加東版 2024 第六期
面對危機，團結互助合作
親愛的夥伴們，
上個月中(5/16)，我們亞省的Sage Hill分店，突發了緊急狀況。
半夜3:30，這家美輪美奐一年前才剛開業的分店，居然著火了。
所幸沒人受傷。起火原因是電線走火，延燒到三個冷凍櫃，火勢20分鐘後被趕到的消防隊撲滅。分店行政部的Leo Zhao、店長Gordon Guo和地區經理Michael Wu也都很快趕到了現場。
看到這些畫面，我的心都碎了 — 我為受到影響的員工、Sage Hill的忠實顧客，和已被灰燼覆蓋的美麗店面感到心疼。但在應對這場意外帶來的挑戰時，夥伴們處處展現了我們T&T贏的文化，這是非常了不起的。
整個T&T團隊用行動證明了，我們十大天條之一的「互助合作」，絕不僅僅是掛在牆上的口號。
行銷推廣部立刻動了起來，發佈信息讓顧客及時了解情況；FSQA副理Zoey Lu和專員Alyssa Ren、分析員Ruby Tan 密切配合亞省衛生局(AHS)，為團隊提供清潔和重新上架貨品的建議；數位團隊則為當地顧客準備了特別優惠券，做為另一種購物管道；Michael Wu和Gordon Guo也一直待命，徹夜為受影響的團隊夥伴們提供照顧和支持。
Gordon說：「看到T&T各部門的支援之情，真是令人感動，要感謝的人實在太多了」。他說：「Tony Low和專員們不眠不休地協調清潔和重新開業計劃；離我們最近的Harvest Hill分店，店內和網上的客流量暴增，給他們帶來巨大的壓力，而他們都在保持高標準服務的同時，咬牙承擔額外的工作量；連Loblaw都伸出了援手 — 公司緊急呼叫了Loblaw地產主管Sharla Paraskevopoulos，不到10分鐘，他們就帶著兩家修復公司趕到了現場」。
雖然火勢很快就被控制，但店裡所有貨品都必須丟棄。因火災的灰燼和煙霧會滲透到貨品中，食用或吸入會造成健康隱患，也會交叉污染之後新到的貨品。為了團隊和顧客安全，我們決定把總值130萬加幣的貨品統統丟棄，包括食品、非食品、包裝和非包裝貨品。「食品安全我把關」是我們T&T的價值觀之一，這次當然沒有例外。
現場清理、深度清潔、修復和補貨，這顯然不是一個星期就能恢復原狀的工作。值得慶幸的是，Michael Wu和Gordon Guo在與團隊溝通方面做得非常出色，為大家隨時提供重要的最新信息。Gordon近日分享了他從這次事件中學到的經驗。
Gordon說：「T&T真的就像是一個大家庭」，他說：「事發當天，我和團隊壓力很大，也很焦慮，因當時有太多的未知 — 我們不知道什麼時候才能重回店裡工作。這次雖然不是一次愉快的經歷，但確實是一次學習的經歷。我們知道在T&T和Loblaw都有一支強大的支援團隊；我們知道萬一有意外發生一定能得到幫助；我們還知道分店有很棒的顧客群。看到公司和外面網路上傳來的支持訊息，讓我們更有動力繼續前進。我們迫不及待地要歡迎我們的團隊和顧客回來」。
而我呢，我從中領悟到的一件事是，顧客很認可我們的透明度。我們分享美好的照片，也分享困難的照片，顧客與我們共度美好時光，也會在困難的時候支持我們。火災發生後一週，我們Harvest Hill分店的銷售額增長了40%。我真的很感謝T&T出色的團隊，大家總是會挺身而出，在面對危機時團結互助合作。
感謝大家每天所做的一切！
Tina Lee
CEO
多元化的我們
(St-Croix分店) 分店行政部Chloe Zhu & Ina Liu
「Bonjour ！」菜部來自巴基斯坦的Umer一邊整理著新鮮的蔬果，一邊向客人致以溫馨的問候；「歡迎您來品嚐！」來自西非的demo小哥Mensah說著一口流利的普通話，為客人熱情地介紹T&T大統華雞蛋捲；「Merci, bonne journée!」來自越南的收銀員Van溫柔地把整理好的貨品遞給客人，並不忘微笑向客人道別。
來到寬敞明亮的魁省首家SL分店，在每個部門都能看到團隊中各個族裔的員工齊心協力，盡職盡責地完成日常工作。擁有不同文化背景的我們，不僅在工作中取長補短，融合創新，也在生活裡相互交流，相互關心，同享同樂。在賣場內大家融洽地配合，在休息室也充滿了夾雜著不同語言的歡笑聲。各種文化在彼此借鏡學習，在店裡形成了多采多姿的多元文化氛圍。
大統華是一個多元文化的大家庭，雖然大家來自不同的國家，但都做著同樣熱愛的事情，那就是將最好的產品帶到客人的家中，以開放包容、謙卑有禮的心態服務好每一位客人。
創新求變 - 不墨守成規
(東岸分店支援中心) 中央廚食部Ethan Huang
前幾年，疫情席捲全球，帶來很多壞影響，包括重創了餐飲行業。一家家餐館相繼歇業或倒閉，我們廚食部也面臨著極為艱難的挑戰。如何讓來超市購物的顧客買得放心，並享受我們精心製作的餐點，成為我們部門最重要的課題。
首先，中央廚房(CK)要改變產品線，設計並製作多款Ready To Cook的商品和真空包裝的醃肉系列。藉著衛生且多樣化的選擇，我們在疫情期間成功地變成了主婦們最好的廚房小幫手。另外，疫情過後，市場陸續活躍起來，公司邁開步伐大力拓展，相繼在東岸開了SL店和FM店。然而，以現有的生產面積與設備來說，這實在超過了CK所能負荷的最大供應量。因此我們重新檢視-CK的產品線，淘汰需求量少的，集中生產較受歡迎的品項，以減少損耗。這個改變，在提升產能的同時，降低了成本，達到利潤最大化，使CK在2023年達成了建立以來最亮眼的營運績效。
2024年底，CK將會入駐新廠房。我們會秉持「不墨守成規」的文化，做好生產規劃與人才培育，繼續擔當分店以及公司拓展版圖的最堅強後盾。
偷藏商品，佔為己有
資產保護部
