Success Profile. Barista. June 2003 SUCCESS PROFILES

Transcription

1 Success Profile Barista June 2003 SUCCESS PROFILES

2 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.

3 Success Profile Promotion Career Planning Selection Strategic Planning Competencies Succession Planning Training Performance Management Success Profiles define the pathway through which individual performance impact organizational strategies

4 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.

5 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

6 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.

7 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

8 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.

9 CUSTOMER FOCUS Consistently Exceeds Expectations: Acknowledges waiting customer s frustrations during periods of high volume or unexpected rush Anticipates customer needs or problems and provides appropriate solutions Draws upon past experience to effectively handle customer issues or problems Examines the situation from the customer s perspective when complaints arise Follows up with customers to make sure needs are being met Gauges satisfaction or dissatisfaction by reading customer cues Goes out of his or her way to meet special needs or requests Knows customers by name or drink Meets Job Expectations: Actively engages customers by asking questions to meet their needs Communicates with customers in a way that makes them feel appreciated; displays a positive attitude toward customers Delivers legendary customer service by acting with a customer comes first attitude Demonstrates a positive and professional attitude towards Starbucks customers at all times Demonstrates the type and level of service customers can expect Educates customers on Starbuck s products and services Is able to meet the needs of difficult customers Makes it a point to always greet customers with a friendly smile, regardless of workload Recognizes new customers and takes action to make them feel welcome Takes appropriate and immediate action to resolve customer complaints Behavioral Derailers: Avoids difficult customers Creates an atmosphere where customers feel unwelcome Feels it is management s responsibility to deliver legendary customer service Ignores input from customers Lets unhappy customers leave the store without attempting to resolve their issues Makes excuses for poor customer service Promotes an us versus them mentality when discussing customer problems Reacts defensively to customer complaints Uses sarcasm as a customer service method

10 COMPOSURE Remains calm, maintains perspective and responds in a professional manner when faced with tough situations. STARBUCKS CORE BEHAVIORS Is cool under pressure. Holds things together during difficult times. Handles stress effectively. Remains balanced when confronted by unexpected circumstances. Demonstrates constructive behavior in the face of frustration. Is a settling influence in a crisis. Sees conflicts as opportunities. Looks for common ground in conflicts and gets cooperation with a minimum of noise. JOB SPECIFIC EXAMPLE BEHAVIORS Copes appropriately with conflicting work demands. Faces ethical or value conflict demands. Handles internal/external customer complaints or resistance. Remains flexible, open, and positive in the face of changing needs and customer demands.

11 COMPOSURE Consistently Exceeds Expectations: Effectively handles unexpected circumstances or distractions Handles high-pressure situations calmly Manages personal stress level and displays appropriate behaviors and actions on the sales floor Remains confident during times of crisis Takes appropriate action to minimize the effects of crisis situations; seeks advice and input from the Shift Supervisor as needed Meets Job Expectations: Addresses irate or frustrated people in a calm and respectful manner Allows teammates to appropriately vent as necessary Avoids transferring undue stress to the customer Demonstrates patience and resilience at all times Puts everyday frustrations aside and moves on to focus on the positive Has a positive outlook on the future Seeks to minimize the impact of problems Remains calm during periods of high volume or unusual events Responds calmly and professionally when challenged Behavioral Derailers: Assumes the worst Becomes easily frustrated in stressful situations Easily overwhelmed by problems Focuses on the negative Inappropriately displays emotions; disrupts others through his/her emotional outbursts Is easily annoyed by unexpected change or stressful situations Loses focus during times of conflict or crisis

12 PERSONAL LEARNING Takes personal responsibility for the continuous learning of new knowledge, skills, and experience. STARBUCKS CORE BEHAVIORS Learns quickly. Embraces change. Relentlessly inquisitive. Open to suggestions and finding solutions. Analyzes both successes and failures for clues to improvement. Enjoys the challenge of unfamiliar tasks. Quickly grasps concepts. Aware of his/her impact of actions and adjusts personal behavior accordingly. Seeks feedback. Seeks opportunities for learning through personal resourcefulness. JOB SPECIFIC EXAMPLE BEHAVIORS Makes efforts to improve skills. Seeks and acts on constructive feedback; applies learning from others to enhance own abilities. Takes responsibilities or tasks to develop oneself. Try new approaches to performing work in order to develop a better way.

