1. Introduction to new training program
Starbucks Coffee Company is well known for its training and development program. The training programs are conducted by both its partner resources management as well as by its line managers. The leading roles of trainer are played by the store managers and current partners. It is important to analyze the needs before the training program to implement a better plan that can achieve the company’s goals and targets. These goals are measurable and formal. For example, the objective of Barista 100 Training is to develop a Starbucks culture in the Barista stores. Hence, it can be seen that training and development program plays a major role in maintaining the organizational culture in Barista and Corporate offices (Starbucks Coffee Company, 2016). The paper has been developed to present an overview of five different processes of training and development in Starbucks. The study begins with an assessment of training needs. It also presents objectives of the training program, training design, recommended delivery training and evaluation of the training program.
2. Assessment of Training Need
The training and development program of Starbucks consists of internships, intranet and internet training; computer assisted instructions, on-the-job training, and videotape. At present, the company provides a twenty-four hour training program that is divided into nine blocks. These blocks are broken down into different learning activities, trainer, and hours needed for the training. Along with that, the company provides online training to its partners. The online training package includes on the job training procedures and discussions related to the development of skills and capabilities of the employees (Starbucks Coffee Company, 2016). The store managers act as a guidance and role model for the employees. The functional training makes the barista ready to work in their role in the stores. The training program involves the first impression and conducting certification. Along with that, the training program also needs to provide a continuous development of skills with the changing strategy of the Starbucks. Hence, the company needs a proper training strategy that will help the store managers to get the employees ready for their role to be played in the new stores. There will be a formal training, learning through others and on the job training that helps the employees to learn while working in the real life scenario. The training program must be easier for new employees, and they must be provided with after class study materials to repeat the lessons taught during the training hours. Hence, it is important for Starbucks to develop proper training and development program that can help to improve the skills and capabilities of the employees to enhance their performance level.
3. Objectives of the Program
The training program can be identified as one of the primary duties of HRM in order to enhance the skills and performance of the newly appointed or current set of organizational employees. For Starbucks, training programs have been attached to the core business model in improving the organizational performance. Developing the training program, the human resources management of the reputed organization can protect the potential reputation of business. Unlike other businesses where the organizational human resources need to upgrade their skills and knowledge resources according to their work position, Starbucks Company needs to maintain the well-earned standing of product uniformity (Truitt, 2011). Hence, specific training programs such as Barista Basics Training Program, Shift Supervisor based training program, Retail management based training facilities and manager training programs have been developed to enhance the confidence and proficiency in delivering outstanding consumer service. Meanwhile, the training program can determine the performance deficiencies and deal with customer complaints to improve the customer services.
The training programs are specifically developed to identify the skills and talent of the employees. Determining the efficiency of the existing employee set up and training needs, the management can make an overview of current performance status of the employees. Furthermore, developing proper mentoring and guidance procedures, the training event can turn the weaknesses of the employees to the strengths in order to contribute to the Starbuck’s customer services.
4. Training Design
It is important to understand the goals of the organization to design properly a training and development program. The objectives outline the expectations of the results that must be achieved through the training and development program. The internal training and develop program related to the core competencies do not require any external help. There are different methods that can be used to train the employees and develop their skills and knowledge. Some of the training methods that are used by Starbucks are discussed in the points given below:
On-the-job Training: On the job training is one of the most important methods of developing the skills and capabilities of the employees. It is a way in which the employees are left to learn according to their capabilities. The employees are properly guided by the managers and any problems faced by them in serving the customers are discussed in the meeting to solve their queries.
Job Instruction Training: The job instruction training mainly focuses on providing a step by step training in which all necessary steps are taught. The employees are provided with a printed list that must be followed by the trainee to pass the test (Buono and Pelosi, 2010, p. 8). This type of training is valuable for a company like Starbucks. It helps to ensure reliability and uniformity in the preparation of drinks and acts as a reference point for the employees.
Computer Based Training: Computer training is provided with an interaction through the computer. A graphical representation of the process with the help of videos, photos, and music enhances the quality of the training process and helps the employees capture more knowledge from the program.
