Staffing Plan Starbucks Store Manager

Jessica Semego, Jaanki Patel, Eric Willinsky, & Sky Cho

1. Executive Summary The purpose of this staffing plan is to explain our recruiting and hiring process for a Starbucks Store Manager, specifically one in the D.C. area. The receiver of this position will be working at one of our stores in the D.C. area under the formal title of Starbucks Store Manager. They will be reporting directly to the District Manager who oversees their store in that location. The District Manager will be in charge of reporting all decisions from corporate to the Starbucks Store Manager, but it will be the managers sole duty to fulfill these orders. The nature of this position will consist of managing the stores day-to-day operations while being responsible for its financial results. Managers will be expected to develop, coach, and provide performance management for employees as well as provide the best service possible for all customers. In addition, the position will consist of analyzing and developing plans from financial reports, implementing policies from corporate, and ensuring two-way communication between the customers and Starbucks. There will also be a certain amount of physical labor involved. Starbucks mission is to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. As the manager, it will be their duty to inspire and nurture not only customers, but employees as well. In addition, Starbucks believes in serving ethically sourced coffee, caring for the environment, and giving back to communities. By serving with honesty, integrity, and care for the customers, our managers will embody those values as well. As a store manager, you create meaningful connections every day and make perfect beverages - one cup at a time. In order to get our candidate list down to our final three choices, the staffing plan consists of a number of steps to ensure we receive only the best candidates. Our job description will be competency-based and consist of all requirements so that those who do not have these requirements dont apply. In order to find people most appropriate for the job, our primary sources will be current store employees and college graduates. To reach these people, we are using internet ads, in-store ads, and career fairs. Once we have our pool of candidates, we will screen all resumes through an applicant tracking system to ensure they meet all necessary criteria and follow up with a phone interview to ensure we dont miss any vital information. After this initial step, we hope to have 20 candidates for interviewing. The next step will be an in-person interview where we will interview candidates on more job competencies and provide them with a Realistic Job Preview to better test their fit for the position. The interview questions will consist of behavioral, motivational, situational, and skills related questions to ensure not only requirement fits, but also motivational and company fit. All people in this process will also receive two assessments, one to test customer service and another to test leadership. Candidate must pass both tests. After these steps, we will invite the 3 top candidates for a final interview followed by a background check. The background check will cover areas including references, convictions for assault or theft, and verifying education and resume information. Once the candidate has been chosen for the position, plans on hiring and rejecting have been developed.

2. Job Description Staffing Plan Project for Starbucks Store Manager Competency-Based Job Description Job Title: Starbucks Store Manager Department: Store Management Reports To: District Manager Date: 4-29-13
Mission Statement: To inspire and nurture the human spirit- one person, one cup, and one neighborhood at a time.

Summary: The primary purpose of the Store Management position is to manage everyday operations of our stores and to be responsible for providing the best service possible to our customers. Provides every employee with performance management while leading through example. Ensures effective store operations. Essential Duties and Responsibilities include the following. Other duties may be assigned. 1. Manages day-to-day operations independently in a fast-paced environment ensuring smooth transitions and effective store operations. 2. Implements company policies, accesses external resources to support store operations, and uses operations tools to plan and operate the store. 3. Complies with company protocols in implementing policies, wage, and staffing. 4. Communicates clearly, concisely, and accurately with employees, customers, and superiors to ensure effective store operations. 5. Works with employees to provide outstanding customer service through honesty, integrity, and analyzing customer needs. 6. Provides employees with coaching, feedback, developmental opportunities, and team building. 7. Utilizes management information tools and analyzes financial reports to identify and address trends and issues in store performance. 8. Performs other related duties assigned.

Job Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below must be representative of the knowledge, skills, minimum education, training, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education: Candidates will be required to have a college degree. A degree in business is preferred. Experience: Three (3) years of retail experience. One (1) year of supervision. Familiarity with using computer systems including POS Register system and other operational tools. Physical Demands: The position will require constant standing and walking, occasional stooping and kneeling, lifting up to 40 lbs, occasional use of ladders, occasional distinguishing of tastes and odors of coffee, continuous flexing and rotation of wrists and spine, and clarity of vision for risky tasks. Ability to distinguish differences and similarities in intensity or quality of flavors and odors for coffee is preferred.