13 PERSONAL LEARNING Consistently Exceeds Expectations: Not afraid to enter into a potentially uncomfortable situation for the sake of learning and developing Seeks ways to develop professionally inside and outside of Starbucks (i.e. classes, workshops) Seeks work opportunities, job assignments, or projects to increase skill level Takes an active interest in self-development Views job as a starting point to a professionally satisfying career Meets Job Expectations: Approaches development opportunities with an open mind Creates personal challenges for himself/herself Looks to Shift Supervisor to enhance understanding of a particular issue/topic Readily absorbs and applies new information Requests time from Shift Supervisor to participate in learning activities Shows steady and consistent progress towards meeting development goals Takes the initiative to ensure he/she is up-to-date on product/beverage knowledge Behavioral Derailers: Avoids learning new skills; assumes he/she knows it all Blames others for lack of promotion, learning, or growth Comfortable doing the same things over and over; does not push him/herself to learn new things Fails to apply new knowledge and skills on the job Shows little interest in finding ways to do the job better Unable to learn new skills required for continued success Waits for development opportunities to be provided instead of seeking them out

14 DEALING WITH AMBIGUITY Able to successfully function during times of uncertainty and changing priorities. STARBUCKS CORE BEHAVIORS Can effectively cope with change. Can shift gears comfortably. Solves problems creatively. Can decide and act without having the total picture. Is comfortable handling multiple tasks and priorities. Can comfortably handle risk and uncertainty. Is flexible and adaptable when facing tough calls. Can move ahead when things are not clear. JOB SPECIFIC EXAMPLE BEHAVIORS Adapts effectively to culture change efforts. Adapts successfully to changes in company policies or strategic direction. Demonstrates ability to handle change. Easily adjusts to frequently changing work assignments. Maintains effectiveness during major organizational, departmental, or team changes.

15 DEALING WITH AMBIGUITY Consistently Exceeds Expectations: Adapts interpersonal style to effectively interact with a variety of people; works comfortably with people of diverse cultures or backgrounds Enjoys taking on new challenges Not afraid to try new, sometimes undefined, tasks Relies on past experience to guide self and others in times of uncertainty Sees change as an opportunity for learning Meets Job Expectations: Adapts to shifting priorities or changes in role Adjusts to changing procedures in order to ensure store operations are running smoothly Concentrates on issues that he/she can control during times of ambiguity Is not afraid of change Optimistic towards new programs and initiatives; looks for the good proposed changes Maintains flexibility during challenging situations Modifies tasks in order to adjust to changing work assignments Treats others appropriately, even in times of chaos Behavioral Derailers: Assumes most changes are unnecessary Has difficulty prioritizing tasks when faced with conflicting demands Needs constant direction and supervision during times of uncertainty or increased volume Reluctant to break with past practices Resistant to change; avoids new ways of doing things Unable to shift priorities or change direction when necessary

16 DECISION MAKING Makes timely and quality decisions based on a mixture of analysis, wisdom, experience and judgment. STARBUCKS CORE BEHAVIORS Makes timely decisions, sometimes with incomplete information and under tight deadlines and pressure. Most of his/her decisions turn out to be correct and accurate when judged over time. Able to make a quick decision. Uses logic to make decisions. Looks beyond the obvious and doesn t stop at the first answers. Sought out by others for advice and solutions. Seeks advice and help from others. Involves and enables others to be a part of the decision making process. Gives others the appropriate amount of time to achieve a quality and timely decision. JOB SPECIFIC EXAMPLE BEHAVIORS Able to see the big picture. Displays sound judgment when making decisions. Identifies trends and/or root causes. Involves and informs appropriate individuals in the decision making process. Recognizes gaps in information; gathers relevant data to understand problems or opportunities. Takes clear and timely action.

