starbucks coffee company emergency response in multi-unit retail stores november 7, 2007

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 “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 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


19991999Seattle WTO Seattle WTO ConferenceConference

20012001Nisqually Nisqually

EarthquakeEarthquake

20012001September 11September 11

It Happens Here


Natural Disasters

KatrinaKatrina

Nisqually Earthquake Feb. 2001Nisqually Earthquake Feb. 2001 Tsunami –Patong Thailand Dec. 2004Tsunami –Patong Thailand Dec. 2004

VirginiaVirginia


Man Made Incidents


Sidamo Prayer Campaign Launches With Exorcism And Arrest

Astor Place, NYC, 2/4/07

Protests & Civil Disorder


If not here, then next door!

London 2005

Jakarta 2004


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


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


Global Plans

Facility Displacement Pandemic Crisis Communication IT Recovery Supply Chain Critical Incident Response


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


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


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


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


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


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.


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


Communications


Communication Hotline


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


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


Retail North America & Canada Florida Stores

Miami Stores Tampa Stores

District 613 Stores District 608 Stores




1

1 2

3 4

2

1

3

2

4

1

Communication Hotline Activation


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


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


Thank you for all you do & provide!


Rick Gipson

director, US Partner & Asset

Protection

[email protected]

206.318.6647


starbucks coffee company emergency response in multi-unit retail stores november 7, 2007

Documents

us company

starbucks site operations

secure assets

recovery of critical

normal operations

week locations

temporary locations

emergency responsedevelop