Starbucks Coffee Company

1
Starbucks Coffee Company Emergency Response in
Multi-Unit Retail
Stores November 7, 2007
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Starbucks Beginnings
Pike Place Seattle 1971
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Starbucks Today
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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

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Starbucks Today
Canada
United Kingdom
Russia
United States
Continental Europe
Korea
China
Middle East
Mexico
Japan
Thailand
Egypt
Taiwan
Malaysia
Philippines
Chile Peru Brazil
Indonesia
Singapore
Australia
New Zealand
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It Happens Here
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Natural Disasters
Nisqually Earthquake Feb. 2001
Tsunami Patong Thailand Dec. 2004
Virginia
Katrina
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Man Made Incidents
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Protests Civil Disorder
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If not here, then next door!
Jakarta 2004

• London 2005

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Mission Statements

• Partner Asset Protection
• Protect People, Secure Assets, Support Mission

• Business Continuity
• Lead the organization in preparing for,
  responding to, and recovering from large-scale
  business disruptions to protect our partners,
  customers, assets and brand integrity

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Global Comprehensive Program
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.
International Operations Program
Administration Training and Awareness
Plan for the recovery of critical IT assets
including, network, hardware, and data to meet
RTO/RPO requirements. I.T. Disaster Recovery
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Global Plans

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

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Critical Incident Response - Snapshot

• 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

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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

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Planned Evacuation Hurricane Response Protocols

• 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

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Store Resources

• Evacuation Procedures
• Weekly Schedule
• What to do during after an evacuation
• Important Numbers
• District Manager
• Local PAP 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)

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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

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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.

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Leadership Resources

• 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

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Communications
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Communication Hotline
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Communication Hotline
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Communication Hotline Activation
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Communication Hotline Activation
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Test, Practice Benchmark

• Conduct annual communication test
• Conduct annual table top exercises
• Benchmarking

• Enterprise BCM Status of Business Continuity
  Program (1)
• Which of these statements best describes the
  current state of your organizations business
  continuity management program?

• Enterprise BCM Crisis Management Planning (1)
  Which of these statements best describes the
  current state of your organizations crisis
  management plan?

(1) Survey - Deloitte ContingencyPlanning.com
2006
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Notification System
US Canada Store Notification Exercise September
20
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Thank you for all you do provide!
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Rick Gipsondirector, US Partner Asset
Protectionrgipson_at_starbucks.com206.318.6647
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