This document summarizes key information about a Starbucks store located in the T3 International airport. It describes the store's customer profile as mainly airline travelers, pilots, and flight attendants. While the store has strengths in speed of service and customer connection, it faces challenges with language barriers between customers and partners as well as lack of signage indicating the store's location. The action plan focuses on improving clarity of partner roles, increasing daily transactions through active sampling, and addressing the language barrier through foreign language training for partners.

1. T3 INTERNATIONAL STORE
Arpan Singh

2. CoffeeTasting –KENYA
• Region-: Africa
• Roast -: Medium
• Processing Method-:Washed (Wet)
• Flavor-: Juicy, Complex
• Acidity-: High
• Body-: Full
• Complementary Flavors--: Berries, grapefruit , raisins & oranges.
Interesting Facts
• Because of high acidity & citrus flavors, Kenya makes a great iced coffee.
• African coffees are known for maintaining their flavor characteristics as
as they are cool or are iced.
• Starbucks buys coffee based primarily on how it tastes.This is why Starbucks doesn’t specify Kenya grades such as “AA” or
“A”.These grades refer only to bean size.

3. Store Details
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Customers Profile:
Lunch :Air line Traveler's, Pilots & Air Hostess
Snacks : Air line Traveler's , Pilots & Air Hostess
Dinner : Air line Traveler's , Pilots & Air Hostess
Store Picture Here
Date of Opening :
25thJAN’2013
No. of seats : 30
Area (sq. feet) :1100
YTD - ADS (Rs) : 117550
YTD - ADT : 562
YTD – AT : 220

4. Resources
• RMT to share the following with the Panel after gathering and analyzing the following
resources…and share your experience on the same ( Recommended you put this in a file folder)
• LastThree Operating Statements (P&Ls)
• Budget
• Recent StoreWalkThru
• Recent Store Audit (Partner, Customer and Business)
• Daily Records Book
• Duty Roster Notebook
• Weekly Schedule
• Weekly Labor Recap
• Daily Coverage Reports (or equivalent)
• Retail Dashboard Home Page (Daily,Weekly, MonthlyViews) if available in your market
• Food and Detail Reports
• CustomerVoice or Customer Snapshot Reports
• QASAAudit or Self-Audit
• Blank Problem SolvingWorksheets and Store Plan of Action
• A prior Store Plan of Action or issues from a recent Observe and CoachVisit
• ( Kindly ignore if any of the above is not in practice or available)
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5. Partner Considerations
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Plan Actual Variance Barista Barista
Trainer
Shift
Superviso
r
RMT
SM 1 1 - -
ASM 1 1 -
SS 4 4 - 4
Barista (Full-Time) 15 15 - 15 10
Staffing level 100%
Partner Diversity (M :F) 20: 1
Attrition YTD QTD
Voluntary 1 1
In Voluntary

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Partner Considerations
Position Partner Name Status Training update
ASM to SM Akleem
Identified
Certified Barista, Barista trainer and shift
supervisor, Efficient shift operation
SS to ASM Pradeep Identified
Certified Barista, Barista trainer and shift
supervisor, Efficient shift operation
Barista – SS Manish/Parveen Identified
Certified Barista, Barista trainer and role models
in present job profile
Trainee
/Barista/SSV/R
MT

7. Partner Considerations
Top Strengths Top areas for
Improvement
Suggestions for
next Steps
Time Lines
Recognizing each
other by using 5
B’s cards
Secondary duties
and slide positions
not clear
• Preparing deployment and
communicating the primary
and slide positions to
partners by MOD during
briefing.Allocation of
secondary tasks as per DRN
and making partners
accountable for the
allocated task .
15-DEC-2013
Good team work
among partners
Beverage
repeatable routine
not followed by
partners
consistently as
measured in last
BR2 done by DM
( Last score -3.8
done on 20th Oct)
MOD focusing on 100%
execution of beverage
routine by using
Reinforcing & corrective
feedback & Recognizing
partners who are executing
it.
Targeted BR2
score for Dec – 4.5
31-DEC-2013
StarbucksConfidential – INTERNAL USE ONLY 7

8. Starbucks Problem Solving Method
• Share with panel Problem SolvingWorksheet
• Store Plan of ActionWorksheet
• Plan to test a countermeasure
• DM Detailed StoreVisit findings
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9. Starbucks Problem Solving Method
Plan Do Check Adjust Worksheet
Partners
Store
T3 international
Date/Time
GRASP THE SITUATION 6. PLAN (Plan to test your selected countermeasures)
1 Identify the Problem (the difference between where we are and where we want to
be)
Action Items Who is on point Target Date
Partners are not clear on their sliding tasks Proper deployment to be made & briefed
all the partners
MOD Ongoing
Regular on floor observation on shift basis
with the help of deployment assessment.
S.M Ongoing
2 Observe and measure the Current State (Go See, collect the facts)
Partners are not performing their secondary tasks as they stick on their
primary tasks only.
3 Set a Goal (a measureable target of what should or needs to be happening) 7. DO (Test your countermeasure)
Partners will be doing their sliding tasks along with their primary tasks. 8. CHECK (Check the results of your test)
Measurement (quality, friendliness,
speed, partner engagement,
business)
Current
Based on
observation
and facts
Future
After making
changes
4 Write a Problem Statement (a clear, concise description of the gap) Example: __is
at __ versus a goal of __
Partners are not briefed about their tasks from their MOD’s.
5 Analyze the Gap (why, why not, what) *may need to use separate page
Why:- To get the best productivity from partners
Why Not-: Primary/secondary Tasks is not clear
What-: Briefed all the managers to assign the primary/secondary tasks to
he identified 8
artners..(waseem,Abhishek,Shubhashni,saurabh,prince,laxman,Ram,Aftab)

