provement internally, so that our people are
equipped to deal with customers differently,”
she explained. “The customers have changed
so much, even in the last 15 years … so we
need to equip our people to be able to man-
age that. It’s all about getting your employees
in the right mindset to be able to put them in
front of your customers.”
Training initiatives, a new performance man-
agement program, improved communication
strategies and employee engagement surveys
are among the tools used to build a strong
team company-wide. So far, results have shown
a seven-per-cent increase in employee survey
participation in the past year alone, and it re-
flects a positive trend among staff who are in-
creasingly engaged in providing feedback.
Kramer has also launched a leadership develop-
ment program that provides training for all super-
visors and managers, developed an orientation
program for new hires and are halfway through
the rollout of a system that will handle payroll
and human resources services, McCrum said. No
small feat for a company with a staff of 515, they
also introduced a pay-for-performance system
and a new formalized salary structure this year.
DEC 2014
H
business elite canada 97
