ASSIGNMENT 1 FRONT SHEET

Qualification BTEC Level 4 HND Diploma in Business

Unit number and

Unit 3: Human resource management
title

Date Received 1st

Submission date June 12th 2020
submission

Date Received 2nd

Re-submission Date
submission

Student names & codes Final scores Signatures

1. Huỳnh Thị Hà Như –

GBD191176

2. Trần Minh Thịnh –

GBS190680
Group number:
3. Nguyễn Tú Anh –
GBS190492

4. Nguyễn Anh Đạt –

GBS18511

5. Mã Mỹ Tiên – GBS18250

Nguyễn Thị Ngọc

Class GBS0805 Assessor name
Quỳnh

Student declaration
I certify that the assignment submission is entirely my own work and I fully
understand the consequences of plagiarism. I understand that making a false
declaration is a form of malpractice.

P1 P2 P3 P4 M1 M2 M3 D1 D2
OBSERVATION RECORD

Student 1 Huỳnh Thị Hà Như – GBD 191176

Description of activity undertaken

 An introduction to the chosen organization including mission statement, purpose and core
business objectives (P)
 Highlighting the HR roles in acquiring talent to meet the business objectives (M1)
 Performance management & apply in Starbuck company (P)

Assessment & grading criteria

How the activity meets the requirements of the criteria

Student
Date:
signature:

Assessor
Date:
signature:
Assessor
name:

Student 2 Nguyễn Anh Đạt – GBS18511

Description of activity undertaken

 Definition of HRM, an explanation of the purpose of the HR function and the key roles and
responsibilities of the HR Manager. (P)
 Reward management & applied in Starbuck company. (P)

Assessment & grading criteria

How the activity meets the requirements of the criteria

Student
Date:
signature:
Assessor
Date:
signature:

Assessor
name:

Student 3 6. Mã Mỹ Tiên – GBS18250

Description of activity undertaken

 Workforce planning (P).

 Evaluate the effectiveness of these HRM practices on organizational performance through
employee characteristics such as engagement, commitment, motivation and skill and the like
and in term of raising organizational profit and productivity (P).

Assessment & grading criteria

How the activity meets the requirements of the criteria

Student
Date:
signature:

Assessor
Date:
signature:

Assessor
name:

Student 4 7. Trần Minh Thịnh – GBS190680

Description of activity undertaken

 Power point
 Recruition and selection & apply in Starbuck company (P).

Assessment & grading criteria

How the activity meets the requirements of the criteria

Student
Date:
signature:

Assessor
Date:
signature:

Assessor
name:

Student 5 8. Nguyễn Tú Anh – GBS190492

Description of activity undertaken

 Training and Developing & apply in Starbuck company (P).

Assessment & grading criteria

How the activity meets the requirements of the criteria

Student
Date:
signature:

Assessor
Date:
signature:

Assessor
name:
 Summative Feedback:  Resubmission Feedback:

Grade: Assessor Signature: Date:

Internal Verifier’s Comments:

Signature & Date:

 STARBUCKS COFFEE COMPANY

I: INTRODUCTION

Starbucks coffee company is the multinational coffee chain and roastery reserves headquartered in
Settle, Washington, America. Nowadays, it is operated in more than 77 countries with 30000 retailer
store (Starbucks Company Profile, 2020).

1. Mision:

“To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.”
(Starbucks Company Profile, 2020).

2. Vision
“To establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining
our uncompromising principles while we grow.” (Starbucks Mission Statement 2020 | Starbucks
Mission & Vision Analysis, 2019).
3. Core value
Starbucks is established and operated based on the core value that:

“Creating a culture of warmth and belonging, where everyone is welcome.

Acting with courage, challenging the status quo and finding new ways to grow our company and
each other.

Being present, connecting with transparency, dignity and respect.

Delivering our very best in all we do, holding ourselves accountable for results.” (Mission Statement,
2020).

II: THEORY OF HUMAN RESOURCE MANAGEMENT

1. Definition of Human Resource Managemnet (HRM)

Human Resource Management (HRM) is the function within an organization that focuses on the
recruitment of, management of, and providing direction and guidance for the people who work in
an organization. As you can imagine, all of the processes and programs that are touched by people
are part of the HR kingdom. ( Susan M. HEATHFIELD, March 29, 2020 )

That is the way, measures and methods of an organization impacting on the relationships of
workers and employees' collective with the physical factors of nature in order to create a smooth
operation of a certain organizations to exploit all great human potentials in the process of creating
material and spiritual wealth for human beings and for social progress.

HRM is an important step, with a central position in establishing, maintaining and developing
businesses, finding and applying the best methods to contribute to the organization's goals through
the development of promote human talents. Creating opportunities to protect and develop human
resources of enterprises.

Applied to STARBUCKS

As the world well-known company STARBUCKS which have their amazing individual HRM in their
theory. With the development of society, the individual HRM theory has been bring a lot of benefit
for company development.

“We offer some of the finest coffees in the world, grown, prepared and served by the finest people.
Our employees, who we call partners, are at the heart of the Starbucks Experience.”(Starbucks
Company Profile, 2020)

“We believe in treating our partners with respect and dignity. We are proud to offer several
landmark programs for our partners, including comprehensive health coverage for eligible full- and
part-time partners, access to full college tuition coverage through the Starbucks College
Achievement Plan, and equity in the company through Bean Stock.”(Starbucks Company Profile,
2020)
2. The purpose of HR function :

The purpose of HRM that have provided for bussiness an effective workforce . To achieve this
purpose , the management should know about the way of recruitment , development , evaluation,
and maitain their employees .An efficiently run human resources department can provide your
organization with structure and the ability to meet business needs through managing your
company's most valuable resources – its employees. “There are several HR disciplines, but HR
practitioners in each discipline may perform more than one of the more than six essential functions.
In small businesses without a dedicated HR department, it's possible to achieve the same level of
efficiency and workforce management through outsourcing HR functions or joining a professional
employer organization.”(Ruth Mayhew , 2018 )

