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Starbucks coffee company barista trainer bonus process

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Process, fit gap, and fall-out models to support implementation of an enterprise-wide training pay initiative that impacted over 100,000 employees.

Published in: Recruiting & HR
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Starbucks coffee company barista trainer bonus process

  1. 1. Certified Barista Trainer 11/19/2014 Devon Goda, Global Business Enablement 1 Partner Experience Investments (Formerly Project Wizard) Business Execution Process Phase I - Bonus Payment Overview NewBaristaBaristaTrainer StoreManagerMyLearningRetailHourlyPartner GLSSAPStoreManagerPROS&SMyLearning START Nominates Partner Process Step ASSUMPTIONS  US Starbucks and Evolution Fresh(?) stores  Baristas and Shift Supervisors may be titled Barista Trainer (BT)  Up to one BT to receive a bonus for each new barista completing the Barista Basics training program  BT completion of training bonus value is non-discretionary  SAP is the system of record for which partner was trained to procure a bonus payout (value stored in comments field) Displays Learned Behaviors Decision Point Assigns Barista Trainer Program Items Facilitates Four Training Items in Program Completes Four Training Items in Program Certifies Completion of Barista Trainer Program Tracks Partner’s Status as a BT Yes Begins Employment Certification of Barista Trainer Step Facilitates Barista Basics Training Program Punches Trainers Hours as OPS (Store) Trainer Captures Trainers Hours as OPS/Store Trainer Processes Payroll Completes Barista Basics Training Records BT Completed Trainer Bonus Item Tracks Completion of Trainer Bonus Item Generates Email Output of Completions Converts Email Output to Winshuttle Script Uploads to SAP Process Barista Trainer Bonus Is (Bar or SS) & BT END Reactive Call Center Recovery Process Yes Verifies Trainer is Eligible for Bonus Yes All “Training” & “Trainer” hours are captured as Ops (Store) Training (tip eligible) No Data is Viable Yes No No Barista Basics Trainer Bonus Payment Step END Actions Against Erroneous Payment No Component of Recovery Sub- process Schedule Trainer Hours as Ops (Store) Training The SM will assign any courses that have not yet been completed or that they assess need to be re-completed. Proactive Contacts Store Manager Removes Partner from Training Program Tracks Removal From Program Data not viable if the partner is in an non-payable status or LMS to SAP data has become unsynchronized Weekly Process Already Certified No Yes Proactive Send Bonus Ineligibility Report
  2. 2. EXCEPTION Certified Barista Trainer 11/19/2014 Devon Goda, Global Business Enablement 2 Partner Experience Investments (Formerly Project Wizard) Business Execution Process Phase I - Exception|Recovery Process Barista Trainer MyLearningSAP Store Manager PROS&S District Manager RECOVERY PRM PRO Reporting Requests Exception Can be submitted via LMS? 1) has not already been correctly submitted 2) partner is a BT in the LMS 3) partner is a barista or shift supervisor in LMS 4) partner is employed in SAP 5) is not retroactive Submit Bonus Word PAN Over Paid Established Collections Process Payroll Period Elapsed Process Retroactive Barista Trainer Bonus Yes Yes Yes Contacts the PCC Indentifies Invalid Data START D END START BSTART A No Approves Exception YesNo Process Barista Trainer Bonus No No Administrate Retroactive Payment Process per Bonus Payment Overview Process Step Decision Point Component of Bonus Payment Overview Email Bonus Ineligibility Report START C Integrate Email Report into Existing Data Push Report of Ineligible Bonus Requests Receive Report & Consult With DM Offers Guidance on Resolution (PCC) Calls Store Manager Corrects Date Effective Date Error Yes No Manages Correction of Bonus Start Scenario A SM & DM proactively decide to process a Barista Trainer bonus payment outside of guidelines Start Scenario B The Barista Trainer recognizes and acts on an error in their bonus payment Start Scenario C The monthly LMS ineligibility report is pushed down to the DM via the PRM to be actioned (before the partner becomes aware of the potential error) Start Scenario D PRO S&S/Payroll is unable to SAP load or process a valid bonus reported by the LMS Existing, Documented Standard Process
  3. 3. Certified Barista Trainer 11/20/2014 Devon Goda, Global Business Enablement 3 Partner Experience Investments (Formerly Project Wizard) Business Execution Process Phase I - Payment Fall Out Tier When the BT completes facilitation of a Barista Basics program for a new barista, the SM completes the Trainer Bonus item in the LMS on behalf of the BT Store Manager completes the fifth item in the Barista Training program. Partner is now a ‘Barista Trainer’ (BT) The LMS generates and emails the weekly Trainer Bonus report The Trainer Bonus report is uploaded to SAP and processed into payroll  Are organized to the correct store in the LMS Partner’s Who Get To the Next Step Who Falls Out of the Process Partner’s home store SM assigns Barista Trainer training program to potential BT  Have completed all four training items  Has been certified as having completed all five barista trainer program items  Have a completed Trainer Bonus Item  With last 7 days  Are in role as a barista or shift supervisor  Are in US  Barista Trainer program is completed  Has a matching partner number from LMS to HRIS  Is in a payable employment status  Partners are organized to a different store in the LMS  Partners are organized to a different store in the LMS  Partners who have not completed all four modules  Partners are organized to a different store in the LMS  Partners who are not certified as barista trainers in the LMS  Partners are organized to a different store in the LMS  Partners who are not certified as barista trainers in the LMS Workflow Step Causes of Fall Out Visibility to Fall Out Existing LMS Error Prompt Existing LMS Error Prompt Existing LMS Error Prompt Ineligibility Report Disbursed by PRO Reporting to PRM Audience Winshuttle Error Output SAP Payroll Error Reporting Resolved via SM by PRO S&S  Submitted partner number doesn’t exist in SAP  Partner’s are in non-payable status  Partner is incorrectly organized in the HRIS  The HRIS & LMS are desynchronized  SM attempts to train a borrowed partner as an BT  SM failed to compete data entry  Partner is no longer in role as a barista or shift supervisor in the LMS when the report runs  Partner has separated prior to processing of Trainer Bonus  Partner is incorrectly organized in the HRIS  The HRIS & LMS are desynchronized  SM attempts to train a borrowed partner as a BT  Partner is incorrectly organized in the HRIS  The HRIS & LMS are desynchronized  SM attempts to pay a borrowed BT from the borrowing store BONUSED
  4. 4. Certified Barista Trainer 11/19/2014 Devon Goda, Global Business Enablement 4 Partner Experience Investments (Formerly Project Wizard) Business Execution Process Phase I - Conceptual Reporting Process PROCESS EXECUTION PRODUCTS BUSINESS INTELLIGENCE SUITE Training Completion Data Partner Data Org Data Retail Operations Leadership Bonus Payroll Data Recovery Effort Data Excel Report of Eligible CBT Bonuses Excel-base Analytics (e.g.: Power Pivot) Existing Profit & Loss Report Program Owner Program Success KPIs  Adoption Rate  Success Rate  Recovery Impact  Exception Share Store & District Managers Data Warehouse Solution Report Builder Data Analyst Excel Audit Report of Over Payments PRO S&S Actioned into Payroll Record Actioned as Coaching Retail Operations Store Labor Impact Excel Report of Unpaid Bonuses

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