LAVINIA CHEN

LAVINIA CHEN
Learning and development manager,
Starbucks Coffee Singapore

The continuing growth of Starbucks in Asia, as seen in the new branches opening and new product lines being introduced, is proof that the company is effectively reinventing itself, which explains the need for continuous L&D for all staff. Lavinia Chen is helping to sustain this with her work as L&D manager. For the past 12 months, she has been implementing a comprehensive L&D plan, with the following key initiatives: a comprehensive training needs survey for all 700 full-time partners; a retail training guide presenting career pathways and training programs; a learning management system for automation of training registration and tracking; and a leadership program for high potentials, which involves regular group discussions and mentoring sessions. Thus far, these initiatives have led to a 20% quarter-over-quarter increase in the number of barista trainers, as well as improvements in new-hire success rates.