3. The key role of HR Manager :

The key role of an HR manager is to obtain, manage and develop effective employees who can
help the company meet its long-term goals. In addition to handling workforce planning and
onboarding, HR managers work to quickly resolve workplace conflicts that can create a hostile
work environment, lower productivity and decrease employee morale. This role requires not only
understanding the processes of acquiring, developing and managing workers but also
understanding the legal concepts which apply to these processes. When effective, HR managers
help a business to reduce its turnover, improve worker attendance and avoid legal issues, all of
which help the company save money . ( Ashley Donohoe , 2018 )

4. Responsibilities of HR Manager :

Human resource managers are responsible for ensuring that overall management, coordination
and evaluation of human resource plans and programs are implemented. Therefore, their
necessary work responsibilities include:

 Develop and manage human resource plans and procedures related to company
employees.
 Planning, organizing and controlling the activities and actions of the human resources
department.
 Contribute to the development of long-term goals, short-term goals and system of human
resources department.
“At Starbucks, we have always believed in the importance of building a great, enduring company
that strikes a balance between profitability and a social conscience”.( Starbucks Company Profile,
2020)

5. The significance that HR plays in acquiring talent to meet business objectives (M1)

Talent acquisition is a deep part of HRM. Generally, HR contributes a significant role in shaping
the talent acquirement include identifying and acquiring people with the right skill in the right
position and aligning with the company’s culture.

Actually, people often confuse between recruitment and acquirement, however, talent acquirement
is appraised by CEO or HR heads as the most critical and long-term strategy to approach the
business objectives. Although recruitment and acquirement play the same goal that both are seen
as placing people into open positions, in fact, the two distinguish massive roles. While recruitment
addresses a company’s short-term need, acquirement is demanded organization’s long-term goal
that whether that skilled person could fit the company’s cuture and plays an important roles for the
firm’s future success (Sarah, 2018).

The benefit impact of acquiring talent can be shown bellows:

 Talent Acquisition Strategy Impacts Future Success

Talent people are a vital asset to any business. With the right resources set at the crucial function,
it can maximize the upwards growth of a business. As a result, building a pertinent talent acquisition
strategy not only helps company propers, but it also secures the business’s future plans (Sinha,
2020).

 Talent Acquisition Saves Time and Money

In fact, recruitment is extremely costly and time-consuming. With regard to the study of the Center
for American Progress (CAP), the average cost of replacing an employee is approximately 20% of
their annual income. This cost comes from advertisements, job portals, and headhunters. Moreover,
it is impossible to find the appropriate candidate in just only one ore two days by application and
interview process. These issues will dramatically affect not only the budgets’s and time’s company,
but these might also directly impact the general performance of a business. Therefore, a talent
acquisition strategy is necessary for a business (Sinha, 2020).
In the given context, nowadays, much large companies prefer to applying for their management
trainee program in Talent acquisition strategy in order to identify exactly who candidate suitable with
their company’s vision such as Unilever Future Leaders Programme, Nike Manufacturing Talent
Development Program, Nestlé Management Trainee Program,…

 Talent Acquisition Provides Competitive Advantage

Without a skilled and experienced workforce to contribute to the business functions, driving business
to meet objectives seems to be the impossible thing. The inefficient operation, then, can impact the
overall productivity, customer satisfaction, and, finally, affects revenue flow. As a result, a futuristic
acquisition strategy can provide the available pool of talent for ensuring the operation practices
smoothly (Sinha, 2020).

 Talent Acquisition Goes Beyond the Active / Available Candidate

According to Anshuman Sinha, Talent Acquisition brings abundant advantages for company. Details,
it ultimately exploits the potential ability of the passive candidate. Some might not realize their ability
or they just keep neutral towards an open position when contacted for the first time. Yet, these same
candidates are willing to make the best as they can if the better role is presented to them (Sinha,
2020).

III: DESCRIPTION ABOUT EACH ELEMENT OF HUMAN RESOURCE MANAGEMENT

1. Workforce planning:
1.1 Definition

The following definition of workplace planning was produced by the CIPD (2010a: 4): ‘Workforce
planning is a core process of human resource management that is shaped by the organizational
strategy and ensures the right number of people with the right skills, in the right place at the right
time to deliver short- and long-term organizational objectives.’

Goal STARBUCKS:

The goal of the business is the further development of mission definition and what it wants to look
for over its long-term operations. The mission of a business must ultimately be turned into specific
and achievable goals.

For example:
The main target market for Starbucks is men and women from 25 to 40 years old. They account
for nearly half (49%) of the total businesses. Starbucks' appeal to this consumer age group is
through modern design, matching advertising and decoration, and working to keep its products
current as status symbols. Clients tend to be urban people with relatively high incomes,
professional careers and social welfare focus. This target audience grows at a rate of 3 percent
annually.

1.2 Benefit

Goal STARBUCKS:

The goal of the business is the further development of mission definition and what it wants to look
for over its long-term operations. The mission of a business must ultimately be turned into specific
and achievable goals.

For example:

The main target market for Starbucks is men and women from 25 to 40 years old. They account
for nearly half (49%) of the total businesses. Starbucks' appeal to this consumer age group is
through modern design, matching advertising and decoration, and working to keep its products
current as status symbols. Clients tend to be urban people with relatively high incomes,
professional careers and social welfare focus. This target audience grows at a rate of 3 percent
annually.

Policy STARBUCKS :

Policy : Policies are guidelines, methods, procedures, laws, specific forms and administrative tasks
that are set up to support and promote work toward the objectives.

For Example: STARBUCKS

Expand its stores in the US and internationally; either by opening company operated store
locations or franchising/licensing store location.

Designing stores that convey Starbuck’s image, brand and character which includes the use of
local materials and craftsmanship

Expand product offerings beyond its retail stores and enter new market segments
Culture STARBUCKS:

Culture : also includes the organization’s vision, values, norms, systems, symbols, language,
assumptions, beliefs, and habits (Needle, 2004).

For example: STARBUCKS

- It created an environment of inclusion and nondiscrimination

- Transparency, respect and integrity are also important focus areas which is because ethics are
at the top of everything

- From sourcing to human resources, marketing and customer service, ethics are an important
focus for the brand in every area.

