Lean Innovation Lab Starbucks Coffee Company
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Lean Innovation Lab Starbucks Coffee Company
?2011 Starbucks Corporation. For internal use only. All rights reserved.
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Lean Innovation Lab ? Story
2008
"Houston; We have a problem"
? Go See ? Quality ? Customer Service ? Pace
Stabilize the Work
? Standard Work ? Milk Routine ? Beverage Routines ? Brewed Coffee Routine
Prepare For Change
? Learning ? Planning ? Influence
Deployment Principles
? Problem Solving ? Principle Based
Improvement
A System of Work
? Role Clarity ? Routines ? Work Balancing
2012
Back to Basics
? Partners ? Waste
Consciousness
"Letting Lean Out" At Starbucks
Starbucks Lean Innovation Lab contributes to Starbucks' Success by enabling rapid learning and innovation cycles which deliver value to the Partner, Customer and the Business
Reduces Partner Burden Elevates Partner Experience
through Engagement
Partner
Customer
Makes it Easier to Be a Customer
Enables a more consistent Customer Experience
Create More Value in the Customer Experience
Business
Create Capacity to Serve More Customers Standardize Work Method Remove Waste
Starbucks Lean Innovation Lab
2009 Hypothesis: A flexible, dedicated Lean Operations Lab that is accessible and functional will allow Starbucks to effectively develop and test hypotheses for store routines and a full operating system while influencing decision makers and other functional groups within the organization
Objective: To quickly develop, test, validate, and effectively deliver a new operating system to our stores that improves the customer experience?
? Learn from our Partners: ? Leverage the insights and creativity of our partners to drive improvement ? Bring together cross functional teams to solve problems
? Develop testable hypotheses ? Rapid iterations of experiment cycles to design method of work and inform the Store engine/layout ? Cheap, Creative, Flexible
? Make the work visible / demonstrate work: ? Platform to exhibit innovation ? Influence other groups/work ? Gain support and alignment ? Influence Lean as the way we work in our stores
Innovation Lab Engagements FY'12 Partners Engaged : 945 Engagements Completed: 40
?2011 Starbucks Corporation. For internal use only. All rights reserved.
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