EMPLOYEE ACKNOWLEDGEMENT I, _____________________________________, Acknowledge Review of This Job Description. (Employees Name - PRINT Name) _______________________________________ Employees Signature _______________________________________ Supervisors Signature Date: _______________

Date: _______________

3. Recruiting Methods/Plans For this position, the sources to generate our applicant pool will consist of current employees and new graduates. We chose current employees because they will already possess the knowledge, skills, and abilities to perform the job successfully and we are already familiar with their work capabilities. In addition, new graduates will be fresh out of college; therefore, they will possess the skills to learn quickly and effectively. In addition, they will have the education required for the position and will most likely have retail experience of some sort. We believe these candidates will be the most appropriate for the position and will have the ability to perform the essential functions of the job. They will also be most likely to agree with the brand of the company and understand its culture. Starbucks employer brand can be identified as innovative, professional, and efficient. For example, Starbucks innovates new coffee blends all the time to satisfy the wants and needs for customers around the world. We use ethics by working in a professional manner while using efficient processes to successfully manage our company. In addition, the Starbucks brand is both employee and customer focused. The company provides all employees with many benefits and opportunities for growth, and it strives to give customers the best experience possible. The Starbucks Total Pay Package is called Your Special Blend because its just for you! Your special blend might include: a. Competitive Pay b. Insurance- medical, prescription drug, dental, vision, life, disability c. Bonuses d. Paid time off e. Retirement savings plan f. Equity in the form of Starbucks stock and discounted stock purchase plan g. Adoption assistance h. Domestic partner benefits i. Emergency financial aid j. Referral and support resources for child and eldercare k. A free pound of coffee each week The media we have chosen to use for recruiting is the internet; such as applying on our website, store advertisements, and college career fairs around the DC area targeting George Mason University, James Madison University, Virginia Commonwealth University and American University. We have selected these forms of media for a number of reasons. First and foremost, we hope to attract the best talent possible for the position while limiting our search to the areas surrounding this specific store position. The internet will be a reliable media source because of the ability for candidates to apply on our website. Since our target candidates are those that match our brand (innovative, professional, and efficient), the internet

makes sense since more innovative and professional people will access the web for jobs. Store advertisements will be mutually beneficial because it will promote customer and employee awareness of the job opening. Those working at Starbucks who already possess necessary skills will be able to find these ads, and customers devoted to our products will also be interested in applying although the likelihood of them having the necessary skills will be slimmer than our other sources. College career fairs will help to target new graduates around the DC area who are looking for a managerial position. This seems like the best way to get the message out to these graduates besides the web. Since we do not want to overextend our budget for this position and are not looking for over 40 people for the interview process, we believe this will be enough of media sources to find an appropriate applicant pool for the position. Sample job notification for placement in the media:

4. Screening For our initial screening of resumes, we will be using an Applicant Tracking System similar to the one below. This chart will be used to determine who meets the minimum criteria of the position. The categories indicate the criteria we are judging the candidates on based upon the job descriptions and the resumes they submit. Those who do not meet a required criteria will not receive an interview. Of those that meet the required criteria, we will choose a certain amount of them to make it to the initial interview. If too many meet required criteria then we have slots, we will use preferred criteria to limit those applicants until we meet the required number.

