Organizational Behavior Project

Project Part 1

Introduction to Organizational Behavior

By definition, organizational behavior refers to the way individuals or groups behave within an organization. The organizational behavior of a company is something that is often subtle and difficult to identify and define, let alone change and manipulate. Nevertheless, the organizational behavior within a company can have a significant impact on decision making and the success of business ventures and transactions. Let us consider Starbucks, the coffee company, and dwell on the ingredients for its recipe of success.

Introduction to Starbucks
The Starbucks Story Starbucks story began in 1971. Back then Starbucks was a roaster and retailer of whole bean and ground coffee, tea and spices with a single store in Seattles Pike Place Market. Today, Starbucks is privileged to welcome millions of customers through its doors every day, in more than 17,000 locations in over 50 countries. Starbucks mission is: to inspire and nurture the human spirit one person, one cup and one neighborhood at a time.
At Starbucks, they have always believed in serving the best coffee possible. It is their goal for all of their coffee to be grown under the highest standards of quality, and using ethical sourcing practices. Starbucks coffee buyers personally travel to coffee farms in Latin America, Africa and Asia to select the highest quality Arabica beans. Once these quality beans arrive at the roasting plants, Starbucks experts bring out the balance and rich flavor of the beans through the signature Starbucks Roast.

Starbucks stores are a welcoming third place for meeting friends and family, enjoying a quiet moment alone with a book or simply finding a familiar place in a new city. Total stores: 17,009 (as of January 2, 2011)

Starbucks Partners
Starbucks offers the finest coffees in the world, grown, prepared and served by the finest people. Starbucks employees, who they call partners, are at the heart of the Starbucks Experience. Starbucks store partners are committed to coffee knowledge, product expertise and customer service. Starbucks believes in treating its partners with respect and dignity. They are proud to offer two landmark programs for their partners: comprehensive health coverage for eligible full and parttime partners and equity in the company through their Bean Stock program.

Organizational Behavior Project

Project Part 2
Practicing OB Predicting Sales Success
1. Based on the results of the selling ability test, one cannot certainly assume that it is at fault. We agree that the test might have some discrepancy or cannot be regarded as highly reliable. Moreover, we believe a similar test is necessary but not sufficient. Even though the test was designed to minimize the risk of hiring unqualified sales people and rather recruit people that better suit the sales job, upon a test drive it was found to be invalid. In an attempt of implementing a corrective action based on the feedback gathered after implementing the test, we suggest that the criteria upon which the test was based ought to be revised in order to verify its alignment with the overall purpose of utilizing a similar test. 2. Assuming that the test is indeed valid, the fact that the new agents lack experience is certainly contributing negatively and thus leading to a poor performance. Despite the fact that an employees performance is directly influenced by their knowledge, skills, and abilities, yet one cannot but recognize the remarkable impact which experience casts on employees. As we all know, not all that is learned comes from books. Experience subjects the individual to a well assorted bouquet of scenarios, scripts, critical cases, and obstacles all of which contribute in shaping this individuals character and strengthening ones personality. We agree that along with an employees KSAs, gaining experience will surely boost performance

3. It goes without saying that sales persons prime skills are those related to selling abilities. This particular skill ought to be tracked as early as in the recruitment process. Taking into consideration that the test designed by the company at hand was proven to be unreliable, consequently it ought to be amended. The new version of the test aims at achieving a balance between the positions technical and personal requirements. By doing so, the company can ensure that its potential employees are not merely technically capable of performing the job, but possess personalities that oil the wheels to the process.

Organizational Behavior Project

Howard Schultz: The Personality Behind Starbucks

1. The article portrays Howard Schultzs personality and consequently one can realize the following emerging traits: Due to his persistent ambition and strong vision, which eventually led Schultz to meticulously commit himself to the details of his company, he succeeded in ensuring that even little matters are done the right way. Thus, Schultz can be regarded as possessing a conscientious personality. On another aspect, Schultz was known for his warm and trusting approach with Starbucks employees. From their part, employees did not regard him as the owner, but rather as the one willing to involve them in the process of generating new concepts and improving business. By adopting the cooperative approach, Schultz added to his personality the agreeable trait. Moreover, aside from exercising his interpersonal skills merely with employees, Schultz did not miss any opportunity to interact and communicate with the customers visiting Starbucks. This rendered him a socially dominant figure. The above attributes characterized Schultz as an extrovert. In an attempt to study Schultzs core self-evaluation, one can evidently realize that he scores high indeed. Being the self-confident person he is, he not only likes himself but also believes in his capabilities of controlling and affecting the work environment. As stressed in the article Schultzs self-worth as well as his success and ambitions are certainly attributed to his personal contributions, however he does not disregard the impact that team effort had on his achievements.

