This case is about the racial bias training conducted by Starbucks Corporation (Starbucks) on May 29, 2018, at its 8,000 stores across the US. Over 175,000 partners participated in the program. The training was necessitated by an incident of racial discrimination at one of the Starbucks stores in Philadelphia, US. Starbucks collaborated with leading civil rights experts, anti-bias training experts, and minority rights experts for developing the racial bias training program. The four-hour training program was a mix of training videos, pen-paper exercises, group discussions, and team activities. Starbucks’ decision to conduct the training program by shutting down all its stores in the US for a day, as well as the training program itself, elicited mixed reactions from its employees as well as industry observers. While some praised the company, others questioned whether a four-hour training program was enough and whether it was really effective..

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Issues

The case is structured to achieve the following teaching objectives:

	Understand the concept of customer value proposition and issues related to racial discrimination at the workplace.
	Analyze the various factors which influence the training needs of an organization.
	Understand the issues in designing a training program and examine the methodology and tools used to deliver a training program.
	Understand the importance of evaluating training programs.

Contents

INTRODUCTION

BACKGROUND NOTE

CUSTOMER VALUE PROPOSITION

THE INCIDENT

INCIDENTS IN THE PAST

TRAINING CULTURE AT STARBUCKS

PREPARING FOR THE RACIAL BIAS TRAINING

Keywords

Training Need Analysis,Sensitivity training,Racial anxiety,Racial Bias Training,Training Need Analysis,Diversity Training,Racial Discrimination,Anti-Bias Training,Evaluation of Training,Training design,Minority Rights at Work Place,Training and Development,Customer Value Proposition,Stroop test,Inclusion"

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