Succession plan of STARBUCKS:

Succession plan: is a strategy for passing on leadership roles—often the ownership of a

company—to an employee or group of employees.( Investopedia.com)

Skill inventories STARBUCKS:

Skill inventory: A skills inventory summarizes the skills, education, and experiences of current
employees. Depending on the size and complexity of a business, the process for preparing a
skills inventory will vary. (Managementisajourney.com)

For example:

Employee turnover rate STARBUCKS:

Employee turnover rate: is one of the most important HR metrics. In this blog post, you will learn
everything you need to know about employee turnover rate

For example:

Starbucks has a relatively high turnover rate of 65 percent for full-time employees.

The average turnover rate in the industry ranges between 150-400 percent.

Starbucks keeps long-term retention in mind from day one of the hiring process:

+ Employees report positive

+ Welcoming interview experiences

+They enjoy a relaxed dress code on the job

+They get to participate in the Starbucks Partners program by sharing their days on the job on
the company’s Snapchat.

PESTLE of STARBUCKS:

PESTLE: is a mnemonic which in its expanded form denotes P for Political, E for Economic, S for
Social, T for Technological, L for Legal and E for Environmental. It gives a bird’s eye view of the
whole environment from many different angles that one wants to check and keep a track of while
contemplating on a certain idea/plan.

1.3 Internal factors in workforce planning

Political Factors on Starbucks

+ The main political factor is about sourcing the raw materials.

+ The legal pressure in the U.S. housing market is also a factor. U.S.-based multinational
companies are now under a closer oversight of their business processes. The company must
monitor the political stability in the country as well.

+ Some other factors to consider are:

Tax policy

Employment laws

1.4 External factors in workforce planning

Economic Factors on Starbucks

+ The ongoing global economic downturn is the main external economic driver of Starbucks, a
factor that reduces Starbucks profits.

+ The company must deal with the increase in labor and operating costs.

+ The environment of inflation and falling profits are causing a lot of stress.
Some other economic factors that can affect Starbucks are:

*Local exchange rates

*Local economic environment in different markets
*Tax rates

Socio-Cultural Factors on Starbucks

+ As already stated, Starbucks can offer cheaper products but it might have to sacrifice the quality.

+ It will expand consumer base to include the buyers from the lower and the middle-income tiers.

+ The “green” and “ethical chic” consumers are also concerning. They fret about social and
environmental costs of the brands. Starbucks has to be aware of this trend.

+ Other socio-cultural factors to focus on are:

* Changing family patterns in USA and Europe

* Consumer preferences

* Changing work patterns

* Changes in lifestyles of population

* The level of education of the population in local markets

* Changing values among population

Technological Factors on Starbucks

+ Starbucks is in a good position to enjoy the benefits of the emerging mobile wave. Their
partnership with Apple to bring app-based coupons is helping the company overcome mobile wave
easily.

+ The company has introduced Wi-Fi capabilities in its stores. Internet is very important for
consumers. Now they can surf and work while sipping Starbucks coffee.

+ Starbucks also allows mobile payments. They are testing this at pilot sites in the US.

+ Some other technological factors to keep in mind are:

* Emergence of innovative technology

* Biotechnological developments

* Developments in agriculture

Environmental Factors on Starbucks

+ Some of the other environmental factors Starbucks should worry about are:

* Environmental rules and regulations

* Environmental disasters in countries which produce coffee beans

* Global warming and other environmental issues in a global level

Legal Factors on Starbucks

+ It should also be wary of the introduction of policies and regulations regarding caffeine production
and consumption by health authorities.

+ Others factors that might affect the company are:

* Introduction of stricter customs and trade regulations

* Licensing regulations related to the industry.

When you become an official Starbucks employee, you will receive many special benefits that
Starbucks brings:
- At Starbucks, even part-time employees (in the US) always have the opportunity to receive
shares. and corporate insurance. Starbucks invests in employee skills training courses, including
blending courses and even courses that can be exchanged for credits at US universities
- Building a multi-workplace environment form with multi-lingual, ethnic staff
- Listen to the opinions of employees and encourage people to raise opinions and influence the
company more

2. Recruitment and Selection:

2.1 Definition
Recruitment refers to the process of attracting, screening, selecting and putting up a qualified
person for a job.

The stages of the hiring process include: job analysis and the development of human
specifications; sourcing candidates by networking, advertising or other search methods; combine
candidates with job requirements and screen individuals using testing (skill or personality
evaluation); evaluate candidates Motivation and their suitability with organizational requirements
by interviews and other evaluation techniques.

During the hiring process, job analysis is used to collect information about important job-related
aspects of a job. Results of job analysis in job description (basic tasks performed in the job, tasks
and responsibilities) and job specifications (knowledge, skills, abilities and personal characteristics
needed to perform those tasks). Once conducted, a job analysis can provide data for human
resource activities.

There are two types of recruitment: internal and external. In internal recruitment, we recruit people
who have worked in the company, while outside employment, we recruit people from outside the
company.

Once the hiring process has created qualified candidates, the selection process is used to
determine which candidates have the best opportunity to perform a job well. The selection process
includes: 1) application form and continuation 2) references and background checks 3) selection
tests 4) interviews(make good coffee,2013).

2.2 Recruitment methods

 Internal method

Internal recruitment, for example, can be done through promotions or transfers. The company may also
decide to allow current employees to move from temporary or part-time positions to permanent or full-time
positions.

This hiring method is cost-effective and can boost employee morale. At the same time, it helps you retain
top talent and reduce employee turnover. In addition, your employees will feel more motivated to work hard
and do their best.
The downside is that hiring from within the organization can limit the number of potential candidates. In
addition, you may miss out on new ideas and perspectives that external candidates may bring. Workplace
conflicts may also arise.

 External method

External recruitment eliminates these problems but is more costly and time consuming. As a business
owner, you'll need to train new employees, pay for background checks, sign up for job boards and continue
databases and post ads online or in local newspapers. Moreover, the selection process may not be effective
enough to help you identify the right person for the job.

