文档介绍：Starbucks Corporate Culture
Katie Brindley, Michelle Grant,
Evangelita Nez, Ryan Scalmanini
and Robin Tigler
University of Phoenix
PSY428 – Organizational Psychology
May 18, 2009
Introduction
The following topics will be discussed:
Diversity and Customer anizational anizational Ethics
Employee Relations
Corporate Citizenship
Diversity and Customer Focus
Starbucks is not a “franchise”
Customer base includes all nationalities
Repeat customers include business professionals, healthcare professionals, students
Store locations are international
Sites include schools, malls, hospitals, airports, grocery chains
Diversity and Customer Focus
Management execs regularly visit stores to ensure quality
Strategies are implemented to enhance benefits for customers and employees
Customer ownership and loyalty are key to ess
Customer feedback regularly solicited
Organizational Structure
Howard Schultz – CEO
Restructuring has created new positions for anization:
Global Real Estate Design Mgr
Global Strategy Mgr
Human Resource Strategy Mgr
Customer Experience Mgr
Marketing & Brand Strategy Mgr
Store expeditors at all locations
Organizational Structure
anizational structure will:
Lead to more efficient and more effective business strategy
Streamline information flow from customer and low-tier employee to corporate level
Keep customer and bottom line a priority to Starbucks business strategy
Utilize new employee manual to streamline production and increase employee efficiency
working
“My Starbucks Idea” working site launched in March 2008:
Customers play role in pany’s future
Re-ignites emotional attachment with customers
Builds work of loyal and dedicated clientele
Allows open forum for ideas and discussion
Provide customers the ability to provide ideas on products and service
Organizational Ethics
Supports six point mission statement
Mission statement is guiding principle and holds it up as a filter for decision making
Employee training includes review of