U.S./Canada Licensed Stores - Barista Basics Updates Overview Barista Basics was last updated in 2013. Content updates are aligned with the new digital companyoperated program. Enhancements include: • Updated Mission and Values • New Customer Commitment philosophy/language • Updated Playbook content • New Green Apron Cards (reflecting values and new artwork) • New videos • Barista Trainer content has been removed and will be updated separately • Core beverage updates
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Benefits New customer service content communicates philosophy and customer recovery. Updated Playbook content provides clear understanding of roles, responsibilities and routines. New videos support Playbook content and beverage preparation/sequencing standards. Updated Starbucks Experience content (Mission and Values, Green Apron, and Community) reflects culture and importance of values.
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Key Changes • • •
First Sip – First Impressions is now called First Sip in alignment with C/O US stores. Our Mission and Values – old mission replaced with new mission and values language Customer Service – updated Customer Service modules include: • Our Customer Service Commitment • Service Recovery Model – L.A.T.T.E. • New customer service scenarios
• Playbook – Updated content for each of the store roles: Bar, POS, Customer Support, Order Support – includes overview of roles and routines and signals/restocking content. New Store Roles and Responsibilities learning card replaces Lean Thinking learning card. • Core Beverages – Flat White, Caramel Macchiato, Iced Coffee and Cold Brew have been added to Barista Certification Kit. • Videos – New DVD will include 17 updated videos (plus two Drive Thru only videos)
• Barista Trainer – Barista Trainer content will be updated in early 2017 and will be SKU’d separately from Barista Basics. Existing stores should hold onto their Barista Trainer Store Manager Guide. New stores should contact their DM for a printed version of this content.
Additional Information •
New materials will be auto-shipped 6/27 through 7/8.
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Stores can begin training new baristas using the updated Barista Basics material when received.
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All existing Barista Basics materials should be given to your Starbucks district manager (DM) for disposal. (Stores should keep existing Barista Trainer Certification materials until updated content is available in early 2017). ©2016 Starbucks Corporation. All rights reserved. Internal Use Only.
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U.S. Licensed Stores Barista Basics Updates Labor Hours • No change to total training labor hours. • Drive Thru stores have an additional 3 hours allocated for barista and barista trainer. • Selling Skills is available to Canada only. Audience
US Stores
Barista AST Lead Barista Trainer
21.5 3.75 10.75
Canada Stores (includes Selling Skills) 22.25 3.75 11.5
Drive Thru Only +3 hours +3 hours
Item Numbers (SKUs) 2016 Barista Basics Program Materials
NEW SKUs U.S. and Canada
Description
Description
Block 1 April 2016
11063161
Barista Cards (8 cards) and trainer guide
Block 2 April 2016
11063162
Barista Cards (14 cards) and trainer guide
Block 3 April 2016
11063163
Barista (8 cards) and trainer guide
Starbucks Experience Guide
11063160
Barista Cards (9 cards)
Barista Training Program Guide
11063164
Program overview guide
Barista Certification Kit
11063166
Kit (booklet w/3-page NCR bound 24pgs)
Barista Learning Journal
11063167
Learning Journal for baristas
Baristas Basics (BB) DVD
11064715
LS DVD for Barista Basics
Barista Basics Binder Barista Basics Tab Inserts
11063168 11010276 (existing sku)
Binder Binder Tab Inserts
SKUs to be Discontinued BLOCK 1 (Jan 2014) 11030396 BLOCK 2 (Jan 2014) 11030405 BLOCK 3 (Jan 2014) US/Canada 11030406/11030409 Starbucks Experience 11031338 Program Guide 11030411 Barista Cert. Kit 11030836 Barista Journal 11043302 LS Barista Basics DVD 11030837 11042013 No change
*Stores should continue ordering current Barista Trainer materials: • Barista Trainer Certification Kit - 11030412 • LS Barista Trainer Print Alternative – 3 booklets for LS Barista Trainers 11030838
©2016 Starbucks Corporation. All rights reserved. Internal Use Only.
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