Automated hiring, using artificial intelligence software to identify and screen candidates, is also not perfect.
Although you will save time and money, you can lose potential candidates that fit perfectly just because
their application is not properly formatted.

Tools that automatically scan a candidate's resume, cover letter or online application for specific keywords
and key phrases related to the job. If they do not find these words or phrases, candidates will be
automatically disqualified - not to mention that many job seekers have atypical work experience and may
still be a perfect fit for your business. Automatic recruiting software will remove their application from the
beginning.

Recruitment methods of Starbucks- Internal and External Internal Methods

Before receiving notice of a Starbucks interview, candidates must first submit personal information, work
history and references. After the employer has reviewed the information, the hiring manager notifies the
candidate for the interview round. Notice of a job interview can take up to two weeks. Typically, a Starbucks
store manager conducts the interview process. Higher positions with the company may require group or
board discussions to prove eligibility for the desired job.

The Starbucks interviewer asked the candidate a lot of questions. Questions range from corporate
knowledge to industry experience. Most questions serve as a way for the interviewer to assess the
character and work ethic of a future Starbucks collaborator. Applicants also undergo customer service
assessment.

Internal method:

The internal recruiting method used in Starbucks is posting job postings and promotions from
within, as well as career paths for managers.

Starbucks uses these internal recruiting methods:

 Intranet:
 Starbucks announces its recruitment through the website, which is accessible only to
employees and employees.
 Staff meetings
They often include managers and supervisors holding a meeting in which they choose the
right staff for the right internal work.
 Career Development
It is a method in which employees can be promoted to higher levels in the company. This
is usually the recommended method.

External method:

External recruitment methods that used in Starbucks are walk-ins, where people apply on their
own and also employee referrals, where current employees recommend possible job applicants.

Starbucks uses these external methods:

 Advertisement

Starbucks often posts advertisements in newspapers or posters in their stores to attract

candidates to sign up for the company.

 Internet
With the worldwide web, people around the world will be able to visit Starbucks' website
and find out if there are any vacancies.
 Sentence to the mouth
Because company employees can recommend vacancies available through readable
friends and colleagues to apply for this position.
 RSA (Royal Sun Alliance Insurance Company)
The Royal and Sun Alliance Group is an insurance company founded in 1996 in London,
England, United Kingdom, and remains their headquarters to this day. This is a joint venture
of the Royal Insurance and other Sun alliances. It is the leading British insurance company.

Job description and job specifications – applied to Starbucks

Here's what Starbucks Coffee Company looks like from its workers
What Starbucks looks for in Store Management (SMW)

Job description

 Contribute to store profits by looking for opportunities to increase sales, manage inventory
and control costs of goods and labor costs.
 Maintain daily, weekly and periodic financial statements.
 Ensure all cash handling and cash register functions are performed correctly and
consistently.
 Develop partners to demonstrate all Starbucks customer service standards, operating
standards and Star Skills.
 Address partners' complaints and concerns and provide ongoing performance feedback.
 Ensure all company policies, store standards and procedures are effectively communicated
to partners and maintained and followed consistently.

Job specifications

 Two or more years proving track records in multi-unit operations.

 The necessary supervision / management experience, preferably in a restaurant or retail
environment.
 Must be a self-directed and enthusiastic team builder with a passion for customer service.
 All selected candidates will go through the Retail Administrator Program provided by the
Company to provide the Starbucks experience for our partners and customers.

2.3 Selection methods:

The selection process varies from one organization to the next. In general, it is done through
interviews and tests - online, live or both.

For example, pre-employment testing, which allows HR managers to evaluate candidates' skills
and how they fit into the company. Compared to interviews and other selection methods, the tests
are more objective and reliable. In addition, they rely on quantifiable insights and help eliminate
bias.

However, this method has its drawbacks. First, it rarely shows the whole image. Second, the
candidate may be dishonest. Some tests can be vague, which affects the results. To determine
the best candidates, consider using pre-recruiting tests along with face-to-face interviews, group
interviews, collaborative recruitment and other selection methods.

No hiring method is perfect, so for each situation and target company the company has its own
way of evaluating employees in the right way.

3. Training and Development :

Definition :

Training : an organization’s planned effort to facilitate employees’ learning of job-related

competencies.

Development : formal education , job experiences , relationships , and assessment of personality

and abilities that help employees prepare for the future.

A review that places training and development in a broader context with other learning-related
interventions and practices such as informal learning and knowledge sharing. The chapter explains
factors that facilitate learning in organizations.(Raymond A., Alena D. M. Clarke, and Howard J.
Klein,2014)

Types of training : 5 types ( Smriti Chand , 2020 )

1. Introdution Training :

Also known as orientation training given for the new recruits in order to make them familiarize with
the internal environment of an organization. It helps the employees to understand the procedures,
code of conduct, policies existing in that organization.

In Starbucks , the Barista Basics Training Program provides the initial training for a newly hired
barista on essential skills and knowledge required to the barista role at Starbucks Coffee
Company. Through the use of simple and intuitive tools, skills are taught through one-to-one
delivery and on-the-job training. It is a highly effective learning experience for a new barista that
quickly enhances confidence and competence in delivering customer service.( Starbuck Learning
and Development , 2020 )

2. Job Instruction Training

This training provides an overview about the job and experienced trainers demonstrates the entire
job. Addition training is offered to employees after evaluating their performance if necessary.
Acorrding to Starbucks , this training provides an overview about the job and experienced trainers
demonstrates the entire job. Addition training is offered to employees after evaluating their
performance if necessary.

3. Vestibule Training

It is the training on actual work to be done by an employee but conducted away from the work
place.

4. Refresher training

This type of training is offered in order to incorporate the latest development in a particular field.
This training is imparted to upgrade the skills of employees. This training can also be used for
promoting an employee.

5 .Apprenticeship Training

Apprentice is a worker who spends a prescribed period of time under a supervisor.

Kirk Patrick Model :

1. Reaction
The objective for this level is straightforward, it evaluates how individuals react to the training
model by asking questions that establishes the trainees’ thoughts. Questions will figure out if the
participant enjoyed their experience and if they found the material in the program useful for their
work. This particular form of evaluation is typically referred to as a “smile sheet.”

