starbucks coffee company emergency response in multi-unit retail stores november 7, 2007
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Starbucks Coffee Company
Emergency Response in
Multi-Unit Retail Stores
November 7, 2007
Starbucks Beginnings
Pike Place Seattle 1971
Starbucks Coffee Company Confidential & Proprietary
Starbucks Today
Starbucks Coffee Company Confidential & Proprietary
Starbucks “By the Numbers”
Partners (employees) 160,000 + Partners 15 – 20 Partners per store
300 New Hires Each Week
Locations 41 Countries 6,855 US Company Operated Stores 14,396 Stores Worldwide Open Approx. 5 Stores Per Day (globally)
Business 50 + million customers per week
Starbucks Coffee Company Confidential & Proprietary
Starbucks Today
United Kingdom
Japan
Singapore
Philippines
TaiwanThailand
NewZealan
d
Malaysia
China
Middle East
United States
Australia
KoreaContinental Europe
Indonesia
Canada
Mexico
Chile Peru
Brazil
Egypt
Russia
Starbucks Coffee Company Confidential & Proprietary
19991999Seattle WTO Seattle WTO ConferenceConference
20012001Nisqually Nisqually
EarthquakeEarthquake
20012001September 11September 11
It Happens Here
Starbucks Coffee Company Confidential & Proprietary
Natural Disasters
KatrinaKatrina
Nisqually Earthquake Feb. 2001Nisqually Earthquake Feb. 2001 Tsunami –Patong Thailand Dec. 2004Tsunami –Patong Thailand Dec. 2004
VirginiaVirginia
Starbucks Coffee Company Confidential & Proprietary
Man Made Incidents
Starbucks Coffee Company Confidential & Proprietary
Sidamo Prayer Campaign Launches With Exorcism And Arrest
Astor Place, NYC, 2/4/07
Protests & Civil Disorder
Starbucks Coffee Company Confidential & Proprietary
If not here, then next door!
London 2005
Jakarta 2004
Starbucks Coffee Company Confidential & Proprietary
Mission Statements
Partner & Asset ProtectionProtect People, Secure Assets, Support
Mission
Business ContinuityLead the organization in preparing for,
responding to, and recovering from large-scale business disruptions to protect our partners, customers, assets and brand integrity
Starbucks Coffee Company Confidential & Proprietary
International Operations – Program Administration – Training and Awareness
Business Recovery
Plan and implement procedures to restore
Starbucks site operations at
temporary locations and recover normal
operations.
Emergency Response
Develop, implement and test policies, procedures and
actions to be followed in the event of an
emergency.
Plan for the recovery of critical IT assets including, network, hardware, and data
to meet RTO/RPO requirements.
I.T. Disaster Recovery
Global Comprehensive Program
Starbucks Coffee Company Confidential & Proprietary
Global Plans
Facility Displacement Pandemic Crisis Communication IT Recovery Supply Chain Critical Incident Response
Starbucks Coffee Company Confidential & Proprietary
2004• Hurricane Ivan & Charley• G8 Summit• Tsunami
2005• UK Transit Bombings• Southern California Fires• NY Transit Strike
2006• Civil Protests• Spinach Withdrawal• Boil Water Alerts• East Coast Flooding
2007• Northwest / Denver Weather• Virginia Tech• New York City Steam Explosion• Minnesota Bridge• Southern California Fires
Critical Incident Response - Snapshot
j
Starbucks Coffee Company Confidential & Proprietary
Store Preparedness
Follow the guidance of civil authorities In store supplies
First Aid Kit provided (with re-order instructions) All Hazards “Go” Bag (with re-order instructions) Emergency Evacuation Packet
In store plan documents Planned Evacuation
Shut down procedures Re-opening procedures
Emergency Evacuation Protest & Civil Disorder Plan
Starbucks Coffee Company Confidential & Proprietary
Pre-Storm Preparation Checklists (starting 5 days out)
Communications Guidelines
Store Closing Preparations
Store Reopening Criteria
Media Relations Guidelines
Partner/Red Cross/Government Contact Information
Planned Evacuation: Hurricane Response Protocols
Starbucks Coffee Company Confidential & Proprietary
Evacuation Procedures Weekly Schedule What to do during & after an evacuation Important Numbers
• District Manager • Local P&AP Partner
Partner Contact List Store Property Assessment Checklist
All Hazards Emergency “Go” Bag Battery Operated Flashlight Battery / Wind-up AM / FM Radio Battery Operated Lantern High Pitched Whistle 2 Six Hour Glow Sticks 2 Mylar® Thermal Blankets 3 Pair of Additional AA batteries (unopened)
Store Resources
Starbucks Coffee Company Confidential & Proprietary
Store Resources
Emergency Evacuation Packet content: Meeting locations identified (not other Starbucks)
Primary meeting location (at least 300’ or 2 blocks distance)
Secondary meeting location
Contact information Hospital/medical facility location & contact number Local leadership contact numbers Corporate reporting contact numbers Partner home/cell phone numbers Out of area of contact phone number
Store property checklist Condition assessment upon return
Starbucks Coffee Company Confidential & Proprietary
Protest Preparedness
Successful Practices: Be sure your store is well stocked with Incident Reports.
