Shift Supervisors Excellence Expectations

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Store Managers Excellence Expectations

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District Managers Excellence Expectations

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Regional Directors Excellence Expectations

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Market Ops Leaders Excellence Expectations

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Support Teams Excellence Expectations

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(a)   work together to make every customer feel special while delivering expertly-crafter products.

(a)   understands how to Coach ops excellence and are responsible for operational activities within the store.

Create an environment that enables the team to work together to consistently ensure operational excellence.

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Develops leaders who consistently inspire teams to create the Starbucks Experience for customers and partners across a diverse portfolio of stores.

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Develops multi-dimensional leaders who demonstrate learning agility while leading through complexity using our Mission and Values.

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They embody Starbucks Culture. They role model our mission and values and inspire partners to elevate the customer and partner experience

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They work in service of the customer and Partner experience. They work together to elevate our brand presence and relentlessly strive to make it easier for field partners to create the Starbucks Experience

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They bring our mission and values to life - for our customers and each other - while proudly wearing the green apron

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They demonstrated a manager mindset by linking the importance of individual actions to setting the tone for the shift and achieving store goals

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They build the team’s capability to deliver the Starbucks Experience for customers and partners and create meaningful plans to drive results.

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As change leaders, they drive results by assessing the business, solving problems and coaching to build capability

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They drive long-term growth by building their team’s capability to create the Starbucks Experience for customers and partners.

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They work cross functionally to provide strategic leadership to drive both operational excellence and business performance and to develop partners.

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Are consistent role-based frameworks designed to provide role clarity, guide how time spent and support problem solving and collaboration.

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Barista Work Dimension: Makes the customer their top priority by genuinely creating a personalized experience for each customer.

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Barista Work Dimension: Proudly develops expertise in their craft while diligently maintaining equipment and the store environment.

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Barista Work Dimension: contributes to the Success of the team and supports others to do their best work.

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The consistent way to prepare, craft & connect to bring the Starbucks experience to life in each shift,

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What is the Barista Pattern? (Use a comma to separate your answers)

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A guide for engaging with our fellow partners in a way that builds trust and facilitates teamwork.

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A guide for connecting with our customer when we haven’t met their needs

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What is the Latte Model? (Use a comma to separate your answers)

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SS Work Dimension: works in partnership with the store manager to create plans and ensures the team is working together to make every moment right for our customers.

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SS Work Dimension: anticipates problems and uses their resources to calmly and confidently respond

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SS Work Dimension: rotates through responsibility for Ops Activities at SM or DM discretion based on individual with the needs of business

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SS work dimension: promotes an atmosphere of engagement and pride in creating the Starbucks Experience and achieving goals.

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SS Work Dimension: has meaningful coaching conversations that drive performance.

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The consistent way to prepare, lead and transition the shift so that teamwork can thrive.

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What is the Shift Pattern? (Use a comma to separate your answers)

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Helps those leading the shift understand how to keep the store safe, welcoming and meeting customer and partner needs

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ACT stands for (use a comma to separate answers)

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After careful assessment the (a)   can endorse key talent SS in a 10-month transitional role.

On SS Transitional Role, an SS must be in this stage in 4 of the SS Work dimensions.

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On SS Transitional Role, an SS must be in this stage in the Leading Ops activity work dimension.

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SMT First 30 modules can be given as early as which month of the transitional period.

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SMT First 30 certification must be completed and DM approved in which month of the transitional period.

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SM Work Dimension: ensure the right partners in the right place, at the right time, doing the right work to serve the customer

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SM Work Dimension: Equips partners with the right knowledge and skills to achieve excellence

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SM Work Dimension: Ensures the right products are in the right place and quantity to grow sales and minimize waste

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SM Work Dimension: uses the right systems to consistently deliver the Starbucks Experience and guide improvement.

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SM Work Dimension: has plans in place to achieve established goals and space to a adapt to the unexpected

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SM Work Dimension: Helps partners create developmental plans and has meaningful conversations that drive performance.

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SM Work Dimension: inspires partners to deliver our Mission and Values and ensures they have the information they need to achieve goals

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SM work dimension: understands how to achieve top priorities and removes obstacles that are barriers to excellence

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The consistent way of bringing the Starbucks experience to life by creating plans, evaluating their effectiveness and adjusting, as needed, over time.

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What is the SM Pattern? (Use a comma to separate answers)

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What are the 4 steps in planning under the SM Pattern? (Use a comma to separate answers)

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They crate store-specific plans to ensure the Starbucks Experience is coming to life in their store.

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(a)   should be focused on closing the standard gaps and seizing opportunities to continually elevate the customer experience.