As outlined by Kirkpatrick, each program needs to be assessed at this level to help improve the
model for future use. On top of that, the participants’ responses is essential for determining how
invested they will be in learning the next level. Even though an optimistic reaction does not ensure
learning, an unfavorable one definitely makes it less likely that the user will pay attention to the
training. ( September 6 , 2018 by Serkat Kurt )

2. Learning

Evaluating at this level is meant to gauge the level participants have developed in expertise,
knowledge, or mindset. Exploration at this level is far more challenging and time-consuming
compared to level one.

Techniques vary from informal to formal tests and self-assessment to team assessment. If at all
possible, individuals take the test or evaluation prior to the training (pre-test) and following training
(post-test) to figure out how much the participant comprehended.( September 6 , 2018 by Serkat
Kurt )

3. Transfer

This level analyzes the differences in the participant’s behavior at work after completing the
program. Assessing the change makes it possible to figure out if the knowledge, mindset, or skills
the program taught are being used the workplace.

For the majority of individuals this level offers the truest evaluation of a program’s usefulness.
Having said that, testing at this level is challenging since it is generally impossible to anticipate
when a person will start to properly utilize what they’ve learned from the program, making it more
difficult to determine when, how often, and exactly how to evaluate a participant post-assessment.(
September 6 , 2018 by Serkat Kurt )
 4. Result

Commonly regarded as the primary goal of the program, level four determines the overall success
of the training model by measuring factors such as lowered spending, higher returns on
investments, improved quality of products, less accidents in the workplace, more efficient
production times, and a higher quantity of sales.

From a business standpoint, the factors above are the main reason for the model, even so level
four results are not usually considered. Figuring out whether or not the results of the training
program can be linked to better finances is hard to accurately determine.( September 6 , 2018 by
Serkat Kurt )

Benefits of training and development :

Increased job satisfaction and morale among employees.

Increased employee motivation.

Increased efficiencies in processes, resulting in financial gain.

Increased capacity to adopt new technologies and methods.

Increased innovation in strategies and products.

Reduced employee turnover.

4. Performance Management:
4.1 Definition.
Performance Management is the corporate management tool that helps improve the performance
by establishing the individual and team goals and ensure the accomplishment can be aligned to the
strategic objectives of the organization, reviewing process, developing the skill, knowledge, and
abilities of people. There are 4 elements of Performance Management include agreement, feedback,
positive, reinforcement, and dialogue. All in all, Performance Management is the process of how an
organization sets the goals and drives the behaviors to reach achievement at the same time as
determined by the ineffective employees to adjusted immediately (Armstrong and Taylor, 2017).
4.2 Step and method to monitors employee performance.
Performance Management is the tool of management instead of evaluating the performance. By
monitoring and measuring the performance, managers can ensure its performance is kept on track
(Dejan, 2015).
 5 step to monitor employee performance:
 Defining KPIs

Assigning Defining tools

peolple and methods

Defining Making
resources activities plan

a. Defining Key Performance Indicators (KPIs):

KPIs are the most crucial element at the beginning of any performance management. They are the
visiable evident to measure the target can achieve or not. KPI, for example, are revenue ($), income
($), market share (%), number of new product on market, customer churn (%), employee flutuation
(%), employee satisfaction (index),… (Dejan, 2015).
b. Defining Tools and Methods for Monitoring, Measuring and Evaluation:
The next step is the determination of what to evaluate the information for analyzing. These tools are
dependent on each nature goal and KPIs (Dejan, 2015).
c. Defining Activities Plan:
Depending on the nature of the goal and KPIs that how often the manager can set a suitable
schedule for monitoring. The goals can be the monthly or quarterly measurement, whereas, others
could be daily monitoring (Dejan, 2015).
d. Defining Resources:
After identifying the tools and methods and establishing the activities plan, what managers need to
do for measuring and motoring is defining the resources include material, financial, and people
resources (Dejan, 2015).
e. Assigning People:
Finally, the managers have to determine exactly who they will monitor and measure (Dejan, 2015).
  12 methods to monitor employee performance:
The purpose of the Performance Appraisal method is documented and then evaluate the
performance of staff based on the official standard.

a. Rating Scale Method.

Rating Scale Method is the traditional performance appraisal that is numbered from 1 to 10 levels
on job performance categories such as attendance, attitude, performance, output, sincerity,
dependability, initiative, etc by their supervisors, peers, colleges, or even customers,.. depending on
the practical situation. This information will be gathered and calculated to the final result.
It is common and easy for every employee to enter the rating Scale Method without requiring high
skill and could be applied for the large workforce. However, its drawback of this method is inexact
because of the rater’s biasedness (Bajracharya, 2018).
b. Critical incident Method.
Generally, people can work perfectly in normal conditions. In such an unpredictable situation,
however, there are not all people can calm down and make an appropriate decision. The Critical
incident Method bear to test employees during this situation happens.
Based on the Critical incident Method, which records all effective behaviors and ineffective behaviors
of each employee, the HR managers, then, evaluate and score their behaviors.
Maintaining the monitor employee’s behaviors help provide immediately each individual data
whenever necessary. In stark contrast, however, the Critical incident Method has some
disadvantages that it is too specific and time-consuming. In addition, It is easy to unfair because of
superior bias or people tend to remember the negative behavior rather than the positive ones
(Bajracharya, 2018).
c. Essay Method.
Essay Method is the approach that employees are required to write a descriptive essay about what
strengths, weaknesses, potential, and nature of him/her. There are no restrictions or criteria for this
self-evaluated. They can write flexibly whatever they feel relevant.
Some managers assess that the Essay Method is the best approach that they can easily collect a
lot of information about the employee. Yet, this method prefers to describing than appraising.
Therefore, it is difficult to compare, contrast the appraisal, and then conclude the result. It demands
the evaluators have abundant knowledge and writing skills in order not to misdirect the whole
process (Bajracharya, 2018).
d. Field review Method.
Field review Method use employee from another department, especially the HR department to rate
employees of the exact department.
The performance of employees can be evaluated without rater’s biasedness when using this
technique. However, this method can lead to the drawback that it makes difficult for raters, who are
not familiar with daily staff behavior, to observe them. Besides, performers might deal with their
raters by making too perfectly than the annual performance that keep raters feel aggrieved
(Bajracharya, 2018).
e. Comparative evaluation.
Comparative evaluation is a tool to evaluate each employee based on comparing and contrasting
with other employees. The comparative method consists of paired comparison and ranking
(Bajracharya, 2018).
Paired comparison

