Coffee and Crisis Management Team
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
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