加西版 2023 第七期
實名舉報最負責
匿名投訴不回覆
親愛的夥伴們：
大家都知道，推動贏的文化，是我們打造快樂、成功團隊的主要工作之一。贏的文化能促進員工參與、推動創新，讓我們朝著目標前進。大家在日常工作中，一定會發現有需要改進的地方，而不論是來自同事還是客人的意見，都能幫助我們飛躍進步。
因此我們一向鼓勵大家，懷抱成長思維，共同推動開放、透明的溝通，確實做到我們贏的文化第二條「勇於承擔」：對自己的行為負責，對自己的言論負責。
而要推動開放、透明的溝通，我想特別提醒大家，不論是舉報，還是投訴，一定要實名，而不是匿名。匿名舉報或投訴，也許出發點是好的，但往往會導致我們不想要的後果，並且對解決問題的幫助不大。為什麼呢？
● 常常被濫用
匿名不用暴露身份，當然就能暢所欲言，因此常有同事利用匿名規避責任。但不完整或虛假的指控，可能傷害到無辜的同事，會破壞我們在團隊中建立的互信。
● 往往不管用
為什麼呢？因為匿名可以不承擔責任，所以往往缺少具體證據，這就削弱了投訴的可信度和價值，公司也很難了解真相，解決問題。反之，實名舉報，直接對話，交流觀點，大家才可能一起解決問題，建立陽光的工作環境。
● 還有副作用
匿名投訴，還可能導致團隊關係緊張和負面的工作環境。你想想，被投訴的人連是誰投訴都不知道，想說明解釋都很難，以同理心換位思考，如果自己被不當指控，或受到不公平對待，心裡會好過嗎？
● 投訴要找誰？
相信大部分同事對我們的投訴政策已很熟悉，但我還是想快速摘要一下最適當的渠道和做法：
1. 有問題應首先向你的直屬主管反映。如果問題無法解決，或者問題正與你的直屬主管有關，則可越級向主管的主管反映。
2. 如果問題仍然無法解決，下一步你還可以連繫分店的HR代表或支援中心的HR部門，當然也可以撥打HR熱線：
西岸：1-866-964-5985或電郵Staff.Relations@tntsupermarket.com
東岸：1-855-548-8113或電郵ER.Staff.Relations@tntsupermarket.com
(特別要說明的是：只有舉報與「誠信行動熱線」有關的不合規事件可以匿名，請打電話1-800-525-7868 或電郵www.integrityactionline.com)
3. 如果以上渠道都做了，問題仍然沒有解決，你還可以電郵給CEO辦公室President@tntsupermarket.com。只要是實名，到了我這裡，一定會有一個明確的定論。
● 會絕對保密
你可能最擔心，實名很可能被秋後算帳。在此我要鄭重宣示：任何實名舉報，在處理過程中所有知情的人必須專業絕對保密、被投訴人絕不可挾怨報復、投訴人絕不會受到歧視——任何人做不到這些，都會受到嚴厲的紀律處分。
讓我們一起努力，共同建立一個互信和透明的工作環境，樂在工作，快樂生活！
Tina Lee
CEO
問一聲李叔
我們分店經常出現這樣的場景：「這個東西之前放在哪裡？」「這個東西壞掉了怎麽修啊？」這些時候總會聽到：「問一聲李叔吧，他肯定知道。」無論是什麼問題或難題，許多同事第一時間都會想到李叔。而李叔是SE店所有員工對他的尊稱。
李叔是SE的首批員工，一直擔任收銀部的雜務助理，對所有事情都非常認真負責。在疫情最嚴峻時，他因為個人情況需要進行小手術，手術後第一時間便回到工作崗位，承擔更多工作。之後他轉到行政部，承擔夜班和通宵班，把前後場的耗材器械管理和擺放得井井有條。無論哪個部門需要幫忙，我們都能第一時間看到李叔的身影。新晉員工看到他的敬業和無私，都倍感鼓舞，紛紛向他學習。
李叔不僅工作表現出色，對人友善和尊重，他樂觀積極的態度還感染了整個團隊，營造出融洽的工作環境。他經常主動與同事溝通，提供有價值的反饋，同時又善於聆聽和接受他人的意見。這不止為他建立良好的人際關係，還讓他成為團隊中的支柱。
有大統華真好，SE店有李叔真好﹗
(SE Edmonton分店) 收銀部 Jun Luan
以創新求變為宗旨
創新求變，是世界各地企業永恆的宗旨，只有不斷創新，企業才能維持生命力。T&T這三十年來也有賴創新，包括不斷發掘新產品、新的營銷模式和新的顧客體驗，才能不斷發展。
而作為採購員，最重要的還不只是發掘產品，而是發現顧客。上星期我和同事去了東岸參加一個農產品展，並到訪SL店。在SL店裡看到有好多非華裔顧客，其中有幾位很好奇地在聞榴槤的氣味。
沒錯，我們非華裔的顧客越來越多，根據行銷推廣部的數據，我們的非華裔顧客佔36%，有些分店更超過50%。因此，採購員更需要發掘新顧客群的需求。除了讓他們可以買到喜歡的亞洲美食，更讓他們可以尋回家鄉的味道。
以蔬果部為例，我們最高銷售額的50個品項中，已經有不少東南亞或其他族裔的產品，例如芒果，現在不只有呂宋芒果，我們還有樹上熟芒果和寶貝芒果；還有大樹菠蘿和榴槤等等。
為現有顧客和新顧客群發掘新產品，提供更優質的產品和服務，是我們商品部採購員的目標，希望我們的創新能讓T&T不斷壯大！
(分店支援中心) 商品部John Li
誠實正直，建立信任
在個人生活上，我們都知道，建立信任是一段關係中能良好且長久發展的基礎。同樣於職場上，個人與公司之間建立並維持信任至關重要，是雙方合作關係能持續走下去的基礎。
近期有同事因為不誠實的行為，導致信任關係瓦解。在分店收銀台，時常會有顧客未結帳並要退回的廚房熟食商品，儘管同事都知道正確程序應該是要將商品歸還給廚房，但是仍然有個別同事認為沒有人會注意到，要求其他同事為這盒熟食貼上已付款的綠色標籤，然後將商品帶回家。在調查過程中發現，這位同事的行為已經不只一次，這種嚴重違反誠信的行為完全破壞了員工與公司之間的信任，最終公司只能與這位同事結束僱傭關係。
誠實正直是人與人之間建構信任的基礎，進而才能贏得尊重、獲得支持、持續發展。公司在方方面面都強調，贏的文化第一條是「誠實正直」，不論是面對顧客、員工、合作夥伴或是供應商，同事在任何情況下都應謹記要持守誠信。
(人力資源部)
2023 P6 分店最佳員工榮譽榜
2023 Period 7
