards on a
bonus package from the organization where you are employed. The information received after
analysis would be presented to the human resource management team and may get used in
designing and preparing reward packages.
1. Which of the following is, according to you, the most useful bonus package?
a. A Thank You Note
b. Employee of the Month
c. Gift Cards
d. Compensation
2. Give a reason behind the reward package selected.
3. Suppose the initial compensation package is not successful, what would be your secondchoice award?
a. Catalog Program
b. Lottery Tickets
c. Appreciation Jar
d. Website Recognition
10
Compensation and Benefits Strategy
4. In the case of catalog programming as the compensation and reward package, suggest a
program of determining the need for reward.
Thank You for Your Participation.
Starbucks Training and Development Strategy
ANDREA MARKIEWICZ
HRM/531
JULY 3, 2017
PATRICK STAPLETON
1
Introduction
•Starbucks Training Needs
•Qualitative Training Methodology
© Starbucks Training, n.d.
2
Training Needs Assessment
•Identification of Business
•Performance Gap Analysis
•Assessment of Training Options
•Reporting Needs and Recommendations
3
Validation of Training Needs
•Two-Week Training
•On-The-Job-Training
•Training Team Members
© Starbucks Trainee Programme, 2014
4
Ways of Meeting Training Needs
•Desired Business Outcome
•Trainable Competency
•Determine How Training Should Be Done
•Training Systems Under Employment Laws
5
Potential Barriers to Organizational Training
•Resistance
•Inadequate Leadership
•Disregard to Team Group Work
•Miscommunication and Short-Term Focus
© Ruiz, 2013
•Complexity
6
One-Year Anticipated Training Budget
Costs Incurred
Totals
Direct Costs
1.
Labor Costs
$26,500
2.
Materials
$13,450
3.
Travel
$20,650
$60,600
Indirect Costs
1. Office Costs
$45,750
2. Equipment
$15,750
3. Administrative Costs
$36,250
Total Expenditures
$97,750
$158, 350
7
Evaluation of the Training Process
•Reaction of Participants
•Acquired Knowledge
•Behavioral Application
•Return on Investment (ROI)
8
Managerial Survey Questions
1. How likely would you recommend this training course to a friend or colleague?
A. Very much often as it ensures there is improvement among the participants.
2. How well did the content delivered match what you were promised when you registered?
A. Very well since by the end of this training strategy presentation, it seems to personally
ensure that Starbucks employees can expand more upon training methods needed in order to help
their personnel expand upon better acquired skills for success.
3. How much new information did you receive in the training course?
A. More than enough since this training session seemed to inculcate new skills and
information that I had not learned before when it comes to training efficiently.
4. How was the training presentation and was the instructor engaged?
© Pixabay, 2017
A. The presentation was beneficial in learning since the presenter was significantly
engaged involving the employees in a question and answer mode strategy, whereby the trainer
required employees to provide important feedback concerning their reactions to this presentation
when it comes to areas of lessons learned and improvement needed.
9
Conclusion
•Protocols To Be Followed
•Training Needs
•Utilization
© cyberenglishadvanced, 2017
10
References
Adenle, C. (2011).12 Reasons Why Employees Resist Change in the Workplace. Catherine’s Career Corner. Retrieved from http://catherinescareercorner.com/2011/07/26/12-reasons-why-employees-resist-change-in-the-workplace/
Americans with Disabilities Act. (n.d.). United States Department of Labor. Retrieved from https://www.dol.gov/general/topic/disability/ada
Bhuyan, S.N. (n.d.). How to Measure the Impact of Your Training Program. Mind Tickle. Retrieved from https://www.mindtickle.com/blog/measure-impact-training-program/
Corporate Careers. An Opportunity for Everyone. (2017). Starbucks Corporation. Retrieved from https://www.starbucks.com/careers/corporate-careers/business-development
Erthal, M. J. (1993). Management Training Program Evaluation: Evaluation Methods, Use of Results, and Perceived Barriers (Order No. 9505356). Available from ProQuest Dissertations & Theses Global. (304074318). Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/304074318/39497BBFFF884D57PQ/2?accountid=458
Handy Reference Guide to the Fair Labor Standards Act. (2016). United States Department of Labor. Retrieved from https://www.dol.gov/whd/regs/compliance/hrg.htm
Learning and Development. (2016). Starbucks Corporation. Retrieved from http://www.starbucks.com.kh/about-us/become-a-partner/learning-and-development
Marano, T. A. (1984). Needs Assessment Practices Used In Supervisory Training Programs Of Selected Forbes 500 Organizations (Order No. 8421632). Available from ProQuest Dissertations & Theses Global. (303324643).