Under this method, two employees at the same job or level are matched together in order to evaluate
skills, experience, team player, behavior,… In fact, the raters will decide to choose one of the pairs
from the provided report to tick. The one who receives most tick is considered as the best while
another is seen as poor.
Although the paired comparison is an effective technique to evaluate employees, it seems to be
challenging for manager to apply in the large company which has variety employees (Bajracharya,
2018).
Raking
Raking method rates every staff from the number one to the last based on their performance. The
result of this raking will determine whether the employee can reward, punish, or terminate.
Even though it is the simplest method of performance appraisal that is easy to approach, it seems
to be a big problem when covering in the large scale because of the out-of-control system and snap
judgment result (Bajracharya, 2018).
f. Forced Distribution

Generally, Forced Distribution is used by a lot of companies to solve the problem that almost
employers or raters tend to score their employees near average or about average without careful
evaluating. Under this method, the assessment form is divided into, for example, 4 categories such
as excellent, good, fairly good, and poor (Bajracharya, 2018).
This technique practices effectively in service companies. However, it might deal with some
disadvantages, according to Shraddha Bajracharya said that:
Firstly “It creates false competition between employees.” (Bajracharya, 2018).
Next, “ All employees might not fit neatly into a category, leading to their placement in such a
category that does not reflect their true image.” (Bajracharya, 2018).
Finally, “Raters may end up placing more visible employees in superior categories and less visible
ones in poor category, irrespective of their job performance.” (Bajracharya, 2018).
g.The Forced-choice Performance Method.
Forced choice Method is considered as a reliable and systematic tool first introduced by J.P.
Guilford.
With regard to this method, raters are given the reports include positive and negative statements.
Then, they will be asked for indicating the suitable answer that they choose, and the information is
sent to the HR manager to assess again before published the final result.
Some positive and negative statements are:
Positive statements:
 Communicate well with superiors
 Play active role in meeting and other offlice events.

Negative statements:

 Consistently over-promises and under-delivers.

 Often go to office late.
The benefit of this method is given the equitable evaluation that it is rated by both employees and
managers. However, it is time-consuming and it is challenging to construct an appropriate evaluative
statement (Bajracharya, 2018).
g. Weighted checklist performance report.

Under the weighted checklist performance report, the raters are given a list of multiple-choice and
decide to answer “YES” or “NO”. All the information is carried and totaled to the HR managers.
This method can not only evaluate exactly the employee’s performance but also increase the
synchronisms of the evaluation because some questions are repeated again in a different manner
(Bajracharya, 2018).
h. Behaviorally anchored rating scale (BARS) Method.

Behaviorally anchored rating scale (BARS) Method is the mix between critical incident method and
other types such as rating scales. BARS method defines from the unacceptable to most effective
behaviors of the employee in the critical situation (Bajracharya, 2018).
However, the cons of this method are more concentration on the activity-oriented rather than
behavior-oriented.
i. Objective-Oriented Approach.
This modern and systematic method is found by 3 sciences Drucker, McGregor, and Odiorne. The
triple determinate that the root value of an objective-oriented Approach is the essence of
understanding what accomplishment from the employee’s viewpoint. As a result, this technique can
maximize the performance of employees without evaluating or monitoring. By the way, the
relationship between superiors and subordinates becomes shorter. Employees, then, can be
motivated inspiration and improve output as well as permitting enough huge space for self-
development and growth (Bajracharya, 2018).
j. Confidential Report.
Confidential Report takes place in a secret situation when employees do not realize and do not have
any feedback about this report. Usually, the confidential information is surveyed by the authorized
personnel in the trait of attendance, teamwork, dependabilities, leadership, behavior with superior,
colleagues and junior workers, discipline, integrity and honesty, quality and quantity of output, etc.
Even though the Confidential Report usually highlights the strengths and weaknesses of the
employee, in fact, this method is used only in the government system. The drawbacks of this form
are the lack of democracy. Moreover, because of this secret characteristic, employees do not know
why he/she were evaluated poorer and how to improve his/her performance (Bajracharya, 2018).
k. 360-degree appraisal.
A 360-degree appraisal is a modern technique first introduced in the early 90s in the USA. Based
on this performance management method, the employees are evaluated by factors around their
workforce such as superiors, colleagues, subordinates, and even clients, customers, or spouses…
All the surveys will be collected, totaled, and then given for the employees. Finally, the staff could
contact their evaluators in order to find an effective way of improving their performance (Bajracharya,
2018).
4.3 Benefit of Performance Management.
It is obviously that Performance Management plays significant role in operating of any organization.
It helps company runs smoothy and effectively as well as ensuring to target the goals (Prachi, 2015).
Organization’s benefit  Improved organizational performance
 Employee retention and loyalty
 Improved productivity
 Overcoming the barriers to communication
 Clear accountabilities
 Cost advantages

Manager’s benefit  Save time

 Reduce conflict
 Ensure effeciency and consistency in performance
 Employee’s benefit  Clarifies expectations of the employees.
 Self assessment opportunities clarifies the job accountabilities and
contributes to improved performance.
 Clearly defines career paths and promotes job satisfaction.

