3 HR Frame Worksheet

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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

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.

My role within the company is a shift supervisor of six years, and a barista overall

for 8 years. I work for Starbucks, a coffee company based in Seattle.

My situation is one that happened in 2022, when the former CEO, Howard Shultz,

had to come out of retirement to help pull the company out from potential financial

disaster. Many stores began unionizing, which in return required a complete overhaul of

the visionary statements in the company. (Schultz, 2022) This situation affected me

directly due to the extreme changes in policies and rituals that take place within the

organization.

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

The human resources during this time was being used to the maximum extent possible.

Starbucks has been held to a standard of customer vs. employee interactions, after the

pandemic, many employees felt a strain with the interactions of customers. It was no longer

enjoyable, and it became a question of whether it was worth the money. Upper management

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did not seem to take the issues seriously, even when it was store level management bringing

it to their attention. This went on for quite a while before stores began to unionize.

As soon as unionizations began, the company realized that the employees were very

serious about the situation. It was loud and clear, they were not being paid enough and the

working conditions were declining rapidly. Starbucks knew they had to do something as

employee turn over rate was increasing. Employees no longer felt the drive or passion to

create the beverages that were staples for the company.

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

As the complaints rolled in, I would have gone to store level to seek what was happening.

Especially at the locations that were unionizing. Before jumping to conclusions and pushing

the workers harder and harder, sitting down and getting to the roots of the frustrations could

have prevented the strained situation. The employees were the ones who were customer

facing, and performing the tasks for the job itself. In my opinion, they would be able to

suggest a great course of action on opportunities for improvement.

Besides seeking their perspective, working to bring the company back to the focus of the

employees themselves would help tremendously. The employees felt under appreciated and

like they were being used as machines. Therefore, many lost their drive to make product with

pride and passion. Showing them that they matter, and that the company is bringing the focus

to them, would in long term, gain the trust back in the company. It is very important that the

company follows through with any promises of change.

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

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While I believe Starbucks was onto something good, I do not believe they delivered on

the promise to bring the company back to it’s roots. It seemed promising at first, but it was

not kept up and the company quickly started to decline again. Differently, the company

should have made it a task to stay employee focused, and to give the employees a chance to

gain their passion and commitment to the company back. Rushing the process and expecting

it to be done within a certain time, then slowly going back to the way it was before is a recipe

for disaster.

What I wouldn’t have done differently is bringing Shultz back in from retirement.

(Shultz, 2022) This showed the world, the company and it’s employees that Starbucks had

realized that they messed up somewhere along the lines. Whether they did the right thing to

correct it is a different topic, but having the CEO come back to address the problems showed

that they took the problems seriously, and brought back the man who built the company into

what it is today. Many employees cheered when he came back, even though many thought it

was to only union bust. Either way, it was a great response towards the human resource

aspect, showing that he understood how important they are to the company.

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References

About us: Starbucks Coffee Company. About Us: Starbucks Coffee Company. (n.d.).

https://www.starbucks.com/about-us/

Bolman, L. G., & Deal, T. E. (2021). Reframing organizations: Artistry, choice, and leadership

(7th ed.). San Francisco, CA: Jossey-Bass

Schultz, H. (2022, July 11). A message from Howard Schultz: The next chapter of ... - starbucks

stories. Starbucks Stories and News. https://stories.starbucks.com/stories/2022/a-message-

from-howard-schultz-the-next-chapter-of-starbucks-reinvention/

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