Retrieved from http://search.proquest.com.contentproxy.phoenix.edu/docview/303324643/2A72F9FF83E64327PQ/3?accountid=35812
Putri, F.A. (2013). Training at Starbucks. Everything you need to know about Starbucks Coffee Company HRM. Retrieved from https://makegoodcoffee.wordpress.com/training-at-starbucks/
Roberts, J.S. (2013). 6 Budget Planning Steps to Professional Project Estimates. Envato Tuts. Retrieved from https://business.tutsplus.com/articles/6-budget-planning-steps-to-professional-project-estimates--fsw-38700
Van Buren, S. N. (2009). Moving Beyond Show and Tell: Implementing Structured On -The -Job Training for Apprentice Electric Utility Lineworkers (Order No. 3387675). Available from ProQuest Dissertations & Theses Global.
(305165784). Retrieved from http://search.proquest.com.contentproxy.phoenix.edu/docview/305165784/B2CCC13976F4356PQ/2?accountid=35812
Whittaker, B. J. B. (1987). Identification Of Training Needs And Providers In Selected Business And Industry (Order No. 8726441). Available from ProQuest Dissertations & Theses Global. (303593230). Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/303593230/A26E4E6C8DC7491APQ/20?accountid=35812
11
1
Full Performance Strategy Analysis
Full Performance Strategy Analysis
Andrea Markiewicz
HRM/531
July 10, 2017
Patrick Stapleton
2
Full Performance Strategy Analysis
Full Performance Strategy Analysis
Companies implementing a comprehensive performance strategy analysis allows an
organization to develop and evaluate a strategy to correct or improve upon weak performances
amongst employees. A plan can be created to help a business grow and thrive while also
allowing the employees to be successful within their respected job fields. When a company can
align both, you get a performance management process. This practice is a crucial role for success
in any organization. Established implementation is essential to the growth (Almohtaseb,
Almahameed, Tobeery & et.al., 2017).
Overview of Performance Management Process
Performance management is the process in which organization leaders and the workforce
get to share the key expectations, goals, and objectives of the organization, exchange feedback
on what has gotten achieved, identification of learning and development opportunities and the
general evaluation of performance results. This activity enables an enterprise to maintain a
positive workplace environment which values consistent development of employees enabling a
company to adapt well to market changes by encouraging employee creativity which in turn
compels the company to strive at achieving more ambitious goals (Kohlbacher & Gruenwald,
2011). Performance management creates an environment that promotes learning and professional
development which allows employees to engage with organizational leaders while rewarding
efforts of the workforce.
3
Full Performance Strategy Analysis
Starbuck’s Flowchart of the Performance Management Process
Set Defined
Goals and
Standards
for Workers
Communicate
Expectations
Evaluation by HR
Ranking of Workers
Based on Division
Output
Approve Monetary
Rewards and Funds for
Other Benefits (Such
as Retirement Plans)
Employee
Meet
Expectations
No
Allocate
Proper
Rewards
Feedback to
Employees
Problem
Not
Corrected
Training and
Development Action
Sanction Funds for
Workshops
Yes
Supervisor
Assessments
(Employee
Appraisal)
Follow-up
Evaluation
Problem Corrected
4
Full Performance Strategy Analysis
Job Analysis
In analyzing jobs at Starbucks, the company had a defined job evaluation structure in
which every employee should get subjected to before getting absorbed into the organization. This
structure involves employment aspects relating to the title of the employee in the company and
the relative supervisor as the oversight of a particular worker. The time worked by a team
member is usually taken into consideration to determine how the employee can be remunerated
or rewarded based on their performance within a given duration of time (“Working at
Starbucks,” 2017).
Before hiring employees at Starbucks, the human resource team needs to ascertain the
actual position of a new employee by questioning the exact job description of the worker and
how they would contribute towards achieving the defined goals of the organization. Human
resource management should ensure that the expectations of the job have gotten well
communicated to the employee. In performing the tasks allocated to them, they can delegate and
share ideas with the new partner to ensure that the Starbucks experience is sustained to
customers regardless of the region or work schedule of any given worker (Delery, 1993).
Skills Gap Analysis and Performance Evaluation
A skills gap analysis entails the process of identifying the skill level and knowledge of
the employee needs and then relating these skills to their current level or position offered by the
system. Therefore, Starbucks utilizes a skills analysis to meet the objectives of the organization.
This area, in turn, provides a proper mechanism of which the company may use in conducting
subsequent employee performance evaluations and hiring of new employees (Freifeld, 2013).
5
Full Performance Strategy Analysis
For instance, the company needs to identify skills for communication, abilities, and
strategies for solving customer problems would be fundamental when hiring new employees to
take on sales associate tasks. Such skills are necessary for an efficient sales associate, plus
guarantee customer satisfaction. In conducting the skill gap analysis at Starbucks, the human
resource division needs to plan to either carry out an employee or company analysis. The next
step would be to identify various skills in the company and compare them with the current skills
of these employees and create a comprehensive comparison (Davis, Mira & Stuart, 2002). After
that, take action on the acquired information where the company can opt to train for the skill
gaps, hire, restructure the process of acquiring new talents, or source for passive candidates
available in the market.
Ways to Measure Employee Performance
The measure of employee performance at Starbucks gets conducted in two stages. The
first being the measure of job performance followed by the sharing of feedback to the employees
of the company. The company has over time utilized the customer comment card to ascertain if
all staff is performing to the required standards (Moore, 2006). Another technique is to carry out
a comparison of how fellow baristas and cashiers are performing at the workplace. Thereafter,
the company shares the feedback to the company and training is initiated immediately to improve
poor performers on the job.