During our process, we intend to use an initial telephone follow-up interview after the screening of the resumes. This follow-up will be used to address a number of topics and answer a few questions. Our telephone follow-ups will consist of the following questions: Is this a good time to talk? How has your day been so far? Could you elaborate more on your resume for me? Ask the candidate about any information they may be missing on their resume. Starbucks offers many benefits to its employees both on the job and monetarily. So, what specifically attracted you to Starbucks? This position requires an amount of retail experience. Tell me about some of the activities that you were a participant of while working in your previous retail

positions. Which did you like the most and which did you like the least? Why do you feel that way? Based on the job description, can you perform the essential functions of this position with or without reasonable accommodation? What experience do you have with Microsoft Office? As a manager of Starbucks, interaction with people is crucial. Tell me about a time when you had conflict with someone whether it be an employee or a customer. What were the obstacles? How did you handle it? What was the result? As a manager, you will be required to plan staff schedules along with updating and reviewing sales reports. Tell me about a time when you had to plan and organize something whether it be a project or an event. How was it executed? What were the results? That is all the questions that I have for you as of now. Do you have any questions for me about the position or the company that you want me to answer at this time? Once all resumes have been screened and phone interviews have been given, we plan to have a target of 40 resumes for the interview process. During our interview process, we will rate our candidates based on the screening criteria used in the initial screening of the resumes. This will include people-management skills, communication skills, organizational skills, compliance skills, interpersonal/customer service skills, decision-making skills, problem-solving skills, and planning and execution skills. The remaining criteria not mentioned will be rated on a pass/fail basis. The criteria mentioned here will be rated on a 5-point scale during our interview processes. In order for a candidate to be considered for the position, they must receive 2 or higher at least on each criteria and an average of 3 for all criteria combined. These criterias will also be rated using the weighted approach to ensure that the managerial aspect of interviewing is not ignored. The weighted rating scale for each compliance will be as follow: People Management :0.15 Communication :0.10 Organization :0.10 Compliance :0.075 Interpersonal/Customer Service :0.20 Decision Making :0.10 Problem Solving :0.125 Planning and Execution :0.15 Our process will consist of a number of processes to distill candidates down to our short list. This is what candidates will encounter during this process: Telephone Interview First In-Person Interview at the Store 2 Assessments: The Customer Service Skills Inventory & The Leadership Opinion Questionnaire

 Final In-Person Interview at the Store Background Check These following factors will be considered knockout factors during this process. If a candidate experiences one of these knockout factors, they will no longer be considered for the position. Unable to perform the essential job functions with or without accommodation Fail to meet an acceptable proficiency on any of the competencies Fail to meet any of the requirements of the position Convicted of a violent crime or theft Fail to score high enough on either of the assessments Fails the Background Check Candidate falsifies information on their resume Candidate has poor company fit Candidate has poor motivational fit Candidate does not enjoy RJP

5. Interviewing: During this job selection process, candidates will go through a total of 3 possible interviews starting with a phone interview and following by 2 in-person interviews. The questions provided here will be distributed between all 3 interviews, used only once except for the concluding questions. Our goal is to cover all of the competencies of this position to ensure we have the best candidate for this position. Ice Breaker Questions: 1. How has your day been? 2. Are you enjoying the weather today? 3. Did you find the place alright? Motivation Questions: 4. This position requires an amount of retail experience. Tell me about some of the activities that you were a participant of while working in your previous retail positions. Which did you like the most and which did you like the least? Why do you feel that way? 5. How much freedom on the job do you prefer? Do you prefer positions where you have complete autonomy or do you prefer following procedures more? 6. Starbucks offers many benefits to its employees both on the job and monetarily. So, what specifically attracted you to Starbucks? Skills Questions: 7. This position will require performing a number of activities using the computer including working the register system, submitting reports, and analyzing data. What computer skills do you possess that will aid you with this position? 8. What experience do you have with Microsoft Office? 9. One of Starbucks most important products is our coffee, and employees are expected to be able to assist customers with any questions pertaining to that. What kind of experience do you have with distinguishing coffees? Behavioral Questions: People Management 10. At Starbucks, we believe that our managers should be involved with developing our employees to be the best they can be with not only encouragement but also realistic feedback. Describe a time you had to give a coworker or a teammate negative feedback. How did they handle it and how did you respond? 11. As a manager of Starbucks, one of the key responsibilities are being able to coach others and lead them in the right direction. Describe a time you were a coach or a mentor for someone else. How did you feel about that experience? 12. At our Starbucks stores, we like to think of our employees as a team working to

