Starbuck summary
Baldrige:
1. In the video Schultz, the CEO, states that need to believe in their core purpose and the values they have. This relates to the leadership section within Baldrige. Specifically it relates to the Vision and Values. He is a senior leader who is expressing his commitment to the company’s basic values. He talks about how it is important to link the heritage and tradition of the company with their innovation. This shows his strong commitment to the company’s vision and values because the vision and values should relate to their heritage and traditions.
2. Schultz also address the Baldrige criteria for creating sustainable organization. He touches on how he is committed to developing and enhancing workforce learning. He talks about how he closed all of the Starbucks for three hours in order to have training time with the employees in making Starbucks drinks. This was during business hours where he could have been making revenue for the company. Instead of staying open and taking in more money he choose to put his employees learning first in order to have a sustainable organization. This shows his strong commitment to the company.
3. Schultz also addresses customer engagement, more specifically customer relationship management. Several times throughout the video he express how the company is all about the customer. He is personally showing as a senior leader that he is devoted to his customers and that he wants them to understand this. He talks how in one of his meetings he told his employees that they needed to put the customer in every single meeting, they needed to walk in the customers shoes. I believe what he means by this is that they always need to consider what the customer will think, feel, and hear. This not only will continue to retain current customers, but will help increase customer engagement. He also shared how he did not cut employee benefits, even when a shareholder requested it, which in turn gained the respect of his customers.
1. In the video Schultz, the CEO, states that need to believe in their core purpose and the values they have. This relates to the leadership section within Baldrige. Specifically it relates to the Vision and Values. He is a senior leader who is expressing his commitment to the company’s basic values. He talks about how it is important to link the heritage and tradition of the company with their innovation. This shows his strong commitment to the company’s vision and values because the vision and values should relate to their heritage and traditions.
2. Schultz also address the Baldrige criteria for creating sustainable organization. He touches on how he is committed to developing and enhancing workforce learning. He talks about how he closed all of the Starbucks for three hours in order to have training time with the employees in making Starbucks drinks. This was during business hours where he could have been making revenue for the company. Instead of staying open and taking in more money he choose to put his employees learning first in order to have a sustainable organization. This shows his strong commitment to the company.
3. Schultz also addresses customer engagement, more specifically customer relationship management. Several times throughout the video he express how the company is all about the customer. He is personally showing as a senior leader that he is devoted to his customers and that he wants them to understand this. He talks how in one of his meetings he told his employees that they needed to put the customer in every single meeting, they needed to walk in the customers shoes. I believe what he means by this is that they always need to consider what the customer will think, feel, and hear. This not only will continue to retain current customers, but will help increase customer engagement. He also shared how he did not cut employee benefits, even when a shareholder requested it, which in turn gained the respect of his customers.