6
Full Performance Strategy Analysis
Counseling for Performance That Needs Improvement
The most fundamental aspect of getting an employee to perform in any given position is
to invest more efforts in providing more objective training by ensuring the trainee workforce is
informed and well equipped to undertake any given task allocated to them when the real job
description is defined. Therefore, relative to the counseling for performance that needs
improvement, the recommendation would be that Starbucks should intensify training of all its
trainees to ensure all of them learn the skills and attain sufficient knowledge that would be
needed to perform tasks satisfactorily. The training aspect of Starbucks should entail a set of
proper goals and standards, measuring performance along with a distinct set that can facilitate
corrective action (Roy, 2017). This area of Starbucks should not get overlooked since the
business is customer sensitive and any employee in interaction with clients should be able to
exhibit sufficient knowledge and skills in performing a given task at any given store all the time
to uphold the culture of the organization.
Conclusion
Any individual who has worked for an organization has come across some performance
appraisal. There are unique techniques that organizations or administrators utilize to gauge how a
worker is getting along in their allocated tasks and what aspects of such tasks they need to
enhance. All performance appraisals are to guarantee that each worker is contributing somehow
to the overall achievement of an organization's objectives. There are a few criteria to help decide
the viability of a performance management framework. A performance appraisal system can
7
Full Performance Strategy Analysis
achieve its objective where it enables managers to understand the worker's abilities, weaknesses,
and attitudes which are essential aspects of an effective performance management process
(Dessler, 2017).
8
Full Performance Strategy Analysis
References
Almohtaseb, A. A., Almahameed, M. A., Tobeery, D. S., & Shaheen, H. K. (2017). The
Impact of Performance Management System on Employee Performance: The
Moderating Role of Balance Scorecard Usage. International Review of
Management and Business Research, 6(2), 681-691. Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/1912934554/
1D037AE3252F4935PQ/2?accountid=35812
Davis, R., Misra, S., & Stuart, V. A. (2002). A Gap Analysis Approach to Marketing
Curriculum Assessment: A Study of Skills and Knowledge. Journal of Marketing
Education, 24(3), 218-224. Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/204433890/8
4B722F9DC5540DFPQ/20?accountid=35812
Delery, J. E. (1993). An Interorganizational Investigation of Human Resource
Management Practices: The Relationship Between Business Strategy, Job and
Task Characteristics, and Human Resource Management Practices (Order No.
9403479). Available from ProQuest Dissertations & Theses Global. (304075572).
Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/304075572/6
4B3EB2FC64D4FC9PQ/13?accountid=35812
9
Full Performance Strategy Analysis
Dessler, G. (2017). Human Resource Management. (15th Ed.). Upper Saddle, NJ. Pearson
Education.
Freifeld, L. (2013). Bridging the Skills Gap. Training, 50(2), 16-21. Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/1357565658/
8F2FB40BE1704285PQ/20?accountid=35812
Kohlbacher, M., & Gruenwald, S. (2011). Process Ownership, Process Performance
Measurement and Firm Performance. International Journal of Productivity and
Performance Management, 60(7), 709-720. Retrieved from
http://search.proquest.com.contentproxy.phoenix.edu/docview/900916564/A2146
682D08440C0PQ/5?accountid=35812
Moore, J. (2006). Tribal Knowledge. Business Wisdom Brewed from The Grounds of
Starbucks Corporate Culture. PP. 1-266. Retrieved from
http://ebookcentral.proquest.com.contentproxy.phoenix.edu/lib/apollolib/reader.ac
tion?docID=3016175
Roy, R. (2017). Underperformance of the Field of Performance Improvement (Order No.
10254777). Available from ProQuest Dissertations & Theses Global.
(1873017452). Retrieved
from http://search.proquest.com.contentproxy.phoenix.edu/docview/1873017452/
1A65383B5F794287PQ/18?accountid=35812
Working at Starbucks. (2017). Starbucks Corporation. Retrieved from
https://www.starbucks.com/careers/working-at-starbucks
10
Full Performance Strategy Analysis
Appendix
Resources Needed for Starbucks Comprehensive Performance Analysis
Step 1: Develop an Evaluation Form
a) Focus on essential job performance subjects
b) Have a range of descriptors
c) Have separate forms for different departments
Step 2: Identify Performance Measures
a) Review the job description
b) Gather qualitative measurements
Step 3: Set Guidelines for Feedback
a) Grant fair and unbiased employee feedback
b) Format improvement expectation(s) needed
c) Stimulate employee suggestions
Step 4: Develop Procedures for Disciplinary and Termination Acts
a) Verbal warning
b) Written warning
c) Termination
Step 5: Set an Evaluation Schedule
a) Group or Individual
11
Full Performance Strategy Analysis
b) Monthly or Quarterly
Step 6: Rewarding
a) Levels of compensation
b) Gift cards
c) Verbal praise