Success Profile - Strangepics

[Pages:25]Success Profile

Barista

June 2003 SUCCESS PROFILES

Success profiles define the key background, characteristics, and abilities required for effective performance in an individual position or a set of similar jobs. When implemented broadly within an organization and integrated across levels, success profiles define the pathways through which individual performance impacts organizational

strategies.

Purpose:

The success profile is the foundation for each application within an HR system. It provides the basis or "standard" for Career Pathing, Performance Management, Assessment and Selection, etc. and identifies job challenges/experience, organizational knowledge, and competencies. These areas are used collectively to develop a complete, robust picture of what it takes to be a successful partner in Starbucks.

Benefits: The Success Profile

? provides a business-focused metric for success that is behavioral, consistent, relevant, fair, and legally defensible

? is customized to Starbucks terminology, values, and performance standards. ? can be applied across all HR related activities, ie. Performance Review Cycle ? provides the "glue" for integrating related HR systems and programs to provide a

more systematic, unified approach to overall management of human capital (see PowerPoint) ? clarify and communicate the most critical factors to be used in employee development, and thus increase employee bench strength needed to effectively execute against current and future business strategies ? can be used to generate a common understanding among stakeholders on factors relevant to job success

Deliverables:

Completed profiles targeting specific jobs or levels within Starbucks, including competencies (with behavioral descriptions and leadership or core behaviors identified), and behavioral anchors. Behavioral anchors define the critical behavior related to success, making selection and development more understandable and scalable. This can then be integrated across all succession management phases.

Success Profile

Career Planning

Promotion

Selection

Strategic Planning

Competencies

Succession Planning

Training

Performance Management

Success Profiles define the pathway through which individual performance impact organizational strategies...

Job Description

Job Group: Job Family: Sub Family:

Retail Store Support Retail Operations

Job Title: barista

JOB SUMMARY AND MISSION This job contributes to Starbucks success by providing legendary customer service to all customers. This job creates the Starbucks Experience for our customers by providing customers with prompt service, quality beverages and products, and maintaining a clean and comfortable store environment.

The incumbent is responsible for modeling and acting in accordance with Starbucks guiding principles.

SUMMARY OF KEY RESPONSIBILITIES

Responsibilities include but are not limited to the following:

Delivers legendary customer service to all customers by acting with a "customer comes first" attitude and connecting with the customer. Discovers and responds to customer needs.

Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards. Follows health, safety and sanitation guidelines for all products.

Acts with integrity, honesty, and knowledge that promote the culture, values, and mission of Starbucks. Maintains a calm exterior presence during periods of high volume or unusual events to maintain a clean and comfortable store environment.

Anticipates customer and store needs by constantly evaluating environment and customers for cues. Communicates information to manager so that the team can respond as necessary to create the "Third Place" environment during each shift.

Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.

Maintains a clean and organized workspace so that partners can locate resources and product as needed.

Recognizes and reinforces individual and team accomplishments by using existing organizational methods.

Contributes to positive team environment by recognizing alarms or changes in partner morale and communicating them to the management team.

Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.

Maintains regular and consistent attendance and punctuality.

SUMMARY OF EXPERIENCE

? NO PREVIOUS EXPERIENCE REQUIRED.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

? Strong interpersonal skills ? Ability to understand and carry out oral and/or written instructions and request clarification

when needed ? Ability to learn quickly ? Ability to work in a team ? Ability to develop and maintain effective working relationships with partners

RESULTS ORIENTED

Gets results and achieves goals.

STARBUCKS LEADERSHIP BEHAVIORS

Reads situations quickly. Spends his/her time on what's important. Quickly zeros in on the critical few and puts the trivial aside. Can quickly sense what will help or hinder accomplishing a goal. Eliminates roadblocks. Stays focused on results. Good at figuring out the processes necessary to get things done. Knows how to organize self to meet expectations. Challenges, stretches and drives others for results. Understands how his/her role contributes to company profitability and how top

performance contributes more.

JOB SPECIFIC EXAMPLE BEHAVIORS

Challenges self to achieve stretch goals. Implements the plans to increase sales while controlling operational costs. Is driven to meet and exceed expectations. Obtains results appropriately, not at the expense of peers or acceptable Starbucks

business practices. Prevents irrelevant issues or distractions from interfering with the completion of

tasks.

RESULTS ORIENTED

Consistently exceeds expectations:

Challenges self and peers to exceed goals Does not settle for "sufficient" performance Finds ways to increase efficiency during busy times; does things to accelerate processes Overcomes the stress and pressure that may be required to drive results Suggests innovative ways to achieve results Works tenaciously and gets satisfaction from exceeding results

Meets Job Expectations:

Constantly drives for more Does what needs to be done without focusing on "whose turn it is" Focuses effort on things that matter Follows up with manager to ensure goal achievement Helps to eliminate roadblocks Monitors own progress toward completion of goals Plans ahead and prepares for standard rush hours Seeks support, as needed, to accomplish tasks Stays focused on key tasks Takes responsibility for achieving results during shift Understands how own actions affect the bottom line

Behavioral Derailers:

Allows irrelevant issues or distractions to interfere with achieving goals Blames others for failures Lacks self-discipline Reluctant to take advantage of opportunities to increase business/sales Seldom shares key information with peers or management

CUSTOMER FOCUS

Delivering legendary service that meets and exceeds customer expectations.

STARBUCKS CORE BEHAVIORS

Responds to and clarifies customers needs. Clearly communicates the level of service customers can expect. Uses customer feedback to improve products and services. Gains customers' trust and respect. Establishes and maintains effective and on-going relationships with customers. Follows-up with customers to make sure their needs were met and that they

are satisfied. Actively models and displays passion for legendary service.

JOB SPECIFIC EXAMPLE BEHAVIORS

Anticipates the needs of customers and constantly tries to improve customer satisfaction.

Avoids unreasonable commitments. Follows up with customers to ensure needs are being met. Gathers and shares information with customers to better meet their needs. Is highly responsive to customer needs and requests. Seeks information to understand customer's needs and develop appropriate

solutions.

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