加東版 2023 第十一期
物超所值，加入價值觀
高性價比，讓顧客滿意
親愛的夥伴們：
我們有10大價值觀，是經營T&T的信念。我常問同事最喜歡哪一個，好多人選的都不一樣，有人選「樂在工作開心生活」，有人選「顧客至上」，每個人因部門不同都會有自己的角度，不一而足。而我呢，你猜我最喜歡哪一個？我最喜歡「謙卑有禮貌」。
為什麼呢？因為它是我們贏的文化的根本。當我們戴著T&T名牌、穿著T&T綠T恤時，它是我們服務顧客、供應商和同事的基本態度。T&T是加國最大最好的亞洲超市，而當我們是最大最好時，很容易變得傲慢。曾有供應商說打電話給我們都不接，這不是T&T的風格。
T&T的風格，就是謙卑有禮貌。在上一期Newsletter我就鼓勵大家，要謙卑虛心向同業學習，到訪競爭店，都要找到值得學習的地方，讓我們變得更好。此外，在員工餐廳用餐後絕不留下殘餚等別人清理、使用洗手間保持清潔，在任何場合都懂得尊重別人。
而這10大價值觀，有沒有遺漏什麼重要的東西？有，那就是「物超所值」，我們非常重視但它卻不在價值觀裡。而公司的價值觀是不適合輕易更動的，所以我一直猶豫。可是近幾年全球食品價格飆升，我認為現在是時候，把物超所值，加入到我們的價值觀中了。
你可能聽過親戚朋友說，或在社交媒體上看到，說T&T的東西有一點兒小貴。我很不喜歡聽到有人這樣說。我們都希望客人走進店裡有一個美好的體驗、不想成為一家東西貴的超市，都希望客人覺得物超所值、性價比高，東西不但品質好，而且買得很心甜。
雖然商品、物流、人工的成本都在上升，但我們的商品和鮮食部門，一直以來已經在努力控制。我們要保持合理毛利，更要讓客人買得滿意、喜悅，覺得真划算，增加銷售，擴大市佔率，這樣T&T就可將“Food for Joy”分享給更多的加拿大人。這是我們長期致勝之道。
事實上我們已經開始做到了。你信不信，今年我們的價格已經比去年更優惠。像最近蔬果部的椰子$2.40/ea (去年$3.90)、蓮藕$2.10/lb (去年$2.90)、酪梨$0.80/ea (去年$1.00)……，好多東西都比去年的價格還低，外面的同業基本上都做不到。
不只跟去年比，我們還立下志向要敢於跟Costco比：像最近我們肉食部的五花肉$5.58/lb (Costco $6.12)、小雞腿$2.08/lb (Costco $3.40)、雞上腿$3.58/lb (Costco $3.85)。儘管Costco比我們的規模大，但我們的採購團隊已找到突破口，可以把Costco比下去。
但好的商品和價格，只是這場戰爭的一半，另外一半還要看營運部門如何在分店精彩地陳列出來。行銷推廣部門也必須做到標示醒目。大家一起把物超所值融入心中，並淋漓盡致地表現在店裡和媒體上，讓客人感受到我們的價值觀，一切都是為了物超所值。
上面這張就是我們更動後的價值觀，你看到加上了「物超所值」。而為了只保持10個，我好捨不得，移除了我開頭強調的「謙卑有禮貌」。這不是說它不重要了，我還是希望它是我們文化的一部分，是我們為人處事的基本態度，請謙卑地保留在你心中。
Tina Lee
CEO
頂位王Shane哥
分店人手短缺的時候最怕什麽？就是又有人請假啦！臨時開天窗，到哪裏找人開工呢？不要怕，我們有最可靠的Shane哥。在我們需要人手的時候，Shane哥總會出現在我們的眼前。
作為雜貨部員工，Shane哥主動承擔檢查有效期限的工作，避免顧客買到過期或變質的產品，為公司帶來不好的影響。他實實在在地做到了食品安全我把關，還把這個觀念灌輸給其他部門的同事。
在收貨部和負責點算庫存的兩位同事突然同時請假的情況下，Shane哥二話不説即承擔了收貨的工作，同時又在下午比較不繁忙的時段協助清點庫存，不讓分店工作落下。他用實際行動展現了分店跨部門培訓的成果，為分店解決燃眉之急。
這種勇於承擔的精神不但得到了大家的好評，還大大提高了部門的工作效率。「頂位王」之名，實在非Shane哥莫屬！
(Aurora分店) 分店行政部May Zhao
這兩年來，在大統華的我
每一次在Huddle跟大家喊「有大統華，真好」的口號時，我真心覺得有大統華真好，因為在這裡，我更快更好地適應了加拿大的生活。
兩年前，當我人還在香港時，知道大統華在招聘工程項目的管理職位，便立即提出申請。還記得收到面試通知的時候，我非常興奮。
記得上班的第二個星期，我便接到Montreal的大項目。那時候的我還是個新人，對於「大」沒有什麼概念，只知道大統華有個「大」字，加拿大又有個「大」字，兩個「大」字加起來應該很大吧！
結果，Montreal SL店的面積是7萬多平方呎，我以往在香港所經手的餐廳項目才3千多平方呎，面積整整大了20幾倍。坦白說，能夠參與這個項目，我實在感到非常榮幸。同時，壓力自是不在話下。而一年下來，我深深體會到公司文化中「互助合作、專業盡全力」的精神。
這個項目是我專業生涯裡難度最高的，我非常享受跟所有開店夥伴們的合作，我也期待著，未來繼續與大統華的各位戰友們，為公司開創更多的新店！
(東岸分店支援中心) 工程部Cardiff Cheung
使用正確的方式及管道發聲
同事們受邀加入微信或WhatsApp上的工作群組，是為了方便我們的工作及溝通，同時增進團隊的凝聚力。
然而，有些同事忘記在這些工作群組中保持基本的禮儀，把群組當成個人舞臺和盡情發洩個人情感的地方，分享與工作無關的內容，指名道姓地發表嘲諷的評論，或者在深夜大發牢騷。這種不當的行為不僅違反了工作群組的初衷，也會讓同事感到壓力和焦慮。 雖然不是面對面或是身體上的接觸，但網絡上的不當言行也可以構成霸凌及騷擾。
公司鼓勵同事勇於發聲，分享想法，表達意見，但要以尊重和友善的方式進行，並使用適當的管道，尋求幫助與建議。網路霸凌的傷害不可小覷，因此提醒同事，不論在工作群組或是其他社交媒體上，都應該確保我們的言行不會傷害到其他人。
(人力資源部)
2023 P10 分店最佳員工榮譽榜
2023 Period 11
Delivering ‘Great Value for Money’ to our customers
Team,
I often ask our colleagues which of our 10 T&T values resonates with them the most. It’s so interesting to see the different answers I get – some people really like “work-life happy”, a lot of the PFD team members like “continuous innovation”, and our front-line staff resonate the most with “customer is #1”. Each department and team member has their own thinking and interpretation, and collectively, they’re all important to us as a company. My personal favourite is “be humble and courteous”.