2. The fact that Starbucks has become the place that serves 10 million customers a week from 3,300 stores around the world was not a matter of coincidence, but a proof to the effect of achievement motivation. By adopting the participative management style, Schultz succeeded in proactively involving his employees and collectively giving them part in ensuring that every Starbucks customer receives the outstanding service they deserve. This approach not only motivated employees to perform better and achieve remarkable results, but rather held them liable for both the companys failure and success. Schultz insured to instill the team spirit among Starbucks employees. By treating his employees fairly and seeking to provide them with the tools and working environment that rendered them happy, Schultz got his employees engaged in the process and consequently more committed to the organization, more productive and eventually more satisfied with their jobs.

Organizational Behavior Project 3. As it has come to be known, success in the business world follows superior social skills rather than superior technical competence. Consequently, and by definition, social skills are any skills facilitating interaction and communication with others. In this field, Schultz was an expert! He relied heavily on his various social skills that mainly contributed to Starbucks success. Treating others fairly, listening to both employees and customers, proactively dealing with any feedback presented by Starbucks customers, granting remarkable importance to customer service, and positively reacting to the input\suggestions\comments\ideas offered by his employees, Schultz put his social skills into action. As a result productivity increased, employee talent doubled, new concepts were generated, and an outstanding customer service was achieved. Moreover, Schultz possessed a well assorted bouquet of skills that oiled the wheels to Starbucks growth and prospering. Being a self disciplined person, Schultz learnt how to work without supervision. He worked hard to ensure his success, and he perfectly knew that everything done in his business is ultimately his responsibility. Consequently, his self-discipline skills served him as a terrific asset. Furthermore, he did not fail to take risks and venture into the uncertain. This eventually led him to his current stand point. On one hand, Schultz paid attention to details and insisted that nothing is too minor for his attention. By dealing with the details, he ensured his success. On the other hand, he was willing to learn new things and confident in incurring change. Schultz knew that by learning new things he could stay ahead of the game, and when trends changed, he was able to adapt to these changes.

Organizational Behavior Project

Project Part 3
Analysis and Feedback
Having read the article Howard Schultz: The Personality Behind Starbucks, and answered the related questions, one is able to come up with the following analysis regarding the issues dealt with in the article: Because job sharing eases the strain of balancing work and outside personal responsibilities, each job share partner can devote greater energy and focus when he is on the job. With two people, there is a built-in checking system on the job, maintaining quality control and preventing errors. Increased productivity generally follows increased morale which results when people have better control of their personal and professional lives. Moreover, the source of new ideas and the discovery of insights can enable a company and its staff to become more productive and effective at achieving results. One can confidently rationalize that in a fast paced business world it is essential to develop a company culture that shares ideas and insights. This enables best practices to be shared and used on a global scale to help an organization become efficient and productive. On another aspect, Shultz was implementing the principle of Teamwork Together Everybody Achieves More, strengthened by the belief that serving exceptional products to the people with outstanding customer service will eventually lead customers to come back. On this particular level, and as dictated by the golden rules of customer service, a good customer service requires making promises and keeping them, listening to the customers, dealing with complaints, being helpful, courteous, and knowledgeable. Schultz admitted that customer service is regarded as one of the greatest keys to Starbucks success. It follows that whatever Schultz has done must have been carefully designed to meet and satisfy the needs of the customersand Starbucks employees.

Organizational Behavior Project

Project Part 4
Conclusion and Recommendations
On a large scale, we all agree that any successful business in any industry requires an investment of time, energy, and resources. However, on a more precise level it has been proven and clearly demonstrated in the article we read, that personality characteristics do have indeed a significant and positive effect on business success. Even though formal education, powerful connections, and previous experiences are regarded as key factors, yet they are not the only ingredients in the recipe of business success. Success has more to do with personality, and Howard Schultz served as the best example to support this conclusion. A person in a key position and possessing power ought to take risks, be willing to try new concepts, have a high degree of flexibility and adaptability, make use of social skills, and inspire and motivate others. Moreover, one should strive to be a finder by bringing in new business, forging new relationships and up-selling existing customers in a dynamic way to generate revenue and feed the business. To reach any goal, it's vital that business owners\ business people determine the kind of success they are striving for, and identifying a "business personality" is a good way to do this. Whatever ones business personality, it is important to recognize that to achieve those business goals, one cannot go solo. One ought to rather identify the people - and personalities that will fit with the organizations culture.