StarbucksMaintenance Dept. Skills Gap Analysis Final Report

Process OverviewEDSI, Starbuck’s, the South Central

Workforce Investment Board, and Mantec, Inc, have been working together to gather information about the skills necessary to be successful in a variety of maintenance job functions. Reports of statistical data have been provided to Starbuck’s to help improve, develop, and delivers specific and focused training that creates a positive impact in the Maintenance Department and at the Starbuck’s York Roasting Plant overall.

Background

The first step toward developing a skills gap analysis was conducting an Organizational Analysis. This consisted of a plant tour led by Cory De Angelo and Mannix Downey (Starbucks 1st shift Maintenance Supervisor). Information was gathered on the overall manufacturing process, and the role of different machines and partners throughout the process. Various machine types and systems were identified during this process.

Background continued….

EDSI’s goal was to create detailed task lists for Starbuck’s three maintenance job classifications: Technician, Mechanic, and Automation Specialist. Copies of existing job descriptions were shared early in the process and these documents, along with observations from the Organizational Analysis tour, formed the basis for questions asked of the Subject Matter Experts (SMEs).

Background continued……

On March 1st, EDSI interviewed three SME’s at the Roasting plant: Justin Ward (technician), Terry Webber (mechanic), Tod Holderegger (mechanic) and John Wills (automation specialist). These interviews were conducted in and around various work areas, so EDSI was able to see first hand many of the tasks being identified. During the interviews various job related documentation such as PM Schedules were also gathered.

Background continued…… Based on the notes from the Organizational

Analysis, SME interviews, and job related documentation, EDSI created a Draft Task List. This list was sent to Starbucks for review and was formatted so tasks could be added, modified, moved or deleted.

During a second visit to the plant on March 24th, EDSI reviewed the draft task list with several Starbucks managers and engineers. Several changes were made and additional areas to develop were identified. Through additional time spent with SME’s during the day, all needed changes to the task list were made.

Background continued……

The final task list encompasses all three job descriptions and included 667 tasks divided into 55 responsibility areas.

Skill Gap Analysis Reports

Twenty maintenance partners participated in the Skills Gap Analysis. The distribution was broken down as follows:

1st Shift had 7 participants 2nd shift had 6 participants 3rd Shift had 7 participants

Of those participating, the breakdown of their roles is as follows:

4 Technicians 14 Mechanics

2 Automation Specialists

Skill Gap Analysis Methodology

All participants were asked to self assess their ability on a scale of 0-4 as indicated below:0 – You are unaware of this task, or don’t understand what it means

1 – You are aware of this type of work, but could not perform the

task2 - You are able to perform this type of work with some assistance or

supervision 3 – You are able to perform this type of work competently on your

own4 – You are able to instruct others in this type of work

Equipment Diagnosis and Repair

1 2 3 4 5 6 7 8 9 10 11 12 13 14

Technican

Auto Specialist

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

Tasks

Equipment and Machine Diagnosis and Repair

Technican

Mechanic

Auto Specialist

1. T & R Air Compressors 8. T&R Palletiziers2. T& R Pumps 9. T&R Chall Collections Systems 3. T&R Packaging Mach. 10. T&R Grinders4. T&R Case Packers 11. T&R Green Bean Loading Mach.5. T&R Roasting Mach. 12. T&R Dock Levelers6. T&R Conveyor Sys. 13. T&R Scales7. T&R Stretch Wrappers 14. Maintaining Pneumatic Systems T&R = Troubleshoot and Repair

Automation, Computing, Networking, and Electronics

1 2 3 4 5 6 7 8 9 10 11 12 13 14

Technician

Auto Specialist

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

Automation, Computing, Networking, and Electronics

Technician

Mechanic

Auto Specialist

1. Performing basic Netw orking and computing 8. Interpreting Softw are Schematics2. Understanding Electrical Symbols and Schematics 9. Interpreting Logics Gates and Diagrams3. Calibrating and Adjusting Precision Instruments 10. Troubleshooting and Maintaining PLC's4. Revising Softw are for PLC's and other Control Units 11. Understanding Operation of PLC Communications5. Installing and Repairing Hardw are for Oper. Comp. 12. T&R of Electronic Circuitboards and Electronic Devices6. Troubleshooting Graphical Interfaces 13. Using Tools and Electronic Meters7. Maintaining Databases 14. T&R of Variable Frequency Drives