Why? Because it forms the foundation of our winning culture. When you wear a T&T name tag or a T&T green shirt, you represent T&T to all our partners – colleagues, vendors, and customers. As a representative of T&T, we have the responsibility to exemplify courtesy and respect to everyone we interact with. Sometimes I hear vendors lamenting that their calls go unanswered, and their emails unacknowledged – this is not the T&T way.
The T&T way is one of humility and respect – it means cleaning up after ourselves in the kitchen, it means responding to our partners in a timely manner, it means remaining humble and understanding that even though we are the largest Asian supermarket, we can learn a lot from our competitors. It means that whether we are in the boardroom or the bathroom, we treat one another with respect.
But something has been gnawing at me for the past two years, something missing from our 10 core values. While we don’t often make changes to our values, the world around us has changed a lot. Inflation has been high, and global food prices have gone up. Everything is just a little bit more expensive these days. As a company, we feel it in our cost of goods sold, transportation cost, and labour cost. As a consumer, we feel it in our housing prices, gas prices, and of course, food prices.
In response, I am proud to introduce “Great Value for Money” – a concept we embody and work towards internally, but never explicitly articulated. It’s about providing exceptional value for money for our customers, so that they fall in love with shopping at T&T.
Occasionally some friends and family mention seeing comments on social media about T&T products being a bit pricey. I don’t like that perception. We’re not a discount store – we offer a remarkable and elevated shopping experience for our customers – but we need to deliver great value for money. That means being able to go into a T&T and finding great deals. It means seeing competitive pricing on products that our customers love. And in some cases, it means seeing cheaper prices than last year, even with high inflation. What I want is for us to be recognized for providing “great value for money”.
This means every category manager, every member of our merchandising team, and everyone in PFD and on the front lines to internalize this concept. We want to meet GP targets, and exceed on sales, because we want to bring more people to our stores – we want to capture more market share, so we can share our “Food for Joy” with even more Canadians – that’s our ultimate goal.