STARBUCKS PERFORMANCE MANAGEMENT

In Starbucks, to assess the performance of employees, this company operates 2 phrases include
conducting the performance appraisal of employees and sharing of company’s feedback with
employees.
In the first stage, Starbucks uses customer’s comment card so as to directly evaluate employee’s
performance through customers. Customers responded to the question in the report about how
Starbucks’s employees served them and whether they have disappointed in the service or products.
The approach is an effective strategy to measure employees as well as close the performance to
the company’s objective. Some Starbucks in Jakarta, managers often reward for employees who
have the most positive customer’s comment card.
According to the second stage, Starbucks also gives 360-degree feedback to conduct employee’s
performance. These performance evaluations are provided by variety source such as customers,
employees, peers, and supervisors,…this appraisal seems not to be effective in many organization
because not all people can accept the comment from the others especially their subordinates.
However, it does not matter with Starbucks because of the company’s characteristic that there are
only 9 members per store. As a result, the relationship between them becomes closer and they might
not extremely about giving feedback. After a month, the feedbacks are provided to determine who
deserved “the Employee of the Month” reward. For example, at Starbucks, each employee has an
individual budget that directly relates to their salaries. This budget is the target employees are
encouraged to reach for sales. If the sales are higher than the target, then, they will receive the
difference in the middle, whereas, if they do not reach the goal, they have to responsible for the lack.
In conclusion, Starbucks has applied successfully the performance appraisal methods to its human
resource management by combining effectively the customer’s conduction performance appraisal
and sharing of company’s feedback with employees (Inez, 2013).
5. Reward Management:
Definition :
Reward Management is adaptation of policies that reward employee on consistency, fair and
equitable basis in line with organizational values. Rewards comprises of praise, challenging work,
avenues for growth & development. Praise can be simple recognition for work in presence of other
employees. Handling challenging assignment is also the indication of faith from management and
act as reward for employee to give his best. Promoting employee to next level or sending somebody
for next level training also act as reward for good work done by employee (MBA Skool Team ,
November 9 2016)

Types of reward :

1. Intrinsic versus Extrinsic Rewards

Intrinsic rewards are the personal satisfaction one gets from the job itself.

These are self- initiated rewards, such as having pride in one’s work, having a feeling of
accomplishment, or being part of a work team. Job enrichment can offer intrinsic rewards to
employees by making work seem more meaningful.

Extrinsic rewards, on the other hand, external to the job and come from an outside source, mainly
management. For example, Apple Computer gives a PC to each of its employees.

2.Financial versus Non-financial Rewards

Rewards may or may not enhance the employee’s financial well-being. If they do, they can do this
directly – through, for instance, wages, bonuses, or profit-sharing or indirectly through employer-
subsidized benefits such as pension plans, paid vacations, paid sick leaves and purchase
discounts.

Nonfinancial rewards cover a smorgasbord of desirable “extras” that are potentially at the disposal
of the organization. Their common link is that they do not increase the employee’s financial
position.

For example ,in addition to state-provided insurance, Starbucks also buys additional health
insurance and accident insurance for all employees, including part-time employees ( Starbuck
Profile , 2020)
3.Performance-based versus Membership-based Rewards

The rewards that the organization allocates can be said to be based on either performance or
membership criteria. While HR representatives in many organizations will vigorous!; argue that
their reward system pays off for performance, you should recognize that this isn’t always the case.

Few organizations actually reward employees based on performance – a point we will discuss
later in this chapter. Without question, the dominant basis for reward allocations in organizations
is membership.

Benefits:

1. Productivity
It’s well-known that engaged staff are significantly more productive, working efficiently and
proactively in order to do a good job. If efforts are likely to be praised and rewarded, then it makes
sense that a member of staff will work harder to receive such employee recognition . Therefore ,
reward for employees makes them more effective .

2. Job satisfaction
Recognising an employee’s efforts demonstrates that the job they’re doing is valuable to the
business. It sends the message that their hard work is worth rewarding and therefore must be
important. Therefore ,makes the individual feel that they are making a difference.

3. Employee happiness
A happy and fulfilled employee can be motivated to perform better because of the positive feeling
they have towards the company. If an employer treats its staff with respect and gratitude, then
those staff members will want to do a good job for employer . This positivity can also be felt across
the business, creating a happy working environment that people will want to be a part of.

4. Retention
A high staff turnover leads to poor morale that can make others want to look elsewhere. The time
required to find and train new staff affects utilisation and the fiscal costs are high, so retaining staff
has to be an important . The provision of rewards gives employees a tangible reason to stay.
5. Loyalty
If our employees are engaged with our business, they will be able to promote and sell our brand
far better than someone who does not believe in or care about it. Rewarding hard work generates
loyalty and helps your team to feel an emotional bond with our organisation.

6. Team culture
Rewards that incorporate peer-to-peer recommendations are great for team spirit, as they
encourage staff to see the positive attributes in one another. Teams are well-placed to do this, as
they work alongside each other every day. Plus, allowing colleagues to nominate one another for
rewards is empowering, as it demonstrates that they value each other’s opinion.

* Evaluate the effectiveness of STARBUCKS:

Engagement:

The company's efforts to increase employee engagement will translate into efficient and powerful
customer service. Starbucks was so concerned about promoting customer service that it spent $
35 million to send 9,600 store managers. The goal is to mobilize employees to become brand
evangelists.

- Treat each store like a small business :Starbucks sees its managers as global employees who
run $ 1 million + small businesses. Each store recognizes a local niche and seeks to strengthen
the corporate culture.

- Make employees feel like part of the larger mission :Make coffee experience part of a meaningful
inspirational journey. When your employees your company at the personal level, they will want to
pursue its success for personal gain

- Be creative with training sessions :Starbucks organizes exhibitions to attract attendees, making
employee training more fun and creative. Innovative experience makes training work to be
effective

- Develop a mission statement that matters: Respond to inspire and nourish the human spirit, one
person, one cup and one neighborhood at a time. Starbucks cited the power of its mission
statement to revolve around struggling sales numbers a few years ago.

Commitment of STARBUCKS:
- The most important guarantee is that the health and fairness of each employee is only 20 hours
or more.

- Starbucks is committed to supporting employee and aspirational partners and beyond.

- Listen and learn between employees, ensuring a friendly and healthy staff environment.

