PSY6B
PSY-CAFE
IO FINAL GROUP PRESENTATION
GROUP 6
MAY 20 2025
AGUILAR, CALISIN, CRUZ, JORDAN, VARGAS
Job JOB Performance Training
analysis INTERVIEW evaluation program
Job summary SBO dimensions raters Title
Task statements SBO questions Dimensions Rationale
Job Competencies Rating scheme evaluation tools OUTLINE
Internal equity
JOB POSITION:
BARISTA
GROUP 6
JOB
ANALYSIS
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JOB
SUMMARY
JOB DESCRIPTION:
The barista position involves delivering frontline customer
service, primarily focused on preparing and serving coffee
and other beverages. The role includes taking orders,
handling payments, product promotion, organizing and
checking inventory, maintaining cleanliness, and delivering
excellent customer service together with other baristas. A
barista must also ensure beverage quality and consistency
while fostering a welcoming and positive environment for all
consumers.
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TASK
STATEMENTS
TEMPORAL RANKING
Rank 1: 3.75 Rank 2: 3.5
1. Check the machines. [Link] the milk quantity.
[Link] the supplies. 2. Calibrate the taste of coffee.
[Link] of the store. [Link] with customers.
[Link] the syrups.
[Link] cleanliness. Rank 3: 2.5
[Link] daily profit. 1. Recording percentage of milk
[Link] daily expenses. used.
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JOB
COMPETENCIES
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internal equity
GROUP 6
JOB
INTERVIEW
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SBO
DIMENSIONS
DIMENSION 1
Customer Service Skills
The ability to provide helpful, respectful, and solution-oriented
service to customers in past experiences.
PRIMARY QUESTION:
You mentioned working at a cafe before, can you describe a time a
customer had a complaint or was dissatisfied? How did you handle it to
turn the situation around?
DIMENSION 2
Teamwork
The ability to cooperate and work effectively with others in a team
setting to support shared goals.
PRIMARY QUESTION:
Can you describe a time when you have to coordinate with your
coworkers during your busy shift or when you are short on staff? What
actions did you take and how did it help your team?
DIMENSION 3
Adaptability
The ability to adjust to sudden changes or challenges and find
practical solutions.
PRIMARY QUESTION:
Is there a specific instance when there is a protocol or unexpected
instances of machines being down or crashed?
DIMENSION 4
Time Management
The ability to prioritize tasks and manage time effectively to meet
deadlines and handle pressure.
PRIMARY QUESTION:
Tell me about a time when you had to manage multiple tasks or orders
at once. How did you prioritize and handle your tasks?
DIMENSION 5
Attention to Detail
The ability to thoroughly and accurately process details, ensuring
that all aspects of a task are completed with precision
PRIMARY QUESTION:
Is there a time when you have to follow a drink order with specific
customer instructions exactly or checking allergen information makes a
difference in your work?
RATING SCHEME FOR SBO
GROUP 6
PERFORMANCE
EVALUATION
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RATERS
RATERS
They oversee daily operations and ensure that tasks are
manager completed according to company standards. managers are well-
positioned to evaluate whether the barista is consistently doing
their tasks and maintaining equipment properly.
Co-workers are those people who work closely with the barista
COWORKER
during daily operations. They have first-hand insight into how
the barista manages routine tasks, such as checking milk levels
or ensuring machines are cleaned and functioning properly.
Customers are essential evaluators for barista. While they may
not directly observe tasks like checking machines or measuring
CUSTOMER milk, they experience the outcomes of those tasks—such as the
taste and quality of drinks, the speed of service, and the
cleanliness of equipment.
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PERFORMANCE
DIMENSIONS
DIMENSIONS
COMPETENCY-FOCUSED TASK-FOCUSED
1. Engagement Skills 1. Drink preparation accuracy
2. Coffee Making Expertise 2. Efficiency Under Pressure
3. Cash handling proficiency 3. Inventory Management
GOAL-FOCUSED TRAIT-FOCUSED
1. Correctly prepare orders 1. Team player
2. Order Fulfillment Time 2. Detail oriented
[Link] Machine Operation 3. Adaptable
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PERFORMANCE
EVALUATION TOOLS
Manager
Manager
Manager
Manager
Manager
Manager
Manager
coworker
coworker
coworker
Customer
Customer
Customer
Customer
GROUP 6
TRAINING
PROGRAM
BARISTA SKILLS DEVELOPMENT
AND TRAINING PROGRAM
RATIONALE:
This training program is designed to strengthen the core competencies of
baristas in the areas of clerical, sales, and customer relations duties. These
three functional areas are vital to the smooth operation of a café and the
delivery of a consistent, high-quality customer experience. By integrating these
components into a structured training program, baristas are empowered to
perform their roles more effectively, contributing to a more organized
operation, increased sales, and a positive, service-oriented customer
environment.
THANK
YOU
PSY6B GROUP 6