In fact, we've already started. Would you believe that our prices are already lower compared to last year? For example, coconuts in the produce department are $2.40/ea (down from $3.90 last year). Lotus roots are $2.10/lb (down from $2.90 last year). And avocados are $0.80/ea (down from $1.00 last year). Many items are priced lower than last year, and we are proud to be one of the few grocers doing this.
Not only do we measure up against our own prices last year, but we also dare to compete against competitors such as Costco. For instance, in our meat department, pork belly is now $5.58/lb (while Costco charges $6.12). Chicken drumsticks are $2.08/lb (compared to $3.40 at Costco). And chicken thighs are $3.58/lb (compared to Costco’s $3.85). Though we may be smaller than Costco, our buyers and category managers have found a way for us to beat Costco on pricing.
However, offering competitive prices and high-quality products is only half the battle. The other half depends on how effectively our operations teams communicate this value in our stores. This message extends to marketing as well. Our pricing should be transparent, clearly displayed, and emphasize the value we provide. In the context of evolving customer perceptions of grocery pricing, we all need to work together so that T&T becomes synonymous with “great value for money”.
We have a lot of great values that our team brings to T&T every day, and to keep the list manageable, we will continue with 10 values – as a result, we will drop my favourite “be humble and courteous” to make room for “great value for money”. It is now up to all of us to continue to embrace “be humble and courteous” and keep that alive as part of our culture. It should continue to drive how we think, act, and present ourselves to the world.
Thank you for everything you do to keep these values at the heart of what we do.
Tina Lee CEO
Shane the King of Substitutes
What is the last thing we want when we are understaffed? It is when someone takes a leave! We never have to worry though because we have the ever reliable Shane who always lends a hand when we need help.
As a Grocery staff, Shane proactively assumes the task of checking expiration dates to prevent customers from purchasing expired or stale products, mitigating potential negative impacts on the company. He takes genuine action to ensure food safety, and even instills this crucial concept to colleagues in other departments.
When two colleagues, one from the Receiving Department and another responsible for taking inventory suddenly took a leave, Shane took the receiving work without any hesitation. He also assisted with taking inventory during the quieter afternoon hours, ensuring the store's seamless operation. With his proactive response, he displayed the success of cross-departmental training and effectively resolved an urgent issue.
His willingness to take on responsibilities has not only earned him praise from everyone, but also increased work efficiency in the department. The title "King of Substitutes" belongs to none other than Shane!
(Aurora store) Store Admin Dept. May Zhao
My last two years here at T&T
Each time I shout "It is great to have T&T" during our huddle, the words truly resonate with me. It is because of this place that I have been able to quickly adapt to life here in Canada.
Two years ago, when I was still in Hong Kong, I learned that T&T was recruiting for management positions in engineering projects, and I immediately applied. I still remember how excited I was when I received the interview notification.
Two weeks into my new role, I was already taking on a big project in Montreal. I was still new and had no real grasp of its scale. All I knew was that the Chinese names of T&T and Canada both had the character which translates to 'big', so I figured the combination of both must be truly significant.
The SL store in Montreal was over 70,000 square feet, whereas the restaurant projects I used to work on in Hong Kong were only about 3,000 square feet. It was nearly 20 times larger than any of my previous projects. To be honest, I felt extremely honoured to be able to participate in this project, yet at the same time, the pressure was undeniable. Over the past year, I have truly experienced the spirit of "Help one another” and “Be the best we can be".
This project is the most challenging one I have managed in my professional career. I enjoyed working with all partners and look forward to continue working alongside my fellow T&T colleagues as we open more new stores for the company!
(Store Support Centre – Eastern Region) Engineering Dept. Cardiff Cheung
Speak out in the right way and through the appropriate channels
We invite colleagues into our work-related WeChat and WhatsApp groups as a way to facilitate our work and communication, as well as to strengthen team spirit.
However, some colleagues might forget to maintain basic etiquette in these groups, venting their emotions, sharing content unrelated to work, naming and making pointed and mocking remarks targeting others, or venting their frustrations late at night. This inappropriate behavior not only deviates from the initial purpose of these work groups, it also creates pressure and anxiety for others. Although it's not face-to-face, nor involve physical contact, but improper online conduct can still be considered a form of bullying and harassment.
The company encourages colleagues to speak up, share ideas and express their opinions, but it has to be done in a respectful and friendly manner, and help or advice should be sought through an appropriate channel. The harm caused through online bullying cannot be underestimated, we remind all that whether in the work chat or on social media, we should ensure our conduct does not cause harm to others.
Human Resources Department
2023 P10 Outstanding Staff of the Store
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