accomplish our mission. Tell me about a time when there was conflict in a group you were working with. How did you manage the conflict? What were the results of the group? Problem-Solving 13. At our stores, we tend to work in a very fast-paced environment where anything could be thrown at you in a moments notice that youll have to work around. Tell me about a time a problem got in the way of accomplishing an important task such as a group project. How did you remedy this situation? Were you still able to accomplish your task? 14. Managing a store independently can be difficult at times to account for everything when executing responsibilities. Give me an example of a time you failed to account for something while executing a task. How did you react? What did you do to fix it? 15. At Starbucks, we are constantly innovating our products and services to provide the best experience possible for our customers, but sometimes we can experience some resistance from our employees. Tell me about a time you met resistance in initiating an idea. How did you counter this resistance? What were the results? Organizational 16. For this position, you will be required to lead your stores operation, staffing, customer satisfaction, product quality, financial performance and team development which can be very stressful at times. Describe a time when you had to complete several tasks at once in a short amount of time. How did you handle that particular situation? 17. Being a manager, it will be important to not only be able to organize tasks on a day to day basis, but also to organize long-term goals you want to accomplish for the store. Give me an example of a time you either initiated or participated in an a long-term project. How did you distribute responsibilities to ensure everything was accomplished in a timely manner? What were the results? Customer Service 18. As a manager of Starbucks, interaction with people is crucial. Tell me about a time when you had conflict with someone whether it be an employee or a customer. What were the obstacles? How did you handle it? What was the result? 19. As a Starbucks Store Manager, you will be coming into contact with many different people on a daily basis. Give me an example of a time when you had to resolve a challenging problem for a customer. How did you go about handling the situation and what were the results? 20. At Starbucks, we firmly believe in bringing people together, inspiring change and making a difference in peoples lives. Tell me about a specific time when you were passionate about helping out in the community or working towards a cause. What did you do about it? What did you learn?

Planning and Execution 21. As a manager, you will be required to plan staff schedules along with updating and reviewing sales reports. Tell me about a time when you had to plan and organize something whether it be a project or an event. How was it executed? What were the results? 22. At Starbucks, you will be required as the manager to initiate new policies to our employees to better improve the effectiveness of the store. Give me an example of a time you had to deliver a proposal or an idea to a group. What were the steps you took to develop your proposal? How did you execute your delivery? Decision-making 23. As the manager of Starbucks, you will have to make many difficult decisions. Can you tell me about a time when you were asked to fire an employee due to certain circumstances. How did you approach the situation? 24. You will have to analyze many reports as a store manager and make decisions for the store based off that information, sometimes without all the necessary information. Describe for me a time you had to make a decision without all the necessary information. How did you base your decision? Compliance 25. Starbucks believes that conducting an ethical business is vital to the companys success. Give me a time when you had an ethical dilemma or believed that something was ethically wrong in a previous job or organization. What did you do about the situation? What were the results? 26. Starbucks has a number of procedures and protocols that managers have to follow to ensure the store meets corporates expectations. Tell me about a time you had to follow a plan that you were not in favor of. How did you feel about the situation? What were the results? Situational Questions: 27. At Starbucks, we are known for being innovative and providing the best service possible for our customers. As the manager, it will be your job to introduce new policies and procedures provided by corporate to your employees. What would you do in a situation in which one of your employees strongly disagreed with a new policy you introduced? 28. During the winter season, Starbucks can be very busy which will require full participation of all employees. What would you do if one of your employees asks to have time off during a busy season? How would you solve this situation? Concluding Questions: 29. Based on everything listed on the job description, can you perform the essential job functions of this position with or without a reasonable accommodation?

30. That is all the questions that I have for you as of now. Do you have any questions for me about the position or the company that you want me to answer at this time?

