OGL 481 Pro-Seminar I:

PCA-Human Resource Frame Worksheet

Worksheet Objectives:
1. Describe the human resource frame
2. Apply the human resource frame to your personal case situation

CONFIDENTIAL

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.

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

I’m a Store Manager for Starbucks Coffee, and I’m using a situation that has
taken over how we move forward as a partner-led company. Despite being a beloved
company over the past two years Starbucks has been dealing with employees wanting to
be represented by a Union.
In 2021, Buffalo, New York stores joined Workers United of the Service
Employees International Union. According to their website, “We are organizing a union
to bring out the best in all of us. Our organizing committee includes Starbucks partners
from across the United States. Many of us have invested years of our lives at Starbucks,
while others have recently become partners. We all have one thing in common — we
want the company to succeed and our work lives to be the best they can be. (Starbucks
Workers United, n.d.)” Since then over 8,000 workers at over 360 Starbucks stores in at
least 40 states in the United States have voted to unionize, and as of today none have yet
enacted a collective bargaining agreement.

2) Describe how the human resources of the organization influenced the situation.

During the pandemic, is when most of the things our hourly partners were upset
about, came to a head. They were frustrated with working conditions during COVID-19,
having to be exposed to customers refusing to wear masks, and dealing with de-escalating
issues around government and public health policies. They were also frustrated with other
benefits and felt that they weren’t being taken care of by us employees. They are seeking

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 faster accrual of paid time off, increased wages, and healthcare that is entirely covered by
Starbucks with capped $10 co-pays and guaranteed consistent schedules.

Benefits and perks have always been an integral part of what makes Starbucks a
great place to work they are called partners because they share in the financial success of
our companies through granted restricted stock units. They have offered health benefits to
part-time employees since 1980, something no other company was doing at the time. The
company continues to offer a suite of total pay benefits that include health coverage,
stock, 401-k match, paid time off, parental leave, education and student loan
management, and many other partner perks including free beverages, meals, Spotify,
mental health counseling, and headspace.

Starbucks partners are rewarded with yearly raises, and increased incentives for
our tenured employees. They focus on promoting diversity and creating a sense of
belonging where everyone is welcomed. Many of the foundations of a strong HR
department are in place, and there is a ton of support for our partners at the hourly level
through our partner resources support center, which is available to everyone, employees
can even call in anonymously to feel safe sharing information without retaliation.

3) Recommend how you would use the human resources for an alternative course of
action regarding your case.

I would use our human resources differently by improving the processes already
in place. I believe as the world has changed, so has our partner population and our
customers, and things that have always worked in the past may need improvements. First
I would leverage the partner's perspective survey we send out twice a year, and take
quicker action on the asks from the survey. I would publish quarterly information for all
partners to see transparently what has improved, and what working teams are still
working on.

We saw some of this after the union activity first started, and it was great.
Partners were engaged, and it consistently highlighted current total pay benefits so
employees were talking about it and it was top of mind. We got to see what was coming,
and that provided trust that the right work was happening to support our partners with
things such as credit card tipping, and improved dress code. They applied this strategy to
operational initiatives as well as human resources initiatives and it helped to feel like we
are working on meaningful things to improve the partner and customer experience by
making sure we are focusing on improving our technologies and equipment as well.

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

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 While some of these benefits went into play, increased wages, and credit card
tipping, they weren’t applied to the stores that were in the collective bargaining phase due
to the negotiations that needed to be agreed upon by Starbucks Workers United, and
Starbucks Coffee. I would work quickly to make sure we started these collective
bargaining sessions, to not increase tensions with employees who are already feeling like
they aren’t being taken care of.

I also would make sure there is accountability to the standard of how we onboard
our partners, and make sure that our leaders are highlighting total pay when they are
starting. Awareness is key, and most partners don’t know all of the benefits that are
available to them. I would also align on all policies to make sure we are consistent and
fair amongst all employees in terms of scheduling and I would be clear as to what they
can expect from their job requirements as well.

I would also hold sessions to make feedback sessions specifically around benefits
to understand more what about our partners are looking for. Instead of having just one
suite of benefits maybe it having options and depending on which package you pick it
impacts your hourly rate, as some partners don’t need medical benefits, due to being
covered by their parent’s insurance, so possibly paying them an additional rate to
compensate the difference.

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 References

Starbucks Workers United. (n.d.). Starbucks Workers United. https://sbworkersunited.org/