星巴克STARBUCKS.docx

GROUP FOUR GAINTS REPORT ON ORGANIZATIONAL COMMUNICATIONAT STARBUCKSPrepared byNameID NumberSections Of Report CompletedLi Bingqian& Mia 201448063Executive Summary & IntroductionChen Qiannan& Fiona201448078Organizational Culture & Organization StructureChen Yiqing& Cassiel201448062Organization Structure &Organizational CommunicationYang Jiaqi& Sunshine201448067Title Page & Table Of Contents & RecommendationsPrepared forSteve Dickens, NMITDate presented - 26 October 20151TABLE OF CONTENTSExecutive Summary 31. Introduction 42. REPORT ON ORGANIZATIONAL COMMUNICATION AT STARBUCKS 52.1 Organizational Culture2.1.1 Organizational Vision & Mission Statement2.1.2 Organizational Values & Beliefs2.1.3 Organizational Practices & Employee Behaviour2.2 Organizational Structure 62.2.1 Structure of the Organizational2.2.2 Staff Demographics2.2.3 Stakeholders2.3 Organizational Communication 72.3.1 Internal & External Communication2.3.2 Formal & Informal Communication2.3.3 Use of New Technologies3. Conclusions 83.1 Communication Climate - Strengths3.2 Communication Climate - Weaknesses4. Recommendations 9Appendix 1 Team meeting Records 10Appendix 2 Self & Peer Evaluations 112Executive SummaryIf you love coffee, you cant be strange to Starbucks, a leading global coffee retailer that originates from Seattle, the United States, with some 9000 coffee houses around the globe. It came to China in 2000, and now its stores can be found in corners of many Chinese cities. Starbucks has become the third place between home and work, an extension many peoples lives. Our group made a report to let everyone to understand the unique of STARBUCKSThis research is divide into four parts. The first part is introduction, next is body, this part is introduce specifically then to conclude and recommend.We know that Starbucks strength is meticulous and thoughtful customer service. SO it can good communication with customers. But everything has two sides. Because of Starbucks stores too much, it is difficult to communicate with the higher and the lower. The efficiency of the organization structure is not enough. Through identifying and analyzing the strengths and weaknesses in order to improve development.Starbucks is successful as a great Cafe houses, but some problems need to solve, after that they can develop better in China.IntroductionMr. Steve Dickens, an English teacher in NMIT. Commissioned this report On Friday 23th October, 2015. It is due on Friday 26th October, 2015. So our group decided to investigate STARBUCKS. Through introducing STARBUCKSs Culture, Structure and Communication, we got some information about this organization. As we know organization structure and organization culture affect organization communication. Organizational culture including values and mission statement. Values and mission statement are to determine the organization communication whether to keep the consistency and enthusiasm.Organization usually has two kinds of structures: Top- Down structures and Flat organization structures. That every organization has its own structure. There is no doubt that organization structure affect the organization communication. A good organizational structure to improve communication climate to ensure with the same levels and between different levels of employee communication barrier-freeOrganizational communication and organizational structure and organizational culture are inseparable, so we can know Organization communication situation through investigation organization structure and organization cultureAbout communication at STARBUCKS, on the one hand, they are good to communicate with customers and meet the needs of customers. On the other hand, because of there are too many Starbucks stores in China it is difficult to carry on the effective exchange between the upper and lower staff and efficient management. In general, Starbucks is not only a company to create a new experience for customers, but also attaches great importance to the employees emotional and employee value. 42. REPORT ON ORGANIZATIONAL COMMUNICATION AT STARBUCKS2.1 Organizational Culture2.1.1 Organizational Vision Mission StatementLet Starbucks become the worlds leading supplier of high quality coffee, in the continuous development of the same time, adhere to their own beliefs and principles. Its ultimate goal is to open 25000 chain stores around the world, like McDonalds fast food restaurants. In the recent two Starbucks is less than 2000 meters apart in Xiasha. I think they are closer to their goal.2.1.2 Organizational Values & BeliefsStarbucks has been committed to providing the highest quality coffee and services, creating a unique Starbucks experience, so that the worlds Starbucks coffee shop to become people