Remove all loose objects from the exterior of the store ( i.e. – patio furniture, rocks, planters, garbage cans, etc.)
Build in transportation contingencies.
Stay apprised of the details and consider having a radio in the store in the event of a public announcement, such as a curfew.
Make sure all partners have their Partner Cards and a photo I.D. with them when traveling to and from work.
Remove Customer Comment Cards.
Starbucks Coffee Company Confidential & Proprietary
Emergency Management Council
Core Crisis Team
Local Response Team
General Incident Preparedness•Protest Preparation & Response•Boil Water Activities•Severe Weather
Store Evacuation Guidelines
Emergency Communications
Partner Resources Information
Government Resources
Contact Information
Leadership Resources
Starbucks Coffee Company Confidential & Proprietary
Communications
Starbucks Coffee Company Confidential & Proprietary
Communication Hotline
Starbucks Coffee Company Confidential & Proprietary
2 4 51
Starbucks Communication
Hotline
Licensed Store Starbucks
Coffee International
Retail North America &
Canada
Roasting Plants
Starbucks Support Center
Carson Valley YorkKentStarbucks Support Center
83 King Street
3
Communication Hotline
Starbucks Coffee Company Confidential & Proprietary
1
Starbucks Communication
Hotline
Retail North America & Canada
Baton Rogue Stores
2
Texas Stores
New Orleans Stores
Florida Stores Louisiana Stores
Miami Stores
Tampa Stores
Corpus Christi Stores
San Antonio Stores
1
2
1 1
22
21 3
All Other RNA Partners “There is no activity to
report at this time”
Communication Hotline Activation
Starbucks Coffee Company Confidential & Proprietary
Retail North America & Canada Florida Stores
Miami Stores Tampa Stores
District 613 Stores District 608 Stores
District 606 Stores District 652 Stores
District 415 Stores District 438 Stores
District 416 Stores District 422 Stores
1
1 2
3 4
2
1
3
2
4
1
Communication Hotline Activation
Starbucks Coffee Company Confidential & Proprietary
Test, Practice & Benchmark
Enterprise BCM – Status of Business Continuity Program (1)Which of these statements best describes the current state of your organization’s business continuity management program?
Alternative Reponses 2005
An enterprise-wide business continuity management program has been established for all critical functions.
41.8%
Business Continuity Plans have been developed and documented for most critical business functions
28.2%
Business Continuity Plans have been developed and documented for a limited number of business functions.
13.6%
Business Continuity Plans are currently being developed
10.6%
Business Continuity Plans have not been developed or documented
5.9%(1) Survey - Deloitte & ContingencyPlanning.com 2006
Enterprise BCM – Crisis Management Planning (1) Which of these statements best describes the current state of your organization’s crisis management plan?
Alternative Reponses 2005
An enterprise-wide business continuity management program has been established for all critical functions.
7.0%
Crisis management and emergency response team plans are developed and tested annually.
34.4%
Crisis management and emergency response team plans are informal and partially tested.
15.0%
Crisis management and emergency response team members are identified and a crisis command center has been established.
23.1%
Responsible executives are identified but there is no formal crisis management plan or assigned roles and responsibilities.
20.5%
Conduct annual communication test Conduct annual table top exercises Benchmarking
Starbucks Coffee Company Confidential & Proprietary
First Call Second Call
Third Call Summary
Stores Called
7136 2017 836 7136
Qualified 5119 1181 318 6618
Outliers 2017 836 455 455
Time for calls
1 Hr. 18 Min
28 Min 10 Min 1 Hr. 56 Min
Success Percentage
72% 59% 38% 94%
Notification System
US & Canada Store Notification Exercise September 20
Starbucks Coffee Company Confidential & Proprietary
Thank you for all you do & provide!
Starbucks Coffee Company Confidential & Proprietary
Rick Gipson
director, US Partner & Asset
Protection
rgipson@starbucks.com
206.318.6647
Starbucks Coffee Company Confidential & Proprietary
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