This occurs when Starbucks standards are not being achieved. They negatively impact the Starbucks Experience and should always be treated with urgency.

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Represents a store-level opportunity to be seized.

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During the first two weeks after the launch of a promo, DMs should schedule a dedicated (a)   to assess the SMs plans and performance.

This form must be checked off upon Partner’s completion of operations activities and must be praised during SMT endorsements.

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Performance Appraisals for promotion endorsement must be conducted within how many month/s?

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DM Work Dimension: leads change, builds talent plans and pipeline, sees trends and puts plans in place to improve performance of the portfolio

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DM Work Dimension: understands how to achieve top priorities and removes obstacles that are barriers to the Starbucks Experience for customers and partners

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DM Work Dimension: has plans in place to achieve established goals and space to adapt to the unexpected

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DM Work Dimension: inspired partners to deliver our mission and values and ensures they have the information they need to achieve goals

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DM Work Dimension: helps partners create development plans and has meaningful coaching conversations that drive performance.

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Working Shoulder-to-shoulder with SMs - role modeling creating the Starbucks Experience for customers and partners while developing their ability to elevate the Starbucks Experience

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What is the DM Coaching Pattern? (Use comma to separate answers)

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Dedicated one-on-one time with a partner to discuss their aspirations and development, conducted 3 times per year

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Part of shoulder-to-shoulder work to connect to build relationships and accelerate results

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Part of Shoulder-to-shoulder work where a DM provides teaching, coaching and encouragement to build SM capability.

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What are the 4 Prepare Work of DMs? (Use comma to separate answers)

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What are the 4 shoulder-to-shoulder work of DM? (Use comma to separate answers)

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RD/OM Work Dimension: builds relationships, understands customer needs and the competitive landscape and drives long-term market growth through plans to enhance brand presence.

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RD/OM Work Dimension: understand portfolio-specific barriers to growth, mobilizes resources to solve problems/drive portfolio priorities and ensures leaders are focused on effectively achieving top priorities.

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RD/OM Work Dimension: Leverages planning cycles to ensure successful execution of company plans and the advancement of market priorities.

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RD/OM Work Dimension: is a brand ambassador - sets an inspirational tone for customers, partners and business leaders in the market, and role models leading though complexity using our Mission and Values

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RD/OM Work Dimension: develops multi -dimensional leaders through targeted coaching conversations informed by observed performance across each leader’s portfolio

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Working shoulder to shoulder with DMs to elevate the Starbucks Experience for customers and Partners

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What is the RD coaching pattern? (Use a comma to separate answers)

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Shoulder to shoulder work of RD with Partner Resource Manager, Talent Acquisition and Legal - elevate leadership’s capability across the portfolio

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Shoulder to shoulder work of RD with Finance, StoreDev, P&AP, QA, Customer Service - to elevate customer experience across the portfolio

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Plan to analyze their business, get close to the work and prepare shoulder-to-shoulder time with their partners

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Ops Leader Work Dimension: leads operations for the market. Serves as a member of the market leadership team and collaborates on the development of strategic plans to advance the brand and ensure long-term profitable growth.

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Ops Leader Work Dimension: Understands business landscapes and market specific barriers to growth; strategically analyzes the business to set operational priorities for the market and drive results

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Ops Leader Work Dimension: leads the development of the annual operating plan, ensures successful execution of market plans and the advancement of priorities.

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Ops Leader Work Dimension: Is a steward of the Starbucks Brand - sets an inspirational tone for customers, partners and business leaders in the market, influences up, down and sideways to ensure that customer and partner experience is front and center

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Ops Leader Work Dimension: develops performance driven leaders who embody Our Mission and Values, encourages partners to be their very best and inspires excellence throughout the market

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In Leading with Intent - Ops Leaders perform ___, ___ & ___with the Market and Field Leadership Teams.

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OSM Work Dimension: builds trusted relationships and collaborates with cross-functional teams to develop and implement meaningful programs. Is dogfight out as a thought partner to help make projects successful.

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OSM Work Dimension: responsible for the development, delivery and sustainment of projects and programs that impact operations.

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OSM Work Dimension: leads market-level planning cycles to ensure successful execution of plans and the advancement of market priorities. Identifies risks and opportunities to market leadership.

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OSM Work Dimension: communicated relevant and timely information to diverse audiences using the appropriate tone and voice.

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OSM Work Dimension: has expert knowledge of store operations, standards and practices. Stays current on field operations, partner sentiment and work underway.

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They collaborate across functions to provide operational expertise and consultation while balancing the needs of partners, customer and the business.

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They develop, implement and sustain programs that enable field partners to deliver the Starbucks Experience and achieve business results.

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OSM Excellence Expectations

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