Starbuck Case Study

• Describe Howard's journey of being the president of Starbucks

  • Employed Servant Leadership
• How would Howard describe Servant Leadership

  • 3 responsibilities
  • To help people grow
  • To help people become better professionals
  • To help people achieve their goals
  • If you do these, the people in the organization will want to help the organization
  • Serving first before being served
• How do you balance all the good qualities of a leader (who focuses on their team) while making a profit

  • No conflict between making a profit and serving your people
  • Build your company with your people not on the backs of your people
  • Grow the people, the people grow the organization, the organization grows the business
  • However, this does not secure profits but sets a foundation
• What are some qualities you look for in a leader

  • Empathy
  • Love - love your people
  • Caring - even if it costs you time or money when you are helping people
• How has your leadership style changed as generations have changed

  • He doesn't categorize by generations
  • Humans are humans - they have certain basic needs, treated with with respect and dignity
• Motivation of employees - How much does pay really motivate

  • Pay has to be reasonable
  • But it is more important to treat them with respect, dignity, care
  • Other things are also important such as how a team works together, goals
  • Purpose that ties us all together
  • Are we making a difference in the world
• Person who sweeps the floor should choose the room – employee autonomy

  • First thing you want to do with a new person is to talk about the organization, greater purposes and what role they play in the organization and how they can make a contribution – and they get out of their way
• Which countries were difficult to break into with Starbucks due to their market

  • Australia
  • Australia had a different business culture
  • Focuses more on franchising
  • Starbucks did not franchise
  • Important to response to the local market
• Tim Hortons as a competitor

  • Somewhat a competitor - because they sell coffee
  • But TH is more of a food organization - more restaurant oriented as they make food
  • Starbuck's primary focus is coffee
• How does Starbucks recognize their employees for their service

  • recognition programs, partner of the month program
  • But more focus on treating them with kindness, caring - thats the best recognition program - you matter
• Challenges of Servant Leadership

  • Everyone comes with their own experiences
  • Not everyone will understand how servant leadership works - must explain and hold people accountable