Starbucks teaching model using training within industry

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Delivering World-Class Customer Service

Through Lean Thinking

Starbucks Mission:

To inspire and nurture the human spirit ¨C one

person, one cup, and one neighborhood at a time

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Customer

Service

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? 2012 Starbucks Coffee Company. All rights reserved. Confidential for Starbucks business purposes only

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Starbucks

Has

Some

Interesting

To Overcome

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titleChallenges

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Typical Challenges

Starbucks Challenges

? May not think about details of

? 17,000+ unique store situations

work method

? May not have work method

teaching process

? Engaging employees in

improvement process

? Traditional batch thinking with

command & control management

system

globally with more than 200,000

partners

? Customer value by providing

inspired moments of connection

? Unmet demand at peak

? Work method not part of historic

culture

? Problem solving not a core

capability

? 2012 Starbucks Coffee Company. All rights reserved. Confidential for Starbucks business purposes only

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Starbucks

Definition

of Leantitle style

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Partner

More Engaged

Partners

? ¡ý Burdensome Work

? ¡ü Mentally Engaged

Customer

Business

Improved

Customer

Experience

? Faster service

? ¡ü quality

Improved Business

? ¡ý Motion = ¡ü Productivity

? ¡ü Sales / Transactions

? ¡ý Waste

? ¡ý Training / Turnover

? 2012 Starbucks Coffee Company. All rights reserved. Confidential for Starbucks business purposes only

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Starbucks

Lean

Vision

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A relentless focus on delivering value from the customer¡¯s perspective¡­.

Build the

Foundation

- Lean team

- Key concepts

2008-2009

A Standard

Way of

Working

Lean as a

System

- Routines

- Integrated into how

we work and lead

- Capability

- Innovation pipeline

- Process

improvement

- Continuous

improvement

2010

2012

Increased

Customer Value

&

A Culture of

Problem Solvers

2013

and beyond

¡­ Enabled through an environment where problems are good and leaders

demonstrate skills in observation and inquiry.

? 2012 Starbucks Coffee Company. All rights reserved. Confidential for Starbucks business purposes only

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