麵包部員工B每天利用工作之便藏匿大量商品，下班後，將藏匿的商品裝進購物袋内，直接帶出賣場， 被APR現場抓獲。經查，員工B曾多次用同樣的手法盜竊店内的商品，他的行為嚴重違反公司的政策和加拿大的法律。員工B最終被立即解僱，並由警方帶走進一步調查，警方對他也提出多項的盜竊指控。
加拿大是一個法制國家，偷竊是一種刑事犯罪。大統華已經建立了完善的監控和調查機制，任何心存僥幸而違法違規的行爲, 終將會被繩之以法。除了給自己的人生留下終身污點之外，對未來的工作、生活及家庭都將有不利的影響。請大家自覺的遵守公司规章制度，堅守法律底線，珍惜前途，主動维護公司的形象和利益。
讓我們携手共築誠信，維護清廉自守的企業文化。
Eastern Region 2024 Period 6
From Crisis to Unity
Dear Team,
On May 16th, we had an emergency at our Sage Hill store.
At 3:30am, the beautiful store that opened just a year ago, caught on fire.
Thankfully, no one was hurt. An electrical outlet accidentally triggered a fire that spread to three freezers. The fire burned for 20 mins before emergency responders arrived on scene. Sage Hill Store Admin Leo Zhao, District Manager Michael Wu, and Sage Hill Store Manager Gordon Guo arrived shortly thereafter.
Seeing these images broke my heart – I felt sad for the employees impacted, the loyal customers at Sage Hill, and the beautiful store that’s now covered in ashes. But as we navigated the challenges of this tragedy, it was remarkable to see our T&T culture come to life.
“Help One Another” is one of our 10 Iron Rules. The entire T&T team demonstrated these aren’t just words on a wall.
Marketing jumped into action, preparing communications to keep our customers informed. Zoey Lu (FSQA Assistant Manager), Alyssa Ren (FSQA Specialist), and Ruby Tan (FSQA Analyst) worked closely with Alberta Health Services (AHS) to provide the team with advice on cleaning and re-stocking. The Digital team prepared a special coupon for local customers as another channel to do their shopping. Michael Wu and Gordon Guo were on standby and worked around the clock to provide leadership and support to the impacted team members.
“It’s been heartwarming to see the outpour of support across T&T,” said Gordon. “There are too many people to thank. Tony Low and the specialists worked tirelessly to coordinate the cleaning and reopening plan. Harvest Hill being the closest store to us saw an increase in their in-store and online traffic, putting a lot of pressure on their team. They all stepped up and worked hard to take on this additional burden, while maintaining a high standard of service. Even Loblaw stepped in to help – T&T made an urgent call to Sharla Paraskevopoulos (Loblaw Head of Real Estate) and within 10 mins, Loblaw staff showed up on site with two restoration companies.”