Internet Based Training: The computer based training are replaced by internet-based training in which employees visit the community page of the company and look for the videos that teach them about the role that needs to be played while working in the organization.
One-to-one Delivery: One to one delivery is a process in which the managers interact with each of the employees on a one-on-one basis to observe the problems faced by them and solve those issues. It is another most important training and development procedure that helps the company to develop its performance.
5. Recommended Delivery Training
After developing the training design suitable for current employees as well as new recruits, the training delivery facilities must be fixed to achieve the maximum success ratio. Recognizing the benefits of the internet media, the e-training system can be recommended to reach out to every outlet all over the world. Considering the global popularity of Starbucks, the management must deliver equal importance in the training delivery facilities to get the maximum response from the employees. Identifying the training facilities, Starbucks needs to set effective blended learning style in the training platform to maintain product uniformity. In addition to that, significant training delivery system can handle the diverse roles of the human resources to make the most of the human resources talent and knowledge skills (Buono and Pelosi, 2010, p. 11). As Starbucks needs employees who can manage diverse job responsibility at the same point of time, interactive training delivery methods can be highly recommended to motivate the performance and skills of the organizational human resources. Specifically, Barista Basics Training Program has been developed to provide initial training for the new recruits so that they can get an idea of the Barista role in the outlets of Starbucks. The organization has developed effective, intuitive tools to deliver the one-to-one delivery system in order to enhance the learning experience of a new employee.
On the other flip, shift supervisor’s training facilities can be delivered using classroom procedures and in-store training sessions to make sure the shift supervisor of the store can identify the job responsibility so that the customer service can be improved. Apart from that, in the case of retail manager’s training, similar training delivery system has been developed providing in-store training facilities and application of effective management procedure to meet the requirements of incoming customers (Mandhanya, 2015, p. 15). Such training facilities can deliver problem-solving methods and decision-making strategies on the basis of suitability of the organization. Furthermore, through in-store knowledge and skill development practices, online training session and practical one-to-one training delivery system have been adopted to improve the role of the managers operate in the different global platform.
6. Evaluation of Training Program
Identifying the crucial role of a barista, Starbucks has developed formal training sessions so that the experience of the customers at the outlet has remained unchanged throughout the years. The effective training program to the barista has helped to maintain product quality and product uniformity at any cost. Understanding the value perspective of the customers, Starbucks has developed core training facilities so that every employee can perform the task according to the order. Additionally, the one-to-one training and in-store skill developing training can enhance the employee’s performance to produce better services to the incoming clients (Truitt, 2011). In the training sessions, the in-store staffs have identified effective communication skills to interact with the purchasers in order to build a strong relationship with better experience of the customers.
Starbucks management team and training and development team have utilized the existing as well as innovative technological tools to improve the in-store environment to accomplish the best level of customer satisfaction. Meanwhile, recognizing the primary objective of the organization to serve the people in a better process, the in-store employees have been efficiently trained to meet the customers’ expectation level creating optimum service efficiency. In addition to that, the mentors and expertise have effectively figured out the weakest links within the customer service and have turned them into positives through successful training facilities. However, the employee recruitment and selection process of Starbucks has efficiently contributed to getting the most talented human resources suitable for in-store operations. The in-store employee training sessions of Starbucks have successfully evaluated the performance of the employees. According to the performance level of the workforce, significant strategies have been adopted to build up training and performance development.
References
Buono, M. and Pelosi, S. (2010). Connecting training and design processes: Definition of an effective model for design training. Strategic Design Research Journal, 3(1), pp.7-12.
Mandhanya, Y. (2015). Training and Development Strategies: Motivational Tool for Increasing Employee Retention. Trai. and Deve. Jrnl., 6(1), p.15.
Starbucks Coffee Company. (2016). Learning and Development. [online] Available at: http://www.starbucks.com.hk/about-us/become-a-partner/learning-and-development [Accessed Mar. 2016].
Truitt, D. (2011). The Effect of Training and Development on Employee Attitude as it Relates to Training and Work Proficiency. SAGE Open, 1(3).