10. Customer Considerations
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CustomerVoice or Customer Snapshot Reports

11. StarbucksConfidential – INTERNAL USE ONLY 11
Customer Considerations
Top Strengths Top areas for
Improvement
Suggestions for
next Steps
Time Lines
Speed of service Language barrier Being at airport,
clientele comprises of
English and non-English
speaking customers.
Pictures of drinks on the
menu should be there
for better
understanding for the
customers.
21-DEC-2013
Effective &
consistent
customer
connection
Store Location There is no directional
signage or any standee,
Need to seek marketing
support for awareness
of the store’s location.
21-DEC-2013
Additional Notes:

12. Starbucks Problem Solving Method
• Share with panel Problem SolvingWorksheet
• Store Plan of ActionWorksheet
• Plan to test a countermeasure
• DM Detailed StoreVisit findings
StarbucksConfidential – INTERNAL USE ONLY 12

13. ©2012 Starbucks Corporation. For internal use only. All rights reserved.
Starbucks Problem Solving Method
Plan Do Check Adjust Worksheet Partners
Store
T3 INTERNATIONAL
Date/Time
GRASP THE SITUATION 6. PLAN (Plan to test your selected countermeasures)
1 Identify the Problem (the difference between where we are and where we want
to be)
Action Items Who is on
point
Target Date
Customers are not able to explain their drink due to language barrier & partners not
able to understand
Use of basis words from other
languages to be used on floor after the
class of foreign language
MOD/SM 25/11/13
2 Observe and measure the Current State (Go See, collect the facts)
Customers are not able to explain their drink to the partner due to the language
3 Set a Goal (a measureable target of what should or needs to be happening) 7. DO (Test your countermeasure)
Customer should able to communicate their drinks with the partners 8. CHECK (Check the results of your test)
Measurement (quality, friendliness,
speed, partner engagement,
business)
Current
Based on
observation
and facts
Future
After making
changes
4 Write a Problem Statement (a clear, concise description of the gap) Example:
__is at __ versus a goal of __
Due to language barrier, proper communication is lacking
5 Analyze the Gap (why, why not, what) *may need to use separate page
Why-: Proper connection & communication
Why not-: Due to partners not knowing other
languages except English.
What-:Maximum number of partners participating
when foreign language class is conducted by the GMR

14. Business Acumen
ADT ADS AT Scraping
April- 588 116962 221
May-561 109607 215
June-547 122042 228
July-480 99071 207 8%
Aug-534 115137 215 4%
Sep-531 118318 223 5%
Oct-504 117005 232 6%
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15. Business Acumen
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Top Strengths Top areas for
Improvement
Suggestions for
next Steps
Time Lines
Implementation
of Foreign
Currency
Decrease in ADT Active sampling
should be done at
the time of flight
pre-departures.
50Venti Glasses &
expected the hike of
ADT of 3%.
25-DEC-2013
Low food mark out
Additional Notes:

16. Starbucks Problem Solving Method
• Share with panel Problem SolvingWorksheet
• Store Plan of ActionWorksheet
• Plan to test a countermeasure
• DM Detailed StoreVisit findings
StarbucksConfidential – INTERNAL USE ONLY 16

17. Starbucks Problem Solving Method
Plan Do Check Adjust Worksheet
Partners
Store
T3 international
Date/Time
GRASP THE SITUATION 6. PLAN (Plan to test your selected countermeasures)
1 Identify the Problem (the difference between where we are and where we want to
be)
Action Items Who is on point Target Date
Frequent drop down in ADT. Suggestive selling of food & merchandise MOD Ongoing
Active sampling MOD Ongoing
2 Observe and measure the Current State (Go See, collect the facts) Follow up with mall about openings of major traffic
generators.
S.M 25th
Dec’13
Drop in ADT due to regular sampling was not done during the shifts
3 Set a Goal (a measureable target of what should or needs to be happening) 7. DO (Test your countermeasure)
Continuous sampling and consistent customer connection all the times in
order to have more ADT.
8. CHECK (Check the results of your test)
Measurement (quality, friendliness,
speed, partner engagement, business)
Current
Based on observation
and facts
Future
After making changes
4 Write a Problem Statement (a clear, concise description of the gap) Example: __is
at __ versus a goal of __
ADT actual 504 V/S a target of 556.
5 Analyze the Gap (why, why not, what) *may need to use separate page
Why-: To achieve our targets in order to generate good revenue.
Why not-: Inconsistent sampling leads to decrease in ADT
What-: suggestive selling & active sampling. Doing 50 Venti Glasses & expected
Targeted a hike of 3%.

18. Summary of Action Plan
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Top Priorities Action Steps and Agreement
(SMART Goals : Specific,
Measurable, Achievable, Realistic,
Time-bound)
Led By Due
Dat
e
Check &
Adjust
Notes
To brief team on
Clarity of Sliding
Positions
Preparing deployment and
communicating the primary and slide
positions to partners by MOD during
each briefing
Arpan
25-
Dec-
13
To increase in
ADT
1. Active & consistent
sampling.(Doing 50Venti
Glasses per day & expected a
target of hike of 3% in ADT.
2. Deploy one partner to take a walk
thru of five minutes in canon
area to present our brand in the
Airport.
Arpan 23-
Dec-
2013
Language as a
barrier
Active participation of the partners
when there is a foreign language
Arpan 25-
Dec-

19. Questions
and Answers