When you walk into a Starbucks and see the rush of activity on the other side of the bar, it often seems like complete chaos. However, if the store is operating efficiently, you’ll rarely wait for a cup of coffee longer than 3 minutes. As a current Starbucks employee, what looks like chaos on the outside is actually one of the greatest examples of even labor distribution and knowledge specialization I’ve ever seen! With the team working as a unit, and each employee working their specific station efficiently, a customer’s order can go from the register to the coffee bar to the customer’s hand in the shortest time possible. Starbucks is a great example division of knowledge and specialization on a local level.
Depending on the location and menu, there are around one hundred different drink options spread out over five to six prep stations, run by a team of about two to three employees per station. After being trained on how to operate each station, each employee will eventually be put on one to two stations that they can operate the best, which an example of specialization. It’s only through specialization, employees being placed at a station they can operate the most efficiently, that Starbucks as a whole can operate at max efficiency. The biggest concern will always be being understaffed. If you’re ever at Starbucks and your coffee is taking forever, it’s likely because there’s either one person making all the drinks, or the employees working aren’t aiding each other in finishing the orders. If one person is having to operate multiple stations at once, the efficiency is obviously going to plummet. Starbucks prospers off the saying “many hands make light work.”
Most importantly, Starbucks’s efficiency skyrockets through division of knowledge. When I first started, I was trained on the basics every station, but I specialized and knew my way best around one or two specific stations. Such is the case with every employee. We’re more knowledgeable and therefore skilled on specific stations than other co-workers but are also capable of covering each other’s backs on other stations if need be. General and specific knowledge and training complement one another. Once again, this shows the importance and benefits of division of knowledge. When a Starbucks team is properly distributed around the stations, and employees are working the station where they are most knowledgeable and efficient, it barely feels like work. Even on a local level the principles of specialization and knowledge distribution are found, and a great way to see it in action it through a cup of coffee at Starbucks.
I have to agree with how well specialization works in the customer service industry. I used to work at a restaurant and when employees were all doing their specific jobs, everything moved smoothly. However, when certain stations fall short or stop working everything falls behind and customers begin to get angry. Each employee needs to work their tasks in order for the final product to reach the consumer in a time efficient manor.
As a fellow coffee lover, I appreciate this post! Specialization of labor is a cornerstone of our economy, so I think it's very important that we recognize it even on a smaller level. It's also great to see division of knowledge on a smaller level! All in all, Starbucks knows how to make a mean cup of coffee!