17 DECISION MAKING Consistently Exceeds Expectations: Able to recognize potential problems before they manifest into larger issues Considers options and/or alternatives before committing to a course of action Learns from past mistakes; doesn t make the same poor decision twice Relies on own knowledge/expertise to make the best decisions Sees associations or links between seemingly independent data/information Meets Job Expectations: Accepts responsibility when a poor decision is made Actively seeks the correct answer, not just the first answer Gathers additional information when needed to make judgment calls Involves others with specific knowledge/expertise to make the best decisions Makes appropriate use of service recovery tools (e.g., drink coupons, complementary upsizing of drinks) Makes effective decisions when necessary and appropriate Notifies supervisor when faced with customer complaints or concerns that are beyond his/her ability to resolve Recognizes when and what information should be shared with the Shift Supervisor Thinks things through before taking action Behavioral Derailers: Can not recognize warning signs or signals before problems emerge Fails to seek advice or guidance from SM, ASM, or others when appropriate Is uncomfortable relying on own experience when making decisions Makes decisions outside scope of authority Makes decisions without considering the possible negative consequences (i.e., shoots from the hip) Sits on problems; waits for SM or ASM to take the lead

18 INTERPERSONAL SAVVY Builds effective relationships with all people; up, down, and sideways, inside and outside Starbucks. STARBUCKS CORE BEHAVIORS Builds professionally appropriate rapport. Uses diplomacy and tact. Ask for help. Listens and acknowledges others. Maintains and enhances the self-esteem of others. Can diffuse high-tension situations comfortably. Can quickly find common ground with all people. Can represent his/her own interests and yet be fair to other people or groups. Picks up on the need to change interpersonal behavior quickly. Can solve problems with others with a minimum of noise. Is seen as a team player. Is cooperative. Easily gains trust and support of others. Encourages collaboration. Can be candid with others and not cause them to become defensive. Works effectively with all people equitably regardless of race, color, national origin, religion, sexual orientation, physical or mental disability, age, veteran status, marital status, or any other partner characteristic. JOB SPECIFIC EXAMPLE BEHAVIORS Asks for input from peers and team members. Builds and develops relationships with others to accomplish work goals. Displays genuine concern for the needs and wants of internal partners. Maintains the confidence and esteem of others. Shares own thoughts and ideas with others to find mutually agreeable solutions. Supports group decisions even if not in complete agreement.

19 INTERPERSONAL SAVVY Consistently Exceeds Expectations: Addresses conflicts with other team members Asks for ideas and encourages partners to express contrary points of view Maintains an environment that encourages respect for others Encourages collaboration across diverse groups; looks for opportunities to establish common ground Proactively builds strong working relationships with partners to facilitate goal accomplishment Puts personal agenda aside in order to support team or store goals Speaks candidly with people; tailors messages to the level of the audience Meets Job Expectations: Develops positive relationships with shift team Draws the line between friendship and authority Enjoys and willingly helps others Observes new partners and provides respectful feedback Helps partners complete operational tasks as appropriate and necessary Listens and responds with empathy; shows an interest in partner s concerns Maintains a sense of humor that is appropriate for the workplace Motivates self and others to set goals set by Store Manager Sets ample time for team or individual discussions with partners; does not minimize partners issues Works effectively with all people, regardless of their personal background Behavioral Derailers: Acts superior towards others; conveys a sense that his/her role is more important Does not connect or show an interest with peers Can not earn the trust or respect of partners Gossips; slanders people in conversations Is not tolerant of diverse opinions or beliefs Places personal agenda above the needs of the team

20 ETHICS AND INTEGRITY Adheres to Starbucks values, beliefs and principles during good times and bad. STARBUCKS CORE BEHAVIORS Easily gains the trust and support of others. Can present the unvarnished truth in a direct, appropriate and helpful manner. Keeps confidential information as appropriate. Admits mistakes and takes responsibility for personal behavior. Doesn t misrepresent him/herself for personal gain. Practices what he/she preaches. Supports equal and fair treatment for all. JOB SPECIFIC EXAMPLE BEHAVIORS Acts in the best interests of the company. Holds self to higher standard than is required by formal policy. Compares own decisions and actions to the company vision to ensure alignment. Sets the tone through own actions in maintaining an environment where ideas can be shared, questions can be asked, and individuals are accountable for their own actions.

21 ETHICS AND INTEGRITY Consistently Exceeds Expectations: Acts with integrity, honesty, and knowledge that promote the culture, values, and mission of Starbucks Consistently models effective behaviors and raises the bar for own performance Demonstrates a high level of personal integrity and trust Interacts openly and honestly with those around them; is consistent in his/her mannerisms Maintains an open shift atmosphere allowing others to speak freely when appropriate Meets Job Expectations: Adheres to stated policies and procedures; even when it is inconvenient to do so Adheres to the Starbucks mission statement Discusses problems or conflicts openly with peers Displays a positive attitude about Starbucks to partners and customers at all times Freely admits when he/she makes a mistake Open and direct with management; does not hide important information from management Respects authority of his/her manager; does not go around his/her manager or do things that might undermine their authority Treats others with respect and dignity at all times Behavioral Derailers: Belittles or slanders others Does not communicate partners concerns to shift supervisor Does not follow company policies and standards Feeds the gossip chain Inconsistent in words and actions Is not comfortable notifying management; feels he/she is tattling Misrepresents own contribution; takes credit undeservedly Pushes the blame on others for own mistakes