6. Testing/ Assessment (to be included in screening and analysis of candidates) During this selection process, we will require our candidates to complete two assessments after the first in-person interview. These tests are meant to assess our candidates abilities in the areas of customer service and management, both extremely important competencies for this position. Both assessments will be provided by Vangent for Human Capital Management Website. The first assessment will be Customer Service Skills Inventory. The primary purpose of this test is to identify candidates with the skills and behaviors that accompany successful customer service. The test will assess if our candidates have the desire to help customers and the ability to do so as well. Although we cannot receive a copy of the assessment or questions on it, we do know categories in which it tests. These include pressure tolerance, responsiveness, sensitivity, and balanced judgments. Vangent has used a concurrent-validity test to verify the validity and reliability of this instrument. These results were based on the job analysis of 25 service-oriented jobs. These studies found the assessment to be valid in testing candidates on successful customer service behaviors. The second assessment will be the Leadership Opinion Questionnaire. The primary purpose of this test is to identify candidates with proper management abilities checking for management style and training. Once again, although we cannot receive a copy of the assessment, we know that it will test candidates in the areas of consideration such as rapport, communication and structure such as initiating ideas and setting standards. Validation studies for these assessments have been done in a number of positions and have been found to have a positive correlation between performance on the assessment and on the job. These positions include department managers and first-line supervisors. We believe this is enough validity to prove the reliability of this assessment for use.

7. Background Check Types of Background Checks Utilized: For this position, we intend to use two types of background checks. Firstly, we will be checking references. We believe this will yield a lot of useful information for us that is relevant to the position. For the best information, we will be looking for references related to the retail/supervisory experience that is expected from this position, so most likely, these references will be former supervisors or coworkers. These references will be asked a number of questions that relate to this position. These questions are listed below. The second type of background check we will be doing is checking credentials. These credentials will include educational degrees and possible criminal convictions. This position does require a college degree, so we will want to check these credentials to ensure that they are correct. In addition, this position will require employees to work daily with many different people in an enclosed environment. If this person has a criminal conviction of a violent crime or theft, this could be a liability in which we will need to investigate. It would be our responsibility if anything should happen, so we will ensure this is not the case. With the requirement of nearly 4 years experience, we believe we can safely assume that this person has had proper training in terms of customer service, diversity, and retail management. However, we will also ask references a few questions as well to see what kind of training they have acquired throughout their work history. Questions to ask of references: How well did this candidate communicate with others? Has this candidate ever caused any problems with customers or coworkers and to what extent? Did the candidate work well in teams? Are the job responsibilities, job title, and time employed that the candidate provided on their resume correct? If not, what is incorrect? Has this candidate received and completed proper training in customer service, diversity, and general management? How did the candidate perform with regard to working under pressure and time constraints. What are the three strongest characteristics that this candidate possesses? How well did the candidate follow company policies? What was the reason for the candidate leaving their position? Would you rehire this candidate? If not, why? Is there anything else I should know about this candidate before hiring them? In this position, it will not be necessary to verify any kinds of licenses, but it will require verification of degrees and experience since they are most necessary for the job. Since background checks will only take place after the final interview to limit the number of candidates required for checking, we will ask each candidate for two items at the end of

the interview. Firstly, we will ask them to sign an authorization waiver to provide us with the necessary information to check their education and degrees. With this information, we should be able to contact their schools for the information. As for experience, we will request the candidates to send us references from their last 3 employers. These references will help us verify information on their resumes along with their answers to their behavior questions. During our initial resume collection process, we intend to create an Applicant Tracking System. Considering we plan on acquiring at least 40 candidates for initial interviewing, we plan on having more than 40 resumes to track, so we will use a spreadsheet system to contain all of the information from candidates including whether or not they pass each step of the interview process or if they are immediately dismissed. In regards to our background checks, the information from this will be contained along with the resume information within the Applicant Tracking System for at least 6 months. With so many candidates, it seems most logical to keep all this information together online where it is easy to access. In this system, it will contain which information we verified and the questions we wanted answered for the check. It will then label if the candidate passed each check or not. If they did not, we will place the reason for why they did not pass the check in the system and eliminate the candidate from the selection process. This will provide us with the easiest and safest way of collecting and storing this sensitive information.