Although the fire was fairly contained, everything in the store was thrown out. Ashes and smoke from the fire can penetrate products, causing health issues when ingested or inhaled. It may also cross contaminate new products. For the safety of our team and customers, we decided to throw out everything – food, non-food, packaged, non-packaged – all in all, $1.3M worth of inventory. “Food We Can Trust” is one our T&T values, and this was no exception.
With the disposal, deep clean, restoration, re-stock – it became obvious that this wasn’t just a one-week job. Thankfully Michael Wu and Gordon Guo have done a fantastic job in communicating with the team, providing them with important updates. Gordon recently shared his learnings from this incident.
“T&T really is one big family,” said Gordon. “On the day of the incident, my team and I were feeling stressed and anxious. There was so much uncertainty – we didn’t know when we’d be able to come back to the store. Although it wasn’t a good experience, it was a learning experience. We learned that we have a great supporting team at T&T and Loblaw. We learned that it’s okay to ask for help. And we learned that we have such a great customer base. Seeing the messages of support from across the company, and online – it gave us the encouragement to keep going. And we can’t wait to welcome our team and customers back.”
One learning for me is that customers appreciated our transparency. We share the good photos, and the bad photos. They’re with us for the happy times and will support us in the hard times. A week after the fire, our Harvest Hill’s sales went up by 40%. I’m thankful for our amazing team, who consistently step up and show unity in the face of challenges.
Thank you for everything that you do, every day.
Tina Lee CEO
Our diversity
Chloe Zhu & Ina Liu - (St-Croix store) Store Admin
"Bonjour!" Umer, from Pakistan, greets customers warmly as he sorts fresh fruits and produce; "歡迎您來品嚐(You're welcome to try)!" says Mensah from West Africa in fluent Mandarin as he introduces T&T's egg rolls at the demo station; "Merci, bonne journée!" Cashier Van from Vietnam hands over the neatly organized bags to the customer with a smile as they bid farewell.
At the bright spacious SL store in Quebec, employees of different ethnicities work together diligently. With our diverse cultural backgrounds, we not only complement each other's strengths and foster innovation in the workplace, but also engage in mutual communication, care, and enjoyment in our personal lives. Everyone works together harmoniously at the store, and the break room is always filled with laughter and diverse languages. Various cultures learn from one another, creating a vibrant multicultural atmosphere in the store.
T&T is a multicultural family. We may all be from different countries, but we all share the passion of bringing the best products to our customers' homes, and serving each customer with an open, inclusive, humble and courteous attitude.
Innovate and seek change, break free from conventional norms
Ethan Huang - (ER Support Center) CK Department
The global pandemic wreaked havoc on various sectors in the past few years, notably the hospitality industry, with restaurants closing one after the other. Our Kitchen Department also faced a difficult challenge: ensuring customers could shop with confidence and enjoy our carefully prepared dishes amidst the uncertainty.
First, the Central Kitchen (CK) shifted its product line to focus on Ready To Cook products and vacuum-packed marinated meats. These hygienic and diverse options resonated well with housewives during the pandemic. As the market recovered, the company expanded aggressively, opening the SL and FM stores on the East Coast. However, this expansion strained CK’s capacity. We revamped CK's production line, eliminating low demand items, focusing on producing more popular products to reduce waste. This change not only increased production capacity, but also lowered cost, maximized profits, and led to CK’s most impressive operational performance since its inception in 2023.
By the end of 2024, CK will relocate to a new factory, embracing innovation and prioritizing production planning and talent development to support the store and company's expansion.
Theft in the workplace
Asset Protection Department
Bakery Department Employee B exploited his position to conceal numerous products everyday, hiding them in a shopping bag after work and leaving the store. He was caught red-handed by APR and an investigation revealed Employee B stole repeatedly using this same tactic, violating company policies and Canadian law. Employee B was immediately terminated and was taken by police for further investigation, and faces multiple theft charges.
Canada upholds the rule of law, where theft is a criminal offense. T&T has robust monitoring and investigation systems in place. Anyone who attempts to break the law and violate company regulations will be brought to justice. Besides leaving a permanent mark on one's record, it also negatively impacts their future work, life and family. We urge everyone to abide by company regulations, uphold legal standards, and safeguard their future by actively maintaining the company's image and interests.
Let’s work together to foster integrity and honesty within our company.
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