Creating a culture of warmth and belonging, where everyone is welcomed

Being present, connecting with transparency, dignity and respect.

Acting with courage, challenging the status quo and finding new ways to grow our company and each other.

Delivering the very best in all we do, holding ourselves accountable for results.

We are performance driven, through the lens of humanity.

Being role model

Manage other partners to perform core value

Responsible for helping to ensure that fellow partners are upholding Our Mission and Values. ​

Be Observant - Relate to them - Seek input - Take an interest - Recognize

Relate to them - Seek input - Be Observant - Take an interest - Recognize

Be Observant - Take an interest - Relate to them - Seek input - Recognize

Relate to them - Be Observant - Take an interest - Seek input - Recognize

Encouraging and Nurturing 3rd place environment

Removing obstacles
Inspiring best moments

Coaching others

Leading the right deployment

Communicating clearly

Solving problems in the moment

Leading Operations Activity

Coaching for performance and Developmen

Running shifts with customers at our core

Creating the Starbucks environment

• + Show your Commitment to excellence

• + Demonstrate your dedication to craft

+ Recognize others
+ Role model in Human connection

+ Understand Barista Approach
+ Celebrate wins

Readiness - Make sure everyone is ready

Understand Shift supervisor Approach

Offer Starbucks Rewards™ for customers

Maintain Merchandise area follow Siren's Eyes

• + Provide high quality products
  + A clean and welcoming store

Give customers chance to try our product through Sampling

+ Sampling products almost expire
+ Focus on selling products

Prepare - Craft & Connect - Transition

Prepare - Craft & Connect - Lead - Transition

Prepare - Lead - Transition

Clarify - Capture - Prioritize - Plan

Capture - Prioritize - Clarify - Plan

Capture - Clarify - Prioritize - Plan

Clarify - Prioritize - Capture - Plan

Deploy - Positions transition - Take breaks

Check partners status ready to work

Share the plans the goals

Partner working while sick

Check partners status ready to work

Communication - Positions - Connection

Connection - Positions - Routines - Communication

Positions - Routines - Key points - Connection

Positions - Communication - Key points - Connection

Adjust assigned positions as needed

Balance working and customer connection

Recognize those who made it successful

Balance working and sale goals

Expel a partner who is not in routine

Wherever you think you should to ensure customer experience

Prioritize In-charge tasks because you have many things to do

Stay in the best position to observe the store, the team and the overall customer experience

You will observe which positions need you and jump in to help your partners

Clarify roles - Maintain customer focus - Work in routines - Reduced waiting - Reduced motion

Maintain customer focus - Work in routines - Clarify roles - Reduced waiting - Stay balanced

Work in routines - Clarify roles - Maintain customer focus - Reduced motion - Reduced waiting - Stay balanced

Stay balanced - Reduced motion - Clarify roles - Maintain customer focus - Work in routines

Follow LST break schedule

Being flexible based on partner and business needs

Get all your partners and yourself breaks on time

Ensure your partners in shifts have their break time no matter it's too soon or too late

Prioritize your own break

Working alone - Communication

Prioritize tasks over customers

Working together - Communication is key

Running shifts as usual

Be safe - Assign partners - Plan your day - Access the safe

Prepare the store for deliveries - Complete Cash management tasks - Double check

Work together - Complete Inventory responsibilities

Assign tills - Open store - Complete Inventory responsibilities - Be prepare for peak

Partner and Deployment

Mid-day Food operation

Communication using Daily Record Book

Verify the Duty Roaster Book

Share about the sale goals and other notices in the store

LST

Deployment map

Daily Record Book

Duty Roaster Book

• + Inventory
  + Sales target

Prepare to close - Work together - Complete Inventory responsibility

Assign tills - Complete Inventory responsibilities - Be prepare for peak

Prepare the store for deliveries - Complete Cash management tasks - Double check, then celebrate - Look up for the night

Be safe - Assign partners - Access the safe

Ensure assigned tasks completed within the shift & Verify and coaching if needed

Complete Station Assessment with opening shift

Update the progress and transfer to the next shift

Assign daily tasks based on deployment and day part

All of the answers above

Clean plan - Daily Cleaning - Opening/Closing tasks - Station Assessment

Deep Cleaning - Daily Cleaning - Opening/Pre-Closing/Closing tasks - Station Assessment

Daily Cleaning - Opening/Pre-Closing/Closing tasks - Clean Plan - Station Assessment

Store Operations Assessment

Food Safety Self-Assessment

Station Assessment

Food Safety Assessment

• + Water and ice test
  + Food Safety Self-Assessment
  + Occupational Health and Safety Inspections

Welcome them and provide the Starbucks Experience

Always ask for identification from any vendor, assessor or inspector

Prepare for the corrupt (money) to make sure we can pass the audit

Contact your manager to let them know about the visit

Listen carefully to the comments and suggestions that the inspector makes

Accept any documents provided by the inspector

If ordered to close the store, comply immediately

If the store receives a fine, let the manager address the situation

• + If ordered to close the store, deal with the inspector to make it later
  + If the store receives a fine, try to persuade the inspector

SSVs Notice the problems - SSVs Note in Assessment - SM shares the plan - Everyone follows up

SSVs Note in Assessment - SSVs Notice the problems - SM brainstorms - SM shares the plan - Everyone follows up

SM Notice the problems in a row - SM Notes in Assessment - SM brainstorms - SM shares the plan - Everyone follows up

SSVs Notice the problems in a row - SSVs Note in Assessment - SM brainstorms - SM shares the plan - Everyone follows up

Preventive Maintenance

Solving Complex Equipment Problems

Address Severity Level

Corrective Maintenance

Call for facilities and technology issues

Communicate with the next shift supervisor if the problem still not solved yet

Provide the right information about what you have done, submit pictures or details of the issue

Skip the Troubleshooting content guide and ignore when will the vendor show up

Customers are delighted by getting what they want, when they want it.

