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Copy of Balanced Scorecard
Transcript of Copy of Balanced Scorecard
Starbucks Coffee Company
by: Louie Gene D. Bundoc
April 23, 2012
Table of Contents
History of Starbucks
Starbucks has always been a place where you can find the world’s best coffees. But in 1971, you would have had to travel all the way to their only store in Seattle’s historic Pike Place Market.
First Starbucks opens
Howard Schultz joins Starbucks
Starbucks expands beyond Seattle,
first to the rest of the United States, then
the entire world.
The Starbucks phenomenon continues. As of this writing, Starbucks has more than 15,000 locations in over 40 countries. In addition to our excellent coffees and espresso drinks, people now enjoy for Tazo® tea and Frappuccino® blended beverages.
The first Starbucks opened in Seattle, Washington, on March 30, 1971 by three partners: English teacher Jerry Baldwin, history teacher Zev Siegl, and writer Gordon Bowker.
The three were inspired by entrepreneur Alfred Peet (whom they knew personally) to sell high-quality coffee beans and equipment. The name is taken from Moby-Dick; after the name Pequod was rejected by the other co-founders. The company was instead named after the chief mate on the Pequod, Starbuck.
The mission of Starbucks is to establish Starbucks as the premier purveyor of the finest coffee in the world while maintaining our uncompromising principles while we grow.
To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.
International company with strong brand equity -- 9,000 cafes in almost 40 countries
Extremely profitable organization
Fortune Top 100 Companies to Work For in 2005
Large Focus on expansion
Expensive product pricing
Developing other products and services that can be retailed in their cafes
Constantly introducing new products
Competitors: Dunkin Donuts Coffee, McDonald’s McCafe
Market trends – healthy lifestyles
Competition: street carts, supermarkets, other caffeine-based products
Innovation and Learning
•YoY net revenue growth
•YoY Operating Margin
•Revenue per employee
Make a Meaningful
Contribution to the
•Measure % of net revenue
going to community
•Percent total sale of new products
•In Store audits
•Number of returned drinks
•Number of complaints
•Number of projects/month
•Number of volunteer hours/month
Minimize Solid Waste
•Number of customers using their own mug
•Internal audit of solid waste
•Percentage of products packaged in
•Randomly take temperatures of hot drinks
•Test employees product knowledge
Maintain a Clean,
•Perform and document cleaning and
maintenance inspections hourly
•Injury rate per hours worked
•Test scores on completed training units
•Number of products tested
•Number of training sessions completed
•Number of employee suggestions
•Employee work referrals
•Length of employee tenure
•Percent employee absenteeism
•Employee satisfaction surveys
History of Starbucks