22 COMMUNICATION Clearly conveying information and ideas either formally or informally to individuals or groups in a manner that engages the audience and helps them understand and retain the message. STARBUCKS CORE BEHAVIORS Clarifies purpose and importance; stresses major points; follows a logical sequence. Keeps the audience engaged through use of techniques such as analogies, illustrations, body language, and voice inflection. Frames message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience. Seeks input from audience; checks understanding; presents message in different ways to enhance understanding. Uses syntax, pace, volume, diction, and mechanics appropriate to the media being used. Attends to messages from others; correctly interprets messages and responds appropriately. JOB SPECIFIC EXAMPLE BEHAVIORS Conveys ideas (verbal or written) at a level appropriate to the audience. Shares information in a manner that interests the audience. Uses appropriate conventions (e.g., grammar and syntax) when communicating. Uses appropriate nonverbal communication (eye contact, gestures, posture) when communicating with others.

23 COMMUNICATION Consistently Exceeds Expectations: Chooses communication methods that will have the greatest success with the target audience (e.g., customers, partners, manager, etc.) Explains information in way that is understood by all Listens and actively responds to the others messages Meets Job Expectations: Addresses customers in a clear and concise manner Communicates with openness and sincerity Ensures that appropriate and relevant information is shared with partners and manager Is receptive to ideas and suggestions from others Practices attentive listening Speaks in a logical and understandable way Uses appropriate language and chooses words carefully Uses appropriate syntax, diction and mechanics Behavioral Derailers: Appears distracted or disinterested when speaking to others Communicates in a vague or indirect manner (i.e., talks in circles) Dominates conversations Is a poor listener Lacks confidence; does not convey messages with impact Often uses inappropriate words (e.g., excessive slang, jargon, profanity)

24 WORK STANDARDS Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed. STARBUCKS CORE BEHAVIORS Establishes criteria and/or work procedures to achieve a high level of quality, productivity, or service. Dedicates required time and energy to assignments or tasks to ensure that no aspect of the work is neglected; works to overcome obstacles to completing tasks or assignments. Accepts responsibility for outcomes (positive or negative) of one s work; admits mistakes and refocuses efforts when appropriate. Provides encouragement and support to others in accepting responsibility; does not accept others denial of responsibility without questioning. JOB SPECIFIC EXAMPLE BEHAVIORS Shows pride in work. Sets a positive example of high-quality work for partners and peers. Sets high standards for work performance for self. Reviews products and other s work for quality.

25 WORK STANDARDS Consistently Exceeds Expectations: Critiques own performance and strives to do better Sets high standards of work performance for self Shows pride in work that is reviewed by others (e.g., manager, customer) Meets Job Expectations: Completes tasks when appropriate and according to SM/ASM instructions Executes store operations during scheduled shifts; organizes opening and closing duties as assigned Follows all cash management and cash register policies Follows operating procedures, including cash handling, safety, and security Is knowledgeable on store emergency and evacuation procedures/policies Keeps safe locked and secured at all times; does not leave safe unattended Maintains cleanliness and sanitation standards Notices flaws or defects in vendor products; notifies manager as appropriate Notifies manager when unable to work a scheduled shift Realizes the importance of timeliness; meets attendance and punctuality requirements Recognizes safety and security concerns and notifies management as necessary Reviews and comments on partners work to ensure quality Takes action to remain up to date on product/beverage knowledge Takes breaks as necessary and appropriate Understands and relates the importance of store organization and cleanliness Behavioral Derailers: Does not enforce store safety or emergency policies to the detriment of the team Is often late for start of shift or arrives just in time Maintains indifference regarding store cleanliness Neglects to re-order products in a timely fashion; fails to notify manager of product shortages Relies on others to perform operating procedures (e.g., cash management, opening/closing) that are outside of their role Routinely fails to communicate unplanned absences to manager Takes short cuts when preparing beverages; does not follow Starbucks recipe standards