OGL 481 Pro-Seminar I:

PCA-Choosing an Organization Worksheet

Worksheet Objectives:
1. Identify an organization and situation you want to study over the remainder of the course.
2. Describe the organization and the situation

Complete the following making sure to support your ideas and cite from the textbook and other
course materials per APA guidelines. After the peer review, you have a chance to update this and
format your Electronic Portfolio due in Module 6.

1) Name and describe your organization.

For my analysis, I will be doing the organization Starbucks Coffee Company. This is a Coffee
company where they thrive to make all Starbucks stores welcoming and a great place for all
customers. All decisions and factors that are made and added into the Starbucks stores are made
to benefit customers. As a company Starbucks is growing with the mobile order and pay, also
known as ordering ahead, this brings more customers to us. More drive-thrus are opening and
this is also bringing more customers and business. I wanted to share the Starbucks mission
statement for you all word for word and that is “To inspire and nurture the human spirit – one
person, one cup and one neighborhood at a time.”

2) Describe your role in the organization (it can be an internal or external role).

My role through this analysis will be internal. I currently am employed at Starbucks as a shift
supervisor and this will be the best way to analyze the company. The shift supervisor
manages shifts and makes sure the store is set up to give the best Starbucks experience to
customers. As supervisors our job is important because without us the store will not run
smoothly through out the day. We are store mangers when the store manager is not there. I
realized that as a store maanger my boss’ job is to make sure that the store is running but we
as supervisors are the ones running floor with delegating baristas and sending breaks when
needed.

3) Describe the situation, including information you think will help the reader
understand the most important elements of the situation. (This will require
selectivity: part of the art of case writing is separating the essential facts from the
mass of information that might be included).

Starbucks is known for creating a good environment for customers. Customer satisfaction
is what matters most at Starbucks. Actions that we take to develop a good customer
experience for a customer are, greeting customers coming in and also leaving the store,
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 making sure we are thanking them, making sure they have everything they need before
we walk away from them, and even starting a small conversation with customers. Ever
since covid-19 the business has been growing and more storefronts are opening and many
of the employees are forgetting about the customer connection part. I want to look into
ways this can emphasize to workers. Customer connections ensure that customers return
and become regular customers at our specific location. Another problem we are dealing
with is staffing. As the business grows we are not building the organization itself and that
starts with staffing and scheduling. Staffing and Scheduling have been a continuous issue
in Starbucks over the past year.