in addition to the workplace and living outside the comfort of third living space. Starbucks store decoration style uniform, design personality, we have just entered the store to hear the beautiful music melody, smell the air filled with the coffee, experience the quality of employees in the service of Starbucks, can always get a unique experience.2.1.3 Organizational Practices & Employee BehaviourStarbuckss products are not just coffee, coffee is just a carrier. And it is through the coffee of this carrier, Starbucks to send a unique style to the customer. Starbuckss employees are deeply influenced by Starbuckss organizational culture to form a good interactive. Cultural communication is the need to create a culture of the coffee shop to infect customers. As a member of Starbucks, they can always know my preferences and habits. They can communicate with me like friends.2.2 Organizational Structure2.2.1 Structure of the OrganizationalEach Starbucks store, there is four levels for a TOP-DOWN HEIRARCHY. They are Store Manager，Assistant Manager， Shift Supervisors and Baristas. 2.2.2 Staff DemographicsStarbucks which we interviewed have about 10 employees, composed of 70% of women and 30% of men. Their staffs aged 18 to 25 years old. They hired many young workers. The Starbucks store manager said, Starbucks is the main force of the post-1990s generation, we interviewed Starbucks store manager said, these young people seem to adapt to the faster, they are more courage to performance, strong learning ability.2.2.3 StakeholdersThere are many links between internal stakeholders and external stakeholders. Both owners, managers, staffs can get their salary, also it affects the external stakeholders, for example, customers can enjoy high quality coffee here, government can get tax from Starbucks, also it is a good way to develop the economy in Xiasha.62.3 ORGANIZATIONCOMMUNICATION2.3.1 Internal & External CommunicationSTARBUCKS have a good internal and external communication, although different stores maybe is different. For internal communication, store manager communicates with staff frequently and friendly. Director maybe communicates with store managers not enough. In external communication. Starbucks try to make customer become the regular customers. In the customers sipping coffee at the same time to carry on the warm interaction, truly and sincerely for the sake of customers. When we go to STARBUCKS to do investigation, the employees also provide us with a snack, very friendly2.3.2 Formal & Informal CommunicationIn STARBUCKS, they have two kinds of communication. In formal settings, they communicate with staff by e-mail and report. They use these ways to summarize working, problems and any advantage and disadvantage during the period of work. And in informal situations. Their communication is not very strict. They communicate with each other face to face. In the relaxing environment, employees can better express their real ideas.2.3.3 Use of New Technologies With the developing of technologies, people can use different ways to communicate with others nowadays. In STARBUCKS store, most of the staffs in the use of QQ and WeChat to chatting with their workmates or friends, and rest of them like to call their friends instead of chat online if its needed. So people have a variety of ways of communication now.73. CONCLUSIONS3.1 Communication Climate - StrengthsIn fact, we can see a lot of advantages about communication climate by chatting with manage. Working in STARBUCKS, staffs communicate very fluently. If they have free time, they will often community activities to promote communication. Public BBS will be held on a regular basis. In this BBS, each partner can question and get answers to senior executives. This honest communication build the company harmonious atmosphere. Sometimes, store manager communicate with staffs face to face in informal situation is really important and necessary. That can find faults in time, improve work quality and efficiency, and makes a friendly and trusty working atmosphere. 3.2 Communication Climate - Weaknesses But it is a pity that we also find some disadvantage about their communication. As a leading global coffee retailer, there are too many stores so that the efficiency of the organization structure is not enough. And each stores are independent. They have a good communication during a store, but store managers not frequently communication with each other. Sometime, we can see theres a shop has a very good business, and no other. Of course, each store has its own characteristics. And store manager also has different idea for business. But if they have communication with each other would be better.84.RECOMMENDATIONSAccording to this problem, we try