Coffee and Crisis Management Team

Only available on StudyMode
  • Download(s) : 122
  • Published : February 22, 2013
Open Document
Text Preview
Starbucks Coffee Company Crisis Case - Part I
Dr. Phillip G. Clampitt Cases in Media Management

August 1, 2009

Crisis Management Team: PuRr-Luscious Ladies
Debra Dobson Diane LeVeque Joyce Jentges Karen Sobiesczyk

Proposed Crisis Management Plan

2

Table of Contents - Part I
Purpose of Crisis Plan…………...…………………………………………….......………….…4 Overview of Starbucks. ………………………………………………………......………..........5 Acknowledgement Forms ...…………………………………………………............….….......10 Crisis Rehearsal Dates …………………………………………………………............….…...11 Crisis Risk Assessment………………………………………………………….…......….........13 Overview -Crisis Vulnerabilities Potential Crisis Impact Chart Incident Report Forms…………………………………………………………..........………..19 Proprietary Information……………………………………………………………..........…....23 Media Press Kit……………………………………………………………………..................24 Communication Strategy Worksheet……………………………………....……..........……...26 Stakeholder Contact Information………………………………….........…………………......28 Business Continuity Plan………………………………………………………….........……..32 Crisis Control Center Information……………………………………………………….........33 Post Crisis Evaluation Forms…………………………………………………………............34 Crisis Rehearsal Review Forms………………………………………………….........37 Crisis Activation Information …………………………………………..…….…........42 Crisis Team Contact Information………………………………………………...........43 Part II .......................................................................................................................................46 3

Purpose of Starbucks Crisis Management Plan
The purpose of the Starbucks Crisis Management Plan is to provide clear and concise guidance to our partners and organization, in the event of a crisis, to respond and recover from disasters or other unplanned business interruptions. Planning in advance of these interruptions allows our partners and organization to identify the people, equipment, systems, and timeframes needed to initiate, recover, and restore operations as quickly as possible. Crisis management is much more than dealing with a crisis, it is stopping and avoiding as crisis as well. It is about prevention, planning, and damage control after a crisis occurs. Starbucks empowers all partners to make decisions that impact our reputation. In keeping with our commitment of responsibility to our partners, communities, and shareholders, it is vital to our organization to establish a plan of business continuity and restoration in the event of a crisis. Objectives: The objectives of Starbucks Crisis Management Plan are to:    Protect the life, safety, health, and reputation of our partners, customers, communities, suppliers, and shareholders. Protect company property, assets, and proprietary information. Resume and restore business operations as quickly as possible.

Response Priorities: The recovery priorities stated here relate to overall business recovery. Specific functions will depend on the situation, location, and severity of the unplanned business interruption. Response priorities should be reviewed and adjusted as needed.    Protect the safety and security of partners, customers, and communities. Contain the interruption to reduce damage and resulting impact. Notify the Starbucks Crisis Management Team of the crisis and provide an initial assessment.

General Response Priorities

4

Overview of Starbucks Coffee
Named after a character in the classic story of Moby Dick, Starbucks Coffee has emerged as the world's leader in retail, roasting, and branding of specialty coffees for millions of customers worldwide since its 1971 founding in Seattle's Pike Place Market in the state of Washington. Still headquartered in Seattle, Starbucks Coffee Company has expanded to stores in all 50 states and in 43 countries outside of the United States. "You get more than the finest coffee when you visit a Starbucks - you get great people, first-rate music and a comfortable and upbeat meeting place," says...
tracking img