Starbucks Organizational Behavior

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Project Part 1

Introduction to Organizational Behavior
By definition, organizational behavior refers to the way individuals or groups behave within an organization. The organizational behavior of a company is something that is often subtle and difficult to identify and define, let alone change and manipulate. Nevertheless, the organizational behavior within a company can have a significant impact on decision making and the success of business ventures and transactions. Let us consider Starbucks, the coffee company, and dwell on the ingredients for its recipe of success.

Introduction to Starbucks
The Starbucks Story
Starbucks’ story began in 1971. Back then Starbucks was a roaster and retailer of whole bean and ground coffee, tea and spices with a single store in Seattle’s Pike Place Market. Today, Starbucks is privileged to welcome millions of customers through its doors every day, in more than 17,000 locations in over 50 countries. Starbucks mission is: to inspire and nurture the human spirit – one person, one cup and one neighborhood at a time. At Starbucks, they have always believed in serving the best coffee possible. It is their goal for all of their coffee to be grown under the highest standards of quality, and using ethical sourcing practices. Starbucks’ coffee buyers personally travel to coffee farms in Latin America, Africa and Asia to select the highest quality Arabica beans. Once these quality beans arrive at the roasting plants, Starbucks experts bring out the balance and rich flavor of the beans through the signature Starbucks Roast™. Starbucks stores are a welcoming third place for meeting friends and family, enjoying a quiet moment alone with a book or simply finding a familiar place in a new city. Total stores: 17,009 (as of January 2, 2011)

Starbucks’ Partners
Starbucks offers the finest coffees in the world, grown, prepared and served by the finest people. Starbucks employees, who they call partners, are at the heart of the Starbucks Experience. Starbucks store partners are committed to coffee knowledge, product expertise and customer service. Starbucks believes in treating its partners with respect and dignity. They are proud to offer two landmark programs for their partners: comprehensive health coverage for eligible full‐ and part‐time partners and equity in the company through their Bean Stock program.

Project Part 2
Practicing OB
Predicting Sales Success
1. Based on the results of the “selling ability” test, one cannot certainly assume that it is at fault. We agree that the test might have some discrepancy or cannot be regarded as highly reliable. Moreover, we believe a similar test is necessary but not sufficient. Even though the test was designed to minimize the risk of hiring unqualified sales people and rather recruit people that better suit the sales job, upon a test drive it was found to be invalid. In an attempt of implementing a corrective action based on the feedback gathered after implementing the test, we suggest that the criteria upon which the test was based ought to be revised in order to verify its alignment with the overall purpose of utilizing a similar test.

2. Assuming that the test is indeed valid, the fact that the new agents lack experience is certainly contributing negatively and thus leading to a poor performance. Despite the fact that an employees’ performance is directly influenced by their knowledge, skills, and abilities, yet one cannot but recognize the remarkable impact which experience casts on employees. As we all know, not all that is learned comes from books. Experience subjects the individual to a well assorted “bouquet” of scenarios, scripts, critical cases, and obstacles all of which contribute in shaping this individual’s character and strengthening one’s personality. We agree that along with an employee’s KSA’s, gaining experience will surely boost performance

3. It goes without saying that sales persons’...
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