Book review: "Steady Work," by Karen Gaudet
Markovitz Consulting
APRIL 7, 2020
Gaudet traces Starbucks’ budding lean journey with its “A Better Way” program in 2009, to its full flower with “Playbook” in 2011, and (sadly) to its eventual abandonment around 2015. Store managers naturally chose some best practices and ignored others. Critically, the Playbook was made by each manager at their specific store.
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