Leading Organizations -- Starbucks in Term Paper

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One women stood with hands on her hips and stared at the women making the call, and then even pointed at her watch. The Starbucks employee smiled and waved, saying over the phone that help was on the way.

As the line started moving again when the Starbucks' employee hung up the phone, two young women showed up in their barista aprons and immediately started working on orders. It was evident these two young women had years of experience in making complex drinks -- they knocked down the backlog of custom drinks in about seven to ten minutes. It was impressive to watch. The line was steadily moving at this point and even the lady who had pointed to her watch and given a very defiant look smiled. By 9:30am the first and second wave of flights had left the concourse and the line dwindled to between three and five customers, then none. At 10:00am the third wave flights were out and the concourse was nearly empty. The two baristas made themselves cappuccinos and the two women working the front gave each other high fives while the young man worked to restock the front cabinet of pastries. The baristas had a short break and started cleaning the area of their coffee machines, grinders and steamers. By 10:30am it was time to catch my flight.

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Starbucks is often held up for their exceptional product quality and service, and their commitment to listening to customers as well. Starbucks doesn't speak as often about their commitment to training. What is immediately apparent from watching their teams working together however is how well-orchestrated employees are and how they are taught how to pick up processes and systems in progress started by others. The Starbucks culture also strongly supports autonomy, mastery and purpose as part of its training as well. These three elements of autonomy, mastery and purpose are critical for long-term learning to place (Ramsey, 2010). The accuracy, speed and sense of purpose the team worked with showed they were trying their best to deal with a very busy morning without falling back into self-pity or whining. Yet Starbucks' culture had put a very strong sense of purpose in this team and they responded quickly and thoroughly, even when things were out of control in the morning rush. Starbucks also has created supporting processes that made it relatively easy for them to deal with simple orders. The engineering of the coffee and simple pastry orders to accentuate accuracy and speed was also evident in how well the small Starbucks managed orders that busy Saturday morning......

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