StarbucksCorporateCulture星巴克企 业文化.ppt

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 Focus Organizational Structure Networking Organizational 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 success Customer feedback regularly solicited Organizational Structure Howard Schultz – CEO Restructuring has created new positions for flatter organization: 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 Flatter organizational 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 Starbucks Networking “My Starbucks Idea” social networking site launched in March 2008: Customers play role in shaping company’s future Re-ignites emotional attachment with customers Builds a network of loyal and dedicated clientele Allows open forum for ideas and discussion Provide customers the ability to provide ideas on products and service www.M Organizational Ethics Supports six point mission statement Mission statement is g