OGL 481 Pro-Seminar I:

PCA-Symbolic Frame Worksheet

Worksheet Objectives:
1. Describe the symbolic frame
2. Apply the symbolic frame to your personal case 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 for your Electronic Portfolio due in Module 6.\

Chanel Clarke

1) Briefly restate your situation from Module 1 and your role.

As a Supervisor at Starbucks, my main goal is to ensure partners and customers are

having a good Starbucks experience. Currently, Starbucks is experiencing staffing
problems. Staffing is what sets every store up for success. The situation we are having at
Starbucks is customers are not experiencing a good experience and training is not being
effective. Customer satisfaction needs to be more enforced in training and the training
needs to be updated to satisfy business needs to make more effective baristas and shift
supervisors.

2) Describe how the symbols of the organization influenced the situation.

The symbol for Starbucks is everywhere, it attracts a lot of customers' eyes. It is a green
siren that is placed on every cup, sleeve and is located on every Starbucks storefront.
Starbucks worked hard to put a label on their symbol and surprisingly that starts with
customer connections, giving customers that warm welcome will bring them back to our
business, that’s what makes us unique compared to a Dunkin' Donuts wish is our biggest
competition.

Chapter 14 talks about planning, it states “ planning is a signal that all is well or
improvement is around the corner”. Even though Starbucks is in a rough place right now
store managers and district managers are working on a plan. This is a sign that things can
get better. At the moment Starbucks is holding up the name of the symbol that we have
by still trying to deliver that status quo. Starbucks is known for having a lot of flavors and
a variety of things for customers, covid stopped that from coming in with inventory. But
we still try out best to suggestive sell and make customers happy.

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 3) Recommend how you would use organizational symbols for an alternative course of
action regarding your case.

When it comes to the symbol at Starbucks that is not spoken about during training. the
symbol should be used more in training, it will allow more time to focus on the culture in
the background of Starbucks. This is what I mean when I say the training needs to be
updated if it is, workers will be focused more on the mission and values of Starbucks and
each customer will get a great experience from each worker. Technology also is playing a
big part in our business when it comes to our ads and more.

Connections with customers are getting much easier because since the pandemic a lot of
customers are using to use our mobile order and pay option and this is our version of grab
and go, this is growing our sales and also limiting wait times for customers in all our
locations. This has made days easier for a customer going to work or in a rush. The
confidence is great and as technology grows so does the app.

4) Reflect on what you would do or not do differently given what you have learned
about this frame.

What I would do differently is always use my resources when trying to educate workers
at Starbucks. Resources such as our book called “ ops excellence” that has all the
operations. I will also coach more regarding customer connections, this is important to
make sure we are gaining a consistent approach when it comes to creating that
environment for customers.

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 Reference or References

 
Bolman, L. G., & Deal, T. E. (2017). Reframing Organizations: Artistry, Choice,
and   Leadership  (6th ed.). Hoboken, NJ: John Wiley and Sons