- Guaranteed rest time and annual health checkups, help with living expenses by providing free
interest loans, housing subsidies for Brista

Organizational profit:

- According to Refinitiv figures, Starbucks' revenue has increased 5% in China and the Asia-Pacific
region, exceeding the 3.45% increase predicted by analysts. Sales growth in the Americas
reached 7%, while analysts' estimates were only 4.43%.
- Starbucks now forecasts that fiscal 2019 revenue growth will be near the upper limit in the
previous 3-4% increase forecast, while raising the profit forecast to $ 2.80-2.82 per share. . Total
net sales for the period from June 4-6 / 2019 increased by 8.1% to US $ 6.82 billion, with a profit
of 78 US cents / share.
- Starbucks is working hard to improve its menu by adding new drinks and expanding delivery with
new partners. These efforts led to a 3% increase in the number of Starbucks customers in the first
quarter of this year.

Productivity of STARBUCKS:

They saw employees who were bending to scoop beans and blocking espresso machines when
frothing milk. Observing 25 seconds per drive-in customer and 6 seconds for a drink to get its
drizzle, they thought they could do better.

Evaluate the effectiveness of STARBUCKS:

Engagement:

The company's efforts to increase employee engagement will translate into efficient and powerful
customer service. Starbucks was so concerned about promoting customer service that it spent $
35 million to send 9,600 store managers. The goal is to mobilize employees to become brand
evangelists.
- Treat each store like a small business :Starbucks sees its managers as global employees who
run $ 1 million + small businesses. Each store recognizes a local niche and seeks to strengthen
the corporate culture.

- Make employees feel like part of the larger mission :Make coffee experience part of a meaningful
inspirational journey. When your employees your company at the personal level, they will want to
pursue its success for personal gain

- Be creative with training sessions :Starbucks organizes exhibitions to attract attendees, making
employee training more fun and creative. Innovative experience makes training work to be
effective

- Develop a mission statement that matters: Respond to inspire and nourish the human spirit, one
person, one cup and one neighborhood at a time. Starbucks cited the power of its mission
statement to revolve around struggling sales numbers a few years ago.
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 INTRODUCTION
The multinational coffee chain
and roastery reserves

Settle, Washington, America

Operated in more than 77
countries
30000 retailer stores
Mision
“To inspire and nurture the human spirit –
one person, one cup and one neighborhood
at a time.”
(Starbucks Company Profile, 2020).
Vision
“To establish Starbucks as the premier purveyor
of the finest coffee in the world while
maintaining our uncompromising principles
while we grow.”
 Core value
“Creating a culture of warmth and belonging, where everyone is
welcome.

Acting with courage, challenging the status quo and finding new
ways to grow our company and each other.

Being present, connecting with transparency, dignity and respect.

Delivering our very best in all we do, holding ourselves accountable

for results.”
• Definition of HRM.

• The purpose of the HR function

• Key roles and responsibilities of

the HR Manager.

• The significance that HR plays in

acquiring talent to meet
business objectives
 Impacts
Future
Success

Goes
Beyond Talent Saves
the Active Acquisition Time and
/ Available Money
Candidate Strategy

Provides
Competitive
Advantage
A description of
• Workforce planning
• Recruitment and selection
• Development and Training
• Performance Management
• Reward Management.
Workforces
Planning
• Definition
+Goal
+Policy
+Culture
+Succession plan
+Skill inventories
+Employee turnover rate

• Internal factor of Starbucks

• External factor of Starbucks
 PESTLE
POLITICAL FACTORS

ECONOMIC FACTORS

SOCIAL FACTORS

TECHNOLOGICAL FACTORS

LEGAL FACTORS

ENVIRONMENTAL FACTORS
Recruitment and selection
• Definition

• Recruitment and selection

methods(Internal and external
method)

• Explain strengths and weaknesses of

different recruitment and selection
methods.
Training and Development
• Definition
• Types of training

• Kirk Patrick Model

• Benefits
Definition
• Training : an organization’s planned effort to
facilitate employees’ learning of job-related
competencies.

• Development : formal education , job experiences ,

relationships , and assessment of personality and
abilities that help employees prepare for the future.
5 Types of training
• 1. Introdution Training
• 2. Job Instruction Training
• 3. Vestibule Training
• 4. Refresher training
• 5 .Apprenticeship Training
Kirk Patrick Model :
• Reaction

• Learning

• Transfer

• Result
Benefits of training and development
:
• Increased job satisfaction and morale among employees.
• Increased employee motivation.
• Increased efficiencies in processes, resulting in financial
gain.
• Increased capacity to adopt new technologies and
methods.
• Increased innovation in strategies and products.
• Reduced employee turnover.
Performance Management

• Definition

• Steps and methods to monitor

employee performance

• Benefits

• Performance Management of
Starbucks
Performance Management

• “Performance Management is the process of how

an organization sets the goals and drives the
behaviors to reach achievement at the same time
as determined by the ineffective employees to
adjusted immediately “
(Armstrong and Taylor, 2017).
Performance Management
Defining KPIs

Assigning Defining tools

peolple and methods

Defining Making
resources activities plan

5 steps to monitor employee performance

Performance Management
12 methods of monitor performance
• Rating Scale Method.
• Critical incident Method.
• Essay Method.
• Field review Method.
• Comparative evaluation.
• Forced Distribution
• The Forced-choice Performance Method.
• Weighted checklist performance report.
• Behaviorally anchored rating scale (BARS) Method.
• Objective-Oriented Approach.
• Confidential Report.
• 360-degree appraisal.
Performance Management

Benefit of Performance Management

Starbucks’s Performance Management

customer’s comment card 360-degree feedback

Reward Management
• Definition

• Types of reward

• Benefits
 Definition
• Reward Management is adaptation of policies
that reward employee on consistency, fair and
equitable basis in line with organizational values.
Rewards comprises of praise, challenging work,
avenues for growth & development. Promoting
employee to next level or sending somebody
for next level training also act as reward for
good work done by employee
 3 Types of reward :
• Intrinsic versus Extrinsic Rewards

• Financial versus Non-financial Rewards

• Performance-based versus Membership-

based Rewards
Benefits
• Productivity
• Job satisfaction
• Employee happiness
• Retention
• Loyalty
• Team culture
•
Evaluate the effectiveness of these
HRM practices on organizational
performance through employee
characteristics such as

Engagement

Commitment

Motivation and skill

The like and in term of raising

organizational profit and productivity.