Complaints must be made using real names, as anonymous complaints will not receive a response.
Team,
As you all know, driving a Winning Culture is one of our top priorities in building a happy and successful team. Culture fosters employee engagement, drives innovation, and propels us toward our goals. As we navigate our day-to-day work, we may come across areas where we can improve and grow. It is important to recognize that feedback, whether it’s from colleagues, customers, or our own observations, is valuable in helping the company evolve.
We encourage you to embrace a growth mindset and drive our culture of open and transparent communication. That includes being thoughtful about our Iron Rule #2, which is being accountable – accountable for our own actions, and accountable for our own words.
In order to promote transparency and constructive dialogue, I wanted to gently remind everyone about the importance of including your name when providing feedback, whether it’s about what we’re doing well, or about what needs to be improved. Anonymous feedback and complaints, while well-intentioned, can often lead to unintended consequences, and prove less helpful in achieving a resolution.
Here are a few reasons why we encourage accountability for our words:
● Building Trust
Anonymity can sometimes be misused, and incomplete / false accusations can hurt the reputation of innocent parties and undermine the trust we have carefully built within our teams.
● Enhancing Effectiveness
Anonymous complaints lack accountability, and often lack concrete evidence, which makes it difficult for the company to investigate and address the issue. By using real names, direct dialogue and exchange of perspectives are possible, enabling everyone to collectively find a resolution and establish a transparent work environment.
● Preventing Unintended Consequences
Embracing our “Be Accountable” Iron Rule, it is essential to allow all individuals involved to share thoughts, clarify the situation, and propose solutions. Anonymous feedback hinders this process, potentially leading to strained relationships and a negative work environment.
Although most colleagues are familiar with our policies, I’d like to provide a quick refresher on the proper channels of escalation for addressing issues at work, as noted in policy HR-033R1:
1. All issues should initially be directed to your direct supervisor. If they’re unable to resolve it, or if your issue is related to your direct supervisor, the next level of escalation is your skip level manager.