Preventative Maintenance

1 2 3 45 6

78

Technician

Mechanic

S30.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

Preventative Maintenance

Technician

Mechanic

Series3

1. PVM Packaging machines and case formers2. PVM Maintenance of Roasting Machines3. PVM Conveyor Systems4. PVM Shrink Wrappers5. PVM Palletiziers6. PVM Chaff Collection Systems7. PVM Grinders8. PVM Green Bean Loading Machines

Machine Shop Tasks

1 2 3 4 5 67 8

910

Technician

Mechanic

Auto Specialist

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

Machine Shop Tasks

Technician

Mechanic

Auto Specialist

1. Fabricating Emergency Repair Parts and Tools2. Performing Welding, Burning and Soldering Tasks3. Designing and Planning Machine Work4. Operating Drill Presses5. Operating Grinding Machines6. Operating Milling Machines7. Operating Pow er Saw s8. Operating Presses9. Performing Metalw ork Operations10. Performing Mathematical Calculations and Machining

Electrical Maintenance

12

34

56

Technician

Mechanic

Auto Specialist0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

Electrical Maintenance

Technician

Mechanic

Auto Specialist

1. Read and Interpret Multimeters2. Understand Electrical Symbols and Schematics 3. Inspecting Electrical Parts and Components4. Maintaining Electrical Parts and Components5. Installing or Replacing Wiring and Components6. Maintaining Motor Components and Controls

Mean Skills Differential by Shift

12

34

56

First Shif t

Third Shif t

Second Shif t0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

Mean Skills Diff erential by Shift

First Shif t

Third Shif t

Second Shif t

1. Equipment and Machine Diagnosis and Repair

2. Preventative Maintenance

3. Electrical Maintenance

4. Automation, Computing, Networking and Electronics

5. Machine Shop Tasks

6. Miscellaneous Tasks

Overall Findings

When analyzing the data, there are clear areas of strength among the maintenance work-force. In general there were high scores in the categories of:

“Equipment and Machine Diagnosis and Repair”

“Preventative Maintenance”

Overall Findings continued…..

Further analysis of the data indicated that there were several areas of general weakness and scores were generally lower among all shifts and job titles in the following areas:

“Electrical Maintenance”“Automation, Computing, Networking

and Electronics”

Overall Findings Continued….With regard to shift and positional

differences in scores, the second shift had the overall highest scoring across the board. Although, there still exists a general weakness in the general categories of “Machine Shop skills”, and “Automation, Computing, Networking and Electronics”, the second shift had the overall greatest mean scores in all categories. Overall, the Automation Specialists tended to score higher in all categories which should be somewhat expected.

Overall findings continued…..The most significant findings are found by

reviewing the raw data by individual and shift.

The raw data indicates the areas of training most specific to the core attributes of each shift and individual worker.

From this data we can extract a comprehensive organizational training plan and train specifically to the individuals and teams needs.

Overall findings continued…..

Shift comparisons

The second shift tended to have slightly higher scores in most responsibilities. This is most likely due to the ability to transfer information and training from the first to the second shift and the second shifts freedom to attend training during the normal working hours.

Overall findings continued….

Job Title ComparisonsMechanics scored higher on average

than technicians, scoring highest in “Machine Diagnosis and Repair” and “Machine Shop Tasks”

Automation Specialist had the highest scores overall specifically in the areas of “Electrical Maintenance” and “Automation, Elect., etc..

Technicians were strongest in the “Preventative Maintenance” category.

Overall findings continued….

Review of the overall raw data by shift and position is the baseline for an ongoing Organizational Training Plan and will add the greatest value to the department and organization.