Top 10 scenario-based questions for hiring a Team Leader
Starbucks coffee company barista trainer bonus process
1. Certified Barista Trainer 11/19/2014
Devon Goda, Global Business Enablement
1
Partner Experience Investments (Formerly Project Wizard)
Business Execution Process
Phase I - Bonus Payment Overview
NewBaristaBaristaTrainer
StoreManagerMyLearningRetailHourlyPartner
GLSSAPStoreManagerPROS&SMyLearning
START
Nominates
Partner
Process Step
ASSUMPTIONS
US Starbucks and Evolution Fresh(?) stores
Baristas and Shift Supervisors may be titled Barista Trainer (BT)
Up to one BT to receive a bonus for each new barista completing the
Barista Basics training program
BT completion of training bonus value is non-discretionary
SAP is the system of record for which partner was trained to procure a
bonus payout (value stored in comments field)
Displays
Learned
Behaviors
Decision
Point
Assigns
Barista Trainer
Program Items
Facilitates
Four Training
Items in
Program
Completes
Four Training
Items in
Program
Certifies
Completion of
Barista Trainer
Program
Tracks
Partner’s
Status as a BT
Yes
Begins
Employment
Certification of Barista Trainer Step
Facilitates
Barista Basics
Training
Program
Punches
Trainers Hours
as OPS (Store)
Trainer
Captures
Trainers Hours
as OPS/Store
Trainer
Processes
Payroll
Completes
Barista Basics
Training
Records BT
Completed
Trainer Bonus
Item
Tracks
Completion of
Trainer Bonus
Item
Generates
Email Output
of Completions
Converts Email
Output to
Winshuttle
Script
Uploads to
SAP
Process
Barista Trainer
Bonus
Is
(Bar or SS)
& BT
END
Reactive
Call Center
Recovery
Process
Yes
Verifies Trainer
is Eligible for
Bonus
Yes
All “Training” &
“Trainer” hours
are captured as
Ops (Store)
Training
(tip eligible)
No
Data is
Viable
Yes
No
No
Barista Basics Trainer Bonus Payment Step
END
Actions
Against
Erroneous
Payment
No
Component of
Recovery Sub-
process
Schedule
Trainer Hours
as Ops (Store)
Training
The SM will assign
any courses that
have not yet been
completed or that
they assess need to
be re-completed.
Proactive
Contacts Store
Manager
Removes
Partner from
Training
Program
Tracks
Removal From
Program
Data not viable if the partner is in
an non-payable status or LMS to
SAP data has become
unsynchronized
Weekly
Process
Already
Certified
No
Yes
Proactive
Send Bonus
Ineligibility
Report
2. EXCEPTION
Certified Barista Trainer 11/19/2014
Devon Goda, Global Business Enablement
2
Partner Experience Investments (Formerly Project Wizard)
Business Execution Process
Phase I - Exception|Recovery Process
Barista
Trainer
MyLearningSAP
Store
Manager
PROS&S
District
Manager
RECOVERY
PRM
PRO
Reporting
Requests
Exception
Can be
submitted via
LMS?