2. If it does not get addressed through these channels, you should contact your local Human Resources Advisor/Department or contact the HR hotline as follows:
Western Region: 1-866-964-5985 or Staff.Relations@tntsupermarket.com
Eastern Region: 1-855-548-8113 or ER.Staff.Relations@tntsupermarket.com
(Note: For matters related to non-compliance, anonymous reports can be made to the Integrity Action Line at 1-800-525-7868 or at www.integrityactionline.com)
3. After going through the above channels of escalation, and the matter is still not resolved, you can reach out to the CEO Office at <President@tntsupermarket.com>. As long as the email has a name attached to it, and an attempt has been made to go through the appropriate channels first, the CEO Office will see that it gets resolved and responded to.
Rest assured that emails with names will be handled with confidentiality and discretion. Restitution based on complaints is strictly prohibited and will not be tolerated.
Let’s all work together to ensure we are build a trusting and transparent work environment for everyone, so that our team can be “Work-Life Happy”.
Thank you for your cooperation.
Tina Lee CEO
When in doubt, ask Uncle Lee
There is one scenario that constantly plays out at our store. When someone asks: "Where were these items stored?" Or, "How do you repair this?" They always receive the same response: "Ask Uncle Lee, he will definitely know." No matter the question or challenge, many of our colleagues will immediately think of Uncle Lee, an honorific given to him by SE employees.
Amongst the first batch of employees at the SE store, Uncle Lee was the General Service Assistant at the Cashier Department and always took his responsibilities seriously. When the pandemic was at its peak, he had to undergo a minor surgery, but returned quickly and took on even more work. Later on, he transferred to the Administrative Department, taking on the night and overnight shifts, managing and organizing the equipment in an orderly fashion. No matter which department is in need, he is always there. New employees encouraged by his dedication and selflessness often strive to learn from him.
On top of his stellar work performance, Uncle Lee is also kind and respectful to others. He has infected the entire team with his optimistic and enthusiastic attitude to create a harmonious work environment. He often initiates conversations with others and provides valuable feedback. He is also a good listener and open minded to new opinion. This has not only helped him establish a good relationship with others, but also made him the backbone of the team.
It's truly great to have T&T, and it's great to have Uncle Lee at the SE store!
- (SE Edmonton store) Cashier Dept. Jun Luan
Embracing innovation and change
To innovate is the eternal goal of businesses around the world. Only with continuous innovation can businesses maintain their vitality. Over the past 30 years, T&T has relied on innovation, including the continuous discovery of new products, marketing models and customer experiences, in order to continually develop.
As a buyer, the most important part of the job is not only to discover products, but to discover customers. Last week, my colleagues and I attended an agricultural show in the eastern region and visited the SL store. At the store, we saw many non-Chinese customers, including a few who were curiously smelling the durians.
That's right, our non-Chinese customer base has been increasing. According to data from the Marketing Department, 36% of our customers are non-Chinese, with some stores even exceeding 50%. Because of this, buyers must discover the needs of our new customer base so that they can not only purchase their favorite Asian delicacies, but also find their hometown flavours.
Taking the Produce Department as an example, amongst the top 50 of our top-selling products, many of them are from Southeast Asia or products from various ethnic groups. We have Ataulfo mangoes, tree-ripened mangoes and baby mangoes; we also have jackfruits and durian, etc.
Discovering new products for our current and new customers, and providing quality products and service is the ultimate goal of buyers. We hope T&T can continue to grow through innovation.
(Store Support Centre) Merchandising Dept. John Li
Integrity builds trust
As we all know, trust is the foundation for a quality long-lasting relationship in our personal lives. The same can be applied in the workplace. Establishing and maintaining trust between the company and individuals is of utmost importance and is the basis to maintain a sustainable partnership.
Recently, a colleague has broken this trust due to their dishonest actions. At the store checkout counter, there are often customers who decide to return items from the hot food section before cashing out. Our colleagues all know the correct protocol is to return the items to the kitchen. Despite this, some colleagues asked their coworkers to put on the "Paid" green sticker and took these items home. During the investigation, we discovered that this was not the first time this individual had done this. This serious breach of integrity has completely destroyed the trust between employees and the company. Ultimately, the company had no choice but to terminate the employment of this individual.
Integrity is the basis for establishing trust between people, and only with this trust can we gain respect, support and continue to develop. The company has emphasized that integrity comes first in the winning culture. Whether it is in front of customers, employees, with partners or suppliers, our colleagues must remember to always uphold integrity in any situation.
Human Resources Department
2023 P6 Outstanding Staff of the Store
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