Business goals are met, and waste is low. Sales and profit continue to grow and improve.

Everyone understands their role in inventory management.

Everyone just doing their own jobs

When anyone doesn't care about it

Receive - Count - Sell - Order

Order - Receive - Count - Sell

Count - Order - Receive - Sell

Order - Receive - Sell - Count

Transfer in / Transfer out

Mark in / Mark out

Order / Receive

• + Weekly Counting / Month-end Counting
  + Daily counting

• + Store organize
  + Discard item of return order

To maintain a healthy product cycle, it is important that the store is organized

It helps the store meet health code standards for food and storage

To increase the sales and minimize wastes

To help in accurate ordering, inventory counts and a positive work experience

Sort - Shine - Set in order - Standardize - Sustain

Set in order - Sort - Shine - Sustain - Standardize

Sort - Set in order - Shine - Standardize - Sustain

Set in order - Standardize - Set in order - Shine - Sustain

Par = SOQ - ( On hand daily + On order )

Par = Order cycle time x Daily product usage x Safety stock

Par = Order amount - ( On hand daily + On order )

Mass return - Lots of a specific type product is returned, complete the return in the system and enter the quantity correctly

Returning beverages and food - Returned items should be marked out

Returning non food item - Receipt is required, approved within 7 days, all items should be marked out due to quality reasons, even if it is unopened or there is no visible damage

Returning beverages and food - Receipt is required, approved within 7 days, all items should be marked out due to quality reasons, even if it is unopened or there is no visible damage

Follow First in- First out

Keep like items and categories together

Use day dots to clearly label expiration dates and times

Storage areas are arranged properly - everyone knows where to take it first

Change storage area every shift based on partner idea

Excessive quantity and increase waste

Customers and partners experience are negative impacted

Decrease store sale business

Not following First in - First out

Sell the products are available in the store, that's the solution

Put the order away - Verifying the receipt - Adjust the receipt - Approve the order

Verifying the receipt - Put the order away - Adjust the receipt - Approve the order

Verifying the receipt - Adjust the receipt - Put the order away - Approve the order

Approve the order - Verifying the receipt - Put the order away - Adjust the receipt

Count the items - Approve the count - Enter the items in the system

Approve the count - Count the items - Enter the items in the system

Count the items - Enter the items in the system - Approve the count

Enter the items in the system - Count the items - Approve the count

Aware - Consider - Take Action

Assess - Consider - Thank you

Aware - Consider - Thank you

Assess - Consider - Take Action

Partners showing up late for worK

Inconsistent beverage quality

Broken equipment

Long customer wait times

Running out of a product

Small - Medium - Big. We measure the problem based on what we see

Tall - Grande - Venti. We measure the problem based on what we see

Small - Medium - Big. We measure the problem based on the impact it may have on the team and the customer experience. ​

Tall - Grande - Venti. We measure the problem based on the impact it may have on the team and the customer experience. ​

- Use our Spaces as Intended

• - Act Responsibly

• - Communicate with Respect

• - Immediate Danger

• - Disruptive Behaviors

• - Be Considerate of Our Partners and other Customers

Customer Restriction

Safe and unsafe situations

Ask someone on shift to observe and verify the behavior

If the behavior is disruptive, approach the customer

Ask someone on shift to observe the interaction (look, listen and be aware)

• - Smile, introduce yourself and ask the person’s name

• - Actively listen, use a calm tone and respectfully request that they stop the disruptive behavior

All of the answer above

Ask for support

Escalating the response when necessary

Addressing continued disruptive behavior

Tell the Security to take the customer out of the store

Take strictly action directly

Refer to the policy

Consider your mindset

Show empathy and connect with compassion

Keep everyone safe

Ask for support

Support partners on your shift in a respectful way

Report the incident

Remember to take care of yourself

Tell the Security to take the customer out of the store

Your delivery matters

When and where to coach

Make the moment right

Observe and coach

- Consideration
- Readiness

Redirecting and Coaching - What/What/Why

Recognition and Reinforcement - What/Why

Recognition and Coaching - What/Why

Redirecting and Reinforcement - What/What/Why

Order Accuracy

Quality and taste

Make every customer feel special/Friendliness

Speed of service

• - Environment

• - Clealiness

The available partners

Daypart (peak/non-peak)

Partner experience

Customer service

The store daily goals

Staying aware - Consider - Take action

Staying Aware - Showing Empathy - Taking Action

Assess - Consider - Take Action

• - Recognize your assumptions and​ initial reactions

• - Intentionally create safe environments and mitigate stressful situations

• - Listen intentionally and with empathy

• - Encourage a “speak up” environment

• - Be brave, act as a change agent

• - Seek input from people with diverse backgrounds ​

• - Acknowledge each partner’s contributions ​

• - Learn about different cultures/backgrounds/generations​

All of the answers above

Understand your team

Show gratitude

Influence action

Commitments

Nurturing partners

Recognizing - Celebrating - Making it

Performance - Success - Fun

Reason - Inspire - Connect

Making it fun

Inspire

Recognizing performance

Connect

Celebrating success