1) has not already been correctly submitted
2) partner is a BT in the LMS
3) partner is a barista or shift supervisor in LMS
4) partner is employed in SAP
5) is not retroactive
Submit Bonus
Word PAN
Over Paid
Established
Collections
Process
Payroll
Period
Elapsed
Process
Retroactive
Barista Trainer
Bonus
Yes
Yes Yes
Contacts the
PCC
Indentifies
Invalid Data
START D
END
START BSTART A No
Approves
Exception
YesNo
Process
Barista Trainer
Bonus
No
No
Administrate
Retroactive
Payment
Process per
Bonus
Payment
Overview
Process Step
Decision
Point
Component of
Bonus
Payment
Overview
Email Bonus
Ineligibility
Report
START C
Integrate Email
Report into
Existing Data
Push Report of
Ineligible
Bonus
Requests
Receive
Report &
Consult With
DM
Offers
Guidance on
Resolution
(PCC)
Calls Store
Manager
Corrects Date
Effective
Date Error
Yes
No
Manages
Correction of
Bonus
Start Scenario A
SM & DM proactively decide to
process a Barista Trainer bonus
payment outside of guidelines
Start Scenario B
The Barista Trainer recognizes and
acts on an error in their bonus
payment
Start Scenario C
The monthly LMS ineligibility report is
pushed down to the DM via the PRM
to be actioned (before the partner
becomes aware of the potential error)
Start Scenario D
PRO S&S/Payroll is unable to SAP
load or process a valid bonus reported
by the LMS
Existing,
Documented
Standard
Process
3. Certified Barista Trainer 11/20/2014
Devon Goda, Global Business Enablement
3
Partner Experience Investments (Formerly Project Wizard)
Business Execution Process Phase I - Payment Fall Out Tier
When the BT completes
facilitation of a Barista Basics
program for a new barista, the
SM completes the Trainer
Bonus item in the LMS on
behalf of the BT
Store Manager
completes the fifth item
in the Barista Training
program. Partner is now
a ‘Barista Trainer’ (BT)
The LMS generates and
emails the weekly
Trainer Bonus report
The Trainer Bonus report
is uploaded to SAP and
processed into payroll
Are organized to the correct store in the
LMS
Partner’s Who Get To the Next Step Who Falls Out of the Process
Partner’s home store SM
assigns Barista Trainer
training program to
potential BT
Have completed all four training items
Has been certified as having completed all
five barista trainer program items
Have a completed Trainer Bonus Item
With last 7 days
Are in role as a barista or shift supervisor
Are in US
Barista Trainer program is completed
Has a matching partner number from LMS
to HRIS
Is in a payable employment status
Partners are organized to a
different store in the LMS
Partners are organized to a
different store in the LMS
Partners who have not completed
all four modules
Partners are organized to a
different store in the LMS
Partners who are not certified as
barista trainers in the LMS
Partners are organized to a different
store in the LMS
Partners who are not certified as
barista trainers in the LMS
Workflow Step Causes of Fall Out Visibility to Fall Out
Existing LMS Error Prompt
Existing LMS Error Prompt
Existing LMS Error Prompt
Ineligibility Report
Disbursed by PRO Reporting to
PRM Audience
Winshuttle Error Output
SAP Payroll Error Reporting
Resolved via SM by PRO S&S
Submitted partner number doesn’t
exist in SAP
Partner’s are in non-payable status
Partner is incorrectly organized in the
HRIS
The HRIS & LMS are desynchronized
SM attempts to train a borrowed partner
as an BT
SM failed to compete data entry
Partner is no longer in role as a barista or
shift supervisor in the LMS when the
report runs
Partner has separated prior to processing
of Trainer Bonus
Partner is incorrectly organized in the
HRIS
The HRIS & LMS are desynchronized
SM attempts to train a borrowed partner
as a BT
Partner is incorrectly organized in the
HRIS
The HRIS & LMS are desynchronized
SM attempts to pay a borrowed BT from
the borrowing store
BONUSED
4. Certified Barista Trainer 11/19/2014
Devon Goda, Global Business Enablement
4
Partner Experience Investments (Formerly Project Wizard)
Business Execution Process
Phase I - Conceptual Reporting Process
PROCESS EXECUTION PRODUCTS
BUSINESS INTELLIGENCE SUITE
Training
Completion
Data
Partner
Data
Org
Data
Retail
Operations
Leadership
Bonus Payroll
Data
Recovery
Effort Data
Excel Report
of Eligible
CBT Bonuses
Excel-base
Analytics
(e.g.: Power
Pivot)
Existing Profit
& Loss Report
Program
Owner
Program Success KPIs
Adoption Rate
Success Rate
Recovery Impact
Exception Share
Store &
District
Managers
Data
Warehouse
Solution
Report
Builder
Data
Analyst
Excel Audit
Report of
Over
Payments
PRO S&S
Actioned into
Payroll Record
Actioned as
Coaching
Retail
Operations
Store Labor
Impact
Excel Report
of Unpaid
Bonuses