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⚠ HW3 - Work Process Direct Observation

Our group chose to examine the work processes of Starbucks. As most Starbucks locations are fairly generic, we didn’t all use the same location. Regardless, most of our observations were fairly consistent.

One of the most salient features of Starbucks in our observations is that cleaning of the station is essentially constant. Whenever someone isn’t directly making a beverag or prepping, they’d pull out a rag and wipe down a counter, or clean the coffee machines or blenders. This leads to a very clean environment at all times, which is important, as most Starbucks stores have an open prep area.

Also noted was the presence of a front lead- one person whose job it is to perform nearly all interaction with the customer and then to delegate appropriate authority to the rest of the employees. This, we surmise, is to make the transaction as easy as possible for the customer, as well as to streamline the process.

Another feature is the flexibility that the employees showed. Even during a 15-minute observation session, most of the employees switched roles around completely, and performed most tasks involved with production at least once. With a large volume of orders, an employee who may have been doing prep work or working the second register may instead move over to the coffee machines, or to the cold beverage stations, and then move back when the load decreased.

However, this freeform system is not failproof. As John’s observations show, sometimes mistakes happen under a heavy order load. Drinks get forgotten, and things get a bit full and slightly more confusing. This isn’t necessarily indicative of a systems failure, as it could be a problem with the staff on hand (the rest of the observers noticed a very chatty and friendly staff- perhaps this isn’t the best crew?), but there are some definite points where things could be tuned and shored up.

Common Observations

  • Flexibility of crew- switch duties frequently based on work load
  • Constant cleaning
  • Streamlined ordering process with plenty of opportunity for feedback w/ customer.
  • Friendly
  • Process of drink making supported by prep work- premeasured mixes.

Starbucks UVillage, 8:25pm 4/6/06 (Patrick Davis)

  • No line, two registers, 1 barista, cleaning
  • When there is a line, crew member gets orders before one reaches the register
  • Two barista stations
  • Menus readily viewable, new special items in bright chalk
  • Barista announces drink, no backup.
  • Employees kept busy
  • Employee not always standing at the register
  • Food well displayed along the line
  • Register touch screen
  • At least 6 employees
  • Talk directly with barista as drink is being made
  • Barista seems to switch at random intervals

Starbucks, 42nd and University, 3:00pm 4/10/06 (Peter Woodman)

  • One crew member stationed at register, taking orders
  • delegates tasks to additional crew members behind register for hot/cold drinks by writing on cups and placing in a queue.
  • During busier stretches, there are two crew members working the coffee machine
  • All drink additives are in premeasured squeeze bottles- prepped at the beginning of the day.
  • During spare moments, employees kept busy- cleaning counters, machines, cups, work surfaces, etc.
  • Went into the back semi-frequently.

15 minute Observation on 42nd and University starting at 12:00 P.M (David Chon)

  • Has about 4 ~ 5 staff members.
  • asks how I’m doing (friendly greeting)
  • asks what I would like to order
  • When taking order, writes down letters that represent the drink I ordered on the cup, ex. CM for caramel macchiato.
  • Sometimes asks questions to the customers to clarify what they ordered.
  • Usually staff is divided into cahiers and baristas but sometimes cashiers share the work load of baristas and vice versa. Also, sometimes any member of the staff stocks miscellaneous goods such as straws, cups, and napkins, when there are few customers waiting in line.
  • When the drink is ready, the barista shouts out what type of drink it is so that the customers know their drink is ready.
  • Always trying to look/sound positive.
  • Staff who works behind the counter sometimes chat (or even sings!) with colleagues while doing work.
  • The process of making drinks is visually accessible to the customers the whole time so that they know they will get a quality cup of coffee.
  • Frequent cleaning process.

Starbucks, U Village 3:00pm 4/7/2006 (Jeff Stein)

  • Short wait in line
  • Small talk with cashier
  • Didn’t have label system seen at other starbucks for orders.
  • No interaction with the person making my drink. I hope they wrote all of that down correctly.
  • Register doesn’t allow tips (unless specified by word) for credit purchases because no need for signature
  • Some people didn’t know what they wanted while in line. Didn’t seem to bother the cashier.
  • Person cleaning tables and area around the sugar/cream
  • Drink announced by name or drink title depending on person.
  • 5 staff alternating tasks.
  • Manager in back office, saw briefly.

Starbucks, 42nd and University, 8:50am 4/9/06 (John Wulff)

  • Busy this time of day
  • Business picks up significantly around 8:10am, probably people on their way to 8:30am classes.
  • Baristas take entire line’s drink orders, when customers arrive at cashier they re-state their order.
  • Cashier asks if customer would like reciept, register prints reciept regardless.
  • The logical place for customers to stand while waiting for their order is too small for more than a few patrons.
  • Customers waiting for their drinks awkwardly shuffle amongst one another, occasionally “hugging the wall” to let people transit to and from the back of the store.
  • Baristas are very inconsistent in how they announce drinks. Sometimes they are loud, other times barely heard.
  • One drink has been on the bar for several minutes, the barista has repeated it several times. Eventually they ask if I’d like to have it, “sure why not.”
  • Employees mostly do not talk with eachother.
  • Employees don’t seem to recognize any of the customers.