RELEASE AUTHORIZATION WAIVER In connection with my application for employment with you, I understand that an investigative consumer report may be requested that will include information as to my character, work habits, academic records, performance and experience, along with reasons for termination of past employment from previous employers. Further, I understand that you may be requesting information concerning my workers compensation claims and criminal history from various state, private, and insurance sources along with any public records available. Workers compensation information will be requested only in compliance with the Americans with Disabilities Act and/or any other applicable state laws. I HEREBY AUTHORIZE, WITHOUT RESERVATION, ANY LAW ENFORCEMENT AGENCY, ADMINISTRATOR, STATE AGENCY, INSTITUTION, SCHOOL, OR UNIVERSITY (PUBLIC OR PRIVATE), INFORMATION SERVICE BUREAU, EMPLOYER, OR INSURANCE COMPANY CONTACTED BY STARBUCKS, TO FURNISH THE ABOVE MENTIONED INFORMATION. I further acknowledge that a telephone facsimile or photographic copy shall be as valid as the original. This release includes all state and federal agencies. According to the Fair Credit Reporting Act, I am entitled to know if employment is denied because of information obtained by my prospective employer from a consumer reporting agency. If so, I will be so advised and be given the name of the agency or source of information. I authorize the release to Starbucks information or photocopies of my military personnel and related medical records. Signature______________________________________ Date____________________________

8. Candidate Notification Hired Plan: Once we have decided which candidates we want to extend a job offer to, we will first begin by giving them a phone call. During the phone call, we will address the offer of employment, the salary and any negotiations possible at that point based on the situation, also we will discuss benefits, and the Employment-At-Will statement. If the candidate accepts we will send out a written letter with an Employment-At-Will statement at the bottom to sign confirming offer of employment along with mentioning the salary and benefits again. If the candidate chooses to take time in making this decision then we give them a few days (up to four) before we follow up on the offer. We will have two copies of the offer of employment, one for the candidate and one for the company for legal purposes. In addition, we will introduce them to the orientation process and how they will align with the mission, vision, and goals of the company in order to be a successful Starbucks Store Manager. Not-Hired Plan: The candidates we decide not to hire will receive a generic rejection letter that is sent out to all other potential candidates stating our appreciation for their time in applying. We will not mention the reason of not offering them employment nor that we have their resume on record (as that is solely for legal purposes for the company). We will notify them as soon as we are sure they are not the right fit for the position.

 Job Offer Acceptance Letter: Candidates Name Candidates Address Dear Mr./Miss/Mrs./Ms. (Name): Congratulations! We are pleased to confirm that you have been selected to work for Starbucks as the Store Manager located in Washington, DC. Your skills and experience will be an ideal fit for our management position at Starbucks. We are happy to make you the following job offer. The position we are offering is that of a Store Manager at a starting salary of $40,000 per year. This position reports to the District Manager. Your working hours will be approximately 40 hours per week. This is a permanent, full-time position. Vacation Probation (or Provisional) Period/ Employee Benefits Include: Vacation Time Period ( ) Group Insurance ( ) Short/Long Term Disability ( ) Dental Care ( ) Health Care ( ) We would like you to start work on (start date). Please report to (name of Starbucks District Manager to see on the start date), for documentation and orientation. If this date is not acceptable, please contact me immediately. If you choose to still accept this job offer, please sign the enclosed copy of this letter and return it to me by (specify a date). We are confident you will be able to make a significant contribution to the success of Starbucks and we look forward to working with you soon. Employment with the Company is voluntarily entered into, and you are free to resign from your position with the company at will, at any time, with or without cause. Similarly, the Company may terminate the employment relationship at will at any time, with or without notice or cause, so long as there is no violation of applicable federal or state law. Sincerely, I accept the offer as outlined above. _____________________(Name) ______________Date

 Job Rejection Letter Dear (Candidate), We appreciate your interest in Starbucks as the Store Manager and the time you spent with our interview team. Thank you for taking the time to apply for our Store Manager job opening. At this time, we have selected another applicant for this position. Once again, thank you for coming in for the interview. We enjoyed meeting with you and learning about your experiences and interests. While you were not selected for this position, we encourage you to apply again in the future for openings that match your qualifications. Sincerely, Starbucks Hiring Manager Signature____________________ Date _____________